Canopy & Stars Recenzje 

I had booked a surprise birthday trip for my boyfriend to stay in the lost meadow treepod in Cornwall the weekend of 21st May 21. I booked the trip way back in October 2020 and had read the terms and conditions regarding covid so was happy that if there were to be another lockdown I would get my money back.

Cue 5 weeks before we are due to go (now knowing it was fine to go ahead as restrictions being lifted on 17th May) O get an email out of the blue from Canopy and Stars saying the booking had been cancelled because the owners 'are exchanging properties that weekend and can no longer accommodate us'.

I was beyond upset as I had had to take time off, so had my boyfriend, he was so excited for the surprise trip and obviously with everything going on with the pandemic we were thrilled to be able to go away.

Now I have several issues
1. Why were we only informed 5 weeks beforehand? We had absolutely no chance of being able to book anywhere else for that weekend because it's the first weekend of lifted restrictions. Also house sales in the UK take months and months. Given I booked this over 6 months in advance why wasn't I informed earlier?

2. It was a location in the middle of woodlands on the owners property a minimum 5 minute walk to the shower facility. We had instructions to take our own WATER to the site as well as food and provisions. The owners would not have had to provide anything for us, we would have been out of the way and the only thing I could see that would need doing is a clean of the shower - so hire a cleaner for the day. I, and everyone I have told about this, thinks it's an incredibly poor excuse to cancel so last minute and especially at this time during the easing of restrictions so we had no chance of booking anywhere last minute. I cannot believe canopy and stars allowed the owners to do this or this has been agreed in their cancellation policy.

3. I actually think this was prompted because I had emailed the owner a question the week prior to the cancellation and I had heard nothing from them. They had clearly forgotten about our booking and instead of honouring it just cancelled it instead. It makes me wonder what would have happy had we not tried/needed to contact them and had turned up at the site on the 21st?

There was no discussion to be had with canopy and stars or the owners and I was just issued a refund.
I am extremely disappointed with this company and their obvious lack of customer service and ensuring owners honour their bookings. I doubt the owners will have any reprieve from this and it will be the customers who continue to suffer in future.

I am sure if it had been the other way round and I had cancelled last minute I would have lost my money....

They cancelled our trip without notifying us.
Only when I reached out wondering why we had received no information on how to access the property, did they acknowledge their mistake and issue us a refund. My partner and I had booked off work for this trip and were completely let down by this company.

Re-booked after our holiday after it had to be moved due to COVID restrictions. After no contact from the company, we got in touch asking for details. They replied saying our trip had been cancelled due to a 'human error' and offered to move up to a tent (rather than a lodge) 250 miles away from where we had booked worth £200 less than our original booking.

I cannot stress enough, please avoid this company at all costs. If only we had seen similar reviews before booking we would have stayed far away.

We booked a 2 night stay with Canopy and Stars at a woodland gypsy hut for my partner's 30th. We had to make the decision to ask to amend the booking last minute due to my partner incurring a knee injury which made it hard for him to walk and some additional distressing family issues which required us to stay home. It all fell unfortunately and unpredictably on the time we'd booked to go away on this trip.

We emailed the owners initially, who passed us back to Canopy & Stars, who then said that because it's within 10 weeks of the stay and there's no time for them to resell the booking, they wouldn't offer any amendment. Their terms and conditions are very unclear on this front and suggest it is possible to amend bookings:

"2.4.2 In the event of cancellation within 10 weeks of check in the total cost of the accommodation including the deposit is non-refundable. In some circumstances it may be possible to swap the stay to another date"

The T's&C's suggest a £50 admin fee to amend which seemed fair enough, but it turns out that amendments are conditional on reselling the booking OR on the owner's goodwill - luck of the draw. Lack of clarity in the T's&C's mean you don't learn this until it becomes an issue for you - at which point the customer service team unhelpfully refer you back to the T's&C's as if it was obvious.

They've suggested that the last minuteness was the issue, however, I've seen on here someone else had this issue 5 weeks in advance. You could actually run into this issue 10 weeks in advance. We only booked after the 10 week mark due to the pandemic, so had we needed to amend the next day, the same issue would have arisen - pending resale or goodwill.

The customer service representative unhelpfully responded with: "We are simply trying to balance the needs of both owners and guests and unfortunately with this, sometimes comes compromise and disappointment." There has been no compromise.

If I'd have read these reviews beforehand, I'd have never made the booking. We won't be booking with Canopy & Stars again because of this, unless they change their T's&C's and support customers, not just owners. Plenty of other accommodation have much better, clearer, fairer amendment and cancellation policies.

We appreciate the need for small business owners not to lose revenue, however, we also had to cancel a cattery booking at the same time, a small business, who kindly waived the fee and let us making a rebooking. So this evidences that small businesses who have lost out during the pandemic can be kind and supportive and then retain customer loyalty. We'll always use that cattery.

Since writing this review, Canopy & Stars have said in an email that they've removed "In some circumstances it may be possible to swap the stay to another date" from their T's&C's. It doesn't make it right and means perhaps they already knew they didn't honour this statement. They seemed to think it should be obvious which circumstances, but it wasn't clearly stated and was very ambiguous. Removing it was acknowledgement that it was ambiguous and could mislead customers into thinking amendments are possible when they aren't, or only are if the booking can be resold from the 10 week mark.

There's also no clear complaints procedure on the website.

Lovely weekend at furnace brooke lodge in east Sussex. The lodge itself was spotlessly clean and in wonderful location overlooking a lake.great walks around the lake and with the bluebells out in the woods made it extra special. All amenities close by (pub) made everything that much easier.
Will go again and reccomend to friends and family.

Site displays dates that are unavailable. This has happened twice.

Christmas 2019 I bought a Canopy & Stars £150 gift voucher for my brother and part of their Marketing / Promotional deal they run each year was for every £150 voucher you got a separate £50 voucher as a gift. I assumed that with Covid wiping out 2020 Canopy and Stars would honour these gift vouchers for longer term but apparently not... disgusted with Canopy&Star's Customer Care having been a loyal and loving customer of theirs for years. Won't be using again - now fighting for my gift vouchers to be valid so i can book some trips out of lockdown!!

I’m surprised at the reviews as my experience with their customer service was excellent. I booked back in 2019 for a stay in 2020. That was cancelled due to lockdown 1. It was rebooked for 2021 which was cancelled due to lockdown 3. A refund was requested.

It’s almost impossible to get hold of them by phone as they are all working remotely due the pandemic so all contact was by email. As long as you are patient they get back to you (unlike some other companies I have dealt with), I fully appreciate these are unprecedented times and we have to allow for that.

They replied to my request to refund and asked for a good time to call, they called later that day and processed the refund immediately.

I will certainly use them again.

I wish I had read the reviews before booking with this company. There are a couple of reviews re: the level of customer service and the department being sarcastic.. I completely agree with this, they have a very odd tone to their emails which almost feels like they just want you to go away. I booked back the summer of 2020 to arrive for Feb 2021 as I wanted some things to look forward to for my 30th birthday. When it came to Jan 2021 we obviously realised that this booking would not go ahead and the booking was cancelled by C&S and we was asked to either cancel or rebook. We wanted to rebook and we was asked to email them with new dates we would be available and how many nights we was originally booked for. We had originally 2 nights booked and we offered a list of dates but advised we would be free for most weekends left for 2021. They came back to us and said it was preferred that we have a 3 night break now, which was not what we booked the reason for this is: that was the hosts preference for this time of year. I emailed them explaining we was happy to come in Feb 2021 however, we would be breaking the law, so it's not something we WANT, but more we had no choice but to do. I accept that they don't want to be closed either, but you don't need to take it out on people who are looking forward to enjoying a break at your facility. We was also told we would have to pay the extra on top as we wanted to move to a peak booking, I was happy to do this, but I wanted to know how much this was before agreeing to it. They did not take into account the financial impact of having to have another day off work for self employed people who had already had it bad this year. I wrote back to them advising they could not force us to extend the trip and they said they would ask the 'host' or told us to take a refund. There was a lot of back and forth, which was pointless due to the fact that we was waiting for the host to reply and advise if we could have the two nights and confirm what the price increase would be! The host did actually come back and accept the two nights and we paid the price increase, which shows that the back and forth was pointless. Since then I emailed them again, as I hadn't realised that this actually clashes with another event of mine, their emails are so confrontational and rude. He came back and stated that as there was no availability until November, I would have to cancel and forfeit my deposit. No consideration that I might be happy to move to November? I just find the whole experience rude, unprofessional and confrontational. I really feel like they just want the past bookings to cancel, and book new bookings. I wish I had cancelled in Jan..

Just awful service. I had a tech issue on their website where I got a confirmation saying you are going on holiday but I never received a confirmation email. Tech issue happen which I totally understand. I tried calling and calling. No one picked up. I tried their chat box. I tried emailing and messaging on Instagram and Facebook. Eventually I was informed that I did not in fact have a booking and someone had booked over the dates I needed. If I had not chased I would have turned up at the venue. They should NOT have a phone number or a chat box option if no one picks up the phone or the voicemails. It just frustrating!

On the email they even offered to call me and when I gave them my number they didn’t even call!

Awful. Canopy and Stars cancelled our booking without notice. Took 1 week to reply to an urgent email.
Really awful - AVOID!

Was really looking forward to this little break but due to lockdown my original booking had to be moved. This was done with no problems. It come to my second booking,which again had to be moved, and I was told I had to pick new dates from the online calendar, the only dates left seemed to be at the very end of the year. Selected some dates only to be told that these were unavailable. This happened on several occasions, causing a lot of going back and forth and I started to get the impression that rather than prioritises the customers who already have bookings, they were allowing new bookings to be placed meaning the rest of us were having to wait until next year. Taking new bookings is understandable as I know money needs to be made up from all the lost time caused by lockdown but it didn’t help that the customer service girl come across unhelpful. She also come across very sarcastic when I requested a refund. Maybe going forward a selection of dates should be provided for current customers to chose from as either your calendar doesn’t work or in the time it’s taking for you to respond to emails the dates are being taken by new bookings. Won’t be booking with here again. A work colleague has also told me of a similar situation they’ve had too.

I had a horrific staycation with Canopy and Stars. I booked a cabin in Cornwall for 4 nights, long story cut short - the experience was badly advertised... The stay was not what we expected so I left a review on their website, they then contacted me to "investigate further" for which I told them I wasn't bothered about carrying it on any further but they insisted they would find out more.

They then contacted me back to DEFEND the host and say that we were at fault for the experience that we had... I was baffled, I asked them not to pursue it in the first place as it was as simple as bad stay, bad review.

I will never book anything here again, I'll preference Air B n B for which I've had much nicer service.

I don't recommend C & S to anyone - especially if you have any issues with your stay.

Refunded my money pretty much straight away when national Tier 4 was introduced in December 2020. I just emailed to say I didn’t want a voucher, and it as no problem.

I have use C&S twice. First booking no issues at all & review posted. 2nd place, I gave a review which was positive & negative, however they will not post the partially/full negative reviews. I think this is extremely poor service, customers have the right to know. If booking with them, make sure the listing do not just have a few sporadic reviews.

I reviewed Daisy Cabin in Hertfordshire - lovely cabin, quiet, peaceful, beautiful, but because I said there was no welcome hamper as per the listing & that the cabin was exceptionally cold & I'd advise against going there in winter, they won't post the review - the open fire does not heat the cabin, we could see our breathe constantly. Also the mention of a radiator in the bathroom is pointless as it didn't heat the room & was only on for a couple of hours, you aren't allowed to change it.

I will only use them again if the listing has a lot of good reviews, month after month. However, I will not recommend them.

Amazing properties, all unique. Easy website and great hosts. I assume they vet their properties and hosts well. We were over the moon.

Canopy and stars have been a delight to deal with during this covid period. Had to rearrange my booking twice due to covid and have been accommodating and a pleasure to deal with.

Terrible experience booking through Canopy & Stars. Issues with our break and had no support from C&S in resolving the matter with the estate owners.

I had booked a holiday but unfortunately it had to be cancelled because of Covid restrictions. I was contacted almost as soon as the new restrictions were announced by the Government and offered a full refund, which I received in 3 days. Although it was disappointing that the holiday was cancelled, they did all they could and were helpful and proactive in how they dealt with it.

We booked a short break with C&S to stay in the Ferry Waiting Room located at Mohr Hotel, Scotland. We experienced difficulty getting the wood stove to light when we arrived which was frustrating as we told it would be lit upon arrival. Over the course of the next 24 hours the weather worsened and we need to warm the children up & dry wet clothes. We asked for assistance as the wood provided was damp & treated posts etc from the estate which is unsafe to burn in a wood stove. No help was given. Soon, black suffocating smoke began billowing into the bothy, setting the carbon monoxide detector off. Despite asking for assistance, none was given and over an hour later, the alarm was still going and we worried about our children’s well-being with the intensity of it all. With night falling soon we decided to pack up and leave for safety. C&S put the responsibility back with the hotel and there has been no support for a refund or compensation for our damaged clothing and belongings. They seemed more offended we’d complained than concerned about safety. Avoid at all costs.