0ur family stayed at Hesdin Hall, Wiltshire recently, and I have to say that it was the worst vacation we’ve ever had. The property looks fine from the outside, the problems began the moment we entered. The following list of items missing/ broken is by no means exhaustive. A leaking shower (water running near kitchen light) ; only one of the two dishwashers was working; lack of cooking pans for the induction type cooker; no wardrobes in any of the bedrooms, hence we lived out of our suitcases; we had to hang our clothes from bookcase brackets, there were no coat hooks in our room; unsafe bunk beds (wood frames not strong enough and subsequently broke); no broom and a lack of tea towels (we were a large family group); and WE had to buy these items!! The floor in the dining area had an uneven section that caused a couple of our party to trip and we had to cover this trip hazard with a mat; very poor Wi-fi reception; TV was limited to just a few channels and often the reception would be lost. As mentioned previously, this list is by no means exhaustive. After our complaints and absolute disgust at the replies received to our genuine grievances, the owners are refusing to refund our deposit of £750 ( an issue that some other reviews seem to mention) At present we are seeking legal advice regarding our deposit. The quirkinesses and outside space was appealing and the only saving grace of our holiday that we had all looked forward to - most definitely would NOT recommended this property!!!

So upset! We booked a mega holiday for 20 to celebrate our 40th birthdays. The booking was made 4 months ago, and all of a sudden, unceremoniously, we were informed the booking was cancelled! I'm sure the excuse was phony... but can't prove it of course. We informed them up front it was for a birthday celebration and now say planning restrictions mean it's for family only - 4 months later?!? They then made very little attempt to help us find an alternative... 1 alternative given and that was it! And it didn't even fit the numbers we originally booked for. They've had our money for 4 months, no offer of paying interest (which was probably not a lot in the current climate) and we're now 4 months further down the road, making it near impossible to find a suitable alternative. Holiday officially ruined - thanks sleeps12...

Just finished our stay at Churchill. Lovely house however I’ve just been informed we haven’t received our £500 deposit back due to the house being left in a “disgusting” state that required “professional” cleaners in to clean. First of all, there were dogs with us, to which we paid £50 extra the dogs to stay. We can only assume that there was dog hair in places, but the £50 per dog would cover the cleaning surely? Secondly how on earth does a 10 bedroom house, all with en suites, not require professional cleaners to clean it as standard? There’s only a 6 hour turnaround between guests so I can only assume the owners work extremely had themselves to get the house ready. Reading other review they mention the owners just turn up unannounced and this happened on several occasions to us as well, which was totally inappropriate. We stripped all our beds and we kept the place immaculate throughout our stay, even placing all our breakfast dishes from the last morning into the dishwashers ready to clean, as well as cleaning all the sides in the kitchen down and sweep the floor. I’m absolutely furious about the whole situation. Considering the substantial cost of our holiday anyway, this has really left a sour taste in my mouth, and we will never use sleeps 12 again. They really are money grabbers.

DO NOT USE THIS COMANY, an amateur company that has no respect for customers even the so called manager Jessica. We lost our booking due to incorrect information provided by them to us. They had noted our number down wrong and blamed us for that and that it was our fault we lost the booking because they could not get in touch with us. They had my email which they clearly didnt use. The staff are clueless on the timings on offers and even though the "manager" is there and available, they wont speak to you in person and only deal with complaints via email so they can say what they want to you without a confrontation. DO NOT USE at any cost. Similar to most of the reviews here. Its such a shame as we have started to book 2 staycations a year with 2 different large groups, but they dont actually care.

Just used to book for a hen next year- really helpful staff, reply quickly to queries and always happy to help. Excellent service so far- looking forward to staying next Jan!

I agree with other reviews that everyone’s circumstances are different and I only speak from my own situation. When the November lockdown was announced on the Saturday we had not long booked a 6 person offer for the two of us. Checking Sleeps12 website I saw that I would have an anxious wait until Monday morning to find out what our options would be. I was therefore surprised to be contacted by Jessica from Sleeps12 on Sunday afternoon offering me an immediate full refund. As my dates were flexible I was able to re-book for when lockdown was due to end a few weeks later. This was sorted within minutes and I can only say that communication thereafter was excellent, the property was great, and Simone, the property manager, was helpful and charming. Our security deposit was returned the day we left. I have no hesitation in recommending Sleeps12 and shall hopefully return in the future with a larger party.

Everyone’s circumstances are different. We are also in unheralded times. We were due to go away next weekend for our 4th or 5th time. Without question yesterday I was offered a full refund, which originally I agreed to however, I spoke to the remainder of our party and we have moved our booking to next year. We would have been booking again in January. Can I just say The staff have been helpful throughout this process. For those that have lost your deposits, it is well known if you only pay your deposit and refuse to pay in full you are in breach of your contract. I was also later phoned back to sleeps 12 to see if I wanted to just have my deposit moved and the remainder of my money back. So personally I can not fault the team at sleeps 12. But I am also fully aware that everyone’s circumstances are different.

I booked a family holiday via sleeps12 for March 2021. 18 of us are due to go on this holiday and due to covid we have decided it would be best to move the date further along in the year to try and guarantee no restrictions will be in place (fingers crossed). I understand the other comments made and the frustrations over deposits etc. However I think people need to understand that sleeps12 is also a business trying to get through a tough and unpredictable time. If they refunded everyone they would most likely be working at a great loss. When contacting the sleeps 12 team about my concerns for the holiday in March they were excellent at replying to me and providing me with options and information. We decided to move our holiday to a later date in the year which came at a higher cost. However this is to be expected due to the time of year we had chosen and the demand in staycations rising. Yes it’s annoying to pay a little bit more than originally planned but our main concern was holidaying together as a family! The holiday has been moved with no issues and again the communication between the team was brilliant. Now don’t get me wrong i know everyone’s circumstances are different and everyone experiences with the company are different, not to mention we haven’t been on the holiday yet! But I do understand why sleeps12 are keeping these deposits. Yes if we had to cancel our new holiday date next year I would be upset and possibly annoyed at losing the deposit, but at the same time I and my family are preparing for this as a worst case Scenario and understand that it could be a possibility as per the terms and conditions. I am honestly hoping all goes well and we can have the family holiday we have dreamed about. But I also sympathies with the sleep12 team who are most likely having to deal with many unpleasant and rude customers demanding refunds for something that was out of their hands. My experience with the communication between the team has been excellent and I personally believe they are handling the situation as best they can under horrible circumstances. Iv also read reviews for sleep12 before covid hit and all of the reviews are positive and 5* showing that it is a great company, it’s just unfortunate that bad circumstances are having an impact. Like I said I could be proven wrong next year but at the moment I would like to thank the company for their help and praying all goes well and we can have our dream holiday!

Booked a property for 12 people at a time where it was legal to do so. When concerned about restrictions coming back into place, phoned up to understand our options and were told we would get a full refund. The new rule of 6 was put in place and we lost our full deposit. They offered no acceptable alternatives and accused us of threatening them when we we’re clearly just upset by their lack of flexibility and compassion. Horrible company, no empathy for customers, not deserving of your money. Avoid at all costs.

It seems I'm not the only one who has had a horrible experience of Sleeps12. We booked a long weekend away with friends at Coat Barn to the value of £4k+, upon arrival we were hounded almost daily by the property manager Caroline who sent us various texts and turned up unannounced to complain about the most harmless of sports day activities that we were enjoying in the garden in the middle of the day. The noise levels were that of any regular-sized family would make in their garden on a summers day - the property was advertisied online as being ideal for 'celebratory gatherings'.....I suggest they change their description rather than falsely advertise. We adhered to all rules within the property including the stripping of bedding and putting it in the washing machine - however rather pathetically the company came up with a serious of false claims around cleanliness in order to retain our full deposit. They claim to clean to a Covid-secure standard but the kitchen clearly had a fly/insect problem and we had to clean out the dead flies and residue from the fridge before it was useable. From other reviews I can see that this company has a bad history of retaining deposits under false allegations. A shocking experenince all round.