Big Tree Holiday Flats — Hotel in Great Britain

I unfortunately have seen the flip side of these "lovely" hosts. My recent experience was awful. Firstly let me say the flats are very pleasant sadly the hosts are not. I recently booked a 12 week winter let as advertised on their website and promptly paid a £300.00 deposit by bank transfer. I did expect a receipt to follow but it did not. In hindsight I find questionable why no receipt sent most busi esses send out receipts fir payments made. Two days after finalising the booking sadly my husband collapsed and died. This threw all future plans into disarray including our planned 3 months in Paignton for the winter. I immediately contacted Michelle to cancel and requested the possibility of a refund of our deposit as the circumstances were a little different to standard cancellation. However Michelle said she was rigidly sticking to the booking wording there would be no refund under any circumstances. Obviously sympathy and compassion is not in her remit. She did point out that it is recommended to take out holiday insurance to cover cancellation. However when I then asked her to send me a receipt for the deposit I had paid she said would ensure she would put on it that if she relet the flat on the dates we had booked my deposit would be refunded to prevent any insurance claim being granted. That seems very spiteful and no way to treat a very upset person still reeling from the sudden death of her husband. And how would I ever know if the flat was reset or not? So although the flats may be quite pleasant the owners as it turns out are not so and totally lacking in any humanity compassion or empathy. However I suppose this is business they are entitled to apply the rulings and not bring compassion into it. These are the people you will be booking with so take that into consideration. If you have any problems you will no doubt get the same lack of care that I did. I xertainly would not want to give my business to such people although sadly unknowingly I regrettably did.

I need to comment on Michelle's response to my review which is totally inaccurate and to justify said review Although she says she will refund if she relets the flat and thatbI can check on the website to see if that happens. The calendar on the website does not show winter months it says on the website to phone for winter availability. Hence I would be relying on her word. I do nit deny I was told the deposit was none refundable I just thought that under the circumstances of the sudden unexpected death of my husband just 2 days after a booking and the stay 6 months in the futureba little compassion could be shown. Sadly not. Also re the length of stay. Michelle did say tge ruling was 28 days. But she would get round that not by as she states asking us to go to another establishment for a week but to move to another of her flats. Possibly so we continue spending our money with her? Money does seem to be her priority. No invoice has been received at my son's address even though payment made nearly 2 weeks ago. Having to ask for a receipt as opposed to one automatically sent out is not best practice. Although Michelle states she has been helpful she has in fact been very obstructive and uncooperative at this distressing time. Not helped by communication made difficult as no e mail is available to make it easier. The only way to communicate is via telephone or post which is not very satisfactory to validate what has been discussed. I do wonder why. No owners surname supplied either. In hindsight a rather odd and unprofessional way to...

we stayed here in june 2024 & had a fantastic time. flat was very clean with all necessary equipment for self catering. hosts were very helpful with directions to local attractions & where to eat out. beautiful beaches within walking distance. also bus stop just outside for easy reach to local towns & beaches. highly recommended. mike & gaby...

Amazing carved faces and seats. A work of art that needs some restoration done ASAP. Come on council sorted it out as that is an amazing land mark. Put some money into restoring this tree...... I hope to see in the very near future this being done some everyone who comes to torbay can see this for...