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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

To ask Sykes if holiday cottage has a freezer?

14 replies

laundryelf · 28/07/2022 11:34

We have booked a much needed break in a Sykes holiday cottage, first family holiday in four years. I am doing an online food delivery and wanted to check if the house had a fridge freezer. It's not mentioned on the house details or shown in the photos on the site. I contacted Sykes chat to be asked for my booking reference which I gave, along with my name and my husband's who made the booking.
Chat person said they couldn't see any fridge freezer listed on property. I asked if they could check with the owner. The person refused to do so until my DH had contacted them and "passed data protection". I said he was busy at work but would call when he had time. I asked for a transcript of the conversation to be sent to my husband and the Sykes complaints department as I felt they could use it to improve customer service. The chat person refused! I explained it wasn't a personal complaint as I understood they were following procedures but still told no. DH would have to pass data protection first.
Was I being unreasonable to ask question? Would you be annoyed by this?

OP posts:

emmathedilemma · 28/07/2022 11:37

sounds like a bit of a jobsworth. You could have been making an enquiry before booking the property.

BlanketsBanned · 28/07/2022 11:41

Yep, aounds like a lazy jobsworth but if its not listed I would assume there isnt one, could you wait untill you arrive and do a shop then.

stayathomegardener · 28/07/2022 11:55

Good grief that's just a generic question.

Ex Sykes cottage owner here, just ring back and ask them to email the owners to ask or see if the cottage is listed on a different platform like Airbnb.

wherearebeefandonioncrisps · 28/07/2022 11:55

I can sort of see why they're being like that.

If the holiday was booked by your husband then the company aren't obliged to speak to you.

stayathomegardener · 28/07/2022 11:57

Also have a look on your booking paperwork, you may see the owners contact number.

BlanketsBanned · 28/07/2022 11:57

Can you google the cottage and see if its listed anywhere else that might have more details

fruitbrewhaha · 28/07/2022 12:00

How stupid. I would call them back later pretending to enquire before making a booking.

However if it's not listed there won't be one. When i rented out out holiday cottage a freezer would have raised us to a 4 star but there wasn't anywhere to put it. So an owner will list a freezer if there is one. There should be an ice box in the fridge though.

Original poster

laundryelf · 28/07/2022 12:24

DH called, they asked for booking reference number only and will let him know when owner responds! Took two minutes and no other questions, data protection or anything else asked!

I was on the chat for 35 minutes waiting for chat to reply!
At least the chat person got paid so not a total waste of their time, unlike me. Never booking with Sykes again, would cancel this holiday if we weren't so in need of a break after a stressful time.

OP posts:

Original poster

laundryelf · 28/07/2022 12:26

Thanks, did try googling it on other sites but all use same listing and photos as Sykes.

OP posts:

Elphame · 28/07/2022 12:47

You've just had a taste of the legendary Sykes customer service I'm afraid. They don't like to do any work for their 20% or more commission.

I would assume there isn't one and unless it's the owner themselves who tells you there is one, I'd still assume there isn't whatever Sykes CS tell you!

Book direct is definitely the way to go

CounsellorTroi · 28/07/2022 13:43

I’ve just googled the cottage we regularly stay in (though we book direct with the owner now) which does have a freezer, and it is listed. So would have thought your cottage would list a freezer if it had one.

Mindymomo · 28/07/2022 14:13

What annoys me with most holiday bookings is you need a lead name and you cannot book as Mr & Mrs. We had a booking with Sykes in 2020, they wouldn’t speak to me about a booking when my husband was in hospital, but I was able to change booking online using the online request.

earlydoors42 · 28/07/2022 14:50

I wouldn't stay with Sykes again after the terrible customer service when we had issues

gatehouseoffleet · 28/07/2022 14:53

How is the existence or not of a fridge freezer personal information?

Why do people have such woeful understanding of the rules?

When I had someone refuse to speak to me because the account was in my husband's name I pointed out that the bank account details were in joint names and if they didn't speak to me I would cancel the payment. They found a way to speak to me then, although it was pre-GDPR. The best one was when an energy supplier phoned me, asked for a meter reading and then wanted to put me through data protection process. Er no. You called me and anyway a meter reading is not personal data. They wouldn't back down. Neither did I. Someone came round to do it a few weeks later.

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