Are we being unreasonable??

Did you establish with that warden if any of the facilities on the new side were open? You knew that some disruption was to be expected prior to arrival why not discuss the specific implications of these for you on arrival. The reason I asked if any of the serviced pitches on the old side were occupied was to establish if it was a first come situation and once those pitches were full the others else where would then be available to you, is that what happened? To be honest r&r much of the account made up the thread seems to rely heavily on third party info. and supposition, neither of which are particularly strong arguments in a complaint. I do understand folks preferences are different but arriving on a favourite site and ‘bagging’ one’s favourite pitch every time is not a given anywhere on C&MC sites.

Exactly, R&R. You made assumptions and, due to that, feel let down. An open mind rather than assuming and expecting is surely the way to go.

There you have it and to paraphrase CAMC - you asked, we told 😀

I'm not sure what customer service and communication is/was needed?

What did you want - 'you've booked a SP but please be aware you may be anywhere on site?' 

Also the club cannot manage everyone expectations beyond what you have booked for. The club cannot possible know what everyone's expectations are beyond providing your pitch type. 

It could be argued that actually they went beyond what they could have done and simply said due to emergency work we can't give you a SP and cancelled your booking.

The warden did come out and talk to you and offered you an alternative, it's not their fault you're quick at putting up your awning?

I don't now why you think others providers will be any better?

If the new part of  the site is otherwise closed in winter, then there would be only 4 bookable serviced pitches , those on the old part, so 4 units being sent to the new part indicates to me that all 4 pitches were closed at the time.

The serviced pitches in the old part are  very close to the facilities, while in the new area they are a long way away, so if any of the 4 needed or wanted to use the facilities, it would have been a long walk, not good in winter, or rain, or if one has poor mobility.  

  IMO a poor show by the Club.   If this was the planned work Richard was told about, then those booked on the serviced pitches should have been informed that they would have to use the new area......giving people the chance to cancel.     If it was different, emergency work, the situation should have been made clear preferably before  arrival where possible, but at least on arrival, allowing a different pitch to be chosen.

I know that the old site can be brought out of ‘mothballs’ during the winter months, particularly  over Christmas and New Year so opening it up for an emergency which was on one small area of the old site, and involving just a few single figure pitches then that too would be justified. I seem to recall it also has happened before with flooding there when some pitches on the new site had to be used instead. Yes, the communication of such happenings need to done as timely as possible but that, particularly in emergency situations, I’d bet is not always as easy as some would expect. 

My view is that people pay quite a lot to stay on club sites for many reasons and none of them are for the benefit of the club or the site staff. To stay on a pitch you have paid for and are not feeling the benefits of would probably make you feel aggrieved.

I would have expected the staff to explain the situation whilst booking the person in and giving them the option at that time to drive round, assess where they’d prefer and the booking could be amended (or not) when they’d pitched up and returned to the office. Quite a simplistic “old school “ solution that we have experienced many times.

Agreed, but I’d just add we don’t book or pay for a specific pitch, we book and pay for a pitch type which is what r&r got. I too have experienced that ‘old school’ solution across the years when circumstances have required a little flexibility and it seemed to work for both staff and members on those occasions. 

I have far more sympathy for Richardandros  than some who have commented. I looked at his photo and said to myself there is no way I would  pay money to stay on such a cheerless bleak spot on a winter day. If the warden couldn’t offer me anything better than that I would have left and gone home.

I'm with ET and several others in that I (we) seem to have a different view of decent Customer Service than some.

There are, as ET suggests, many unsympathetic responses to R&R's post and, along with little hope of upfront communication from CAMC, one thing R will have learnt is that CT is not the place to stick your neck out with a thread that shows (even mild) criticism of the Club.

'Bleak' doesn't do justice to the scene above...🤷🏻‍♂️

I don't think replies to R&R are unsympathetic but show how one person's assumptions, expectations and perceptions differ from others. What Richard sees as a cause for disgruntlement, others see as a positive.

In a similar way, what you see as "bleak", I see as spacious. Horses for courses, as ever. 🤷🏻‍♂️