Home From Home Vacations: most-reported complaints
Automated analysis of 100 public Trustpilot reviews published 2018-10-27 to 2026-03-18. TrustScore 3.1 from 216 total reviews — see the Trustpilot page. Quick answer: is Home From Home Vacations legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unreachable, with 6 out of 19 identified complaints citing a lack of response. Refund issues are also common, as 5 reports mention refunds being refused and 3 reports describe delays in receiving money. Other complaints account for the remaining 2 reports. No clear trend can be established for these issues due to the limited number of reviews.
How to reach Home From Home Vacations
These are the contact details Home From Home Vacations publishes on its Trustpilot profile, as of our last check on 2026-09-26 — phone +442082338111, email [email protected], address 66 Paul Street, London, EC2A 4NA, GB.
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.
The company claimed its Trustpilot profile on 2024-03-06 and last replied to a negative review on 2026-03-18 — more than six months ago. We last checked this profile on 2026-09-26 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: 4.7★ on Google (0 reviews)
What their policy promises
refund window: eight weeks prior to arrival
“We require full payment eight weeks prior to arrival.”
refund window: immediately
“Should you need to make amendments to your booking, please contact us immediately.”
refund window: three working days before you leave
“We ask you to contact us regarding your departure time at least three working days before you leave.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-07.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-14.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
48% of its 73 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: support unreachable makes up 32% of this company’s complaints vs a 18% median across 96 ranked companies in its sector.
Review velocity: 1 of this company’s 216 Trustpilot reviews (0%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about Home From Home Vacations?
Support unreachable
6 reports · 32% of complaints“did not respond to emails. Eventually got a refund after 6 weeks”
The company replied on 2024-03-06: “Refuting Walmsley review - Dear Mr. Walmsley, We have no record of you ever staying at one of our properties. Furthermore, we would not accept a booking if there was any likelihood that it would…”
Our classifier read this reply as a deflection.
“When I tried to contact them to have the funds paid out, I recieved no reply whatsoever”
The company replied on 2024-03-07: “Thank you for clarifying. Your booking was cancelled due to covid.”
Our classifier read this reply as a deflection.
“For the last five weeks I have tried to contact them by phone, email and via their own website messaging No response”
Refund refused
5 reports · 26% of complaints“HOME FROM HOME refused to reimbursed that amount.”
The company replied on 2024-03-06: “Refuting NGUYEN review - Dear Natalie, Please take down this dreadful review that has nothing to do with our business: www.homefromhome.co.uk We rent homes in London; Chelsea, Kensington, and Notting…”
Our classifier read this reply as a deflection.
“When I tried to contact them to have the funds paid out, I recieved no reply whatsoever”
The company replied on 2024-03-07: “Thank you for clarifying. Your booking was cancelled due to covid.”
Our classifier read this reply as a deflection.
“For the last five weeks I have tried to contact them by phone, email and via their own website messaging No response”
Refunds delayed
3 reports · 16% of complaints“did not respond to emails. Eventually got a refund after 6 weeks”
The company replied on 2024-03-06: “Refuting Walmsley review - Dear Mr. Walmsley, We have no record of you ever staying at one of our properties. Furthermore, we would not accept a booking if there was any likelihood that it would…”
Our classifier read this reply as a deflection.
“I received only auto-response emails, telling me that the coronavirus issue had shut down their offices”
“almost 4 weeks later we still don't have our bond money back even though it has been promised a number of times”
The company replied on 2020-01-23: “Dear John, Thank you for taking my call earlier. We are sorry for any miscommunication on our end and we hope that we were able to clarify some things in regards to the refundable security. As stated…”
Our classifier read this reply as a deflection.
Other
2 reports · 10% of complaints“they are out an out thieves criminal enterprise”
“started up at Midnight and partied - windows open - with loud hip hop music until 6AM”
The company replied on 2019-08-15: “Dear Steve, Thank you for reviewing your recent stay, we appreciate your feedback and are also disappointed that your experience did not meet your expectations. We regret to hear that you had trouble…”
Our classifier read this reply as a substantive response.
Not as described
2 reports · 10% of complaints“The website description of the flat as elegant and beautifully furnished is grossly misleading.”
“in reality it felt unwelcoming and we spent very little time there.”
The company replied on 2019-06-24: “Dear Valued Customer, Thank you for reviewing your recent stay, we appreciate all the comments you have shared with us. We are disappointed to hear that your experience did not meet the expectations.…”
Our classifier read this reply as a substantive response.
Support unhelpful
2 reports · 10% of complaints“Paid nearly £600 for 3 nights at the cottage, asked for my money back and they have offered me £150 as a 'goodwill' gesture.”
The company replied on 2024-03-06: “Refuting Phillips review Dear Mrs Phillips, We do not have a record of you booking a property with www.homefromhome.co.uk, in March of 2022. We believe that your review is meant for a different…”
Our classifier read this reply as a deflection.
“Half way into our stay both YV and internet went out.”
The company replied on 2018-11-28: “Dear Mrs Pfund, Thank you for reviewing your recent stay here in London, we appreciate all the comments you have shared with us. We regret to hear that your experience did not meet the expectations…”
Our classifier read this reply as a template response.
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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 2026-09-07.