Longleat Center Parcs, taking £600 a night to be on a 24hr building site! Aaagghh

[Mumblebeebee]

We are currently staying at Longleat centre parcs. Having saved for this for a year, it's costing an eye watering £600 a night for 4 nights. Total £2400.

What we weren't told was our villa was opposite a 24 hour construction site. Which, as I type is sounding like smashing bottles being thrown into a bottle bank crossed with several generators running.

I'm fuming, no sleep possible and we have 4 children to entertain tomorrow.

AIBU to have expected Center Parks not to have booked out our villa knowing this. Or at very least warned us.

Any advice? We've called customer services at 2am to be told that extra work was being carried out!

I'm not happy at all.

Are you staying in the noisy villa or moving?

Hi OP, what a shame your holiday has started off so badly, my DS has ASD and I know how precious calm and quiet holidays are so this really is a bad start for you, hopefully it will improve.

I used to duty manage in a venue and a part of that job was dealing with complaints so I thought I might give you some tips on the best way to approach a complaint -
Be clear on what the problem is and how it's affecting your experience (this is easy in your situation)
Outline how you want the problem to be resolved
(You need to be moved)
Discuss any compensation due to you
(Any extra expenses incurred as a result of this- have you paid for activities you've missed etc)

Also be realistic about what they are likely to offer as a 'goodwill' gesture- meals etc. I think it's very unlikely you will get a full refund and get to stay in the park- you are still using the room and facilities etc.

If they can't offer you alternative accommodation that is the time to kick up a fuss- your holiday has been ruined, you had no prior warning of these works, and the noise is a negative environment for your DS, and it wouldn't be unreasonable of you to ask for significant discount on a future break.

Hope that helps you formulate your complaint.

And I hope you have a good holiday.

Yeah, for what the OP paid you could have 6 months in Pontins..

Yes that's right, the only choice of holiday in the UK is between Center Parcs or Pontins

Right, I am definitely contacting CP before we go. As someone mentioned, it might help the OP if several of us ask about the noise and refer to the fact that there are complaints on social media.

£600 a night?????

I'd want a Castle with a Butler for that. And food. And champagne.

Sorry, not helpful.

It's not got any better. Truly appalling service for a very expensive mini break.

They are saying (from the very top) that they are offering us a much smaller villa further out. This won't work as we won't have the rooms for the children, ensuite, games room or the familiar setting etc that we booked for very good reasons.

They say if we choose to say they will assess the noise levels each night and calculate the amount of refund they feel we deserve at the end of our stay.

I pointed out that after two hours sleep I'm on my knees and today is a write off. I'm unlikely to bounce back even with a good night sleep. And tomorrow is the second day of the three whole days we actually get in the park

The noise level during the day is also bad with constant drilling, beeping of machines and rumbling generators.

To me, my holiday is already compromised. The building works are to continue 24/7 they cannot guarantee we will not be disturbed.

The manger said this was made clear on the website. It doesn't mention anywhere about current construction site and significant noise distribution, and certainly not over night.
It does mention the new rides coming soon though.

I guess our only option is watchdog followed by small claims court now. They can't get away with this. They knew the 24/7 works were planned and made no attempt to contact us.

To be given the choice to pull out a few months ago would have been preferable, at least we could have planned and prepared for other options.

If you've booked villas in the 900's before mid August please seek advice before you come.

What a shame it's spoilt your holiday, have you got any method of recording the level of noise, i.e. iPad, phone, ideally stamping the time/date on it, it may strengthen your complaint. I did worry that they wouldn't be able to move you, as I know CP are usually fully booked in the holidays. Having said that it would be an inconvenience to have to move, in any case. Just thinking practically, have you got earplugs, they may help a little. I hope you get a better nights sleep tonight and are able to enjoy the rest of your trip.

Why do people go to centre parcs?

You could get such a beautiful holiday cottage for that money plus plenty over for eating out and proper adventure activities!

Ironic as it sounds you need to make a lot of noise OP. Twitter, Facebook, Watchdog.

FFS Bumpsadaisie RTFT.

OP has good reasons for choosing Centre Parcs, don't be so judgemental.

No amount of noise is acceptable, IMO. I have been to CP pretty much yearly for about 10 years and never has it been less than peaceful in the accommodation. That's why we go there! It's not Pontins and it does cost a lot of money because of it.

Bumpsadaisie

Because it's easy, safe and peaceful and fun

I've just looked at their website and at a quick glance can't see anything about building work. Works going on literally through the night should be prominently highlighted. Demand a full refund as well as the alternative accommodation

Just saw your latest update and I can't believe they dismiss you like this. Is going home an option for you? I don't think I can holiday with two hour sleep! At least you aren't overseas and have the option to just drive away?

Is it 'the very top' or just the onsite manager? I'd definitely tweet and email the CEO directly. It's a piss poor solution.

Did they mention refunding the difference between the Lodge you've booked and the cheaper one? I'd be tempted to move and then discuss the right level of cash refund - i.e. full for the first night and second day - so £900 and then you pay half of whatever the room rate is for the new Lodge. So if the new Lodge is £300 a night then you are refunded £900 plus £150 per night for the remainder. Then you discuss free meal vouchers/free activities etc. In other words, things that cost the Parc nothing but enhance your time there.

CP are getting more and more bad publicity by not sorting this. We'd have considered a holiday there but after reading this, no way.

I also try booking now and they have vacancy for the woodland 2 bed lodge. I can't see anywhere that warns of building works? Obviously they can claim it's not affecting the lodges that are free?

I just went through the booking process to book a villa in the 900s during August, and at no point did it warn me that there would be construction work or any other kind of noise. Obviously I didn't fill in payment details, but you would expect it would warn you before that stage.

Have you asked for the link to where it is made clear on the website?

I've had a look and found this page: www.centerparcs.co.uk/discover/news/village_news_longleat.jsp but using google rather than links on the actual website and doesn't mention specifically that work will be going on 24/7.

I have a feeling that the work has over run as opening rides in the middle of August rather than at the start of the school holidays seems a little odd.

Can you try the local environmental health dept? For out of hours noise, I would certainly imagine they would come out and record sound levels. I'm not shocked by their response OP, but in honesty I'd also move villas regardless of the size as you are highly unlikely to get any noise reduction where you are. And make them move your stuff!

Think I would screenshot the website now if you can - or can someone here do and email it to you. Searching for the 900 villa types.
I'd publicise this as much as you can - if your happy to use your sons issues that might help. (Not an easy decision I know).
Hope you get some sleep tonight. Maybe the driver might need to take the other villa the night before you leave to make sure you have a safe journey, especially if you've travelled a distance.

OP if you stay on your holiday I don't think you would be able to make a claim for refund via small claims - I'm not a legal expert though, (I know about theatres and music venues not holiday sites), but more knowledgeable posters may know better?

Well I for one am totally put off cp for good now if that is their level of customer service. Absolute joke. I would be going for a full refund op, absolutely nothing less.

Is the work noise from the new ride in the pool do you know?

If the work is advertised on the website, plus the fact they've offered you a full refund (if you go home), offered to move you to a different lodge and also offered compensation if you stay, then I'm afraid a small claims court won't touch it, as they've offered you alternatives.