Canopy & Stars レビュー 119

Had to cancel a booking we gave 5 weeks notice to be told we have lost all our money! The worst part about this is the booking from the owner stated full refund if cancelled 7 days prior to booking! When I questioned this they advised they are going with their terms not the owners. This was a gift for us that has been completely lost.

Stayed here in Feb, communication ahead of our stay was all really thorough. Place is really quirky and magical. We had the best weekend reading from the amazing book collection, going for walks (the host was really nice and dropped us off at the starting point), finished a puzzle and of course hung out in the tub and swam in the absolutely icy pond. We were so high on life! Really recommend

We chose to book with Canopy & Stars because we understood that all of the accommodation was of a really high standard and would be something special. This was our first time staying having looked at accommodation with them before but it is on the pricier side so we were waiting for a treat. How disappointed we were.
The cabin had cobwebs all over the walls, the light fixtures were thick with dust, the appliances were dirty. Whilst this was rather unpleasant the day to day items such as bedding seemed clean and the owners were on site and whilst the website does say to try and raise issues during your stay, who feels comfortable raising that with their host on the same site? I would love to know what exactly would have been done during in a 2 day stay, we would have had to leave whilst they cleaned? How awkward.
So we waited and emailed immediately upon departure. We did received a swift response and they raised it with the host but we were told that cobwebs can accumulate quickly in a countryside setting, as though we can't tell the difference between those and cobwebs literally dropping off the walls they are so thick. We weren't happy but the host said because we hadn't raised it during the stay they would not offer a refund, despite the point I had made about not feeling comfortable to do that. C&S offered a £50 gesture of goodwill voucher. Again we weren't happy but all the other reviews seemed positive for the place so I left my review and let it go.
However when I went on to check my review had been published, low and behold the review just before ours had then been published, raising the exact same issues! C&S let us book this place in full knowledge issues had been raised by the previous guest, and rather than take our concerns seriously as the second guest with issues, seemed to think it was ok the host did not offer a refund. I was shocked by this and emailed again to express my disappointment that we had basically been gaslit into thinking we were a random exception with too high standards. They even admitted in the response that they had been aware of this and the owner is addressing the issues, but still no further offer of a refund.
In reality a £50 gift card when you feel you have lost several hundred pounds on a 'special' booking just doesn't cut it and I am extremely unlikely to spend further money with this company. I will simply use it as a search tool perhaps and then find the place direct, vet direct reviews rather than C&S and book direct. A lot of the places do seem to be on other sites also. The vetting they think they do is just not up to standard.

We booked our anniversary stay through Canopy & Stars and the whole experience was excellent from start to finish. The booking process was simple, communication was clear, and the property information was accurate and detailed.

It’s reassuring to use a platform that curates unique places with care – you know you’re not just booking accommodation, you’re booking an experience. The Shellter treehouse we chose was even better than expected, and the thoughtful touches arranged through the host (flowers, fizz and local chocolates) showed how well Canopy & Stars work with their owners to make each stay feel personal.

What I valued most was the trust and quality guarantee that comes with their brand. Everything felt well considered, professional, and reliable, which gave us confidence to book something a little different. We will definitely use Canopy & Stars again and would recommend them to anyone looking for a memorable stay with character.

We recently came back from a trip we booked with canopy and stars.
We stayed at The Black Hut in Northumberland which was amazing and so beautiful. The hosts were fantastic.
Canopy and Stars were also so brilliant and helpful to us for finding this stay as we originally booked somewhere else first and there was a problem with the owner of the previous place and the staff at Canopy and Stars were so supportive and found us our brilliant new stay at The Black Hut and I'm so glad they did. The stay we had at The Black Hut was so wonderful and the views and cabin were just amazing and I would definitely recommend staying there with family or even a romantic couples getaway. We can't wait to go back.
Thank you to both Canopy and Stars and also Debbie and Mark at The Black Hut.

Booked a stay for our honeymoon in The Red Cabin Rolvenden, only to later received an email saying due to an error they have doubled booked.

Told they cannot honour our booking, total disappointment, offered other options that are either more expensive or not at all like what we've booked.

Now we have to wait 10 DAYS to get our money back until we can book somewhere else.

Booked to stay in Chalybeate Yurt 18/6/25 for 2 nights. This was our first experience of staying in a Yurt which we were very much looking forward to, however it was not the experience we expected, the Yurt was very old and tired inside, cobwebs on the cups, not very clean at all. The outside area was really overgrown not like the pictures depict at all. On going onto the Canopy and Stars website I have discovered that my review has been edited to sound like I had a pleasant experience which was not the case at all, surely this should not be allowed to happen.

Easy site to navigate and use, we found the perfect tree house to stay in

I'm surprised by some of the negative reviews here, my experience has been fantastic.

Canopy & Stars are a broker, effectively a shopfront for a number of independent properties. I found the photos and descriptions to be comprehensive and where inaccuracies were found, they were corrected.

A recent stay at Meads Cabin was quite simply idyllic.

I had an incredible experience with this company and felt compelled to leave a review. The level of service was exceptional from the outset, but I have to highlight Katie in particular — she was an absolute star.

Katie handled my issue with remarkable professionalism, empathy, and efficiency. She immediately took charge of the situation, resolved everything quickly, and made sure I felt completely looked after throughout. Her understanding and calm approach turned what could have been a stressful experience into a truly reassuring one.

I genuinely can’t recommend them highly enough. If you’re considering booking, don’t hesitate — their service is second to none.

Unethical, and concerning in its use of personal data.

I had a work trip in Devon that i was fortunate enough to bring my family along for the ride with me. I decided to try and suprise them by staying in a one of a kind location. This was a last minute idea (7 days exact). I thought i wouldnt be able to find a suitable place, but the team at Canopy & Stars jumped straight on the task. It was refreshing to speak to a friendly voice on the phone and within 5 minutes, they found me the perfect stay (Pickwell Manour). Thanks team.

After a really disappointing 2 nights (£300!) at a ‘glamping’ stay that was not fit for purpose, dangerous and cold, I’m really concerned that C&S vet their feedback and only allow glowing reports to be published on their website. This is highly dishonest.

The photos of our camping stay (Turner’s Wood, Spreyton) were completely different to how it looks now and were clearly taken several years ago. C&S obviously stays the once, creates a beautiful profile for a destination and then never bothers returning to check that the hosts are maintaining standards or offering what is listed in the blurb.

Have given 2 stars rather than 1 as we did eventually get some compensation (£70 voucher) but it’s near useless as we don’t trust the website enough to use it again.

C&S: you need to do yearly checks on your accommodations as this place was falling apart! Keep your website photos and descriptions reflecting the changing state of the stays. It’s not 2021 anymore and people will no longer pay £300 for a run down accommodation just to escape the house.

Horrible company. Booked 3 nights away for my mums 60th birthday. Listing was misleading and didn’t obviously state that all 4 beds were all in 1 room, once I noticed I asked to cancel as 4 adults in 1 room with a baby isn’t feasible. No understanding from them whatsoever, denied any form of refund, credit, or moving the dates despite it being a good few weeks before the booking as they have a very STRICT 10 WEEK CANCELLATION POLICY. Which leaves no room for anyone who books within 10 weeks (which we did) but also no room for genuine human error, or any unfortunate circumstances that may stop you from making your booking even with weeks notice.
They stated that they can’t help as 24% goes to charity? I offered to pay these fees and to cover admin but still refused. I just wanted to book another place more suited for our needs as a family.

In the end they cancelled the booking, refused a refund and said if anyone books those dates they might process one for us, but that we have to be the ones to keep checking it if gets booked!

Will never use again. Seems like they do this a lot based on the reviews.

We had a perfect two night stays at Woods Edge in Devon. The cabin was exactly as advertised, clean, comfortable and well designed with quirky décor & some lovely little extra's left for us. The cabin is fully secluded in your own field so we didn't see another person for the duration, which was amazing!!! Lots of wildlife to sit and listen to which was very peaceful and the hot tub and other facilities were easy to use and worked perfectly!!

I can't fault the booking process or support for ideas on where to stay from Canopy and Stars - thank you for a lovely stay, we will be back!!

I have a voucher and cant book anything as everywhere has a three or four night minimum. I think this is a gross and cynical tactic used by a greedy money making company. I would rather just not use the voucher than be forced to pay hundreds of pounds for a stay somewhere. Disgusting

Received an email regarding booking a stay on New Year's Eve and a list of 10 places to stay.
Each listing had a "from per night" price.
However, these prices are misleading as a cabin quoting from £190 per night is actually £520 per night and in total £2080 in total, as you have to book 4 nights minimum.

Owners need a spare set of keys and to control their dog.

The Cleave tree house was booked for a suprise birthday present. But we needed to move the date. Unfortunately canopy and stars couldn't (wouldn't) give a refund / move to a different date / give us credit. So we decided to try and make the best of it.

On the second night our keys were miss-placed, and we were told by farm owner (not the treehouse owners) there were no spares. So we were locked out for a night, having to return to our own home. Absolutely no effort was by the owners to contact us, check we were okay. I know miss-placing the keys was our fault, but basic health and safety would ensure there was a spare set. Thank goodness we didn't get locked in. We would still be there!

On returning with the keys, to packing and leave, I was greeted by a aggressive dog. The dog was barking and jumping up at the car. I couldn't move as it was jumping all over the place. No effort was made by the dog owner, even after asking them to call the dog so I could leave.

Would advise great caution before booking with canopy and stars. The health and safety isn't there and the customer service is appalling.

I stayed at the Hansel cabin. I booked this for a "offgrid" "away from everyone"

First things first, in the hot tub, you find your over looked by another cabin. I mean the window of the other cabin (remember you booked a cabin in the middle of nowhere) is looking at you.

Want to light the firepit? Look up because your being watched by the other cabin above you.

Want to have a wander around. Your being watched.

Get used to feeling not alone or away from anything, because your parked next to another money making shed.

I booked this thinking I'd be away from every one, in the middle of nowhere. I might aswel just booked a caravan on a site. Honestly worst money I've spent. Baring in mind it's not cheap.

Highly disappointed, lied to. Robbed Honestly. I was shocked when I saw a cabin not 20ft away looking down on this one. Just another money making 'campsite'

Joke.

I recently booked The Bower Treehouse through Canopy & Stars, using their platform for the first time, and unfortunately, it was a very disappointing experience.

The property listed didn’t live up to the description online. The photos were misleading, making the property appear much more spacious, luxurious and secluded than it actually was. We were surprised to find ourselves just a few meters away from a construction site, far from the peaceful stay we had been excited for.

The property itself did not reflect the standard or appearance shown in the online photos. The decking area was outdated and poorly maintained, the only dining table had peeling paint all over, making it unusable and the outdoor bath was not clean and inside bathroom not up to standard. For £430.50 a night, the quality was nowhere near what we anticipated or promised.

We contacted the management immediately about these issues. They did not offer any alternative resolution, other than suggesting we "try it out and see how you feel." This response resulted in us leaving the property, and after traveling hours and struggling to find another hotel, we stayed in a premier inn. You can imagine my girlfriends dissapointment, as I had planned this stay as a surprise for her birthday,

After our request of a refund had been declined, Canopy & Stars also rejected accountability, suggesting our only option now is to address our issues directly with the Bower Treehouse owners. They offered only a £150 voucher, which was inadequate given the problems we faced and the £860 we paid.

As the booking platform, Canopy & Stars should ensure their listings are accurate and provide support when issues arise for their customers. Given the lack of resolution, we are considering further steps, seeking legal advice and sharing our experience publicly.