Hi Kieran, I am sorry you feel your experience is deserving of a 1* rating and the "avoid at all" costs is disappointing if not a little hurtful given the personal reference. You were refunded in 10 days (8 working days). You also reserved the property on Sunday (a day we are closed) and were informed the following Tuesday so it was 1 day delay which I apologise for as I was obtaining information from the property owner. I also apologise for saying the refund would be complete on Friday when it was actually the following Wednesday. I would certainly not say it was a 5* service but again I feel 1* for these two issues seems a little harsh and I hope you do not avoid us at all costs in the future. Thanks Tim