Large Holiday Houses Bewertungen 

Having had 2 other holidays cancelled last minute due to Covid we were fortunate enough to get a last minute booking at Strath Brora View in the Northern Highlands.

The quality of the accommodation was first rate and we had a smooth booking and communication process with both LHH and the owner.

Would consider booking through LHH again when travel returns to ‘normal’.

I'm another very disappointed customer; I would give this company zero stars if I could. I had booked a lovely property where we had previously stayed and it was cancelled because of COVID-19. I had paid the full balance for this holiday so a lot of money was involved. When LHH cancelled my booking they stated that there would be no refund and I wasn't, at any point, offered any re-scheduling of the holiday. In spite of many communications, this company has refused to make any refund and completely ignored my last email! I certainly will not be using this company again and I would advise others not to as well; there are plenty of alternatives. Luckily I had insurance so recovered most of my money but that is not the point. I have reported LHH to the CMA.

In response to LHH; I will resend the email that I sent to you on 14 July.

We had a fantastic stay at Ceann an Loch in Balallan. The house was comfortable and spacious, the kitchen was remarkably well-equipped for cooking and the fenced in garden was perfect for dogs. The view from the cottage is spectacular and we enjoyed walks from the front door as well as the chance to explore other parts of the the Isles of Lewis and Harris. The location of the property was convenient for Stornoway and many other attractions. We were well supported by LLH and the owners of the property. It was a shame that due to COVID-19 the restaurants and museums were closed and we were unable to appreciate the comments and suggestions from previous visitors to the house as the visitor book had to be put away to minimise risk (could previous visitors' comments/recommendations be made available online for those who are staying at the property?). We will certainly return to spend more time in the Outer Hebrides and highly recommend this cottage.

I am another very very disappointed customer with LHH, used this company numerous times and recommended them to friends. We have been successful in being refunded through our credit card, but LHH are scumbags. They should be named and shamed. How dare they take peoples money and keep it.

UNSCRUPULOUS
I will keep my grievance brief as everything I would like to say regarding LHH and their questionable practices has already been said.
Like many others, through no fault of our own, we were unable to take up our booking of a cottage on Lewis due to Covid-19 restrictions.
LHH refused, and continue to refuse to refund our deposit, maintaining that we must seek this through our travel insurance which, so far, has proved to be unsuccessful.
I will never use this unscrupulous and morally bankrupt company again and would advise anybody thinking of doing so to think again.

As with the many negative comments made regarding LHH on this site, my experience echoes almost all of those. Andy H. puts it quite well. LHH simply found it somehow moral to take customer's monies, guided by their own rules, and then simply twisted the rules to satisfy their own ends. When confronted with the fact that COVID19 had prevented travel and that the guidelines put forth by LHH had now become moot, since re-letting a property had become impossible (from April-June), they simply chose to ignore any pleas for common decency and honesty, instead, opted to keep over 500 GBP of our deposit, even when it was pointed out to them that the owner himself had withdrawn the property from availability for the week we had contracted. (Documentation is available if requested.) "Caveat Emptor" could not be recommended more highly. If you have any other option in choosing a self catering firm in Scotland I highly recommend doing so. Choosing LHH will bring you nothing but woe.

Like many other people we are out of pocket because of this company's refusal to refund customers affected by the Covid-19 outbreak. LHH cancelled our booking - we didn't, and have since refused to entertain the idea of refunding our full payment, instead referring us to our travel insurance company. Our insurance company explained the CMA ruling and suggested that I take it up with LHH again. I did, but received no reply except a copy of their solicitor's letter claiming that LHH is not liable. No offer of a refund, no alternative booking, no apology. Nothing. Every other booking that we had cancelled because of Covid has been refunded in full with no quibble. What makes LHH so special?

Having read through the reviews,I’m utterly flabbergasted at the self righteousness attitude of LHHScotland. The big question that remains unanswered by LHH is

What have you (LHHScotland) done with the money you took from me and others in a similar position?

Acting honestly and fairly towards customers should always be paramount.
Not so with LHH Scotland as has been clearly demonstrated here.

The COVID19 non refund reviews are fully justified and have brought into question many aspects of their modus operandi.

The 1 star numerous reviews below mirror our experience with LHH also. The 5 star reviews pre covid are I'm sure genuine, as the properties LHH advertise in their glossy brochure are really beautiful ( hence our booking for our 30th wedding anniversary). Covid though paints an entirely differently picture of this company. We booked and paid for a weeks holiday on Isle of Harrs in May and due to the pandemic and Government restrictions we were unable to go. LHH offered a mirror week next year but unfortunately family and work commitments meant we were unable to accept and requested a refund. Our reply from LHH was as they have replied to others it seems on this thread to claim our Travel Insurance. (£1200). I concur with those 1 star reviews posted about LHH, they have been dreadful to deal with, and like others we have reported to the CMA. I am more than disappointed that a Scottish Company has let us and others down so badly and would never recommend them.
In reply to LHH comment below, I do not think it is for our Insurance company to honour our claim, it should be you LHH who do the right and honourable thing by your clients and refund the money they sent in to your company in good faith.

In the midst of a global pandemic I have found LHH's response to our third booking with the company has been focused on maximising their revenue at the expense of customers, many, like ourselves, being repeat customers. Through no fault of our own LHH and the cottage owner were unable to fulfil their offer of accommodation. LHH's response was to absolve themselves of any responsibility.
Their offer of a deferral to the following year would have been accepted by us if it were not coupled with the requirement to pay the outstanding balance in full a year plus in advance. LHH's attitude to us up to this point had been very much a take it or leave it approach.
Being rental property owners ourselves we offered all of our booked customers full refunds - no questions asked. We did not and do not believe that any of our customers should suffer financially as a result of something outwith their control.
We will not be booking any future holiday accommodation with LHH who have shown themsleves to be totally lacking in any form of customer focus or empathy. It may be that the accommodation owners who have signed up with LHH have been aligned with their approach to handling this issue - if so then they should be prepared to be called out for their short sighted profiteering.
LHH's response below does confirm that after much hassle on our part we did receive our deposit minus our deductible from our insurance company - LHH (and/or its accommodation owners) profited to the tune of circa £300 for delivering nothing except for the curt emails and zero customer support. Needless to say there are many more individuals and families who have sufferred financial losses much greater than our own.

Unscrupulous company
We booked and paid in full for a large property, Poyntzfield House, for my husband’s 50th, we could not travel as we had to follow government guidelines during COVID 19, LHH Scotland refused to give us our money back. They even ran a competition on their Facebook page giving a weekend away in the same house to key workers but they are quite happy to keep their existing customers’ money, there were 4 key workers in our group whose money they are still keeping. Disgraceful behaviour. The owner is a high profile writer who writes about Scottish history. We wonder if she realises the extent of LHH Scotland damage for Scottish tourism and in particular for her professionsl credibility. LHH needs to pay us our money back.

Have been treated shockingly by this company! We booked a holiday which incorporated our wedding with Lhh and can honestly say it was a shambles from the very start. Staff were unhelpful with the booking from the very outset, despite the additional income from having the wedding there as well as the holiday let. Company cancelled due to COVID-19 and then refused to reschedule if we did not pay the balance in full and sign up to new terms and conditions which would mean losing the entire cost if they cancelled our holiday for a second time. Completely unreasonable to expect payment for a holiday 64 weeks in advance. The company believes it is above the CMA ruling which entitles all customers to a refund, credit note or reschedule of the holiday. An embarrassment to the Scottish tourism industry! Does not deserve the 1 star review but unable to post a review without giving the minimum score possible!
With reference to the Lhh response, the 12 weeks prior to entry payment terms only raised its head after three months of emails with the company and only when the owner of the property got involved and forced Lhh's hand to offer such terms. They also still expect acceptance of the updated terms and conditions which are unworkable. This is a perfect example of the type of response we have received over the last few months. Unhelpful, defensive and never the full story!

My wife and I have used LHH whilst visiting Lewis for the past 7 years.
We have had to cancel two visits due Covid and LHH have dealt with them as agreed beforehand and entirely to our satisfaction.
A very professional outfit which, when faced with previous upsets and also Covid, have responded adaptably and thoughtfully to our problems.

Efficient web site and excellent communication throughout the process. Particularly good experience during the COVID pandemic where they very sensibly waited until the last possible moment before making decisions that affected our holiday.

Abhorrent Company !!!
We booked a large holiday home with LHH. Due to the Covid pandemic LHH cancelled our booking.
No credit note, and no reschedule without agreeing to new and completely unfair terms and conditions. NO REFUND of our £990.00 stating our deposit was non refundable. This company is bordering on the criminal - avoid like the plague.

No LHH, the reason you can't respond to my review is because it's an accurate representation of events and I have all documents and emails to back it up.

Having used LHH last year to book a cottage in North Uist and enjoying a trouble free holiday, we booked the same cottage again this year for two weeks around Easter.

We were unable to have our holiday because of Covid-19, we contacted them and they said that they could not let us use the property and right from the word go their stance was that they would not refund us and we should take it up with our insurance, referring us to their terms and conditions which do reference cancellation insurance. However, we hadn't cancelled the holiday and LHH would not cancel either but would only offer the chance to re-book for the next year, at the time they were quoting some time after August 2021.

I don't understand why anyone would think it ok to keep my hard earned money for 18 months. I am not investing in this company, I am paying them for a service they could not provide, and should have been refunded in full without argument.

The company continually removed the cottage owners from my emails even though the contract for the holiday is between myself and the cottage owner, not LHH.

I found them completely unhelpful, rude and arrogant from the start. I understand that they were under a lot of pressure at the time, but lets remember, I am the paying customer and this is a service industry. You live or die on your customer service.

Even when the government issued the CMA statement, they refused to change their position. Yet, rather offensively and in a baffling change of stance, we recently received marketing from them offering cottage rentals with the promise that should there be a second wave of Covid, they will refund in full. No thanks, once bitten and all that.

I will say that they eventually offered to speak to the owner to see if they would agree to a 50% refund but that was too little too late, and they never did do that.

I would strongly recommend that you book elsewhere. There are lots of companies out there that put the customer first, even when things go bad.

Before you book anything, go online and search social media (LHH took their own social media down because of the amount of complaints) and other review sites, there are a lot of disgruntled ex LHH customers out there, they cant all be wrong.

Reply to LHH comment - No, you have the wrong person. I am not Mrs M Craig. I have not discussed insurance with you and certainly haven't changed my story about insurance. Therefore your comments are incorrect, please remove them from my post so that I can remove this reply.

I too have been affected by LHH Scotland’s decision not to offer refunds to customers who booked and paid in full for holiday accommodation booked through them, but were unable to take up their accommodation due to COVID19 travel restrictions. I was initially informed in an email headed, cancellation of your LHH booking, that in light of the Governments latest instruction, my booking could no longer proceed.

I have emailed LHH on numerous occasions requesting a refund for a service they were no longer able to provide. It is my understanding that the lockdown legislation had the effect of ‘frustrating’ the booking contract and as such if guests do not want to transfer their booking then they are entitled to a refund. Like many other LHH consumers, I have reported LHH to the Competition and Markets Authority, using the CMA’s online ‘Report a business behaving unfairly during the Coronavirus (COVID19) outbreak’ facility.

I find it very unfair that the property owner and LHH are not only refusing refunds but making additional profits out of their customer’s misfortune, as the property owner is no longer liable for expenditure costs associated with letting out their property and it is possible that both LHH and the property owner will have been provided with some Government financial assistance in various forms.

I was hugely disappointed not to be able to take up my LHH booking due to the COVID19 restrictions. This year was a special year for our family, and to mark the occasion we had plans to tour the Scottish Highlands and also visit the Channel Islands. I had accommodation and car ferry bookings with multiple Companies. With the exception of LHH Scotland, all of these Companies refunded the monies that I had paid them for the bookings that could no longer go ahead due to COVID19 travel restrictions. I am very appreciative of all those Companies that made the decision to do the right thing and it is those Companies who will be getting my business in the future. I am extremely disappointed with LHH - the only Company that has refused to treat their customers with respect and offer a full refund for the service they could no longer provide. It is how Businesses treat their customers in the bad times rather than the good times, that people will remember.

CMA have contacted me to advise they have sent the information to Highland Council Trading Standards so this must mean they believe LHH have a case to answer in respect of retaining my deposit. Hopefully others who have reported to CMA have same result and a class action will follow. Like others have stated the excellent reviews for the properties should not appear as a review for LHH. Be aware this is a totally unethical company who have no concept of customer service and simply wish to retain any monies paid even when they are unable to provide the service. I have recently used Sykes Cottages and would give them 5 stars rather than the minus 5 I would wish to give LHH if it was possible

Avoid this company, they have withheld a lot of money from people unable to travel to their holiday lets due to Corona virus regulations. They are unhelpful and threatening to anyone who tries to reclaim their payments. They have also had a sudden flood of 5 star reviews. At least one of them came from an employee, enough said.

I am absolutely stunned at these negative reviews. Myself and my family have used LHH for years. Without question we have received great service, personal, friendly, informative, the list goes on.

Yes we too were in the situation where we had a holiday booked and we lost our money, but come on that is what holiday insurance is for! Yes it has taken me a long time to get the money back from our insurance company but understandably they are dealing with an unprecedented amount of claims right now.

I appreciate many people are furious, out of pocket and want someone to have a pop at, but this is not LHH's fault. They didn't cause a global pandemic. And look at it this way, they are really just a go between the holiday cottage and me as a customer. I'm pretty sure that all the different cottage owners will have varying responses to the situation, the one we had booked, had stated that they just didn't want to accept guests at all this year, so we couldn't rebook at a later date. This is not LHH's fault and so I'm not shouting at the girls in the office because of this.

I am actually appauled at some of the language and the nastiness I am seeing on these reviews. You all need to take a long hard look at yourselves. From a business point of view (and yes I am a business man) if they gave absolutely everyone their money back, or said to everyone that's ok we'll rebook you into the same dates next year - how is that even possible? There would be no company left, they would have lost a whole summer of revenue and then would lose next summers revenue as well, it's just not logical.

As my wife said to me the other day, if you drove your car without insurance you would be in the wrong wouldn't you. Why is booking an expensive holiday any different? Granted the insurance companies are dragging their heels and finding ways out of paying up, but that's the nature of insurance isn't it?

All you keyboard warriors out there think about the damage you are doing to a relatively small business here and shame on you all!

We will be going back to LHH as soon as we can, family logistics of getting us all together is something we need to deal with before rebooking, but rebooking we will be and hopefully for many years to come as long as LHH doesn't fold due to some people who expect the world to owe them something.

I just hope that people who value LHH and the staff in the office take the time to write reviews as well, sadly it's the ones who have wound themselves up into a ball of anger that tend to be first to go online and rant at people without thinking of the consequences. These are real people you are hurling abuse at here, with families just like you and me, I don't know them personally but I do know a few in the office have young children and I can only imagine lock down home schooling children and reading the awful things online about them will have had a damaging effect.