Travel Chapter Avis 

We moved to Travel Chapter after three years of working with others in the market, and the difference was immediate. From day one, we were assigned a dedicated liaison, Rupert Spiers, whose support has been exceptional. Rupert has been consistently available, proactive, and genuinely invested in helping us succeed.

He arranged high‑quality photography — including impressive drone footage — and has guided us through reviews, standards, and best practices with a level of care that feels both personal and highly professional. His attention to detail and willingness to go the extra mile have made the entire experience seamless.

We would highly recommend the outstanding service provided by Rupert through Travel Chapter. It has been a refreshing and rewarding partnership, and we feel confident knowing our property is in such capable hands.

Travel Chapter Ltd operates the Holiday Cottages website listings business.

When you book a property, there is a basic nonrefundable price and a more expensive “Fully Refundable” price - which is pretty standard with holiday listing sights.

What is different here is that when you cancel (as I did 5 minutes later), the “Fully Refundable” option turns out not to be fully refundable.

They keep the difference in price between the two options - only refunding you the price applicable to the nonrefundable option.

They treat the extra paid as a fee for the purchase of insurance in case you cancel (even though they are not authorised to see insurance). They say it is not payment for the accommodation but some separate non refundable payment.

But this is not made clear when you book. (And if they reply and say it is, I have the screen shots and IT IS NOT).

So if you book with them, just remember that Fully Refundable MEANS partially refundable. Not fully refundable.

We had our property with Travel Chapter for several years, but occupancy was never at a profitable level, especially given the high fees, and eventually we moved to another platform. Occupancy is now much higher and fees significantly lower! They also had the temerity to charge us £600 to leave.

Tracy is always very informative, shares useful data with us, and listens to any issues we want to discuss further. We appreciate the time she invests is us and our property.

I booked a cottage on Thursday that this company manages through Airbnb with a 24 hour cancellation. I called the next day to cancel and was told no because I was a few hours past the 24 hour window, despite the request being the next day and the travel dates being months away.

Throughout my correspondence, I was repeatedly told that the company and owner were "not able" to refund because the booking had been made through Airbnb, and that I would have to deal with Airbnb directly.

However, Airbnb's own published guidance states that refunds outside the standard cancellation policy are at the host's discretion and that hosts can approve refunds for any reason. Airbnb Support also confirmed directly to me that they had no objection to a full refund and advised me to send a message explaining that, if the host approved the refund, Airbnb would process it without any penalty or cost.

Despite providing this information, I continued to receive the same response—that nothing could be done because of Airbnb's terms—without any acknowledgement of the evidence I had supplied.

I also tried to find a reasonable compromise. I offered to move the booking to different dates, leave funds on account, or consider other alternatives that would avoid a complete loss. Every suggestion was rejected, and the company chose to retain the full £1,000 payment despite my cancellation request being made the day after booking.

What I found most frustrating was the refusal to engage with the information I had provided. Even after sharing Airbnb's published guidance and the advice given by Airbnb Support, The Travel Chapter/Holidaycottages.co.uk continued to repeat the same explanation rather than addressing why it differed from Airbnb's own position. This made it impossible to have a constructive or transparent discussion.

I consider this to be a form of professional gaslighting. I repeatedly presented objective evidence demonstrating that the explanation I was being given was inconsistent with both Airbnb's published guidance and the information provided directly by Airbnb Support. Rather than addressing that evidence or correcting the position, the same explanation continued to be asserted as though the evidence had never been presented. This prevented any constructive dialogue and made it impossible to resolve the matter through honest and transparent communication.

I cannot recommend this company and wonder if they are financially sound if this is how they operate.

TRACY is very approachable

As an owner I use TC managed services for guests emergencies.
I rarely have to contact them but recently it was necessary.
Three times I tried to get my message through and two weeks on I have still had no response.
I pay for a service and I am always left to deal with the problem myself.
Very frustrating and a waste of money.

Absolutely heartless customer service. My mum booked a cottage for herself and her partner of 30 years, to celebrate her 80th birthday. It was The Sea Garden in Bigbury - they had been there before and loved it. My mum's partner passed away completely unexpectedly 36 days before they were due to book in. Not only is mum in shock and broken hearted, but she's panicking about how to manage on a single income. Despite notifying Holiday Cottages within 48 hours of her partner's death that she needed to cancel the booking, and the reason why, they have refused to refund her more than 10%.
If these people rebook the cottage 90% of mum's money will be pure profit for them. It staggers me that human beings can sit behind a computer making trite expressions of 'sympathy' and behave in this way towards a recently bereaved pensioner.

Easy to book and great communication all round. Couldn’t fault our stay at The Hayloft Dersingham. 3rd time here and always clean and feels like a second home. Great position to with link to all attractions. Would wholly recommend.

We had an ok onboarding experience but immediately after that communication evaporated. We're now on our 3rd property manager and we're hoping for things to improve.

Any issues that we have had in the past, it has been clear that they are very much on the customers side and there is no protection for owners at all.

This has significantly worsened since they have just introduced flexible and super flexible cancellation terms. That basically means a guest can cancel as late as a day before and the owner will not receive a single penny...and be left with an empty house.

The guests pay an additional fee for this but 100% of this goes to the agency. An insultingly poor policy that clearly shows an altogether absence of respect for the property owners.

Guests also don't have to provide any identification and we had a fraudulent guest stay with us. They trashed our house from top to bottom and all they could offer us was £300 to cover £1000+ worth of damage. There is no protection for property owners.

DO NOT LIST YOUR PROPERTY WITH THIS COMPANY

Me and my partner tried to book cottage for a weekend break for my upcoming 40th birthday. We checked all the details but when the booking came through it had the wrong dates. We emailed immediately to rectify it and they wanted to charge £75 "admin fee"! We work hard to save for this after a period of illness and couldn't afford this so tried to cancel and only received £45 of the £300 we paid. I'm heartbroken. We now can't afford to do anything to celebrate. Terrible customer service. I just can't believe someone would scam us like this.

Please DO NOT use this company.

Unfortunately, I cannot say our experience marketing our properties with Travel Chapter has been a positive one. The initial onboarding process was genuinely very good, but that standard gradually declined and was replaced by what felt like a clear lack of care, ownership, and accountability.

We invested considerable time and resources into working with this company. Shortly after the property went live, it became clear that we needed to pause the listing temporarily so we could revise certain details and make the booking experience clearer and more efficient for guests. We asked Travel Chapter to pause the listing, but instead they blocked all future dates from being bookable. Because we had a two way connection in place at the time, this also blocked availability across all other platforms, resulting in a significant loss of business.

Although we moved past that issue, the wider experience did not improve. Around a year later, we had a call to discuss poor performance, and it became clear that pricing had not been set accurately and needed to be reviewed. Following this conversation, our account manager seemed reluctant to offer any meaningful support, and the responsibility was left almost entirely to us. I then created a pricing structure that fit within their requirements and would have delivered sensible results for both parties. However, when I presented this, I was told to hold off and not take any further action.

Another important point is that they later suggested we move to a sole agency arrangement, despite knowing perfectly well that Airbnb generates substantially more business for us and is simply not comparable in performance. We were originally signed up on the basis of working with multiple agencies, so it is frustrating to now see that position used in a way that makes the outcome appear to be our decision, when that is not a fair reflection of the situation.

Shortly afterwards, I received a call from their regional manager, which turned out to be a call to remove us from the platform due to low performance. What was most disappointing was the refusal to properly explain why they were no longer willing to work towards a solution, despite the issues discussed and the efforts we had made to address them.

Overall, the experience started well but deteriorated significantly over time. Based on our experience, there was a clear lack of support, accountability, and willingness to resolve avoidable problems.

I’m afraid I am another dissatisfied owner - I rue the day I got involved with this company who lack communication skills, have no interest in supporting owners and apparently have ‘control of my property’ because I employed them to handle the changeovers and linen - I have completely lost confidence in them and am back to doing everything myself - the only way to make sure it’s done properly and guests aren’t let down last minute

I used Travel chapter as an agent to market my holiday let - i have to say their exposure and marketing was great however their management was absolutely terrible and ended up being very costly for me because there is a serious lack of communication or ability to get hold of anyone when you need - even though they promise it…….really poor customer relations / service

All the staff at travel Chapter have been tremendously helpful with organising our property thanks Tracy, Michelle, Andy, Kerrie, and the team

Our experience with Jaz Wills today was yet again superb . Jaz is both friendly and engaging and really supportive us as well as informative on the performance and always offers suggestions to improve .
A pleasure to spend time with . Thank you Jaz we’re glad you’re on your side to look after our business together .

We have owned three holiday cottages for nine years and have worked with Travel Chapter throughout this time. They are a very well-established holiday letting agency and we honestly couldn't be happier with the service they provide. They have consistently kept all three of our cottages busy with strong reliable bookings year after year.
The online portal is extremely easy to use and made managing our properties simple and stressfree.
Our property manager Carly Hookway has been absolutely fantastic always professional, friendly, and easy to get hold of whenever we have needed support or advice.
Overall we have been extremely happy with Travel Chapter and the excellent service they provided. We wouldn't hesitate to recommend them to other holiday cottage owners.

Tracy Marriott is very good indeed at her job. When asked, she responds promptly and effectively. We are grateful for all her help.
Ellen & Chris

Easy booking from start to finish. The house we stayed in was stunning. Welcome pack and plenty of towels, kitchen items etc to accommodate such a large group.
Would definitely use again for another booking

A fantastic stay with friends at a huge house in Newquay, 7 bed house , all the amenities close to the beach, exceptionally clean, decor and art work on point, fully equipped, games room, plush bedding and towels, couldn’t fault this break away, seamless transaction from booking to departing , we have since booked again.