Suffolk Cottage Holidays - www.suffolkcottageholidays.com

Arrived Friday evening to be confronted by dark grubby and damp cottage.

It was quite clear it had not been cleaned properly in months.

Complained and offered a clean but mattresses were very badly stained and damp to the touch - horrible

We left after one night - The agency has not contacted us to show any concerns and the owner has refused a refund. Holiday ruined

Like most websites the pictures and assurances look great but they are all empty promises

Never again.

I wish I'd seen the review by the other person on this company before booking as I wouldn't have bothered. DON'T USE THIS COMPANY.

When we arrived we were greeted with a disgusting stench from the bins and then a toad on the inside door mat. Brushing it aside we got the kids to bed and then over the course of the evening had to carefully remove 9 more toads. Trips to the downstairs loo in the night were perilous to avoid the small jumping amphibians. I sent three emails to the company who ignored them completely. I contacted the owner directly and she came around and fiddled with a few things but basically as they are nocturnal didn't achieve very much. We were visiting some sick relatives and so didn't really have the inclination to spend the whole time finding alternative accommodation that we weren't super would get reimbursed plus there wasn't anything we could find anyway (in our price range).

During the course of the stay we removed about 20 in total, and also incidentally connected the battery up in the downstairs smoke alarm and inserted one in the upstairs one!!!!!!

Suffolkcottageholidays eventually sent a terse response saying they had acted on my first email but I'd already contacted the owner - this is as per their instructions which basically say you'll get no help and you are on your own. They reported that as the owner had tried to come out and remove them (and failed) that she had tried and therefore we were not entitled to any compensation or even a gesture of goodwill. They felt it was acceptable to spend the whole evening every evening removing toads, and that having them hop around your feet whilst having breakfast was perfectly acceptable. How bizarre! Look out for the hopping critters on YouTube as I can't spare the nation a view of a perfectly acceptable standard of accommodation by suffolkcottageholidays ...

Trying to book a late minute 'long weekend' break in Suffolk I landed on the website of Suffolk Cottage Holidays (suffolkcottageholidays.com) and found a property which seemed to be ideal. The pictures looked nice and the map on their website showed the cottage to be away from the main road and a short way up a small lane. But, I couldn't find it using Google Streetview. So I sent an email asking them to confirm that the property was not on the main road, the response confirmed that the cottage was not on the main road and was up the small side lane. So I booked it. However, when the driving instructions arrived it stated that I should proceed up the main road until I got to a pub on a cross roads and on the opposite corner to the pub I would find the cottage! I telephoned to clarify and was informed that I had chosen the cottage myself from the website and that the booking was final. I then complained to the owner to be told pretty much the same. When I pointed out that the map on their website showed the property up the side lane and that had been reiterated in their email response to my question, I was again informed that the booking was final and it was my problem for chosing the property. I then pointed out that it was far from my problem, they had deliberately misled me and I would take it further. At which point I got an email advising that the position of the cottage on their website had been rectified and I could have a refund. All in all they were rude, supercillious and arrogant. Defintely one to avoid (as an aside I instead booked via a company called Best of Suffolk (www.bestofsuffolk.co.uk) who were helpful, professional and the cottage I booked was as described!