Allerthorpe Golf & Country Park — Hotel in Great Britain

Good morning ,

I was meant to be staying with you for my relaxing birthday weekend away from the 28th-31st august in your luxury sutton lodge. When we arrived we were sent to the wrong cabin, we had booked a 3 bed luxury cabin for 6 people this was a small basic 2 bed. We came back around to your reception to explain we have been given the incorrect cabin and would need to be moved into the luxury cabin we had paid for. We were then sent across to a second cabin upon our arrival to this cabin there was already people staying in it. ( bit of a safety issues if you ask me) we then had to come back around the the reception and somehow this time you stated you had no book for us under the name we had already given twice or the booking reference stating this resort. Unsure how we were given access to keys at two different lodges if this was the case?!? The management proceeded to tell it’s not there problem as the lodges are privately owned and we just need to leave and sort it out ourselves. There was not one single bit of customer service never mind 5 star service which they claim to have. We had made our booking through Airbnb , yourselves claim that a reservation was never sent through therefor you didn’t have any booking and the cabin was double booked. Even though full payment has been taken, as well as email confirmation through air b&b from the host confirming the full address for the lodge and asking our reason for the visit. I booked this way back in March to ensure we had this bank holiday booked and sorted. The atmosphere within your reception was absolutely disgraceful , as guests at a 5 star resort we were treated appallingly. We were told to wait outside no offer of a complimentary round of drinks or anything while we waited for staff to speak to managers. After all we had travelled nearly 3 hours down the road which we had explained. We were then greeted with basically we have no space for you and you will have to leave, they had a smaller cabin for us for one night and originally said ‘of course girls this will be free of charge due to the severity of the situation and we will claim a full refund back from Airbnb themselves.’ They offered us no other reduction at all or anything to take the sour taste away. Not even changing our booking to another weekend etc .I asked do you not have a sister sight , as if I light bulb went on , they hadn’t even checked that ? I feel there was absolutely no effort made to accommodate or help us. 6 young professionals who have been on the road for hours basically left stranded and the staff couldn’t of cared less. We were also told firstly they had received no payment from Airbnb , then that they wouldn’t receive Payment until we left anyway ? So it wouldn’t of made a difference. The older man that dealt mainly with the situation was an absolute disgrace not 5 star service at all his whole demeanour was actually disgusting he couldn’t care less about the £800 now somehow missing from our bank account with no one to tell us where it is ? Told me that I needed to get on the phone and sort it out with Airbnb myself ? Surely that is his job as he is the employee at work and I’m on holiday ? It was obviously a booking fault between yourselves and Airbnb as he did say it had happened multiple times prior ? Why has this not been rectified ? The lack of responsibility your staff were taking was outrageous. After becoming very frustrated at the lack of service, information and out right lack of empathy, we were told we’d have to pay for the one night stay which would be deducted from our bill (absolute joke) or we could get off the property basically. Once we decided we were not willing to pay anything more towards ‘prestige’ country parks we asked for the host of the cabins number and he literally walked away from us. We have had this trip booked since March , booked holidays at work, bought alcohol food and put petrol in two of our cars to get here for a fabulous relaxing weekend. And not only was it ruined by the double booking but the disgusting...

Check all the reviews before booking! We didn't receive any booking confirmation from the hosts only from Airbnb, which we assumed was enough but even after checking all the rules and t&cs we were then took by surprise at an email from the host asking for a payment of £200 security deposit 3 days before our trip to be paid outside of the Airbnb website. When I questioned this the host claimed they had informed us of this in an email that we did not receive until after the payment request. As we only had three days till our trip, I paid the deposit on my credit card. I appreciate if you have a beautiful property you want to protect it from potential damage but I think it is wrong to not clearly include this information on the listing. After paying the deposit we got a confirmation of payment but didn’t receive any further communication from the host. At check in we were given a map and the code for the barrier and keybox which was straightforward. We were not given any information about the lodge, the park or the area nor was there any welcome pack inside the lodge. Some appliances, like the hairdryers, had instructions in the drawers but nothing for the heating, oven or washing machine. The lodge on first appearances was lovely, and overlooks a small lake. Unfortunately, the lodge was not very clean at all. The kitchen was dirty and greasy. The few items in the kitchen cupboards were greasy and the rest were still in the dishwasher. There were only two glasses supplied and only one cooking pan. There was a full dirty ashtray on the decking and the bin cupboard was filthy and stunk of cigarettes. As in previous reviews the bin has still not been fixed. There were scuff marks on the lino flooring and kitchen wall. There is a broken balustrade on the decking and confetti on the carpet from a previous guest. There was also no TV in the twin bedroom as listed. For a lodge that’s supposed to be prestige the mattresses on the beds are of old, poor quality. We found plenty of extra pillows and duvets which we used to cover the uncomfortable springs. Because of the security deposit we were cautious to list and report any issues to reception and by messages to the host via airbnb, but other than sending a pack of glasses none of the issues were addressed. On the last day of our stay, I received an email to say that our check out time was 10am now, an hour earlier than stated on our confirmation. I messaged the host but did not get a response so went to the reception to ask about the change. The receptionist, an elderly lady, told me it was Airbnb’s fault as they are always listing things wrong and double booking. I asked why the poor communication and she blamed NHL Staycations saying they got rid of them from the site a month ago and they were now called Prestige Holiday Homes, even though the staff onsite were wearing NHL Staycations uniforms. After googling the company names for reviews I regretted not doing this before we booked. The restaurant on site was very good and the staff that work at JJs...

I had booked to stay at the lodges for the bank holiday weekend with 6 of my friends for one of my friends birthdays. We had booked 4 months in advance through Airbnb, as we knew it would be a busy weekend, we had a confirmation from the lodge resort as they asked us to fill in a survey. The lodge was a luxury lodge we had paid £800 for and the money was taken out of our bank 3 days before we left to go to the lodge. We travelled 2 hours from newcastle to get there and when we arrived the receptionist advised us they didn’t have our booking name. We then gave our reservation number and the girl on reception then gave us a key code for a lodge, we arrived at the lodge and it was the wrong lodge, it was a 2 bedroom lodge and was no where near luxury like we had paid. We went back to reception and we were told the right lodge eventually as they had no clue of our booking or where we were staying. We arrived at the lodge to find someone was already in the lodge and they had overbooked our stay. We drove back to reception to be told they would have to speak to management as they had no clue of our booking even though we had already had confirmation and spoken to them 10 minutes previously. The first excuse was that the receptionist was new and she wasn’t clued up on training, however it is a busy bank holiday weekend and for a five star company we didn’t understand not having fully trained staff. The next excuse was that Airbnb had taken our money but they had not received notification for booking, we had rang Airbnb after being told they can’t do anything and was informed that everything was normal and the lodge had been informed. We had been told they could accommodate us in a 2 bedroom lodge for the night for free and then turned around and said we would have to pay for the night. We weren’t offered any complimentary drinks and they left us outside and told us they couldn’t do anything. We have paid for a 5 star resort to avoid all of these problems and yet the attitude on all staff members was horrendous. While we were there another group were told that their lodge was not ready as it needed to be cleaned, check in is at 4pm and the poor guests were still sat there at 6pm. The management did not know what they were doing and had no clue of the site and which lodges were there etc, they informed us that equipment was broken and it was so unprofessional overall. We were told if we wouldn’t pay for the little lodge for 6 of us (which we wouldn’t all be able to sleep) we would have to leave the premises, as they weren’t dealing with us anymore. We left and went to a pub near by and the overall service there was more five star than the Allerthorpe golf and country resort, I think the stars need to be re looked and they need policies in place to rectify these problems, as they informed us this had happened before. All of the girls had took time of work, cost money in petrol food etc, which we will not be reimbursed, poor poor customer service and...