Canopy & Stars Avis 

My partner and I have booked through Canopy & Stars on four different occasions over the past three years and each time we've had a brilliant stay! We've stayed in a variety of locations: once in Scotland, once in Cornwall and twice in Herefordshire, with the most recent being in July this year.

Booking has always been easy, information shared ahead of time and all the accommodation has been great. We love the options available, and how each stay is unique. We'll definitely be booking again!

Stayed at Honeydown,
Place: Dormouse, Honeydown
Owner: John and Sarah Morris
Check-in: 28/07/2023
Check-out: 30/07/2023

Unfortunately, I was left very disappointed. The pods themselves were adorable visually and appeared to be snug, but the reality was that they were very damp and cold, with big gaps in the structure, requiring the fire on all the time to be comfortable.

The structure of the pod was made from thin plywood in a dome-like shape which meant that when it rained, even just a little, the noise was overwhelming. It was not a pleasant experience and made sleep very difficult; not ideal for a relaxing forest retreat.

My real complaint is that on the second night (29th July), there was a festival in the field opposite us with extremely loud music until the early hours of the morning (past 1 am). I had to phone 101 to complain, and we texted the owner to ask if there was alternative accommodation as it was unbearable. We did not get a moment’s sleep. All in all, it was a very disappointing experience. I am looking to arrange a refund for the second night as that was unacceptable.

Regretfully, I requested a refund for the second night's stay. It truly was awful to be stuck in a field with really loud music playing nearby in a wooden dome that, if anything, amplified the noise until very early in the morning. We booked for a peaceful experience. we received the exact opposite.

The request was denied.

it's unacceptable to sell an experience based on a peaceful, idyllic experience and to have to be subjected to that. the owner heard the music when we arrived ( as they set up and tested it). He assured us it was a "brass band". It clearly was not a brass band, and it makes me wonder that he knew what it was and lied to our faces on the first night. it is extremely dishonest and very worrying

We had a wonderful stay at The Corner House in Herefordshire. The most beautiful views from the house whilst soaking in the wood fired hot tub. We will most definitely be using Canopy and Stars again as we love the look of the places available to stay through their site and have had a great experience with them so far!

Extremely insensitive trying to cancel / rebook a holiday due to an extreme medical emergency. Insensitive communications and terrible options provided, all of which would cost more money.

Always high quality holiday lets with an off-grid twist, really good for finding unique staycations!

Complete lie, the photos allude that there is privacy offered by tree coverage and a wide space when in reality the hut is basically built on the road with wide windows showing you off to passers by, unsure how anyone would feel comfortable taking an outdoor shower or enjoying the hot tub here…. And the customer service is an absolute disgrace wouldn’t assist at all. £555 wasted on this property…. And I cancelled!

Please avoid Ffyone Bach, it is not the tranquil dream the website alludes to

Following the below feedback, I am yet to be shown any images that disprove the condition and location of the hut, they use”there’s a road that runs along the edge of the site” to get away with it, but I would consider the ‘site’ the field it’s located in, especially when the photos on the advert completely hide the road and appear the ‘site’ to be surrounded by reams of trees… the most disgusting company I’ve had the displeasure to deal with, it speaks volumes when 63% of the ratings are 1star

We were given a large amount of money before covid in canopy and stars vouchers for our 40th birthdays. We had a property booked but we’re not allowed to travel due to covid restrictions. Canopy and stars send one email letting us know we should re book. In the body of this email was somewhere it said ‘rebook with one week!’ I didn’t contact them as everytime I went on there were very few options when I could go, and continuing uncertainty meant I wanted to wait. When I finally contacted them they said I had used my vouchers on my booking. I explained no one could travel then but they said as I had not contacted them they had held the booking and my vouchers had been spend on that trip…even though it would have been illegal to go! They totally shut me down on my requests and just blamed me for leaving it so long. A horrible and upsetting experience. I need to report it formally to ensure other people’s money is not just taken in this way.

The way canopy and stars works and their inconsistent standards for the properties they manage is slightly confusing. Looking at the pictures on their website, it would be easy to assume that their standards for choosing properties would result in a positive experience every time. Wrong!! One railway carriage I visited was dark, cold, no lock on the door. Swarms of flies were a constant addition to the break. Upon investigating the toilet area, it became obvious the source of the problem. The “toilet” emptied into a green wheely bin dustbin with no lid on. It was foul, and this was right next to a sink and shower in a dilapidated wooden structure.

We got given money towards this for a wedding present and I was really excited. Covid hit so everything was cancelled, but I had a limited time to use it. Then Storm Arwen hit on the weekend we were supposed to go so had to cancel and lost 25% deposit of what was a present to us. It is extremely expensive with no flexibility at all. We got given some of the money back as bank transfer and some of it in vouchers (I severely regret not just getting all the money back, but it was a present so I really wanted to use it) and I was nervous to rebook because I didn't want to lose anymore money on bookings that might need changed due to unforeseen circumstances and now the voucher has run out so I lost all the money. If there was more flexibility in bookings then I would have probably felt more comfortable using it. Really sad as it could be so amazing and a lot of the properties look great.

DO NOT BOOK WITH THIS COMPANY!
My partner booked without reading the cancellation policy. His mistake. If you cancel or request to change dates WITHIN 10 WEEKS they only offer to try to re sell the dates. Minus a £50 admin fee. Otherwise, you'll lose the full amount of your stay. Bearing in mind they take full payment before the 10 weeks also. Life happens. Sometimes plans have to be changed and they do nothing towards customer service.
Having worked in hospitality all of my career I have never heard of such a ridiculous policy. AVOID AT ALL COSTS!

We stayed at Fallow Treehouse. Whilst it was overall good (comfy bed, good bedding, huge outdoor bath on balcony) we would not return. The four treehouses (currently) on site are not private at all. The access track was directly in front of our 2 large bedroom windows and balcony, and the bath balcony had curtains around it so you weren't seen by 2 of the other treehouses - completely spoiling the idea of bathing under the stars that we had so been looking forward to.
Our treehouse had a number of cleanliness and inventory issues when we arrived which was unacceptable particularly during these Covid times. These issues were partially dealt with quite quickly and professionally by the owners.
TBH, I'm not surprised that there were some issues as there are only 2 cleaners to service all 4 treehouses on each changeover day (11am till 3pm) which is only just one hour per treehouse (2 of the treehouses allow dogs). Things are bound to be missed, but at the prices charged, everything should be perfect.
As requested by C&S following our stay, I did write a review, but noticed that it had not been uploaded to their website. When I asked why, this was their response
"We do not publish 100% of the feedback we receive on the website. We are not an impartial listings site, like tripadvisor or booking.com and as such, we don’t rely on guest comments to help people decide where to go."
So, in conclusion, CAVEAT EMPTOR - aka BUYER BEWARE! C&S will never publish anything remotely negative about a property so you may want to book with companies that are completely transparent.

Nice properties, however terrible website and customer experience. I was kindly gifted vouchers for C&S. The website doesnt accept them - customer service are unable to apply them. The way they manage this is to take payment and credit is back - unacceptable process and totally defeats the point of a voucher.

I wont be using them again

Search function doesn't work properly. When you select a date it stills shows properties that don't have a availability, wasted a bunch of time shortlisting places we liked the look of to find none were available. Will just use Airbnb or booking.com

I booked to stay at Squirrel’s Nest Treehouse through this site,great experience booking easy site to use. We have just come back from our stay and WOW, what an experience. Please don't take into account the bad reviews, try for yourself you won't be disappointed. Yes it's not big but it's a treehouse and shows you on the website the pictures. It's all about the experience, and people want the experience but don't want to pay for it. Watching the squirrels running along the branches of the trees whilst lying in bed is Amazing. The BBQ was a fantastic experience. I would recommend it to anyone.

After spending £670 on 3 nights, which was payable 100% upfront with no refunds under any circumstances, I was looking forward to a magical stay in the Squirrel’s Nest Treehouse (Forest of Dean) and “getting away from it all” for my boyfriend’s birthday. The comms with the owner was great, and all seemed well at first.
When we arrived, we were shown to the treehouse which is set in the back garden of the owner’s house, with no access to the forest without getting in the car.
The Treehouse, while I was not expecting a 5-star hotel, was little more than a glorified shed.
It was absolutely tiny, so once you had a bag or two on the floor, you were tripping over constantly. There was nowhere to put clothes or anything for that matter, so you had no choice but to live out of a bag for the duration of the stay.
It was September, so the weather was wet, which made the whole experience miserable, with wet muddy footprints constantly strewn across the tiny bit of floorspace we had.
There was nowhere to prepare food at all, with zero workspace, meaning that prepping pizzas etc for the pizza oven was nigh-on impossible.
Not that we wanted to spend the time watching TV, but it was the weekend of the Queen’s death, so I flicked on BBC to find the Sky TV didn’t work at all. And the shower was absolutely rubbish, either boiling or freezing, and no pressure whatsoever.
Sadly, on day 2, my boyfriend, whose birthday it was, fell ill, and we had to go home. For 2 weeks, I have been politely messaging back and forth with the owner. He told me even a partial refund was out of the question, and I asked whether we could return to use our dates another time. He told me his hands were tied by Canopy and Stars, and no such arrangements could be made.
I was advised this accommodation is booked up almost every night of the year, meaning it makes well in excess of £70k a year, yet a small refund is out of the question, not even £100. That, to me, is just greedy and unkind.
After what was meant to be a magical birthday experience - which, in the current climate, was a real “splash out” moment for me, I have now returned home out of pocket by almost £1000, and without any nice memories at all.
Utterly disappointing, and I would not recommend to anyone. Get a nice hotel for the same price, or just go camping if you want to be outdoors! Or pick another treehouse (this, by the way, didn’t even seem to be in a tree / it was more of an outdoor lodge?)

We spent two nights in a beautiful horse box called Teddy, in the peaceful countryside in Somerset. The hosts were really good, communicated well with us giving us perfect directions and helping us with the TV. The horse box was really comfortable and had all the essentials in the kitchen to make our stay just perfect. The peacefulness of the countryside was so welcome. Thank you Billie and Liam for a great couple of days in Teddy.

My partner booked a treehouse experience for my birthday and although the property was cute the £670 for 3 nights was not justifiable for the size. I fell ill after staying for 1 night and we decided to going home to rest there would be better. The owner was understanding but told us we would need to go through canopy and stars for a refund. Surprise surprise canopy and stars would not give anything back and we should have listened to all the other reviews on here. Avoid this company, they are massively overpriced and have zero understanding with extenuating circumstances. We are now £670 out of pocket and beyond gutted, thanks for nothing canopy and stars. DO NOT USE THIS COMPANY!!

Myself and my husband booked 2 nights in West Sussex at Beneath Branches. It was a last minute booking. In meantime my husband has been diagnosed with severe ankle tendinopathy which got to that stage where he struggled to walk. At that point we decided is better to cancel our booking because he just couldn’t enjoy our stay (he struggles to drive). We contacted the owner directly and explained our situation, she was extremely understanding and she had no issues against cancelling our stay. As per procedure requirements we contacted canopy, again explained our situation we are facing and asked for a gesture as an exemption to be able cancel our stay and ask for refund, they declined! We are very disappointed! Definitely not booking again with canopy and I would advise to stay away from them!

Do not book with this company - Terrible experience and support from
Canopy and Stars. We stayed in the BIG BOX in Wiltshire (BRANDIERS FARM), to celebrate our 3 year olds birthday. The place had a rat infestation and damp in the bedroom. We left the place after a few hours due to the damp causing an asthma attack for my wife and the rats basically staying outside the property permanently, with mainly doors (where the rats were located) and limited window we could no allow air in the property, even the windows had rat droppings and had not been cleaned. The owner of the big box acknowledged all of this, however refused any form of refund, nor did he take any responsibility for rat infestation, poor hygiene and damp, this was all acceptable in his eyes. Canopy and stars was basically useless at helping us, offering only a 25% good will gesture, so basically we have lost 75% of what we paid… what a waste of our money and more importantly our precious time with my wife and son. What a way to ruin our 3 year old son’s birthday.

Received poor customer service from both company and owner after having to make a sudden cancellation two days after booking. It took several attempts for the owner to return contact. The accommodation was disappointing, with broken awning, warm fridge, non potable water in the caravan itself and two very intense liquid plug in air fresheners - for some reason.

Despite a 20% good will gesture I would not book through this company again. They do not provide any level of customer service or empathy and hide behind small print.