Cumbrian Cottages Avis 

We were notified of late check-in and early departure to allow for deep cleaning of the property, which seemed fair enough. However, on our arrival in the evening we found that the bathroom sanitary bin had not been emptied - it was actually smelly, which is how we discovered it - and only two partially used toilet rolls were in the house for a family of six. I have alerted Cumbrian Cottages about this, but received no reply whatsoever. This is a serious matter and should have received immediate attention.

This company does not answer emails and is almost impossible to get on the phone. Three emails over two months and hours on hold on their phone have meant it has taken me 3 months to get a refund for a booking that had to be rescheduled due to Covid.
I will not book with them again.

Re: Cumbrian Cottages
We have been using Cumbrian Cottages most years for the last 15 years or so.
This year the gas was cut off to our holiday cottage due to ‘upgrading’. No response from CC via phone, email or their web messaging service.
Very disappointing and we will be trying to avoid them in future
Robert Stuart

Spend weeks trying to contact this company..They dont answer their phones or reply to email or private messages on messenger or even posts put on their FB page! will never use again!

I have been trying to contact Cumbria Cottages over the past two days and at every occasion get put on hold and have to listen to terrible music and a recording pointing out that they are experiencing a high volume of calls, so far I have spent over two hours holding on so I can amend a holiday booked with them for September this year due to unforeseen events.
Also I have tried e mailing on to get a message that there is a problem with regards to my data.
I appreciate that more people are having staycations but these people need to put more resources in to cope.
We have noticed since they have become part of cottages .com they service response has been declining so much so that are now looking at other companies to use in Cumbria.

I have a current booking with them for September. However, the property we are due to stay in does not appear to be on their site, which worries me a bit. I have had correspondence from Cottages.com to say payment date is now 3 weeks before - this was about three weeks ago. I have been trying them all day but kept on hold and have been cut off three times. Have been with them on a number of occasions so am absolutely disgusted with the way they are behaving.

Holiday got cancelled due to covid, tried to book another holiday but wouldn't work, they put in a temporary booking but link wouldn't work, no answer on the phone number they provided. Now the holiday is considerably more expensive and they are dodging all our emails to ask what has gone on, and now our request for a refund. Dodgy cowboy company, do not use

I have spent four months trying to contact Cumbrian cottages - letter, email and hours waiting on a telephone (at least 10).I know Covid has not been easy, but it is when times are difficult/things go wrong that you show your true colours.I am appalled at their behaviour. They said I would get my money back, but so far nothing. I'm unable to get rid of the one star gave - a pity

Is this company a joke been trying to get hold of someone for a week now but to no avail.
Getting really frustrated now.
Will not be using them again.

Yes, came on here to check other experiences. There seems no way to get in contact. They have ignored emails and leave the phone unanswered time and again. I've now been on hold an hour and 12 mins and still waiting. Will the cottage be ready when we get there? Is the company a con?

I first emailed CC before lockdown and have emailed them twice since. No response to any emails. I have called them and either their number is permanently busy or like today, I held for 45 mins listening to music then at 3.30pm a message said, “sorry our office is now closed”. Unless someone calls me regarding the booking 16841279 I doubt I will use them again.

We made a booking with Cumbrian Cottages for a week in September as part of my Wedding celebrations. My other half's family live in the USA and we thought a week in the Lakes would be a lovely way to wrap up the wedding.
In light of the Covid-19 pandemic, we were concerned about social distancing, closed borders and quarantine periods - so we made the difficult decision to postpone our Wedding until March 2021.

We then contacted Cumbrian Cottages to see if they / the landlord would honour our booking and allow us to move the booking from September to March. We were more than happy to pay the same price, despite the week in March actually being cheaper and the cottage was still available for the dates in March.

After several weeks of attempted communication with Cumbrian Cottages - no response to emails, long waiting times on the phone. We ended up being told no, the Landlord was unwilling to move our booking, but were not provided with a valid reason.

We've ended up having to cancel the booking, and lost out on our £300 deposit as a result.
I appreciate this has been a tricky time for everyone, but I was disgusted at the poor customer service and lack of compassion from this company.

I would strongly advise people to avoid booking with them, as there is no insurance policy for you if anything goes wrong sadly.

Just had a property owner ring us and say "sorry to tell you this, but I have been telling Cumbrian Cottages for almost a year that we sold the property - I keep telling them not to accept bookings , they are useless and don't listen - that is why we got rid of the property - sorry to wreck your family holiday". So our only trip away we can't now do. The company can't blame the covid virus either as they were utterly appalling last year too and I said i would never book with them again but my wife booked this trip.

When I was able to speak to a customer service officer in April they advised me to email- the email addres they gave was out of date. I have repeatedly tried to get through on the phone and cannot get an answer. We are not able to go on the holiday because its the week before hotels etc open up.
My husband is very vulnerable to infections so i dont want to go later this year . We asked to transfer our booking to next year but because of the shoddy treatment I dont trust them to do this now.Really disaponted and frustrated with the abysmal non existant service

Where to even start. The lack of communication from this company is beyond a joke. They currently have £1870 of my money, have not responded to a single email and actually refused to call me when I requested this via a chat on Facebook messenger. The contact number is constantly engaged, being left on hold for over half an hour on 5 different occasions.

I understand that these are unprecedented times but the poor communication and service from this company does not help.

What a disgrace Cumbrian Cottages - to market yourself as a Lake District based rental company is now going to really come home to roost.

This company is owned and run by Cottages.Com

After having a holiday booked and paid for the Easter break I made contact after receiving an email from Cumbrian Cottages about being able to move my booking for 12 months - what they don't tell you is that you cannot change the cottage or property. So if the property is not available on any of the dates that you can make you loose your booking and all the money you have paid.

Absolutely disgraceful!

The property I booked was not available for 4 alternative dates, and due to school holidays we are restricted when we can travel. So we now are presented with the reality of loosing nearly £1.5k

After calling the phone number given on the Cumbrian Cottages email, this number is now no longer working and wont connect. After calling their 2 offices in the Lake District the staff quickly give you an 0345 number to call to sort out the booking - this is the main number for Cottages.com!!

It took nearly 2 hours of sitting on hold to finally speak with someone.

Cumbrian Cottages - i will be amazed if you have a business after this and they way you are treating people. Your treatment of your customers is disgusting.

After this experience i will be doing extensive research prior to making any booking for a holiday let in the future - and wil most likely revert to using Air BnB

Be Aware Part of the Vacation Rentals UK Group who are totally refusing to return peoples hard earn cash due to Covid19, this company also owns Hoseasons where there is an incredible number of people who are being refused a refund whilst they sit on there money.

If you feel they are treating you unfairly due Covid19 I suggest you report them to the Competition and Marketing Authority - they have a special page Coronavirus: Report a business behaving unfairly
(Their web page is coronavirus-business-complaint.service.gov.uk) by reporting them for unfair behaviour their is a better chance of us getting a full refund.

Very disappointed with this company after many years of booking through them. Not offering refunds in the current climate and although they've waived their transfer charge, they are nevertheless charging extra for the same booking in 12 months time. In our case it's nearly £100, which probably does include a hidden transfer charge. We will not be using this company again.

Beware - part of cottages.com
Read the reviews for the above company and stay away.

I am disgusted by this company during these unprecedented times, they should be ashamed of themselves and I agree we need to go legal on them! My husband and I are fortunate that we have only paid a deposit of £250 and the balance is due in a few days which we will halt by the bank! Their terms and conditions state you can change within 70 days, we have emailed and called and no reply, shocking customer service and they don't respond - do not pay your full balance! We will be taking this further, we booked last year and had no issues but will never use them again - they should go out of business as they are not representing their cottage owners fairly.