Absolutely Horrendous!!!!!!! Below is the letter I wrote to the customer services. We have been 'fo

Absolutely Horrendous!!!!!!! PLEASE READ THIS BEFORE BOOKING!! Not Luxury, not 5 star! Below is the letter I wrote to the customer services. We have been 'fobbed off' and still awaiting a reply. If this changes, I will update the review. I am writing to express my extreme dissatisfaction with the quality of service and facilities at your campsite and to request a full refund for the duration of our stay. While I appreciate the gesture of a refund for two days, I believe the magnitude of the problems we encountered warrants a complete reimbursement. First and foremost, upon our arrival at the campsite, we discovered that the premium rate pitch we had paid for did not have any electric supply. This inconvenience was further aggravated by the delay of two hours before any staff members arrived to address the issue. The temporary solution provided, an extension lead from another outlet, was far from satisfactory as it left our power lead dangerously running across the middle of our pitch, posing a safety hazard. Furthermore, we were appalled by the state of our assigned pitch. It was littered with residual food, leaves, and twigs, indicating a lack of cleanliness and maintenance. Despite our repeated requests at the reception, which escalated to requesting a brush to clean the pitch ourselves, no action was taken. The dismissive response we received from the staff, stating that they would address it "sometime" because they were busy, was unacceptable. Eventually, we had to borrow a brush from a neighboring camper and clean the pitch ourselves, which is not the level of service we expect from a supposedly "luxury campsite." Even after 18 hours, no one from your staff bothered to rectify the situation. Another concerning issue we encountered during our stay was the presence of rats throughout your campsite. These rodents were not only numerous but also significantly larger than usual. I have taken videos and photos documenting these sightings, which I would be happy to provide as evidence upon request. The presence of rats poses a serious health and safety risk to your guests and is entirely unacceptable for a campsite of your caliber. Moreover, I must express my disappointment in the lack of dairy-free options available at your onsite restaurants. Both of my children suffer from medical dairy intolerance, and it is essential for us to have suitable alternatives. However, despite the half-board option we had chosen, there were no provisions made for dairy-free meals, including basic alternatives such as oat milk or soy milk. This oversight rendered the half-board option useless for us and further compounded our dissatisfaction. Finally, I regret to inform you that the conduct and attitude of your staff were consistently rude and unhelpful throughout our stay. Their "not my problem" attitude and disregard for providing satisfactory customer service were shocking. As seasoned travelers who have visited numerous establishments around the world, we can confidently state that the level of customer service we received at your campsite was the worst we have encountered to date. Such behavior is entirely unacceptable, particularly in a facility that markets itself as a luxury destination. Considering the multitude of issues we faced during our stay, I believe it is only fair to request a full refund for the entire duration of our reservation. The inconvenience caused by the lack of electric supply, the unsanitary conditions of our pitch, the presence of rats, the absence of dairy-free options, and the consistently rude and unhelpful attitude of your staff have significantly marred our experience and left us deeply dissatisfied. I kindly request that you process the full refund promptly and provide confirmation of the reimbursement. Furthermore, I hope you take these concerns seriously and undertake the necessary measures to improve your facilities, cleanliness, and staff training to ensure a more enjoyable and satisfactory experience for future guests. I look forward to your prompt response and resolution to this matter.