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Sawday's Canopy & Stars
Travel Agency
Today 9AM–6PM
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Merchants House North Wapping Rd Bristol BS1 4RW, UK
Wapping RoadGBBristolBS1 4RW
+44 117 204
Travel Agency, Tourism
Travel Agency
Today 9AM–6PM
Wednesday 9AM–6PMThursday 9AM–6PMFriday 9AM–6PMSaturday ClosedSunday ClosedMonday 9AM–6PMTuesday 9AM–6PM
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Chris Franklin's profile photo
Chris Franklin
3 months ago
Sadly we had a very poor experience. The website looks great, the places to stay look great and we spent a year looking forward to our stay completely oblivious of what was about to happen. Our host made contact and asked us to guarantee that we would be at a GPS coordinate in the middle of the Italian countryside within a 2 hour window or to accept that we would have to checkin the next day. Being charged £200 a night and with travel chaos at the airport we were due to fly out of I requested more flexibility on times which was denied. Unfortunately for us there was no way we could guarantee being able to arrive during the window so we moved our flights. I receive a rude message the next day saying that because we weren't there to check-in on the first day our host would be going back to Rome and we wouldn't be able to check in for the first 3 days of a 5 day stay. So much for being able to check-in the next day! At this point I was extremely upset looking to change our flights again however I informed the host that I should be contacting Canopy and Stars and attempting to get our money back. The host then proceeded to get nasty sending us mocking messages with pictures of the holiday we were supposed to be on. Canopy and Stars made contact and feigned interest, collected all of the information, told me they would ring back and then never did so. I am now sat here with a £1000 hole in my pocket and no holiday. I write this as fair warning to those that cannot afford to lose this sort of money like myself. There are plenty of travel agents, why take the risk when you can go elsewhere? I will update this review as soon as Canopy and Stars update me.
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Response from the owner - 3 months ago
Dear Chris, Thanks for taking the time to write this out – sorry to hear you’re so upset. We agree that it’s difficult to get a sense of the full situation without properly speaking. Justine, our Customer Experience Manager has tried to get in touch with you several times, leaving several messages. Have these made it through to you? Our job is to make sure guests like you have the best holiday experience they’ve ever had, so it goes without saying we take these sorts of situations incredibly seriously, (irrespective of the cost of the holiday we might add - a holiday is a holiday, no matter the price tag!). So it’s simply untrue that we would feign interest over your trouble. Many of our holiday locations are independently run and/or in remote locations, so pre-arranged check in times aren’t arbitrarily set – it’s a quirk that means you’re staying somewhere special. Owners who live on site tend to be more flexible. We’ll try giving you a ring again first thing next week to chat things through properly. I’m sure we’ll be able to resolve this for you. All the best, David from Canopy & Stars