Liked Spacious

Disliked Very disappointing customer service – campsite itself was fine We were extremely disappointed with our experience at this campsite, mainly because of the attitude and treatment we received from some members of staff. Before arriving, I emailed to explain that we would be arriving late. I was told this would be fine and that we could phone when we arrived to let them know we were there. Based on this, we expected to be able to access the site. Unfortunately, we arrived around 10 minutes after the 9pm cut-off and were refused entry by a member of staff, Tim. We explained that we had contacted the campsite beforehand and had been told our late arrival was okay. Despite this, he refused to give us the access code or allow us onto the site. What was particularly upsetting was his attitude. We were repeatedly told that he didn’t care what we did or where we went. There appeared to be no consideration for the fact that we had driven a considerable distance and were now faced with either finding somewhere else to stay or making a further two-hour journey home. All that was required was an access code so we could get onto our pitch and register the following morning. Thankfully, another kind camper helped us get onto the site. Without their help, we would have been left in a very difficult situation. Unfortunately, this wasn’t our only unpleasant interaction. We were also approached by a female member of staff who was extremely rude to us about apparently travelling above the 5mph speed limit. We completely understand the importance of observing campsite speed limits, but the manner in which this was dealt with was unnecessarily confrontational. It was particularly frustrating when scooters and motorbikes were regularly travelling through the site at considerably higher speeds without apparently receiving the same attention. The campsite itself does have positives. It is very large, so it doesn’t feel overcrowded, and the location beside the river is lovely. The ladies’ toilets and showers were acceptable, although they weren’t particularly clean, while the men’s facilities were reportedly not as good. Our pitch was a considerable distance from the facilities, meaning we had to get in the car to use the toilets, which was inconvenient. There was also very little signage around the site. It was easy to get lost, particularly at night, as there were few signs or lights showing where facilities and different areas were located. However, the biggest issue for us was the attitude of the staff. We understand that rules need to be followed, but there is no reason why they cannot be communicated with basic courtesy and kindness. We were only around ten minutes past the 9pm cut-off, had contacted the campsite in advance and had specifically been told that arriving late would be okay. We simply cannot understand why we couldn’t have been given the access code and allowed to enter. Being told that the staff member didn’t care where we went or what we did was, quite frankly, shocking. We would never treat someone who had arrived tired after a long journey in that way. Overall, while the campsite itself has some good features, our experience was badly let down by the attitude and lack of compassion shown by the staff. Unfortunately, because of this, we would not return and would be very reluctant to recommend the site.

Recommend to friends Visit again

From the manager: You sent an email at 1150am on the day you were due to arrive saying “we will be arriving tonight about 8pm. Will the gates still be open?” no mention of arriving after 9pm and it clearly states on Pitch-up arrival time 2pm to 9pm, had you said it would have been after 9pm we would have sent an email with self-check-in details and all of the important information required to have a safe stay. From your home to the campsite is 68 miles approx 1 hour and 15 minutes, this could take longer if there has been an accident or heavy traffic which I can understand, however we do have a cut off time for arrivals which is why we offer a self-check-in, many other sites have a last arrival time of 7pm. From the above it is clear that having not been given all of the information either by email or checking in by 9pm you found the site difficult to navigate and have decided to take the attitude of us not being caring. There are 5 MPH speed limit signs in most areas of the campsite and yes I (as the campsite warden) do enforce this especially if someone is driving over 20 MPH which you were obviously doing, this is for the safety of not only children playing on site but also adults and dogs. A handout is given when checking in regarding this and all of the campsite rules, however during your 3 night stay you did not once come into the office for information, as for being a distance from toilets and showers you chose where to stay. Perhaps a campsite with 24 hour check-in and no rules would have been more suitable to your needs than this one.