Sykes Holiday Cottages - Chester

Rogue D.

Late November 2024 I booked Bayside Cottage in Rosslare via Booking.com. I booked this location specifically for its close proximity to Rosslare harbour to catch my ferry on later that week, and availability of an internet connection.

On Saturday 4 January 2025 I called the owner to receive the code for the lockbox. The owner would meet me to explain several things including heating. I texted the owner half an hour in prior to my arrival as agreed; no response.

Myself, I had 1 bar of mobile network connection on my phone (Vodafone) outside of the cottage, and was unable to make a call from the cottage. I had to go outside and sit in my car (because of the rain) to call the owner and even that was dodgy because of the bad connection; no response. I received a call back a few minutes later and I explained the situation. The owner said the internet should be high speed broadband, and that the weather (rain) was the issue.
I checked the router to see what type of broadband internet was available. It was a mobile broadband connection from Vodafone via a SIM-card. I ran several speed tests and the majority would not even connect, and gave a connection/no internet error on multiple devices. I could not connect to my company's VPN which rendered my stay useless, as I was expected to work from that location.

At the indicated time of arrival no one was there. I waited for several minutes, then called the owner; no response. So I went ahead and entered the property to inspect, and unload my car.

There was no information about anything in the cottage; how the heating works (it was turned on), or how to the Wi-Fi works. I was able to find the router high up on a ledge below a Velux-type window. I was able to connect to the Wi-Fi, but there was no internet connection, or very intermittent at the least. The smart TV-services like Netflix or Prime Video were not working either.

I decided to drive in a few different directions to check the network. I drove into town, to several main streets and the train station. In most locations I had 4 (maximum) bars, all on Vodafone mobile internet. As soon I drove to Bayside Cottage, the network connection became poorer and poorer.

I decide to contact Vodafone to see if there was an issue with their network. They confirmed there was no issue with their network in the area. However, they did highlight that the network in the area of the cottage is 'fringe', and there was no high speed broadband on the Eir code of the cottage. See below screenshots from the Vodafone website confirming a 'fringe' (poor) internet connection, contrary to what the owner claims that he had 'high speed' broadband. I called the owner again; he responded agitated that there was high speed broadband and that the weather was the issue. Then he hung up.

I then called Sykes to submit my complaint. I spoke with Jacqueline who conformed she would look for alternatives, and that I would hear back from her the same evening; no response. I did mention that I am willing to pay for 2 nights if another accommodation can be arranged. Shortly after the phone call I received an email to confirm the case.
This morning, Sunday 5 January 2025, still no response, contrary to Jacqueline's statement the evening before. I left messages via email; no response. I left messages via WhatsApp; no response (other than Sykes encountering a high volume of contacts). I did several other speed tests and although there was a very slight improvement, it confirmed (dry weather, no rain or other weather issues) - and what Vodafone sated - that the internet connection is poor at Bayside cottage.

Poor internet is also mentioned with a review on your own website. Of course I never saw this (nor the negative review on Booking.com, it was submitted after I booked) because I booked through Booking.com.

Until I called to hear my claim was rejected, I reported a scam/fraud with the police, and requested a chargeback via MasterCard. Avoid at all cost.

Mike R.

To be clear, I'm rating the service from Sykes during and immediately after the booking. The process of booking, up to secure payment, was fine - and would have rated 5 stars. But there were problems after that. The website said I'd receive confirmation in 5 minutes, so I waited...and waited...and waited. About an hour later I received an email saying "Your holiday is waiting in your basket. To ensure it doesn't get snapped up for your preferred dates, simply click below to complete your booking." Very confusing - there was no "basket" and besides our payment had gone through successfully and our chosen property was no longer available for our selected dates...and there was nowhere to click. BUT, worst of all, it was almost impossible to work out how to contact Sykes to check everything was OK. After a lot of going round in circles and up blind alleys, I eventually found a way to contact them through WhatsApp. The AI bot originally refused to do anything without a booking reference - which, of course, I didn't have; so I asked to chat with a human. I got a response "An agent will be in touch as soon as one is available". Well, I guess agents are in short supply as over 24 hours later there is still no reply. Fortunately, nearly 24 hours after booking, I've finally received an email confirmation. I think that, in the circumstances, 2 stars is quite generous and would suggest to Sykes:
A. Don’t promise confirmations in 5 minutes if they can take a day, or possibly longer, to arrive
B. Review your contact methods

Beatriz S.

Let me start by saying that I review places A LOT, and if you check my profile you’ll see I rarely give a rating below 3*.
I wish I had checked Sykes Cottages’ Google reviews before booking with them. Property (Shepherd's Retreat Hut in Cornwall) was falsely advertised by Sykes Cottages as having Wi-Fi. Additionally, when we got to the property, there was an eco-toilet, which was not mentioned in the advertisement – it’s standard to mention this feature, and we had ruled out other options because they had an eco-toilet.
The property’s kitchen was not clean to an appropriate standard – there were crumbs across the surface, sticky rice in the chopping board and the utensils were not properly clean. I have coeliac disease, and any trace of gluten makes me violently ill, so this was a big concern for me. There were cobwebs across the property, demonstrating a lack of maintenance and cleanliness. On the day, we got contacted by the owner to let us know the previous guest had broken the blind in the bedroom. She stated her husband was not able to fix it, but her son would come by later on to fix it – when we got to the property, it had not been fixed, which meant we had no privacy inside the hut. The other side to the privacy issue was that the property advertisement was misleading in that it used language emphasizing the privacy of the garden and hot tub, including tactical angles on the pictures, when in reality, there’s another hut right across from it, so every time you’re outside at the same time there’s essentially no privacy. The blind in the bathroom was also not working properly.
This trip was meant to be a relaxing experience to enjoy my birthday, and it just turned into a nightmare. I refused to spend my birthday in such a place, and we contacted Sykes Cottages exposing all the issues encountered. They took responsibility for the false advertisement of the Wi-Fi and refunded us the booking fee - £42. They did not take responsibility for anything else and suggested we went back to the hut so the owners could attempt to make things right. We refused to go back and in hindsight my instinct was correct. I looked at reviews of their campsite Pattacott Farm Glamping and Camping (where the hut was located), and there were multiple 1 star reviews alluding to police presence, knives, and domestic abuse between the owners. I wish I had checked these reviews beforehand. Sykes Cottages then said they would speak to the owner to see if they were willing to offer compensation. Surprise, surprise, they weren’t. And Sykes seem to find this acceptable. Sykes Cottages and the owner of the property broke their own terms and conditions and yet refuse to refund me for the two remaining nights. We lost £311.

mark S.

We booked 4 the Old Smithy on the Isle of Wight for our family holiday. (Through Sykes)

The standard of cleaning was not good at all. For a property costing £1200 per week we would not expect it to look like it hadn't been cleaned in months.
The state of repair in places wasn't good with curtain fittings hanging off the wall a defective shower screen and kitchen chairs that were chewed presumably by a dog.
The window in number 2 bedroom was broken and could only be opened at the bottom,not good for children!

The house it's self is layed out nicely,it's in a nice quiet location,close to shops.
My impression is that the owner has just given up with no attention to detail it's like they have just got used to taking the money ,with no consequence for providing a poor product.

Many of these issues could be sorted very easily with some fresh paint ,new chairs a bath panel and a really good deep clean .

Now here is the problem Sykes don't answer the phone . They did message back eventually but just hide behind the (we are only the agent line) In short book with Sykes at your peril. If anything goes wrong with your property it's not likely to get resolved. You will just get fobbed off.

Wake up Sykes look at all the other reviews if you care at all about your customers and repeat business you need a rethink.
Chances of us rebooking with you currently are nil

David S.

Fabulous Christmas Break at the very lovely Cannons Folly 🎅🏻🌲
Beautiful clean apartment, with wonderful views. Everything you could possibly need. Super comfy bed & fluffy towels. Lovely touch of a wonderful Christmas Hampers, so appreciated 🙏, Paul was so friendly & very knowledgeable of the area, great guy. We would love to visit again.

Shelly B.

Had a lovely week away in one of their huts, Cariad Bach, & timed it well with the weather. Very clean, perfect location with stunning views. Already booked with Sykes again for next month!

John

Easy to book holiday but the website and app are useless for contacting Sykes and direct contact number is also useless.
I wanted to pay my balance early but on the app and the website it comes up as I don’t have a booking but I have a booking reference and have paid my deposit and a booking confirmation from Sykes
If Sykes don’t want my money early I’ll just hold on to it until you take the balance on the due date very frustrating can you just speak to a person these days 😬

Lisa H.

I received brilliant 5 star customer service today from Melanie. She listened to my needs, she was very patient, polite and friendly.
Her communication is superb, I really enjoyed the whole experience in booking a holiday via Melanie, she went above and beyond to ensure I had booked the right lodge for my holiday needs. She has made a dream of mine come true and I cannot thank her enough for that. Thank you Melanie and keep up the good work! You really are a superstar!