I recently had a booking with them from 26/01/19 to 30/01/19 in Peasenhall with my wife as a short break to celebrate her birthday. We have now returned but felt compelled to advise others regarding the experience we had. We arrived the evening of 26/01/19 to find the cottage stone cold, to the point where we could see our breath in the air! Despite using the thermostat control we could not get the heating to come on. It was clear there was an issue with the boiler, compared to the neighbouring cottage whose boiler was firing away at the rear of the cottages.We contacted the help line and was told someone would call us back. I called again as it was freezing. A local contact was sent along and after checking the boiler and thermostat he declared there was a problem. It was clear we could not stay there overnight without heating. We contacted the help line and suggested that as another adjacent property was empty, could we not go there, but we were advised that it was not available for the duration of our stay as it had a booking 2 nights later. It had been nearly 2 hours by now and we were sitting in the car with the heater on. We were then sent to another property located down the road as we were told we could remain there for the rest of our stay. By this time it was nearly 22.00 and we just wanted to get out of the car and relax. We duly drove to the alternative property, only to find a bed that had been slept in, a pile of dirty towels in the bathroom and rubbish in the kitchen. In short , we had been sent to a dirty unserviced property. It was now after 10 o'clock at night and we were getting really fed up with the customer help line lack of help and now apparent incompetence. We rang again and were then told to go back to back to the empty property adjacent to where we had started this nightmare. Pushed from pillar to post is the phrase that springs to mind and not what is expected of Best of Suffolk holidays (as we have stayed several times before.) Sunday was my wife's birthday and we had plans for the day but all the while waiting on what was happening and where we were going to be moved to next. I contacted the help line again and was advised by the operative that answered the phone that she was not aware of the problems we had experienced. Despair! The reason we travelled down on Saturday was so we could get unpacked and settled in before for Sunday, my wife’s birthday. At this stage we had still not unpacked. Late Sunday afternoon we were told that the original property was still waiting for a plumber and our options were: we could wait and see if we could get back in to the original property if the problem got rectified, we could spend one more night in the adjacent cottage (knowing we'd have to move again first thing in the morning) or move back to the unserviced property, which had now been cleaned. We opted for the later. We eventually unpacked Sunday evening. Whilst the property was lovely and we appreciated the champagne in the fridge, I don't feel in any way it makes up for the awful experience and customer support.The reason for the short stay was for my wife's birthday and by time we got settled in it was nearly over. I am very disappointed and expected better from an established company. On our return home I emailed Best of Suffolk but received no reply until I emailed a second time, asking for a contact name to complain to. The response to our emails was to explain that they needed to contact the owners of the original cottage and they were currently out of the country but we booked with Best of Suffolk not the owner. Not only this but the other issues have not been addressed, seeing as the boiler problem was clearly not the only issue. They took no responsibility for the complete fiasco that took place and the complete lack of empathy for the situation we were in. We have stayed several times with Best of Suffolk and it saddens me that yet another company seemingly has put quantity over quality.