bespokehotels.com: most-reported complaints
- Complaints in recent reviews
- 100% of 23 recent reviews analysed
- Most-reported issue
- Not as described 56% of complaints
- Company replies
- 0% of negative reviews, typically within a day
- TrustScore
- 1.8 from 23 total reviews
- Review window analysed
- 2022-03-28 to 2026-06-15 23 reviews
- Sector
- Travel
Automated analysis of 23 public Trustpilot reviews published 2022-03-28 to 2026-06-15. TrustScore 1.8 from 23 total reviews — see the Trustpilot page. Quick answer: is bespokehotels.com legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that the company's offerings are not as described, with 13 out of 23 complaints citing this issue. Support is also a frequent concern, as 7 reviewers found it unhelpful and 5 reported being unable to reach support staff. Additionally, 4 reviewers described the core service as poor, specifically mentioning issues with food quality and facility access.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
Not enough reviews to establish a trend.
What are the most common complaints about bespokehotels.com?
| Issue | Share | Count | Trend | By month |
|---|---|---|---|---|
| Not as described | 56% | 13 | ||
| Support unhelpful | 30% | 7 | ||
| Support unreachable | 22% | 5 | ||
| Poor core service | 17% | 4 | ||
| Misleading pricing | 17% | 4 | ||
| Other | 9% | 2 |
Not as described
13 reports · 56% of complaints“Falsely advertised for the Glenburn Hotel. Restaurant closed 2yrs ago”
“Room very mouldy, cold and musty smelling”
“No.mention of 20 steps to dining room so ate in bar area upstairs Food was inedible Lukewarm at best”
Support unhelpful
7 reports · 30% of complaints“Falsely advertised for the Glenburn Hotel. Restaurant closed 2yrs ago”
“Woke up 2nd morning covered in bites from "Bed Mites". Complained to "Manager" and 4 days later waiting for response”
“Stayed at the talbot inn , the room was filthy , several other issues but th3 hygiene a major concern”
Support unreachable
5 reports · 22% of complaints“Booked a stay via this firms website entered payment details and booking was Confirmed' on screen but confirnation email never arrived”
“We have emailed the hotel 7 times so far to try and sort this out but we have not even had a response from them!”
“No chef so no lunch menu! Seems chef has Monday off and agency chef not in until after 3pm.”
Poor core service
4 reports · 17% of complaints“No.mention of 20 steps to dining room so ate in bar area upstairs Food was inedible Lukewarm at best”
“advertise as an inn but no breakfast provided although website and bookings wasn’t clear”
“my cozy double room had peeling wallpaper stained carpet peeling paint damp patch on ceiling”
Misleading pricing
4 reports · 17% of complaints“Booked a stay via this firms website entered payment details and booking was Confirmed' on screen but confirnation email never arrived”
“Now the money that bought this voucher is in their pocket and we can’t get to use it”
“we booked and paid for half board but on arrival in the restaurant that night were told that they don't offer half board”
Other
2 reports · 9% of complaints“The first room we were offered could not have been further away from the facilities with a view of an adjoining roof.”
“Absolutely disgusting 🫣”
The company has not claimed its Trustpilot profile. We last checked this profile on 2026-11-10 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 1 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “bespokehotels.com/12-days-of-christmas-giveaways/ WINNER”.
Severity: 17% of this company’s 23 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
What their policy promises
cancellation method: email
“Cancellations must be notified to the hotel by email.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-10-29.
Policy-page monitoring
We monitor this company’s published policy page. No change to the policy text has been detected since we started watching on 2026-11-02.
Automated change detection on the company’s own published policy page. A change is listed only when a term, price, time limit, right or contact route in the policy text changed; other edits are counted, not listed.
Sector benchmark: not as described makes up 56% of this company’s complaints vs a 25% median across 110 ranked companies in its sector.
Review velocity: 2 of this company’s 23 Trustpilot reviews (9%) were written in the last 12 months.
Other UK companies with evidenced “Not as described” complaints
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- Blues Kitchen
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- BQ Watches
- Bridge Base Online
- British Airways
- britishgardencentres.com
See all companies by issue: Not as described · Support unhelpful · Support unreachable · Poor core service · Misleading pricing · Sector table: Travel in the UK
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Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-29.