Under the Thatch Reviews 98

The house is very well equipped, cosy and comfortable. It has very nice views especially from the master bedroom.

I contacted Under the thatch about renovations and old Welsh properties. They were extremely helpful and responded pretty much straight away. Many companies I’m sure would either have said they couldn’t help or not wanted to share any information, or worse not responded at all. So going on this experience, when I’m in the market for a few days away I shall definitely be back in touch with them.

Interesting and quirky holiday accomodation is the best way for me to describe what this website offers. Cottages are extremely individual, often quite isolated but always, without exception, very appealing. I will manage to book one day!

Been using UTT for years. Wonderful, unique properties and fantastic customer service. Katie is brilliant. Highly recommended.

We booked a lovely cottage through this company, paid the full funds and received confirmation of our booking. We made travel arrangements and local restaurant booking ps for the family, only to receive an email saying our booking had been cancelled due to a water leak at the cottage.

This was hugely disappointing, but these things happen and the company provided some alternative properties near the beach.

We took valuable time looking at each, decided on the only real option that met our near the beech criteria and booked, received confirmation and again booked local restaurants and changed travel arrangements.

We then don’t hear anything for 24 hours, after receiving various booking confirmations, then receive an email saying the booking had been cancelled, with the excuse of a water leak.

We are now left with no weekend booking, no offer of any goodwill payment despite the wasted time and effort and no family break.

We have asked for a refund and despite checking with our credit card company have still not received any refund.

I don’t normally write poor reviews but the whole family is upset at this company letting us down, and offering no alternatives or good will so please save yourself upset and use another cottage booking company, truly awful service.

I will be posting this review wherever I can to ensure people are aware of the upset caused to our family.

I have posted an honest review of my recent stay which hasn’t been published on their website .
I haven’t even had an acknowledgment of my comments which were accurate and fact based .
I left the property a day early , I advised them on this also - zero response .

We have just returned from our stay in Newquay at Zenobia. We’d initially booked a lovely cottage near Goodwick and Strumble head. Unfortunately, I’d misread the details not realising that both bedrooms were ‘crop loft’ ones. This was virtually impossible for me to manage and we thought our holiday was over. We phoned Under the Thatch late on a Friday afternoon. We expected answerphones or a polite “were sorry but this is your mistake and there is nothing we can do”. Instead we spoke to really helpful people, for whom it genuinely seemed to matter that we felt gutted at potentially losing our holiday. After a bit of phoning around, they came up with Zenobia, a large Victorian Villa with a (genuine) sea view. We ended up having a lovely holiday.. Don’t book Under The Thatch if you are wanting a characterless show home; if you are looking for somewhere decorated in Farrow and Ball, with quality bed linen and ‘white’ goods this is for you. Yes, some of the chairs were a bit shabby but it was ‘home-y’ and spotlessly clean. This has been my first holiday since lock down and it’s only been a few months ago that I was hardly leaving the house and wore face masks everywhere. I wanted absolute cleanliness . More than anything, massive disappointment at having booked somewhere, I couldn’t access, genuinely seemed to matter. Thank you so much.

An update on my previous review is that they refuse to publish my review on their website as it reflects badly on them and will affect custom despite it all being true. It is totally unethical to just publish good reviews as people are not seeing the real picture and being conned out of their money. I have noticed that they have blocked out dates for booking until 2024, so clearly know there is a serious issue, but gave me a poultry 100 pound as a ‘gesture of goodwill’ and refusing to speak to me on the phone. I received a very insincere email saying they felt this was appropriate as not responded since, but they are misrepresenting the property online and I am entitled to a full refund as place is a dump. The property is Luna and Kuba in Donegal. Please avoid. They won’t let me warn people in my honest review!

We stayed in a property booked through Under the Thatch in Donegal and it was nothing like the photos outside when we arrived. It was a completely rundown weeded mess which had a so called lake which is now more a murky green swamp. There was a broken lounger, broken firepit, broken guitar and just was not what is presented on their website. I have tried in vain for days to ring them, but the phone is never answered. Constant voicemail which is very frustrating. I received an email to say someone would be in touch but they haven't. The manager of property was really rude and tried to blame us by saying if we had told her while we were there, she would have weeded, painted and replaced all the furniture. What a joke as surely she should have noticed this when 'cleaning' the property? Disgraceful to blame a paying customer for your shocking incompetence. I will never book through this company again. They have no morals, happy to advertise using photos from years ago and take your money, but nowhere to be seen now.

I have this week booked for this Friday and I am now told that the holiday is cancelled due to non payment of the balance. I paid the full amount on booking, which was done by Under The Thatch and have confirmation that the full amount has been paid. I cannot get in touch with them for full refund and they refuse to answer to several phone calls and e-mail. This company is not to be trusted!!!!

We booked a holiday cottage with Under the Thatch in 2019. When we tried to book the same Cottage in 2020 they tried to charge us £250 more. I didn’t book out of principal. I thought they were an ethical company but clearly they are not as they are taking advantage of the pandemic staycation surge. I’m sure I am not the only customer who will look elsewhere. My husband and I are key workers and we cannot afford the inflated prices. Disappointed.

We have loved our stay in Pen y Parrog & cant wait to return. Cosy cottage, with fantastic views, beautifully presented, very well equipped & a gorgeous wood burner. We were in heaven.
We explored much of Pembrokeshire, which is stunning & hope to return in the summer.

We stayed in Pen Y Parrog, on the sea front in Goodwick (Fishguard) in beautiful Pembrokeshire...idyllic location & clean, characterful cottage, with stunning views.

Cottage not as decribed. Visitor book had reference to issues going back a year. No response when I raised concerns.

I have booked two holidays now with Under the Thatch. Both properties have been superb, clean, beautifully located and unique.
Customer service is excellent. Clear and detailed communications. Excellent response.
Would not hesitate to recommend these lovely under the thatch people and their beautiful accommodation.