This Company is owned by Trip Advisor and exemplifies customer service levels at their very worst. Highly ironic considering that Trip Advisor is where many of us go to leave Reviews on whether compa... See more
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I strongly recommend avoiding it. The company is registered in London but trades in euros. I lost money when my booking was canceled by them, and received no feedback despite multiple attempts to cont... See more
Company replied
Sally is a very welcoming host, her cottage is situated is a beautiful area of Fanad, with many nearby villages, tourist locations & beaches accessible with a short drive. Per friendly which was... See more
Our third short holiday at Hafn with 10 family members. We've always been lucky with the weather, but even on rainy or windy days it is such a spectacular place to look at the seascape and see the wav... See more
Company details
Information provided by various external sources
Holidaylettings.co.uk is a TripAdvisor vacation rental company with hundreds of thousands of rentals available worldwide. We advertise cottages, villas and even lighthouses from England to Fiji and everywhere in between. Book your next holiday in a unique and personal home away from home with the security of online payment.
Contact info
United Kingdom
- www.holidaylettings.co.uk
2.5
Poor
3k reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
How this company uses Trustpilot
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Good choice
Holiday lettings gave me plenty of choice in the area I wanted to visit. It was easy to find something suitable to fit my budget. I would certainly choose to use them again in the future.
15 May 2023
Unprompted review
Booking accommodation for a family…
Booking accommodation for a family holiday was easy and it’s good to feel that the everything is secure as well .
11 May 2023
Unprompted review
Very user friendly
Very user friendly. Easy and fast to use.
Unfortunately due to travel issues I have had to cancel this trip. However I would not hesitate to use this service in the future.
15 May 2023
Unprompted review
Immaculate home!
The house is just lovely. The space is more than you could wish for and very modern. View is great of the “haunted house” and sea beyond. Got us all talking! The village is lovely too and so close to everything. The only very small complaints we have are…
Lack of any shelving in bathrooms….and no kitchen knives??? Lol. Great few days!
28 April 2023
Unprompted review
Disappointed
The apartment looked delightful but within 20 minutes of booking we were told the booking would have to be cancelled.
We are still waiting for contact from TripAdvisor as the property owner has made it very clear it's not her problem.
It would be helpful if owner/managers made properties unavailable for booking when renovations are planned.
We are currently £450 out of pocket after using TripAdvisor. We will have to rebook but it will be through a different company and will not be recommending them.
17 May 2023
Unprompted review
Reply from Holidaylettings
Hello Andy, and thank you for your review. I'm sorry that the owner wants to cancel the booking you just made, and I understand your frustration, as you want your money back as soon as possible, and wants to be contacted by our customer support. Having said that, we are merely a venue allowing travelers to view properties, communicate with you in respect of any queries or questions, and/or facilitate the conclusion of rental agreements and payments. Owners are responsible to make sure their listings' availability, rates, and property details are up-to-date and accurate on the ads. If they need help, we are there to help setting up their adverts to have the most accurate information for the travellers. That said, if paid on the platform, we protect the money until the check-in date. Please, contact us by phone "+44 (0)203 701 5369 (UK), or + 1-877-354-7539 (USA", or fill up the form : https://rentalsupport.tripadvisor.com/contact_form, so we can help you about the refund, look for alternatives, and take care of the owner's advert. Thanks again for your feedback! Peter - Tripadvisor Rentals Support
I am a property owner
I am a property owner, who has been with Trip Advisor for over 10 years. Guest booked via Trip Advisor damage a bed in my property and I put a claim in to claim for the damage - the client disputed the claim but we came to an agreement on half the cost. Trip advisor then refunded all the damage deposit directly to the guest!! and are refusing to sort. Very poor and disappointing!
18 February 2023
Unprompted review
Reply from Holidaylettings
Hi Helen and thanks for your feedback about the damage claim for booking BR29436787. We're sorry to hear that you had a damage claim and understand your disappointment with our decision about the claim. According to our records, you declined the guest's initial amount they were willing to pay back in February and proceeded to escalate the claim to us in March for a higher amount which our team reached out to you in multiple emails including two with 48-hour deadlines advising that the traveler is disputing your entire claim and to provide us with evidence of the damage and receipts for us to investigate and mediate the claim, but as we had no response from you by the deadlines the claim was resolved in the guests favor and the full amount released to the guest since they didn't authorize us to release any amount of the funds. You responded to us after receiving the email about the decision of your claim that you then wished to accept the traveler's previous offer you rejected to settle the claim, but it was too late. Once the claim is resolved we're not able to reach out to the guest and oblige them any further about the damage claim. When a damage claim is raised to us we communicate with both parties and ask for evidence to support or dispute the claim and both agree when the claim is escalated to us our decision is final. Both parties are extended the same amount of time and deadlines to respond. Once the deadlines are met and we haven't received responses from either party in need to extend any deadlines, we make a decision based on the information and evidence provided by each party to make the decision on claims. We regret the outcome was not what you expected and understand your disappointment. We recommend in the future to avoid negative experiences that you respond to all correspondences by our team in a timely manner so that we can better support you. Thanks for your feedback! Sylvia -Tripadvisor Rentals Support
Lovely stay Brilliant stay in this lovely…
Brilliant stay in this lovely apartment, pool is spectacular and bars restaurants 2 minutes away with further bars in the centre which is 15 minutes walk , apartment was clean and tidy
2 April 2023
Unprompted review
Misleading listing!!
I had seen a property on Airbnb which had availability, the same property was on holiday lettings but at a cheaper rate. I booked via holiday lettings…..24 hours later my booking was declined as the owner had not confirmed it. I went on Airbnb to try and book through there but by this time one of the nights I needed had gone. On contacting the owner she advised she does not use holiday lettings and therefore would not have seen my request to book. My initial deposit was returned but I’m now left with trying to rearrange accommodation after booking flights, etc. I wouldn’t recommend this company as they are advertising properties that are not listed with them 🤬
24 April 2023
Unprompted review
Reply from Holidaylettings
Hi Ruth, thanks for taking the time to leave us a review. We‘re sorry to hear about your booking request, and understand that you have already purchased your airfare for this summer. We understand your frustration, and we’re here to help you. When searching for a vacation rental on our website, every listing price and availability is set up by their owners. When a traveller is interested in reserving a property, they can either send a message to an owner or they can send a booking request through our website. The owner will then verify that the dates requested are available and its pricing is up to date, and they will either accept the request or not. If the rates are not up to date for the specific time requested, then the owner will have the option to send the traveller a quote with the updated price. It’s the owner’s responsibility to ensure that their availability and pricing are up to date prior to accepting a booking request or prior to sending a quote. Owners do this because they usually advertise their listing on multiple websites, just like this owner did. They need to make sure their listing is correctly advertised before proceeding with the request acceptance or sending a quote. Only when a booking request is accepted by an owner, then they’re in a binding rental agreement with their guest, and they can’t modify the accepted rental price. Booking a vacation rental is not like booking a hotel or a flight, where if you see the same room or flight on some other website for a cheaper price you want to book the cheaper deal. When booking a vacation rental, you're e booking with a specific owner, and you're entering in a rental agreement with that owner, not with HolidayLettings, for example. If owners advertise the same property on multiple websites and pricing don’t usually match that’s because they have made a mistake or haven’t updated their prices yet on all their platforms. In your case, we see that this owner has now deactivated their listing from our website. This explains why the price you found on HolidayLettings was cheaper. Again, please understand that owners set up pricing, and advert their properties, not HolidayLettings. When sending a message to an owner of a property you are interested in booking, instead of sending a booking request, no credit card or PayPal is required. If the owner responds to the message, and the traveller wishes to proceed with booking that property, then they can submit their booking request. Only then, their credit card, or PayPal details, will be required. About your booking request, because the owner missed it, after 24 hours your request automatically expired. Once a request expires or is declined by an owner, the pre-authorization on the credit card used is automatically released, and this is why you saw the funds back in your account. We are more than happy to provide our assistance in finding a vacation rental that meets your criteria if you are still needing help. If so, please contact us via this link https://t.co/Ez39ygj58U. To expedite things, we are sending you five properties that we think may be a good match for you. We’re sending you options from owners that so far have been responsive to their inquiries, and have a good account history and a strong listing performance. Many thanks! Oliver- Tripadvisor Rentals Support
disappointed. feeling being scammed
I was disappointed to discover that the cancellation policy was not clear and that the 60-day window was hidden from view. To make matters worse, the window only became visible 24 hours after booking, leaving me feeling misled and frustrated.
I find it concerning that a travel website as reputable as TripAdvisor would allow such a policy to exist, especially given the impact that cancellations can have on travelers' plans and finances. In my opinion, it is essential for travel companies to prioritize transparency and clarity in their policies, particularly when it comes to cancellations.
In the end, I feel that I was scammed by this booking process. As a result, I cannot recommend Holiday Lettings or TripAdvisor to others who are looking to book vacation rentals. I urge these companies to take action to improve their booking process and ensure that all policies are clearly communicated and easy to understand.
10 April 2023
Unprompted review
Reply from Holidaylettings
Hi Kyuha, We are sorry to hear that you didn't have a great experience with our platform and we take into serious consideration the transparency of our policies. The cancellation policy is chosen and set up by each individual owner. We recommend reviewing the cancellation policy carefully prior to confirming your booking. You can take a look at the owner’s policy on the payment page, just above the Request booking button. Simply select cancellation policy to read through it before submitting your request. Rest assured that as a platform we constantly take on board feedback to improve our processes. Please, you will find more information about cancellations here: https://bit.ly/43SZSYe and https://bit.ly/43ZrpY8
Many thanks, Ruben - Tripadvisor rentals
Really nice apartment and a good location
Really nice apartment. Everything was clean, good location, just 10 min to the beach. Jackie was very helpful and let me stay longer at my departure day, because of late flight.
2 April 2023
Unprompted review
Awful customer service
I am a holiday home owner.
This is my reply following a response from TripAdvisor/Holiday Lettings. My original review is below this:
MY RESPONSE TO: Oliver - Tripadvisor Rentals Support
It’s a refreshing change to get such a prompt response from you. It’s a shame that it takes my Trustpilot negative review to motivate you to respond. It’s also a shame that in the recent telephone conversation with the last operator of 3 separate calls, I had the misfortune of being subjected to, Stefanie, didn’t see fit to refer my UNRESOLVED complaints and certainly didn’t ‘help me in anyway’. I am guessing this person was based in a French territory, judging by her name and accent. Instead, she chose to talk over me and ignore my legitimate complaints. UK customer service is second to none. Keep it in the UK for UK customers please. Let’s start backing Britain!
About our commission, you claim we pay a 3% (excl. VAT) fee per booking.
MY RESPONSE
I will correct your claim. For example: an extra night, we charged £120. Your charges to the customer were £137.00 and to us £4.00. That makes a TOTAL CHARGE by Tripadvisor of £21 or 17.5%. This is typical of the charges made for all bookings. 17.5% total charges
About blocked messages to your guests, you state that, ‘we understand the inconvenience this may cause. In the interests of security, and to allow us to offer Payment Protection to travellers, contact details cannot be exchanged until a booking has been paid in full…’
MY RESPONSE
Providing contact details is not a problem for any other of the channels – only yours – something you changed without consultation a few years back. I have complained on many occasions, but these complaints have fallen on stoney ground. I can only assume that you don’t trust your owners, in which case I would be concerned that you advertise them on your channel! We also have automated systems to ensure that all guests receive relevant information as early as possible. It’s not possible to integrate that automation with your proprietary messaging system. You therefore are hindering us; we have to go on manual because of your selfish policy. This is both time consuming and expensive for us, but you clearly don’t care.
If you don’t trust your owners, then don’t deal with them. Or put another way if you have no reason to believe we are being dishonest, treat us with some respect and allow us direct contact with guests, as we do with all other channels and once did with TripAdvisor.
MY RESPONSE: CALL CENTRES
There is no need for an Indian call centre. I call during normal UK working hours. The only reason you lumber us with Indian call centres is to save you money, let’s be clear. If it was volume, you could increase your UK call centres. If you would sort out your messy and clunky booking edit, it would mean we wouldn’t need to deal with hapless representatives who have no clue what they are doing and dragging one problem, constantly putting me on hold while they seek advice for 2+ hours of my time, maybe you would get fewer and shorter calls.
As you have acknowledged we have been with you for many years, I am very, well aware of your FAQS. None of them could resolve this issue you created. Hence a painful 3 long frustrating calls and over 2 hours of my time wasted.
Your kind words are just that and I suspect aimed at an audience, not to help me. You have my details, you know who I am. I had to provide these to submit my review. If you really are genuine in wanting to resolve this, Oliver please call me, rather than virtue signal on this review site.
This channel is one of the worst of the 5 that we use.
They are intransigent and not at all customer friendly. They also charge one of the highest commissions.
The call center is India based. From my experience over many years, they are not knowledgeable and script driven.
Unlike other channels, they block any direct contact with your guest, until the guest has paid in full. This creates many issues.
The invoicing is convoluted, not consistent and confusing.
Editing bookings has limitations and usually ends up with a long, messy and convoluted phone call. I have had 3 of these in 2 days lasting over 2 hours!
They ignore feedback and complaints. They don't listen.
It's hard to believe that they are run by Tripadvisor!
18 April 2023
Unprompted review
Reply from Holidaylettings
Hi Anthony, thanks for your latest message. Due to the time this evening, it’s too late for us to call you. We are sorry you have all these negative feeling against our customer support teams and platform. We do have all your contact details, and as requested we'll arrange a call tomorrow so that we can speak with you, answer all your questions, and help you with your upcoming reservation. Please let us just clarify that the commission you, the owner, pay is 3%. The traveller, on the other hand, pays a booking fee. This booking fee is variable and typically is between 8% and 14.5% of the rental rate. It’s sometimes lower, but not higher. About contact details being blocked, we appreciate your feedback. We understand that you have everything automated on your end, and our policies are making your interactions with your guests a lot more complicated and time-consuming. We're aware that some of our policies are different from other platforms, and we understand we can’t make everyone’s happy. We're constantly looking for ways to improve our services and platforms. Feedbacks like this help us understand what our customer needs are. We look forward to talking with you soon. Many thanks – Oliver - Tripadvisor Rentals Support
Hi Anthony, thanks for taking the time to leave us a review. We're sorry to hear about your experience and that you feel this channel is one of the worst of the 5 that you use. We understand your frustration and we thank you for all your feedback. Also, we see that you have been using our platform for many years, have had many successful reservation, zero cancellations, excellent traveller’s reviews on all your properties, and overall, you’re a very responsive host. For this we’re very happy to have you on out platform. About our commission, owners like yourself pay a 3% (excl. VAT) fee per booking. This fee is calculated based on your total rent, including any required and optional fees that you've specified for your property. This commission is not higher than AirBnB for example, however, we understand that you still feel it’s too high, and we are sorry about this. About blocked messages to your guests, we understand the inconvenience this may cause. In the interests of security, and to allow us to offer Payment Protection to travellers, contact details cannot be exchanged until a booking has been paid in full, as you said. If you have any important information you wish to share with your guest while just the deposit is paid, and for some reason this channel isn’t allowing you to do so, please contact us. We may be able to deliver such information to your guests, when possible. We have call centers in multiple countries, one is in the UK, however, it may happen that you may speak to our India call center, as calls are being rerouted based on volume and time of the day the call is received. Owners can edit reservations only once, and if they have any issues, we are here to help. About invoices, if you have any questions, we are here 24/7 to help you. If you still need further assistance, please review our FAQ online, or simply call us, or please contact us via this link https://t.co/Ez39ygj58U, and we will be happy to assist you the best possible way. Many thanks – Oliver - Tripadvisor Rentals Support
Cappa House self catering accommodation
Fran was a lovely host. Showed us house on arrival and gave us plenty of info. on the area. Three bedrooms were doubles with en-suites also full bathroom. Great Wifi. Everything we needed was provided in the house. My friends were all delighted with the house. Village about 20 minutes from house if walking a few minutes by car. Views from house were spectacular.
6 April 2023
Unprompted review
Booked an appartment in los Christianos…
Booked an appartment in los Christianos from 6th December 2023 until 17th December 20246 weeks at paloma beach for which we paid 2200 euro deposit . At beginning of January 2023 at the end of February I was diagnosed with terminal cancer I got in touch with the owner who said he would give me a full refund but when I rang to cancel with holiday lettings the said they would charge me 609 euros cancellation fee I explained that there was no way I could go as I couldn’t even get any holiday insurance but they showed no compassion and charged me the 609 euro I would advise anyone not to book with this company the are a rip off and have caused me so much upset at a time when I am at the worst possible position in my life
1 April 2023
Unprompted review
Reply from Holidaylettings
Hi Susan, thanks for contacting us! I'm really sorry about your experience and the situation you are going through. While we recommend having travel insurance to cover any unprecedented circumstances, please if you contact us here https://help.holidaylettings.co.uk/contact_form, we'll look into your booking and see how we can help.
Many Thanks, Ruben - Tripadvisor rentals support
Booked and fully paid for an apartment…
Booked and fully paid for an apartment in Barcelona. Phoned the owner's number as getting no response to email queries, only to find the apartment was booked to someone else. My payment had not been passed to the apartment, nor had any of our details, so now left with no accommodation a week before we travel, with limited availability and much higher costs. Despite false claims that the owner cancelled this booking the fault lies with Holiday Lettings as they never passed the deposit or balance I paid to the owner, neither did they book with them on our behalf. Pretty shabby not accepting responsibility for failures: Alternatives offered, 2 of which are not even in Barcelona. DO NOT USE!!!
11 April 2023
Unprompted review
Reply from Holidaylettings
Hi Susan and thanks for your review! We're sorry to hear that your booking was canceled by the owner. We understand this is upsetting especially with your arrival so soon. This is why we have our Payment Protection Policy for reservations to guarantee travelers 100% refund in case of owner cancelations, denied access or misrepresentation. The policy only covers up to the amount of your original booking and no other additional expenses since we rely on travelers to purchase travel insurance to cover anything not in the policy and the booking contracts are between the owners and the traveler not Tripadvisor. Despite the booking being made on our website, we do not manage, own, or operate the properties on our website and owner's are responsible to make sure before accepting booking requests or sending quotes that there availability and rates are up to date to avoid negative booking experiences like yours. We do everything we can to avoid owners from canceling bookings including account suspensions and closures if they do repeated cancelations, lower visibility on the search list and lose chances of earning the Tripadvisor Excellence Award. Our team will do everything we can to look for similar alternatives in our inventory around the same price, but may provide properties in other areas or pricing if none are showing in our limited inventory similar characteristics of your last booking. If we cannot find anything in our inventory we will offer to transfer you to our hotels team to search for hotels and suggest checking other rental companies that may have more inventory. We have checked your booking and are pleased to confirm that a full refund was processed to the payment method on file. Depending on your card it can take 10 days or less for the funds to appear in your account. If you have any other questions please do not hesitate to contact us at +442037015369. Thank you again for your feedback! Sylvia - Tripadvisor Rentals Support
Just a lovely farmhouse cottage in a…
Just a lovely farmhouse cottage in a wonderful location ideally situated if you like mountain biking or hiking or just being present in beautiful countryside.
The cottage was exceptionally clean and tidy and well equipped and we were provided with access to lockable bike store for our 3 e-bikes.
6 April 2023
Unprompted review
Condo was just as described
Condo was just as described. Very clean, great location. Helena was very helpful as well as the the gentleman that work the desk during the day. The one at night was always sleeping when we went through. Could have used some help, with the doors leaving at 5:00 am. One thing you need to know. You can not pull up to the door and unload your car, like we were told. We parked in the parking ramp and had to carry everything 3 blocks. Not that easy to do on Ocean Drive at 3:00 pm
26 March 2023
Unprompted review
Deposit taken - no booking
This isn’t really a review of the site more of the owner. Have found the Holiday Lettings site very easy to use and transparent. We booked through the site and the owner accepted the booking. Within two minutes we received correspondence to say that accepting it had been a mistake and the accommodation was not available. However payment was taken. The owner did not cancel the booking on the site. Thankfully I have cancelled this myself as it was within 24 hours. I now have to wait for the refunded money to reach my account. This should have been rejected from the owner or cancelled by the owner if it was a genuine mistake. I am left out of pocket until the refund comes through for a booking that was never available. The owner did not respond to any of my correspondence after this error which makes me question if it was a genuine mistake. I was notified by text message that the booking at been accepted. The message about the error was by email. Thankfully I checked this as could easily have ended up not knowing until more than 24 hours later. Extremely disappointed.
**update holiday lettings have processed the refund***
2 April 2023
Unprompted review
Reply from Holidaylettings
Hi Guest, thanks for contacting us. We're happy to hear that you've enjoyed the user experience on our website and you received the refund. We offer a cooling-off period and payment protection as peace of mind. We're sorry for the inconvenience about your booking,we do our best to offer assistance and transparency on our platform but It's the owner's responsibility to update the calendar and rates. Please, If you need any further help contact us using the following link https://help.holidaylettings.co.uk/contact_form
Many thanks, Ruben - Tripadvisor rentals
Do Not book with this company.
I am a holiday rental owner and my property is being advertised on this site without my consent; at the wrong price and with the wrong photos. I have as yet not found a phone number or contact details to be able to speak to them so have resorted to putting my concerns on here.
Please do NOT book with this company.
24 March 2023
Unprompted review
Reply from Holidaylettings
Hello and thanks for your review. We're sorry to hear that you have an issue with a listing advertised on our website without your permission and understand this is concerning. Our contact details are found on our website in the help center under "contact us." We can be reached by phone at +442037015369, or we can be emailed by filling out the contact form (https://rentalsupport.tripadvisor.com/contact_form?l=en_US). In order to investigate your concerns please call us or fill out the email form with the listing details including the property identification number found after the title on the listing page or the listing link. Many thanks! Sylvia - Tripadvisor Rentals Support
The dealings with Holiday Lettings were good but beware of how you pay.…
The dealings with Holiday Lettings were very easy, the whole process took minutes and stopped a lot of stress. The only problem I had was in paying, my credit card was rejected even after my Bank had confirmed it was me. I ended up having to use PAYPAL and the price I had to pay raised by over £100, due to them using a $ to £ conversion, I had agreed a price in £. Be aware when booking to make sure you agree the price.
9 March 2023
Unprompted review
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