"Holiday was cancelled but quickly received full refund"

I 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.

"More concerned with aesthetics than safety"

We 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.

"They cancelled our holiday, no refund"

The 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.

"As both an owner and someone who has…"

As 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.

"Bad experience with Canopy and Stars"

We 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.

"You are a customer so what we have your money now."

I 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.

"Awful experience at The Dipping Shed in…"

Awful 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.

"Helpful, friendly and quick to respond"

We 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.

"Quality lets, website search could be better"

Quality 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.

"I wouldn't use this site to book a trip again."

Disappointed 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.