Review Time
HF informed me of change of flight from Gatwick to Heathrow 4 weeks prior to departure. They informed other guests months in advance. I had booked connecting flights from Scotland and had to buy another flight to get me home, that cost 200 pounds, as I would not have made it. They say connecting travel is out with their control. It is, but if they don't tell the customers, it is out with their control too.
Terrible .. We’ve just had a holiday in La Palma cancelled , due to start in November . We’re being offered an alternative ( none in the Canaries) or a refund . Since we’ve paid for flights I would expect these to be refunded but I would be surprised if this is offered . I would never consider booking with HF again .
I went on holidays for a long weekend and had a very bad experience, I had dry blood 🩸stains on the matrix protector which thanks to God was exposed when I went to bed. I requested for that to be changed and I was told that ‘it was only the matrix protector’. With strong reluctance, finally it was removed that night as they had to wash it and put the same one back as they didn’t have any other matrix protector. I sent feedback but nobody ever contacted me and nothing was done. During the trip I was given a voucher for a free drink which was not the point.
We have always found the holiday locations/ buildings good, food good and walk leaders good, but only been to uk sites where most people are of retirement age and only book "popular " holidays. I suspect their admin staff are few though and they rely on computer booking systems. 90% of people are returners and most use HF holidays 2 or 3 times per year. But they didn't seem to write on here as this seems full of complainers
Appalling customer service, or should I say non-existent: 4 emails, 2 online chat messages, and a lengthy telephone hold which cost me 15 quid before I finally hung up, and still no replies. I thought my information request in support of a booking was simple enough, but apparently they are either stumped by the question or can't be bothered.
holiday cancelled by hf and as is now normal terrible customer service phone line service none existant and rarely reply too emails,sad as hotel staff are always brilliant let down by shambolic management.still no refund or any answers.
We are very disappointed with our recent experience of HF Holidays. We have used them for many years and had not a single complaint until now. However, we had a holiday booked and payed for in full when our flights were cancelled one month before departure. We expected HF to reschedule the holiday or offer us a voucher to use again. In spite of several phone calls they refused even a voucher for part of the cost. Although they had 4 weeks warning, they refunded only 30 % of our money and we lost around £1500. We were very disappointed since other companies have treated their members with much more understanding and goodwill
Dolserau Hall is really dated and needs renovating. Our room which we paid extra for being a better room was dark'. It had a broken armchair but above all was filthy, with cobwebs, layers of dust/dirt on the toilet/sink pedestal. The paint was peeling due to damp or a previous water leak. The carpet was stained everywhere. This is our third HF Holiday and in comparison to the other two holidays the food was disgusting. The vegetables were boiled to death. The chicken pie consisted of pieces of overdone chicken floating in an oily water. One of the Walking Leaders also said it was the worst food he had had. Cheap ingredients, used badly. When presented the food was slopped onto plates with no two plates looking the same. The cheese platter changed in size daily sometimes there was one cracker, sometimes four crackers sometimes chutney, sometimes none. It was all inconsistent. Another guest found a wrapper in her mash potatoes.The service received from Irina was poor. She was unfriendly, no customer care/service at all. No saying hello, asking how our day was etc, she was just not interested. On the last day she asked us for payment for someone else's bill and when we said it was not ours, she asked "Are you sure? " When we listed the one drink we had to pay for, she realised her error and rather than apologising just said "My bad". On arrival she asked us to stand outside whilst she dealt with another guest. No one was checking us in with HF Staff walking past us as though we did not exist. Only until one of the Walking Leaders insisted did someone check us in. No one showed us the bootroom or told us anything on arrival. In general most of the staff seemed to be students. Some kept forgetting things. If they bought tea, there was no milk and so on. There were two many incidences to write here about the poor service. However, I would like to mention that a guest was 5 minutes late for breakfast. She was told that the hot breakfast was not available as the ovens had been switched off but she could get a cold breakfast (cereals etc) but the yoghurt had run out! I found this absolutely ridiculous.
They were slow to refund a cancellation due to covid however most guests were probably happy toleave the money with HF as most guests love HF. Typically 90% or more of guests are returning guests which speaks for itself. In the last resort you can always get a refund from Visa / Mastercard if you are getting nowhere with a HF refund.
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An award-winning British heritage brand, HF Holidays has been leading the way for walking and special interest holidays since 1913.
Choose from over 260 thoughtfully-curated guided and self-guided tours and holidays in six continents, covering nearly 40 destinations in Europe and the rest of the world. We also own and manage 16 characterful UK country houses, all of which are just a skip away from some of the best-loved national parks and Areas of Outstanding Natural Beauty. See more
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