2/10 Poor
Martine
7 Oct 2025Disastrous
The booking process was easy & communication up to the date of accommodation was fine.
We were given a key code to allow access to the key for the property, & after a full day at the cricket, turned up at the address at 11pm ready to enter our accommodation & go to bed. The keybox opened no problem using the code supplied, however there was no key in the keybox!
We couldn’t speak to the property owner as we were only supplied with was a WhatsApp contact. We exchanged numerous messages to advise no key was present and we were unable to access the property.
They tried & failed to contact the housekeeper to find out what had happened.
My wife, 2 sons and myself were standing outside the property in the dark & cold. As they couldn't contact the housekeeper they would cancel the booking, which was unsatisfactory as we were cold, tired & over 2 hours from home. Neither my wife or me had been drinking, so we drove the 2 hours 10 mins back home whilst very fatigued after a long day.
The next day we contacted Travelnest to request a full refund & compensation for the massive inconvenience suffered. Travelnest agreed to a full refund but refused any compensation, & advised it would take 7-10 days for the refund to arrive. The refund didn't arrive so I chased them & they said it would come via Expedia.
No contact details were supplied by Travelnest for Expedia, so I asked them to supply this. They gave a no. & Shagufa at Hotels.com who was very helpful & issued the refund very quickly.