Heronstone Lodges Retreat

Nov 10th, 2022

Mar 1st, 2023

Dec 27th, 2022

Dec 23rd, 2022

The lodge itself was beautiful and that alone deserves the stars given but the holiday was almost impossible to enjoy due to the expectancy of guests, given the price of the holiday I would expect basic cleaning like stripping of bedding to be done by staff after departure without charges of 10 per bed (more charges are added if there is under occupancy per bed) The rules imply noise restrictions, there is no music allowed outside, including day time yet I was expected to listen to constant hammering due to work being done to the lodge next door. On arrival the kettle didn't work and the boiler wasn't on so we couldn't work the heating, I feel these are basic things that should be checked before check in. We messaged Maria to come take a look and I was greeted with a very unprofessional approach because my father was here dropping off a few more of my things (which I told her was gonna happen) but was told with an attitude we are not allowed guests on site because of the insurance. The lodge was booked for 4 and there were 4 of us in there when she arrived with that attitude! Further on into the evening we noticed one of the tv's wasn't working in the bedroom, and the bedding was covered in long blonde hairs (we are all brunette) as you can imagine I felt uneasy calling anyone at this point to come check due to the attitude I had on the previous visit. Saturday evening my partner was approached being questioned how many guests were in the lodge for fire safety which i completely understand but clearly wasn't sorted as Come sunday i got an UNEXPECTED visit from maria poking her head through my door, asking again how many guests are here, told them it was 2 adults and one child (because my sister had to go home) just to be told no swapping was allowed. I will add my cabin is booked for 3 adults and one child, me and my sister came down on the friday and my daughter and partner came down on saturday morning, there was no swapping it was the guests that were booked in. I tried messaging Maria directly to let her know she had made me uncomfortable with the unprofessional approach of things but she clearly took it as criticism and disregarded the whole situation giving me an email to make a complaint, (all i expected was an apology, "sorry you feel that way" is not an apology) All in all I can safely say I will not be returning, everything aside with the issues itself it was the attitude of the staff that ruined it
Nov 22nd, 2022