Dirty, tired and broken
We booked what was advertised as a “luxury escape “ through this company at Vineyard House in Bath - I wish I had read the reviews first!!To say I was disappointed with the property is an understatement. After being “sold” a luxury escape with “stylish interiors” and “beautiful bathrooms” by your website, we arrived to a dirty, tired property in need of urgent repair to make it safe.During our stay we encountered:*Broken and dangerous floorboards throughout, many with up ended nails meaning no one could remove shoes*Broken and dangerous shower controls*Broken and dangerous light switches*Broken and sticking out kitchen kickboards*Grotesque bathrooms with grime and fungus growing on the walls*Electrical Appliances with out of date PATs*Broken Freezer and Ice Machine*Garden covered in weeds and rubbish*A property filthy throughout with several stained sheets and cobwebs everywhere *Stained ceilings from leaks*Part decorated walls*Broken and dangerous kitchen bench*Broken windows making them unusable without propping up * Chipped Cups, Glasses and PlatesI feel they have conned me into booking and staying in a substandard property. We have paid thousands for what was advertised as a beautiful home which in reality is far from beautiful. For my sister it spoilt her hen party - we believed we would be staying in a luxury home. Our guests were astonished with the grime and poor state of repair of the property. They have either not visited this recently or are in the business of mis-advertising properties, either not acceptable.I telephoned on arrival and submitted a written complaint which despite chasing they have not responded to. Horrendous company - avoid!
Amy Ashby
Would NOT recommend
AWFUL experience with this company. I can not stress how much I would NOT recommend anyone to use them. We booked a house for a hen, Harley Street Townhouse. It was definitely not luxury as advertised. It was dirty and there were cupboard doors missing and a very strong smell of sewage in the house. There were chunks of paint missing from the walls and just an awful finish in general. The house was advertised with one parking space and it still says this in the book inside the house, however, when I arrived I called the company and was told they no longer provided a parking space. They said the nearest car park was a 15 minute walk away and I ended up paying over £50 to park, an expense I was not expecting. After we had stayed I sent an email explaining all of this and just got a thanks for your kind email. I then had issues getting my deposit back. They eventually sent some of it after a week of calling and emailing everyday but not all of it. I’ve been trying to call and sent numerous emails again to try and get the rest of my deposit or to understand why they’ve not sent it and I’ve not had a response at all. I would hate for anyone else to go through the stress of dealing with this company so think carefully before you book with them.
Kayleigh Cropper
Avoid at all costs!!
Do not book with this company! We had a group booking for 15 for a hen party in early July 2021 which we had paid the full amount for. Due to Covid restrictions still in place we could not stay at the property we had booked. We were emailed by a guy called Will from Luxury Escapes Bath to say we'd get a full refund. Almost 6 months later with lots of phone calls and emails which have all been ignored (they literally don't answer the phone). We are owed over £2000 and seems a lot of others are too.Not even sure they are a company and if they are, their customer service is absolutely diabolical!!! Avoid at all costs and report them if you can!
Melissa Sullivan
DO NOT BOOK!!!!
DO NOT BOOK!!!!Hen party still awaiting nearly £3000 refund… You can find 'Luxury Escapes Bath' on companies house for an address (not allowed to post links on here), the owner Sarah Winton Knockton has 5 companies to her name, the latest seems to be an agriculture business ‘Hartwood Stables Ltd’.She also has a second Bath-based rental company called 'Hiding Space' - which appears to also have accounts over due.Good luck with refunds folks!
Harriette Grace Florian
DO NOT USE
DO NOT USE! This company is a scam! They said they would refund our deposit but now have stopped all contact and are impossible to get hold of. Legal action will now be taken. This company can not continue to do this to innocent people!
Jennifer Donaldson
Impossible to contact/Deposit not returned
I wanted to give this company a 5 star rating - I hate giving negative reviews. However, after being promised a full deposit refund this company has ghosted our group and no money has been returned. 7 texts, 2 emails and 3 voicemails later, we are having to go down another route to get our money returned which involves Fraud Alert, Citizens advice, Companies House and small claims. Such a shame that the customer service side of things has let this company down - and I have been made to feel like a duped idiot!!!
Kirsty Elliott
DO NOT USE THIS COMPANY
DO NOT USE THIS COMPANY. They have refused to return our security deposit and are refusing to respond to any form of communication from us.
J Ball
Terrible terrible service
Terrible terrible service. Cancelled my booking with only 2 weeks notice after having been booked and paid for for 9 months. They then refused to answer the phone to me for a week after promising me a full refund. Several angry emails sent and still no response. They have completely an utterly ruined a planned hen do, and show no empathy whatsoever. Please no one ever book with this company! Absolute cowboys.
Anonymous
Not sure who they think they are with…
Not sure who they think they are with not returning deposits, but sadly they have chosen the wrong person to do it to this time. Companies house will give personal house address and The Collection House will have our money back swiftly.Never use these crooks !!
Gavin Yarde
Do not book with these cowboys
Shame I have to give a 1 star as they don't deserve the accolade. Cousin has had to postpone wedding twice due to Covid. We are an understanding bunch and realise everyone is impacted. Have had to ask for booking to be moved again. Complete refusal and appalling empathy shown by this disgrace of a company. I echo the other reviews, don't touch this lot with a bargepole...they are just profiteering from a truly awful situation and their conduct has been disgusting. They have caused my cousin a huge amount of stress on top of what has already been a truly awful year. I hope people avoid booking with them at all costs. I truly hope they see these reviews and realise how treating customers so badly can affect a business.
Nicky McKay
Avoid!
If I could give a zero I would. Awful company to deal with in this current climate - no response to emails for days and unhelpful and patronising staff. We have only asked to move our booking (not even cancel!) due to coronovirus causing my sister's hen do to be cancelled, to be told no. A lot of money lost now as the house we booked is for a large group and the stay is not allowed under current government guidelines.Avoid this company!
Claire Bevan
Dishonest company
Dishonest company. Book with them at your peril, deposit also lost with these people due to covid... disgusting behaviour - do not use.
Ben Cheetham
Unethical business that stole my deposit
Luxury Escapes Bath seem to be a really unethical company. They have refused to return a deposit on a large group booking for one of their properties in Bath when the country has been on lockdown. The booking was made on Feb 29, the deposit paid two working days later and the booking was for the last weekend in April. However, since the Coronavirus pandemic has impacted every aspect of life, Sarah the owner of Luxury Escapes Bath has used a variety of methods to avoid returning the £500 deposit. These have included being threatening, citing an extremely dubious breach of contract, has ignored my communications and has shifted the blame onto the property owner. All with the same outcome - she is keeping my deposit to pay her own bills rather than return it to me. I appreciate this is a very difficult time for all business owners but this could have been handled very differently. I feel her behaviour has been at best misleading and at worst unethical. I would avoid this business at all costs in the future
James Taylor
