Puffin Cottage

Avoid Puffin Cottage Holidays – a booking mistake that ruined our holiday. Our experience with Puffin Cottage Holidays was extremely disappointing from start to finish. We drove approximately five hours to begin our holiday, only to arrive and find that the accommodation we had booked was not available. The owner was there carrying out repairs and planning to stay overnight, He said he had not been informed by Puffin Cottage Holidays that there had been any bookings. In our opinion, the property was not in a condition that was ready for guests, with work still taking place, and we did not consider it reasonable or acceptable to stay. With no suitable accommodation available, we had no option but to turn around and drive the five hours home again, making it a 10-hour round trip for absolutely nothing. Puffin Cottage Holidays refunded the cost of the holiday, but then refused to reimburse our £79.36 petrol costs, despite asking us to provide our fuel receipts for consideration. We were not asking for compensation for the wasted day, the disappointment, or the 10-hour round trip caused by their booking error. We were simply asking them to reimburse the direct fuel costs we incurred because of their mistake. The company has since claimed that we were offered the option of waiting approximately 30 minutes for the apartment to be made ready. That is not how we remember the events. We do not accept that this was communicated to us at the time, and the condition of the property did not give us any confidence that it was ready to be occupied. What disappointed us even more was the way our complaint was handled. When I explained that, if the matter could not be resolved, I would leave an honest review of our experience, I was met with the response, "Thank you for the threat." I found this dismissive, unprofessional and an astonishing way to respond to a genuine customer complaint from someone whose holiday had already been ruined. Mistakes can happen, and we appreciate that no business is perfect. What matters is how those mistakes are dealt with. In our experience, Puffin Cottage Holidays failed to take responsibility for the financial loss their booking error caused us, despite refunding the holiday itself. A modest request for reimbursement of our petrol costs was refused, and our complaint was handled in a way that left us feeling ignored and undervalued as customers. Based on our experience, we would not book through Puffin Cottage Holidays again and cannot recommend them to others. If you are considering booking with this company, I would strongly encourage you to read all of their reviews and decide for yourself whether this is the level of customer service you would be happy to receive if something goes wrong.

a month ago · via Google

We recently spent another great week in The Cottage in Wiseman's Bridge. Its location is superb. The view from all upstairs windows and from the lovely patio is breathtaking, and yet also soothes the soul. Listening to waves rolling onto the beach is so relaxing. The staff at Puffin Cottage Holidays are always helpful and we enjoyed the welcome gifts left for us at the cottage. You cannot beat being able to make a pot of tea after a long journey

4 months ago · via Google

A lovely stay at Hazelglade cottage. It has everything you could wish for, in an ideal location for a short , flat walk into Saundersfoot, whist also being in a quiet area. The cottage itself is immaculately clean and has an abundance of well equipped kitchen items. The hot tub was perfect. The booking process was seamless, with helpful, friendly staff. Highly recommended.

4 months ago · via Google

Holiday review: Excellent and relaxing. Very quiet as was advertised. Well fitted out with everything you need. 2 bathrooms was great, had a his and hers!!! Good value. Property review: Spotlessly clean. Well kitted out with everything you could possibly need. Some lovely touches like the milk, welcome goodies, much appreciated.

4 months ago · via Google