Billing Aquadrome

A aimé After booking Billing Aquadrome, I wanted to amend our booking to add another person to our group, so I attempted to do so through the online booking from Meadow Bay. That didn’t work, so I phoned the site directly. I explained what I wanted to do and the person I was speaking to said that he couldn’t do that as he didn’t have access to the booking system. He said that he would pass the request on to the appropriate department and they would phone me back. They NEVER DID! That was the first indication of the attitude this company has towards their clients.
To qualify our experience, I will explain that I had initially booked for three adults and an infant. I tried to amend this to four adults and an infant both online and by phone. Neither system worked. I will also point out that one of the adults was post-surgery and another is heavily pregnant. The trip was for two reasons:
1, convalescence for one of the party, and for her to spend time with our daughter and granddaughter
2, one of us (myself) to go to the MotoGP race day on the Sunday at Silverstone Circuit.
I tried to book a Fully-serviced “Super Pitch” (with awning) for three nights (Fri 7th Aug, Sat 8th Aug & Sun 9th Aug), however, the pitch wasn’t available for the Friday. So I booked the same pitch (with awning) for the Saturday and Sunday nights.
Now, due to the fact that I had booked a Fully-serviced Super Pitch, I kitted out our caravan appropriately - no aqua roll, no grey waste.
Arriving at the campsite, we were “kind of” directed to where we needed to go - the instructions were very vague. However, we found our way to the check-in cabin to be met by a nice young man. He took my name and handed me the booking/pitch pass and wristbands (Pitch number 20). As he handed it to me, he realised that I had booked a Super Pitch and stopped me. He checked something and said that there are no Super Pitches left. I confirmed that I had booked the Super Pitch. He then contacted his manager, who told him that the group currently on the pitch shouldn’t be there and to tell them to move. The staff member approached the pitch, only to find the caravan empty.
The caravan on the pitch was fully set up, including their awning and awning furniture laid out. They hadn’t just arrived - they’d been there for some time. Even if they were able to move, it would have taken a long time.
At this point, another member of staff approached, and over the course of the conversation, both staff members said that this happens all the time. Billing’s staff finish their shifts at 8 pm; the gate staff (who apparently work for an agency) just let people in without direction, allowing people to just pitch up wherever they like. (This seems consistent with our experience of the gate staff). The staff said that the caravan must have been let in on the Friday evening, after they had finished their shift and no one was there to prevent them setting up. I asked how that was even possible, as I had tried to book it for Friday, but it wasn’t available. They couldn’t answer.
After contacting his manager again, the staff member was directed to offer us a “Hardstanding” pitch for the Saturday night and then they “might” be able to get the original pitch cleared for us on the Sunday, and we’d be given a partial refund.
CONTINUED IN DISLIKED

N'a pas aimé After consideration, I explained that this option is not viable for several reasons.
1 - I would need to put the awning up overnight to empty the caravan for us to sleep in - then I’d have to take it down again, re-pack the caravan and move pitches and put it all up again. I wouldn’t even be on-site on Sunday, as I’d be at Silverstone. The other two adults were not capable of doing it, as one is heavily pregnant and the other has just had surgery on her shoulder.
2 - because we have an infant in our party, we need access to water - we hadn’t brought an aqua roll because I had booked “Fully-serviced”
3 - even if I could get an aqua roll for water, we had no grey waste container, as again, I had booked “Fully-serviced”, which included drainage. Meaning that our contaminated wastewater would drain into their ground. The staff seemed unconcerned, and it was clear they were apathetic because this is a regular problem.
It is ironic that Billings has a “Get Back To Nature” slogan when they allow caravans to dump their contaminated grey waste onto their pitches rather than deal with what is clearly a recurring problem and poor systems.
This process took around an hour. After which, I decided that these were NOT acceptable conditions and made my way to the site reception.
As I waited in line at the reception (yes, there was a line of people complaining), I couldn’t help but overhear the person in front of me talking to the receptionist, and it was clear that the person had arrived to find herself in a similar situation to myself - the pitch she had booked had been taken by another caravan, and she was being downgraded. Now, the difference between her situation and my own is her original pitch was Hardstanding EHU only, so she had brought her water containers. She was being downgraded to Grass EHU.
Speaking to the receptionist, it was obvious that she was extremely stressed due to the amount of complaints she had been dealing with, and like my attitude towards the original staff members, I reassured her that I felt no malice towards her and that she can take her time. She seemed concerned what we were going to do for the night - I told her I had no option but to drive home. She seemed disgusted at the situation and angry that the company had put her in this position again. I explained what had happened and that due to the fact that there was NO VIABLE option, I wanted a full refund. She agreed. She even told me that this was happening “all the time”.
As part of the process, I had to fill in a refund form that requires banking details; however, I had left my wallet in the car by Shelduck 3. I went and retrieved my bank details, and when I arrived back at reception, the receptionist told me that she had spoken to her manager, who had told her that I probably wouldn’t get a refund at all because Billings had offered me another pitch! The receptionist also told me that her manager will phone me regarding the problem and the refund situation. However, the manager never did!As angry as I was, I did understand that none of this was down to the staff members and conveyed that to her. However, I would make a formal complaint with the company.
So, in summary:I couldn’t amend the booking online or by phone. They didn’t even have the decency to call me back. They allowed another caravan to take the pitch that I had paid for. They downgraded us, knowing we didn’t have the equipment for that pitch type they were putting us on.They expected us to set up on a downgraded pitch, then pack it down, move, then put it all back up again.They were happy for us to contaminate their ground with wastewater - while “enjoying nature”. They told me, openly, this problem happens all the time.Yet the management will not deal with the issue.They told me I would get a full refund, then retract it five minutes later.They told me that the manager will call me regarding the refund/problem and DID NOT BOTHER! I drove a 5-hour round trip and used £50 worth of fuel

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A aimé Frühes einschecken war ok
Der Zug war gut

N'a pas aimé Sehr laut
Unebene Fußwege, nur Sand und Steine, zu viele kleine Kinder mit e Scooter
Alles muss vorher gebucht werden, man kann noch nicht mal schwimmen gehen ohne Buchung
Toiletten dreckig und teilweise kaputt

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Réponse du gestionnaire : Thank you for taking the time to share your feedback with us.

We’re pleased to hear that you enjoyed the early check-in and our park train. We’re sorry to hear that other aspects of your stay did not meet your expectations.

Our park is a busy family holiday destination, and we appreciate that this can sometimes make it feel lively, particularly during peak periods. Activities and swimming sessions do need to be booked in advance to help us manage capacity and provide a safe and enjoyable experience for everyone. Swimming can be booked two weeks in advance, and we always recommend booking as soon as the sessions open.

We’re also sorry to hear your comments regarding the paths and toilet facilities. We have teams on park throughout the day working to maintain our facilities and grounds, and we always encourage guests to report any issues to reception so our teams can address them as quickly as possible.

We hope you’ll consider visiting us again and give us the opportunity to provide you with a better experience. Keeping the fun going is in our nature.

A aimé The area around the " venue" was really nice and clean. Our kids really liked the park and thr play areas that were there. The amphitheater area was really good. It could have used a canopy as there was no shade and it was really hot while we were there. The pool was lots of fun. All of our kids loved the slide. Thr pool was not heated as described on the website. We watched everyday as adult after adult commented and pulled "omg that's cold faces" as they got into the pool. The bump track was good and our kids really enjoyed spending time there.

N'a pas aimé Once we were out of the " venue " area we found the park filthy. We stayed on shelduck 2. First when you arrive its a free for all to find your pitch as it camp where ever you like. This means trying to find a pitch. Maybe not so bad in thr off season but in peak this was just silly as you didn't know where to go to find a pitch. The pitches were filthy, we had to get gloves on and a rubbish bag out to clean our pitch of rubbish before we could get out caravan onto the pitch. There were a couple of water stations that were full of rubbish that had clearly been there a while as the cardboard was disintergrating and thr plastic all around was stick in the ground. I spoke to one of the pitch guys the day we arrived ( Friday) and asked them to clean it up. I also mentioned it to them on sunday and monday. However it was still the same when we left. Which meant a long walk to get water.
The bump track was awesome and our kids loved it. However the amount of rubbish that was there. Thebin was full, rubbish all around it and plastic cups everywhere. This did However get cleaned up on Monday but you could tell it had been like that for a while.
The shower blocks were cleaned on a daily basis however the toilets were consistently getting blocked up.
Overall disappointed with overall cleanliness of the the park

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A aimé Nothing

N'a pas aimé Arrived given a pitch number that we couldn’t find , went back to be told go anywhere, before we went back to find a pitch went to use the toilets they were absolutely filthy. We the left the site . Having now read a number of reviews they repeat the above statement.

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A aimé Loads to do, really good range of activities, choice of parks, swimming, water sports, zip line, circus, kids entertainment throughout the day. The splash park and club house never seemed too busy considering the size of the park we were able to get tables throughout our stay with no issues. All the staff seemed really friendly and helpful. Definitely not a calm quiet campsite but there is a good energy about the place and you won’t run out of things to do.

N'a pas aimé Most of the negatives with this place are down to the campers staying there rather than the staff or site itself. There was a fair bit of rubbish around the camping fields but when I took a walk down to where the static caravans where it was spotless, really tidy and pretty areas. So it really is just down to campers not respecting the site.
Also the facilities were quite dirty and didn’t smell great especially first thing in the morning. However I did see cleaners in there regularly and it was much better once they had been just didn’t last long before people had made a mess of them again! Obviously i understand they can’t have cleaners in there 24 hours a day and it’s just one of the things that comes with having such a large site with so many people it’s just a shame that the campers staying there are what lets the place down.

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A aimé Kids loved it , and we had a blast , staff Was amazing, foam party topped it off

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Réponse du gestionnaire : Thank you for the fantastic feedback!

We’re so happy to hear the children had an absolute blast and that our teams were amazing. And the foam party topping it all off sounds like the perfect way to finish a fun-filled stay!

It sounds like you made some brilliant family memories with us exactly what we love to hear. Keeping the fun going is in our nature!

We hope to see you all back for another splash-tastic adventure very soon!

A aimé Pitch size. Staff were friendly

N'a pas aimé Facilities poor

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Réponse du gestionnaire : Thank you for taking the time to leave us your feedback.

We’re really pleased to hear you enjoyed the size of your pitch and found our teams friendly and welcoming. We’re sorry to hear you felt our facilities were poor, as we’re proud of the huge range of facilities and activities available across the park.

There’s so much to get stuck into, including
axe throwing,
park train,
den making,
slime making,
Aqua activities,
splash park,
swimming,
play areas and a large range of activities, with plenty of these available free of charge. All of our entertainment is also included, and during the summer we have our fantastic Summer Cyclone programme, giving our guests even more to enjoy throughout their stay.

Just remember, activities can be booked two weeks in advance, so we always recommend getting online as soon as your booking window opens to secure your favourites.

With so much to see, do and explore, keeping the whole family entertained is definitely in our nature!

We hope you’ll come back and give us another chance to show you just how much there is to enjoy at Billing Aquadrome.

A aimé Lots to do for the kids. If you're not bringing them, probably worth going elsewhere. New toilet and shower blocks and reasonably priced shop, bar/restaurant. Staff seemed happy to help.

N'a pas aimé Absolutely massive and resembles a refugee station. Site rules aren't reinforced as much as they possibly should be. As most activities are optional extras, I believe it's rather expensive (paid just over £40 a night). Potable water had next to no pressure.

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Réponse du gestionnaire : Thank you for taking the time to share your honest feedback with us.

We’re really pleased to hear that the kids had plenty to keep them entertained and that our teams were happy to help during your stay. It’s lovely to hear you also enjoyed our new toilet and shower blocks and found the shop, bar and restaurant reasonably priced.

We completely appreciate that Billing Aquadrome is a very large park you certainly get your steps in here! With so much to see, do and explore, keeping families busy and creating those holiday memories is very much in our nature.

We’re sorry that some aspects of your stay didn’t quite hit the mark, particularly around the enforcement of park rules and the low water pressure. We’ll make sure your comments are shared with the relevant teams.

Thank you again for giving us your feedback. We really do value hearing what our guests enjoyed and where we can do better, and we hope we’ll have the chance to welcome you back and give you an even better experience next time.

A aimé Nothing

N'a pas aimé Shower and toilet block absolutely filthy, no organisation, children allowed to ride bikes around the site including roads all the time extremely dangerous, pitches ignored people allowed to park anywhere, kids and adults riding around the site on e-bikes at 30-40mph no lights all times of the day and night, staff nowhere to be seen at anytime, loud music and shouting at 2.00am and after

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A aimé Nothing

N'a pas aimé Comfortably the worst campsite I have ever used.

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Réponse du gestionnaire : Thank you for sharing your feedback with us.

We’re sorry to hear that you didn’t find anything to enjoy during your stay. We have to admit, this one did make us a little sad to read!

We’re incredibly proud of our Family Camping area, which has been a large investment for us and is designed to give families a comfortable and enjoyable camping experience, with plenty of space and lots to see and do across the park.

We appreciate that every holiday is different, but we’re proud of what we’ve created and would love the opportunity to welcome you back and hopefully change your mind next time.

After all, having fun and making family memories is in our nature!