“Disappointing”
The setting and it was clean. We booked two nights at this accommodation; however, the information presented by was materially misleading and did not adequately explain a significant and fundamental restriction affecting access to the property. The listing stated that the boat was approximately a two-minute walk from bars, cafés and local amenities. This gave the clear impression that the accommodation was readily accessible from the mainland and that we would be able to come and go in the normal way. However, we subsequently discovered that the accommodation is actually located out on the water and that access to and from the boat is dependent upon the tide. As we had a return flight at 6:00am, we would have been unable to leave the boat in time on the morning of our departure. As a result, we were unable to stay for the second night of our booking. We made several attempts to resolve this matter directly before our stay, including multiple conversations with Customer Service and discussions with the owners of the accommodation. Despite these repeated attempts, the matter has still not been satisfactorily resolved. As a direct consequence of this issue, we were only able to use one night of our two-night booking. We then had to find alternative accommodation for the night of 26 August 2026, resulting in additional and unnecessary expense to us. This issue is not simply a case of misunderstanding a minor detail. The restriction affecting access to the accommodation was significant and fundamental to our ability to use the booking, yet it was not adequately communicated in the property description. Our attempts to resolve the matter have also been extremely disappointing. Customer Service has been difficult to deal with and, despite explaining our concerns on several occasions, our issue was not properly addressed. There also appears to be no straightforward or effective way to escalate a genuine customer complaint
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