"should have stayed at home!!!!"

What an absolutely appalling place and the customer service beyond a joke!

Despite being on a low income with only receiving disability benefits, I decided to book a weeks stay here for my me & husband to celebrate our wedding anniversary. I looked on the website at your special offers and because our stay was within 3 weeks I used the discount code of LastMinute to get 30% off the total price. I was shown the price as being £327.60 and I proceeded to the payment details. As I’ve already stated being on a low income this was almost all of my personal independent payment benefit but I thought it’s for a special occasion and how nice it would be to have some time away relaxing with my husband.

I then get a notification from my bank that I’m close to my limit, so I look and you have actually taken £397.80 out of my account! Now £70 might not sound like a lot of money to you but it is to me as that’s roughly what we have to spend each week. So I called to find out what has happened and why you’ve taken more that what I was agreeing to pay for our trip. I’m then informed it’s because I have used the wrong discount code when booking and only been given 15% off!! I don’t understand how you can say it’s my error as I obviously put the right discount code in as it reduced the cost by 30% on the summery page. But if it’s better for you to blame the customer then fine. On the 30th April I was told I would be refunded the £70 and that it would go back into the card I paid with within 3 days. I had my purse stolen and the bank card I had used had now changed so I called to let you know this on the 3rd of May and was told that it hadn’t been processed yet, so that if I gave my account number and sort code instead it would actually be refunded much sooner, so I gave that information and waited until the 8th May. Still no sign of my refund so I called again and was told I needed to be more patient as due to the bank holiday on the 6th that would have delayed things.

We arrived on the 10th and I was hoping that I would have had my money back by now given it’s been 14 days as I don’t actually get paid again until the 23rd and I used most of my money on booking this as a nice treat for us both so funds are pretty limited. So I thought it might be easier to talk to reception on site to see what was happening. The girl on the desk says can’t help me as refunds are felt with by the contact center, I asked if I could speak to a manager and was told there wasn’t one!
So I called once again to see what was taking so long. I was put on hold while Kirsty went to talk to her manager about this, she came back and asked me again for my account number and sort code and told me that the refund would be processed today (the 13th), so I said well i was told it had already been done on the 30th, the 3rd and the 8th, she said there’s no notes to indicate it’s been done yet! I asked to speak with a manager as I’m not happy at all and what a coincidence, the manager she had put me on hold to speak to 30 seconds ago has now left and is unavailable. But she assured me that it’s being done, I get put on hold again so she can go and talk to accounting who apparently are just doing it so it will be in my account either this evening or first thing tomorrow morning (14th) at the absolute latest. I don’t even know why I’m surprised anymore but here we are now at tomorrow morning and guess what?? That’s correct I still don’t have my refund!!!!

So despite waiting 14 days to get back £70 you never should have taken to begin with, I’ve had 3 different people tell me I have to be more patient when in actual fact it hadn’t even been processed yet!!. And now I’ve had one person tell me that this morning would be the very latest I would get back what you over charged me, and again that wasn’t correct as I’m still waiting.

The fact that we were actually staying on site and had what should have been a nice and rare treat away for us to celebrate our wedding anniversary ruined by the constant lies and overall lack of customer service from this joke of a company is absolutely disgusting!! I’ll be doing everything in my power to ensure that this experience is well documented across social media and web review platforms to prevent anyone else having their special occasion destroyed. As we would have been much happier and better off if we had just stayed at home as we have been unable to do anything here due to still waiting for the money, and because of you we were left no other option than to celebrate our anniversary with a meal of beans on toast in the caravan!!

Oh and this email was sent to management on the 14th of May and what a shocker I have had no reply from them at all! Avoid booking with them at all costs as if something goes wrong they just outright ignore you and refuse to put things right proving they don’t care about the customers at all.

Also I don’t know why they bother asking you to confirm how many people will be staying in the caravan and taking all the names just to have it under stocked when you arrive. As there were 6 of us there for the first 4 days with only 3 glasses (and one of them had a massive crack through it so was unusable, and 4 plates for us all to share! We went to reception and asked for more within an hour of checking in and even asked again on the second day when no more had arrived, but even by the end of our stay we still had the same issue as the lack of customer service from this circus meant they couldn’t even be bothered to put that right either.

"shocking service"

Absolutely loved Newquay view resort when Peter bull was the owner. Now Aria takes over and decides to give ridiculously short notice to kick all seasonal members off! Really would recommend finding another caravan site!