Booking price changed after payment taken – shocking treatment from director
I had an extremely disappointing experience with this company. I booked one of their properties directly through their website for a New Year’s stay (30th December – 1st January) with my family. The property was advertised at £590, and they took a £125 deposit from my account, confirming the booking at that price and for those dates.
The following day, after not receiving a confirmation email, I contacted them — only to be told they “couldn’t honour the booking” because the property had “just gone live” and they hadn’t had time to set the pricing or minimum nights. They then said I could either cancel or rebook for a minimum of three nights at £1,800 — an unbelievable jump from the agreed £590.
Unhappy with the above, I went back on email to try and find a resolution. Instead, I later received a phone call from the Director, Jo Thurston, who was shockingly rude, dismissive, and completely unapologetic throughout. Her tone and attitude were unprofessional and condescending, with no attempt to take responsibility or offer a reasonable solution. As a returning customer who spent over £2,500 with them in the summer, I was genuinely shocked by how poorly I was treated.
A company should not be advertising a price, taking a customer’s money, and then trying to change the booking and triple the cost — it’s misleading and unacceptable. I have since reported this matter to Trading Standards for review.
Overall, the service was appalling, and it’s clear they care far more about money than about their customers. I would strongly advise others not to book with this company.
