On checking in I was immediately acknowledged 👍 and asked to wait a few moments. Check in was smooth and quick; they confirmed we had our 2 dogs with us, although they had one of the dogs names wrong, but no biggie. I was told about the Activity Hub where we could book activities and that I would receive a WhatsApp shortly after to ensure everything was ok in the lodge. The people checking in next to us were informed about the restaurants on site and given menus to order take away meals, we were not given these. On arriving at our lodge I was excited, it looked amazing, the hallway was spacious with an ample sized bench and coat hooks, with plenty of space for boots, hats, dog leads, footballs etc. Also in the entrance hall was a game of giant Jenga, a large umbrella (which was very sturdy!) and a lamp to use at night when walking around the resort. Sadly my excitement didn’t last long as waiting on the bench were Baxter & Bentley’s goodie bags. These were missing the microfibre towel and their treats. As we ventured further into the lodge my excitement returned, the door opened onto a large open plan kitchen-diner-lounge. A beautiful modern mix of wood, greys and leather. Large doors opened onto decking with a stunning wooden table and a hot tub. The view out onto the meadow was so peaceful and relaxing, you could sit for hours daydreaming and watching the wildlife. The large American fridge freezer was very welcome! Lots of room and an ice / water dispenser, however, the water dispenser stopped working during our stay. The maintenance team were fab and tried their best but couldn’t get it to work. They said it was happening in many lodges and was a design fault by Samsung, due to the water inlet pipe running very close to the ice compartment, this freezes the pipe. The only way to rectify was to defrost the freezer, which we couldn’t do as already had food in there. **Pro Tip** We discovered that if you turned the ice maker off for a while the pipe would defrost and then the water would start working again! Enough ice had already been made for a few drinks, so it became a fine balance between turning the ice maker on and off to ensure the water kept running. We ordered a breakfast pack to be waiting for us on arrival in the fridge, this is advertised as providing 8 servings. Ours contained 4 sausages, 5 rashers of bacon, 6 eggs, 4 (squishy) tomatoes, 4 mushrooms (that had seen better days) and a handful of slightly sad potatoes. I was extremely disappointed with this and feel it was definitely not worth £45, I could have purchased a superior selection of ingredients from the local Waitrose for less money. The advertised pictures and video of the breakfast pack on social media looks much larger and far more appetising. The kitchen is very well stocked with 8 place settings and plenty of glasses / plastic cups for use in the hot tub. We were lucky enough to have some clingfilm and baking parchment in the (secret) drawer under the cutlery, although this may have been left by previous guests. Another reviewer mentioned cooking oil present in their lodge, but there was none in ours. We did have salt and pepper and I left some vinegar when we departed, so you might be lucky and have that if you stay in our lodge! There was a roll of kitchen paper towel and a lovely little amenity bag with enough dishwasher tablets to last the week, washing up liquid, hand wash, sanitising spray and a cute scrubbing loofah type thingamajig. Only one thin dish cloth is provided, we usually change ours daily, so you may wish to bring more, and the tea towel was a thick bathroom hand towel, so quite hard to dry some of the glasses and crockery with (but I’m being REALLY picky now!) You are provided with an initial set of bin bags plus a spare set, but only one food waste bag, so you may wish to bring extra food waste bags if you are staying longer than a couple of days. The bins in the kitchen are split into general waste, glass recycling and mixed recycling. The actual bin is quite small and contained inside one of the kitchen cupboards, we found that taking the blue mixed recycling bag out and putting it in the Harry Potter cupboard you could fit loads more in it! Personally, I would have preferred a free standing bin system (the kitchen is big enough to accommodate or have one in the Harry Potter cupboard) and have a washing machine in its place. Alternatively the addition of an on-site laundrette would be useful. As a family of 4, with 2 dogs, staying in a luxury lodge for a week I would have expected a laundry facility. The website advertised dog blankets would be present in the lodge, but there were none in ours. Luckily we had bought 4 large blankets / vet beds with us so the dogs had somewhere to settle down in the evenings. Apart from the travel bowls in their gift bags there are no other dog bowls in the lodge. I must admit I did think there would be a dog bowl in the kitchen as the lodges are “fully equipped and dog friendly”. The travel bowls are quite small, flimsy and easily knocked over, which is fine for smaller dogs, but if you have larger dogs you may prefer to bring larger more sturdy bowls with you. I did think about asking at reception if they had any but felt we might be becoming annoying guests as we kept pestering! There is an ice bucket and scrabble provided which are both nice touches to add that little bit of ‘extra’. The Harry Potter cupboard also has a Henry Hoover, ironing board, mop & broom and clothes airer. Under the sink you will find the iron and a dustpan & brush. If you are staying in one of the 2 bedroom lodges these are semi detached and, depending on your neighbours, can be quite noisy, especially when they go out and leave their dog home alone! Also depending on the whereabouts of your lodge the hot tubs are not particularly private and are overlooked by other guests. The lodges are incredibly warm, especially at night. The combination of timber frames and floor to ceiling windows makes the them very warm. The thermostat in our lodge was reading 25-28. If you have room to bring a fan with you, do! I wish we had! There are plenty of big soft fluffy towels plus a robe & slippers for each guest in the bedrooms, however, there were no face cloths. I didn’t pack any as thought these would be provided. There is so much toilet paper it looks like a Covid stock room! Ok, not quite, but it is refreshing to stay somewhere where the TP is plentiful! Most places provide a token roll in each bathroom, but The Mole is very generous and they even emboss the new rolls or make them look like exotic flowers! You definitely don’t need to bring any extra with you, we left our pre-prepared spares for the next guests. Also if you visit the indoor pool they will offer you towels to use whilst there, we had bought our own beach towels so didn’t need to, but handy to know for next time. The heated towel rails were not working in our bathrooms, so the towels took ages to dry. The thermostats had a padlock symbol showing and we couldn’t seem to adjust the temperature. Not sure if the heating was locked onto a summer setting, so was turned off? This was a little frustrating, particularly with damp dog towels. Each bathroom had a lovely little amenity bag containing L’Occitaine soap, conditioner, shampoo and body wash. The showers are nice and big and have decent pressure to wash your hair. The bath is huge and I was sad that I didn’t bring any bubble bath with me as it would have been lovely to have a relaxing soak and a glass of bubbles in there! The bedrooms were fab, soft carpet underfoot and the double room was very spacious, with a big comfy bed and a huge glass window with a view looking out onto the meadow. Pillows (SilentNight) were nice and puffed up, although my son did moan they were too puffy 🙄 The duvet (Snug) was warm (10.5 tog) with crisp cotton sheets. There was a safe to store valuables, although ours had been locked by the previous guests so we had to ask reception to unlock it. The wardrobes have plenty of space, although could do with a few more hangers. There was a hairdryer and many usb / smart charging sockets dotted around in all areas so you don’t need to bring plugs, just leads. The twin room was small but had all you need. The duvets in this room were huge, I think they were small doubles, so fabulous snuggle-ability! There was also plenty of wardrobe space in this room. The promised WhatsApp message didn’t arrive on our first evening. I queried this the next day at reception and they had input my telephone number incorrectly replacing a 9 with a 6. I also enquired about the take away menus for the restaurant and these were then Whatsapp’d to me 👍 We also mentioned the missing items from the dog’s gift bags, the reception team were very apologetic and quite surprised that there were no treats in the bags. They promised that they would get some delivered to us, but sadly these never arrived 😔 I didn’t mention it again as I didn’t want to make a fuss, but I was disappointed with this lack of attention to detail. They also said they were having a problem with their supplier for the microfibre towels. I do understand that supply problems are unavoidable, however, when you are paying per night / per dog these little extras are important. Plus there are plenty of alternative places to purchase dog towels. They had left us with some white bath towels to use for the dogs but these were lodge towels and not ones that we could take home to use again. The activities on offer were fabulous and these really enhanced our stay. There was a good mix of inclusive and additional charged activities to do. The activities team were AMAZING and we had such fun, Megan, Callum and Liam were fantastic, so patient and encouraging! We took part in axe throwing, archery, bushcraft and bat box making. We also used both the indoor and outdoor pools. The outdoor pool was actually warmer than the indoor pool as the boiler had broken which also meant that unfortunately the jacuzzi was not working either in the Pavilion. We frequented the Cellar Bar almost daily!! After our activities we would take the dogs for a walk and then stop there on the way back to the lodge. The bar staff were friendly and made a real fuss of the dogs, who enjoyed the plentiful treats from the jar on the bar and the bowl of water that was always provided once we requested. We had the pleasure of being the recipients of the new bar tender’s first ever cocktails and he did a very good job; not buckling under the pressure of being watched by 3 members of staff and 2 guests!! You do need to watch the measures of your glasses of bubbles 🍾🥂 though, they pour ‘by the eye’ and as you can see from the photo I definitely had a ‘favourite’ bartender!!! Some of the glasses were half full whereas others were almost full! When we asked one of the bartenders how they knew how much to pour, their reply was “I just know” 🤷♀️ I know the resort is an eco resort but wasps were a major problem for us. Our lodge was plagued by them, I did bring a Citronella candle with me, but forgot matches 🤦♀️ so I asked at reception and also the bushcraft staff if they had any but neither did. Reception kindly offered for the maintenance team to go to our lodge as they had special equipment to help deter / remove the wasps. We gladly accepted, but on returning to the lodge we couldn’t see any evidence of any wasp traps and there were still some unwanted visitors 🐝 There were also lots of wasps in the Cellar Bar, the staff were swotting them with an electric fly swot. It was a shame as it put us off sitting outside to enjoy our drinks. When walking around the Resort it was lovely that the staff were friendly and most would smile and say hello to us. The shop in The Hub has a small selection of ‘essential’ products. Another reviewer mentioned that they didn’t sell bread, however, there was freshly baked bread when we were there! A small loaf was £2.50. Also a coffee machine for the daily caffeine fix! The games room in the hub is fab, my children loved it, a good mix of free and chargeable games. They would happily go off for half an hour or so with my credit card 🙈 and enjoy themselves! Air hockey, shuffle board, pool, connect 4, table football, hungry hippos, chess, skittles plus many more. It would be handy if the resort introduced pre-loaded cards that could be used by the children to pay for the chargeable games in the game room as they are a cashless resort. Then the children could be given these to go off to the games room independently. The cards could then be topped up as necessary. Other venues we have been to have introduced these and they seem to work very well. My youngest also enjoyed the freedom of being able to cycle safely around the resort on his bike whenever he fancied. If I could make a suggestion for future improvements it would be to have an enclosed dog exercise area. Whilst it wasn’t a problem keeping our dogs on lead during our stay, they are large dogs and we often walk them in a secure field where they can run free and play fetch for an hour or so. It would be nice if there was a fenced off area where we could let the dogs have a run around without worrying about other guests and their dogs or the resident deer. Also it would be nice if they served bar snacks in the afternoon. After our activities sometimes we may have skipped lunch and would be peckish whilst having drinks in the bar. The only food options are bags of crisps, chilli crackers or nuts. It would be most welcome if they introduced a light bites / snack menu such as bread and oils, olives, antipasti, French fries, a few simple items to tide you over until the evening. We would have stayed longer in the bar had this been the case and enjoyed a few more drinks! The reception staff were always welcoming and very helpful. In particular Latheef & Claire stood out. However, on checkout we were not asked how our stay was, so I wasn’t given the opportunity to provide any feedback. The bill was quite difficult to understand, the charges are listed in a very generic manner and then VAT is added separately under each item. Also the bar bills were listed as afternoon tea or dinner, rather than drinks / cellar bar bill , which is slightly confusing. The activities are not itemised or individually listed so you cannot see which activities you took part in or if the amount you paid is correct. I also think that the charge per dog / per night should be discounted if you bring a second dog. The difference between one or two dogs makes absolutely no difference to the resort, it just seems a way to make a little more money. I probably wouldn’t have been so bothered by the dog charges had we not been missing gifts from the goodie bag. On the whole we did enjoy our stay at The Mole and my husband is very keen to rebook for October half term and Christmas. I, on the other hand, am a little hesitant and feel The Mole fell short on a few things that I would have expected from a luxury resort. I had high hopes and felt somewhat let down, I would like to visit again as the children really loved it and I’d like to think that the next visit would be better, but I am undecided yet. …
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.