We booked the £9,50 per person deal through the Sun newspaper only to be hugely disappointed at not only the ‘hidden costs’, the customer service as well as the state of the resort.
We booked the holiday online on the 07th January 2013, we then got an email on the 11th to say it had been reserved. We didn’t hear anything further until we called on the 1st Feb to see it was confirmed - On departure from Gunard Pines at 09:00, we received an email 15th Feb at 11:56 saying our holiday was confirmed.
On calling on the 1st Feb we learned of addidtional costs that were not mentioned on booking. We had already paid the £36-00 which was non-refundable. We then learnt of bed linen, leisure pass and a mandatory service charge- no explanation as to what this charge is for as there sure was no service at Gunard Pines. For a Service charge I would expect the unit to have been cleaned – or at least clean on arrival! The unit was revolting – opened a kitchen cupboard to find a loaf of bread that looked as if it had been there for weeks! All the crockery was filthy – cups stuck to the shelves and me having to boil a very black frying pan with hot soapy water to get the muck off. Then being told that I have to strip the beds and tidy when we depart – so what is this service charge for?
We also needed to have access to our emails but there was very little signal at the resort, after looking at the book in the unit we decided to go to the reception and ask to purchase the wifi but we were told that they only do wifi in the summer months.. this should really not be advertised then as a resort with these facilities.
Customers should be forewarned of the additional costs at time of booking – before paying the non refundable deposit. They should also be advised that there is nothing in the unit and to take absolutely everything from toilet rolls, oven gloves, washing up cloths, towels of which I then had to go out and buy.
There were also no activities going on - as apparently it's only done in the summer - false advertising! We had our two girls with us and had to go out every day.
- Official Description (provided by the hotel):
- Set within 50 acres of private woodland, a short stroll from the beach and moments from the lively yachting capital of Cowes, Gurnard Pines is the perfect destination for holidays and short breaks. With quality leisure facilities offering plenty of action for all ages, there is plenty of fresh air, freedom and flexibility to relax. Our Bungalows and Lodges nestle in a peaceful countryside setting, complete with a nature trail and quiet spots to relax. ... more less
- Also Known As:
- Gurnard Pines Hotel Cowes
- Gurnard Pines Cowes, Isle Of Wight