Travel House: most-reported complaints
Automated analysis of 451 public Trustpilot reviews published 2014-06-11 to 2026-09-02. TrustScore 4.9 from 5,896 total reviews — see the Trustpilot page. Quick answer: is Travel House legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unhelpful, accounting for 30% of the 64 identified complaints. Other frequent issues include support being unreachable and services not matching their description, each representing 20% and 22% of complaints respectively. A significant portion of complaints, 23%, falls under the 'Other' category, which is noted as a rising trend.
How to reach Travel House
These are the contact details Travel House publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 01792 293743, email [email protected], address Travel House, Unit 44G Cwmdu Parc, Swansea, SA5 8JF, GB.
The company claimed its Trustpilot profile on 2021-01-21, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-08-27. Trustpilot ranks it 32 of 203 in Travel Agency. We last checked this profile on 2026-09-24 and found 25 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 70 MoneySavingExpert forum discussions mention this company (browse). Roughly 1 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: “A: 12/12 Travel House [FB]”, “E: 31/07 Win £50 Travel House Holiday Vouchers (Short survey)”, “E: 04/10 WIN A Kindle + £150 Amazon voucher with Thomson”.
TrustScore over time
4.9 → 4.9 across 15 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 (50%, 4.0d) · 2026-08-15 (50%, 4.0d) · 2026-08-18 (50%, 4.0d) · 2026-08-21 (50%, 4.0d) · 2026-08-24 (50%, 4.0d) · 2026-08-27 (47%, 4.0d) · 2026-08-30 (53%, 3.8d) · 2026-09-02 (50%, 4.3d) · 2026-09-08 (50%, 4.3d) · 2026-09-11 (50%, 4.3d) · 2026-09-14 (50%, 4.3d) · 2026-09-17 (50%, 4.3d) · 2026-09-20 (50%, 4.3d) · 2026-09-24 (50%, 4.3d).
Severity: 20% of this company’s 64 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 9.7 days between the experience and publishing their negative review (65 reviews record both dates).
Measured reply time: across 38 negative reviews that received a public reply, the median wait was 2.2 days — the company profile reports an average of 4 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 38 company replies to negative reviews analysed, 24% engaged with the specific problem and 53% were generic templates.
8% of its 509 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 unhelpful makes up 30% of this company’s complaints vs a 31% median across 122 ranked companies in its sector.
Review velocity: 2,676 of this company’s 5,896 Trustpilot reviews (45%) were written in the last 12 months.
What are the most common complaints about Travel House?
Support unhelpful
19 reports · 30% of complaintssteady“I was charge £120 for the change but he insisted that I booked a hotel voucher for 3 days”
2 readers marked this review helpful on Trustpilot.
“extremely poor customer service and rude customer rep”
1 reader marked this review helpful on Trustpilot.
“The supervisor was rude and unhelpful, showing a c”
Other
15 reports · 23% of complaintsrising since 2025-08“Refuse to reimburse my £530.”
2 readers marked this review helpful on Trustpilot.
“Why did you removed my review? So that noone sees what bullsh**t your doing to us”
The company replied on 2023-10-23: “Hi Villamor, Upon review, we couldn't locate any record matching the information provided. This has led us to believe that there may have been a misunderstanding. We apologise if this has caused any…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“The young lady was not interested in what I had to say”
The company replied on 2026-07-07: “Thank you for taking the time to share your feedback. We're sorry to hear that you were disappointed with your recent experience. We understand your frustration regarding the luggage charge. However,…”
Our classifier read this reply as a deflection.
Not as described
14 reports · 22% of complaintssteady“What I thought was booked was not the same package”
The company replied on 2026-04-27: “We appreciate you sharing your experience. We're sorry the cabin arrangement didn't meet the expectations set by our sales team, especially considering your needs. We're glad the crew and facilities…”
Our classifier read this reply as a template response.
“When I arrive I was placed on the top level of the hotel.”
“I wanted all inclusive but got self catering instead.”
The company replied on 2025-07-14: “Thankyou for your review! We look forward to book your next getaway! Kind Regards Travel House Blackwood”
Our classifier read this reply as a template response.
Support unreachable
13 reports · 20% of complaintssteady“Never take your calls and never message back STAY AWAY you will loose your money”
The company replied on 2024-05-08: “Hi Bob Marley, I can't seem to find you on our system, therefore I believe you have booked with a company that has a similar name to us. If this isn't the case please reach out and I will do my best…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“SENT ME A WRONG DATE!”
1 reader marked this review helpful on Trustpilot.
“the company has not refunded me.”
Misleading pricing
11 reports · 17% of complaintssteady“SENT ME A WRONG DATE!”
1 reader marked this review helpful on Trustpilot.
“absolutely terrible.update they have admitted fault and now not even answering my email”
The company replied on 2023-09-13: “Dear customer, I am sincerely sorry for the distressing experience you've had, and I want to extend my deepest apologies for the multiple issues you encountered with your holiday plans. This is far…”
Our classifier read this reply as a template response.
“false advertising an exchange rate in big numbers on the outside windows”
The company replied on 2026-03-25: “Thank you for your feedback. We’re sorry to hear you were unhappy with your experience. Our advertised rates are “from” rates based on higher transaction amounts (e.g. £1000+), which is indicated on…”
Our classifier read this reply as a deflection.
Overcharging
7 reports · 11% of complaintssteady“I was charge £120 for the change but he insisted that I booked a hotel voucher for 3 days”
2 readers marked this review helpful on Trustpilot.
“The supervisor was rude and unhelpful, showing a c”
“But I was charged £103.09 why I rang mumbles branch and they put the phone down on me”
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.