Still in same situation another week on, and several weeks since ruined "holiday." Extraordinarily difficult dealing with Bournecoast, cannot get them to understand their obligations, stress has been enormous, simply appalling.

Just to comment on my review above: things got much worse after the events detailed above. After complaining to Bournecoast, we received in response not just a rejection of our initial request for compensation (I had asked for 1/3 of the holiday rental cost to be refunded, as that is roughly the amount of time we lost owing to waiting in for bed linen, being locked out in dark and rain, and waiting in next day for 2nd locksmith to repair door/lock damaged by first locksmith the night before to get us in - I didn't try to ask at all for compensation for the hassle and stress), - Bournecoast offered £35 instead which was about a third of what I had requested - not only that but they passed on to us a demand, from the owner of the property, that WE pay a FURTHER £177 to repair damage to lock and door we categorically did not cause done by their locksmith as a necessity in getting us back in to property. Unbelievable. After a further week of stress and back and forth with them, Bourneocast upped their compensation /goodwill payment offer to £70, (which I offered to compromise at, they did not approach us with a compromise at that point) but the demand for £177 from owner has not been withdrawn. Bournecoast say this latter nothing to do with them, and they can do nothing about it, even though we believe owner has made claim based on inaccurate report sent to her initially, by Bournecoast, a report which contradicts my partner and i's truthful account of events, and even though Bournecoast could have sorted this out between themselves as agents, and the owner, who pays their commission i would supppsr, and not pass on factually and legally unfounded demands to customers. So, go for "relaxing" weekend birthday break, experience all the above, then be subject to legally unfounded demands for £177. What an experience. Owner will also only communicate to us through Bournecoast for some reason. It's a birthday I will never forget, that is for sure.