Stayed two nights in 6Kirkstyle Biggar Lovely accommodation However a couple of minor points of observation Pubic hairs on bathroom shelves Dust in lounge, smell of pets , Dish washer tablet... See more
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A quirky layout with kitchens both upstairs and down. Crockery and cutlery needed washing again before it could be used on the first evening. No dishwasher but three washing machines, and three f... See more
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A large rambling house which we had fun finding our way around but an ideal one for the family party of 12 over 3 generations. Spotlessly clean on arrival, just a shame we had forgotten to check on t... See more
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Good but too many emails which is annoying from sykes. Lapwing is amazing 2nd visit very clean well equipped,friendly owners looking forward to going back, only fault area around pod not suitable to h... See more
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Company details
About Sykes Holiday Cottages
Written by the company
We're a holiday cottage rental agency with over 30 years of experience. We represent 22,500 holiday homes available across the UK and Ireland.
Our range includes cottages with hot tubs, sea view apartments, log cabins, luxury retreats, over 12,000 pet-friendly properties and much more.
You can always be safe in the knowledge that every one of our holiday homes is up to our exacting quality standards. At Sykes Holiday cottages, we help travellers make memories and experiences, and make staycationing simple for guests with quality accommodation and 'on holiday' customer service.
Our award-winning team, being recognised for our expertise with over 30 years of experience in UK holiday letting, ensures you’ll have round-the-clock support, whenever you need it, helping you find your dream getaway.
See all holiday homes
Search over 12,000 pet-friendly holidays
Search over 3,000 hot tub breaks
Search over 1,900 log cabin stays
Search over 1,300 luxury holiday homes
Looking for a last-minute break? With discounts on 1000s of holidays, with some even offering same day check-in, you could be relaxing on your getaway sooner than you think!
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Contact info
United Kingdom
- www.sykescottages.co.uk
4.3
Excellent
188K reviews
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Bed Bug Infestation, Last-Minute Cancellation and Sykes Holiday Cottages' Failure to Take Responsibility
I am absolutely furious with how Sykes Holiday Cottages handled the cancellation of our family holiday less than 24 hours before we were due to leave.
We booked a property through Airbnb in Coalbrookdale, Telford. While packing the day before, Sykes called to inform me that the property had a bed-bug infestation. I was told previous guests had reported it, the owners were dealing with it and the property could no longer be let.
We have three children aged 6, 4 and 1, were travelling with our dog and had already arranged activities in Ironbridge. This was a planned family holiday and could not be rearranged.
Sykes said they would contact Airbnb. However, Airbnb had no knowledge of the cancellation. I called Sykes back while remaining on the phone with Airbnb so both companies could resolve the matter.
What followed was appalling.
The Sykes representative, based in Kosovo, repeatedly talked over me, raised his voice, made me repeat myself and constantly interrupted me.
There were two problems: communication and lack of ownership. If Sykes operates an international customer-service system, it is Sykes' responsibility to ensure customers can communicate effectively during an urgent complaint.
The second issue was failure to take ownership. Instead of resolving it, the representative appeared determined to pass responsibility elsewhere.
He repeatedly insisted Sykes had emailed Airbnb and me and that a dedicated email address had been generated for the booking. Airbnb were listening and explicitly stated they had no knowledge of this email address and had not received the communication Sykes claimed to have sent.
I repeatedly asked Sykes to email me directly confirming the cancellation. They refused, saying they could only use the email address supposedly provided by Airbnb, despite Airbnb saying they knew nothing about it.
Airbnb then asked Sykes to contact them through their dedicated company portal. Sykes refused this too. The situation became circular, and I eventually lost my temper.
Sykes made no attempt to find alternative accommodation. They provided no assistance, written confirmation, named contact or compensation, leaving me to deal with Airbnb.
I do not blame Sykes for the bed bugs. Properties can have problems. What I blame Sykes for is how they treated us once the problem occurred.
A refund is not compensation. It simply returns money for accommodation we could no longer use. It does nothing to address cancelling our holiday at less than 24 hours' notice, disrupted plans or the stress of travelling with three young children and a dog.
Sykes knew the property was unusable and knew we were travelling the following day. It could have taken ownership, apologised, helped find alternative accommodation and offered compensation. Instead, it did none of these things.
I expect Sykes to review its procedures for serious customer problems, particularly regarding ownership, compensation and arranging suitable alternative accommodation. This should include examining why there was no clear point of contact responsible for my case through to resolution.
Sykes should also review whether its approach is appropriate for UK customers booking UK properties, including whether customers should have access to a UK-based representative who can take ownership of serious problems and act as a consistent point of contact.
I expect Sykes to address any shortcomings, acknowledge where its handling of my complaint fell short and provide appropriate compensation entirely separate from any Airbnb refund.
This experience has destroyed my confidence in Sykes Holiday Cottages. I would now be very reluctant to book an Airbnb property managed by Sykes.
If this is how Sykes treats families when something goes wrong, customers should think carefully before booking a property managed by them.
August 17, 2026
Unprompted review
Reply from Sykes Holiday Cottages
Hi,
Thank you for taking the time to share your experience. We are very sorry to hear about the circumstances surrounding the cancellation of your holiday and the frustration and stress this caused for you and your family.
We appreciate how disappointing it must have been to learn less than 24 hours before your planned departure that the property was no longer available due to a bed bug infestation. We understand the significant impact this would have had, particularly when travelling with three young children, your dog, and having already made plans for your stay in the area.
The decision to cancel the booking was made because the property was deemed unsuitable for guests whilst treatment was being arranged. Whilst this action was taken to protect guests from an issue reported at the property, we recognise that the timing of the cancellation caused considerable disruption to your holiday plans.
We are also sorry to hear of your dissatisfaction with the communication you received. We appreciate your feedback regarding the handling of the situation and your concerns about the coordination between Airbnb and Sykes. As your booking was made through Airbnb, communications regarding the reservation and refund process were managed through the channels linked to that booking. However, we understand that this did not meet your expectations and left you feeling unsupported at a difficult time.
We regret that this experience has affected your confidence in booking with us and thank you for bringing your concerns to our attention. Your feedback has been shared with the relevant teams for review as we continually look to improve the service we provide to our guests.
Kind regards,
Ian
Sykes Holiday Cottages
After 4 days still waiting for agent to…
After 4 days still waiting for agent to contact me,all I can say is do not book with SYKES as their customer contact is absolutely appalling. Cannot get them to contact me and as a result have lost full holiday amount that I have paid. What is going on with them .After reading my review Sykes have been in touch via whats app and i have asked for a phone call (still waiting) i have rang the number given but no reply. They wanted booking ref which is 3TS97-26-SA I am waiting for a reply
August 14, 2026
Unprompted review
Reply from Sykes Holiday Cottages
Hello,
Thank you for taking the time to share your feedback. We're very sorry to hear about your experience and the frustration caused by the difficulties you've faced in trying to contact us.
Unfortunately, as your review does not include a booking reference or details of the contact methods used, I am unable to investigate the matter further or review the communications you've had with our team.
We appreciate how disappointing it can be when you feel your concerns have not been acknowledged or addressed. While response times can occasionally be longer during peak periods, we recognise the importance of keeping our guests informed and providing timely support.
If you have not already done so, please contact our Customer Services team directly and provide your booking reference so that we can investigate your concerns fully.
Kind regards,
Ian
Sykes Holiday Cottages
Great location in close proximity to…
Great location in close proximity to beach, shops and pubs. Well equipped house.
August 12, 2026
Reply from Sykes Holiday Cottages
Hi,
Thank you for your review!
We're so pleased you enjoyed the excellent location, close to the beach, shops, and pubs, and found the house well-equipped! Thank you for your feedback.
Kind regards,
Shoaib
Customer Care & Resolution Team
Sykes Holiday Cottages
Great communication
Great communication from booking to the end of the holiday. Although we didn’t need any additional help from Sykes, it was good to have timely reminders of payment dates and access arrangements for the property as the holiday got closer.
Would recommend and use this company again.
August 13, 2026
Reply from Sykes Holiday Cottages
Hi,
Thank you for your review!
We're so pleased to hear our communication was great throughout your booking and holiday! It's wonderful that our timely reminders were helpful, and we appreciate your recommendation.
Kind regards,
Shoaib
Customer Care & Resolution Team
Sykes Holiday Cottages
Please do not book through this…
Please do not book through this company, they have the worst customer service I have ever encountered. Last month I made a payment it left my bank and they said they never received it sent proof and they tried to cancel so I double paid and raised a disbute with bank as they threaded me with a £250 cancellation fee. Then they sent an email yesterday cancelling my holiday with no explanation no phone baring in mind we leave Monday in disgusted the child are so upset no refund of £587 received yet so can’t even take them anywhere else. Really horrible experience caused me so much stress and anxiety
August 11, 2026
Unprompted review
Reply from Sykes Holiday Cottages
Hello,
Thank you for taking the time to share your feedback. We are very sorry to hear about your experience and appreciate how upsetting and stressful this situation must have been, particularly with your holiday due to begin so soon and with young children looking forward to the trip.
Unfortunately, as no booking reference has been provided, I am unable to investigate the specific circumstances surrounding your booking, payment, or cancellation. However, we understand how concerning it would be to make a payment, be advised that it had not been received, and then receive notice that your booking had been cancelled shortly before your departure date.
We also appreciate the impact that delays to refunds can have, especially when you are trying to make alternative arrangements for your family at short notice. While refunds can take time to be processed and returned by payment providers, we recognise the frustration this can cause when a holiday has been unexpectedly cancelled.
We would encourage you to contact our Customer Relations team directly with your booking reference so that the matter can be fully reviewed and the circumstances surrounding the payment and cancellation can be investigated.
We are sorry for the disappointment and anxiety this experience has caused and appreciate you bringing your concerns to our attention.
Kind regards,
Ian
Sykes Holiday Cottages
Sykes do nit publish negative reviews
We booked a cottage that was nothing like the description or photos. Complaints to Sykes fell on deaf ears and my negative review was never publishef
February 15, 2026
Unprompted review
Reply from Sykes Holiday Cottages
Hello,
Thank you for taking the time to leave your feedback. We're sorry to hear that the property did not meet your expectations and that you were disappointed with the outcome of your complaint.
Unfortunately, as no booking reference or property details have been provided, I am unable to investigate the specific concerns you have raised regarding the property, your complaint, or your review.
We take reports about listing accuracy seriously and would normally review any concerns raised about a property's description, photographs, or condition. We also encourage guests to report issues during their stay so that they can be investigated and, where possible, addressed.
With regard to guest reviews, we do not selectively publish reviews based on whether they are positive or negative. They do, however, have to meet our terms and conditions. If you believe a review you submitted has not been published, we would encourage you to contact our Customer Services team with your booking details so that the matter can be reviewed.
We are sorry that your experience has left you feeling dissatisfied and appreciate you sharing your concerns.
Kind regards,
Ian
Sykes Holiday Cottages
A beautiful property, views to die for.
The property was clean, airy, and the views we're outstanding. The owners were lovely and really helpful. Sykes have done really well to have a property like this on their site.
August 8, 2026
Reply from Sykes Holiday Cottages
Hi,
Thank you for your review!
We are so pleased to hear you enjoyed your stay and found the property clean and airy. It's wonderful that you appreciated the outstanding views and the helpful owners. Thank you for your kind words!
Kind regards,
Shoaib
Customer Care & Resolution Team
Sykes Holiday Cottages
Ease of booking and good information…
Ease of booking and good information prior to holiday. Good selection of accommodation at a good cost.
August 6, 2026
Reply from Sykes Holiday Cottages
Hi,
Thank you for your review!
We're so pleased you found the booking process easy and received good information before your holiday. It's great to hear you found a good selection of accommodation at a good cost.
Kind regards,
Shoaib
Customer Care & Resolution Team
Sykes Holiday Cottages
Great site to use. Excellent
Great site to use.
Company always give you regular updates.
Good verity of places to stay, with good prices
August 12, 2026
Reply from Sykes Holiday Cottages
Hi,
Thank you for your review!
We're delighted you found our site great to use and appreciate the regular updates. It's wonderful to know you enjoyed the variety of places and good prices!
Kind regards,
Shoaib
Customer Care & Resolution Team
Sykes Holiday Cottages
Check the small print .
Booked and payed in full a 4 night break as it was pet friendly . After, I checked to see if they had a hairdryer as I strolled down right at the end it said only one dog . ( I have 2 ) I had put 2 dogs when I was searching for a cottage . I contacted the owner and explained my situation . Saying I guarantee they would be well behaved and I would clean the cottage before leaving , but they said no only one dog . I asked if there was a refund but they said no . I then contacted Sykes who we booked with but the owner still said no . So I asked Sykes if I book another property could I have a discount . They said no I should have read the small print . I pointed out that it should have said on the booking form that they would only have one dog . After losing £500 for our 4 day holiday we could not afford to go away . Very disappointed. If booking with this company please read everything 100 percent . As I would hate this to happen to someone else . The company could have helped more but choose not to .
August 12, 2026
Unprompted review
Reply from Sykes Holiday Cottages
Hello,
Thank you for taking the time to share your feedback. We are sorry to hear of your disappointment and understand how frustrating this situation must have been, particularly after discovering that the property could only accommodate one dog after you had already completed your booking.
Property-specific restrictions, including the number of pets permitted, are detailed within the property's listing information. We appreciate that this detail may not have been immediately obvious and understand your concerns regarding how the information was presented during the booking process.
We can see that both the property owner and our team reviewed your request to bring a second dog, however the owner decided not to make an exception to their property rules. As the booking was cancelled outside of the terms under which a refund was available, the owner declined to authorise a refund.
We appreciate that this outcome was extremely disappointing and that it meant you were unable to proceed with your planned holiday. Your feedback regarding the visibility of pet restrictions during the booking journey has been noted and shared with the relevant teams for review.
We are sorry that your experience did not meet your expectations and thank you for taking the time to share your concerns.
Kind regards,
Ian
Sykes Holiday Cottages
The cottage was delightful and in a…
The cottage was delightful and in a most gorgeous location. So quiet. The view was stunning. Lots of walks close to the cottage.
July 31, 2026
Reply from Sykes Holiday Cottages
Hi,
Thank you for your review!
We're so pleased to hear you found the cottage delightful and enjoyed its gorgeous, quiet location. It's wonderful that you appreciated the stunning views and the nearby walks!
Kind regards,
Shoaib
Customer Care & Resolution Team
Sykes Holiday Cottages
We were very happy with the cottage in…
We were very happy with the cottage in Kent. The people were very friendly and went out of their way to help. We will visit again soon.
August 7, 2026
Reply from Sykes Holiday Cottages
Hi,
Thank you for your review!
We are so happy you enjoyed your stay at the cottage in Kent and found the people friendly and helpful. We look forward to welcoming you back again soon!
Kind regards,
Shoaib
Customer Care & Resolution Team
Sykes Holiday Cottages
Good but too many emails which is…
Good but too many emails which is annoying from sykes. Lapwing is amazing 2nd visit very clean well equipped,friendly owners looking forward to going back, only fault area around pod not suitable to have dog off lead, Wonderfully peaceful place, thank you
May 20, 2026
Reply from Sykes Holiday Cottages
Hi,
Thank you for your review!
We're so happy you enjoyed your second visit to Lapwing and found it clean and well-equipped with friendly owners! We appreciate your feedback regarding the emails and the dog-off-lead area. We will certainly consider this as we continually strive to improve our guest experience. We look forward to welcoming you back!
Kind regards,
Shoaib
Customer Care & Resolution Team
Sykes Holiday Cottages
Are any properties checked before listing?
We were unable to use our cottage as it had not been cleaned, there were no clean towels and the mattress and topper on the unmade bed were stained. There were dirty pots in the sink. The cottage had obvious damp issues with the walls. Neither ourselves or Sykes could contact the owner. One person that we spoke to did her best to help, but the second person, on the following day, failed to understand or help with the problem of being stranded without accommodation.
Update 21/8: I have received a refund, but am waiting for a reply to my complaint that the cottage had not been looked-over before listing, as the problems were not recent. Also the service provided by phone on the second homeless day was very poor.
August 12, 2026
Unprompted review
Reply from Sykes Holiday Cottages
Hello,
Thank you for taking the time to leave your feedback. We are very sorry to hear about your experience and appreciate how upsetting it must have been to arrive and find the property in the condition you have described, particularly when you were left without suitable accommodation.
The issues you have raised, including the cleanliness of the property, the condition of the bedding, the lack of clean towels, and your concerns regarding dampness, are not the standards we expect for our guests.
We understand your frustration that neither you nor our team were able to contact the owner to resolve the situation quickly. While we are pleased to hear that one of our colleagues did their best to assist, we are sorry that you felt unsupported during your subsequent contact with us when trying to find a solution.
As no booking details have been provided in your review, I am unable to investigate the specific circumstances of your stay or comment on the outcome of any complaint that may have been raised. However, we take feedback of this nature seriously and use it to help improve our service.
We are sorry for the disappointment and inconvenience caused and thank you for bringing your concerns to our attention.
Kind regards,
Ian
Sykes Holiday Cottages
A v beautiful lodge with excellent…
A v beautiful lodge with excellent views. Comfortable, everything you need for a week away. At Beechwood ,a table on the patio would have been useful to sit at with a cuppa
August 6, 2026
Reply from Sykes Holiday Cottages
Hi,
Thank you for your review!
We're delighted to hear you found the lodge beautiful with excellent views and everything you needed for your week away. We appreciate your helpful suggestion regarding a patio table.
Kind regards,
Shoaib
Customer Care & Resolution Team
Sykes Holiday Cottages
Avoid this company
Trip cancelled by the owner at late notice. Promised full refund which has only been partial. Sykes useless and impossible to speak to.
I will avoid in future and still await balance of refund.
August 6, 2026
Reply from Sykes Holiday Cottages
Hi,
Thank you for your feedback.
Having looked into the matter, I can see that Sykes has not been notified that your booking has been cancelled, and it is still showing as active on our system.
We appreciate that this situation is concerning and apologise for any confusion it may have caused. We are currently investigating the matter to establish what has happened and will review the information available to us as a priority.
As soon as we have further information, we will be in touch with an update.
Kind regards,
Ian
Sykes Holiday Cottages
Bracken Cottage Dalbeatie
The house that we took, Bracken Cottage Dalbeatie was excellent, the key collecting the easiest I have ever experienced, the quality of the interior and exterior excellent. Sykes was easy to book with and clear and straightforward. Well done, it was a great week away.
July 24, 2026
Reply from Sykes Holiday Cottages
Hi,
Thank you for your review!
We're so pleased to hear Bracken Cottage Dalbeatie was excellent and that the key collection was the easiest you've experienced. It's wonderful that you found booking with us straightforward. Thank you for your kind feedback!
Kind regards,
Shoaib
Customer Care & Resolution Team
Sykes Holiday Cottages
Good service, easy to use and nice properties
Booking process is very easy to complete by App or phone. I have called by phone late in a day for a same day booking/last minute decision. Very easy and helpful staff got everything done in a few minutes. Good communication and helpful. Had a couple of good beaks/holidays in nice locations.
November 15, 2025
Reply from Sykes Holiday Cottages
Hi,
Thank you for your review!
We're so pleased you found our booking process easy, even for a last-minute decision, and that our staff were helpful. It's wonderful to hear you enjoyed your holidays in nice locations. Thank you for your kind feedback!
Kind regards,
Shoaib
Customer Care & Resolution Team
Sykes Holiday Cottages
Avoid like the plague!
🚨 HOLIDAY DISASTER — AVOID THIS COMPANY! 🚨
I honestly don’t know where to start with this, but after what our family has experienced, I feel people need to know before booking through this company.
We booked a family holiday back in October 2025 for 10 people, paying it off monthly. We received repeated emails confirming our booking and, shortly before travelling, even received the key box information.
After a 10-hour journey, we arrived at the property expecting to finally start our holiday… only to discover that we could not access the property at all.
We were told by a neighbour — who was related to the family — that the property had been repossessed and was now on the market.
Nobody had contacted us.
Nobody had cancelled our booking.
Nobody had warned us.
We were simply left standing there after driving 10 hours with 5 children im also 6 months pregnant and we had some one who has limited mobility , including 2 under the age of 2, with nowhere to stay.
We called the so-called emergency line at around 11pm and waited approximately an hour for a response. Imagine being in that situation with young children, needing somewhere safe to sleep and somewhere to prepare hot milk, while having absolutely no idea what you’re supposed to do.
When we finally spoke to the company, we expected them to take responsibility and find us suitable accommodation within the area we had originally booked.
Instead, we were told to choose from holiday homes hours away from our original destination.
At this point, we weren’t asking for anything unreasonable. We just wanted the holiday we had paid for and somewhere suitable for our family to stay.
The customer service throughout this whole situation has been disgraceful. We’ve been passed from person to person, told that certain people are “off that day”, asked to send yet another email or complete yet another form, and repeatedly given excuses about the property owner.
To be completely honest — we don’t care whose fault it was. The property was still advertised, booked, paid for and confirmed to us. The responsibility should not have fallen on a family who had travelled 10 hours with five children.
We were promised compensation and told it would be dealt with quickly. We sent the invoices requested and were told we would be reimbursed within a day.
We are still waiting.
We were promised one thing and then given another.
I have repeatedly tried to speak to the same person dealing with our case, only to be told they are “off that day” — leaving us to start the whole process again with someone else.
This whole experience has been incredibly stressful and completely ruined what should have been a family holiday.
A holiday booked, paid for and confirmed should not end with a family stranded outside a property that no longer existed as a holiday rental.
If you are considering booking through this company, PLEASE DO YOUR RESEARCH FIRST.
We certainly won’t be booking with them again.
#HolidayDisaster #HolidayFromHell #CustomerService #FamilyHoliday #TravelWarning #HolidayRental #Avoid
August 15, 2026
Unprompted review
Reply from Sykes Holiday Cottages
Hello,
Thank you for taking the time to share your experience. We are truly sorry to hear about the circumstances surrounding your holiday and appreciate how distressing this must have been for you and your family.
Travelling for 10 hours with five children, including two under the age of two, whilst pregnant and accompanied by a family member with limited mobility, only to discover that the property was unavailable on arrival, is clearly not the start to a holiday that anyone would expect. We fully understand the frustration and anxiety this situation would have caused.
Following our investigations, we found that the property owner had not notified Sykes that the property had been repossessed and was therefore no longer available for holiday bookings. As a result, the booking remained active on our system and key collection information was issued based on the information available to us at the time.
We appreciate how upsetting it must have been to arrive at the property and discover that it was unavailable, particularly after receiving booking confirmations and key collection details before your departure. We also understand your disappointment with the alternative accommodation options that were offered and the difficulties you experienced whilst trying to resolve the situation late in the evening.
We are sorry to hear of your dissatisfaction with the communication following the incident, including the need to speak with multiple colleagues and the delays you experienced whilst seeking a resolution. We understand how frustrating this would have been during an already stressful situation.
Whilst we cannot discuss the details of individual cases in a public forum, we recognise the significant impact this situation had on your family and regret that your holiday was affected in this way.
Kind regards,
Ian
Sykes Holiday Cottages
Website was easy to navigate and…
Website was easy to navigate and communication was good. Prices were very competitive
August 6, 2026
Reply from Sykes Holiday Cottages
Hi,
Thank you for your review!
We are delighted to hear that you found our website easy to navigate, appreciated our communication, and found our prices competitive.
Kind regards,
Shoaib
Customer Care & Resolution Team
Sykes Holiday Cottages
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