Mulberry Cottages Reviews 112

We arrived yesterday late at a lovely cottage. Beds were not changed, used towels everywhere, spit in the bathroom sink. No firewood for the wood burner, no toilet paper. I'm sure cottage has not been aired or cleaned. All covid rules broken. I'm clinically vulnerable. I booked through them because I imagined certain standards. Do not book through them. I now have to sit in the car until cleaners have gone. We had to arrange cleaners through the owners. I'm also worried about covid.

Very disappointed with the lack of customer care and no showing of compassion. Mulberry Cottages cancelled our booking a few weeks before we are due to go. All paid for months and months ago.
DO NOT BOOK WITH THEM- THEY DO NOT CARE!!

Recently stayed at Prospect Cottage through Mulberry Cottages - no option to leave a review any other way.

The property is in need of a lot of maintenance and a good clean. Bedding was dirty, carpets stained, pet or human hair was on bedding and ledges,and hot water was so hot and temperamental we had to supervise our children so they didn't get burnt in the shower.

Owner needs to upgrade and paint and clean the property thoroughly.

Wouldn't recommend the cottage until owner invests some money into improving the property.

I’ve tried to give them an opportunity to respond but nothing.
A house we stayed in belonging to them had shards of glass everywhere. The rugs, the window sills, stairs, sofas. I noticed because a glass shard got stuck in my foot and is still there til this day. We had toddlers and children staying with us.

I immediately call the house manager who comes and vacuums. Still glass everywhere. I try to speak to customer services about it. It’s been 2 weeks and no one has replied to me.

One of the worst companies I have dealt with.

I've just seen a lot of very negative comments about Mulberry Cottages, but for us they were very good with a refund of our deposit. We had planned for a family holiday in June 2020 and booked a property and paid our deposit just before lockdown in March. Our booking was cancelled, obviously, and we were informed that they would hold our deposit until end of March 2021 with a view to making a new booking. When it became clear that we would not be able to confidently make a new booking by this time, the website allowed us to claim a refund of the full deposit. The payment was made to our credit card the next day.

If you could do minus stars I would booked and paid over £4000 for a family of 22 to celebrate two 70th Birthdays. I am utterly disgusted that these people are allowed to take your money and not even let you know it has been cancelled. Please DO NOT get ripped off like we have. How strange they can take your money straight away and yet can not give it back.

I would give no stars if it were possible. Holiday cancelled by Mulberry after we had already paid and they didn’t even bother let us know! Too late to find accommodation for 21 of us now. They offered an email address to complain to and said we will receive a refund. Do not use these people.

DO NOT BOOK WITH MULBERRY. Just had summer booking cancelled after 3 months of booking but no correspondence and no response from customer service. The only notification i had was a rude call on a Sunday afternoon from a private number. This seems like a fake company and shouldn’t be allowed trade.

Do not book with Mulberry Cottages.
We lost £500 deposit last year as they were too inflexible regarding COVID restrictions and were very unsympathetic about this.

Shame on you Mulberry Cottages. The list of errors, poor values and dreadful customer service is too long. Even your staff agree you are unethical.
DO NOT touch them with a barge pole.

I don't want to even give one star!!!
Made the terrible mistake of listing my property with Mulberry Cottages. Introduction was great from the Cotswolds Business Development Manager, very professional and nothing was a problem. I opted for a fully managed service given the hours I work and where I live in relation to the property. Signed the contract and downhill from there. Further meetings arranged with BDM, they just didn't show up. My property went live in March this year and then COVID hit. So no real activity until 4th July. Bookings have been plentiful since but guests are left to sort out problems as they cannot get through to Guest Services. I visited my property recently to find comments from 3 separate guest raising the issue of blocked sinks and drains - all reported to guest services but nothing actioned and I wasn't informed of the issue so I think charging 26% of income plus VAT for this service is slightly ridiculous! I have raised with Guest Services - no response (3 weeks now).
One guest was given the wrong key code and was left stranded until they eventually got hold of the company cleaning the property who let them in.
Also they didn't pay the cleaning company for 2 months so I have had the issue of the company threatening to withdraw their services. The cleaning company I use are outstanding luckily and had it not been for them, things would be far worse than this.
I have raised numerous issues with Mulberry and, surprise, surprise - no response! I am totally disgusted and I have now formally given them notice to terminate with them. That was 10 days ago - no response! I am being very reasonable and I have requested that we leave Mulberry honouring all bookings with them so guests are not disrupted and have asked how we move forward with doing this. However, if I continue to be ignored I will be contacting ALL guests that are due to stay at my cottage and I will be informing them the cottage is no longer available and they need to contact Mulberry for a refund.

I am only annoyed there is no option for zero stars. If there was I would award it with pleasure as, I see , would nearly every recent reviewer.

We chose Mulberry as it looked like a nice boutique company and I assumed it was run by one person given the total lack of phone support . But please do not be fooled, it is a one star max corporate. With a profit of 20 million a year and 950 employees in the group i can’t imagine what they actually do.

We paid 3k for 5 nights in a 4 bed uk property which on any view is not a bargain basement holiday. They are agents but nevertheless the property should be as described (as they are marketing it) but that was only the start of it.

We arrived a day later than the start day thank god as at least it was in working hours. They key box had the incorrrect combination and we had no owner contacts. We held for over an hour on The “help” line to get the correct code.

There was a single key (despite the property being advertised as being for two families. It was heavily fatigued , lasted two uses so we got locked out. 1900hrs in a Monday . Any contact numbers on the site - obviously not just a message saying the office is shut (sic). With the use of a 24 hour Mobile locksmith we broke in.

We left the place open and unlocked all week which is not ideal and despite emailing the following morning we have had no response and have been home for three days now. God knows how the next tenants even got in after we locked up .

The very worst customer service I have ever experienced.

Avoid booking a holiday with this company, or it’s sister companies Cottages.com or Hoseasons at all costs.

My holiday was cancelled by them for no reason and they didn’t even let me know. I called with 2 days to go to ask for check in details and they said my holiday had been cancelled for non-payment, despite me paying in full the day after the invoice was sent over a month earlier. I believe the owner wanted to use the house so they just cancelled my booking, in breach of contract. They claim they lost my money in an ‘unallocated account’. I made a complaint (I am still waiting for a response 3 weeks later) and they have found and refunded my money but no one explanation of why they didn’t even tell me the holiday was cancelled. Absolutely useless.

I am lost for words, unusually, about the chaotic mess that MC has become. And about their attitude to customers. Ten days before our cottage break the owner kindly emailed us to say that the property had not been available at the point we booked it and that MC knew this. So no break. In the various interactions since then MC could not have been less interested, have been in no way apologetic and actually had the cheek to say that the owner should not have emailed us directly! No attempt to help us find anything else. No returned calls. No attempt to say sorry for causing us a huge issue. And they say that double bookings happen all the time. Avoid at all costs. There are many other holiday cottage businesses.

Absolutely utterly totally appalling. I was locked into a contract by Mulberry Cottages a year ago as a holiday home owner, having trusted my personal contact who was with them before they got taken over by cottagescom/hoseasons. She assured me it would be a smooth transition, then promptly left me to deal with a remote call centre. It's been an absolute nightmare. They haven't found me one single viable guest, and instead have double booked my house twice this summer. They ignored my immediate messages to cancel the first booking, so I had to sort out a last minute alternative for a disgruntled guest on a Friday night as they expected to arrive the following day. Then today I got another call from a guest expecting to arrive this Saturday. Not only have Mulberry neglected to send the booking to me AT ALL (this was the first I heard of it), but they also failed to block out the rest of August which they assured me they would do after the first double booking. This guest only called me direct because he saw that my holiday home was full on my instagram feed. Luckily yet again I was able to sort out a holiday for him within hours thanks to my contacts with fellow holiday home owners locally. Never ever go with Mulberry, either as a guest or a holiday home owner. It's so very tragic but sadly predictable that their once brilliant service has gone downhill so quickly. I'm getting out as soon as my contract expires. Soon!

I am a cottage owner and made the fateful error of listing my property with Mulberry Cottages. NEVER have I come across such shockingly terrible customer service. You wait interminable hours waiting 'on hold' when you want to reach them. Emails are NEVER answered, their pricing is all over the place, and they lock you into lengthy contracts citing painful penalties to be extricated from. I have even tried to contact one of their directors and he hasn't had the decency to contact me. No surprise there. If you are a masochist who loves pain and misery, go ahead and book your vacation with Mulberry Cottages.

The worst customer service- My mum booked a house for next weekend, the balance wasn’t taken from her account- when she finally got hold of someone from Mulberry she was told the owners had cancelled, Mulberry didn’t think to let us know- I do understand why the owners would want to cancel but Mulberry need to be informing us- disgusting customer service and now will have to probably battle to get our money back having looked at peoples reviews!!

Took £2000 from us for a UK cottage break, had double booked us and won’t respond now to refund it. Complaining to ABTA

We are in Australia & had a holiday booked to Dungeness. We booked accommodation through Mulberry Cottages & paid our deposit. Unfortunately, due to a pandemic that we had no control over, our flight to the UK has been cancelled & we will not be travelling in the foreseeable future. However, Mulberry Cottages seem to think we are responsible for the pandemic, as they refuse to engage with us & are not responding to the numerous emails sent to them. They are obviously under the impression that if they simply ignore overseas customers we will just give up & they can keep our deposits. I have never come across such appalling customer service. Everywhere else we had booked returned our payment without question. Why do you think it is ok to behave this way?

Booked a week's holiday in a Dorset cottage on the Friday. After months of lockdown, was so looking forward to a week in the country with family. Booked holiday time from work etc. Then received a call direct from the owner on the Monday saying it was an error and the cottage not available. Have been trying for 2 days to find out whether this is correct. Mulberry don't respond: customer service just say it's been passed onto 'another team'. There is no other number to call, no one to speak with. So I don't know whether the holiday is happening or not and have been given no idea when someone will reply. Disgraceful service. I want my money back.