"Totally substandard service"

Tried to get through to discuss potential purchase and booking a short break but wanted to check a couple of items . After two days I gave up especially after reading all the poor reviews .
Also how can a company provide any customer service when the booking centre and all other services are closed Saturday and Sunday .
As a follow up the sales manager phoned me to assist and was very helpful but unfortunately it is clear Aria's hierarchy do not care about their customers or have a great understanding of the current situation.

"Poor customer service"

When I spoken on the phone , I was informed I would receive a refund for my holiday ? 12 days have gone and no refund ! Will not answer the phone or reply to messages! Before a refund I did look at moving the break but substantial price increases put pay on that idea

"Disgusting hike in prices"

Booked 2 units in April 2020 moved to 2021 - still not allowed to go and to move dates have to pay new extortionate prices despite them having my money for 16 months! Shocking and they’ll get their comeuppance when things are back to normal next year! Getting a refund from this unscrupulous lot !

"Went to book a return holiday to Bude…"

Went to book a return holiday to Bude as we have stayed there every year for the last 6 years. What cost £1550 last year for 10 night they have changed to £4000 for 7 nights. Disgusting

"Overpriced, oversold, over the hill"

Retallack Resport and Spa

Let's start with the positives: it's in a fantastic location. You can get to several beautiful beaches, Padstow, the Camel Trail, Camel Creek Adventure park... all within 15mins. Other than that...

While we totally understand the restrictions given the pandemic we were hugely disappointed by our accommodation and experience here. We sent a version of the below to the Guest Services Manager whilst on holiday. We got zero response and still haven't heard anything FOUR MONTHS later, despite politely chasing several times. Nothing.

The lodge we stayed in is tired and in need of a refresh, and I would struggle to describe it as “luxury”. Ultimately, the standard by no means meets the marketing. ‘Sky TV’ for example is just Freeview box. We weren't able to access any Sky channels at all. We didn’t go on holiday to watch TV, but still...

We were immediately disappointed by the appearance of the lodge on arrival. Sticky tables, a spray-pattern stain all over the kitchen wall, rust-stained radiators which rub off on the kid’s clothes. We spent the first half an hour there cleaning. No view from the garden / hot tub - we get that this would be different in other lodges, we just got a poorly positioned one, but what a come down given that the marketing shows lodges with great views of water.

There was no soap at all and a depleted kitchen pack (not sure of the CV-19 reasoning behind not including teabags, shampoo, soap, when they still included washing up liquid and dishwasher tabs?). Peeling varnish, broken fences, old spider webs, old bird poo and lichen all over the back garden and table. The bedroom window in the small room was blown and full of condensation, so there’s no view through it. The window also wouldn’t shut as it had a screw sticking out. No one answered on reception (they never did during our week's stay), so I had to reach out and fix it myself, so we could secure the place for the day. The TV remotes were held together with gaffer tape...

All very far from “luxury” or "Superior".

The hot tub was cold on arrival and couldn’t be used until the next day. Fair enough they have to change the water from the previous guests, totally understandable, but that could be communicated before we arrived or at the very least when we checked in - we had two kids who were desperate to jump in and “start the holiday” after the long drive, but instead had to be consoled. Not a great start.

The TVs and internet weren’t working, so they couldn’t even do that instead. We couldn’t get through to reception (again), so we went to ask at the desk. Someone came and temporarily fixed things (though we still had to share remotes between the TVs), but the internet was up and down throughout the week. Again, we didn't go on holiday to watch TV, but anyone with kids knows how important internet can be, especially with the unreliable UK weather.

The water pressure went from poor-but-manageable to a dribble. On day two, my wife had to walk up to reception (no answer on phone again) with shampoo in her hair as it was impossible to finish her shower. I would consider this a basic. We returned one day from the beach and there was no water at all - even to refill the toilet or wash our hands. Basic.

We decided to commit to this holiday despite the restrictions and significantly limited access to the facilities (amusements, entertainment for the kids, tennis courts, playground, pool, lake inflatables, etc); we understand the impact this must have had on the company and wanted to honour our commitment. But honestly we’d expect them to then go out of their way to repay that to their customers; the pandemic wasn't their fault, nor the restrictions, but what are they doing to compensate those who still paid with no discount and showed up, but aren’t receiving the full service? The absolute bare minimum in my opinion would be exceptional communication and working basics like internet and water.

We are deeply underwhelmed and unable to recommend Retallack Resort. In fact, as I imagine is clear by now, we’d actively warn you off it until they can get their act together.

"Was looking to purchase a caravan and…"

Was looking to purchase a caravan and was told finance was available. It wasn’t until they took &1,000 deposit that had to secure it on family home. Not stupid to do this, promised my £1,000 back but still waiting after one month.
Communication really patronising and poor. No sign of refund and always someone else’s fault.
Don’t buy with this company!

"Stayed at the resort in Bude"

Stayed at the resort in Bude. Not as clean as I would expect for a ‘luxury’ resort. Following a non-fault accident on site we found staff to be completely unhelpful and downright rude. All they were interested in was covering their own backs however they could. We never even received an apology. I would avoid at all costs.

"Paid to stay in a premium plus…"

Paid to stay in a premium plus accommodation at the end of September but we were given a lower graded caravan, raised the point with reception twice who said they would sort a refund, after being back 1 week we were given a £9 refund!!! After contacting them numerous times no one ever gets back to you, they have told us they have no premium plus vans, blatant miss selling, going to contact trading standards

"AVOID The Lakes Rookley IOW"

The Lakes Rookley IOW. DO NOT STAY HERE. I can only echo all the many negative reviews on this site. We arrived 30 mins before check-in and were told our caravan was being cleaned and would be ready at 4pm. We returned at 4pm to be told we were being reallocated, and had to wait TWO hours before we could move in. The caravan had only been superficially cleaned, and the table on the veranda was thick with dust and dirt. Customer service was abysmal, and we felt that maybe customers were an inconvenience to the staff. The limited take-away menu was overpriced, with a portion of lukewarm fish and chips costing £12.95. They were operating a non-cash policy due to covid, but their washing machines and tumble dryers required coins to operate, but the site offered no means to obtain change of the right denominations. The site is cramped to capacity and there is no space where the children can have a kick-around or similar. The children are limited to using the limited play apparatus, or joining the limited organised activities. We stayed 2 weeks, but did not receive any change of sheets or towels in that time. Our first and LAST stay with Aria.

"Last minute idea as our main holiday…"

Last minute idea as our main holiday was cancelled. We search for hours and finally we found this little gem. Can I just say we was blown away and the place is perfect. Clean and all fittings are to a high standard. Attention to detail on asphetics.Beds are to high standard and the hot tub is so nice. Tonight's clear sky's and great views have added to the experience.I would recommend this side if you are a family looking for good old family time together.