Canvas Holidays Ltd - Dunfermline

Samuel H.

DO NOT STAY IN FRANCE WITH THIS COMPANY IF YOU ARE BRITISH.

While staying at Saint Jacques Tohapi campsite in Brittany booked via UK based Canvas Holidays (part of Vacanceselect) our car was parked in the private car park behind a barrier and reported to have CCTV in the ‘family friendly’ campsite. On the second night our UK car was keyed multiple times and dented on the roof.
I immediately reported it to the campsite director (Philippe) who directed me to the police station to report the vandalism. The gendamamrie/police in their report acknowledged it was vandalism and likely a hate crime because of the UK sticker on the car. The gendamarie in Sarzeau confirmed that it was not unusual to happen in the local area to UK cars.
I will now have to pay the excess on my insurance to get the scratches and dents taken out because of this crime committed on the private car park in this family friendly campsite, doubling the cost of our holiday.
We did not feel welcomed as a British family at this campsite, we were told by the campsite director he would look into helping us with costs of getting the car fixed as the vandalism happened in their private car park as a goodwill gesture. But as soon as we left, we were out of sight and therefore out of mind.
So we have taken it up with our UK based booking agent Canvas holidays who I felt would want to look into this more as they are promoting holidays to British families to this campsite and area, but it has not been taken seriously or any offer of support for my family to date.

B B.

I cannot recommend Canvas Holidays highly enough. From start to finish they've been so helpful and accommodating. Our original accommodation booking at La Yole was cancelled by the owner so Canvas moved us to Clarys Plage. On the first day of our holiday our car broke down - the rep onsite was super helpful in extending our stay (since AXA were unhelpful enough not to do anything about organising a hire car until they'd all sold out) as was Jan back in the office in moving our original ferry booking. I cannot recommend Canvas highly enough. The every day stuff you expect - it's how a company responds when things go wrong that makes the difference and Canvas really went the extra mile. We will be booking with them again.

SJ9876

Booked with Canvas for Duinrell, The Netherlands.

Pros: Reps checked in with us several times during our stay.

Cons: They do not clean the caravans themselves, you are expected to clean upon departure.
They take a holding deposit and are meant to check the caravan with you upon departure. HOWEVER, the rep did not turn up. We spoke to the office, told they would be 15 minutes. 25 minutes later, still no rep. Called again. They said if we were satisfied the caravan was clean, we could leave the keys and depart.

Would never use Canvas Holidays again.

Dave C.

We have used canvas for years, but will never again holiday with them, the reps we had norcenni were rude and behaved in such a disgusting manner. We arrived to be given a accommodation with no electricity and then one with a hornets nest in one of the bedrooms, this was on a Monday at 3pm, the reps said sorry nothing we can do! and it's our day off tomorrow so we can't do anything tomorrow either! I phoned canvas to explain, they said there nothing they could do and they had loads of empty accommodation the site, the reps were just to lazy to sort it.

We saw the reps enjoying a day around the pool the next day, luckily my in-laws were on the same site so we managed to stay with them for the night (which ended up being two nights). When I approached the reps. they refused to speak to me or my wife and just ignored us, it took around 5 hours of phone calls to canvas to get this sorted and then it was only sorted on the Wednesday evening!

To leave a family with no accommodation just because your lazy staff couldn't be bothered to help is disgusting and I was amazed the area manager didn't escalate this! Canvas really needs to get a better process to sort these issues and waiting over 48 hours is not acceptable.

On returning I expected canvas to refund the week and apologize for the experience, in an attempt to keep a customer instead they offered £50 off our next booking!

Caroline R.

We have just returned from a disastrous holiday booked with this company. We will never consider them again.
We arrived at L'ORANGERAIE in Càlig on Saturday afternoon. The mobile home was dirty but this we could overlook. A quick clean allowed us to sort it. We were not given our linen so had to go and get this separately. Again not a massive issue.
Pool not heated was definitely an issue. Bar and restaurant being closed and shop being closed meant we were 9km from anywhere. 9km to the beach, to the bars and any type of entertainment. Did I mention no entertainment? Every single facility was closed, everything the website promised was a lie.
Final and worst issue, we were overrun by flies. We could not eat outside because of flies, nor sit outside because of flies, worst, the flies get in and we couldn't eat, relax or sleep inside. On trying to talk to reception they just shrugged their shoulders.
On contacting Canvas they washed their hands...
I quote "As you have now left the site, I am afraid there is little we are able to do to resolve these matters*
Don't consider using this company. This was not a holiday, it was an ordeal

Nicola M.

Our holiday was cancelled with Canvas in 2020 as expected. At the time of cancellation we were given the option to add 99pounds to a future holiday in addition to our original deposit and maintain 198 pounds. We took this option to help a company which would be struggling through Covid times. Now we have come to book with Canvas for this year as there was so much uncertainty marrying up flights to Canvas bookings last year, the company has told us our 'voucher' has 'expired' and are unwilling to refund the money paid or use this against a booking. They fail to mention this was infact originally credit given to the business. Canvas have taken the money and offered no monetary value in return, which is morally questionable. Disappointing as we were looking forward to finally using them this year and had a campsite lined up but I'm uncomfortable parting money with a company like this. Their response was that they had outlined the voucher would expire which we can't find anywhere in T&Cs. Nicola has been less than helpful on this issue.

Niall B.

Description of site was wrong. No restaurant on site. No shop on site. These were big factors of convenience when choosing the site. Arrived to find out we had to travel to other camp sites and shops for food. There was a limited (burger or pizza) take away on site but not great quality. Site was pretty clean but the site images were definitely taken some years back. Map in website that shows restaurant, arcade room etc is out of date, these don't exist. Images are very misleading. Canvas offered us 100 euro back after we complained when we returned home (this took months to get from them). We've used them multiple times before and while not perfect they seemed ok. Based on this though, I'll never use them again. Awful customer experience especially when things went wrong.

Ps. Months later now after we have complained their website still has of this false information for camping L'Étoile de Mer site.

Jenny A.

Just returned from a holiday with canvas and have been utterly appaled by the level of accommodation provided. Our van needed more than a little TLC and was not fit for purpose. looked like it hadn't been cared for for years, really unpleasant and disappointing.