The Best of Exmoor

I booked a very last minute break, Chris and his team were really quick at getting back to me and very helpful. The cottage they found us in Dulverton was perfect and we had a very relaxing break. I would definetly book a holiday cottages with them again.

There were just one or two slight niggles but nothing that we wouldn`t want to experience again. Otherwise it was perfect and would recommend Quay Cottage to anyone. Facilities were excellent and the Fish and Chip shop opposite absolutely essential to dear old Porlock Wier. The booking was easy , speedy and welcoming. Very impressive and the Housekeeper easy to contact and very approachable.

We have been to the same cottage for 2 years running and have booked again for next year! The quality and comfort are 5 star. The welcome pack is much appreciated especially the wine lol. Someone has thought about this property so well ie the good quality radio and quirky ornaments, making the whole experience wonderful. I am disabled and this suits us perfectly. Also the company are so friendly and helpful.

Without doubt the best cottage rental we have ever used, always a fast response and any issue we have had have been dealt with with the hour,
we have used the best of exmoor now for over 5 years, I recommend them as I do to family & friends, worth the 5 stars

Site is much improved from the last time we used it 3 years ago having the price of the property in front of you is far better than having to e-mail for it and speeds up your decision making .

Fascinating stay in a house dating to the 12th century with access to a beautiful garden. Friendly and engaging owner.

I booked a cottage for next year, leave me alone !!!!

A fabulous four nights spent in this lovely cottage in an idyllic location .

I don't like booking on line - so Chris was good enough to answer all my questions and take the booking over the phone.
Very helpful and his knowledge of the property was invaluable.

I have previously booked through The Best of Exmoor and have found the service excellent for researching and booking "dog friendly locations ". This will be our second stay at this venue.

Hi

i would have liked to book this accommodation for at least an additional 5 nights.
The online booking only allows for a 21 night maximum.

After contacting Best of Exmoor we were given a price of 1650 for a 26 night stay, i.e 537.00 for the extra 5 nights, o,r 107 per night. The cost for a 21 night stay was 1113 or 53 per night! So by extending our stay we were being asked to pay twice as much per night!

I would have thought that a March booking for a total of 26 nights would have been most welcome to the owner and agent?

Incredibly helpful when booking for 3 families and 4 dogs! Definitely use again.

Our first time to St Anthony's Cottage but we will definitely be going back. Such a beautiful location. The accommodation was 1st class and the view was amazing.

We have stayed in St Anthony's cottage three years in a row, and have booked for 2017! It's that special, that good.
The location is excellent, and the accommodation is very comfortable and inviting.
If the weather is inclement it is no hardship to snuggle up on the large comfy sofa with a good book, or just sit and gaze out to sea at the spectacular view .
In the evening it is a pleasure to cook something tasty in the lovely kitchen,. and asrffgttas the property

Good, once we'd exchanged a message or two about online reviews. The online booking process was good, too.

I have found the team to be very helpful in helping us find a property for our New Year break. We have never visited this area before so very much looking forward to it

This is our 3rd or 4th time with The Best of Exmoor and each time has been a pleasure. The properties are excellent and the service provide is excellent also. We love Porlock and have been coming every May now for 5 years.

I found the chat line (with Natalie) very helpful & it made the process quick and easy. Now looking forward to the holiday!

I tried to find out a little more about the company as I had not booked with them before and wanted to make sure they were bona fide. I found this difficult but eventually got some concrete details, i also phoned there office but the main person i was told was out which made me suspicious as I did not want to hand over cash to a web site without being sure it was not hooky. There is a lack of detail for someone like me on their web site this company needs to ensure that people can have complete confidence when handing over cash how they will do this I am not sure but there must be a way. I still am not 100% sure maybe 95% I will know more when I arrive at my cottage hopefully it will be there, fingers crossed.

This review has been revised to 1* - I have detailed below why and included transcript of communications with Best of Exmoor...

I made a booking through #thebestofexmoor for Christmas 2018 and, after booking, was asked to rate the booking process via Feefo. Having used the company 5/6 times before, I felt that the service received on this occasion was slightly below the norm and hence left a 3* ‘neutral’ review which is detailed below.

The owner took exception to this and despite asking him to contact me, chose not to. Instead, he emailed to say he cancelled my booking and told me to use another company. As stated, this booking was my 5th or 6th booking so, as a returning customer, I was surprised to say the least! In view of this, the rating has been revised to a 1* rating.

The original review is detailed below along with a transcript of our subsequent emails - most recent detailed first, right through to original chat transcript that I based my review on. (My email / IP Address and mobile number removed to avoid spam.)

ORIGINAL 3* REVIEW:

Usually have a great experience with staff at the Best of Exmoor but last online chat was hard work! Rep obviously has English as second language and didn’t answer the questions I asked, seemed to give random info.

Hope this was a one off as company usually very easy to deal with.

THE BEST OF EXMOOR RESPONSE:

________________________________________
Sharon
Subject: Interaction with Sharon
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JUL 12, 2018 | 11:22PM BST
Chris replied:
Hi Sharon,

Thanks for your message and taking the time to reply. I have reviewed the communications, I’m sorry you felt your questions weren’t answered during the few minutes you were using live chat. I will discuss will Bala and explain his help has left you dissatisfied and look to make improvement for future online chats.

I do think it was a bit harsh to make your comments public, negative reviews have a big impact on small business.

I would prefer you booked with another company and will refund your payment for Quay Cottage.

Let me know if you need more help.
Kind Regards

Chris
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Sales and Support
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JUL 12, 2018 | 10:49PM BST
Sharon replied:
Hi Chris

Feedback is not negative, it is neutral. I stated that your service is usually great and I hoped this was a one off.

I’ve booked through your company several times, I’m only being honest about my last interaction as I felt Bala didn’t interpret my questions/concerns correctly. I asked what would happen if Quay Cottage was sold before our holiday and Bala’s response was to state when it was available over Christmas. How is that answering my question? I also asked her to remind me of the discount code to save me trawling through emails... she asked me to send it through. This is not responding to my query.

Please do not ask for feedback if you are going to get upset when clients comment.

Perhaps the best course of action would be for you to post the chat transcript in your response to my review... people can then make up their own minds as to whether I was being unduly negative stating that my queries were not initially answered.

I am also a director of a small business so know the importance of keeping clients happy. Pinging off an email chastising a client for reviewing your service honestly is not good PR and does nothing to promote client loyalty.

Please call me to discuss further, my number is 07*** ******.

Kind regards
Sharon *******



Sent from Yahoo Mail for iPad
________________________________________
JUL 12, 2018 | 06:09PM BST
Chris replied:
Hi Sharon,

Gosh, I just read your negative feedback you left online for us. I was hoping for us customers would be kind enough to help with online reviews, to help us small business.

I read the transcipt, Bala was only trying to help you. I’m sorry you felt this service was a poor experience.

Kind Regards

Chris
*************************
Sales and Support
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JUL 06, 2018 | 09:25AM BST
Sharon replied:
Location: United Kingdom (Maidenhead)
Referred from: *********************************/
On page: *********************************/properties/searchProperty/?checkin=Fri+21+Dec+18&booking_nights=7&guests=5
IP address: *******
Talked with: Agent

Returning Visitor | United Kingdom (Maidenhead) #3531
09:20 AM | Hi, just tried to book / pay for Quay Cottage from 20 Dec for 8 nights and got 'An Internal Error Has Occurred' - is it booked? If not please hold and I will sort it out this afternoon as need to go to meeting now

Agent
09:21 AM | Checking this for you
09:23 AM | Your Booking has confirmed and a deposit confirmation email has been sent you already

Returning Visitor | United Kingdom (Maidenhead) #3531
09:23 AM | thank you
________________________________________
JUL 06, 2018 | 09:19AM BST
Bala replied:
Hi Sharon,
Good to hear from you on chat just now. Please let me know if you need any more help searching for a property on Exmoor.
Click here to Book Quay Cottage for a week from 21st December
Let me know if you need any questions answered as we are here to help. :)
Kind Regards

Bala
*************************
Sales and Support
________________________________________
JUL 06, 2018 | 09:12AM BST
Sharon replied:
Location: United Kingdom (Maidenhead)
Referred from: *********************************/
On page: *********************************/stay-in-porlock-weir/quay-cottage?checkin=2018-12-21&num_nights=7&guests=5
IP address:
Talked with: Agent

Agent
08:55 AM | Hello,
08:55 AM | How can I help you today?

Sharon
08:55 AM | Morning, We're looking to book Quay Cottage, Porlock Weir over Christmas. I know it's up for sale... what happens if it's sold between now and Christmas?

Agent
08:56 AM | please bear with me

Sharon
08:56 AM | sure

Agent
08:56 AM | I'm checking
08:59 AM | Quay Cottage is available to book between the dates of 17th Dec to 27th.

Sharon
09:01 AM | Yes I know, but what happens if the cottage gets sold to someone who doesn't want to keep it as a holiday cottage and wants to live in it??
09:01 AM | Am I speaking to a bot or a real person?

Agent
09:02 AM | I'm Bala who working in The Best of Exmoor, not robot. :)
09:02 AM | I got your question.

Sharon
09:02 AM | ok, sorry it's just you didn't answer the question

Agent
09:04 AM | Quay Cottage will always be as a holiday letting cottage if also it will be sold to another one. So, don't worry about that.

Sharon
09:04 AM | ok thank you... will go ahead and book.
09:05 AM | I did have a discount code because I've booked several cottages through you.. is it still valid, if so could you remind me what it is please to save me trawling through emails.

Agent
09:06 AM | Yeah, sure.
09:06 AM | Can you send the code now to verify?

Sharon
09:07 AM | I'm asking you if you can look it up for me to save me trawling through my emails. Is it not detailed on my account?

Agent
09:07 AM | Oh, Okay OK.
09:07 AM | Let me check for you
09:09 AM | Here, it is - **personal information removed by Feefo**

Sharon
09:10 AM | thank you!

Agent
09:10 AM | It is for **personal information removed by Feefo** discount.

Sharon
09:10 AM | oh, not much use then but thanks!

Agent
09:12 AM | Yeah, that's fine. We are hear to help you.
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