A aimé The water wasn't hot, just slightly warm, no internet connection, there was someone else's food still left in the freezer, the bin was dirty, I was told to move my car down the hill and carry all my stuff to the caravan. Which was quite difficult as I have cancer and I'm quite weak. I won't be going back again.

N'a pas aimé It's not run very professional 😞

Recommanderait à des amis Séjournerait à nouveau

Réponse du gestionnaire : Thank you for taking the time to leave your review. We are sorry to hear that your stay did not meet your expectations, and we are particularly sorry to hear about your health circumstances and the difficulties you experienced. We would, however, like to clarify a few points raised in your review. Hot Water: The caravan is fitted with a water heater rather than a conventional boiler, and the water temperature can be adjusted directly on the unit. It is possible that a previous guest had turned the temperature down. Had you contacted us, we could have easily guided you through adjusting it to provide hotter water. Wi-Fi: Our caravans use a mobile network Wi-Fi system, which can occasionally require a restart or reboot to restore the connection. In this particular case, the Wi-Fi equipment is located in another caravan, so we would have needed to attend and reboot the unit. This is something we could have resolved quickly had you contacted us during your stay. Cleanliness: We apologise for the food left in the freezer and the condition of the bin. This is not the standard we expect from our professional cleaning contractors. Had you reported these issues, we would have arranged for our cleaners to return and rectify them promptly. Parking: We would also like to clarify that there is parking available at the caravan itself, and Mid Wales Caravan Holidays did not instruct you to move your vehicle or park further down the hill. This instruction may have come from another caravan owner or the holiday park management, as parking on grassed areas can sometimes be restricted. We appreciate that carrying your belongings uphill would have been particularly difficult given your health circumstances, and we are sorry for the inconvenience this caused. Had you contacted us regarding the parking situation, we could have looked into this for you. Reporting Issues During Your Stay: As clearly stated in our guest information, we ask all guests to report any problems directly to us within the first 12 hours of arrival. This allows us to investigate concerns and arrange for any necessary issues to be resolved promptly. Unfortunately, you did not contact us at any point during your stay, including within the first 12 hours of arrival. We therefore had no knowledge of the problems you were experiencing and were not given any opportunity to investigate or attempt to resolve them. We cannot address issues that have not been brought to our attention, and we would much rather have the opportunity to put things right during a guest's holiday than learn about them afterwards through a negative review. We are a family-run business and take great pride in providing clean, comfortable holiday accommodation alongside friendly and professional customer service. We work hard to ensure our guests have an enjoyable stay and always aim to deal with any genuine concerns as quickly as possible. Whilst we fully respect your right to leave an honest review of your experience, we do feel it is important to clarify that we were never contacted or given the opportunity to assist you with any of the concerns raised. We are genuinely sorry that your experience left you disappointed, particularly given your personal circumstances. However, we would also like to reassure future guests that we are approachable, contactable and always willing to help resolve any problems reported to us. Thank you again for your feedback. We will certainly raise the cleanliness concerns with our professional cleaning 3rd party contractor