Big House Experience: most-reported complaints
Automated analysis of 239 public Trustpilot reviews published 2020-11-18 to 2026-08-30. TrustScore 4.9 from 1,421 total reviews — see the Trustpilot page. Quick answer: is Big House Experience legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Across 239 Trustpilot reviews analysed, the most-reported issues with Big House Experience were: Not as described (11 reports), Overcharging (6 reports), Support unhelpful (6 reports). There are not enough reviews to establish a trend.
How to reach Big House Experience
These are the contact details Big House Experience publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 01242 352747, email [email protected], address Darwin House, Cheltenham, GL50 1HX, GB.
The company claimed its Trustpilot profile on 2017-08-02, uses Trustpilot’s paid features, and last replied to a negative review on 2026-07-07. Trustpilot ranks it 3 of 33 in Vacation Rental. We last checked this profile on 2026-09-24 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 0 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.
Elsewhere: 4.8★ on Google (217 reviews)
TrustScore over time
4.9 → 4.9 across 9 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-12 (100%, 2.5d) · 2026-08-15 (100%, 2.5d) · 2026-08-18 (100%, 2.5d) · 2026-08-21 (100%, 2.5d) · 2026-08-24 (100%, 2.5d) · 2026-08-31 (100%, 2.5d) · 2026-09-08 (100%, 2.5d) · 2026-09-12 (100%, 2.5d).
Severity: 50% of this company’s 24 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
refund window: 3 weeks
“return the balance (if any) to You within 3 weeks of Your departure.”
complaint process: within fourteen days
“You should write to Big House within fourteen days providing details and evidence relating to the complaint.”
refund window: full refund
“cancel the Booking and refund all payments made by You in full”
support availability: phone
“please call us on 01242 352 747 and chat with a member of our team.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-13.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Reply quality: of 23 company replies to negative reviews analysed, 22% engaged with the specific problem and 4% were generic templates.
Review provenance: 212 company-invited reviews in the recent window average 4.92★, while 20 organic (uninvited) reviews average 4.75★.
17% of its 212 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: not as described makes up 46% of this company’s complaints vs a 25% median across 100 ranked companies in its sector.
Review velocity: 396 of this company’s 1,421 Trustpilot reviews (28%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about Big House Experience?
Not as described
11 reports · 46% of complaints“Complained to Big House Experience-not interested in a word we said”
The company replied on 2023-09-25: “Hello, We have been interested in considering your complaint, and have been in direct communication with the lead booker about it with detailed responses. It’s worth noting that no complaint was made…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“they displayed little interest in addressing our concerns”
The company replied on 2023-10-02: “Dear Rob. We have been interested in considering your complaint, and have been in direct communication with the lead booker about it with detailed responses. It’s worth noting that no complaint was…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“disappointed that the hot tub, steam room and sauna were all out of order”
The company replied on 2023-09-27: “Dear Gaynor, We have been in direct communication with the lead booker about your booking with detailed responses. It’s worth noting that no complaint was made to Big House Experience until after…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Overcharging
6 reports · 25% of complaints“owner Gemma deducted £250 for labour cost of one broken kitchen tile which was already damaged”
The company replied on 2024-09-04: “Dear Mohammed, Naturally we’re disappointed to read the reviews from your party, particularly as we want all stays to go without any issue. Deductions from our clients’ cautionary deposits are very…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“over £250 would be deducted from this due to a tiny calpol stain on the sofa”
The company replied on 2025-01-21: “Dear Mandy, Thank you for your review. Naturally, it’s disappointing to read that you didn’t consider the property to be up to the standard expected. It’s such a shame that despite being in contact…”
Our classifier read this reply as a deflection.
“unjust penalty charge we faced for damage we did not cause”
The company replied on 2024-09-04: “Dear Raza, Naturally we’re disappointed to read the reviews from your party, particularly as we want all stays to go without any issue. Deductions from our clients’ cautionary deposits are very rare…”
Our classifier read this reply as a deflection.
Support unhelpful
6 reports · 25% of complaints“Complained to Big House Experience-not interested in a word we said”
The company replied on 2023-09-25: “Hello, We have been interested in considering your complaint, and have been in direct communication with the lead booker about it with detailed responses. It’s worth noting that no complaint was made…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“they displayed little interest in addressing our concerns”
The company replied on 2023-10-02: “Dear Rob. We have been interested in considering your complaint, and have been in direct communication with the lead booker about it with detailed responses. It’s worth noting that no complaint was…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“hot tub was broken, the pool was a bit chilly with no way of heating it, tiles were missing and the sauna and steam room didn’t work”
The company replied on 2023-09-28: “Dear Ralph, We have been in direct communication with the lead booker about your booking with detailed responses. It’s worth noting that no complaint was made to Big House Experience until after your…”
Our classifier read this reply as a deflection.
Support unreachable
3 reports · 12% of complaints“Can’t even get through to the host who stole part of the deposit from me unlawfully”
The company replied on 2024-09-04: “Dear The Sleepy Dude, Naturally we’re disappointed to read the reviews from your party, particularly as we want all stays to go without any issue. Deductions from our clients’ cautionary deposits are…”
Our classifier read this reply as a deflection.
“have chased on emails and tried calling.... have had no response”
The company replied on 2024-08-13: “Dear Jono, Thank you for your review. We aim to offer an exceptional level of service, but it sounds like we haven't in your case and I am sorry about that. I have spent some time looking for emails…”
Our classifier read this reply as a deflection.
Poor core service
3 reports · 12% of complaints“disappointed that the hot tub, steam room and sauna were all out of order”
The company replied on 2023-09-27: “Dear Gaynor, We have been in direct communication with the lead booker about your booking with detailed responses. It’s worth noting that no complaint was made to Big House Experience until after…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“disappointed to find alot of the facilties such as the hot tub, sauna and steam room where not working”
The company replied on 2023-09-27: “Dear Samantha, We have been in direct communication with the lead booker about your booking with detailed responses. It’s worth noting that no complaint was made to Big House Experience until after…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“air hockey table tatty & didn’t work properly, pool table wonky, hot tub controls kept freezing”
The company replied on 2024-05-21: “Dear Joanne, Thank you for your review. We always aim to ensure that our clients' stays go without any reason for complaint, so naturally we're disappointed to read that you had the niggles you…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Compare Big House Experience with…
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 2026-09-05.