"Terrible experience"

Appalling handling during Coronavirus outbreak, very aggressive handling of our situation NO refund offered, I'd NEVER book with them again.

"Many happy holidays thanks to LHH"

We have booked many times with LHH and never had an issue. We had a week booked in the Easter holidays which had to be cancelled after due to Covid restrictions but they refunded this with absolutely no issues at all. They did keep the administration fee but I felt this was perfectly reasonable given the circumstances.

Whenever I have contacted LHH they have always been prompt in replying and very helpful. I will definitely continue to use this company.

We have been thrilled with every house we have stayed in through LHH.

"Isle of Lewis"

After having our holiday postponed from last Whitsun, we were delighted to return to the most wonderful holiday home at Aignish. Everything was perfect, as before, and we were very happy to spend a wonderful week in glorious sunshine. We have been very impressed with how everything was handled. It’s not an easy time for anyone. Thank you very much. So happy that we have already rebooked.

"Not brilliant."

As with many others concerning the last year their performance was lacking in all areas - particularly worrying was the aggressive legal blurb sent out. Their performance was the direct opposite of cottages.com who were superb and accommodating with our 2019 bookings.In the future I would neither recommend or be using them.

"LHH's unfair behaviour is reportable to a government agency looking at such practices."

I'm shocked but not surprised by sheer number of examples of unfair LLH behaviour reported here which are similar to my own.

It is possible that sharing these complaints of unfairness privately with the UK government's coronavirus business complaint service website, which was set up to deal with such cases, would help to avoid others suffering the same way.

LHH accepted our booking for 23 May - 30 June 2020 on 16 May 2019.

Shortly after we had paid the final balance, we received an email from LHH headed "Cancellation of Your LHH Booking" which began "LHH Policy Statement as of 23rd March 2020". It said they were not refunding or rescheduling.

LHH followed this up with an email it described as clarifying and said that they weren't cancelling the booking, but we still couldn't go or get a refund.

LHH later relented a little and said they would roll the booking to 29 May - 5 June 2021. We agreed, since by that time it was looking like restrictions on us taking up the 2020 booking may well be extended to the week we had booked, and because we wanted to support a sector which was then likely to suffer in the months ahead (both of which turned out to be the case).

On 19 April 2020, nearly four weeks after agreeing the rolled forward 2021 booking, LHH said we had to accept new T&C's. Those new terms would have given LHH great freedom to cancel but not refund or reschedule (ie allow them to do what they unjustifiably had said they wanted to do in March 2020). These new terms had not been mentioned when we agree to roll forward, nor had any indication there would even be new terms. Attempts to change T&Cs after agreement seems to be a very questionable business practice, particularly when the change is so clearly in the favour of the party already holding the other's money. In any event, by this unfair action LHH forfeited the goodwill we were until then extending it.

We declined to accept these revised terms given we had by then lost confidence in LHH - LHH had said first that they would not honour the original contract and then declined to honour the revised booking on the terms in place at the time it was agreed.

LHH's subsequent emails, in part, claimed to come from their legal team, although the language used did not look like it came from a reputable lawyer, much less anyone who cared about customers. They also demonstrated a desire to follow a narrative of events which LHH had created. LHH would have known that narrative to be at best misleadingly incomplete had they actually read their own previous emails as well as mine.

LHH's apparent belief that they had no responsibility for bookings for which they have taken money was nothing short of shocking. Declining to take phone calls on the subject in favour of sending emails which sought to avoid the key issues by repeating their preferred and incomplete version of events similarly so.

Other Scottish rental sites had similar T&C's when we booked. However, I was only aware of LHH behaving this way, and in particular of changing T&C's in their favour after agreement and when they held my money. Not being a lawyer, I can't be sure this behaviour was unlawful. But I can be sure it was out of line with other rental sites as well as government comments. And that it was unfair.

I have a document trail supporting the points above.

"We are very happy with the service…"

We are very happy with the service received from this company and the property owner when we raised some issues with our property at Little Glenforsa on the Isle of Mull.
This has given us full confidence in booking again with this company.

"Brilliant swift and friendly service!"

Following my review a couple of days ago on Little Glen Forsa on the Isle of Mull, I have to say I'm super impressed with LHH and the owner of the cottage.
LHH dealt with my review extremely swiftly, the owner has offered an arrangement we are more than happy with and is now taking steps to rectify the problems.
Brilliant swift and friendly service on behalf of both LHH and the owner and it has most definitely restored my faith in the holiday company and Glen Forsa and will now book again.
Thank you! Really really impressed x

"Beware"

We have used LHH previously and not had any problems. COVID has shown the good and bad companies.
When we booked we accepted the Ts and Cs. Since then every time we have made a payment new Ts and Cs are sent. No option to decline them. They take away all of your rights and do not bare any resemblance to any covid statements on the website. No refunds whatever the circumstances and admin fees. We took legal advice and were told that they couldn't do this. Needless to say months of worry and stress...read the other reviews..so many unhappy people....we were lucky and got our holiday...many were not and had problems resolving.
Some companies stepped up during covid...some did not....

"Happy experience"

We booked our recent week on the Solway last November and LHH have been exceptionally helpful in dealing with any queries we had about insurance ,deposits and potential cancellations due to Covid .
The house was well presented and there were clear instructions for housekeeping and precautions displayed in the property.LHH were very easy to deal with in what must be exceptionally difficult times for the hospitality industry.

"Beautiful week by Loch Lomond"

We have just had a blissful week at Portnellan Farm on Loch Lomond, booked through LHH. Couldn't recommend them highly enough. The property was simply stunning and LHH wee courteous, friendly and efficient.