Booked a second time with best of Suffolk albeit first time with previous owners. House in Aldeburgh very clean and in lovely condition however I suspect it had not been thoroughly checked be... See more
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Staying at Mariners Cottage in Aldeburgh that has building work on one side and lock up garage storage on the other. This morning we were woken at 7, and had to have all doors and windows closed whi... See more
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I had booked to stay in Southwold at New Year. At the time of booking I paid a significant deposit. Sykes Cottages / Best of Suffolk contacted me today to advise that they could no longer honour t... See more
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Shocking company ...Throughout the covid virus they have refused refunds to customers whom are now unable to go away at all this year as they are shielding vulnerable children and adults .. no. empat... See more
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Company details
Written by the company
Award winning agency specialising in stylish Suffolk holiday cottages. Over 400 beautiful Suffolk cottages available. Book your cottages in Suffolk now!
Contact info
Pound Green Road, IP13 8LU, Woodbridge, United Kingdom
- 01728 638962
- customerservice@bestofsuffolk.co.uk
- www.bestofsuffolk.co.uk
1.7
Bad
192 reviews
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Replied to 75% of negative reviews
Typically takes over 1 month to reply
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Sea Le Vie Aldeburgh
Booked a holiday at Sea Le Vie in Aldeburgh. Disappointed that the accommodation was not as clean as it should be so spent the first couple of hours of my holiday cleaning.
Superficially the apartment looked great but after being there for a could hours we were very disappointed the quality of items within the flat. The TV was very old, only had 6 channels. The hob was impossible to control and even when a little bit of spilt water landed on it, it burnt on,left marks and was hard to remove. The apartment has obviously been fitted as a holiday home, the owner has obviously never stayed there. It would benefit by putting hooks on the back of bedroom doors, master bedroom promises a king size bed but it was only a double, however that was good as there is no wardrobe only a rail on the wall to hang clothes. With a double bed it was difficult to get past the hanging clothes...if it had been a king bed it would not have been possible to get passed. The car parking is a joke. The spaces are very tight. We dont have a big car but we struggled to park and turn around in the car park, we were there in February so many spaces were empty. Saying that, we went out for the day and when we arrived back the two spaces allocated to the apartment were taken by one larger car! It's a total free for all.
We did notify the office and were told that the apartment was going to be upgraded later this year. Not much help to us! We were offered a10% discount on a return visit as compensation. However, when we returned home, we received a standard email saying 'let us keep the good housekeeping deposit as a deposit on your next holiday and we will give you a 10% discount' which made our compensation offer pointless.
March 15, 2022
Unprompted review
Reply from Best of Suffolk
Dear J Moorfield,
Thank you for taking the time to provide further feedback following your stay at Sea La Vie.
The housekeepers were incredibly disappointed to see the areas highlighted and again apologise for missing these. They take a great deal of pride in their usually high standard of cleanliness and whilst by no means an excuse, faced difficulties on the day of your arrival servicing properties as a result of the inclement weather.
The property owner appreciates your feedback on the TV and is planning to replace this before the summer, further attention is also being given to the other areas highlighted. They are dedicated to keeping their properties well maintained and will be installing brand new made to measure sofas this year.
The 10% discount off a future stay is above the standard 5% returning guest discount offered for this property. We are sorry for any confusion caused by the email received.
Kind regards,
Harry Peek
Guest Experience Manager
Helpful Best of Suffolk Team to swiftly…
Helpful Best of Suffolk Team to swiftly rearrange and carry forward booking details from Christmas 2020 to 2021 due to Covid restrictions.
January 13, 2022
Unprompted review
Reply from Best of Suffolk
Dear Sally,
Thank you for your feedback and 5 star review of our service.
We are sorry to hear your booking was affected by the Government imposed travel restrictions but pleased the team were able to assist in rearranging.
We hope to welcome you back to Suffolk again in the future.
Kind regards,
Harry Peek
Guest Experience Manager
Have used Best of Suffolk for many…
Have used Best of Suffolk for many years and the level of service is first class. The website is easy to use, the team are always friendly and helpful, the properties beautiful and deposits are always promptly returned.
January 13, 2022
Unprompted review
Reply from Best of Suffolk
Dear Clare,
Thank you for your 5 star review of our service and continued loyal custom.
We are pleased our team were able to assist and hope to welcome you back to Suffolk again in the near future.
Kind regards,
Harry Peek
Guest Experience Manager
They work for the owners not the consumers
Extraordinarily poor service from best of suffolk. We are a three time family booking who would have used their services again. A houseowner retained our deposit for an egregious reason of requiring more cleaning. Best of Suffolk did not contact us to tell about the retained money, we had to chase. When we queried the reasons Best of Suffolk sided with the houseowners. When I tried to phone the company I had to call three times before someone got back to me. I did not get an adequate resolution and thought their customer service was poor
December 2, 2021
Unprompted review
Reply from Best of Suffolk
Dear Alan,
Our booking terms and conditions clearly state that guests must leave properties in a clean and tidy condition upon departure. Regrettably, as per the photographs provided by the housekeeper and shared with you; the property was not deemed to be in a ‘clean and tidy condition’.
As such, additional time for the cleaners was required following your departure from the property, and a small amount of your good housekeeping deposit was retained to cover the cost. The remainder, and majority of your deposit was promptly returned to you.
Several members of the Best of Suffolk team made themselves available to discuss the situation with you.
Kind regards,
Harry Peek
Guest Experience Manager
Expensive with Slow Service
We visited Bunny Cottage, Aldeburgh earlier this month and although the cottage was fine, the experience with Best of Suffolk certainly was not. A few things:
1) Long return of the deposit (departed Sunday and received the notification of the deposit on the second Wednesday (10 days later) and in the bank on the Thursday.
2) Expensive and high management overhead, the company charge a lot for the accommodation to cover their fees. In addition, they wanted to charge £20 to return left property which would only have been about £2 to £4 to send. The item costs about £4 and remains with the housekeeper.
3) Poor communication, needed several calls and slow to react on email.
Will not book with them again.
Regards,
A Sanders
November 26, 2021
Unprompted review
Reply from Best of Suffolk
Dear Andrew,
We are sorry you feel the need to share the same feedback across three different review platforms.
Good housekeeping deposits can take 10 working days to reach your account from date of departure. We are sorry for the delay in receiving your deposit, but as soon as aware did everything we could to ensure this was received as soon as possible. The deposit was still received within the 10 working days time scale communicated.
As clearly stated in our terms and conditions, there is a minimum charge of £20 to return any items of lost property. The '£2-£4' quoted by yourself bares no consideration to the time and expense in collecting the item from the property, packaging and delivering to a local postal service. This was communicated to you several times by the team.
Our team kept you up to date throughout the whole process and as explained any delays in this were purely while waiting for the properties housekeeper to be able to enter the property and look for your missing item.
We are sorry you were not happy with the service received, but believe our team did everything we could to assist you both over the telephone and over email.
Kind regards,
Harry Peek
Guest Experience Manager
Excellent Holiday House, First Class Fixtures, Prime Location & Faultless Service - Unrivalled
Once again faultless service from BoS. This is the second time we have used them for a large family holiday for 8, out-of-season, at Cannons in Southwold - one of their flagship properties. We travel extensively both at home and abroad using both self-catering and hotel accommodation and can only say that BoS are amongst the best in the business. They were as good this time as they were a year ago and it makes no difference who you deal with - they are all of the same professional standard. Last year we dealt with Tim & Hannah, this year with Harry and Abi but each are equally good and well informed - there is no duplication of effort whatsoever. The mantra "Do it Once" is very rare these days but BoS are a great example of what that means and a pleasure to do business with - great teamwork - keep it up!
Cannons in Southwold is an excellent, well-equipped luxury property suitable for large family holidays - we had 8 of us aged from 4 months to 63 years! The house is in a prime, elevated position on Gun Hill next to the famous cannons (hence its name) at South Green on the seafront at Southwold. Two minutes walk from the beach, with uninterrupted views both out to sea and down the coast past Dunwich, Minsmere to Sizewell. On a clear day you can see as far as Aldeburgh and Orford from the lookout on the 3rd floor. The main living room on the ground floor is some 50ft x 40ft x 20ft (high ceiling) with superb bay & picture windows on three aspects, East, South & West, giving ever changing, unrivalled light and sunshine all day (if you're lucky with the weather) from sunrise over the North Sea to sunset over the Marshes. A photographer's dream location and a great family home.
November 23, 2021
Unprompted review
Reply from Best of Suffolk
Dear Richard,
Thank you for your feedback following your recent stay.
We are delighted to hear you enjoyed your time at Cannons and hope to be able to welcome you back to one of our properties again in the near future.
Kind regards,
Harry Peek
Guest Experience Manager
Excellent
We have used Best of Suffolk twice this year and on both occasions we were delighted with the ease of booking, the service provided and the quality of the cottages.
November 23, 2021
Unprompted review
Reply from Best of Suffolk
Dear Anthony,
Thank you for your 5 star review of our service.
We are pleased you were happy with the property and our service and hope to welcome you back to Suffolk again in the future.
Kind regards,
Harry Peek
Guest Experience Manager
Good choice of well maintained properties
I’ve used Best of Suffolk many times and the booking service is very easy and nothing is too much trouble for them. When I have had issues at a property they have always been prompt to action. Never been disappointed with any of the properties, they’ve all been as described. I would highly recommend them.
November 22, 2021
Unprompted review
Reply from Best of Suffolk
Dear Tracie,
Thank you for your feedback and 5 star review of our service.
We are pleased you found the booking process to be easy and that the team have been able to assist.
We hope to be able to welcome you back to Suffolk again in the future.
Kind regards,
Harry Peek
Guest Experience Manager
Knowledgeable staff.
We have booked a few places with Best of Suffolk, excellent properties, knowledgeable staff and no problems at all.
November 22, 2021
Unprompted review
Reply from Best of Suffolk
Dear Alison,
Thank you for your feedback following your recent stay.
We are pleased you found the properties and service to be excellent and hope to welcome you back to Suffolk again in the future.
Kind regards,
Harry Peek
Guest Experience Manager
Great house in Southwold (The Old House…
Great house in Southwold (The Old House on the high street).
Very helpful staff at Best of Suffolk.
October 22, 2021
Unprompted review
Reply from Best of Suffolk
Dear Phil,
Thank you for your feedback and 5 star review of our service.
We are pleased you enjoyed your stay at The Old House and hope to be able to welcome you back to Southwold again in the future.
Kind regards,
Harry Peek
Guest Experience Manager
What a superb place
What a superb place - we felt like Lord and Lady of the Manor!
October 20, 2021
Unprompted review
Reply from Best of Suffolk
Dear Neil,
Thank you for your feedback and 5 star review of our service.
We are pleased you enjoyed your stay and hope to welcome you back again in the future.
Kind regards,
Harry Peek
Guest Experience Manager
Lovely cottage and great location
Lovely cottage and great location, we had a fab week, thanks
October 19, 2021
Unprompted review
Reply from Best of Suffolk
Dear Martin,
Thank you for your feedback and 5 star review of our service.
We are delighted you found the property to be lovely and enjoyed your stay.
We hope to welcome you back to Suffolk again in the future.
Kind regards,
Harry Peek
Guest Experience Manager
First Class service
First Class service from booking,condition of property to response to slight problem with heating which was sorted out the same day.
Have used Best of Suffolk many times and always pleased with their service.
October 19, 2021
Unprompted review
Reply from Best of Suffolk
Dear Pedro,
Thank you for your review.
We are pleased you found our service to be first class and hope to welcome you back to one of our properties again in the future.
Kind regards,
Harry Peek
Guest Experience Manager
Brilliant customer service
I received brilliant customer service, support and communication when I needed to rearrange my booking due to Covid and even when we needed support accessing our booked property on arrival. Couldn't recommend Best of Suffolk enough, I'm looking forward to booking with them again soon.
October 19, 2021
Unprompted review
Reply from Best of Suffolk
Dear Kirsty,
Thank you for your feedback and 5 star review of our service.
We are delighted you were pleased with the service received and that our team were able to assist.
We look forward to welcoming you back to Suffolk again in the future.
Kind regards,
Harry Peek
Guest Experience Manager
Fantastic service
Fantastic service, so helpful, made booking so easy
October 19, 2021
Unprompted review
Reply from Best of Suffolk
Dear Nicki,
Thank you for your feedback and 5 star review of our service.
We are pleased you found our service to be fantastic and hope to welcome you back to Suffolk again in the future.
Kind regards,
Harry Peek
Guest Experience Manager
Southwold house.
House as described and good effective communication and easy booking. Location perfect clean and spacious.
October 19, 2021
Unprompted review
Reply from Best of Suffolk
Dear John,
Thank you for your feedback and 5 star review of our service.
We are pleased you found the property to be clean and spacious and hope you enjoyed your time in Southwold.
Kind regards,
Harry Peek
Guest Experience Manager
Really great communication through…
Really great communication through booking process and once booked clear and conscientious instructions for arrival and departure
October 19, 2021
Unprompted review
Reply from Best of Suffolk
Dear TJ,
Thank you for your feedback and 5 star review of our service.
We are please you were happy with the communication and information provided and hope you enjoyed your stay with us.
Kind regards,
Harry Peek
Guest Experience Manager
A good experience with Best of Suffolk
A good experience with Best of Suffolk. The house was as described and met our expectations. Have booked again with them for next year
October 19, 2021
Unprompted review
Reply from Best of Suffolk
Dear Cindy,
Thank you for your feedback and 5 star review of our service.
We are pleased you were happy with your experience and look forward to welcoming you back again next year.
Kind regards,
Harry Peek
Guest Experience Manager
A great support team
The team at Best of Suffolk ensured our booking was promptly processed and ensured we had all we needed to have a great holiday. Their communications were clear and timely and very helpful while preparing for our trip.
September 30, 2021
Unprompted review
Reply from Best of Suffolk
Dear Susan,
Thank you for your feedback and 5 star review of our service.
We are pleased the team were able to assist and hope to be able to welcome you back to one of our properties again in the future.
Kind regards,
Harry Peek
Guest Experience Manager
Really helpful staff and a lovely…
Really helpful staff and a lovely apartment stayed in atAldeburgh
September 30, 2021
Unprompted review
Reply from Best of Suffolk
Dear Robert,
Thank you for your 5 star review of our service.
We are pleased you found our staff to be helpful and the property to be lovely and hope to be able to welcome you back to Suffolk again in the future.
Kind regards,
Harry Peek
Guest Experience Manager
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