HPB Management Reviews 11

I’ve been a bond holder for almost 10 years now. The staff have always been friendly and welcoming, the properties are well maintained and looked after. I’m now at the breakeven point in my investment (cost of equivalent holidays vs cost of initial investment & per-holiday user charges - which cover housekeeping, maintenance etc.) from here on it is effectively massively discounted holidays.

Due to go to Coo Palace a week on Monday but have fallen ill suddenly. No chance of getting points back but just been informed that someone taking over the booking might choose only a couple of nights instead of a week, thus losing me money. I have reinstated the booking hoping that I am well enough to go. The utter inflexibility of this company and the coolness of their representative are breathtaking. I have been a Bondholder for many years.

My parents had bought into HPB holidays many years ago and when they both sadly passed away there was a small life insurance payable on their policy. Trying to get HPBA to pay out on our claim has been difficult at best. Their staff are lacking in empathy and clarity on what docs are required. They have made what should have been a relatively easy process very difficult during an emotional time.

I felt that after reading the mainly negative reviews about HPB, I need to rate my experience.
We've been bondholders for a few years now, and we're glad we joined.
The bond is NOT an investment vehicle, so don't invest if you need to make money from your cash.
Beautiful properties in the UK and abroad, very well managed and maintained, you will need to invest 10k upwards to get a useful number of points (in my opinion!), but for us it has been money well spent/invested.
No hesitation in recommending the bond!

It turns out the relentless spamming in my previous review is the least of my problems with this company. I promptly sent them a Death Certificate for my late father in order to obtain a valuation of the bond he held with them for Grant of Probate purposes. Eleven days later, they contacted me to say that the valuation would not be forthcoming any time soon as the Death Certificate was on a boat somewhere, being transferred between HPB locations!
Jeez, we're in the digital age and they haven't even got a scanner. I can't proceed with sale of estate assets or even put the house on the market until HPB's boat has steamed its way across the ocean.
Truly, expert levels of incompetence.

I have been a HPB bond holder since the late 1990’s. We have visited many of the HPB sites and have had some great holidays. It is different to time share- you don’t pay the annual service charge and you can book wherever you want just so long as there is availability. A service charge for when you book seems appropriate for the facilities you have at your disposal, and also a friendly, very knowledgeable person on site.

We recently used the travel section, booking a two week booking in Florida at a rental property.

We booked much earlier in 2024 final payments were due in October. The majority of the costs had been paid but about £2000 was outstanding when the Florida Island was hit by not one but two hurricanes. I didn’t pay on the due date as I wanted to literally see how the land lay - I was booking for the whole family including 2 small children. I rang HPB and explained and had several conversations with staff.

I did pay when I was reasonably sure the Island would be up and running, about 2 weeks later. On the day I had paid I discovered an email from HPB which really upset me:

“Holiday Reference:
I regret to inform you that, as explained in the final payment reminder letter that was recently sent to you and dated 12/10/2024, your holiday will be cancelled at 5.00pm on 24/10/2024 if payment has not been received. There will be no refund given of any User Charge deposit paid.
To pay, please visit the My Bookings　area of the HPB website where you can make payment using our secure online payment system.　 If you do not wish to pay online, then please telephone our Administration Department who are dealing with this matter – 01638 674735. Please note that due to time constraints, you can no longer pay by cheque.”　　

There is no complaints procedure. The Operations Director deals with such and his view was definitely not mine.

As a result, I will support the HPB in regard to their property bond, which is a great concept. But the travel/rental side of their business does not get my vote.

Disappointed investor.

Disgraceful customer service. Staff are rude and dismissive. We found ourselves stranded, as we booked a property which turned out to be unsuitable for our needs, as Disabled guests. HPB Staff refused to help us, nor refund us and showed no care or concern. I would never book any property from them again. Shame on them!

A word of warning for potential investors. I’m sure HPB works well for most people however if you are a permanent wheelchair user and unable to climb into a coach/mini bus you may be charged large excesses for airport transfers. The one way cost of a transfer from the El Pueblito de Alfiax, Almeria site to Mercia airport, for an able bodied person, is £36 one way. For a disabled wheelchair user it is £320. Our travel club advisor did take this up with HPB but to no avail.
When we stayed in the Madeira Encosta Cabo Giaro property the return cost of a wheelchair accessible taxi to Funchal was in the order of £70 whereas able bodied guests had the use of a (free) shuttle bus.
When we visited the Physkos property in Turkey HPB were unable to source an accessible taxi and my husband was physically manhandled, as was his electric wheelchair in order to get into a minibus. I do hope this has now been resolved.
None of the places mentioned above were able to offer excursions for permanent wheelchair users and I was unable to get reliable information from reception staff on the suitability of either their excursions or, in the case of Madeira the accessibility of nearby local attractions.
Certainly when I discussed (in person) the suitability of HPB holidays for a person with my husband’s mobility needs I was assured that HPB would be a great option. However having now experienced three holidays abroad I disagree. Whilst the properties are nicely adapted that seems to be where any consideration for wheelchair users stops. I will now be exploring options for cashing in our investment on the basis that we were mis-sold.

Currently staying at Constant site in France. This weekend is going to be a scorcher, so they have dicided not to open one of the two outside pools and instead do maintenance work. WHY?
As predicted in the only outside pool available all sun beds where unavailable all day,
When I spoke to the onsite “Manager” all she could advise was that it opened on 1st June … just after the really sunny weekend!

I have been a HPB bondholder since the mid 1990s. Had some lovely holidays in the UK and Europe. Highly Recommended