Do not book with this company! Communication is poor and are trying to recuperate money lost due to the COVID 19 situation in what ever way they can. I booked a house for 16 people last year and within a few weeks my father who was healthy suddenly died of a cardiac arrest. Due to religious reasons my mum would not be able to go and we did not want to leave her on her own at this awful time. After a firm call by my brother, they agreed to let us change our booking to this year. We had the option to make the dates available for others to book and we would lose 20% of the cost should someone else take our booking. When I checked with sleeps12 in January 2020 they told me no one had taken the booking but not to worry because even if no one else took the dates we would have the option to move the booking to a date that suits the whole family and that they would contact me as soon as some else takes the booking. In June I called to check the dates of the booking as we wanted to go ahead and keep our booking, if government’s advice allows this. No one had been in contact from sleeps12 so I assumed no one had taken the booking which made sense as the government had not made any announcement regarding families meeting which would therefore not enable companies such as sleeps12 to take any new bookings. Upon contacting them I received an abrupt email to say I had cancelled my booking. I responded and explained what had been agreed and demanded that some calls me. After several attempts I managed to get through to someone and was told that another customer had taken the dates and property booked by us. I asked about not being informed and the refund. I was told that the finance team would be in touch. I then received another email to say that there would be no refund. I replied demanding someone from management calls me. Nobody called but instead I received an email to say I would receive £1500 of the £4050 we paid. I called again for an explanation. They were rude and insensitive. Started to tell me how the house owner had done us a favour last year by allowing us to change the dates , I pointed out it was compassion he had shown not so much a favour. She carries on by saying we had chosen to change the dates , I had to remind her that we hadn’t chosen to lose our father! I became really upset over the phone and had to end the call. When I called back I was told ‘this is over’ They kept changing what they said... 1st they told me I had cancelled the booking Then someone else has booked out dates and the finance team will be in touch Then there would be no refund This changed over night to £1500 I’m so disappointed. We thought we were dealing with honest professional people. My Mum is looking forward to spending time together with her children and grandchildren- don’t know how to tell her we’ve no longer got a booking not to mention the financial loss.