Trip tots delivered a crib for our infant. It was a huge relief to have this item delivered and picked up from our location and I was satisfied with the quality of the item. Some ways they could impr... See more
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A huge thanks to Tots to Travel for our second holiday with you. Once again your customer service was first class. Despite the Covid-19 pandemic you treated us brilliantly and supported us to find s... See more
Fantastic service from start to finish, very knowledgeable staff who’d help you choose what’s right for you and your family and not just the most expensive. Fabulous extras for anyone with small child... See more
Company replied
Top rate, Salema Beach in the Algave. Your suggestion of 2 adjacent villas in this holiday resort was spot on. For 7 adults and 2 toddlers we couldn't have wishes for anything more. Your attention... See more
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Company details
Information provided by various external sources
Provides stylish, handpicked holiday homes, villas & resorts fully-equipped for families with under 5s
Contact info
The Hub, Blackfriars Street, PE9 2BW, Stamford, United Kingdom
- 0800 014 2270
- enquiries@totstotravel.co.uk
- www.totstotravel.co.uk
3.8
Great
498 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
How this company uses Trustpilot
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Great family holidays
Easy to use website and lovely properties. We have used them before and will continue to do so as really well geared up for families
June 27, 2020
Unprompted review
Reply from Tots To Travel
Thank you very much indeed - it's so lovely to have a return customer say nice things! Much appreciated by the whole team here.
Refused to refund deposit even though we cannot travel due to FCO advice
I booked our first family holiday in January before the pandemic. My colleagues gave positive reviews for Tots to Travel so I booked with them. I put a £100 deposit down on a villa in Portugal in August.
Due to Coronavirus, FCO advises against all but essential travel to Portugal. Tots to Travel have refused to refund my deposit. They say that my deposit is not refundable no matter what the circumstances are. The circumstances are that I CANNOT travel to my destination due to FCO advice. This is not my fault. I understand the pandemic is not their fault either but they have my money and they have given me nothing in return.
How companies behave during this pandemic will shape them going forward. I will certainly not be booking anything with Tots to Travel in the future. My deposit was only £100. Any future booking would have been many times that amount. Very short sighted company.
Update:
Jet2 have given me a full refund for my flights (£1,300!). Tots to Travel have a lot to learn about customer service. Tots to Travel have also refused my colleague a refund. Looks like they just don’t do refunds. Buyer beware.
June 12, 2020
Unprompted review
Reply from Tots To Travel
Hi Lisa
Thank you for your feedback. We're really sorry to read that you feel dissatisfied with the way we’re handling your request to cancel an August booking. The impact of Covid-19 has been wide reaching and we do appreciate that the disruption caused to travel has left people feeling disappointed and frustrated. We have worked, and continue to work, really hard to overcome as much of the disruption as possible and to find sensible and fair ways to resolve what we can.
With regards to your specific booking, it's currently premature to assume that the FCO restriction will prevent you from travelling to your accommodation in Portugal in August. There are updates to travel on a daily basis at present (15 June) and we couldn’t with any certainty guess what the situation might be in August. It’s widely anticipated that the FCO will lift the restriction on travel in the near future but we don’t have any further information than that which is available to everyone else.
However, we do appreciate that there are families who will be apprehensive about the prospect of travel and this may well apply to you. We are therefore offering anyone with a booking in July and August the option to reschedule their dates to a future date if they would prefer not to travel in the near future regardless of travel restrictions be in place or not. This option applies to your booking.
For those not wishing to reschedule their booking, we are extending balance due dates until 14 days prior to date of departure to give as much opportunity as possible for people wishing to travel to do so. This is also an option that is open to you.
It is our hope that with these options open we are able to meet the requirements of families whichever viewpoint they hold.
These options with full details have been sent to all customers with bookings in July and August 2020 via email. I’m unable to look at your specific account as we don’t have a full name in the review above, but please get in touch with us if you think you might not have received this email.
If you wish to cancel your August booking at this point, I’m afraid your deposit will be non-refundable and this is line with our standard terms and conditions that you agreed to at the time of booking.
I would suggest that perhaps the best option if you don’t wish to travel is to opt for a reschedule, or if you’d prefer, delay a decision and wait and see if the restriction to travel is lifted so that you are able to take up your booking as planned.
Thank you again for taking the time to leave this feedback.
I do hope this helps and please do let us know if you’d like any help with either of these options.
TtT..... thoroughly good even under Covid!!
TtT have always been about as good you can get through our dealings with them and, having felt it wise to cancel our holiday to Portugal earlier this year, they provided a full refund which will enable us to book again at a safer time. This took three or four months from the date of booking but the important thing is that we received it.
During my e-mail discussions with them I was occasionally guilty of a little impatience as, for a while, I thought I might be getting the 'runaround'. I had nothing but politeness in return and shouldn't have doubted them.
So we will be happy to re-book with them and their lovely team!
June 5, 2020
Unprompted review
Reply from Tots To Travel
Thank you for this really wonderful review - and apologies that the administration of your refund took so long. We do look forward to helping you again - and indeed of course to things returning to some form of normal so that everyone can enjoy a family holiday. Thank you again.
HAVE FULL…
**Editing: Tots to travel have just announced rebooking option. Good to know the have listened to their costumers and offered a solution.
Thanks!**
DO NOT BOOK UNLESS YOU HAVE FULL CANCELLATION COVERAGE.
In the case of covid-19, Tots to travel have left us the customers with no solutions, zero understanding of people loosing their jobs, and provide just robotic answers. Hiding behind "it is not recommended to re-book in this uncertain times" is really just trying to dismiss us.
We lost all the money well spent on a vacation we can not go to.
All other travel companies that we were going to use on our upcoming vacations have offered refund/er-booking for free.
Only Tots to travel left us with no help needed.
Definitely would not recommend.
Edit due to CEO reply:
When I booked-it was only a recommendation to get an insurance(and I have sent you a print screen of the mail i got when i booked), and so I did- a medical insurance. Not a wise action to drop responsibility.
March 20, 2020
Unprompted review
Reply from Tots To Travel
Your capitalised advice is absolutely correct- no one should book without full insurance coverage and in fact, it is a condition of your booking that you do. You did not. Our advice as per my other replies and in our conversation with you today remains the same, however by not having insurance you have put yourself in this position and it is disingenuous to try and blame anyone else as loudly as you might try. People are losing jobs here too yet our team is still responding to everyone and has immediately responded to you too by phone and online. We will continue to work with you to see what we can do to help in these very difficult circumstances for everyone. Rob Shand, CEO, Tots to Travel EDIT: The advice is crystal clear and what you were sent clearly explained why you should take insurance straight away; our terms have NOT changed. I understand that we have now been able to help you in any case which is great news. Many thanks for your edited review - that is a magnanimous gesture and is much appreciated. We are doing our best to be as flexible as possible. Thank you again.
Concerning
I have asked to rebook my holiday due to cancellation caused by the Coronavirus. I have been denied this and told to contact my insurance company. I understand not offering refunds, but since I gave this company my money ( a large amount) I feel that they should be doing more to help and not just moving me on to another company.
March 20, 2020
Unprompted review
Reply from Tots To Travel
I appreciate your review is a response to our advice rather than our customer service. We have been in touch with you to explain further. We ARE doing all we can to help and are offering you what we genuinely to be the best possible advice currently - the same advice we are giving our own families and friends. Moving your booking as things currently stand is doing you a disservice on two fronts; what you wish to move to may not be there in a year's time, nor the airlines to get you there - it really is all that uncertain. I know no-one wants to hear or believe that, but it's quite possible. You also risk having your insurance cover invalidated. We can't be clearer than this - use your insurance (understand that they are busy too) and be in a position to re-book whatever you wish to only when it becomes safe again to do so. I wish I could advise you on when this will be, but no-one can. I know this is not a conciliatory response but I feel it is my responsibility to be as direct and clear as possible. Rob Shand, CEO, Tots to Travel
Yes very good company.
March 10, 2020
Unprompted review
responsive to queries
Very helpful throughout search and booking process. Responded to emails very quickly and helpful on telephone
March 4, 2020
Unprompted review
We have had excellent service and help…
We have had excellent service and help booking our holiday
March 4, 2020
Unprompted review
Extremely friendly and helpful team
Extremely friendly and helpful team in finding the ideal holiday location for our family. So many child friendly options at many of their properties, can’t wait to go on the holiday!
March 2, 2020
Unprompted review
Wonderful holiday website for parents of younger children
Wonderful website which answers most questions parents of little ones have about holidays and amazing staff who are reassuring and kind as well as professional - a difficult balance.
March 2, 2020
Unprompted review
Reply from Tots To Travel
Thanks so much for the lovely review, I'm really glad to see Charlotte could strike this balance and made everything so much easier!
Eleanor
Detailed and helpful website for…
Detailed and helpful website for booking holiday.
March 1, 2020
Unprompted review
Reply from Tots To Travel
Thanks so much for the great review!I'm really glad the online booking experience was so easy for you - have a wonderful time when you go!
Eleanor
Excellent customer service
February 28, 2020
Unprompted review
Reply from Tots To Travel
Thanks for the 5-star rating, I'm really happy to hear Rachel was so helpful!
Eleanor
Had the best booking experience with…
Had the best booking experience with Tots to travel, they responded to my holiday enquiry within 10mins. They were pleasant through out the whole booking process. I hope the destination is as pleasant as they are. Would definitely be booking my next family holiday with them. I felt secure booking through them especially as I haven’t travelled abroad much.
February 27, 2020
Unprompted review
Reply from Tots To Travel
What a lovely review, thank you so much! It's great to see that the team got back to you so quickly and that they were so helpful in getting your reservation sorted. Have a fantastic time when you go and please get in touch if there is anything our service team can help with at all!
Eleanor
Really helpful and lovely
Really helpful and lovely - would thoroughly recommend
February 25, 2020
Unprompted review
Reply from Tots To Travel
Thanks so much for the 5-star rating! It's fantastic to see Rachel was so helpful in getting everything sorted out for you for this summer. Have a great time in Mallorca when you go!
Eleanor
Excellent service
Very easy booking with all queries answered quickly.
February 25, 2020
Unprompted review
Reply from Tots To Travel
What a lovely review, thank you! I'm really happy to see Victoria was such a big help in sorting out your family holiday. Have a wonderful time in Mallorca when you go :)
Eleanor
Reply from Tots To Travel
Thanks so much for your kind review! I'm happy to see Charlotte and Victoria were so helpful.
Eleanor
Lovely service so far!
February 24, 2020
Unprompted review
Reply from Tots To Travel
Thanks for the 5-star rating - it's great that Helena could get your reservation sorted! Have a lovely time in the Canaries when you go.
Eleanor
Very friendly service and really…
Very friendly service and really helpful. My booking took no time at all and I’ve had a number of emails following to confirm the booking and book the things that we will need once we arrive with our daughter which is fantastic.
February 22, 2020
Unprompted review
Reply from Tots To Travel
Thanks for the kind review! I'm really happy to see Rachel was so helpful in finding your perfect family holiday - I hope you have a wonderful time when you go!
Eleanor
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