Hoseasons Holidays

I am writing this review on behalf of my father, who has been a loyal customer of Hoeseasons for over 40 years.

Until recently, he had never encountered any issues or needed to make a complaint. However, his recent experience with a houseboat rental has been nothing short of appalling, and the subsequent customer service has been even worse.

The houseboat had numerous serious issues:

Broken locks on the toilet/bathroom and front door, compromising safety.

Severe rot throughout the entire houseboat, from the bottom upwards, including a collapsing walkway and a rotting balcony—both acknowledged by the owner and manager.

Shower tray in terrible condition (admitted by the manager but left unfixed due to it being bespoke).

The whole site was covered in sludge due to excess water, which was reported but ignored by the manager.

These issues were not mentioned in the property’s description when booking, and the overall condition was far below what was advertised. My father was so disappointed that he considered leaving on the first day but stayed only to avoid disappointing his granddaughter.

The complaints were made on arrival, but they failed to do anything. After returning, he lodged numerous complaints with Hoeseasons. Initially, customer service responded but quickly passed the blame onto the property owner, claiming Hoeseasons doesn’t own the property and therefore couldn’t be held responsible. They acknowledged some issues but dismissed the complaint by stating that other customers hadn’t complained—an unacceptable and irrelevant excuse.

Despite weeks of follow-up emails and deadlines given to Hoeseasons to resolve the issues or offer compensation, they have now completely stopped responding. This is not just frustrating; it’s a complete failure in customer service.

In over 40 years of holidays with Hoeseasons, this is the first time my father has had to make a complaint. Given his loyalty and the significant number of holidays he has booked with them in the past year alone, the lack of accountability and the fact that they are now ghosting him is disgraceful.

He is even considering cancelling a holiday already booked for 2025.

Problems can occur, but it’s how a company addresses them that truly matters. Hoeseasons’ complete disregard for a long-time customer and their refusal to resolve these issues or offer any compensation is unacceptable.

I strongly advise others to think twice before booking with them—our experience has been nothing short of a nightmare.

Date of experience: 13 July 2024

They rip you off if you make a mistake on your booking because they charge you extortionately to change something. Don’t book with Hoseasons if you want any help. Disgusting service.!! I made a mistake when booking a lodge and wanted to change it to a different lodge, he said by Chat message that I would be charged for doing so then changed admin fee. It was cheaper to cancel the booking which there was a fee to cancel then rebook with another company for half the price he quoted me to change the lodge. How does that work, will not use again and I will be telling friends & family not to use Hoseasons in the future.

I had lodge booked to include dog, 1 day before due to go they phone to say that couldn't have the lodge as it was not pet friendly they apparently had moved us from the original lodge that I had booked which was pet friendly into one that apparently wasn't so phone to say couldn't have it, after my protest give the receptionist her due she managed to sort out alternative lodge all what you don't need almost all packed up really not good enough.

We booked a caravan holiday with Hoseasons in Skegness, caravan site was called Coastfield. We had lot of issues with the caravan itself and parking. Firstly we were given wrong caravan. We booked caravan for Six people but we were given for 4 people. Secondly eating table was unsafe (Broken) to use and NOT enough stools to sit for Six people. There was NOT enough parking facilities for all the caravan. When we complained to Coastfields customer service we were told to talk to Hoseason. When we contacted Hoseasons, they told us to talk to Coastfields. Coastfields staff were not friendly nor apporachable. We were just passed to and fro and no one wanted resolved the situation. After we were forced to cut our holiday and return home.

We would NEVER book a holiday with Coastfields or Hoseasons again.

We booked to stay in a wales based log cabin about a year ago and paid £650 with a debit card. 3 weeks before we read the reviews and then showed pictures of dirty pillows, stained beds. We contacted Hoseasons and asked to move site. They initially said they couldn't but then agreed that at an additional cost they would change us. We paid £80 via a Mastercard to move location to Clumber Park, Worksop. We booked a 3 bed cabin with a hot tub. We received conformation and travelled.

Upon arrival we were informed that no such booking existed. The reception desk were great and called Hoseasons. They hadn't sent the booking. We discussed and I agreed to take the only available 2 bed cabin meaning we had to cancel friends who were travelling to stay with us. We agreed with Hoseasons a £470 refund.

We went to our room but lasted 2 hours. The path to the cabin had dog mess, the room stunk of wet dog. The carpets were dirty. We cut our losses and went home. We never asked Hoseasons for a full refund but rang them to ask that the £470 is paid onto our debit card. Hoseason refused saying they are required by law to pay back to the card we paid on. I agreed, the card we paid on was the debit card. We only paid a transfer fee on the credit card. The complaints gut Zak stated " I sm not willing to pay this back to any other card as it is stipulated by law" . I pointed out that the debit card was used to pay for the holiday. He replied " I am just not doing it and I am now going to stay quiet as I have nothing else to say". Hoseasons have ruined our week, caused us wasted travel and Zak, the complaints manager was just rude and wouldn't listen to common sense. We will now have to requested money back via our credit card which has no balance even though we didn't pay with this for the main holiday. The security team at Clumber Park said they have lots of trouble with Hoseasons quoting " they book out cabin 54 as having a hot tub and it hasn't. We get lots of disappointed people. We have had 3 complaints via hoseasons customers tonight.". We have booked several trips before with Hoseasons but never again. Avoid the spiraling downwards company. They may be a little cheaper at times but you risk ruining your holiday.

The consumer act explicitly states, in s34:

(7) The trader must make the reimbursement using the same means of payment as the consumer used for the initial transaction, unless the consumer has expressly agreed otherwise.

Initial transaction Hoseasons. That was my debit card. Your behaviour has been nothing short of disgusting customer service.

Booked a superior caravan at Whitley Bay,it was awful. Small, Dirty and old, also furniture was fraying

Customer service on site didn't help and Hoseasons Customer service were more concerned at getting your money and not often even replying.

Shame, as I have enjoyed loads of hoseasons holidays previously.

NEVER AGAIN, BOOK ELSEWHERE

Impossible to escalate a complaint or speak to a Manager. Don't waste your money, like me

We recently booked a four night stay in a caravan. We payed extra to book a larger, and more spacious caravan. We didn’t get the accommodation we had payed for. The caravan was filthy dirty and not as described. Customer service complaints department, were appalling to deal with and very rude.

We left early from our holiday, simply disgusting conditions.

Hoseasons haven’t even had the decency to reply to our written complaint.

AVOID!! Not interested once they have had you money.

FALSE ADVERTISING!!!

I have provided extensive reports to the Competition and Marketing Authority (CMA), the Association of British Travel Agents (ABTA) and Nation Unite, alleging Hoseasons are guilty of price gouging for bookings made in late 2021, for domestic cottage holidays due during 2022. In my case, it was an 94.5% price increase over bookings I made in 2019 (pre Covid) for holidays in 2020. These holidays had to be cancelled of course and Hoseasons credit vouchers were issued.To be clear, prices for 2020 increased by 94.5% (£99 per night to £192 per night) for 2022, for the same venue, same cottage, same booking term and for the same time of the year. Hoseasons have agreed that the increase of 94.5% from 2020 to 2022, was justified and due to high domestic demand for vacations in the UK following the tough lockdowns during Covid-19 and the availability of very limited overseas travel.They believe it was a question of supply and demand and as their pricing is dynamic and responds to different business pressures and competition, a price rise of 94.5% was reasonable. In my opinion, I see it as an opportunity to take unfair advantage of people who had been stuck at home for so long and prepared to pay anything to get away for a break. I contend that such a rise of 94.5% was way over the top and ethically contestable under the broad headings of price gouging and profiteering. My contention is that I was grossly overcharged.to the tune of £2400. No doubt many other people dealing with Hoseasons could have suffered financially in similar circumstances. Don’t be afraid to take the matter up with them or with the monitoring authorities!

We were loyal customers of hoseasons for 20+ years booking at least 2 trips per year, but we will not use them again. We recently booked a lodge for 3 nights to attend a family funeral, but left after 1 night as it was not as advertised, filthy dirty, freezing cold (no heating) shower not working etc. When we complained to hoseasons they decided to side with the owners. Bad move hoseasons.

We hired a boat from Clifton Cruises via Hoseasons in October 2022 for 7 nights and booked one of their 5 star boats 'Peggy' part of the Starboard range.

There was no real instructions just a video to watch and off we went.

We were told the TV was intermittent but later found the antenna not actually connected on the roof, so would never work.

The door was extremely insecure with only 1mm actually latching.

The grill didn't work and the gas cooker had 2 rings that didn't turn off. We managed using the other knobs as the others were so worn. A huge safety issue. This boat is far far from 5 star, more of 1 star. The hire company weren't interested and neither were Hoseasons. Avoid