A group of six of us stayed here for the may bank holiday weekend, after paying almost £600 we expected a very relaxing weekend enjoying the tranquil surroundings, a luxurious cabin and most of all a hot tub! The surroundings were beautiful although we were located on the main road into the site which meant we had limited privacy, our cabin was suitable for six but noticed immediately that the hot tub was not, it was only big enough for 4, 4 seats, 4 cup holders (not mentioned on the website) the cabin was grubby, dirty foot prints on the floor, limescale in all 3 toilets and the decking area wasn't freshly cleaned, we got on with it and just cleaned it up ourselves (no one wants to complain as soon as they arrive on holiday!) after having a wonderful, first day/night, we were looking forward to having a bbq in the sunshine and using our hot tub the second day but it did not heat up for 10 hours (as opposed to 4) and our downstairs shower didn't work meaning we all had to use the ensuite all weekend. We complained to the person 'in charge' (this is how she described herself) we had to ask for her name, Nicky [--], I can only describe this women as having the lowest form of customer service skills I have ever had the misfortune of encountering. her attitude was completely passive aggressive towards our Group. She addressed us as 'girls' (3 women in their 30's, not that it should matter!) and continued to speak to us like 'naughty teenagers', she made us wait around for her whilst she cooked pizzas, blamed us for the maintenance problems (which was ludicrous!) and point blank refused to give us the names of anyone at the customer support centre, her superior, and even refused to call another cabin site to ask if they had a spare cabin, even though we asked her to do this because we were so unhappy with our situation. She told us she would send an email to customer support who would pick it up on Tuesday (after we had left!) we asked if we could be sent a copy of this. I have never dealt with such a rude, patronising and offensive customer service representative, ever. The hot tub worked the next day, the shower did not. No one came to fix the shower. No email was sent to inform customer services. VERY BAD CUSTOMER SERVICE!
- Official Description (provided by the hotel):
- Luxury cabin breaks in the forest with idyllic natural surroundings. Our cabins at Keldy are enveloped in the deep calm of the forest, some hidden beneath the trees and others opening out onto grassy, sunlit glades. ... more less
- Also Known As:
- Keldy Forest Cabins Hotel Pickering
- Forest Holidays Keldy, North Yorkshire Pickering