"Do not book with this company"

Do 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.

"Cabin at Ayr"

I 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

"Love a sustainable holiday…"

I'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.

"Amazing service, amazing company"

We 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.

"Customer experience fell short of slick PR!"

Customer 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?

"Great experience!"

I 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!

"An absolute joke of a company who only…"

An 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!!.

"JOKE OF A COMPANY"

JOKE 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.

"Had to flee our unsafe cabin with lying owners, but Canopy & Stars didn't care"

We 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.

"I wish I read the reviews before…"

Due 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!