Sallyscottages Reviews 

A total disrespect of customers and a total disregard for the law. Sally's Cottages are illegally holding on to people's deposits and only offering a change of dates.

They are acting as if it's nothing to do with them and that it is the owner's decision whether or not to refund deposits which we all know is totally wrong.

Sally's Cottages will now face several claims through the small claims court (ours included) which they will have to pay because they haven't got a leg to stand on. They will also have to pay the legal expenses of each claim so will learn a very hard lesson in business - treat your customers fairly or expect to pay for your poor decisions.

Let's just hope they survive as a business long enough to be able to pay the deposits back...their reputation in the Lakes will be in tatters long after the virus has past. People have long memories when they are ripped off.

Do not book with Sally’s Cottages!!!!

Booked for a 1 weeks holiday at Greystones in Keswick for 4.4.20, booking was made back in November. I was notified as expected due to the lockdown that the holiday could not take place, I asked for a refund as we cannot commit to another date. I was to they would not refund no reason given as to why!

I now have no way of contacting Sally’s as they have blocked my emails, they have made no contact with me to try and resolve the situation and continue to sit on my £815.00!!! thank you for refunding the £200 damage deposit.

So I would like to quote this part of your T&C

15.3 Where the Company cancels a Booking due to the sale of the Holiday Accommodation, on health and safety grounds or in accordance with clause 10.3 or where it considers it necessary to do so to safeguard its business interests and goodwill, the Hirer shall be entitled to a refund of the Price in full where the Booking is cancelled before the start of the Hire Period, or of a proportion of the Price (equivalent to the proportion of the Hire Period used up to the cancellation date) where the Booking is cancelled during the Hire Period.

I look forward to your response on how you are going to move forward with this matter.

Was basically forced to take another date after been told if I didn’t turn up while lock down was about to start and None essential travel was at the time banned ,I’d loose holiday /money ! Now I’m in the position if lock down is still on going then I loose holiday/money! I bent over backwards for them
To hold on to my money which I never asked for back until this was all over but nope wasn’t enough ! I had to fight to even get a new date after been told come or basically tough! If my new date comes and things are still the same I will NOT just give up my hard earned cash I will fight back! Appalling treatment and greed of loyal customers !

WARNING:DO NOT BOOK WITH SALLYS COTTAGES...Sally's Cottages cancelled my holiday for the end of May due to lock down.They have refused to give me my deposit back.This was a Christmas present for my family.My son, daughter's and their partners are low paid teacher's so can only go in school holidays.Sallys Cottages have advised me to rebook another date and have stated they are making an exception in letting me book for 2021.Only problem is that the school holidays are already booked up for the cottage I paid my deposit on next year too.They are still refusing to give me my deposit back.So much for helping out NHS and key workers.I am single and work as a Clinical ward sister.I work hard for my money and this holiday took me along time to save up.I feel completely let down by Sally's Cottages for their lack of compassion in these unprecedented times.By keeping my money this will mean my family won't get their Christmas present from me.This was also going to be my first holiday in six years,and only for a three night break.Sally's Cottages are thieving from my empty pocket at a time when working for the NHS is draining and exhausting. Avoid this company like we are all avoiding this plague☹

Through a really difficult time I have found Sally's Cottages (and the owner of the cottage we had booked into) more than fair and reasonable.

We accepted an offer to move the date of our booking and were pleased to be given this option for a booking slot that was suitable. I hadn't taken insurance at the point of booking so had expected to lose my deposit. I felt that given the circumstances they handled things well and prioritised their customers’ needs appropriately.

I can’t imagine what it is like to run a small business at the moment or live in an area dependent on Tourism.

I have used Sally’s cottages before and they were excellent then too.

We’ve booked with Sally’s cottages on at least 6 occasions over the past few years, staying at several properties in Keswick. Always been very impressed with level of service and cleanliness / quality of accommodation. The only issue we have ever had was a key safe being jammed and someone came over to fix this very promptly. We were booked for a week in May to coincide with Keswick Mountain Festival. As the event has been postponed and concerns over whether travel restrictions would be lifted by May, we requested a change of dates. Automated email explained that they were prioritising contact with people due to stay over the coming weeks first so may be a delay in responding. Within a week I received an email confirming revised dates were available and when I confirmed to go ahead I received confirmation email the next day. Despite difficult circumstances I’ve found the staff to be as helpful as ever and would have no hesitation using again or recommending to others.

Just wondering when i may get any sort of response from Sallys Cottages regarding our booking in May???? Despite emailing them several times and leaving a message on their answerphone BEFORE THEY SWITCHED IT OFF!!!! Their response to any question is to tell you to email them BUT THEY NEVER REPLY. Absolutley disgraceful customer service at a time when people are at their most stressed. DO NOT USE THIS COMPANY.

DO NOT BOOK WITH THIS COMPANY. No refunds offered during coronavirus lockdown, appalling service. The company have kept nearly £1500 for a holiday we aren't allowed to go on due to the government rules, we cannot move dates as we had booked this break to spread my mothers ashes on the anniversary of her death - missing out on this is difficult enough without having to deal with poor customer service. Sallys cottages say the property owners will not refund however we have been given no evidence that this message is from property owners and with the number of other reviews I believe this is a lie - there would not be so many other complaints if this were the property owner's fault. We should not have to rely on insurance. They should be using their own insurance to cover costs.

Facebook--Sally's cottages covid 19 support group
Please join this group. Sally's cottages cannot keep treating customers in such a disgusting manner

They are refusing to refund my 80 year old and 78 year old parents a £190 refund because they are following government and NHS England guidelines by self isolating because they have between them heart failure COPD and diabetes

Shameless company can’t believe the way they’re treating people shame of the Lake District

Absolutely disgusting and disappointed that Sally’s are trying to profit from COVID-19 outbreak. Refusing to refund money, only offering to transfer cottage to a later date but with a 100% increase due to stating “ peak period “ only other option was to transfer to same date 12 months in advance but would retain the money. Policy is pay 50% on booking and balance due 6 weeks before travel, so how can they be allowed to keep all your money for up to 12 months.

AVOID!! Shame zero stars isn't an option.
We booked a cottage for travel on 27.03.2020 to 30.03.2020 and were advised by Sallys Cottages due to the Corona outbreak we were not able to stay which we fully accept.
We inquired about moving the date which Sallys advised they were able to do, however we would be expected to pay an additional 100% of the original booking fee of £260 up to over £520 as we were not prepared to move the booking a whole 12 months into 2021. When queried why the move wasn't at nil cost since we were not the ones to cancel we were informed that the summer months are a peak time and the cottages cost more during the peak times. Apparent that neither you or the cottage owners care about the guest being out of pocket.
What comes next from Sallys is a complete refusal to acknowledge that they have breached their own terms and conditions and are refusing to provide a full refund. We have been repeatedly advised to claim on our own travel insurance which we would not be covered for. Had we cancelled our trip I would not expect any money refunded. Sallys cancelled our trip therefore we are legally entitled to a refund in full.
Sallys have made the statement that if they refunded everyone then the cottage owners might not be in a position to offer any cottages in the future. Plainly only interested in their own business and not remotely concerned our the financial impact on their customers.
I personally will be lodging a claim via the courts to recover my money and also any costs associated.

Utterly disappointed in you My parents booked a week with you in May and following NHS England and government guidelines cancelled because they are vulnerable with a lot of medical conditions. They cancelled by phone and by letter as they are not good on the internet and have a unreliable WiFi signal. You owe them £190 they are both nearly 80 years old shame on you they need that money for food and to pay their bills

No word from Sally's cottages

We have a cottage booked in the Lakes at Easter and have emailed Sally's cottages at sally@sallys cottages.co.uk advising we are not covered on our travel insurance and requesting that we rearrange the booking as they request on their website but as yet not had any personal response from them in over a week now. . We appreciate that these are difficult times for everyone but we've been advised by other companies that we've made bookings with for May this year that they have cancelled them and the companies have refunded our money paid to us. . Sally's have shown no such concern and not contacted us or taken any action other than the unhelpful information on their website.
It cannot be right that the cottage owners keep our £1,000 paid for the cottage when we are prevented from travelling. It is unbelievable that Sally's cottages do not appear to be prepared to refund our money, having read other reviews on this site, when it's not our fault we cannot travel. If only they would contact us to advise the position....!! ! Morally its completely wrong that the cottage owners get to keep our money and provide nothing in return. Sally"s cottages stance on this is shameful are they do not appear to be acting honourably . We have used many cottage companies over the years and been very satisfied with them but NOT this time with this company!
Caroline Gooder

I’ve never wrote a review in my life and this occasion warrants one. My family and I were due to stay in a Sally’s cottage in the Lake District this weekend 27-30th March for my mums birthday. Due to coronavirus, we are of course not allowed to travel and contacted the company to cancel or hopefully change dates to when we are allowed to once again live our lives! Sally’s doesn’t offer a refund for this situation nor would it let us rebook another date instead. Thank you Sally’s for taking our money, showing no common decency or understanding for the situation. I understand they have a business to run however they still would have had our custom if they offered the chance to rebook another weekend. It’s a shame as we visit the Lake District very regularly and use a lot of Companys to book cottages to stay in. It certainly will never be Sally’s Cottages due to their poor customer service and quite frankly heartless attitude.

I booked a holiday with Sally’s cottages for the beginning of May this year. Obviously with the current situation everything is being closed and cancelled I am unable to go. Every other booking I’ve made I been given my money back. NOT this company they told me it’s my problem and to go through my insurance.

I want as many people as possible to know how nasty this company are and I for one when booking next time, will avoid Sally’s Cottages.

Hi sally i just want to let you know I'm very disappointed with your response to the coronavirus pandemic which has forced the government to halt all travel throughout the country keswick included
as i am due to travel to one of your cottages this fri 27th march i have emailed you for a full refund which you refuse to do only to offer me alternative dates but the cost of alternative dates is more expensive and you say i have to pay the extra cost your having a laugh aren't you, would you be giving a refund if the cost was cheaper i doubt it people might not have jobs after all of this and deserve their hard earned cash to help them get through all of this I'm sure your company and holiday owners will be insured so do the decent thing refund peoples money then when this is all over people can then rebook You will be relying on tourists to flock back to keswick i for 1 will not be

Disappointed that in this time, where all businesses are doing their utmost to help and refund bookings, reschedule visits etc, Sally's Cottages literally just wipes their hands of their customers, rolling out emails that don't answer your questions and being generally unhelpful. Informing us they will not refund and cannot guarantee rescheduling of bookings. I was, unhelpfully, told that they would email the owners of the cottage if I could provide dates I wanted to rebook immediately. How can you do this, when we have no idea when we will be able to travel again. £1300 for a group booking that the Government had recommended do not not happen and Sallys Cottages do nothing. I would not recommend this company to anyone ever again.

I was due to be going away on a group weekend but due to the ongoing Coronavirus epidemic and government advice about unnecessary social interaction we have taken the socially responsible decision to cancel our much anticipated plans. I have contacted Sally’s Cottages and have been left flabbergasted by their total lack of concern and immovable stance with regards their normal cancellation policy.

I understand that T&Cs are there to protect companies from time-wasters and unqualified cancellations, however, as we all know we are currently living through an unprecedented situation which requires flexibility, common sense and most importantly kindness. I myself have had five client cancellations within the last 24 hours. My business T&Cs state my clients must allow me two weeks notice for cancellations, but I would not dream of enforcing this in the current climate. It is having a major financial impact on me but it would be morally reprehensible for me to cause people to suffer further at an already stressful time just to gain me a few extra pennies.

My dealings with Sally’s Cottages were beyond disappointing and ultimately hint towards an ethos that is highly unsavoury, especially as they admitted that the cottage owner would most likely have insurance to cover their loss....

I’ve had to cancel two other upcoming holidays and the other companies I’ve dealt with didn’t even quibble given the circumstances. In addition, my email inbox is full of utility companies, small local businesses and local individuals going out of their way to offer support and solutions to our current difficulties, so therefore i find it hard to see how Sally’s Cottages’ excuse that they’re not structured to offer refunds holds much water?!?!

Dealing with Sally’s Cottages was ultimately reminiscent of being in a Little Britain sketch where the only possible outcome was ‘Computer says no...’ They told me to speak to my travel insurance. My travel insurance told me to speak to the travel company. Having read a number of other reviews I now see that I’m just one person in a long list of unhappy customers....

I would most definitely avoid using this company from here on in.