Raintreehouse Reviews 14

Dear Sir/Madam,

I am writing to express my extreme dissatisfaction with the conditions of the Airbnb cottage I recently booked for my stay. The property, fell significantly short of the standard of accommodation that was advertised and expected.

I regret to inform you that my experience was marred by a multitude of issues that rendered my stay uncomfortable, unsanitary, and potentially hazardous and caused personal injury..

Below is a basic detailed account of the grievances I encountered during my stay at the aforementioned property:

1. Lack of Basic Amenities:
- Absence of 2 x hand towels and dirty, unwashed pillows, bath, and hand towels with visible stains necessitating personal washing.
- Poor quality, flimsy 99p toilet seat and broken toilet handle.
- Usage of the cheapest quality toilet paper,public toilets have better paper!
- Dodgy flooring sticking up in the bathroom.
- Bath panels falling off.
- Dangerous Leaking washing machine causing flood water damage to electric sockets next to machine.
- Excessive dust accumulation throughout the whole property and fittings, including under bed storage areas and chest of drawers, shelves, lights, radiators, etc.
- Inadequate cleanliness of the bathroom, with a cracked sink, broken and missing shaving mirror, and unclean toilet surfaces.
- The upstairs bedroom window fire escape was inoperable.
- Dangerous handrails and using slippery metal curtain rails utilized as substitutes.
- Uncomfortably very hard bed, lack of ventilation, absence of fans, resulting in discomfort during sleep on hot nights.

2. Maintenance and Safety Concerns:
- Broken gate handle, preventing the locking and opening of the gate.
- Lack of essential supplies such as ½ pint milk on arrival
- Damp, moist salt.
- Filthy electric appliances, walls, chairs, and carpets with multiple large stains, foul odors, and lack of cleaning.
- Hazardous rug in the living room causing a trip and slip risk to myself.
- Sticking front door and unkempt outside area, including dirty garden furniture.
- Unsafe conditions for elderly and disabled guests with the absence of proper handrails in the garden and internal dangerous stairs, and slippery carpets, ( I slipped coming down Injuring my ankle)
- Neglected maintenance evident in the presence of a faulty stairgate, dirty broom, and TV remote with acid-damaged batteries.

3. Hygiene and Health Hazards:
- Non-functional bathroom extractor fan and a showerhead clogged with limescale causing major moisture to build up in bathroom windows causing severe damp and mould on stonework, dangerous to health.( I have asthma)
- Inability to regulate cold water in the shower, leading to discomfort and safety concerns as it stayed on hot.
- Damp, mould growth on all stone window frames, and an overall musty smell in rooms and living room affecting indoor air quality and exacerbating respiratory issues like asthma.

In conclusion, the discrepancies between the advertised presentation of the property on Air BNB and the actual conditions I encountered were stark and extremely unacceptable.

The misrepresented state of the Airbnb cottage not only tarnished my overall experience, but also posed significant health and safety risks to guests, especially those with specific needs.

I kindly request a prompt and thorough investigation into these matters, along with appropriate remedial actions to rectify the issues highlighted. Additionally, I expect a full refund for the substandard accommodation and the inconveniences endured during my stay.

I trust that you will address these concerns with the utmost urgency and professionalism to prevent similar instances from occurring in the future.

I will be instructive my solicitor through my holiday insurance, and will be leaving my reviews and all photographic and video evidence on all social media feedback sites until this is resolved.

I did not like your negative feedback reply, all it does is show how unprofessional your company is.

We eagerly await your prompt response and resolution.

I booked my holiday June or July last year through Raintee as I wanted a particular cottage I used to stay at when it was under Cornish horizons.

I got an e mail less than 48 hours before travelling to notify me there was building works right opposite our holiday home.

When I phoned Raintree and challenged them saying I should have been informed sooner, they said they don’t always get told about building works, but then said they had known bout this one since February 2022.

So, you would think Raintree could have done the decent thing and contacted me to give me the option of moving my booking to another of their homes. They clearly do not think that this is an acceptable level of customer service. With the security deposit I have paid £1,000 in total for this week.

Sadly due to injuries myself and my Dad who is disabled are not able to go out as much as we wanted.

Raintree assured me they would help if I felt the noise was too bad. Well, I emailed them this morning and just sent them 2 videos with noise levels.

We can’t have doors or windows open and even with them shut the noise is horrendously loud but they got their money and they clearly don’t care.

If this gets read by anyone thinking of booking through Raintree holidays please do not make my mistake. They take your money then they just don’t care.

Terrible experience with this company. Had a holiday cancelled due to COVID twice and then refused a full refund despite being entitled to one. The owner Patrick just wants to keep customer's money for providing no service whatsoever, while increasing the rental costs astronomically. We have booked with them many times in the past but certainly would never use them again after this unethical behaviour.

I have used Raintree house holidays for the past 3 years and always found them professional and helpful.
I have just returned from one of their houses which was a rearranged holiday from when the 1st lockdown started in March 2020.
I chose a week in April that was available in 2021 and luckily we chose the 1st week of lifted restrictions on self contained holiday let’s.
I was asked a month beforehand if I would like to rearrange again because of number restrictions on guests unless you were part of the same household or support bubble but We declined the option and just went with our daughter and our granddaughter.
The house slept nine.
We were very lucky and even though I was apprehensive about what we could do when we got there I found a lot of Cornish businesses had adapted brilliantly to this 1st week of opening.
It was good to plan ahead if you needed to eat alfresco and I booked a few places before I left my home.
It was very busy in north Cornwall but that must have been due to the perfect weather we were blessed with.
On the whole I have never had a valid complaint about Raintree’s service,all the staff I have spoken to have been polite and helpful even during the allocation of rearranged holidays.
We were asked to be patient with sorting things out and we were and they fulfilled obligations with us and I can only say that we have booked another break later in the year with them and hope to book another in Late Spring 2022.
With the weather we had it was better than being on a foreign holiday.

It's taken over 6 months to get back a portion of the deposit on a holiday which had to be cancelled due to the lockdown measures. Initially their stance was not to refund at all, and only offset 50% of the deposit against a future booking. They finally agreed to refund 50% of the deposit, but in fact refunded less than that. Not very responsive to calls or emails.
My advice would be to avoid - there's plenty of alternative lettings companies who don't feel the need to pull these kinds of stunts.

Patrick cherry is a evil, money grabbing man that doesn’t care who he has to step on to get it. Do not trust this company! Took my money with pleasure and refused and refund or rebooking when the lock down happened. He is very aggressive and manipulative. Beware!

Like many others we were booked to go (in May). But the holiday could not go ahead due to COVID-19. We were offered a discount voucher for another holiday rather than a refund. Eventually following several emails and me about to take legal action, we got most of our deposit back. We were upset by the way we were treated and won’t be using them again.

Thanks for a wonderful break - the house was superb, a great position, clean warm and comfortable (and homely!) - we ve stayed at many but we love Raintree’s houses - thanks to the office for helping us out when we needed it! Lovely sunny winter days...

Still waiting for a refund for a holiday that could not be taken due to end of covid lockdown. Lost over £1000, Patrick expects me to lose 50% of my deposit against next years booking even though lockdown was still in force at the start of my holiday.
I wouldn't risk giving him anymore money as he could do the same again next year. It's a shame as the properties look lovely. If I was a holiday home owner using Raintree House, I would think again as company seems to have no conscience, when it comes to treating the customers fairly and offering money back for holidays not taken.

Raintreehouse holidays and Patrick Cherry.
I was booked to stay at Porthcothan, Cornwall with Raintreehouse holidays in May. Obviously this could not go ahead due to COVID 19. Patrick Cherry emphatically stated I would not get my deposit of £440 returned and that I should have had holiday insurance as recommended in their t&c’s. I simply applied to my bank to ‘chargeback’ the money as recommended by Martin Lewis. This works despite using a debit not a credit card. In June I received the deposit back. Recently Patrick Cherry has called and emailed trying to bully and intimidate me into returning initially the deposit and eventually part of the £440. Even quoting taking it to a court of arbitration where he would win with extra costs to myself. My bank has said this will not happen.
I would also state that if not for the lockdown my holiday would have gone ahead and would probably have been great. But when things don’t go as planned the customer care and ethics of Raintreehouse leave a lot to be desired.

I too am one of the victims of Patrick Cherry. Never had such bad customer service, like others have said he has no regard for the customer. After battling with him for months I managed to get most of my deposit back but was made to feel I was a terrible person who didn’t value his company. The whole experience has been so stressful. I would have been happy for my deposit to be used for a holiday next year but he wanted to keep 40% of it which was a lot of money for me to lose. His arrogant, bullying manner has not been an experience I would want to repeat. I feel for all the other people who may have lost more than I have. Just to be clear this review is for Raintreehouse Holidays the link on this page takes you to Raintree Holidays which is an overseas company. My first time using this company and definately my last.

Hi to all potential victims of This man Patrick, I have ticked 1 star but I wouldn't even go that level. Avoid this booking agency!!! Raintree Holidays do NOT deserve your booking, he has stolen my money and I will be taking them to court.

We tried to be as flexible as possible and keep our booking but this was impossible with inflexible, rude and passive aggressive Patrick Cherry.

The dates we tried to change to were either booked or required a minimum night stay... Many from our party are keyworkers and work in industries (airlines & hospitality) hugely affected by Covid-19, yet we were accused of wanting 'the travel industry to go bust'

We settled with taking a 35% cancellation fee - which was a huge struggle to negotiate. I think its very shortsighted of Patrick as the British Holiday industry will bounceback and people will want to visit Cornwall, but only when the government allows us and the infrastructure there can cope. Saying he was 'happy to take the booking in June or July' THIS year is strongly against government guidelines. I wonder how the Cornwall council will feel should a bunch of 'Grockles' turn-up before the end of lockdown...

Real shame as they have some great properties, I wonder what the owners of these houses must think?

Use Airbnb avoid Homestay and middlemen like Patrick 'greedy' Cherry

Due to the COVID 19 outbreak, we were sadly unable to visit Saint Merryn. I would however strongly advise all customers to not use Raintree House Holidays.

I'm a firm believer, companies should act with dignity and put their customers first during this horrible epidemic, however it makes me sad to say, Raintree House Holidays did not do this.

After months of back and forth, we eventually settled on a 35% cancellation fee and I still believe this was extremely excessive, however I was happy to support a local business in these tough times.

Dealing with owner Patrick was a weekly battle and added more and more stress, in already difficult times. Patrick was rude, patronising and greedy - he was money obsessed.

I was also disappointed in the way HomeAway acted and wont be using this service again. They passed over all responsibility to Raintree House Holidays - despite making payment directly to them (as the agency).

Whilst all properties did indeed look beautiful, be wary of this company - go direct to the home owners if you can.

Stay safe.