A family of 10 walked out on their holiday after just three hours - because of the "disgusting" state of the cottage they were supposed to stay in.

Horrified Kellie Rice, 33, from Kirkby in Liverpool had booked Bryn Hyfryd in Anglesey to help raise spirits following her mother-in-law's breast cancer diagnosis.

It was described on booking site Sykes Cottages as a "magnificent detached retreat" which is "perfect for families."

Despite not having any customer reviews at the time of booking, Mrs Rice felt confident that by booking the five-bedroom cottage through Sykes, they would help should any problems arise.

Mrs Rice said told North Wales Live : "We booked the cottage back in July last year.  We booked it because my mother-in-law was diagnosed with breast cancer and we wanted a family break away.

The family were stunned by the state of the cottage
Kellie described the state of the cottage as "disgusting"

"We went with Sykes - the cottage had no reviews at the time but we thought that by booking with them we'd get a bit of reassurance."

The family of six adults and four children under the age of eight made the journey from Merseyside as planned on Good Friday - a journey which Mrs Rice says took over four hours due to the bank holiday traffic.

Mrs Rice said her mother-in-law has a low-immune system due to her cancer treatment.

They arrived but claim the cottage was far from the "family-friendly retreat" advertised.

The family left after just three hours in Anglesey
They were shocked by the sight that confronted them when they arrived

She said: "We got there, opened the door and we were hit with this damp smell. We went to open the fridge to put the food we'd brought and it was just disgusting.

"The children were outside playing in the garden while we started to unpack, and they saw that one of the windows in the summer house was smashed in, with glass all over the floor.  It was just dangerous, with shards still sticking out from the frame.

"The oven, it was absolutely disgusting.  We spent over £200 on food for the weekend but there was no way we could have cooked anything in it."

Mrs Rice and the adults in the party claimed it wasn't just the kitchen that needed a clean.

"When we started looking around there was patches of mould and damp on the walls," she added.

Kellie was fuming by the state of the holiday home
The advert for the property, which looked a lot different when the family arrived
 

"The shelves in the games room had a thick layer of dust.

"So we called Sykes again and explained that it hadn't been cleaned before we arrived and it wasn't in a fit state.  They told us to go out for a bit and they will sort something out. We went to the beach for a few hours."

But  Sykes called the family back to say there wouldn't be time to clean the property and that the booking could be cancelled.

The family had paid £770 for a four-day stay.  Mrs Rice said Sykes were only able to offer one other property in the area at a cost of £1800 for the weekend. But she says they weren't willing to cover the additional cost.

"The only other ones they offered weren't even in Wales.  Two in Ireland and one in Norfolk.  I understand it was a  bank holiday and they were busy, but we had nowhere to go and they had our money tied up in the booking.

Shocking pictures show the state of the building
The condition of the property when they arrived

"It was 6pm on a Friday, and by this point they told us there was 'nothing more they could do' so we had no choice but to pack up and tell the kids the holiday was cancelled.

"The kids were devastated. But there was no way we could have stayed there.  It was filthy.  My son has a bad chest and my mother-in-law is recovering from cancer treatment. 

"Thing is, we're not after compensation.  We just wanted a clean house to stay in like we were promised when we booked. But because the only other place that was available was more expensive than what we had paid so they weren't willing to help.

"The customer service has been awful from start to finish and it's been a horrendous experience.

An advert for the property made it look a lot more appealing

"I just want to make sure no other families go through what we went through."

A Sykes Holiday Cottages spokesperson said: “We were sorry to hear about the Rice family’s experience and have provided them with a full refund. 

“We did everything we could to offer the guests alternative accommodation, but properties in this location were fully-booked over the Easter bank holiday so this wasn’t available on this occasion.”

Read More

Top news stories from Mirror Online