A family faced significant challenges when trying to amend a holiday booking with Sykes Holiday Cottages following the death of a family member. Despite informing the company of the situation, Sykes insisted on a death certificate for the booking transfer, which the family could not provide immediately due to an ongoing inquest. The company’s response included multiple emails sent to the deceased's account, causing further distress to the family.
After considerable frustration, Sykes eventually refunded the booking amount and offered a small goodwill payment. The company has since apologized and stated it is reviewing its processes to improve customer care in sensitive situations.