kate & tom's Reviews

Name: kate & tom's
Rating: 4.73

4.7 Rating 1,520 Reviews

96 %

of reviewers recommend kate & tom's

4.7

Based on 1,520 reviews


Customer Service
Communication Channels	Telephone, Email

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About kate & tom's:

We’re a small company with one big wish: for you to enjoy an extraordinary holiday, celebration or adventure.

We’re all about good times and friendly luxury.

Making extraordinary memories. Whatever the occasion, whatever the backdrop we have an incredible house for you.

Visit Website

Phone:

01242 235151

Email:

hello@kateandtoms.com

kate & tom's 5 star review on 22nd January 2020

Nikki

kate & tom's 5 star review on 24th October 2019

kate & tom's 5 star review on 28th April 2019

Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I did have issues with your communications throughout lock down. Not withstanding COVID many other service companies with staff working from home managed to keep their comms up to scratch. I even sent a letter to your MD complaining but got no reply. In the end my daughters posted notes on twitter and facebook and that got your attention. Through frustration I contacted the owner and we bypassed Kate and Toms and got 1st class treatment.”

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Posted 3 years ago

“The place looked much nicer in the photos. I felt a bit ripped off to be honest, it was much shabbier and the sheets etc. weren't that clean. For a fancy-looking place online it was a disappointment.”

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Posted 6 years ago

“service leading up to the weekend was attentive”

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Posted 6 years ago

“At the time of booking an additional fee was added on. This was a surprise to me as there was no mention of it on your website.Although this was subsequently waived the lack of transparency was frustrating”

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Posted 6 years ago

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Hi Emma, I am so sorry for the confusion here. Would you mind providing the lead bookers email address so I can have a look into this further for you? I look forward to hearing from you, Jessica, Head of Client Services

Posted 6 years ago

“Totally unhelpful in fighting our deposit. Mixed communication regarding catering. Wrong information sent before our stay.”

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Posted 6 years ago

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Hello Katie, I am sorry to hear that you have found our service unhelpful. We have to act as a third party mediator in the situation where damage has been reported and I can assure you that we did everything that we could to reach a resolution for you. As you know, this has now been agreed and I am glad that we were able to solve the catering issues for you in a timely fashion. Best wishes, Jessica Head of Client Services

Posted 6 years ago

“Description of the venue was incorrect - it didn't have a hot tub and bbq as advertised”

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Posted 7 years ago

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Hello, I am so sorry to hear of the problems that you faced at the property, we certainly would not have advertised these facilities had we not been informed by the owner that they are indeed in the property. I will follow up personally with the owner and ensure that our information is updated. Best wishes, Jessica Head of Client Services

Posted 7 years ago

“As a family group we would never go through Kate and Tom's again! They were slow to answer queries, very slow to respond to emails, but very QUICK to point out all the things you must not do at the house we booked - considering the price we were paying for the house it made us feel that we were walking on eggshells and couldn't fully enjoy our stay. The property - Ludbrooke Manor was lovely, they had put the Christmas decorations up and it was very festive - a few minor hiccups with the heating in one part of the house, and the hot tub - well - it wasn't! - but all in all a nice house marred by the admin services of Kate and Toms”

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Posted 7 years ago

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Hello Michelene, I am so sorry that our service was such a disappointment, this is certainly not how we endeavour to conduct ourselves. I will follow up with a phone call today as I am keen to know where things went wrong. Ludbrook Manor is a great house so I am glad to know that you enjoyed your time there. Best wishes, Jessica Head of Client Services

Posted 7 years ago

“The actual booking was pretty straight forward, with reasonable communication from Kate and Toms. There was never a single point of contact though which would have made things simpler. The cost of the house for 3 nights was quite expensive but when split across all the family members it worked out okay. However Kate and Toms cashed our £1000 security deposit months before our stay as well as the £2700 house payment. This pushed us over our overdraught limit and we received a penalty from our bank. The security deposit was paid back quickly when we complained , but was again taken 2 weeks before our stay. I found that I had to chase up for the return of the deposit after we left . (House owner informed Kate and Toms that the house was immaculate 48 hours after we left) Deposit was not returned until I chased almost a week after we left the house. That said, Riverside Mill was stunning , beautifully appointed, fabulous facilistites, and the owners were wonderful. Possibly could have benefited form an additional fridge for drinks. The Stanton Arms pub was great too. Catered for 20 of us, and food was lovely and good value.”

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Posted 7 years ago

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Hello Bob, Thank you for your feedback, I am glad that you enjoyed your stay at Riverside Mill, it is a fantastic house. We endeavour to return all cautionary deposits within 7 days of departure, I apologise that this seemed delayed. Regrettably we do have to take security deposits ahead of check-in, again I am sorry if this was not clear. We would be happy to reimburse the penalty from the bank if you give us a call to discuss the details. Best wishes, Jessica Head of Client Services

Posted 7 years ago

“The house was lovely, with plenty of space and amenities. However we were really disappointed to find out upon arrival that the owners would be staying on the property. From the way the house was advertised (parties welcome...) you would not expect that to be the case and it felt dishonest that we only found out upon arrival. Noise was therefore an issue - although we were careful to keep the noise down outside the property as requested on the advert, we did not expect this to be the case within the house itself. Communication from the team at Kate and Toms was good at times, but other times I struggled to get a reply - particularly at the early stages. There was also some confusion with the return of the damage deposit, leading me to believe we were being fully refunded only to find out later that we in fact wouldn't be. We had a brilliant weekend and the house had everything we needed, but I think greater transparency with paying guests is needed from the outset.”

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Posted 7 years ago

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Hello Emma, I am glad to hear that you had a brilliant weekend at the house and apologise for any confusion over the fact that the owners do live next door. We will take on board your feedback in regards to communication, it is always important to know when improvement is needed. Best wishes, Jessica Head of Client Services

Posted 7 years ago

“The house is in a superb location right by Mawgan Porth beach - it was a very short walk through the dunes to the sand. The beach is also excellent - great mix of sand, rockpools and surf with lifeguards on duty. Nice town with some trendy cafes as well. However the house is tired and poorly maintained (old kitchen, rusty locks, DVD didn't work, dishwasher broke while we were there). It is also very much the owner's house rather than a professional rental property so it was full of their stuff and rather unique decorative style. It's a shame as the location is first class and there is great potential.”

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Posted 7 years ago

“I wrote a very long e-mail detailing how I had been conned by the owners of the house two days ago and have only received an automated reply. I am really disappointed by the apparent lack of concern, when I felt I made it very clear just how upset I am.”

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Posted 7 years ago

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Hello Charlie, I am so sorry for this, please be assured that we take all disappointment very seriously - it seems that your email has been missed. I will follow up with a phone call today. Best wishes, Jessica Head of Client Services

Posted 7 years ago

kate & tom's is rated 4.7 based on 1,520 reviews