LHH Scotland Ltd Strathpeffer Road, Dingwall IV15 9SL

"Booked with LHH Scotland for a holiday in the Black Isle in June/July 2021 and had a wonderful time. The property we used (Drummond Reach) was excellent and matched the property description on the LHH website. We would not hesitate to use this particular property or LHH Scotland again. Communication with LHH was excellent, and we had no problems with any descriptions or instructions provided in their emails."

"We booked our 2020 October Half Term trip with LHH with a little trepidation, not knowing if we would be able to travel for sure. To put our minds at rest LHH assured us an included in their terms that if the trip could no go ahead we would be able to carry the booking forward or receive a full refund. This gave us the comfort to book. As it happens we were lucky, we’re able to travel and we had a great week. This has been a very difficult time for all travel but for us and this trip it worked out really well."

"As others have said, LHH handled the covid situation atrociously, much worse than our experience of two bookings with other agencies this year. We will not trust them again. LHH cancelled our end May booking days after we had paid the final balance and well before there was any requirement on them to do so, saying they would not refund. LHH then sent a bizarre email saying they weren't cancelling the booking, but we still couldn't go or get a refund. LHH eventually relented a little and said they would roll the booking to 2021, which we agreed, since by that time it was looking like there could be restrictions on us taking up the 2020 booking, and frankly because we wanted to support a sector which was likely to suffer. LHH then, nearly four weeks after agreeing the 2021 booking, said we had to accept new T&C's to keep it which would have given them great freedom to cancel but not refund (ie what they had tried to do already this year). These had not been mentioned when we agree that booking and were therefore not what we had agreed. Attempts to change T&Cs after agreement is a very questionable business practice. We declined to proceed with this revised booking at that point given their earlier behaviour did not make us comfortable trusting them. That behaviour was out of line with other rental agencies. LHH's emails, in part, claimed to come from their legal team, although the language used did not look like it came from a lawyer, much less someone who cared about customers, and demonstrated a desire to stick with a narrative of events that they had essentially created and which they would have known to be false had they actually read previous emails from themselves as well as from me. LHH's apparently inability to recognise the booking details they had made raises as much doubt about their ability to run a reliable booking agency as their apparent belief that they had no responsibility for bookings they made, either directly or on behalf of the owners. Fortunately, there are plenty of other agencies hiring Scottish holiday lets - we had two others this year whose initial T&C's were very similar, but whose behaviours were very different. While we were able to recover nearly all our booking costs, it does not seem right than an insurance company should need to pay out to us because a rental agency lacked integrity. I have a document trail supporting all points above."

"4th year running using LHH for our annual trip to Scotland and as always, booking process, communication etc. is always excellent. The 1* reviews left on here are genuinely unfair given the circumstances caused by Covid worldwide and it clearly states at the point of booking that the deposit is NON REFUNDABLE! At the time of booking your accommodation, you should have your own holiday insurance in place or book on your credit card for your own security. The houses are fabulous and the rental process with LHH is always Excellent. Will continue to book with them in the years to come and will always recommend them!"

"We booked for a week in April, but due to the Covid-19 travel restrictions it was cancelled. I asked the company if I could move our dates and they refused point blank, told me the cottage owners would be losing income and told me I had to claim through my insurance, I sent several emails to them about this and got very unhelpful responses. So I tried to claim through insurance and failed due to the terms and conditions of my policy, I was eventually able to contact the holiday cottage owner who had sacked LHH due to their customer service! She told me she had from the start wanted to refund everybody or move dates but LHH had refused because they did not want to refund their admin fees which were £120 per week, she was very upset about this and had herself received an appalling service from LHH when she told them she was leaving. She said other cottage owners were also sacking off LHH for the same reasons. Appalling company please beware, I would never use this company again."