Home from Home Reviews 54

Disappointing holiday due to poor standard of accommodation. Our holiday was booked through a third party. The house looked stunning in the photos but they were clearly out of date. Despite our efforts to address a few issues we were fobbed off. It took them 3 days to respond to my initial message (sent via the third parties platform). To make matters worse my complaint wasn't handled well and I have got some redress through the third party.
If I were the host I would not be letting out a house in the high season with the garden in not a very inviting state, or there being a clothes moths infestation throughout the house. Also if you advertise a cooker/oven as one of the facilities (which is standard in a self catering property) your guests expect it to work! The master en suite needed a few things fixing - luckily there was a bath in another ensuite (once we had made our own window blind) to block out the view of the neighbour. The list went on and on but nothing was addressed during our stay. I was just fobbed off.

They have managed our property for years before leaving us with hus arrays due to their bad management and poor efficiency in their management. We don’t recommend them at all.

Please be careful booking with this company I booked an apartment on the Sunday night paid in full then on Tuesday I realized I'd booked a month later by mistake so I phoned on Wednesday to rebook for the correct month which wasn't available as was anything else. Despite my original booking still being 5 weeks away I have been only offered a 20% refund I'm a very disappointed pensioner with a sour taste left in my mouth I won't use these again.

Beautiful house and location but unfortunately let down by substandard cleaning.

1 dirty sheet (bodily fluids) and pillows (makeup)
2 pans black and greasy, oven trays dirty other kitchen appliances dirty/greasy - had to clean first before we were able to cook
3 bin storage at the side of the house absolutely overflowing and smelly
4 play room smelling of mould (outside drain seems blocked and the water is running down the wall

All in all not the cleanliness you would expect for the price and given the fact check in is not until 4pm.

Frequently booked with this company in the past - unsure what has changed but customer service currently very disappointing. Chat facility on website constantly shows agents ntot available (so why have this facility?), email enquiries not answered (as a hearing impaired customer these two methods of contact are a much better option than phoning).

Excellent communication and accurate descriptions of properties and areas

We have used many letting agents over the years but none have come anywhere close to this company.
An email 2 weeks before the trip, 2 further emails and text messages to give us travel info, a check in while we were away, a reminder about checking out, a check in when we returned.
It honestly made us feel that our booking was important and our custom was valued.
We 100% will look to use Home from Home again.

Great location. Ideal garden for dogs. Very well equipped property

We have rented property off your company for two or more weeks every year for 27 of the last 30 years. Some of those years we rented more than two units as the whole family was home. When there was a problem it was solved politely and expeditiously. This year it was not, it required excessive walking for two seniors and traveling twice to Mumbles trying to solve problems with the property.
We arrived at the office to take possession of the keys for the property we rented on Trawler Road in the Marina Swansea, where we were given 4 keys and told one of those keys will work. He did not know what one along with a key FOB for the underground car parking space. We enter the unit and could not get ITV, BBC or any other channel on the TV they requires a pass code for access. The key FOB to enter the parking lot did not work also.
We call the help number with the problems, they say it’s not a priority for them as it is a long weekend and they have other people with problems.
This left us with no other choice but pay for parking. The closest parking lot is ¾ of a mile walk each way, one of the reasons for taking this rental was the close proximity to a dedicated parking spot. Two of the renters are senior one is 91 years old and the other is 87 years old.
On Monday we drive to the office to sort the problems out. We were asked what did we do to the Fob and the TV as they both worked the week before. The lady was more interested in challenging us for doing something to the equipment, than solving the problems. The bath is deep and slippery, I asked if they had a floor mat to stop slipping in the bath. The lady said there was nothing they could do about it.
She told us we will have to find alternative parking and maybe you will get the money back, still no detail how we were to do that. They can do nothing to help us until they speak to the owner, she has the information required for the TV and the parking FOB.
Saturday we get a call saying a new FOB is at the office for us to pick up. I asked could it be dropped off when the linen is changed that day yes no problem I was assured.
Linen was not changed on the weekend and the parking FOB was not dropped off. Monday for the third time we go to the office to sort out problems. We arrive they give us a parking FOB, we ask why the linen had not been changed since we rented the same property for two weeks. We were informed the cleaner forgot to go to the unit, they gave us clean towels and assured us the bed linen would be changed that day. That evening we arrive back at the unit and find the linen was not changed. We had holiday plans for Tuesday, when we return that evening there is a blue bag with bed linen dumped in the middle of the front hall. We left the beds empty and clear they could have changed the bed linens without any problem. Now we must change our own bed linen.

Information and photos very slightly misleading,so would not return.

Brynfield Road

Building site next to property. It was noisy, I should have been made aware. I would not have made the booking if I'd known. It was an exceptionally noisy area. Dogs barking for long periods of time. Woken by building work every morning. Also disturbed by staff shift change in residential home opposite the property.

Kitchen woefully under supplied, cutlery disgusting, not even a working tin opener available.

Bathroom: black mould all over blind in bathroom. A dead daddy long legs stuck to blind. The bath mat pretty grim. Used cotton wool pad and hair (brush cleanout amounts) from previous holidaymaker left in bottom of bin when we arrived.

No mattress covers. One of the mattresses stained with blood and urine. It was disgusting to be honest.

Lounge. I dropped something to side of sofa, had the pleasure of finding out no cleaning had been done behind there for quite some time. A false nail and a lot of dirt as evidence.

Steps outside are quite deep and there should be a grab rail on internal steps.

No personal touch and no attention to detail.

OK if you are eating out every day, don't want any peace and are happy holidaying next to a building site then this is the property for you.

Very disappointed with Home from Home they clearly don't put the holiday maker first.

There is nowhere aside from Trust pilot to leave a review. You should allow holiday makers to leave feedback on booking website.

Awesome spotless view to die for

Key facilities good
Friendly & helpful staff
Good selection of properties
But although customer services rang to ask about the problems in the flat (after our many emails) with TV aerial it wasn’t mentioned on details or fixed while we were there.
The TV problem was the worst as unable to get CH4 or CH5 at all! This rather spoiled our holiday trying to get it fixed!!
No follow up call. But lights in bathroom were changed very quickly thank you.

Home from Home did a good job but the rental property itself really needs some investment.

I booked a holiday home with Home from Home in August 2023. The boiler broke at the property we were staying and we had no hot water. It took 7 hours of phone calls with no call backs for updates I was constantly chasing them. A gas engineer came out to the property only to tell us what the property Maintenance had already told us earlier on in the day that the boiler was broke and needed parts or replacing. I had asked for alternative accommodation only be told l early evening durning my final conversation that they could not provide us with any and I would have to look for my own and they would reimburse the remaining two days only. What a joke. They just didn’t care. Try finding a pet friendly accommodation for 2 adults/2 children and a dog at such short notice in August. Would not recommend or use this company again. They only care about their profit margins.

The booking experience was reasonably straight forward, but the property we stayed at was next to a very noisy building site, which my wife and I feel very strongly should have been pointed out to us at the time of booking.

Yes parking can be an issue in a small and very popular tourist village, but the stay, the service and the location were stunning.

We stayed in a small ground floor apartment behind a shop with access on a side street. Only a hundred meters from all the local shops and castle.

There was plenty of space, the bed was fabulous and we had the luck of the weather. Service was great, very friendly. Would go again.

Parking is horrendous! Website is misleading. Wasted £25 on Holiday Parking Permit that was absolutely no use whatsoever. Website states that although the street has areas of unrestricted parking (not true - there aren't any), if you buy a Holiday Parking Permit you can park in the Residents only bays (also not true - they're full ALL the time). Managed to secure a parking space 2 days out of 7! Spent over an hour on 2 occasions driving around looking for parking. On our last night paid £18 for return taxi fare instead of driving just so we could keep our parking space for packing up the following morning. Shame because house is lovely but future guests should be aware of parking issues.

Great easy to use website to find and book the perfect holiday.