Thank you for taking the time to leave your feedback. While we truly value all guest opinions, I would like to address some of the points you raised in your review, as some of the information provided does not reflect the facts accurately.
Firstly, regarding the ‘Reception,’ I would like to clarify that it is clearly marked with a large sign with the word ‘Reception’ on it, directing guests to our farmhouse, which serves as the Reception area. The sign is hard to miss as you drive up to the site and we strive to make our guests' arrival as easy and straightforward as possible.
The Summerhouse you mentioned is not, in fact, the Reception, but rather our Information Centre located at the centre of the site. This is where guests can sign in, helping to keep track of which pitches are occupied and which remain available. It is also stocked with helpful resources (maps, guides, suggested walking routes as well as books/DVDs/games to borrow for guests to use during their stay.
You mentioned that the location was hard to find, but I’m surprised by this, as I sent two emails to you just 13 minutes after your booking for your 1-night stay was confirmed. One of these emails contained a 34-page ‘Welcome Pack,’ which we send out to all of our guests at the time of booking and which provided detailed directions on how to reach us, complete with maps, photographs, and a ‘what3words’ location. In addition, the Welcome Pack included full details about our free 4G Wi-Fi service and the access code, along with a site map to guide you to all facilities such as the toilets, showers, summerhouse, pot wash, dog wash, and dog run.
In terms of site staff contact, I am on-site every day, as I not only manage the site but am also responsible for the cleaning of all facilities, including the showers and toilets. It seems that we were unfortunately not on site at the same time during your stay. However, I did see the note you left on the sign-in sheet asking, “Where are the showers?” I promptly replied with directions, explaining the location of the shower and toilet block, which I hope was helpful.
You also mentioned that the toilets were inadequate. I would appreciate some clarification on what you consider to be "adequate" toilets. We take great pride in maintaining all of our facilities to a high standard, and it’s disheartening to hear they did not meet your expectations.
Finally, I am sorry to hear that you were disappointed with your stay, and I regret that you did not come to Reception during your visit, as I would have been more than happy to discuss any concerns with you in person and resolve them to your satisfaction.