“To celebrate my dad’s 60th birthday I booked a Lake District Lodge long weekend at Limefitt Park, Toutbeck, Windermere as a surprise for him.”
To make things even more special friends also booked a lodge at the same park too.
I write to express my disappointment with certain areas.
The lodge : we arrive and there is a real
frowsty smell so have to open all doors and windows.
We then unpack and after a very tiring 4.5 hour journey (due to traffic), we all want showers - this didn’t happen as we had no hot water. We rang the office at 5.45pm and explained, they arranged for someone to come out and sort it. Half an hour or so later a chap arrives but why they sent him I don’t know; he admitted he knew nothing about boilers and hot water!! To make matters worse then tells us ‘you’ll have to wait until in the morning to get it sorted’. So we were left not being able to have showers and having to boil the kettle to get hot water!! Saturday morning another chap arrives and thankfully knew what he was doing and was able to rectify the problem.
Our friends also had to have a chap out to their hot water/boiler too.
Lights : there are several bulbs not working in the kitchen/lounge area. There is only 1 outside light working so we had to use a torch on the veranda area.
The plug wouldn’t release in the sink in the en-suite.
Standard of cleanliness as a whole needs reviewing; dirty skirting boards, dining room chair had to be wiped before could sit in it, windows needed cleaning.
The restaurant: the mature lady behind the bar would benefit from a little customer service training. Having been told by a male member of staff on the Friday evening we were able to order food, we then get the female saying we couldn’t and he shouldn’t have told us we could (this not said in a professional manner either). We politely explain what we’d previously been told; she goes away chuntering to herself then comes back a couple of minutes later and says ok chef will do her best ‘but he shouldn’t have told you’
Saturday we return to the restaurant to eat again. There is a board by the entrance door with ‘football specials’ on it. This lists different pizzas you could order 2 of with a pitcher of lager. On the app the barbecue pizza wasn’t showing so one of our friends went to the bar to ask, it’s the same female member of staff, who quite rudely tell her ‘if it’s not in the app then you can’t have it!’ Thankfully the male member of staff must have heard and comes to us saying he’d spoken to the chef and they would cook one.
There’s no excuse for rudeness especially when you’re a member of staff representing a company.
I quote from your website: “We will continue to find new and exciting ways to exceed customer expectations, ensuring our guests and owners create amazing memories every time they visit a Parkdean Resort Holiday Park”
We’ve definitely have memories from our visit, unfortunately not all happy, positive ones.
Thank you for your feedback and we are sorry to hear of the maintenance and cleanliness issues you had at Fellside Retreat. These have been passed across to our maintenance and cleaning services managers who will look into your points further. We are sorry you had an issue with the boiler on your arrival and it was unable to be resolved that evening. We understand the inconvenience this caused and we are pleased to hear it was fixed the next morning. Please do accept our apologies. Further to your comments regarding the service and the restaurant, I'm afraid this is something outside of our control as we are not Parkdean Resorts who run and own the parks where the lodge is located. We will pass your comments across to the park management and make them aware. That said, we do hope these issues did not impact on your stay too much and we do hope you will return. Property Owner
