“Terrible customer experience. Even though they sent the booking confirmation to my email address, now they cannot find my account and state that the email address is not registered. No possiblity to speak to anyone. Just waiting for the chat agent to reply but it is a long and torturous process. Do not recommend. Even the basics are beyond this company unfortunately. I should have read the reviews of similar experiences. Really regret booking with them.”
“I had to cancel due to pending operation. I had paid a cancellation insurance but still £301 deposit was retained. Person I spoke to on phone gave instruction to contact insurance co. The instructions didn’t take me anywhere. This firm are shockingly bad with regard to info , certainly not user friendly and basically they have conned me out of £310.00.”
“Prices advertised not true reflec
tion of actual price to pay was told prices change daily but not up dated this is very mis leading and unfair on customers so didn't go ahead with booking more real time prices need to advertised”
“If you own a property do not use Cottages.com. They are totally useless and will cost you lost bookings. Their policy is to allow reviews that are untrue and refuse to amend them. Our property had a bad review regarding cleaning - which is performed by Cottages.com and the company response has been pathetic. Their staff are unresponsive and unhelpful and have a very tenuous relationship with the truth. They will claim black is white without a qualm.
Avoid this company at all costs.”
“We stayed at Shorehills in Carradale which we paid £190 a night for. The property is classed as a luxury property and photos look lovely. However we didn’t have a decent night sleep due to creaky beds, broken beds and cot mattress used on a single bed so didnt even fit the bed. Even though owner has now decided to replace the beds after our complaint Cottages.com thinks we should have given them the opportunity to replace them whilst we were there! Even though they were fully aware that a bed was broken and a mattress didn’t fit. We had already contacted them about another issue and was advised that they didn’t live in the area and took 3 days to address this issue. Holiday cottages, whilst quite happy to take our money and commission but suddenly are now saying they are only the booking agents and really washing their hands of our situation
We book a couple of holidays a year with them but know where we stand now so won’t be using them again”
“Booked a place in Whitby in Jan. Arrived to an apartment with no heating. No hot water. Awful smell of old Indian food.Tea/coffee facilities 7 month out of date. Complained on arrival to customer services and was told to open a window and call back if you have any further issues. Complained after holiday and told a refund was issued. Nearly two weeks later, no refund. Chased them and was told refund was done yesterday and have to wait another 7-10 days probably. Bit like..the refund is in the post 🤣🤣. Wouldn't touch them again. Take your money and don't care attitude. Part of hoseasons so no wonder terrible.”
“I have used this company for many years and always booked by phone. I am trying to book a holiday today but no matter how much I search I cannot find a phone number for then. Most disappointing, I will have to go elsewhere to a company I can actually speak to on the phone.”
“As a new owner of a holiday cottage, I wish I had found other reviews from other owners before signing up for a year’s contract with cottages.com. Yes, I should have paid more attention to the contract and found the (imo) unethical clauses that make a nonsense of cottages.com claim to make the process hassle-free.
A guest paid a small deposit when booking, which I received, but she had to cancel close to the arrival date and, understandably, was required to pay full fees plus a not insubstantial administration fee, nearly £1,600 in total.
Of that I get nothing. Nada. Zilch. They don’t even have the decency to split it 50:50.
For a whole variety of other reasons, too many to go into here, I gave notice to quit as soon as the contract allowed but, three months later, still haven't received an acknowledgement. Be warned, future owners, this company seems to view cancellations as windfall profit and decent customer service towards owners as an optional extra. If I could give NIL stars, I would.”
“We booked a Holiday in a Flat called The Castle in Ramsgate, From the 11th February 2024 for one week. This was for my Wife's 70th Birthday, we booked it through Booking.com, who booked it through Cottages.com . The asking price was £485 for the week, plus we paid £32 cancellation insurance through Booking.com . In total we paid the full amount of £517 . We were then informed by Booking.com that our holiday booking was Confirmed , so we were all set to go on our Ramsgate Holiday . About a week later Emma from Cottages.com contacted us, and told us that our holiday had been cancelled by the owner of the castle flat, as they said we'd not paid enough money and they wanted more like £600. My Wife and Myself were gutted and terribly dissapointed as this was for her 70th Birthday. Emma said it was the owner that cancelled our holiday, and she would sort it with Booking.com to return our money. We got a message from Booking.com and they returned the £485, but not the £32 insurance which was not used,as we had it cancelled by the owner, not us . ON my Wife's Birthday, 10th February 2024, i was contacted by Val at Ramsgate, who was originally going to give us access to The Castle Flat. I explained that we couldn't come, as the owner had CANCELLED our Holiday. She replied saying she know's the owner well, and has done for Years. And she said the owner would never do that, she would never cancel a customers holiday, even if she lost money over it. She contacted the owner , and the owner said she hadn't cancelled our holiday, and didn't know anything about this. So please be cautious when Booking The Castle Flat in Ramsgate, through Cottages.com, or Booking.com. Because like us you may be very upset, it cost us £32 insurance for nothing, and Completely RUINED MY WIFE'S 70th BIRTHDAY. Yours Truly Stuart Brooks of Nuneaton.”
“we recently spent new year weekend 2024 at this traditional low fold cottage near settle it was one of the best cottages we have ever stayed in, it had everything you needed and more, beds & pillows very comfy. it was set in beautiful surroundings so quiet and peaceful settle only 1 mile and the pubs were brilliant. Mrs Nicholson the owner was so helpful, we are definitely keeping it on our re-visit list”
“My husband and I booked a holiday cottage for a week in Scotland in April. Subsequently in December (two weeks ago) my daughter died unexpectedly and we took on the care of our granddaughter. Because we became guardians to a school age child we could no longer take the holiday during the period planned. Plus we had added another dog and cat to our family. I called Cottages.com to cancel on January 2 to cancel which gives them four months to relet. I expected to lose the £60 deposit. I was totally shocked when they informed me that I had to pay £186 to cancel. Everyone else I have dealt with in these past two weeks has been so kind and empathetic to our situation but Cottages.com - totally cold and without empathy. I was fair to them but they did not reciprocate.”
“Whilst they hold a good selection of cottages for holidays. The company itself has in my experience proved itself the worst business I've ever had to deal with..
They positively hate dealing with the public, and their interactions show an arrogance that should only be rewarded with the company Going Out of business. They are that poor and I would never, ever advise anyone to touch this company ever for any reason.
We had a cottage booked with deposit But the owners cancelled their cottage last summer, but on the point of paying the balance for the holiday we found out from the owner that it was no longer available but had not been contacted by cottages.com. When I complained I got no apology and was made to wait for repayment of the deposit. They are a total disgrace to the industry and do not be tempted to book with them”
“Do not book with company the hide cancellation policy through 10-12 different links not info given on booking just impossible to find hidden policy of if you cancel you still basically pay in full. Don't risk it.”
“Do not book with this company. They make you pay a £250 deposit. You lose this money even if you cancel 6 months for your holiday. This is unfair and therefore I would NEVER book through this site EVER AGAIN.”
“We were supposed to be on holiday today for four nights but I fortunately the property is flooded, that happens and I completely understand, however what I don't understand is cottages.com and their lack of contact to I form is of the matter! I only found out when I called the owner to ask where to collect the keys! I don't think they would actually have made contact at all if I hadn't made that call two days before travelling! They knew over two weeks previously as the owner contacted them about it and also numerous times in between when other guests did exactly the same as myself yet still they didn't think to contact us! The man on chat was rude and sarcastic, no empathy skills whatsoever, couldn't care less attitude! Promised a call back from a manager, nothing. The relocation team did contact me after I said I wanted to complain, are going to provide refund but compensation for their lack of communication was offered at £25 voucher, like I'm going to book with these Muppets again! I've requested transcripts of the chat and any messages sent by the man in chat as I feel they will contain further evidence of ride and sarcastic tone, needless to say these haven't materialised yet! Will head down freedom of information route if nothing appears and no contact from complaint but I'm not hopeful. The owner was so stressed, I feel so sorry for anyone dealing with this company, avoid like the plague unless you like playing roulette with your annual leave and arrangements!”
“I have had two excellent experiences with this company. This year we booked a week at Christmas in Portpatrick, Tartan Escapes, where we have stayed twice before. Due to family circumstances we had to change the date and this was arranged for the 8-15 of December instead of the week over Christmas.
At the end of October, I received a call telling me that Tartan Escapes has sold the property and my holiday could not go ahead.
They did offer to find other accommodation, if they could, or I could have a refund. Rather sickened, I took the refund.
My point is, the holiday was cancelled at very short notice. I dread to think what they would have found in place of where I'd booked. Just be careful, like no fault evictions, your holiday can fall foul of landlords that care nought about you and your holiday plans.”
“Avoid this company at all costs. Stayed in a cottage which I would classify as potentially dangerous, exposed mains electrics, mould in the property, damp. Complained to cottages.com and they responded by re-letting the property to another family, who had similar complaints. Asked for full refund which was ignored. Further emails sent - ignored. Requested information required to commence legal action - ignored. Now feel duty bound to raise this issue publicly.”
“My family and I have just come home from a break in Two Seas luxury accomodation in Ness in the Outer Hrbrides. The house was just perfect. Beautiful, spotless and and lovingly renovated by our most attentive host. Although he was abroad while we stayed there, Colin kept in touch, always genuinely concerned that we were happy and comfortable. The house is built on a machair, so no cars to avoid as you walk for 5 mns down the machair to a beautiful sandy beach where you only meet a few dogwalkers. The view from each window in the house looks onto the sea and the beach and we were in a perfect spot for seeing the beautiful sunrises and sunsets. In winter the aurora can be breathtaking and in spring the machair is carpeted with all kinds of machair flowers. If you love all things nature, views, wide open spaces, beaches and a very comfortable base, this is the place for you. I think of the word serenity when I think of Two Seas.”
“This week we have stayed at The Old Stables in Cantley NR13 3SF and we both would like to say Thankyou Very Much for our stay, these premises were immaculate and so peaceful to out in the countryside, what a beautiful place this was and hopefully we shall return, it's 23miles to Great Yarmouth beach and many more places to visit including The Norfolk Broads to, definitely 10 out of 10 for us and loved the fresh eggs to for our breakfasts, once again a Big thankyou to Imogen the owner and from us it's a BIG YES
Mr n Mrs Douglas, Coventry”
