Cumbrian Cottages Avis 

Stayed at baytree in keswick. The flat was booked with parking and WiFi. When we arrived at 5 the parking is only for a small car(not stated this when we booked) no WiFi (taken out after we booked) . . We also found that the pictures where taken in 2014 and have not been updated. The place was in very poor repair. With dangerous electrics in bedroom and kitchen. Mirrors falling off stands, windows not fitting and with it be on a main road opposite a very busy pub made for a very noise night 1am at the weekend. The place was not cleaned to a covid standard. We contacted the office to be told what do you want me to do. (from the young lady on the phone). We have been incontact with the complains department(very long story with emails and photos
) they offered us to go home with a full refund or they would give us some compensation. We stayed as its our only family holiday when we arrived home we where offered a £25 refund and a 100 voucher to be used with them (as I explained again to cumbrian cottages it our only holiday for the year)... I have put a review on about cumbrian cottages before but didn't name the property hoping they would be in contact over sorting out the problems for future customers

Cumbrian Cottages have a do not care attitude and the person that has been answering my emails has not even left his/her name and not even answered my last email which is not very professional. There attitude is I am not due a refund because I chose to leave the cottage after one night due to the smell lack of wardrobes and the cottage was basically a disgrace. I would not recommend this company or a stay at Begbie Cottage.

Absolutely appalling company, canceled the holiday that I have had booked since February as apparently the owner has sold the house and the new owner is not honoring bookings - they were quick enough to take my balance payment of over £3000 2 weeks ago after chasing me continually before it was even due!
I had the misfortune to speak to their representative Danielle Simmons (after being on hold for 79 minutes) who quite frankly did not care less that our much needed holiday is now not taking place - I actually pointed out to her that she had not once apologised and was told 'its not our fault' I have also been informed that it will take 3-5 days to receive a refund to my debit card when I know for a fact this can be done immediately. I only wish I had looked at these reviews before I booked with this uncaring and rude company.

We were due to travel to the cottage we booked with cottages.com (owned by Cumbrian cottages) but got notified by the COVID app 2days beforehand that we had to self isolate and so couldn’t travel. Absolutely gutted, we tried to contact them to cancel but after experiencing the same difficulties as a lot of other people that have commented - long waiting times on the phones and still no answer on numerous occasions I was starting to be concerned. I finally did manage to get through and also with help from the cottage owner who called into one of the branches, I have to say that my cancellation request was handled very promptly and professionally I received a refund immediately. These are very difficult times for the travel industry and understandably they have been inundated with lots of changed plans as well as lots of bookings and cancellations. The levels of calls and emails they are dealing with are unprecedented. I would happily book with them again.

In my opinion Cumbrian Cottages have demonstrated extremely poor customer service.
Current relaxing of Covid-19 restrictions meant we were able to spend the week in the self catering holiday cottage we had booked some months ago.
Problems with the cottage were experienced within the first two days of our arrival (will be leaving a review about the cottage and it’s uncleanliness and other issues on Revoo)
Cumbrian Cottages had supplied an emergency telephone number for use out of standard hours should any problems occur during our stay. This was detailed in their email sent to us just prior to the commencement of our stay.
Disappointingly and frustratingly, there was no-one to handle our call and an automated message was played with no option for me to leave a message in relation to the problems we were experiencing with the cottage.
A similar situation when I phoned the owner’s contact telephone number. Again faced with a recorded message and no option to leave a message. Three separate phone calls were made and each one was a recorded message with no means of speaking to a person directly or to leave a message describing the issues we hoped Cumbrian Cottages would address.
I resorted to sending an email direct to Cumbrian Cottages very early on during our stay. We have now returned home after spending a week in the cottage and I still await a response from Cumbrian Cottages - 9 days later!
The problems with the cottage were not rectified.
We were informed that the cleaning and maintenance of the cottage was the responsibility of the Cumbrian Cottages management/maintenance team.
It was clear that cleaning had not been carried out to an acceptable standard. It was an extremely poor and a very basic clean. Considering the government advice relating to deep cleaning of holiday cottages it is clear that this was not followed by the Cumbrian Cottages cleaning team. Photos taken during our stay document this.
As a result, I will be leaving a very negative review of the said holiday cottage and will certainly not be booking further holiday cottages via Cumbria Cottages.
I feel that we have received a very unsatisfactory level of customer service and the standard of cleanliness we found in the cottage was quite dire.

UPDATE: 15/06/2021 and I am still awaiting a response from Cumbrian Cottages to original email.

Still waiting for a refund for a booking I have had to cancel twice due to covid. Very difficult to get through on the phone for several weeks, emails ignored, several different explanations as to why there was no money when I did finally get through. Four different conversations, four different reasons for no refund Still waiting, first booked in November, actual trip would have been over 3 weeks ago if we had gone.

We live in the USA and have been booking with Cumbrian Cottages every year for over 20 years. Never the same house/flat/apt. We have only had great experiences. Customer service has only ever been excellent, and folks in the office are very friendly. Check in, check out, service calls or cleaning services are always prompt and courteous.
I feel all these poor reviews must be made up or written by a rival company.
I totally recommend services by Cumbrian Cottages

Booked a week for July 2021, paid deposit in July 2020.
Due to breaking my wrist this February with prognosis as to ability to self cater this summer, I tried to contact via several contact for me, phone calls, letter but eventually tried Twitter.
Eventually they contacted me to say I would lose a large deposit if I cancel.
This is not a covid cancellation, but a sudden health problem. THEY HAVE HAD MY MONEY FOR7 MONTHS already.

No compassion....thats pretty poor service.

Booked a holiday with full Covid guarantee. When they cancelled i received an e mail saying credit voucher within an hour or full refund. I requested the credit voucher and had heard nothing after a week so filled contact form in asking for a refund but no response. Having filled in another contact form and made three phone calls waiting for 50 minutes and finally cut off by them as no available operators, got through on March 2nd to chase refund, they admitted it hadn’t been done and could offer no explanation

Impossible to contact by phone [four calls on four successive days totalling more than three hours on hold].
I've left messages on their mailing service, but I'm not holding my breath.

My husband and I enjoyed a week’s break at Keswick in a Cumbrian Cottages bungalow. Only dampener occurred during our last hour! Check out was due at 10am on our final Friday (6/11/20). Although Lockdown 2 had commenced, we were allowed by Govt rules to conclude our domestic holiday. The owner was aware we were doing so.

At 9.05am, as my husband was loading our car, a man in a Cumbrian Cottages van rolled up outside. He stared at my husband and then conducted an in-car loud colourful phone conversation with base! Jim continued loading, van man continued staring and reversed into the drive of the next door property owned by the same couple. He continued to stare across at my husband from there whilst continuing the same phone conversation at full volume!

Once packed Jim retreated into the bungalow and we made a final tidy of the property. We left at 9.25am, the Cumbrian Cottages van was no longer there. We must have wrecked his Friday flier. Timid visitors could be put off by such an encounter at the end of their visit. I was in the hospitality business, my husband understood intimidation, (retired copper).

Last year we visited one of their apartments in Keswick which had not been cleaned!

All the good efforts of owners to provide good rental properties are adversely affected by Cumbrian Cottages!

Have been trying for 5 days to contact them now through endless phone calls and emails. The customer service is appalling. No response or effort on their behalf to get back to us

The cottage we rented was filthy cob webs all over and bedding was stained it was absolutely disgusting to say we weren't allowed in till after 5 for deep clean I would never book with these again a do not recommend them

I have been trying to contact them for 2 weeks now and had no response!! Absolutely ridiculous! They took £50 security deposit and have not refunded it back or replied back to my emails! The bloody phone doesn't go through to them either!! Very bad experience with the lodge i booked and the owner would not pick up the phone. Never book with them, they will con you!

Been trying desperately to get hold of Cumbrian Cottages for over a week. Numerous attempted phone calls either not answered or cut off and I can’t even remember the number of emails I have sent!! Atrocious customer service!

One week before we were due to go on holiday to the Lake District I got an email saying bluntly that our booking was cancelled. According to the booking it says they will try and contact us by phone - they did not.
We could either get a voucher or get our money back. There was no attempt to offer us alternative accommodation despite this being one of the options. I had to phone to see if this was possible and of course had to wait endlessly before someone answered.
When I asked about alternative cottages I was told that whatever was available was on the website. Under the circumstances I would have expected more to have been done to help us, but unfortunately not.
I also emailed my complaint 2 weeks ago but have had no response. Extremely poor customer service.

Dreadful! They spelled our email address incorrectly so we needed to contact them to pay the balance. We emailed, contacted via Twitter and Facebook and spent hours on hold (which worked eventually) Got an email reply today, one week after we got home saying they had no booking in our name!

On 29.03.20 we booked a cottage in Keswick for the week commencing 05.09.20. We received an email the week before travel confirming check-in time as 5pm and key collection details. At 11.15 am on the day of travel Cumbrian Cottages rang and left a message on answer phone to say the cottage was no longer available as the owners were actually living in the property, and they had no other properties to offer us. We had actually set off for Keswick. It then took us 1.5 hours to get through to them on the phone. We received very little apology, and were offered £120 compensation only after we became irate and insisted on compensation. Needless to say I would never use this company or any sister company (e.g. Hoseasons) of theirs again and would not recommend to anyone.

I have just accessed the reviews for Cumbrian Cottages as I am having trouble contacting them. Tried numerous times by email and phone but nothing. I am still waiting for my security deposit to be refunded. Having read the other reviews it is clear I am not the only person having issues with them. Such a shame as the cottage we stayed in was beautiful but will make me think twice about booking with them again.

Absolutely shocking. The property we rented was dilapidated and dirty. No response to emails and they never answer their phone.
DO NOT USE THEM.