Tài Khoản Khách
ngày 17 tháng 12 năm 2021
We rang in April to secure a room at Camp Estate, and spoke to reception staff at the time. In that conversation, we made it very clear that we were interested in booking a room at Camp Estate (which is a beautiful property) and we were led to believe that is the property for which our reservation was made. However, on arriving at the property today (Dec 2021), we were stunned to find that we had actually been booked into Lanarch Lodge. Lanarch Lodge is VERY different to Camp Estate, and we were never told that we were being booked in the lodge instead of Camp Estate. Presumably, staff would be aware that the properties are by no means synonymous. Lanarch Lodge is much older, there are no staff to help with your luggage, there's only one staff member at the desk (which is closed on Mondays), there is no room-service/all day on site dining, and it doesn't have the same beautiful facilities or amenities as Camp Estate. It's a completely different style of place. Safe to say we were shocked when we arrived, as this was not the property we had booked. Unfortunately, they didn't have rooms at Camp Estate for our full 3 night stay. We were told we had to forfeit our deposit, and we were then left booking alternative accommodation at the last minute. Clearly, there is a huge communication issue here. If guests ring asking to book a room at Camp Estate, there is an obligation to communicate clearly to them if you're actually booking them into a completely different property. This was incredibly disappointing, and frankly quite deceptive. If you're hoping to book at Camp Estate be VERY careful, because they might book you into Lanarch Lodge without telling you, and then will keep the deposit you've paid.
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