Several reviewers flag major problems with property condition, mainly dirt, bad smells, and obvious upkeep needs. Service is uneven: some guests praise prompt, helpful staff, while others report cancellations, missing keys, and weak follow-up. Price comes up in only one review and is not a common theme. Ratings swing from strong praise to sharp criticism, showing a clear split in guest experiences.
Examples from available reviews (Dec 2021 – Feb 2026).
Service was excellent; staff kept us well informed.
“The service was excellent we were kept informed throughout”
Property was dirty, run-down, and in urgent need of upgrades.
“Very poor property”
Booking was cancelled at short notice, leaving limited options.
“Booked holiday and then they cancelled shortly before we were due to go.”
They managed our booking well and responded quickly.
“They have responded quickly”
Reviews describe both helpful staff and basic breakdowns. One reviewer says staff kept guests well informed. Others mention cancelled bookings, missing keys, and a broken key that affected arrival.
Value comments are scarce. One review points to dramatic price increases and added fees. No other reviews discuss price or overall value.
Experiences range from an enjoyable family stay with supportive staff to trips disrupted by late cancellations. A few reviews mention well-kept cottages, but these are limited. Negative accounts centre on cleanliness and maintenance issues.
Several reviews describe properties as filthy, with unpleasant smells and a need for upgrades. Guests mention a tired townhouse, poor cleaning before arrival, and the need for redecorating and maintenance. These issues repeat across multiple reviews.
Communication feedback is split. Some guests report fast replies and smooth booking handling. Others describe missed callbacks, weak follow-up, and shockingly bad customer service.
Reviews show a clear split between high satisfaction and severe criticism. Positive ratings point to helpful staff and quick replies. Low ratings focus on cleanliness, cancellations, and access problems.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (9) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Service was excellent; staff kept us well informed.
“The service was excellent we were kept informed throughout”
Prices increased dramatically and added fees made holidays unaffordable.
“the prices have increased dramatically”
Property was dirty, run-down, and in urgent need of upgrades.
“Very poor property”
Property was filthy and not cleaned properly before arrival.
“it absolutely stinks”
Keys were missing and later broke; communication was poor.
“the key for the apartment was not in the key safe”
Townhouse was tired, poorly cleaned, and required maintenance.
“in need of a good overall clean and decorating.”
Booking was cancelled at short notice, leaving limited options.
“Booked holiday and then they cancelled shortly before we were due to go.”
They managed our booking well and responded quickly.
“They have responded quickly”
They repeatedly promised callbacks but failed to provide timely responses.
“Shocking customer service and lack of communication”
Our stay at West Wales Holiday Cottages courtesy of FBM Holidays is unforgettable. I had no idea of where to take my family for a vacation but the customer support team were available to answer all my questions and indeed helped me choose the best place. The booking was efficient and didn't have to spend extra. On arrival at the cottages, we found a team ready waiting for us and we were treated to a very warm welcome. For a moment we were VVIPS. The cottages were well kept, elegant and everything we needed was readily available. The tour guides were polite and took us to beautiful sceneries. We really enjoyed every minute and we have beautiful photos and videos that remind us of the trip.
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
FBM Holidays is a holiday accommodation broker and property manager. It lists self-catering cottages and short-term holiday rentals on online platforms. The company manages reservations, payments, and booking logistics for guests and property owners. FBM Holidays keeps listings up to date with photos, availability calendars, and pricing, and provides customer support and access coordination.