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“Very rude reception customer service by one member of reception management!!!!”

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Reighton Sands Holiday Park - Haven
Ranked #2 of 13 Speciality Lodging in Filey
Certificate of Excellence
Huddersfield
Level Contributor
34 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
“Very rude reception customer service by one member of reception management!!!!”
2 of 5 bubbles Reviewed 2 November 2013

We have stayed at this park on numerous occasions in the past including Easter school holidays this year, and have never experienced such a level of rudeness or feeling patronized by a female reception assistant manager by the name of Nicola.

We arrived on park on Monday 28th October at 2pm, we met a nice member of staff by the name of Laura who gave us our keys to a prestige 6berth caravan and showed us the location, which was in Cedar court where we had stayed in April in a different caravan.When we went in all seemed nice but the you opened the bathroom door and the stench of stale urine hit you, and the shower was grim, it had all pink plaques in the grouting of the tiles where it hadn't been cleaned very well during the season as pink in the grout of tiles usually indicates body skin flora.

We went back to reception to ask to be moved as they give you a guarantee that if displeased you can either be refunded or they will move you. The receptionist Laura went and spoke to the woman by the name of Nicola who happened to be the reception assistant manager!!!! She stated we would have to have a member of maintenance there to clean it, so I said no disrespect how ever much disinfectant /bleach you clean it with ,within a few hours it will be stinking again as it's in ground and Im no snob but I wasn't getting in the shower either.So she then said to us that as we had written to head office on a previous occasion about a different park ( the only reason was they had shut the venues for a tournament and didn't have enough complex staff to clear tables ) that they had double checked the accommodation before we arrived , well in actual fact if you look in your caravan when you get there ,there is a checklist which is checked off by two members of staff for every caravan , so to be honest in our point of view she blatantly lied to ourselves , and to be made to feel so small by this woman because we had raised a issue previously , and not even over that park , how dare she and then in another breath says what happens at other parks doesn't happen here !! Well my love we have never experienced such a patronizing woman as you on any other trip to your park or another !

Well a manager by the name of Peter gave us a different location call Oak something and OMG we walked through the door to a lovely fella cleaning the caravan and he apologized that the sofa were black ( Filthy) and said there was no time to clean it , now considering someone is supposed to sleep on there was beyond belief, the gentleman even stated how they could still call it a prestige was beyond belief as the other week it was rented out at a lower standard of caravan !! So obviously now people who are paying for prestige are now being ripped off !!! Standard is standard delux should be deluxe and so on.

The lady radioed through to reception who then told us to go back , so hubby's goes back to be given yet another caravan which to be honest wasn't a prestige grade in our opinion, the caravan next door was also the same grade but not worn out and dated.


The next morning we went back to reception to acquire the womans name from the manager and to state to him what a extremely rude woman she was, three families heard and watched in horror at what this woman had said to us , she said we were rude!!! Why just because our caravan was dirty and we didn't want to sleep and bath in filth !! If that is what Deighton sands has to offer as a member of management in our opinion their standards of customer service has lowered by her and she need retraining in how to be polite and should remember without patrons staying at the park then she may have no need to be there as surly its patrons money that pay towards paying staff members!!!

On a nicer note the member of staff in the chipshop Aaron was his usual chirpy self as he has been for the last five years,nothing was too much for him . He kept it clean and tidy and is a credit to the company.

Then there's the mash n barrel where we met a lovely young woman by the name of Megan whilst we were there in April and were pleased to find she was still there. Nothing was to much for Megan in April she even carried over my old aunts teapot and cup as shes a bit unsteady. This time she was equally as considerate, I have multiple sclerosis and she was helpful in moving things out of the way and clear dishes plates glasses ect and always cleaning and making the environment pleasant. Nothing seemed too be to much and she always had a broad smile on her face even when she was very rushed and busy. Now those to members of staff seemed to be a credit to the park u like the reception member of staff.

This holiday has put us off going back to the park which up until this break we always praised and said how lovely it was and looked forward to going back. This time we couldn't wait to get away !!! We payed the brochure price and didn't have a sun or token holiday so payed full price, even if we had of had a offer price holiday nothing puts a price on manners , if we payed £250 or £25 you deserve the same courtesy !!!

  • Stayed October 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Archieboi
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reighton Sands H, Guest Relations Manager at Reighton Sands Holiday Park - Haven, responded to this review, 9 November 2013
Thank you for sharing your thoughts on our park.

I am very sorry that you were unhappy with the service you received and the holiday home you were provided with during this visit. I have checked the accommodations offered and can see that all were ABI Beachcombers which have been the prestige model used by Haven for the last two years. The first one offered was new for this season and the others were last season’s new stock. I personally love the whitewash floors and the seaside effect decor which gives them a modern look however some of our guests prefer carpets throughout as they can feel cosier.

We take a personal interest in every booking that contains notes relating to a previous holiday as we like to do our best to ensure that there are no further problems a second time.

It is also normal practise for us to ask you to point out any problems to our cleaning team as we feel that getting them back to resolve things is usually the best policy again I am sorry that this was not the best solution for you.

On a positive note I am pleased that you found other areas of the park satisfactory and received great customer service from the chip shop and restaurant. It seems a shame that after visiting Reighton Sands many times before and enjoying your breaks you would consider not returning.

We do hope that you will come back to us so that we can continue to provide the lovely family holidays you have enjoyed in the past.

Kind regards
Lesley Thurwell
Guest Relations Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (128)
Date | Rating
  • English first
  • Any
English first
Rotherham
Level Contributor
9 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
4 of 5 bubbles Reviewed 28 October 2013

Visited 25-28/10/13 - Very clean caravan - we only had a standard but it was an 8 berth, quite modern and very comfortable. No heating in ours other than living room gas fire but we knew this already and there were extra blankets in the caravan which helped.

Ate and drank in the Mash and Barrel - good value nice food - sky sports + Wi-Fi. Park itself massive - lots of places for walking and really close to beach. Quite a steep 10 min walk down to beach - bear in mind if any mobility problems, once there its beautiful lots of small to medium rocks on the beach to climb for kids and nice soft sand, very flat.

All staff were very helpful and friendly. Indoor pool was great - nice and warm - outside closed due to time of year. The show bar was disappointing for us. Very loud and repetitive - I'd say it was suitable for families with kids upto age 6 but older than that and ours weren't impressed.
Don't think there was a place for kids to play football - there was an area for archery and fencing though. Overall really good short break.

  • Stayed October 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank SeanShow
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reighton Sands H, Guest Relations Manager at Reighton Sands Holiday Park - Haven, responded to this review, 4 November 2013
Hello

Thank you for posting this review of your recent holiday.

I’m please that you found your caravan to be in a very clean and comfortable condition. It can be quite chilly this time of year so I’m glad the extra blankets helped.

It’s great that you found the team on park to be helpful and friendly – I know they enjoy doing all they can to make sure our guests receive a good holiday experience. They will be pleased to hear that overall you had a really good break.

I hope we get the chance to welcome you back again next year

Kind Regards
Nicola Campbell
Guest Relations Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Nottingham, United Kingdom
Level Contributor
22 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 30 helpful votes
4 of 5 bubbles Reviewed 28 October 2013

Booked with "Evening Post" vouchers, making this a cheap stay 21-25 Oct inclusive; we & kids 1 & 4 in a deluxe van, 3 grandparents in the standard (& yes the extra fee for deluxe is worth it). A few bad points usually well offset by the good 1s. Some glum staff-end of season-itis no doubt-but cheery security, excellent prompt maintenance guy, & Steve in the bar was a gem, .Real Ale (& some lager ran out Wednesday "sadly this happens quite a bit," Steve honestly admitted, "deliveries come on Fridays." But chef was a cut above what I expected in a chain (2 aged sirloins, proper brown chips & vine tomatoes, £17-what an intro to the park that was.). Pool pleasant-not crowded, plenty of bored looking guards. Outdoor play a bit advanced (& soft play a bit beneath our 4 year old just now but nice facilities all the same. Both kids loved B fit with Rory (aerobics with a man in a tiger suit) & messy mornings (craft). 1 very steep section of beach path (when tired child sat on your shoulders & pushchair laden) but great views from top/our van & beach itself huge & clean. Didn't try golf, or evening entertainment. Provided you don't expect Claridge's, this place won't disappoint

Room Tip: sea view essential.
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  • Stayed October 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Dave W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reighton Sands H, Guest Relations Manager at Reighton Sands Holiday Park - Haven, responded to this review, 31 October 2013
Hello

Thank you for taking the time to review Reighton Sands Holiday Park.

It’s lovely to hear that the kids loved the activities we have to offer, I know that the messy mornings are quite popular with our guests.

I’m pleased you found our security team to be cheerful and had an excellently prompt service from the maintenance team. I will be sure to pass your special mention into Steve in the bar- I know he will be so pleased to read this, thank you.

I hope we get the chance to welcome you back again next year for another family holiday and lots more great activities.

Kind Regards
Nicola Campbell
Guest Relations Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Wishaw, United Kingdom
Level Contributor
9 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
5 of 5 bubbles Reviewed 22 October 2013

My family and I spent last week at Reighton Sands. We have visited numerous sites of Havens before but this site was beyond compare. It is a quiet park but this adds to its charm. We asked for a caravan near the facilities to to my disability and this was catered for to our delight. The caravan we stayed in is by far and away the cleanest I have ever experienced. The smell of bleach was noticeable from the moment that you opened the door and every inch of the van was spotless. All staff on the site were polite, helpful and friendly. The pool area was, once again, immaculate and my kids loved the 2p machines in the arcade. The Mash and Barrel pub is well laid out and the food and drink is very reasonably priced. The only negative to our stay was that the staff in the bar should pay more attention to their customers and cut down on their own conversations. The whole park was well maintained and my kids have already decided that we will be returning next year. Overall, excellent value for money and special thanks to the cleaning staff for their fabulous efforts.

  • Stayed October 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank HappyChappie75
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reighton Sands H, Guest Relations Manager at Reighton Sands Holiday Park - Haven, responded to this review, 26 October 2013
Thank you for your super 5* review

Your comments are some of the finest we have received and I am thrilled that you found the park as charming as we do.

It sounds like the cleaners did a fantastic job on your holiday home. I have of course passed your kind words on as feedback as great as this needs to be shared.

All in all a fabulous stay – we look forward to welcoming you and your children back to Reighton Sands in 2014

Kind regards
Lesley Thurwell
Guest Relations Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Stoke-on-Trent, United Kingdom
Level Contributor
14 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
4 of 5 bubbles Reviewed 21 October 2013

We stayed at the park from 14 oct to 18 oct.

We entered the park at 230 and went to reception our caravan wasnt ready till 3 but we were given our passes for the complex and given a free voucher for tea or coffee while we waited.

We were given D7 in silverwoods, the caravan was in excellent condition,clean and very comfortable.Fantastic sea views.

The park is lovely site to visit very clean and tidy.

  • Stayed October 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank emma210384
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reighton Sands H, Guest Relations Manager at Reighton Sands Holiday Park - Haven, responded to this review, 22 October 2013
Hello Emma thank you for your kind review

We love to give our guests the best experience we can from checking in to checking out so I am pleased that, even though your holiday home wasn’t ready for you early, you were happy with the complimentary drinks voucher provided while you waited.

Your comments regarding the site and your accommodation are very much appreciated as the team work hard to make sure everything is in tip top condition for our guest’s enjoyment - so once again thank you.

We hope to see you again at Reighton Sands sometime soon.

Kind regards
Lesley Thurwell
Guest Relations Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Nottingham, United Kingdom
1 review
5 of 5 bubbles Reviewed 21 October 2013

We booked through the sun vouchers and would highly recommend. Stayed Fri 18th Oct-Mon 21st Oct. The caravan was spotless and plenty of room. Definitely need a car to see the beautiful sights. Staff on sight were very helpful and very friendly. Maintenance team did a very good job keeping the place tip top. Was very funny to see the security guards having a cuppa using a teapot, proper Yorkshire security men!! Both of kids had a fabulous time :-)

  • Stayed October 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Elaine390
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reighton Sands H, Guest Relations Manager at Reighton Sands Holiday Park - Haven, responded to this review, 22 October 2013
Wow another great review – thank you

I am so pleased that your accommodation suited your needs and was as it should be for your arrival. The team enjoy doing all they can to make our guests holiday one to remember and will be happy that you have good memories of yours.

We are ideally located between the lovely seaside towns of Bridlington, Filey and Scarborough so plenty to do and see in and around the local area if you fancy a change of scenery

We hope to see you back here soon where I am sure you will receive a proper Yorkshire welcome!

Kind regards
Lesley Thurwell
Guest Relations Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Middlesbrough, United Kingdom
Level Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
4 of 5 bubbles Reviewed 21 October 2013

Just back from a Fri to Mon mini break , great Caravan kids aged 7 loved it site nice and clean all staff great and very safe for kids we loved it and will be going back went to filey nice town also went to bridlington fish chip and boat trip to flamborough head 12 pounds for family kids lived this well worth it x

Room Tip: We were in g area 2 min walk to club house so d e f are best but lovely area were ever you go
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  • Stayed October 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank julie h
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reighton Sands H, Guest Relations Manager at Reighton Sands Holiday Park - Haven, responded to this review, 24 October 2013
Hi Julie thanks for your lovely review

It sounds like you and your family really enjoyed your break. As a parent it's very important to feel that you’re in a secure environment so that you can relax in the knowledge that your children are safe – we are thrilled that you got that feeling here at Reighton Sands this is great feedback for us.

There is lots to see and do in the local area and I am pleased that you got to visit the nearby towns of Filey and Bridlington. The boat trip you went on sounds like fun and sampling the fish & chips is always a must at the seaside!

We hope that you come visit us again soon for another great weekend.

Kind regards
Lesley Thurwell
Guest Relations Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Reighton Sands Holiday Park - Haven

Property: Reighton Sands Holiday Park - Haven
Address: Ghyll Field, Filey YO14 9SH, England
Phone Number:
Region: United Kingdom > England > Yorkshire > North Yorkshire > Scarborough District > Filey
Amenities:
Bar / Lounge Beach Free Parking Children Activities (Kid / Family Friendly) Kitchenette Pets Allowed ( Dog / Pet Friendly ) Restaurant Swimming Pool
Hotel Style:
Ranked #2 of 13 Speciality Lodging in Filey
Hotel Class:4 star — Reighton Sands Holiday Park - Haven 4*
Number of rooms: 200
Official Description (provided by the hotel):
A family holiday park set on a fantastic clifftop location with views over Filey bay. Direct private beach access to 5 miles of sandy beach. Indoor and outdoor pools, free entertainment, restaurants, supermarket and 9 hole golf course. ... more   less 
Also Known As:
Reighton Sands Holiday Park Hotel Filey
Reighton Sands Holiday Park - Haven Filey, Yorkshire

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