Black Bull Retreat, Barmston — Hotel in Great Britain

Awful experience. Me and my partner booked the Black Bull Retreat for my birthday, not realising what an absolute SHAMBLES the retreat and the staff are. We booked Sunday to Tuesday and had to leave first thing Monday morning.

To start off, the ‘managers’ of the Black Bull Pub/Retreat were totally unprofessional from start to finish - no introduction of who they were nor any names given, no contact number was provided if any problems occurred, no safety information provided for use of the hot tub (this is unusual as me and my partner have stayed at many hot tub retreats and have always received safety advice and instructions for the hot tubs.) when the managers first approached us the woman was actually rolling a cigarette which really does not set a good first impression.

The Lodge: First impression the lodge looked ok but as soon as me and my partner walked through the door there was an awful musty smell which I can only describe as human waste. We used some air freshener and tried to have a positive mindset. We then went out to use the hot tub, there was only one small light on our balcony by the hot tub so in the dark it was very hard to see as the hot tub light did not work. When I was taking the cover off the hot tub I stepped on a broken slab of wood on the decking which caved in and caused me to slip over. The staff did not warn us about this safety hazard (picture attached) After finally getting into the hot tub we didn’t stay in for long at all because the temperature did not increase whatsoever and it was way too cold. There was also insects and pieces of leaves/dirt in the hot tub - which to a degree I understand but there was no net provided so that we could get rid of them. Me and my partner planned to use the cooking facilities in the lodge so we bought food groceries with us but we ended up ordering a takeaway because the utensils were filthy (picture attached) waste of food and money for us. Around 10pm we wanted to go to sleep but noticed hairs, crumbs and dirt on the bedding, the bedding did not smell fresh. I decided to check the towels and they also had dirt, stains and creases like they had been used, also smelt damp (pictures attached). After seeing this I tried to get in touch with the managers at the Black Bull to complain and ask for fresh bedding and towels but I could not get into contact with them although they state that they operate 24 hours this is false information. Me and my partner had to sit on the sofa all night after a long 3 hour drive to get to the accommodation as we could not stand the thought of sleeping in dirt and filth. Also towel rail in the bathroom full of stains, this was clearly not cleaned as I could literally wipe away the stains with a damp tissue (picture attached) Worrying as you’d think people would take care in the cleaning of items when we are currently in a pandemic.

First thing in the morning I contacted the managers and they came to the lodge to look at the problems discussed above. Their response was shocking and RUDE. They told me that they have great reviews implying I was overreacting. They did not take any responsibility whatsoever. No apology. When I showed the woman the stains on the towel rail she said “oh that’s only stains from people’s swimsuits” which is not an appropriate answer to my question why was it not clean? They were intimidating and told me if I wanted a refund then I had to leave the accommodation straight away. They did not offer anything to rectify the situation. After we left the lodge as instructed they told us that they had spoken to their ‘reservations team’ and they could not refund us and I would have to contact booking.com - which is what I did and after speaking to booking.com they confirmed they are not liable to give us a refund Liv Lodges are responsible. I have tried to contact Liv Lodges numerous times and can not get through apparently the manager of Liv Lodges is constantly on another call. Laughable. Still waiting on a call back.

DO...

Pretty much a shambles from start to finish and even some time after. We booked a week via booking.com over a year in advance. We have 3 teenagers so we booked the largest 3 bedroom lodge with hot tub. Booking a week in the school holidays even at the end of Oct was still close to £1000. We arrived on the Sunday to be put in a large 2 bedroom lodge. Not ideal as we'd booked the 3 but we sucked it up even though there was no explanation offered as to why we didn't get what we'd booked. The lodge we were put in didn't have a working hottub, forgive me for thinking that booking a hot tub you'd expect a working hottub. Apparently, it was broken overnight and the "hottub" man was coming on the Monday to fix it. I've added photos of the hottub, from your own judgement if you believe that was working less than 24 hours earlier. However, the lodge had many missing items including microwave and kettle and was dusty and full of cobwebs. I'd guessed it was out of use and we were put in it as they'd overbooked.

We went to the reception to find out what was going on. We spoke to the manager who apologised that the hottub wasn't working and told us we'd be moved on Monday. At midday Monday after packing up all our things sure enough we were moved, to an even smaller lodge and I mean it's tiny again without the hottub working as it hadn't been cleaned.

Not happy we wanted to speak to the manager again and we were offered the free meal which looking at other reviews is the go to thing by way of sorting issues. We were told that they'd address our complaints fully once our break was finished. The hottub was finally usable at 6pm. We were keen to get on with our holiday so we "shut up" and got on with things.

On our return home we again contacted the establishment to be told that the price difference between the 3 bedroom lodge and the tiny garage sized lodge we ended up in was £77!!!!!! They'd round this up to £150 for our experience but that was it. I researched the difference and it was nearer to £250 as anyone would expect it to be. This was the amount I tried to reason with them. I was fobbed off and instructed to get in touch with booking.com I did so and they sorted a more reasonable refund and have informed me they intend on investing the company as they have "had issues with bookings and guests all year"

It should be so nice but I feel the overall site is starting to feel tired. The staff look exhausted and look to have become numb to the constant complaints. Whilst we were there at least 4 other families and groups had issues that I know about. The staff and in particular the maintenance guy are the only reason I have given the rating as a 2. Barmston itself is beautiful but I'd never, ever return to this establishment whilst it's ran by Liv lodges. In future I'll book a caravan on the site further down the lane and get what I pay for.

Take your money elsewhere and avoid disappointment and if you've already booked then get your money back. You've...

Mixed review lots of negative I'm afraid. Hubby myself & dog came for a weeks stay. On arriving at the Black Bull pub it did look rather a grim square grey building however inside was a lovely area. Was asked to check in at the pub which we did, told it was lodge 1 all ready and key in lock that was it no introduction to site/surroundings. The lodge was very close to the footpath & main road which had a large hedge and tree that overhung the lodge & hot tub.it looked very tired and in need of good clean outside bird poop was on the lodge & deck and on lid of tub. Inside was fit for purpose but, the toilet seat moved, blinds in bathroom broken, no hooks anywhere to hang things like our dressing gown that we used for the tub. The bed was awful with springs popping up so much so one of us tried to sleep in the small single bed. The oven was the most complicated I've ever used and had to give up the ghost even with the manual I couldn't fathom it out.The housekeeper Marilyn (not sure on the spelling) was just lovely she explained the washer was combined drier which I would of probably not realised she also found an old but wonky clothes horse but it did the job.

The hot tub was really lovely and hot but due to the large trees and hedges overhanging we had a close shave with bird poop dropping on the edge of the tub while in it. We spoke to the maintenance men who got us a big swing type brolly that covered the tub, which was covered in poop at the end of the week. And had to be kept up for the duration which made a a very dark area.

Next door was an agricultural kind of property it was very noisy with what sounded like motorbike revving the smell of petrol was horrible, also outside this property they sold eggs so cars stopped again with engine running. Whin the tub you could see people walking past & also underneath the hedge litter was scattered. The seating outside was fixed wooden benches which was very uncomfortable there was no cushions to use. Again the maintenance staff found us 2 old pub chairs which helped. I did ring and check re the seating but didn't realise what it was or we would of brought our own. I booked the holiday on Facebook and did not see a site map & it may be quieter further round the site.But I didn't & that is a lesson learnt.....however this was our main holiday there seemed to be so many things that needed looking at. It needs a total refurbishment & the trees definitely need looking at. Again another shout out for Marylin, she pointed out all the lovely dog walks and we had a car problem she pointed us in the direction of her garage who sorted & didn't want paying..... we thank you again. Would we come back... the location is fantastic base for the local area but honestly no unless it had an overhaul. Just basic small niggly thing's spoiled the time there.. we not newcomers to lodges but this for the price we paid we did...