Non existence customer service or support. They refuse to engage with any complaints and refuse refunds.
We booked a stay at The Workshop, Elham, Kent through Booking.com, but it turns out this company are the managers. The property was unclean on our arrival and the mattress was in an unsanitary state. It had numerous stains over the majority of it's surface area. We tried to contact the Holiday Cottage Collection as per their directions supplied in the welcome pack and email. but got no reply. We eventually received a text from them several hours later and two hours after leaving the property. before leaving we showed the owner the issues we had found and mutually agreed that the way forward was for us to find somewhere else and the owner would refund us. There was no alternative accomodation at the property. I responded to the company's text, explaining the situation, sending photos and stating what had been agreed. Their response was that mattress was fine to sleep on as it had a mattress protector on it. The mattress protector was thin and literally falling apart. We did not part with good money to sleep on top of other peoples' filth! The company also said that the issues we found in the kitchen such as an unclean fridge and kettle were immediately resolved, this is untrue. Nothing was cleaned, nothing was replaced. This company has refused to engage with us and has not answered any of our phone calls, messages or contacts through their website. The only party they have communicated with are the cottage owners. They are also no longer responding to Booking.com. We are still pursuing a full refund.
Please take time to look at the photos from the property and ask yourself if you would be prepared to pay to sleep on a mattress that was in this condition. (unfortunately this platform does not have the facility to upload photos, but you can find them on other platforms were I have been able to upload) We have never walked out of a property because it was in an unfit to stay in, before. It was mortifyingly embarrassing to do so. The fact this company is refusing to engage with us and is seemingly blocking the refund of our money is outrageous.