Name: Hoseasons
Address: Hoseasons Holidays Limited Lowestoft, Suffolk
Rating: 1.97

“COVID UNSAFE!!!!!!!!!!!!!!! When we arrived our first impressions was what a lovely caravan, but on closer inspection we found that we had no plug or bowl for the kitchen sink, also there were greasy marks all over the microwave door (obviously not cleaned) and a broken toilet seat. As for the frying pan it looked as though it had mouse droppings inside, but even that was being used to catch a drip from a leak under the sink. (Photographs attached) Now correct me if I am wrong but I was under the impression that the accommodation was going to have a stricter cleaning regime because of the Covid Virus. If this is so, why were these serious health problems not picked up on. As soon as we came across these problems I contacted the main reception who said that “they would get them sorted”,but after waiting a day I went to the reception again and was told that housekeeping was told about the problems but they had gone home for the day (Saturday) expecting them to come and sort the problems on Sunday was a waste of time because nobody came. We complained again on Monday and Tuesday but every time we complained we were fobbed off and was made to feel that we were nit picking. So we had to use kitchen roll for a plug in the kitchen sink all week, and by Monday we had purchased our own disinfectant to give everywhere a thorough clean Also when enquiring about a remote control for the fire I was told “Oh no we don't supply them” Well my answer is put the controls where we can reach without having to get on the floor and put your hand blindly up inside the fire!!! I got the impression that they were working on a shoestring BUT I think that has compromised our safety I would appreciate your comments before I escalate this complaint. THIS COMPLAINT WAS SENT BACK IN SEPTEMBER AND I HAVE NOT RECEIVED ANY REPLY.”

Hoseasons 1 star review on 20th October 2020

Helpful Report

Posted 4 years ago

“Hoseasons are happy to take your money but will not answer the phone or call back when they say they will, do not waste your money booking with them!”

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Posted 4 years ago

“I need to cancel my holiday. I have sat on a phone for hours on end tryingbto contact them. I have FB messaged them, Tweeted them, emailed 4 times. Sent an email to complaints, saying i beed to cancel my holiday which i am due to go on in 4 days. Got a reply saying they will be in touch within 28 days!!! What a joke of a company. Disgraceful customer service!”

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Posted 4 years ago

“I had a holiday booked in the UK for May 2020 that was cancelled due to the COVID pandemic. I requested a refund in July, was told that the bank transfer had been initiated in September, and yet I have still not received the funds. The company has been very poorly responsive. I am extremely concerned that I will never received my money back.”

Helpful Report

Posted 4 years ago

“I had a holiday booked in the UK for May 2020 that was cancelled due to the COVID pandemic. I requested a refund in July, was told that the bank transfer had been initiated in September, and yet I have still not received the funds. The company has been very poorly responsive. I am extremely concerned that I will never received my money back.”

Helpful Report

Posted 4 years ago

“Very poor!!! I had a major complain about some of the services provided by caravan park we have stayed at. Absolutley no response! Find it very unprofessional. Defenetly wont be booking with them ever again!”

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Posted 4 years ago

“Hoseasons may be giving refunds/vouchers for cancellations relating to Covid but they are still taking the full deposit if you cancel a 2021 booking without providing any options to rebook or offering a credit note/voucher against another booking, and that's even if you have insurance - shameful.”

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Posted 4 years ago

“If there was a minus i would! I am a Nurse working through this hard time to support my family and patients. I was forced to move my march holiday as they wouldnt refund then. I am due to go in October. They will now not refund me because i dont have cancellation insurance. Even though the holiday park does not have any entertainment on pool shut restaurants shut and pub closed at 10. I paid for a full service and have to go in October to sit in a caravan and do nothing with my three year old! Disgusting”

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Posted 4 years ago

“Booked for a couple of nights away in Caerwys. Money taken. Arrived after 90 min drive to be told Hoseasons shouldn’t have accepted our booking as the accommodation was already taken. The accommodation manager also informed me that they had a number of similar issues with Hoseasons over the last few months. The manager contacted Hoseasons who assured her they would call me back to discuss alternatives. They did not. I called Hoseasons but after 70 mins was unable to get through so ended the call. We then returned home. What a shambles. After (belatedly) reading these reviews I would never book through this company again. I’ll also be leaving these comments on lastminutecottages.com As I thought I booked through them but was only informed post-booking that Hoseasons were involved. My advice? DO NOT BOOK THROUGH HOSEASONS!”

Helpful Report

Posted 4 years ago

“I am absolutely DISGUSTED with the service I have received from your company via Cottages.com. Because of the illness of one of the party we were unable to undertake the booking we had made. Rather that lose the deposit paid I have tried on MULTIPLE occasions, over several weeks, to contact someone by phone and email in an effort to reschedule the date. I appreciate that you may have a high volume of calls but it is unacceptable to be expected to wait for more that 30+ minutes , minimum, to speak to an operator and incredibly frustrating that there has been NO response to any emails. I have now just recieved an automated phone call because I didn't respond to your email saying payment was due within 24 hours the booking has been cancelled and therefore the deposit will no doubt be forfeited. I wish I'd been able to respond!! !!! Once again I was unable to get through on the phone within the 24 hrs and no one responded to email resulting in no holiday and loss of money. Our party are incredibly disappointed at this situation and the person who is unwell is left feeling guilty. I would be very grateful, but somewhat surprised, if I received some sort of response to this post.”

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Posted 4 years ago

“Total inability to contact, no response to emails, letters and phone ringing off the hook for hours. Lost holiday and money as not able to confirm anything regarding booking disgusting”

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Posted 4 years ago

“Booked 7 nights at Appley cottage, Exmoor Lodges, Somerset. Very pretty and cottage was immaculate, didn't realise on paying that they charge £50 each for animals as well as people! First evening we enjoyed the hot tub and then sat watching TV with the door open and someone waltzes in! They explained that it was to check the hot tub, which we were aware happens, what we weren't aware of was that they don't give any prior notice ie text message to say on way etc. Suppose you had a personal affliction (we don't have ) it would be polite for them to say that they were coming in 10 mins? When we complained we were spoken to with contempt and insulted with questions such as 'what have you got to hide'?. If i want a holiday with hosts i would book a B&B, this was self catering ie private and although i completely understand that the hot tubs have to be checked i really think that they could send a text to let their guests know that they were coming and if a guest isn't happy it might be nice if instead of talking down to them that they tried to explain in a pleasant manner. I've read other reviews that are mainly good but the odd few seem to be along similar lines as our own experience ie Diana and Gary are lovely hosts until anyone complains. Never again. Sticking to Brean Sands ☺”

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Posted 4 years ago

“Be wary!! Hoseasons let me book a 7 night break to start on a Saturday to Saturday.. however the holiday park only do breaks Friday to friday. I booked 3 weeks previous and the hol park notified hoseasons numerous times!! Hoseasons notified as at 5pm day before travel we ended up with 6 night stay!!!”

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Posted 4 years ago

“Booked an Easter break which was cancelled due to Covid.Re booked with the E voucher.Arrived at our holiday park on Friday 4th September and was told we weren't booked in.There were four adults which included my 80 year old mother.The rep was really unhelpful and said it was our fault the payment had not gone through.She even said could she speak to someone else as I did not understand her.I told her we were 4 hrs from home and she said we would have to find our own accomadation.she didnt look for any other parks.It was 5 on a Friday and she wanted to get home.Have booked for 10 years but wont be booking again.”

Helpful Report

Posted 4 years ago

“Last year, when booking our holiday, we paid a higher deposit as we wanted less to pay in the months closing towards the holiday. We also paid extra for insurance. At the time of booking, nobody could have envisaged Covid and the huge impact it would have. Covid aside, we got some upsetting and bad news about my mum's health after we had booked the holiday. Irrespective of Covid, my mum would not have been unable to attend the holiday, so we started to try to contact yourselves. After many phone calls with no answer, emails via your contact us address with no response and fb message, we still were unable to get any response.We started this in May. We eventually got a response after our holiday date of August, asking us to fill a form of cancellation. We filled this out and included the letter from the doctor (which actually costs us too). We then get a response of you'll get £75 refunded. This is disgraceful considering, the amount of calls and time to get hold of someone. May I add that smaller companies have managed to give full refunds. Reading the complaints on fb we are not the only ones and we will not be recommending or supporting Hoseasons in the future.This has caused unnecessary stress for our family, including my terminally ill mum. We are very disappointed, and sickened by your customer service. To have paid £200 in all good faith, fully intent on taking the holiday, to receive just £75 in a refund, when we paid insurance, is simply shameful considering we couldn't take the holiday due to terminal illness. You claim that it is lower than the deposit because of an administration fee. I'd really like to know how you can justify that. £125 for someone to refund us £75? You certainly were not administering much for us between May and September as nobody could be bothered to answer me. For the time I've had to take contacting you with no response until after the event, it should be me charging you an administration fee. I'd be grateful if someone could consider if they think you've been fair were you in my situation.”

Helpful Report

Posted 4 years ago

“Last year, when booking our holiday, we paid a higher deposit as we wanted less to pay in the months closing towards the holiday. We also paid extra for insurance. At the time of booking, nobody could have envisaged Covid and the huge impact it would have. Covid aside, we got some upsetting and bad news about my mum's health after we had booked the holiday. Irrespective of Covid, my mum would not have been unable to attend the holiday, so we started to try to contact yourselves. After many phone calls with no answer, emails via your contact us address with no response and fb message, we still were unable to get any response.We started this in May. We eventually got a response after our holiday date of August, asking us to fill a form of cancellation. We filled this out and included the letter from the doctor (which actually costs us too). We then get a response of you'll get £75 refunded. This is disgraceful considering, the amount of calls and time to get hold of someone. May I add that smaller companies have managed to give full refunds. Reading the complaints on fb we are not the only ones and we will not be recommending or supporting Hoseasons in the future.This has caused unnecessary stress for our family, including my terminally ill mum. We are very disappointed, and sickened by your customer service. To have paid £200 in all good faith, fully intent on taking the holiday, to receive just £75 in a refund, when we paid insurance, is simply shameful considering we couldn't take the holiday due to terminal illness. You claim that it is lower than the deposit because of an administration fee. I'd really like to know how you can justify that. £125 for someone to refund us £75? You certainly were not administering much for us between May and September as nobody could be bothered to answer me. For the time I've had to take contacting you with no response until after the event, it should be me charging you an administration fee. I'd be grateful if someone could consider if they think you've been fair were you in my situation.”

Helpful Report

Posted 4 years ago

“Booked a recent spa lodge holiday with Hoseasons. Two features of the booking were an option for an early check in (for an additional fee) and their “Safer Stays” principles. The site subsequently advised that early (2pm) check-in was not available because it was necessary as part of the safer stays principles to maximise the time between check out and new guests checking in. This was to allow greater time for cleaning and that cleaning disinfectants need at least 1hr to dry. When we arrived at 5pm, we were told that the lodge was not ready because there was a cleaning staff shortage. We eventually checked in at 7pm and it was obvious that the cleaners had only just finished and that they had been rushing. I have tried to make contact with Hoseasons to a) ask for a refund of my early check-in fee, b) to complain about the additional 2hr wait and c) to complain about the obvious failure to follow their safer stays policy. I have written 3 times and tried phoning them 3 times (waiting for 20minutes each call) and have still not received a reply......Very very poor customer service and yet another thing to complain about! I appreciate that it is Hoseasons supply chain who arrange the cleaning regimes so while this may not be Hoseasons direct fault, I did purchase my holiday from Hoseasons and have no re-course against anyone else. At the very least Hoseasons could acknowledge my emails and offer a refund of the fee that they should never have taken!”

Helpful Report

Posted 4 years ago

“If you’re looking for a relaxing and stress free holiday with friendly, helpful and organised staff then Calvert Kielder is not for you. Calvert Kielder (booked with Hoseasons) is fake advertising at its finest. Two days before arriving, we received vague information from Hoseasons that SOME activities MAY be closed; with this I tried to call Hoseasons, several times, for more information to be faced with the message “due to a high volume of calls we will not be taking your call” and the phone cut off - helpful, right?! Due to the fact that everything seemed to be open, when looking at the websites, and not being able to contact Hoseasons to discuss our anxieties, we had no other choice than to set off for the holiday we had been promised. When arriving at the lodge at 5pm (the time you’re allowed to check in) we was greeted by a dirty lodge - please bare in mind we had been told the 5pm check-in was due to the fact that staff needed 20% extra time to clean, due to COVID. Dust, dead moths on the windowsills, food/ a dog chew and cigarette lighters behind the sofas... all things found upon arrival - COVID clean?! We were then told that the facilities (that are included in the price we paid and showing as still available on the website’s) were not available: bar was closed, restaurant was closed, swimming pool was closed. The fact that the restaurant was closed meant that we was unable to get any food for our children (a 9 month old and a 2 year old). We was told that for the take away service we needed to phone before 2pm - how is this acceptable when check-in is at 5pm? When researching everything before setting off we saw that the holiday park had a restaurant that would be open so we could feed the children as soon as we arrived then go to the lodge to unpack and settle the children... clearly, this plan was no more. With two tired and hungry children, we ventured to the next holiday park which had an open restaurant. Picture the scene: two small, tired and hungry children, four tired adults after travelling for just over 4 hours, getting out of the car to be hit by cold and windy weather when your two year old starts with “mummy, my belly is rumbling. Mummy, I really need my tea”. When arriving, we was told that we wasn’t allowed to eat there but we could wait outside for a takeaway to be brought to us. It was so cold that the children’s hands started to turn blue so half of our party had to take the children back to the lodge (screaming and crying because they’re hungry and haven’t been fed) while the other half waited in the cold for 50 minutes! The next morning I attempted to phone Hoseasons again; I was on hold for 40 minutes to hear the message “please hang up” then to hear the phone cut off. I called again to be greeted by the extremely rude and unhelpful Daniel. The basic message he had for me was that I was uneducated to not assume that everything was closed (according to the website for the holiday park, everything was open) and that I was wrong to believe Hoseasons should update customers through their website (they didn’t have to time to apply updates to their website). I’m sure false advertising is illegal or it that just me being uneducated?! He then went on to tell me that I was lying about not being able to reach Hoseasons on several occasions before going on holiday. I think Daniel needs to check Twitter and Facebook because a lot of people were commenting to say they had the same issue as me. Due to Daniel being so unhelpful, I went down to the reception at the holiday park (Calvert Kielder) to complain. Unbelievably, I was faced with staff that were just as unhelpful, unmotivated and seemed to lack any knowledge or even compassion for our situation. Things can only get better from here, right?! Wrong! The next morning, our little girl was playing in the living space at the lodge while we were getting breakfast ready. She commented that her ball was broken; when going to see what she meant, I found a number of toys (including the ball) had been gnawed through. I then looked into the space where we had left the children’s toys to find mouse droppings and wee everywhere... as you can imagine, I was horrified. When going to inspect the rest of the lodge we found mouse droppings: on the living room floor, all over the utility room, the carpet in the hallway and in our shoes in the hallway. After taking photos as evidence and obviously cleaning so the children were safe to move around, we went to speak to the staff at reception. Full of promises to help us and put things right, the only thing she did was send a pest exterminator 7 hours later. No offer of looking to see if we could be moved, no offer of a deep clean to ensure the lodge was safe for us... nothing! The pest exterminator came and said there was a lot of activity in the lodge and he set traps around the lodge (safe traps as to keep the children safe and in places the children couldn’t get) and laid pellets in the attic. He ensured us the problem would be resolved in the next four days... we was meant to be leaving in four days. We spoke to the member of staff that came with the pest exterminator to enquire about how they could help. Due to health and safety, we didn’t want to stay in the lodge with two small children with mice running around for the next four days. No one got back to us. Stressed and emotionally drained, we made our way to reception to tell them that we was packing our bags and leaving as the lodge wasn’t a safe or clean place for our children. The response we received: okay. You can come to reception to leave the keys or leave them in the key box if no one is here. You will have to call Hoseasons with your complaints... I can’t wait to speak to the helpful Daniel again! The fact that we paid £2575 for all of this is soul destroying!”

Helpful Report

Posted 4 years ago

“Cancelled the day before Cancelled the day before for suspiciously vague "maintenance issues". No holiday for me this year!”

Helpful Report

Posted 4 years ago

“Have recently spent a week at Finlake booked through Hoseasons. To cut a long story short the lodge was dirty and a little delapidated. The washing machine didn't work and as we had a baby with us this was not good news. I complained to Hoseasons via resolver. I had a call from Finlake explaining that the owner is responsible for the lodge and they would make sure we had perfect accommodation if we ever holidayed with them again. No reply from Hoseasons. Then I got an email asking me if the case was resolved. I rang Hoseasons to say I wanted a reply from them as they were the booking agents and I feel compensation is due. After waiting in a phone queue I spoke to an extremely rude agent , the tone patronising and sarcastic. She reprimanded me for ringng Hoseasons, said she wasn't qualified to deal with my case and hung up on me when I asked to speak to someone who was. And so I have been forced to escalate the case. We've already had one holiday postponed until next year, pre having an option to get a refund. A compromise as the child will be older and we will be allowed one fewer adult. Now I'm worried about that booking too . We've booked with Hoseasons for decades. Very disappointed!!!!”

Helpful Report

Posted 4 years ago

Shipping & Delivery
Delivery Methods	Own Driver
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.6 out of 5
Returns & Refunds
Refunds Process	Difficult

Hoseasons Reviews