Aspects Holidays: most-reported complaints
Automated analysis of 306 public Trustpilot reviews published 2019-09-27 to 2026-09-08. TrustScore 4.9 from 1,068 total reviews — see the Trustpilot page. Quick answer: is Aspects Holidays legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that the holiday accommodation was not as described, accounting for 55% of the 51 identified complaints. Support was cited as unhelpful in 29% of cases, while faulty products and poor core service each made up 10% of the feedback. Specific issues included dirty linen, broken furniture, and the presence of rats in the property.
How to reach Aspects Holidays
These are the contact details Aspects Holidays publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 01736 754242, email [email protected], address Aspects Holidays, Sapphire House, Hayle Business Park, Cornwall, Hayle, TR27 5JR, GB.
The company claimed its Trustpilot profile on 2015-04-13, uses Trustpilot’s paid features, and last replied to a negative review on 2026-08-15. Trustpilot ranks it 1 of 19 in Self-Catering Accommodation. We last checked this profile on 2026-09-24 and found 18 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Companies House: ASPECTS HOLIDAYS LTD (no. 08170265), active, incorporated 2012 (14 years); next accounts due 2026-09-30, last accounts filed 2026-03-09. 3 current officers (5 on record historically); 2 filings in the last 12 months (48 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-09-23.
Forum footprint: 18 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: “E: 31/07 Win a £500 voucher for Aspects Holidays”, “E: 15/03 Win A Short Break in Cornwall with Aspects Holidays”, “E: 01/11 WIN A YEAR'S SUPPLY OF BEER AND A £500 ASPECTS HOLIDAYS VOUCHER (IG Required)”.
Elsewhere: 4.6★ on Google (184 reviews)
TrustScore over time
4.9 → 4.9 across 16 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%, 1.9d) · 2026-08-15 (90%, 1.9d) · 2026-08-18 (100%, 1.8d) · 2026-08-21 (100%, 1.8d) · 2026-08-24 (100%, 1.8d) · 2026-08-28 (100%, 1.8d) · 2026-08-31 (100%, 1.8d) · 2026-09-03 (91%, 1.8d) · 2026-09-06 (91%, 1.8d) · 2026-09-09 (91%, 1.8d) · 2026-09-12 (91%, 1.8d) · 2026-09-15 (91%, 1.8d) · 2026-09-18 (91%, 1.8d) · 2026-09-21 (91%, 1.8d) · 2026-09-24 (91%, 1.8d).
Severity: 25% of this company’s 51 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 20.4 days between the experience and publishing their negative review (33 reviews record both dates).
Measured reply time: across 46 negative reviews that received a public reply, the median wait was 2.4 days — the company profile reports an average of 2 days.
Reply quality: of 46 company replies to negative reviews analysed, 48% engaged with the specific problem and 13% were generic templates.
9% of its 296 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 55% of this company’s complaints vs a 17% median across 100 ranked companies in its sector.
Review velocity: 706 of this company’s 1,068 Trustpilot reviews (66%) were written in the last 12 months.
What are the most common complaints about Aspects Holidays?
Not as described
28 reports · 55% of complaintssteady“The linen was dirty with noticeable blood and dirt stains”
The company replied on 2021-07-28: “We are extremely disappointed to read that you were not happy with your holiday experience, and it is such a shame to hear this for the first time via your review, which was published only after we…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“When we turned up we had the shock of our lives. It was so filthy, you would not believe your eyes.”
The company replied on 2020-08-28: “Hi Jodie. We really would like to stress that the safety and satisfaction of guests is extremely important to us and we want everyone to feel comfortable and safe while they are on holiday. We…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“When we arrived, it was so dump, the bed linen was wet.”
1 reader marked this review helpful on Trustpilot.
Support unhelpful
15 reports · 29% of complaintsrising since 2024-11“one of the bedrooms was not fit for purpose and it ruined our holiday”
The company replied on 2024-09-27: “Unfortunately, not all owners provide blackout blinds or curtains, which we appreciate may not be to everyone's preference and we are very sorry that this led to such a disappointing experience with…”
Our classifier read this reply as a deflection.
“After paying balance in full was informed no pets!!!!”
The company replied on 2022-08-09: “Hi Sarah. We are sorry you have been left with the impression that we do not care, as the whole team here genuinely want to try and do everything possible to ensure every customer has the best…”
Our classifier read this reply as a deflection.
“Aspects are not bothered at all and refused under these exceptional circumstances to issue a refund.”
The company replied on 2020-08-14: “Hi Jill. First, we would just like to apologise as we have moved over to a new email system which unfortunately kept sending emails into spam/junk folders. As we have since discussed, a member of…”
Our classifier read this reply as a template response.
Faulty product
5 reports · 10% of complaintsrising since 2024-11“The table was broken and the chairs were faulty”
The company replied on 2023-10-27: “We were so sorry if the cleaning was not to the standard that you would have expected. Your feedback was passed straight onto the owners housekeeper and we will keep a close eye on this going…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“tumble dryer old and didn't work properly”
The company replied on 2026-06-30: “We are so sorry to hear that, as it sounds very unusual for that property to have such issues, with the owner always very keen to address any suggestions/feedback from us and guests. It is such a…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“The photos on the website are not representative of what it really looks like.”
The company replied on 2025-08-18: “We were so sorry to hear about these issues. This is not what we or the owners would expect guests to arrive to, and we are very sorry if the team’s response came across in the wrong way. They had…”
Our classifier read this reply as a substantive response.
Poor core service
5 reports · 10% of complaintsrising since 2024-11“The main problem with the property was rats in the roof space”
The company replied on 2025-10-13: “We were very sorry to hear of this. Please rest assured that we have been liaising with the owners to get your feedback about possible rodents investigated. It is possible there has been a temporary…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“tumble dryer old and didn't work properly”
The company replied on 2026-06-30: “We are so sorry to hear that, as it sounds very unusual for that property to have such issues, with the owner always very keen to address any suggestions/feedback from us and guests. It is such a…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“Uncomfortable beds , very loud people upstairs banging around all night”
The company replied on 2025-11-06: “We are so pleased you enjoyed the view, though sorry that we didn’t hear from you at the time of your stay so that we could have assisted. We don’t usually get reports of the shower doing this, so…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Refund refused
4 reports · 8% of complaintsfalling“this company point blank refuses!”
2 readers marked this review helpful on Trustpilot.
“we where only given 20 percent refund.”
The company replied on 2024-08-05: “We were so very sorry to hear about the loss of your grandmother and then you and your mother both getting covid at a time that was no doubt difficult enough. We would never intend to add stress and…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Aspects are not bothered at all and refused under these exceptional circumstances to issue a refund.”
The company replied on 2020-08-14: “Hi Jill. First, we would just like to apologise as we have moved over to a new email system which unfortunately kept sending emails into spam/junk folders. As we have since discussed, a member of…”
Our classifier read this reply as a template response.
Other
3 reports · 6% of complaintsfalling“Aspect holidays do not put up negative reviews on their properties”
The company replied on 2024-09-03: “We are so sorry for the delay. Your review is now live on our website. We would like to reassure you that we do not cherry pick reviews; they all go live, except on the very rare occasion that the…”
Our classifier read this reply as a substantive response.
“suddenly - with no notice, I was told they wouldn't be marketing my property.”
“Letting a property out during lockdown ? Did I see the Police knocking on the door”
The company replied on 2021-02-09: “Hi Macha, Thanks for leaving a review, but please don’t jump to conclusions. Almost all of our bookings within the lockdown period have been cancelled/moved. There are however certain exemptions…”
Our classifier read this reply as a deflection.
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 2026-09-09.