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So Southwold Reviews 

3
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TrustScore 3 out of 5

2.8

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So Southwold offer a great choice of premium self-catering cottages in Southwold - book yours now!

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2.8

Average

TrustScore 3 out of 5

3 reviews

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2.8

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Rated 1 out of 5 stars

April booking

I have a booking that can't be taken for April due to latest COVID rules. Have received numerous emails requesting full payment even before the recent announcement. No email reply address available for enquiries. I have currently been on call hold for 31 mins trying to speak to someone. Hopeless customer service

February 24, 2021
Unprompted review
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Reply from So Southwold

We are sorry that you are feeling let down by your recent experience, since the recent Government announcement we have been experiencing extremely high levels of customer contact. Our team is working hard to make sure all queries are answered and we appreciate everyone's patience at this time. We are proud of our usual standards of customer service and sincerely hope that you will allow us to demonstrate these to you in the future.

Rated 1 out of 5 stars

Incompetent

Incompetent, inconsiderate, unethical. They think as they have almost a monopoly in Southwold’s self catering they can act as they want....the tide will turn!

June 25, 2020
Unprompted review
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Reply from So Southwold

We are truly sorry that we have let you down on this occasion. This has been an extremely testing time for us with our team working through thousands of cancellations, transfers and bookings. We are proud of our usual standards of customer service and sincerely hope that you will allow us to demonstrate these to you in the future.

Rated 1 out of 5 stars

Shonking Operators only interested in keeping Your Money During Covid-19, and not being practical

We are currently meant to be staying during the Covid-19 crisis. So Southwold have been impossible to deal with. Usual story of needing to phone up as can't email or do online. Took forever to get through and then basically saying too bad and could only rebook (we wanted a refund). No suitable alternative dates. Obviously they want you on the phone as then can tell you whatever they like to fob you off and don't have to commit their illegal practices in writing.

Our booking has kids so can only book during school holidays - they have no dates available. Suggested we book during non half term holidays - can't be done as we have school aged kids who can't legally be out of school.

They said pandemics weren't covered in their cancellation policy - which they had updated post Covid 19 break out. Our original terms and conditions didn't have that wording so is still valid. Basically told they could change the terms and conditions as they liked. Pointed out not legal but they said they didn't care, tell you something different and contradict themselves. Company obviously has zero ethics.

Just a bunch of uncaring crooks who just want to take your money, and for you to roll over and play dead about. Told we should claim on our insurance. Will be following up with credit card company for a charge back.

RESPONSE TO REPLY: Thats right, we are entitled to a refund and you need to train your staff to process the refund and not outright lie to customers. Your response is just PR Doublespeak so publicly you can continue to fob off the issue, knowing full well you are frustrating customers once they have handed money over to you.

April 12, 2020
Unprompted review
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Reply from So Southwold

We are truly sorry to hear about your experience. If your booking was due to take place during the UK Government's lockdown period (23rd March - 4th July) for self-catering accommodation, you are entitled to a refund. The volume of the transfers and refunds our team have needed to work though has been in the thousands. We believe we have now processed all of these. If you still haven't heard from us, please do get in touch again and we will look into this for you.

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