"Things have not be easy for this type…"

Things have not be easy for this type of company in Lockdown. We have twice not been able to go on holiday due to the regulations. LHH guided us through the process to allow us to go to Mull recently, while at the same time insuring we complied with government criteria. The payment for previous holidays booked, but we could not go on, were rolled over. We had a fabulous holiday in Mull, perhaps the best ever, like all the accommodation we have been on with LHH, it was attractive comfy clean and well maintained with amazing views of sunsets over the Sound of Mull. We are now looking to book next years holiday with them. Norman Thornton

"Do not book with this company"

Do not book with this company. Despite law being on the customers side, this company refused to give refunds for deposits paid for Oran and Mara holiday home on Lewis. Their customer service was non existent. Awful company. Eventually had to file a retail dispute claim through my bank to get the money back but the company were fully expecting I would give up rather than go to lawyers. They are trying to wait people out. Despicable.

They changed their T&Cs post our original booking and tried to deny a refund based on a changed contract- this is not legal. In addition, they tried to offer a change of date but this meant that if that holiday couldn’t go ahead for any circumstances then we would lose the full amount of money with no refund. Their offers were hollow and not legal. I believe they are now being investigated for these practices during the pandemic.

"I can honestly say I will never book with LHH again"

I have never come across such belligerent customer service before. LHH Scotland appear to go out of their way to avoid returning money once it has been paid to them.

We paid £650 for a one week rental of Taigh Glas near Gairloch, plus a £12 administration fee. They advised the booking could not be honoured due to COVID travel restrictions which is fair enough, but contrary to UK and Scottish Government guidelines they argued they were entitled to retain £60 of the refund to cover the cost of giving us back our money as it had already been paid to the home owner. This is a disproportionate charge for an electronic transaction.

As an alternative to paying £60 they offered the opportunity to re-book but we were told that as the equivalent week next year will cost more we’d have to pay the difference without any additional fee (which is reasonable) but if we booked a less expensive week next year we would not automatically receive a refund (totally unreasonable). They advised that if the home owner agreed to refund the price difference they would still charge an administration fee. Unbelievable. It seems to me that this company regards the holiday home owners as their customers not the holiday home renters. After way too many emails LHH finally refunded the full cost of our rental. It shouldn't be this hard and we’ll certainly never book with them again.

"Double admin fees"

Refused a refund when our holiday was first cancelled back in March 2020 so rescheduled until March 2021. We were offered a refund this time which we took but had to pay another administration fee ontop of the one already paid whilst booking. Just steer clear.

"Typical LHH response"

Typical LHH response. Nothing changes!! A greedy uncaring and irresponsible company to do business with.

"Customer Service Rubbish when there’s a problem"

We have booked with LHH now on three occasions. The first time was great but LHH’s true colours come to light when there’s a problem. Last year our holiday was cut short as we went into lockdown. LHH communication skills were non existent. We booked another holiday for this year for w/c 17th April. This has had to be cancelled due to lockdown restrictions. We asked to rebook for next year but whilst willing to leave our deposit wanted the remaining £900 we paid refunded so we could book something this year. LHH were not willing to refund this and like a previous review wanted to charge extra as the price had gone up for 2022, the only way to get any money back was by cancelling the holiday completely which meant LHH could then charge you £60 Admin fee. There Customer Service is great when everything goes smoothly but as soon as there’s a problem they don’t want to know.
I am sure the owners of the cottage that had booked would like to know that LHH have just lost them business.
After reading many of the reviews you only get a reply if your review is praising them. My point exactly....
After reading the reply from LHH they are still missing the point. You wanted to keep all our money for a whole year. We didn’t want to cancel we wanted to rebook. You didn’t give us a choice. I am sure when other people read the number of lousy reviews you have they will make up there own minds as to who is in the wrong...

"Excellent customer service"

We had to rebook two holidays through LHH due to COVID (one holiday twice) and the team could not have been more helpful. Every email was responded to promptly and an effective solution found. I was very impressed at how this situation that was completely outwith their control was handled.

In addition, we have been very impressed by the quality of the self-catering accommodation used in some stunning locations.

Thank you LHH. We will definitely be holidaying with you in the future.

"COVid doesn’t seem to matter if you have to rebook"

We had booked last year, a cottage in the outer Hebrides. We live close by. Noticing the outer Hebrides is now Level 4 lockdown, we contacted them to rebook, naturally since we can’t travel there. They said yes but we have to pay the increased rate! I’m furious bc lockdown is not negotiable therefore of no fault of ours. Disgraceful! If it were our choice then fine but it isn’t. Never booking with them again.


Response to LHH thank you for responding! As of today we have resolved the matter with your office.

"I will never use this company again and…"

I will never use this company again and will advise others not to either. After having successfully received a full refund from my credit card company for a booking made in April 2020, which was cancelled by LHH due to pandemic restrictions, LHH submitted various emails to the credit card company disputing the refund that was given. LHH cited sections from consumer law and claimed that it is illegal for insurers to ask clients to seek a refund from credit card companies. Needless to say the information submitted by LHH did not note the guidance from the Competitions and Markets Authority that refunds should be given, or mention that LHH settled a case taken to Court in November 2020. I find it difficult to understand why a company would go to such lengths to disadvantage customers. I now have to invest further time and energy to ensure I am not charged again. It seems LHH is determined to push this issue to the small claims Court, in the hope that most customers will lack the time or means to submit claims. An appalling company, with little interest in customer service and apparently incurable greed.

"Braemore Cottage was perfect"

We had a lovely time at Braemore cottage. It was clean and had everything we needed for a week on Harris and Lewis. LHH were very helpful when I enquired about a few specifics. The hot tub really was a treat, even in the November rain. Only recommendation would be a cottage sign on the gate as it was a little hard to find when arriving in the dark. Perfect.