Pure Cornwall - www.purecornwall.co.uk

We booked accommodation for a week in Cornwall with Pure Cornwall letting agency. It was expensive, a luxury house with all amenities, but we went for it anyway. Prior to booking I had confirmed with the agency that the house had wi-fi and I was assured that it had.

On arrival we found that the accommodation was not of the standard that had been advertised. there appeared to be no wi-fi available, the furniture was different to that in the photographs - on one photo it showed an elegant dining room suit but on inspection it was an old battered table covered with a plastic table cloth. There was supposed to be patio furniture with a parasol, yet the parasol was locked in a garden shed and there was no key. there was also supposed to have been a trampoline for children, this was not there.

The lounge furniture was again not the same as the photograph and the occasional tables were tatty, scuffed and scratched. The carbon monoxide alarm was laid on the hearth next to the fire, it should be at least head height and at least one metre away from the fire.

We contacted the agency the next morning (Saturday) and was told someone would get back to us that day, it was Monday lunch time before anyone did. They said they would check into it, the next day they phoned back to confirm there was no wi-fi in the property. I told them there were other issues with the accommodation and was told to wait until I returned home the email the boss. I did this and did not even receive and acknowledgement from them, I again contacted them asking for an acknowledgement and a copy of their complaints procedure, again I received no reply.

This company is obviously very unprofessional and cannot be trusted to supply the accommodation they advertise. I would warn against anyone using them in the future.