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Reviews 106
Vinita Michelle
Mar 02,2021Just awful service. I had a tech issue on their website where I got a confirmation saying you are going on holiday but I never received a confirmation email. Tech issue happen which I totally understand. I tried calling and calling. No one picked up. I tried their chat box. I tried emailing and messaging on Instagram and Facebook. Eventually I was informed that I did not in fact have a booking and someone had booked over the dates I needed. If I had not chased I would have turned up at the venue. They should NOT have a phone number or a chat box option if no one picks up the phone or the voicemails. It just frustrating! On the email they even offered to call me and when I gave them my number they didn’t even call!
Josh Smith
Feb 27,2021Awful. Canopy and Stars cancelled our booking without notice. Took 1 week to reply to an urgent email. Really awful - AVOID!
Eolhc_
Feb 18,2021Was really looking forward to this little break but due to lockdown my original booking had to be moved. This was done with no problems. It come to my second booking,which again had to be moved, and I was told I had to pick new dates from the online calendar, the only dates left seemed to be at the very end of the year. Selected some dates only to be told that these were unavailable. This happened on several occasions, causing a lot of going back and forth and I started to get the impression that rather than prioritises the customers who already have bookings, they were allowing new bookings to be placed meaning the rest of us were having to wait until next year. Taking new bookings is understandable as I know money needs to be made up from all the lost time caused by lockdown but it didn’t help that the customer service girl come across unhelpful. She also come across very sarcastic when I requested a refund. Maybe going forward a selection of dates should be provided for current customers to chose from as either your calendar doesn’t work or in the time it’s taking for you to respond to emails the dates are being taken by new bookings. Won’t be booking with here again. A work colleague has also told me of a similar situation they’ve had too.
Kyle Williams
Feb 05,2021I had a horrific staycation with Canopy and Stars. I booked a cabin in Cornwall for 4 nights, long story cut short - the experience was badly advertised... The stay was not what we expected so I left a review on their website, they then contacted me to "investigate further" for which I told them I wasn't bothered about carrying it on any further but they insisted they would find out more. They then contacted me back to DEFEND the host and say that we were at fault for the experience that we had... I was baffled, I asked them not to pursue it in the first place as it was as simple as bad stay, bad review. I will never book anything here again, I'll preference Air B n B for which I've had much nicer service. I don't recommend C & S to anyone - especially if you have any issues with your stay.
Rachel Radice
Jan 18,2021Refunded my money pretty much straight away when national Tier 4 was introduced in December 2020. I just emailed to say I didn’t want a voucher, and it as no problem.
Sadie
Jan 17,2021I have use C&S twice. First booking no issues at all & review posted. 2nd place, I gave a review which was positive & negative, however they will not post the partially/full negative reviews. I think this is extremely poor service, customers have the right to know. If booking with them, make sure the listing do not just have a few sporadic reviews. I reviewed Daisy Cabin in Hertfordshire - lovely cabin, quiet, peaceful, beautiful, but because I said there was no welcome hamper as per the listing & that the cabin was exceptionally cold & I'd advise against going there in winter, they won't post the review - the open fire does not heat the cabin, we could see our breathe constantly. Also the mention of a radiator in the bathroom is pointless as it didn't heat the room & was only on for a couple of hours, you aren't allowed to change it. I will only use them again if the listing has a lot of good reviews, month after month. However, I will not recommend them.
Ellen Cunningham
Jan 17,2021Amazing properties, all unique. Easy website and great hosts. I assume they vet their properties and hosts well. We were over the moon.
Courtney Hunter
Jan 14,2021Canopy and stars have been a delight to deal with during this covid period. Had to rearrange my booking twice due to covid and have been accommodating and a pleasure to deal with.
Luke
Dec 04,2020Terrible experience booking through Canopy & Stars. Issues with our break and had no support from C&S in resolving the matter with the estate owners.
Hannah Gunn
Nov 23,2020I had booked a holiday but unfortunately it had to be cancelled because of Covid restrictions. I was contacted almost as soon as the new restrictions were announced by the Government and offered a full refund, which I received in 3 days. Although it was disappointing that the holiday was cancelled, they did all they could and were helpful and proactive in how they dealt with it.
Kate Long
Nov 12,2020We booked a short break with C&S to stay in the Ferry Waiting Room located at Mohr Hotel, Scotland. We experienced difficulty getting the wood stove to light when we arrived which was frustrating as we told it would be lit upon arrival. Over the course of the next 24 hours the weather worsened and we need to warm the children up & dry wet clothes. We asked for assistance as the wood provided was damp & treated posts etc from the estate which is unsafe to burn in a wood stove. No help was given. Soon, black suffocating smoke began billowing into the bothy, setting the carbon monoxide detector off. Despite asking for assistance, none was given and over an hour later, the alarm was still going and we worried about our children’s well-being with the intensity of it all. With night falling soon we decided to pack up and leave for safety. C&S put the responsibility back with the hotel and there has been no support for a refund or compensation for our damaged clothing and belongings. They seemed more offended we’d complained than concerned about safety. Avoid at all costs.
Eddy Eddy
Nov 01,2020The company Canceled our holiday twice with about a week's notice with no offer of a refund and can only rebook a year later. They have no regards for fair trade or customer service. Once they have your money they don't care. Very difficult to communicate with. Bunch of money grabbing work dodging scammers.
Morag MacDonald
Oct 30,2020As both an owner and someone who has stayed in Canopy and Stars properties, I have had a great experience. The yurt near bath I stayed in was delightful, secluded and in such a fabulous location.
thereisalwaystea
Oct 28,2020We have recently had a bad experience with Canopy and Stars. We tried to alter a booking, after the local area moved to Tier 3 Covid risk, but we were met with an inflexible approach. Canopy and Stars referred to themselves as follows "...we are a booking platform and the contract is with the owner after booking and we are not able to enforce how the owners chose to interpret the guidance..." Very disappointing experience.
Andrew Knott
Oct 17,2020I was a big fan of canopy and stars until we had to cancel the booking for my 30th birthday due to my partner being called away on a family emergency for an number of months. This alerted some obvious flaws in the cancellation processes. The booking was made 5 weeks before we were due to attend the accommodation. We contacted canopy and stars 4 days after the booking was made, a month prior to the date due to check in. We advised the situation and asked how we cancel the reservation. We have been advised we will only receive a refund of 75% of the amount paid IF the property is rebooked and if not we will not receive anything. To add to this we have to contact the company to check if the property has been rebooked other wise they will just keep the money paid for the booking. I am happy to pay a fair fee for the cancellation that is completely reasonable but this whole situation totally stinks, poor company policies not fit for purpose. This does not represent the brand well at all and even worse it does not represent the small businesses who build and create the fantastic pieces of accommodation. I am not able to be with my partner for my 30th birthday, who is having a rubbish time after being called away and to make it worse I have to pay for accommodation we aren’t able to use in 4 weeks time. Perhaps I should market the dates and accommodation in this review at least then someone else can enjoy it and I would get a bit of a refund.
Mabel Garfield
Sep 27,2020Awful experience at The Dipping Shed in Walcot Hall. Our break was ruined and reported to Canopy and Stars who did nothing to chase the estate owners for a refund. Avoid.
Mark
Sep 15,2020We booked a stay at Loveland Farm with Canopy & Stars this summer, after moving it from earlier in the year due to covid, and I can't fault the service. We were able to move our booking quickly and easily. I called to ask about the beds for our kids and the lady I spoke to was incredibly helpful and knowledgable about the place. We had a fantastic stay and I will definitely book again.
Matt Holdstock
Aug 18,2020Quality of accommodation and details of each letting are good. The search system is not very user-friendly in comparison to other similar sites. The ability not to search for specific dates for a lot of properties is particularly frustrating. Haven't had any issues once properties have been booked however.
Daisy Richards
Aug 13,2020Disappointed with the service from Canopy and Stars. On July 15th, we booked a birthday trip for November. We wanted to book for two nights, but were unable to get through on the phone lines, which was no problem, because of the coronavirus crisis. We contacted the host directly and she said that the cabin was free over the dates we wanted. In the end, we decided to go for three days to extend the celebrations and used the Canopy and Stars website to book. All was well, until a few days ago (almost a month after booking) when we received an email to say there had been a booking mistake and our dates weren't actually available. We were told there was an issue with a third party calendar software - the lady we spoke to was kind, but in the end, she couldn't help us beyond saying she had to cancel the trip. We were very disappointed as we booked time off work and so on, and it was just a case of "the other people booked before you so we have to cancel you" which is fair enough, but left us feeling a bit gutted about the trip.
Sophie Anderson
Mar 02,2021I wish I had read the reviews before booking with this company. There are a couple of reviews re: the level of customer service and the department being sarcastic.. I completely agree with this, they have a very odd tone to their emails which almost feels like they just want you to go away. I booked back the summer of 2020 to arrive for Feb 2021 as I wanted some things to look forward to for my 30th birthday. When it came to Jan 2021 we obviously realised that this booking would not go ahead and the booking was cancelled by C&S and we was asked to either cancel or rebook. We wanted to rebook and we was asked to email them with new dates we would be available and how many nights we was originally booked for. We had originally 2 nights booked and we offered a list of dates but advised we would be free for most weekends left for 2021. They came back to us and said it was preferred that we have a 3 night break now, which was not what we booked the reason for this is: that was the hosts preference for this time of year. I emailed them explaining we was happy to come in Feb 2021 however, we would be breaking the law, so it's not something we WANT, but more we had no choice but to do. I accept that they don't want to be closed either, but you don't need to take it out on people who are looking forward to enjoying a break at your facility. We was also told we would have to pay the extra on top as we wanted to move to a peak booking, I was happy to do this, but I wanted to know how much this was before agreeing to it. They did not take into account the financial impact of having to have another day off work for self employed people who had already had it bad this year. I wrote back to them advising they could not force us to extend the trip and they said they would ask the 'host' or told us to take a refund. There was a lot of back and forth, which was pointless due to the fact that we was waiting for the host to reply and advise if we could have the two nights and confirm what the price increase would be! The host did actually come back and accept the two nights and we paid the price increase, which shows that the back and forth was pointless. Since then I emailed them again, as I hadn't realised that this actually clashes with another event of mine, their emails are so confrontational and rude. He came back and stated that as there was no availability until November, I would have to cancel and forfeit my deposit. No consideration that I might be happy to move to November? I just find the whole experience rude, unprofessional and confrontational. I really feel like they just want the past bookings to cancel, and book new bookings. I wish I had cancelled in Jan..