R.T.F.M.

When the agency we use to promote our holiday cottage inspected our property at the start of business they gave a rating which depended on the facilities provided, the quality of accommodation and its location. They gave what I thought was a fair assessment. We scored highly on the accommodation and facilities but the overall mark was pulled down by traffic noise on the road outside the front door. The rental price advertised in their brochure and website reflects that assessment. It is lower priced than similar properties located in a quieter location. The photographs and the description accurately describe the location of our holiday home and its proximity to the road.

Despite all of that pre-consideration we had complaints via the agency from a couple who stayed recently. They didn't like the noise from the road. There is an adage that "The Customer Is Always Right." Well I'm afraid I think they should have taken the trouble to Read The Flipping Manual before booking. If they wanted a quiet place they should have booked elsewhere and paid the higher price.

The couple in question were so worried about busy roads they started their journey to/from their countryside home in the West of England at 4 a.m. in the morning. They travelled that early to avoid the heavier motorway traffic. They'd also wanted us to hand over the cottage earlier than the usual check-in time of 3 p.m. because they'd arrive in the area about 10 a.m.

If they were so concerned about the road traffic noise, they should have complained on arrival. In that case I'd have offered a refund, subject to agency cancellation fees, and I would have helped without delay to load their bags/dog back into their car where they'd parked on the yellow line.