The best and worst UK holiday cottage providers for 2024 have been named in a new ranking – and it’s The Landmark Trust that comes top.
The list is courtesy of research by consumer champion Which?, with Rural Retreats securing the runner-up spot and Toad Hall Cottages coming third.
At the other end of the table, Vrbo comes second from last, just above Norfolk Cottages.
The list has been drawn up by a survey of more than 4,000 people. They were asked about their experiences with holiday cottage companies in the past two years.
Holidaymakers were invited to give their cottage stay a rating out of five stars across nine categories, including customer service, booking process, quality of accommodation, cleanliness and value for money. An overall customer score was calculated based on overall satisfaction and likeliness to recommend.
The best and worst UK holiday cottage providers for 2024 have been named in a new Which? ranking – and it’s The Landmark Trust that comes top. Pictured above is one of the organisation’s rentals – Coed y Bleiddiau, a small 19th-century cottage in Snowdonia National Park, located next to the restored Ffestiniog Railway. The Landmark Trust says: ‘It was built in 1863 for the railway superintendent, T. Henry Hovenden. If you time it right, you might even be able to arrive here by steam train’
Above two images – The Landmark Trust’s Prospect Tower in Kent, which sleeps two. The circular tower is located on the edge of a cricket pitch
The Landmark Trust tops the table with a ‘stellar’ customer score of 90 per cent, with the organisation awarded Which? Recommended Provider status for the second consecutive time.
Which? says: ‘With a carefully curated collection of around 200 properties, The Landmark Trust has a unique proposition – granting holidaymakers the opportunity to experience stays in heritage buildings that have been carefully restored – ranging from castles and follies to lighthouses and towers.
‘Survey respondents liked the “fascinating” and “quirky” properties, with one saying their stay was “rather like staying in a cosy museum [in] which we could wander around and admire the restoration and original features time and again”.’
Which? adds: ‘The company secures an impressive five stars in almost every category, including quality of accommodation, communication and customer service – with one customer even praising the ease with which they were able to alter their booking at short notice.
The Which? list has been drawn up by a survey of more than 4,000 people. They were asked about their experiences with holiday cottage companies in the past two years
‘It scores four stars for the range of properties and for value for money.’
Rural Retreats earns silver thanks to a customer service score of 88 per cent – and also secures Which? Recommended Provider status.
Which? says: ‘It receives an impressive clutch of four and five-star ratings, with one respondent describing their stay as “an utter delight”. From “lovely” welcome hampers to the “top quality furnishings and fittings”, it was the little touches that left a mark on guests, who enjoyed stays in rural properties ranging from manor houses to barn conversions.’
Toad Hall Cottages takes third place thanks to an ‘excellent’ customer score of 85 per cent.
Which? labels this provider as ‘a solid option for those looking for a bargain break in the South West’.
The firm offers the lowest average prices, as reported by survey respondents, ‘and an impressive five-star rating in six key categories including customer service, communication and cleanliness’.
Rural Retreats earns silver thanks to a customer service score of 88 per cent. Pictured is the firm’s Field Cottage & Garden Room on the edge of Elmley Castle village in Worcestershire
Above is Rural Retreats’ Olive Tree House near Lewes in Sussex. Rural Retreats secures Which? Recommended Provider status
However, Which? points out that ‘the standard of its accommodation did not quite match up to some other providers, scoring just three stars in this category’.
What’s more, it misses out on Which? Recommended Provider status due to ‘restrictive’ cancellation terms.
Only two other firms receive the prestigious Which? Recommended Provider badge – National Trust Cottages (84 per cent) and Classic Cottages (82 per cent).
The former scores five stars for communication, customer service, booking process, quality of accommodation and cleanliness, with one returning customer claiming their experience is ‘always excellent’, while another said ‘I can’t wait to book again’, Which? reports.
Toad Hall Cottages takes third place thanks to an ‘excellent’ customer score of 85 per cent. Above are three of the provider’s rentals in Hope Cove, Kingsbridge, Devon – Shippen Cottage, Camac Cottage and Harbour Cottage
Classic Cottages, meanwhile, also receives a clutch of five and four-star ratings, with Which? commenting: ‘It is testament to its excellent service that one survey respondent reported booking as many as 40 times, saying “it’s always been totally reliable”.’
Norfolk Cottages takes last place with a customer score of 68 per cent. While it scores a full five stars for cleanliness, and four stars in key categories including communication and customer service, it receives just two stars for its range of properties.
Booking site Vrbo scores 69 per cent.
It, too, receives five stars for cleanliness but scores just two stars for the range of properties and a ‘mediocre’ three stars for customer service.
While some praise the service they received, singling out the ‘great website, and great communication from the host’, another claimed that Vrbo proved ‘impossible to contact’ when they had a problem, Which? comments.
Naomi Leach, Deputy Editor of Which? Travel, says: ‘Booking the right UK holiday cottage can sometimes feel overwhelming, with no guarantee that glossy marketing pictures will measure up when you collect the keys.
‘With average prices topping a thousand pounds for a week’s stay, it’s more important than ever to ensure you’re getting value for money from your break. The top-rated companies in our survey deliver this and more. Whether you’re seeking a unique heritage address or a room with a view, our recommended providers are a great place to start your search.’
MailOnline Travel has asked Vrbo and Norfolk Cottages for a response.
