3 Argyle House, Marine Parade, Lyme Regis, Dorset, DT7 3JE

It was the weekend before the heatwave and I'd managed to clear my diary for a well-earned break. Searching for a rental, I immediately recognised Argyle House from my many trips to Lyme Regis and telephoned the agent, Sykes Cottages. Remarkably, the property was vacant from Monday to Thursday and I booked it. The next morning I went on a day trip to Lyme for Sunday lunch and, whilst walking down Marine Parade, realised that the promotional photograph prominently featured a balcony which actually belonged to a different flat and I immediately telephoned Sykes to change the booking to a different vacant property on their list. They said this was impossible as I had entered into a contract with the owner (not them) which stated cancellation or amendment was not possible less than six weeks prior to the booking. I pointed out that the booking occurred 12 hours earlier and insisted that the photograph was misleading (take a look for yourself) but they stuck by a brief entry in the text saying there was no 'outside space', which I had taken to mean a garden. I was on the phone for more than an hour - during which the handler repeatedly left me on hold whilst taking advice from elsewhere - though he refused point blank to put me through to his manager, or to contact the owners to put my complaint directly. I left for Lyme the next morning and on the off chance that the previous day's problems were due to it being a Sunday I called Sykes Cottages (and Lyme Bay Rentals) en route, The outcome proved to be exactly the same. In the event, the flat was so-so for the price. Previous vacationers had posted unflattering comments about the state of decor (and the size of the second 'bedroom'), though, to be frank, I would have thought it reasonable value had there been access to a balcony. My main objection was the attitude of everyone I spoke to at Sykes Cottages. I have made three separate requests for someone in management to discuss the experience with me and though nobody has called yet I am inundated with routine emails asking me to comment on the experience because my opinions are 'important to them'. I wouldn't use this company again. If you are planning a visit to Lyme regis, find a different agent, one that has some inkling of how important customer service is to the customer. Dave Durant