Ellerton-on-Swale Holidays from £549

Such a let down! Pictures nothing like the room itself. When we eventually found the house, the outside looked like a tip! Food waste by the door, grass overgrown and very smelly. When we opened up the apartment, we thought we were in the wrong place. Nothing like the advert. Whipped cream in the cupboard, washing in the washing machine and the view out the back window was dreadful. Overall, nothing like the advert and needed lots of work. We refused to stay, luckily, the owners allowed us to leave without losing our money. That is the only saving grace about the apartment....

The room was lovely, breakfast was lovely and staff were friendly. Breakfast was great quality and plentiful. The Spa and treatment were great but the pool was overcrowded with spa days for the size of the pool, and the sauna was out of order on the second day, which was disappointing. Good gym facilities.

The apartment was good, but the company took a 100 GBP damage deposit (it was supposed to be a hold but the money was debited from my account). They then claimed not to have actually taken the money (despite evidence to the contrary) and despite acknowledging the need to return the damage deposit claim to have done so without actually having done so (because they claim it was just a hold). Communication with them is extremely poor because it is largely through an AI assistant - and when you actually are communicating with a person you keep getting different people who only stay logged on for short periods and never get to the bottom of the issue. Essentially they stole 100 GBP.