“Totally disgusting service !!! Had to cancel our booking due to personal reasons. Couldn’t cancel in the App as just kept going back to start again after numerous attempts ! Contacted them direct bia app but, again, they never replied !! Resorted to messaging them via messenger and now they want £196 to cancel the booking ! I’ve given them 8 months notice of cancellation, so more than enough time to fill that time slot ! Totally disgusting service and will never use these again. We book cottages regularly through the year and these are the worst I’ve ever come across !!!”
“Disgusting company do not book with them, made a mistake booked Friday accidentally instead of Saturday paid £99.00 deposit, I cancelled same day then they charged me a further £174.00 for nothing. DO NOT BOOK on this website. I am ill with a life limiting illness, and made a mistake, couldn't rebook as I needed a relative to drive me there.☹️☹️”
“WE PAID almost £900 for the property and REVIEWS ARE MISLEADING AND BY INVITATION ONLY: We used cottages.com and found it to be fraud with misleading adverts and following is what we thought of their property.
The listing is misleading regarding the water/view. While described as being on the estuary, there is no visible water for most of the day. Water only appears with high tide, typically after around 4:30 pm, leaving mudflats during daytime hours. This material information was not clearly disclosed and significantly influenced our booking decision.
Our confirmed zip-and-link king bed request was not honoured. The bed was set up as two singles, and the owner refused any assistance to correct this. We had to join the beds ourselves, leaving a noticeable gap that caused back pain.
The heating system is impractical. Radiators are individually controlled with low, hard-to-access controls, requiring sitting on the floor to programme them. It took a long time to get working, and there was no heating in the kitchen and very poor heating in parts of the property. This is not acceptable for a winter stay.
Cleanliness and basic facilities were below expectations, including dirty carpets, missing essentials (e.g. toilet brush), lack of shower privacy, and bedding/blankets that were not in good condition.
Most concerning was the owner’s conduct. On first contact there was a heated call; the owner stated she would not come to the property under any circumstances and rejected help with the bedding outright. Communication was argumentative and unhelpful, making it impossible to resolve issues on site.
Overall, the property did not match the listing, problems were not addressed, and the stay was stressful rather than relaxing. We would not return or recommend.”
“Before we started our holiday at Weavers Snug in Haworth we were reassured that Cottages.com were the ones that managed the property and we were to contact them if there was a problem. On arrival at the property it was clear that it had not been serviced as it should have been. The rug on entering and the stair carpet had not been cleaned. The property was freezing not just cold. There was no welcome pack as advertised. The heating was set on a timer so it had to be checked all the time and switched back on. The oven was dirty and the bin outside was still full from previous visitors. The toilet brush was dirty. The bed sheets did not fit the bed and the towels were still hung up as if they were not fresh. I tried contacting Cottages.com but couldn't get hold of them. I raised my concerns with the owner on our arrival back home as I could not get hold of them when we were away. The break was a special celebration but it did not feel that way even though we told both the owner of the property and cottages.com. It seems that they were only interested in taking our money and not making sure the property was to a high standard. But what is so annoying is when you read the reviews for the property the ones that they show are all positive. I am certain they only put on the ones that show the property in a good way.”
“Stayed at Ty coch-chatham cottages
In Llandwrog Wales. What a dump.
Cottage was not clean and had mice running round.
Linen horrendous
TV not working
Heating poor
Couldn’t wait to leave a day early
Complained to customer services who were not interested. Cottage owner denied all complaints”
“We needed a house that would accommodate 13 of us for a family celebration and Maesbangor Farmhouse was ideal, it had everything we required to make our stay perfect. We all had a fantstic weekend & will definetly book again. Big thank you to our host.”
“An anniversary to remember for the wrong reasons.
We booked with cottages.com for a romantic break to celebrate our wedding anniversary. The cottage chosen was Fachongle Ganol Cottages - Ty Bach which appeared to be a delightful cottage in the countryside. After a four and a half hour drive we arrived to a musky smelling cottage with black mould behind the front door and some questionable electrics through the property. As it was only for three nights and after the drive through torrential rain we thought that we would make the most of it, that was until we sat down and a mouse ran into the sitting room. On inspection of where the mouse ran back too, the twin bedroom (which would be used by children if a family stayed) there was evidence of chewed bedding on the valance, whilst in the room the mouse was seen again next to the bed nearest the window.
We immediately called the out of hours team after trying to get a signal in the valleys of Wales, driving around the courtyard in the pitch dark. We were told the options were; stay there for the night (not a chance), go to a hotel and they would cover the cost or go home. The option of the first two also had the provision of Cottages.com finding alternative accommodation for the remainder of our stay. We chose to go to a hotel for the night.
The alternative accommodation offered to us whilst very nice, was not on a like for like basis as this was a mid-terrace house facing a marina and not a country retreat.
On arrival back home we started the process of trying to claim our refund of the hotel, all the emails from Cottage.com customer relations department appear very generic and non personal, the promise of a review link for the cottage never materialized so future stayers are unaware of the issues at the cottage and the suggestion of a visit by cottages.com to assess the property wasn’t acknowledged.
There has been zero communication from the owner of the cottage to apologize, which they must be aware of a rodent issue as there were ultra sonic repellents through the property. No formal apology from cottages.com and to date no refund of the hotel invoice which was sent to them, bearing in mind that the out of hours operator entered into a verbal agreement that the hotel cost would be reimbursed.
As nothing has been forthcoming in a timely manner by way of the refund, it appears that the only recourse will be to escalate the matter. As for any apology we won’t hold our breath.”
“I would not use this company ever again. Their terms and conditions are lengthy and complicated and my neurodivergence made it hard for me to understand. I made a booking to a place with overall good reviews but then I got my partner to read in more detail and discovered people saying it smelt of wet dog. I asked to transfer to another accommodation (two days after booking) and was advised that this would cost £80 admin fee! To cancel was over £100. So, stuck staying in a place that ‘smells of wet dog’.”
“Do not book with these onanists.
Paws in the pines, Frithville ref 38632637, dates 27.09 to 04.10
This property had overgrown driveway, dog excrement on driveway, wheelie bin left in the drive,untidy garden and decking, filthy sink, plates, untidy cleaning cupboard, old food in cupboards, smell urine from downstairs bathroom which was adjacent dining table.
The property description read you had access to the surrounding woodlands the main reason for booking this is not the case the welcome document states this is not the case and if caught you would be asked to leave.
The main concern for us as two pensioners was only 1 light worked on the landing and 7 lights did not work over the dining area.
Having read the welcome document I contacted Rob the owner to advise him of lack of lights issue his reply was "I have replaced 20 or so in last two months and National Grid say not to replace any more". I asked what we were to do then and all I got back was "nothing I can do". So despite paying full price we were to eat in the dark in the evening.
We stayed around 30 minutes, just repacked and left.
I e mailed Cottages.com at 11.18 on Monday 29th September and followed this up with further e mail on Friday 10th October yet have still heard nothing from them.
My concern for ourselves and obviously now others is the owner does not care and neither do Cottages.com if you were to fall and injure yourselves due to lack of light for which they would be vicariously liable for.
I have included my booking reference, name, dates, location so I do not get a generic reply... please contact us with more information its all here.
Furthermore they are aware of the problem as I have received no link for providing a Feefo review.
DO NOT BOOK PAWS IN THE PINES or Cottages.com for any property.”
“I rented my property with cottages.com
They gave me a £500 bonus for letting with them.
Nine months later I paid them £500 to exit the contract immediately such was my extreme disappointment and frustration with the company.
1. Very very slow to respond
2. Hopeless at making updates to to your details (several weeks and multiple emails and calls required to cause them to do anything)
3. They’ll make you feel like you work for them. This is not a partnership. They don’t provide a service. They use you to make money”
“Outstanding cottage
Beautifully decorated.
Host very responsive when we had a minor issue.
Can't fault them.
Great lication at Lttle Walsingham.
Old Candle Shop”
“We booked a trip to one of the cottages managed by this company, almost a month ago and our reservation was confirmed as 2 adults and 1 infant. However, at the day of check-in, despite of the AirBnb’s non-discrimination policy which says “Host cannot; decline a reservation because of a guest’s age or familial status, unless such restriction is required by applicable law or regulations.” we were denied to check-in just because we have a toddler who doesn’t even walk. AirBnb supported us with a small coupon but we ended up paying double the amount we originally paid to find a similar place in the vicinity of the area we were planning to visit. This discrimination at last minute, not just messed our entire holiday and financially caused us additional cost, also ruined our first family holiday.
Cottages.com discriminated us by unlawfully refusing entry just because we have a baby. We are frustrated, humiliated and feel really horrible due to treatment and hardship caused by their last minute unilateral decision.”
“If you are a property owner thinking of letting with these guys, run a mile.
Having let several different properties for years, with a new one I thought I’d give these guys a go, different area and market.
They have COMPLETELY messed up the launch of our property. The worst thing about it all, is suggesting that blame lying with us as owners and threatening to charge me money for refusing a booking at nearly half price, when they were notified on five separate occasions that the pricing was wrong. Their app does not allow you to change things yourself. Their response has been that they will ask the gusts to pay full rate or cancel them! How lovely for the guest hey? How about, your error, you foot the bill.
Due to yet more errors on my listing they have now shut it off completely, meaning no chance of income in peak season.
I will revert to what I’ve always done and manage multiple listing myself.
If you are an owner that has only experienced this way of working, there are far better companies out there, believe me.
Avoid and run for the hills while you still have your sanity.
And for guests - Why are you paying a “booking fee” these people are already taking a large chunk of income from the owner. Book elsewhere.”
“Plenty of room. Cleanliness left a fair bit to be desired. Traffic noise above acceptable.
No safety locks on windows which was not good for children.”
“Plenty of room. Cleanliness left a fair bit to be desired. Traffic noise above acceptable.
No safety locks on windows which was not good for children.”
“just had a lovely stay at Wood view Lodge,Cutthorpe, Chesterfield.
Beautifully clean,comfy beds,well equipped kitchen.Great owners,right next door if you have any problems or questions.Will certainty recommend”
“Perfectly equipped cottage with incredible views and surroundings in peaceful area but nearby all the attractions and walks and seasides we wished to visit. A perfect holiday.”
“We had a 4 night stay at Firwood Oak, Herne from Sun 13 July. The cottage was fantastic, super decor, furniture very comfortable and everywhere was extremely clean. The proprietor, such a charming lady, was always available should we have had a problem. This cottage was one of the nicest cottages that we have stayed in. Would recommend to anyone looking to stay in Herne/Herne Common or in the surrounding area. Just can't recommend it highly enough.”
“Joke company that are clearly out of their depth. The cottage we stayed at was pretty dirty, not too bad but the sheets had clearly not been changed, they basically refused to acknowledge it and we had to stay up until 1AM washing sheets so we didnt have to sleep amongst the previous occupants pubic hairs. We had another complaint but they basically passed the buck between their local office and booking.com. I know problems sometimes show, thats normal, up but their ineptitude in taking any sort of ownership makes me know I will never use them again.”
