Canvas and Stars

Had such lovely experience here last summer, unfortunately due to COVID we won't be returning until next year, I must say I'm very impressed with how they have managed this whole situation, very professional. Myself and my friends highly recommend Canvas and Stars and can't wait to be back!

They are under a belief that a poor financial situation puts them above the law. Due to poor practice on their behalf I am now forced to make a court case against them. In summary they were happy to take my deposit but are now refusing to refund me although they are unable to provide the service for which I paid. In October last year I paid a deposit of £450. At the beginning of February it was established that due to a change in service offered they could no longer provide the experience for which I had paid and they agreed to refund me within 30 days (this is covered by the Consumer Right Act 2015 due to inability to provide services paid). They did not refund me and for two months I was patient and understanding of the fact they were a small business and was regularly advised by them that I would receive the refund soon. After three months their inability to pay was taking a financial and emotional toll on me and I contacted them stating that I would require the refund ASAP. They refused to pay under the pretext that they could not afford to. They have made no condolences for my own situation and the stress their negligence is causing me. I responded with an email stating in detail our communications and why they were legally obligated to return my money and provided them a date by which to return this to me or I would be forced to take legal action. That date has now passed.

MAKE SURE TO READ THE 'POLICIES' Due to COVID19 the site has unfortunately had to temporarily shut. My wife was supposed to be visiting in September 2020 for a girls weekend, but now the company have said the booking is being postponed to September 2021. We politely requested a refund due to not knowing where we will be in September 2021, along with the fact we don't know if this company will even be trading next year. We were told no, all bookings were non refundable, regardless of the reason, you can only postpone your trip and they will attempt to sell your booking. After requesting a refund for the above reasons, it was just ignored, along with the request to see their complaint procedure - again just ignored. I appreciate it is hard times for everyone involved and business need cash, I am sure all staff have been furloughed, but this approach to customers is stressful too. They sneakily hide their T&Cs on the website under 'policies', don't ask you to agree to the T&C's at any point during the booking and only after you have booked do they send you a copy of the T&Cs. By then it is to late as your booking is non refundable. I have reported them to Trading Standards and hope others who have been effected do also.