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Reviews 106
Jane
Sep 22,2022We spent two nights in a beautiful horse box called Teddy, in the peaceful countryside in Somerset. The hosts were really good, communicated well with us giving us perfect directions and helping us with the TV. The horse box was really comfortable and had all the essentials in the kitchen to make our stay just perfect. The peacefulness of the countryside was so welcome. Thank you Billie and Liam for a great couple of days in Teddy.
James Oxlade
Sep 12,2022My partner booked a treehouse experience for my birthday and although the property was cute the £670 for 3 nights was not justifiable for the size. I fell ill after staying for 1 night and we decided to going home to rest there would be better. The owner was understanding but told us we would need to go through canopy and stars for a refund. Surprise surprise canopy and stars would not give anything back and we should have listened to all the other reviews on here. Avoid this company, they are massively overpriced and have zero understanding with extenuating circumstances. We are now £670 out of pocket and beyond gutted, thanks for nothing canopy and stars. DO NOT USE THIS COMPANY!!
Mariana
Sep 08,2022Myself and my husband booked 2 nights in West Sussex at Beneath Branches. It was a last minute booking. In meantime my husband has been diagnosed with severe ankle tendinopathy which got to that stage where he struggled to walk. At that point we decided is better to cancel our booking because he just couldn’t enjoy our stay (he struggles to drive). We contacted the owner directly and explained our situation, she was extremely understanding and she had no issues against cancelling our stay. As per procedure requirements we contacted canopy, again explained our situation we are facing and asked for a gesture as an exemption to be able cancel our stay and ask for refund, they declined! We are very disappointed! Definitely not booking again with canopy and I would advise to stay away from them!
Mr A PARAST
Sep 03,2022Do not book with this company - Terrible experience and support from Canopy and Stars. We stayed in the BIG BOX in Wiltshire (BRANDIERS FARM), to celebrate our 3 year olds birthday. The place had a rat infestation and damp in the bedroom. We left the place after a few hours due to the damp causing an asthma attack for my wife and the rats basically staying outside the property permanently, with mainly doors (where the rats were located) and limited window we could no allow air in the property, even the windows had rat droppings and had not been cleaned. The owner of the big box acknowledged all of this, however refused any form of refund, nor did he take any responsibility for rat infestation, poor hygiene and damp, this was all acceptable in his eyes. Canopy and stars was basically useless at helping us, offering only a 25% good will gesture, so basically we have lost 75% of what we paid… what a waste of our money and more importantly our precious time with my wife and son. What a way to ruin our 3 year old son’s birthday.
Emily Croton
Jul 28,2022Received poor customer service from both company and owner after having to make a sudden cancellation two days after booking. It took several attempts for the owner to return contact. The accommodation was disappointing, with broken awning, warm fridge, non potable water in the caravan itself and two very intense liquid plug in air fresheners - for some reason. Despite a 20% good will gesture I would not book through this company again. They do not provide any level of customer service or empathy and hide behind small print.
P Walker
Jul 18,2022Have just returned from a very long awaited stay at Tin and Wood in the ‘Ted’ shepherd hut. Couldn’t fault the service we received from Canopy and Stars, particularly when needing to change the booking due to Covid. The accommodation itself exceeded our expectations… beautifully presented with such attention to detail and comfort, and the log burner heated hot tub surrounded by nothing but wild flowers and peace and quiet was just divine. We really felt that we had ‘escaped it all’ for the weekend. Couldn’t recommend highly enough!
A B
Jul 14,2022Having booked several stays via Canopy and Stars, my wife didn't hesitate to use them again to book a surprise get away for my 40th. Unfortunately a couple of days before we were due to go, we both got a positive test for the dreaded COVID. My wife emailed the owners of the property we were to be staying in (a showman's wagon in the middle of a field on its own) to check they were happy for us to come. Unfortunately we were told they wouldn't allow us as they are high risk and wouldn't have time to air out the cabin. The latter being odd as there were no bookings after us. Under the circumstances we of course understood but given the current advise, we neednt actually have told them. My wife contacted Canopy and Stars to make them aware and hopefully get some help in getting a refund or moving the booking. We were told neither would be offered and to claim from our travel insurance! Now, I understand cancellations require 10 weeks notice, but as we were not cancelling and it was the property owners who would not allow us to visit, I feel their response was disgusting. We shall see if they bother to respond, otherwise we will be seeking a charge back through our credit card
janine stobart
Jul 13,2022Terrible stay. Initially very helpful trying to rectify issue until owner of site refused to engage with refunds. At that point I was advised they are only a booking agent so would not refund. They offered me a gift voucher for their site for 75 (I was on a 700 holiday) . That also advised they have had multiple complaints about the same accommodation but continue to advertise it. They have not published any negative reviews (including mine) and only publish the good ones - I was advised this is because “ we are not a review website like trip advisor. We try to liaise with them to rectify issues” . My issue is not rectified . They will not remove the accommodation from the site despite multiple complaints of it being sub standard due to the fact they are a charity- so we all end up out of pocket and then cannot get our money back
sue
Jul 02,2022gift voucher purchased as a gift for us, unable to find any one night stays to use voucher, 2 night min stay in most! very disapointing! looking like our daughter has wasted her hard earnt money. As no refunds given.
Evelyn
Jun 28,2022Do not book with this company. They are a bunch of con artists. The website doesn’t “clearly” display that their booking deposit is non refundable At any point prior to booking which violates U.K. consumer law. All the page mentions is a 25 percent deposit at multiple intervals but doesn’t mention clearly that it’s non refundable until after you press pay. Customer service is useless Steer clear Edit: this company claims giving the consumer a gift card is “working” with them. It’s not. And they have been reported to trading standards for their illegal terms and conditions in relation to non refundable deposits. This company claims to be ethical but have no idea about legalese or contractual law. I provided screenshots to this company that at booking it’s NOT made clear when booking that it’s non refundable Prior to hitting pay. They categorically don’t understand. Their screenshot was not only for a different property but not on the mobile version.
Steven
Jun 23,2022I stayed at the cabins in Ayr, the location is fantastic overlooking the sea and a woods behind you, cabin was spotless on arrival. No light pollution in the slightest at night, saw foxes and deers roaming around just infront of us, would definitely stay again, thanks
Hannah
Jun 20,2022I'm really surprised by the negative reviews on this site. I spend hours browsing the website, dreaming of my next adventure. We've stayed at several of their spaces and have our next trip planned for November. All of the spaces are truly unique and the owners seem invested in sustainable holidays, which is something very important to myself and family. The customer service team has always been very helpful when we've had any questions.
customer
Jun 15,2022We had the most amazing stay at Tyr Drew treehouse with Canopy & Stars, the team were so helpful with my questions and the hosts so helpful. I cannot fault the service and stay.
Merab
May 11,2022Customer experience did not match glossy PR - we left ‘Castaway’ in Llanthony early in distress. Although the owner acknowledged our distress by offering a (sweaty) farm car to protect our car from driving through the faeces-covered access road to the cabin - we still had to walk through ground covered in copious sheep excrement (not droppings!) to open & close two gates. The sheep would congregate overnight on the access road and around the gates - by morning the road and the ground by the gates would be totally covered and it was impossible to avoid stepping in faeces. We felt constantly exposed as there was nowhere to clean our footwear or the undercarriage of our car. We cut our visit short because it just felt unsafe, unhealthy and distressing. Tbh we were extremely surprised at the lack of goodwill from Canopy & Stars given their much vaunted status as an eco-tourism social enterprise. Perhaps, we are the wrong kind of guest - deserving to be made to feel like liars, not to be encouraged or even offered a goodwill gesture after our distressing experience. Their justification for refusing our request for a refund was that we should’ve expected sheep excrement because we’re on a ‘working farm’. We’ve stayed at quite a few working farms and we’ve never had to repeatedly walk through such a disgusting and distressing amount of animal faeces. A deeply disappointing experience during these difficult times. We were so excited to be off-grid in beautiful countryside only to have the experience ruined by a faeces-covered access road. Wish we’d checked Trustpilot before we booked because it looks as though we’d been fooled by glossy PR given the 62% ‘Bad’ reviews! Btw what is the connection between Canopy & Stars to the BBC and why are so many glowing reviews across social media appear to be predominantly by members of the media fraternity?
Joshua Francis
Apr 01,2022I stayed in an amazing wagon in Cornwall with a private hot tub! I wasn't sure what kind of holiday I wanted but the woman I spoke to in customer service was really friendly and suggested a number of options. When I arrived, the owners were welcoming and gave us plenty of ideas for where to go and what to do nearby - they'd even left a cake for us! Great experience!
Gemma Atkin-Brown
Mar 23,2022An absolute joke of a company who only care about making money and not about people at all. Do NOT book with this company. They actively encouraged us to go on our planned trip despite knowing we were Covid positive and could potentially infect many others! Refused to give us our money back or change our date. We were originally staying in Cobblenuts in Devon but this was cancelled by the owners due to Storm Eunice for our safety. Booked for our 15th wedding anniversary and now out of pocket and no trip away. Just what us needed in this awful time of everything increasing in price!! Horrendous company, book elsewhere and give a better company your hard earned money!!.
Samuel Panetta
Jan 25,2022JOKE OF A COMPANY Absolutely no regard for there customer and totally out for themselves and the owners of there property. We could not attend due to covid. Sent proof of a PCR result and they then said it wasn’t proof. Absolutely laughable. Go down the chargeback route as you will not get a dime back from these lowlife scum bags.
Priya Surendra
Dec 24,2021We paid almost £1000 for a 4 night stay in North Brewham, at a cabin based on a farm. We arrived in the evening, so it was dark and we had no familiarity with our surroundings. On the way up to the cabin, my partner slipped and electrocuted himself on the owners electric fence, and the owner paid no attention. Then when we got to the cabin, we discovered that on 5 out of SIX doors, the locks were broken?!? When we asked the owners how to lock the doors, they said it was complicated and had someone coming to fix them in January. But the thing is, they tried to fool us into thinking that the doors do lock, by telling us to lift the latches from the inside. On the outside, someone could easily pull the latches down. The husband came to act surprised as if he didn't know the doors didn't lock and then said 'sorry if you feel uncomfortable'.We thought that was absurd. We left the next morning as we couldn't trust the owners after their lies and shadiness, and then asked Canopy and Stars for a refund for the nights we didn't stay. They didn't listen to us, acted as if we were lying and refused to give us any compensation. Canopy and Stars clearly are not on the side of the customer and are only in allegiance with their property owners, even in times of health and safety concern. Even worse, they choose to side with lying property owners who could be sociopaths and psychopaths. It's disgusting.
Neufeld
Dec 02,2021Due to the renewed quarantine rules for all travelers from other countries, we can no longer start our trip. I thought this was reason enough for Canopy and Stars to refund our money. Last year, quarantine regulations came up shortly before our trip and two other companies reimbursed us unconditionally. After all, as a holidaymaker you are punished enough if you can't travel, we had been looking forward to it for a long time. But it was wishful thinking that Canopy and Stars would see it that way too. Apparently it doesn't matter at all that we are not able to comply with the applicable laws, as we cannot drive to our booked accommodation without a stopover. Apparently we are expected to accept the punishment and the administrative offense. All I can say is that we will never book through Canopy and Stars again and that we will call on our lawyer. I can only advise everyone to book somewhere else!
Lauren Simmonds
Sep 27,2022After spending £670 on 3 nights, which was payable 100% upfront with no refunds under any circumstances, I was looking forward to a magical stay in the Squirrel’s Nest Treehouse (Forest of Dean) and “getting away from it all” for my boyfriend’s birthday. The comms with the owner was great, and all seemed well at first. When we arrived, we were shown to the treehouse which is set in the back garden of the owner’s house, with no access to the forest without getting in the car. The Treehouse, while I was not expecting a 5-star hotel, was little more than a glorified shed. It was absolutely tiny, so once you had a bag or two on the floor, you were tripping over constantly. There was nowhere to put clothes or anything for that matter, so you had no choice but to live out of a bag for the duration of the stay. It was September, so the weather was wet, which made the whole experience miserable, with wet muddy footprints constantly strewn across the tiny bit of floorspace we had. There was nowhere to prepare food at all, with zero workspace, meaning that prepping pizzas etc for the pizza oven was nigh-on impossible. Not that we wanted to spend the time watching TV, but it was the weekend of the Queen’s death, so I flicked on BBC to find the Sky TV didn’t work at all. And the shower was absolutely rubbish, either boiling or freezing, and no pressure whatsoever. Sadly, on day 2, my boyfriend, whose birthday it was, fell ill, and we had to go home. For 2 weeks, I have been politely messaging back and forth with the owner. He told me even a partial refund was out of the question, and I asked whether we could return to use our dates another time. He told me his hands were tied by Canopy and Stars, and no such arrangements could be made. I was advised this accommodation is booked up almost every night of the year, meaning it makes well in excess of £70k a year, yet a small refund is out of the question, not even £100. That, to me, is just greedy and unkind. After what was meant to be a magical birthday experience - which, in the current climate, was a real “splash out” moment for me, I have now returned home out of pocket by almost £1000, and without any nice memories at all. Utterly disappointing, and I would not recommend to anyone. Get a nice hotel for the same price, or just go camping if you want to be outdoors! Or pick another treehouse (this, by the way, didn’t even seem to be in a tree / it was more of an outdoor lodge?)