Liked The location, I will come back to the area but not this site.

Disliked Unfortunately, I was left very disappointed with my stay. The customer service was appalling, no empathy or understanding. After a long journey from East Sussex to Wales, I arrived at the site. Within 2 hours, my pod lost power, while the pod next to me was fine. I tried calling the number in the handbook in the pod and the number linked to my booking email, but I received the message, “The number you have dialled is not a working number.” I then called a mobile number and left a message explaining both the power cut and that the number wasn't working. A man from a house next to the site came through a fence; I assume it was Mark, one of the owners, but he didn't introduce himself or apologise for the inconvenience. For some reason, he didn't want to enter the pod. He then asked me where the fuse box was, looked through the window, and could see nothing had tripped. He offered no reassurance until asked what would be done; he said he would call his mate, who is an electrician, to come in the morning. This all happened at about 8 pm. I asked if he had torches for my child and me to use for the evening and I was just met with a no. Had I gone camping, I would have packed a battery pack and torches, but this wasnt meant to be like camping. I want to add that it was just me, a single mum, and my child staying in the pod. When I asked about some sort of refund as I could do nothing in my pod on our first night, no lights, no TV, no hob, he replied no and that we would need to agree to disagree. We were then left in complete darkness for our first evening. I was left feeling very frustrated and treated like an inconvenience, despite doing nothing wrong. I was then messaged by Jackie saying the electrician would be there for 8/half 8 in the morning. I replied saying about all the food I had brought that was in the fridge, how it would no longer be ok, she replied “I doubt your things will go off it acts like a normal home fridge” The power went off around 8pm and the electrician was due 8 am that is 12 hours. I can confirm there was water from the fridge on the pod floor when we woke in the morning. I threw all the food with meat away and didn't even bother asking for compensation, as I felt completely ignored by this point. Her text said they feel like they have “done everything they can” I disagree. Other than calling an electrician, nothing else was done. She did offer some candles at 10 pm despite the handbook stating no candles in the pod and for good reason its a fire hazard! I didn't sleep at all that first night; I had no choice but to sleep with my child, not knowing if the place we were staying was safe due to it having an electrical fault. Neither Mark nor Jackie came to my pod in the morning, so I was left dealing with the tradesman myself. The owners sent no follow-up message or contact for the rest of my stay, not even to check in after the electrician had been. I then reached out to Picthup, who agreed that the situation was frustrating and said they would pass my complaint back to the owners to sort it out with me; again, they have ignored my complaint. I can guarantee the owners would not find it acceptable to go on holiday and be treated the way my child and I were. To be left in complete darkness, with no facilities, and not even a sincere apology or acknowledgement of the inconvenience is very disappointing.

Recommend to friends Visit again

From the manager: In response It wasn’t true that you arrived and within two hours the electricity went off actually it went off at 9 pm I came over within two minutes of you’re call I did confirm that there was no issues with either the main breaker or the supply I am not qualified to do more I did say my mate would attend and he did at 8 am incidentally Cole is a fully qualified electrician as well as a friend you’re power was reinstated at 8.30am and he informed me that you were aware We offered to fully refund any groceries in the fridge but you did not respond Re torches I did say I had no torch available but you don’t state that you did have several battery lanterns that I had noted I’m not sure if anyone could have got the power on quicker but you also don’t mention that you were more than happy and thanked me as I was leaving allready messaging the electrician as I left and you’re friends next door saying they could boil a kettle in the morning for you As it turned you didn’t need it as power was on You also didn’t state you’re friend had asked for a refund within two minutes of my arrival hardly giving me a chance to do anything