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How Our Customer Service Can Help You

Get an Award-Winning Team in Your Corner

FBM Holidays have an award-winning customer service team.

In 2014, we won Radio Pembrokeshire's Customer Service Award, and in 2017, we were awarded Feefo's Gold Trusted Service Award. for achieving a high standard of service feedback based on Feefo's genuine ratings from verified customers. Aside from winning awards, we are continually nominated for local and national awards in the customer service category. Our success here then transfers to your property.

As we represent you and your holiday home, we endeavor to always provide the same high level of customer service to all customers, no matter what property they stay at.

If there is a problem we can help solve, then rest assured we will do everything in our power to do so. We feel that we are so much more than just a booking agent. Our customer service department are there to answer queries on properties, sort out issues and arrange tradesmen, liaise with customers on all stages of bookings and arrange key collection and property access for your guests. We can arrange it all.


Carol Kaye is the Customer Services Manager and on a daily basis, will orgsanis the team with essential customer related tasks. These tasks are crucial to the smooth operation we have and as such, the team work very much as a collective unit. The customer service team also handle all enquiries and process all bookings, so they are your link between the customers and your bookings. If you have any queries, you can of couse contact any member of the customer service team, or failing that, the wider team to ask any advice or questions you may have.

Often you will find the team will be in regular contact, as generally, we like to keep you up to date with bookings and you will always be asked before we accept any special request any customer may have.

To get a view of the FBM Holidays team, be sure to check out the Team page


We ask every guest that stays to respond to our request for feedback on our review platform, Feefo.

Feefo independently collect reviews from their customers, and we ask each customer of ours to freely use this platform in order to get a good response rate and build up a fantastic, unbiased feedback score for your property. Feefo help customers make better, more informed decisions about their bookings with authentic reviews matched to holidays that have already taken place, while we as a business benefit from trustworthy customer insights, along with the tools to increase traffic, footfall and heightened, even repeat custom. More than 4,000 industry leaders have come to rely on the power of the Feefo platform to connect with their customers, drive business to their websites and gain real, actionable insights, which is why we use it also.

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