Upon arriving at the lodge, we were incredibly happy with the appearance and everything seemed brilliant. The lodge itself is kept in perfect condition and we had hoped for a pleasant evening.
As one of the main reasons for booking this lodge, we immediately took a dip in the hot tub however after only 10 minutes of relaxation, the jets cut out. Not only had the hot tub stopped working, the power in the whole lodge had gone. To say the park management were unhelpful is an understatement. It transpires that throughout the day, the staff had emptied and refilled the tub with buckets and there was a pool of water underneath the hot tub. This was tripping the electrics. We were told we could use the hot tub as a bath and not use the jets..... I could have stayed at home and had a bath and it wouldn't have cost me £200. The staff said they would return in an hour to help sort the problem.... an hour and half later, nobody had arrived.
At this point, I wrote a polite email to the owner of the lodge advising our disappointment. The replies we received were disappointing to say the least. Not only were we accused of misuse, they refused to take any meaningful action to appease us. (A 20% discount off a further stay is not meaningful). The emails back and forth continued but essentially we were left in a cabin with electrics that kept cutting out for an hour or so (as we attempted to cook dinner and watch the TV).
The lodge itself is wonderful and IF you don't care for the use of a hot tub, I would highly recommend staying here. It is a peaceful and beautiful place. If however you intend on using the hot tub, I would recommend other properties as you will not get any customer service or respect from the management or owner, if the equipment doesn't work.
All in all, a very expensive headache and a birthday to forget!!!!
Stayed here over the weekend with my partner and have to say the accommodation was absolutely top class! The cabin was very clean and spacious and the hot tub was just the icing on the cake especially as the weather was boiling for the full weekend. The park staff was very helpful and a huge thanks to the park manager Alfie for sorting things out and making our stay a very enjoyable one even though he was away on his holiday he still made the effort to ring us and make sure things were all ok for us which goes a long way,huge credit to his company they have a good man in charge there.
Away from the lodges there’s plenty to do and see and we popped into York for the Morning/afternoon on the Saturday and again weren’t disappointed there’s so much history around the place we couldn’t take it all in so we’ll definitely be going again and will also be paying a visit to Malton Grange Lodges this time bringing our families with us.
In all a fantastic weekend and would hands down recommend this park to friends who are looking for the perfect break.
Thanks again Alfie.