Mulberry Cottages Reviews 112

I wish we had read these reviews before booking a holiday rental with mulberry cottages.

We’ve had nothing but issues from when we paid the deposit last January.
Whilst processing the deposit, we were told deposit of £570 had been declined 3 times. When in fact they had taken £570 three times from the account. It took over two months to get the extra £1140 refunded back. Not an ideal start.

We have booked a place in Kent for the whole extended family for Christmas and was due to pay the balance this week.

We have phoned and phoned and phoned dozens of times to their “sales team” no one ever picks up, so we tried to get through on the homeowners number which worked as someone picked up but was told we had to go through to the sales team, which kindly put me through to but it rang out yet again with no answer.

I went back through to the homeowners line and was promised someone would call me back which they did and I tried to pay the balance and lo and behold they said it had been declined. I decided to not try again in case the same fiasco happened again with the multiple deposits so I said we should wait until I can confirm with my bank that in fact the deposit hadn’t been taken before we tried again.

Since reading the awful reviews on here I reached out to the homeowner of the property as the property is advertised on air bnb but he wasn’t interested in the slightest and claimed that mulberry cottages are denying taking the multiple payments despite the fact it would take two seconds for me to screenshot the multiple emails and the bank statements from January.

I’m not feeling confident about our trip at Christmas at all.

We hired a cottage in Elham. A group of five of us go away together most years. We would never book with Mulberry cottages again.
One bedroom had a flying ant infestation.

Lack of smoke alarms

We had to wash crockery, glasses and cutlery before use

When we stripped the beds as we left
Pillows and quilts were not clean. Appeared old and stained.

One mattress very very hard.

They have not responded to our comments

Otter house/Buckland house. We stayed at this house a month ago for a special occasion, it was not cleaned to a satisfactory standard. The kitchen in particular was very dirty, we did complain upon arrival and the next day 2 cleaners turned up and gave it a quick clean, we did not want them there for hours as we had only rented for the weekend. It was disappointing, we have never received an apology from Mulberry Cottage, we find it strange that you are unable to leave reviews on their site. We would never book with them again.

DO NOT BOOK THROUGH MULBERRY COTTAGES.
Not only did I find them disorganised but their property management led to a holiday experience that I would not wish upon anyone.

OUR HOLIDAY WAS TERMINATED AFTER JUST TWO DAYS, on unreasonable grounds and Mulberry Cottages DID NOT OFFER A REFUND.
The termination was due to the owner, not Mulberry cottages, however I feel they are responsible for this in part due to having a property on their books which is clearly not ready to be let, their poor management of the booking and property owner which may have avoided such a situation and their lack of consumer protection.
In their booking terms and conditions are unfair clauses which technically state that they are not responsible for a misrepresented property; if you were to arrive and discover a pig stye instead of a mansion they are therefore not obliged to refund you. As well as a term stating that the owner can terminate the let on no reasonable grounds and that they are not obliged to refund you. Which is what happened to us.

We even had to fight for a refund which we only received after the owner sought legal advice.
I would advise anyone to book with a different agent to save themselves a truly traumatic experience.

Booked this on line and recieved a reservation email that I filed.

Nearer the time, I pulled it out this email, to get the details and found it was merely saying that I had only reserved and they would be in touch with a confirmaton, They did not take payment, depite takign all the credit card details, during the 'booking'.

It emerged thaat they 'left a message' to say the cottage owners haad refused the booking (possibly because it was only two nights, not three...).

They did not send a further email, and I have no record of a voicemail,

We now have nothing available for our weekend .

Beware, despite a website front end that looks like you are 'booking' accomodation, you are not and cold be let down...

I booked a large house in the Cotswolds marketed by Mulberry as Cerney House for our 3 generation family holiday. Although in an attractive location the house was very disappointing with many faults, eg plug sockets not working, a shower not working, swimming pool cover torn to shreds, not enough crockery, barbecue broken. A caretaker in a cottage next door was constantly harrassing us. The final insult was that we saw a fake entry in the visitor's book covering the period we were there saying how wonderful everything was. I complained to Mulberry but received no response.

I booked my cottage holiday with Mulberry cottages in January 2019
I received a phone call after booking to say the price quoted was wrong by £200 which I then agreed to pay. The Final balance was paid in May 2019, the holiday was due to start on 28th July.
I recieved key details on sunday 21st July then at 16.38 onFriday 26th July I recieved a voicemail to call them, which I did straight away and was kept waiting on the phone before an operator picked up. I was then informed the property had been double booked and it was occupied on the date my holiday was due to commence. I asked how this could possibly happen and was told they had no idea and were trying to relocate me, which I refused, I reiterated how could this of happened and again told they had no idea, I asked for a refund of all costs and sent an email saying how disgusted and disappointed I was. The following day I recieved another phone call saying that the owners had booked these people in and that they were leaving on the Sunday which meant I could delay my holiday by one day but they would have to checkto see if it was available????? Two hours passed then a phone call stating the cottage had been rebooked and that my money had been refunded on the Friday and there was nothing else and goodbye.
I have booked many cottagesin the past but this company and the new parent companies do not deserve anybodies custom.
They do not seem capable of running bookings and there customer service is appalling.

I agree. I didn’t know they had been bought out. I’ve booked with them for years and always been able to rely on fantastic properties. Just spent a week in the Cotswolds only to find the house shabby, tired, dirty and completely different to how it looked in the photos. Basically totally not a Mulberry Cottage property.
I’ve tried to contact Mulberry to give feedback and been ignored.
Now I’ve have an email from Cottages.com asking me to review my stay. I didn’t book with them. I’ve never heard of them and had no idea this wasn’t a Mulberry Cottages property. It was sold to me as one. Really, really disappointing.

If I could give zero I would. Mulberry used to be good. They sold out. Someone made a lot of money. Now they don't give a toss about owners or customers. They are totally appalling

I can only agree with the recent reviews. There is something very wrong with this company. We have now had two bookings with this company go wrong, due to apparent issues between Mulberry and the owners of the property. Last week we agreed a rental at a price, only to be told that the price was wrong and nearly in fact double. No attempt made to rectify the problem, they just hide behind the booking conditions which basically say that they are responsible for nothing. It goes without saying, I will never use this firm again, and counsel others not to do so.

This is a con. The prices are not as advertised, you have to call them only for them to quote something significantly more expensive and claim that they have the right to do so.

Wish I could give no stars!
If you want to be let down and all your party disappointed then this is the company for you!
We booked a property, paid a deposit and got a confirmation email.
The next day we got a call- sorry but the has been a mistake in the pricing! its actually nearly three times the advertised price!
apparently their terms and conditions allow them to do this. I wonder how often they do it?

Terrible customer service from Mulberry cottages.

They charged me an additional fee after I asked them to check with the owner if I could have additional day guests for my 40th birthday party, but didn't mention anything about the fee until I'd paid the full balance and it was too late for me to cancel. It's not in their T's&C's, on their website, no one mentioned it to me when I made the request that they contact the owner. I managed to negotiate them down a bit, but they couldn't care less that they'd not mentioned it might be required.

On arrival at the property, it wasn't as clean as it should have been. We took photos.

We left the property in a superb condition - better than we'd found it - yet I received an email the next day telling me I'd broken a cafetiere, left all the windows open, damaged a skylight (?!), left the oven on and that the place was covered in glitter. They didn't send photos. I rang them up, absolutely livid, and pointed out that we had NOT left it in that state, plus we'd already paid an extra fee for additional cleaning/wear and tear so they shouldn't be charging me ANOTHER fee anyway. They then sent me the photos - no proof that they'd been taken after our stay, just attached to an email. We sent them the photos we had taken of the cleaning issues we'd found when we arrived and Mulberry Cottages then replied to say they'd waive the fee, but telling us off for not sending the photos earlier. How magnanimous of them, but no mention that WE DID NOT CAUSE THE DAMAGE!!

The next stage in this saga involved me receiving a phone call from the owner of the property, who apologised profusely for the cleaning problems when we arrived and then said that Mulberry Cottages had completely confused the issue by sending ME the damage email that was meant for the previous week's occupants!!! The owner was as livid with them as I was, we resolved everything between us and I sent an email to Mulberry Cottages to point out their mistake and express my absolutely exasperation with them.

I have yet to receive even a reply, let alone an apology.

I definitely would not recommend using Mulberry Cottages to book your holiday!!

It's a pity I can't review the actual property i stayed at, but i'm happy to give Mulberry Cottages 5 starts as i was very happy with the service they provided. Helpful, informative and i would highly recommend using them for cottage stays in the future.

Kiln Farm is just perfect! The Dairy is even better than the photos and I wish I could have stayed for a year. We've really enjoyed the tranquil surroundings with new born lambs and bluebell walks. Lucy and Will are super nice and helpful - nothing has been too much trouble.

Slow to return deposit but booking was easy and straight forward. I wanted the postcode of our destination much earlier than Mulberry cottages were willing to release it. Final details of the visit would have been helpful a month beforehand rather than less than two weeks.
The quality of the “cottage “ booked was excellent and more than lived up to expectation.
I shall use them again

Very pleased with the service from Mulberry Cottages - all went perfectly. Accomodation we stayed at was excellent.

We have just had a fantastic weekend at Ramsgate. We rented a 2 bedroom seafront apartment . number 1, Wellington Crescent. Really great location. Well kitted out, comfortable beds in nice bedrooms. Good wifi. a cock stride to the beach and to the tow centre.
A proper kitchen if you wish to cook during your stay.
A huge bonus was the rooftop terrace, fantastic, a proper terrace, not a balcony. Lot's of seating and even better views than those from the flat.
Connor the owner was also most helpful. We will be back!

We will be back.

Nice. Clean Charming. Grate host. Close to train and good pubs. Nice river to walk very near.

Great location and easy access .we appointed would stay again