In March we booked a fully serviced pitch for one week however on the 20th May we received a call stating that the fully serviced pitches were out of action and that the only availability was for 5 nights on a standard pitch starting on the 27th May. As we were meeting family members who were staying close by, 5 nights was unsuitable so we tried to find availability elsewhere. Later the same day we received another call saying that they’d received a cancellation for the weekend so could now offer 7 nights on a standard pitch which we gladly accepted. On arrival at the site I asked whether the fully serviced pitches were still out of action and was told that they were. Having had a wander around the site later in the evening we found that only a small proportion of the pitches were unavailable so felt aggrieved that we had been removed from our booked pitch, The following day I asked a staff member if they knew why our booking had been changed when most of the pitches were available but they couldn’t provide a reason.
Comment from the Club:
Thank you for sharing your feedback regarding your recent booking experience with us. We truly value your perspective and would like to offer further insight into the circumstances surrounding the changes to your reservation.
Due to ongoing electrical work on the campsite, the site staff had to block 10 service pitches, which are still currently unavailable. We anticipate the completion of these works by the end of next week.
In response to the high demand during the bank holiday weekend, we regrettably had to cancel the bookings on those 10 serviced pitches, selecting the ones with the most recent booking dates. This situation led us to offer hardstanding pitches without awnings, as availability was limited due to full occupancy during that period.
We understand your disappointment with the initial change to a 5-night stay on a standard pitch. However, upon a subsequent cancellation, we were able to extend the offer to 7 nights on a standard pitch, taking into consideration the evolving availability.
The weather that weekend was wet and windy which may well have caused some people to cancel / not turn up, which would have shown empty pitches. Unfortunately we can not be aware of no shows until they happen and we apologise for the disappointment.
Please know that we always strive to provide the best possible experience for our members, and your feedback helps us improve our services. We sincerely apologise for any inconvenience caused and hope to have the opportunity to welcome you back under better circumstances in the future.
