"Disappointing .."

We would award this company 0 stars if we could. We concur with all the previous negative comments as they mirror our own experience.

We made a late booking with them just before the first Lockdown in 2020, paid in full, and within a few weeks all travel was cancelled due to Covid 19 government guidelines. Most companies refunded without quibble, but not LHH. We were appalled to receive a curt, unsympathetic email from the company stating that they had limited staff working from home and we were told not to phone or email. They eventually retracted their ‘no reschedule’ slightly by offering us the mirror week the following year, 2021. We were pleased not to be losing our entire payment after all so we accepted.

When the second lockdown occurred and the holiday was still not possible in 2021, we requested a full refund as, once again, was standard procedure and government guidelines. This proved to be difficult and slow. When we did finally get our refund, the company deducted an administrative fee as well as keeping the original booking fee. We were so fed up dealing with this company that we accepted the refund minus the deduction, just to be finished with them.

We would not advise anyone to use LHH Scotland as a booking agent.

"The House by the Loch, Inverness"

We stayed in 'The House by the Loch' near Inverness in August 2021. The views were beautiful and the house excellent. The kitchen was very well equiped and the bedrooms comfortable & clean.We made full use of the dance floor, the hot-tub, the pool table & the cinema room. A very minor complaint would be the inability to cast you-tube videos in the cinema room, possibly due to limited local internet bandwidth. Nonetheless, we had a great holiday and would stongly recommend this venue to everyone.

"A terrible company that cares only…"

A terrible company that cares only about profit rather than customer care. Booked a holiday pre lockdown and still haven’t received my deposit back. Steer clear. There are many more reputable and reliable companies to book with.

"LHH - Highly tailored customer service which is second to none."

Yet again, LHH Scotland come up trumps. In ringing to check about our forthcoming holiday (our 30th or so Scottish LHH booking...we can't get enough!) I happened to ask about cottages with disabled access for a friend and within 12 hours received a comprehensive list of not just a couple, but lots and lots of options all over the Highlands, and Islands and the bits in between. Each recommendation is personal and filled with detail that you wouldn't get from an ordinary company who just sell spaces. Each cottage is personally reviewed and stayed in by the owners of LHH and it really shows.

It means when you ask for something specific, you're sure to get it, be it a cottage with an accessible bathroom, somewhere that'll take two dogs, a secluded highland hill stay or a cosy cottage overlooking the bay. They're all offered through the eyes of someone who's actually stayed there and experienced it for themselves. That's why we get honest interpretations of what to expect and what's on the doorstep, which amenities are on hand etc etc.

I honestly could not fault LHH. Their highly tailored customer service is second to none. They know their regulars inside out and know what they'd like.

They are personable and afford the time to customers. I cannot think of another comparison company who offer such detailed support and actually respond with personal emails and suggestions. There is nothing corporate about this company and it shows. It's why we go back time and time again and have done for well over a decade because the service is great and the people who run it go that extra mile. It's a great way to plan and book a holiday, knowing the integrity and care of the people you're booking with.

We couldn't recommend LHH more.

"Excellent"

Great company to deal with and they were very understanding and helpful when we had to reschedule dates due to my husband having to have surgery. Always prompt replies to any emails, we would definitely use them again

"Scotisay View, Isle of Harris"

On arrival at Scotisay View it was clear that the house had not had the thorough Covid safe clean that the information claimed. This was disappointing. There were also some issues with various equipment in the house. After a few days the issues were resolved.
The location of the house is stunning and Harris was beautiful.

"Wonderful holiday week"

Really enjoyed our stay at Quarryfield: hot tub, pool table, table tennis, darts, beautiful scenery and walks round about. The rooms were mostly en suite, very comfortable and roomy. Inverness 10 minutes away with all its facilities. It's always a pleasure dealing with LHH; easy to book, prompt replies to any queries - we go back year after year!

"Go elsewhere"

I am very pleased for all of those people who enjoyed a lovely holiday in one of LHH’s properties and have given them a 5 star review. You were lucky that nothing prevented you from taking your holiday.

I am however far more pleased for all of those people who were unable to take their holiday in 2020 due to Covid and who, after over 17 months of intimidation, stress and anxiety, have now finally been refunded their money by LHH thanks to the intervention of the Highlands Council Trading Standards. I assume that after months of denial and argument, LHH have finally agreed to make the refunds to avoid court action for breach of consumer law. If it did reach the courts I guess that LHH now know that they would undoubtedly lose and as a consequence suffer a hefty fine and legal costs. I applaud the team at Trading Standards for their tenacity in dealing with this obstructive and abhorrent company and congratulate Trading Standards for the successful outcome.

I therefore think that it is now time for the directors and co-owners of LHH to publicly apologise and admit that they got it wrong. They should also make a personal apology to each of the 1 star reviews on this Trustpilot page. I would also suggest that they might want to sack their legal advisors!

If you are thinking of booking with LHH my advice is to carefully read their t&cs. Despite the fact that LHH have received a good kicking from Trading Standards their modus operandi is to still do everything they possibly can to keep the full rental charges once you make a booking, irrespective of whether you can actually take up your holiday or not. As an absolute last resort, and only if you have been unable to reclaim your holiday money from your travel insurer (including appealing the decision with your insurer) will they consider refunding your money (with a £60 admin deduction) in the event of a Covid lockdown. The £60 admin charge by the way is completely against the guidance of the CMA and Scottish Government.

There are plenty of other reputable letting agencies in Scotland with less onerous t&cs and equally good properties. Indeed, many property owners have been appalled by LHH’s behaviour and have sacked them and gone elsewhere (15% of their portfolio in the past 12 months). Those property owners who remain with LHH must be oblivious to the media, and unaware of their despicable behaviour and bad publicity, or are as equally greedy as LHH. Therefore my advice is that you should go elsewhere. Don’t risk enduring loads of stress and anxiety and losing your money!

"Lovely well kept property in an amazing…"

Lovely well kept property in an amazing location with exceptional views. Great space both inside and out for the kids to play. Everything you need to have a perfect stay, easily getting everywhere. Property was cleaned to a high standard for our arrival and the beds were all very comfortable 👌

"Strength in numbers and no"

Strength in numbers and no, we would not give up, and we would not be bullied into accepting the gross negligence of this abhorant company. The article in the Scotsman says it all (See 27th July "Holidaymakers to receive refund from Highlands letting firm after Trading Standards action") . The law has finally been upheld and the morale of the story is "do not touch this company with a barge pole".