Absolutely unacceptable please DO NOT USE this company . My family booked a cottage in Suffolk to celebrate my stepdads 80th birthday - in our party of 7 was our 90 year old nan also . There was no heating whatsoever working !!!! I must of made about 8 phone calls to them to get the heating working before the rest of my family arrived stressing how important it was for the heating to work - it was November !! The owner was abroad . They gave us different ideas to try mainly leave it to see if it will come on ! It didn’t . We tried everything - the bedrooms were freezing and they told us to plug in some small electric heaters . This is not what we paid our money for . Although this is the owners responsibility Sykes really didn’t like it when I insisted if it didn’t work that we were moved to a cottage that did have heating . Moving forward the heating worked on the last day in the end - on our return we asked for a refund of some sort . It was agreed to give us 50% back / the owner agreed to this. This was a year ago now . Since then I receive many emails from Sykes asking us to book with Sykes , this week we decided to try them again even though I was dubious as we love the cottage we could see and the area . I paid the deposit yesterday and received a email in receipt and thank you for booking with Sykes. Then ruddy I receive a refund of the deposit - no explanation - no email !!?? I ring them and get told we have been blacklisted from booking with them !!!!!!!! So because we complained and insisted on some refund we have been blacklisted from booking ! I was never aggressive to them I was in fact in tears when I rang them at the time as so upset our surprise weekend was ruined by no heating . I was insistent on some kind of refund but I was not aggressive . So because we complained we are now not allowed to book with them . That I can quite easily deal with but the audacity abd non customer service is appalling !!!! I am in absolute shock !