Travel Chapter Reviews 367

Me and my partner tried to book cottage for a weekend break for my upcoming 40th birthday. We checked all the details but when the booking came through it had the wrong dates. We emailed immediately to rectify it and they wanted to charge £75 "admin fee"! We work hard to save for this after a period of illness and couldn't afford this so tried to cancel and only received £45 of the £300 we paid. I'm heartbroken. We now can't afford to do anything to celebrate. Terrible customer service. I just can't believe someone would scam us like this.

Please DO NOT use this company.

Unfortunately, I cannot say our experience marketing our properties with Travel Chapter has been a positive one. The initial onboarding process was genuinely very good, but that standard gradually declined and was replaced by what felt like a clear lack of care, ownership, and accountability.

We invested considerable time and resources into working with this company. Shortly after the property went live, it became clear that we needed to pause the listing temporarily so we could revise certain details and make the booking experience clearer and more efficient for guests. We asked Travel Chapter to pause the listing, but instead they blocked all future dates from being bookable. Because we had a two way connection in place at the time, this also blocked availability across all other platforms, resulting in a significant loss of business.

Although we moved past that issue, the wider experience did not improve. Around a year later, we had a call to discuss poor performance, and it became clear that pricing had not been set accurately and needed to be reviewed. Following this conversation, our account manager seemed reluctant to offer any meaningful support, and the responsibility was left almost entirely to us. I then created a pricing structure that fit within their requirements and would have delivered sensible results for both parties. However, when I presented this, I was told to hold off and not take any further action.

Another important point is that they later suggested we move to a sole agency arrangement, despite knowing perfectly well that Airbnb generates substantially more business for us and is simply not comparable in performance. We were originally signed up on the basis of working with multiple agencies, so it is frustrating to now see that position used in a way that makes the outcome appear to be our decision, when that is not a fair reflection of the situation.

Shortly afterwards, I received a call from their regional manager, which turned out to be a call to remove us from the platform due to low performance. What was most disappointing was the refusal to properly explain why they were no longer willing to work towards a solution, despite the issues discussed and the efforts we had made to address them.

Overall, the experience started well but deteriorated significantly over time. Based on our experience, there was a clear lack of support, accountability, and willingness to resolve avoidable problems.

I’m afraid I am another dissatisfied owner - I rue the day I got involved with this company who lack communication skills, have no interest in supporting owners and apparently have ‘control of my property’ because I employed them to handle the changeovers and linen - I have completely lost confidence in them and am back to doing everything myself - the only way to make sure it’s done properly and guests aren’t let down last minute

I used Travel chapter as an agent to market my holiday let - i have to say their exposure and marketing was great however their management was absolutely terrible and ended up being very costly for me because there is a serious lack of communication or ability to get hold of anyone when you need - even though they promise it…….really poor customer relations / service

All the staff at travel Chapter have been tremendously helpful with organising our property thanks Tracy, Michelle, Andy, Kerrie, and the team

Our experience with Jaz Wills today was yet again superb . Jaz is both friendly and engaging and really supportive us as well as informative on the performance and always offers suggestions to improve .
A pleasure to spend time with . Thank you Jaz we’re glad you’re on your side to look after our business together .

We have owned three holiday cottages for nine years and have worked with Travel Chapter throughout this time. They are a very well-established holiday letting agency and we honestly couldn't be happier with the service they provide. They have consistently kept all three of our cottages busy with strong reliable bookings year after year.
The online portal is extremely easy to use and made managing our properties simple and stressfree.
Our property manager Carly Hookway has been absolutely fantastic always professional, friendly, and easy to get hold of whenever we have needed support or advice.
Overall we have been extremely happy with Travel Chapter and the excellent service they provided. We wouldn't hesitate to recommend them to other holiday cottage owners.

Tracy Marriott is very good indeed at her job. When asked, she responds promptly and effectively. We are grateful for all her help.
Ellen & Chris

Easy booking from start to finish. The house we stayed in was stunning. Welcome pack and plenty of towels, kitchen items etc to accommodate such a large group.
Would definitely use again for another booking

A fantastic stay with friends at a huge house in Newquay, 7 bed house , all the amenities close to the beach, exceptionally clean, decor and art work on point, fully equipped, games room, plush bedding and towels, couldn’t fault this break away, seamless transaction from booking to departing , we have since booked again.

Amazing experience from start to finish, easy to book, place was beautiful, had everything we needed, including a complimentary pack saving us a rush to the shop, stunning interior , highly recommend booking and will always be on my list when checking for my next break away.

Could not be better!! What a wonderful company to let our holiday cottages through for the past 20 years. We have always been extremely pleased with our bookings and have found Travel Chapter to always be supportive should we ever have any issues which luckily is hardly ever. Our property manager Carly Hookway is marvellous and always on hand if needed responding to any questions we have very quickly and professionally. We honestly couldn’t be happier and would never hesitate to recommend Travel Chapter to anyone. Jana Wonnacott

Travel Chapter you emailed me to ask me to contact you re the horrendous experience I had been through to see if you could be of any further assistance. You continue to waste my time and refuse further assistance. You ended your email back to me saying any further emails will not be responded to. You asked me to contact you only to be told yet again that you take no accountability other than a refund which has yet to transpire. You have been absolutely awful to deal with. Shame on you for leaving your customer in a very vulnerable situation with zero recompense. How utterly dire you have conducted yourself for such a large company. Awful in every sense of the word.

We had a meeting with Kayleigh from Holiday Cottages who was extremely friendly, knowledgeable, professional and personable.

We booked Seaside Apartment (Flat 16) Horizon View, Westward Ho! through Holiday Cottages.co.uk, which is part of The Travel Chapter, paying £1056 for a weeks stay in September 2025. On arrival, the bedding was stained and clearly not changed after the previous guests. The property had broken bathroom mirrors, mould in the showers, a washing machine that was still not fully sanitised (after we had to run deep cleaning cycles three times), rusted towel radiators that were unusable, towels with a strong odour, a toilet seat past its life expectancy, a broken door lock, and general signs of wear and poor maintenance, with an overall lack of cleanliness. The housekeeper changed a tablecloth, cleaned the toilet seat and changed the bedding. The problems remained unresolved despite promises that the owner would address them.

The issues were not resolved during our stay. The owner cited personal reasons for inaction and did not have any contingency plans. They have refused to refund £21.19 for cleaning materials required for us to make the apartment somewhat cleaner, despite receipts. Partial compensation (65% refund of £686.40) was offered only after lengthy negotiations once we indicated we would pursue legal action, even then this was not the full amount we thought was appropriate (75% given the state of the apartment).

Our experiences with Holiday Cottages.co.uk / The Travel Chapter have been disappointing. When problems are reported, they do not resolve the issues in our favour, even when clear evidence is provided. The complaints process is inconsistent and unprofessional. We had emails from multiple handlers who seemed not to be aware of previous correspondence. Communication was slow, and accountability was lacking.

Holiday Cottages.co.uk initially refused to provide the property owner’s contact details for us to pursue the claim, citing “data protection,” and only released them after we reminded them of their legal obligations, given the contract is with the owner, not Holiday Cottages.

It’s also worth noting that The Travel Chapter operate under multiple brands, including Holiday Cottages.co.uk, which may not be immediately apparent to customers. Always check when you're booking.

Overall, their customer service, complaints handling, and approach to guests fall short of what you would expect from a reputable holiday company. After two poor experiences, we will not be booking with them again and would advise others to consider carefully before doing so.

Update 04.11.2025: After posting my review and sending a final demand for the outstanding £21.19, this amount has now been paid. While the refund was eventually received and accepted, the process of getting back what was owed was unnecessarily difficult and time-consuming.

Based on my experience, I won’t be using any of the Travel Chapter’s brands again and would encourage others to consider their options carefully before booking.

We have been with Travel Chapter since 2021 and in that time the company have extortionately increased their prices. They are constantly making mistakes, that we end up having to pay for in the end. They have varying handling fee charges that were not there before (literally miney for old rope!), they increased their monthly payment from approx £43 when we started to 4 years later and are now £96: ready to go up again! They also increased their monthly fees. Their commission on each booking is 19.5% which you would think would cover more than it does. The amount we get has decreased, the number of bookings we get looks the same but the book 3 days bookings, so it looks like they have got the same but in reality it is a LOT less. I wish we had never signed up to them. I would highly recommend going with Sykes or one of the smaller companies. Just to add, we are not second home owners, our house is our only home but live in work accommodation. Do not be fooled by the websites the care that you get as a homeowner is SHOCKING. They do NOT look after you.

Very poor company to deal with. I had a new rep every six months. They were persistently unavailable to owners and made no effort to convert enquiries into bookings. They pretend to be interested in in you. They ask you for a review on their terms and don’t make any effort to improve. Stay away!

As a previous host has said one star is too many.
Awful Company to deal with as a host. Their calendar is completely unpredictable, double bookings with other platforms left right and centre. Then you get charged for their lost commission even though it’s their Calendar! They have change and lowered my prices without any discussion, they don’t adjust peak prices to cover the holidays.
No control as an owner, and no info on guests. The app has no information and the website doesn’t work for
Owners either. I have to ask”permission “ to unbook/ book off their platform,Despite being listed elsewhere before them.
They have listed my property on other platforms I already list at a lower rate then charge higher commission. I’ve asked to Leave as its cost me thousands in lost revenue and they want to charge me a£500pet property exit fee. My area manager barely responds to me, apparently it’s all my fault I dare list elsewhere! Avoid at all costs if you are considering them as a platform .
I’m considering getting lawyers involved it’s that bad.

Would rate no stars if I could. Tried to amend a booking totally impossible they just ignore your emails then tried live chat and left me hanging for 20 minutes. Just cancelled in the end as the easier option. Why would anyone not just book with booking.com you can amend and cancel free of charge right up until you go. I feel sorry for the owners they just lose a booking. Avoid! Plans change you have no hope of changing anything with Travel Chapter they just take your money and run!
This is my review as a potential guest. I have previously given a review as a previous owner. Both at one star! Needless to say we won’t ever book with Travel Chapter again and certainly would never have a cottage with them either!

Booking reference is 3791040.

Also they send the below email and you never hear a thing. Basically they don’t want you to change the booking because they keep your deposit if it’s more than 63 days till you go otherwise they keep the lot. Also they just resell where you’ve cancelled. Owners never get paid twice holiday cottages take it. I could go on …

Update: did receive a reply to amend the booking at 5 4/10 but had already cancelled the booking by email two days previously so had to reply saying it had already been cancelled. It would help if emails were acknowledged with an instant reply saying email received and being looked into. As it stands it simply appears you are being ignored.

Very supportive account manager, great media coverage. Very happy with the number of bookings we have received over the past several years