The booking process couldn't have been more difficult. My friend and I specially met up to book online. We tried booking around 9 o'clock yesterday evening and it all seemed to go well up to the point where it said thank you your booking is already been processed. The screen then did not move from this statement and we both assumed that this meant a booking was already in the system and was being processed. As per the screen stateme t. We waited to get an email but nothing arrived so we thought it best to call customer services to check that our order was actually being processed! We spoke to somebody called Andrea, who said that she did not have a booking for either of us and did we have A booking reference number? Neither of us did so she said therefore the holiday was not booked.when questioned if we should then book over the phone to ensure that the limited availability home that my friend required for a pet would not be booked to someone else, Andrea informed us that it would cost us an extra £10. This conversation then went on for at least half an hour and didn't really get us any satisfactory results. We were left at the end of the conversation not knowing whether our bookings were already been processed, were they stuck in a queue somewhere? Were we to go back in and try to book again? Should we book via the telephone line? Would we end up with a double booking? Would a credit cards be debited twice? If we did book again? A couple more things, Andrea advised us that we should try back when the Internet was less busy? We would like to know where we can find the information detailing exact times your specific website is less busy as we were not sure how we were supposed to know this? We were being fobbed off by Andrea. Eventually we gave up trying to get a resolution with your customer service, we then moved on to making sure that our poor customer experience was escalated to the correct level and the only method we were offered by Andrea was to email somebody. This is completely unacceptable because we had already spent at least half an hour complaining and putting out point across to Andrea so we did not want to spend any more of our precious time also emailing exactly those same points to somebody else.The customer service is very very poor as was our online booking experience. We could not understand why the booking process could not have simply put a message on the screen to say we are experiencing high volumes and we cannot guarantee your booking has been processed please do not assume your booking has been completed until you receive a booking reference number. If you wish to penalised people and charge them £10 to speak to a substandard customer service representative then you really must make the online booking process fit for purpose. My friend who had the owner is task of talking to Andrea was left quite upset at the end of the conversation due to the total frustration. We almost decided not to bother booking with Woolacombe but decided that perhaps after the long conversation the Internet may be less busy (to put it in Andrea's terms) and our booking my go through this time. This time it did go through and we are now booked to stay in April next year. I'm sure you're managing directors would be very interested to hear a customers experience and I am sure this complaint will find its way to a person who has the power to make the right changes in order to give customers the experience they deserve.