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Original poster

Feather Down Farm - last minute group split... Advice

461 replies

Nicky1234 · 02/08/2011 17:37

A group of 5 families has booked early in the year to stay with feather down farm and were advised that we would all be together. Now 2 weeks before our stay we have been advised that in actual fact we are being split up because a group of 2 wants specific tents and so it makes that field too small for us.
Anyone been to one of these farms and do you think it will be a problem, we have 10 kids between us, 6 and under, so I am worried that they'll disturb other guests (rather than all being together they'll have to find each other). Also though there is a brook between the 2 fields so we're going to have to shepherd them about and it seems such a shame they cant just roam a little free (poor loves get no freedom). Selfishly the adults won't be able to hang out in the evenings either...
Im also really upset that we have to split up as seems unnecessary and unfair...
Any thoughts/ideas/suggestions to put my mind at ease.
Thanks

OP posts:
OddBoots · 09/08/2011 19:08

I really hope they do something to fix this but if not it is certainly a warning to the rest of us, it was on my list of potential holidays but certainly won't be now if that is how they treat customers (and farmers).

ChristinedePizan · 09/08/2011 19:10

Another one who would never use FDF after reading this thread. I'm appalled that they have changed your booking at the last moment like this for reasons absolutely within their control.

MisSalLaneous · 09/08/2011 19:23

Btw FDF, if I knew I had to see the MD straight after my holiday, it would stress me up even more as I wouldn't be able to switch off. Would go through things I want to discuss in my head over and over again. You're not exactly helping here.

Frazzled, you will have a great time, you'll see. This is not meant as a compliment for FDF though, it's a despite, not because of situation. You'll see wonderful friends, your children will have a great time.

EmLH · 09/08/2011 19:25

Blimey, they've really missed a trick here haven't they!

I would be so insulted and feel very sorry for you. I really do think that you should cancel on principle now though, demanding a full refund. Surely all this is going to colour the experience when you're there? You must be able to find something else, even if it's not quite the same thing. Such customer service is inexcusable in my book and the idea that the MD won't talk to you until after is a joke!

I'm another one who was considering a holiday here once my DD is a bit older. Definitely won't now. Reputation is everything!

AitchTwoOh · 09/08/2011 19:38

who ARE the super-special campers in the other field?! i MUST know. they must be very important indeed, if *Featherdown Farms are prepared to lose the goodwill of so many people (this is suuuuuuch a highly-indexed site on Google) in order to satisfy their every whim...

at least if it's the Ramsays and Beckhams you'll be sorted for a game of footie and a barbie after...

  • ps re indexing, we should write featherdown farms longhand rather than shorten to FDF, i have just realised.
AlmaMartyr · 09/08/2011 20:11

Having to see the MD after the holiday is daft, it does sound like they're hoping they'll be able to say 'ah, see, you had a good time so you can't complain!'. Not good enough!

Like others have said, I can only imagine that the other campers are high profile for Featherdown Farms to treat you this badly and risk putting off so many people through this thread. Ridiculous though.

The initial problem seems like it could have been so easily solved but their appalling customer service is what would really put me off Featherdown Farm.

levantine · 09/08/2011 20:11

The really really strange thing is that Mumsnet users must be THE target audience for Featherdown Farms (age, income, etc). I mean if they don't want us to go on their holidays, then who do they think WILL go?

RollingInTheAisles · 09/08/2011 20:16

Maybe it's Liz Jones and Jim Keer :o

AitchTwoOh · 09/08/2011 20:19

i really hate all this 'the power of Mumsnet' stuff, though. bottom line is that we are all individuals who will make up our minds based on what we see. it's not a collective action thing, its just potential customers thinking 'i do not want that happening to me'.

i bet that Featherdown Farms think that we are making a mountain out of a molehill here, but if they are, they have truly lost sight of their core business.

it is SUCH HARD WORK, those last couple of weeks before going on holiday... tying up loose ends at our jobs, getting the bloody washings and ironings done, packing, buying little odds and sods. it's so stressful that by the time we have sorted it we NEED a holiday. so i am tremendously upset for old frazzled that she has this shit to think about as well. and you know, no matter how much i hope she will have a wonderful time, all this nasty business would really sour it for me.

xmyboys · 09/08/2011 20:19

poo to Featherdale Farm stays. Checked in to see if anything had happened today :(

RollingInTheAisles · 09/08/2011 20:20

*Kerr

suzikettles · 09/08/2011 20:22

Not only would I never now book a holiday with FDF, but I can't be the only person lurking on this thread who if anyone ever said "Feather Down Farm" to me would make that hissing sound between my teeth and say "well let me tell you about FDF..."

What's that thing they say about customers passing on an example of bad customer service to at least 9 people? It must be going exponential now.

(When I saw this I honestly assumed it would be sorted out within days - staggered by the PR incompetence)

ReshapeWhileDamp · 09/08/2011 20:24

Amazed that the MD isn't available to 'discuss' this until after the event! Shock (i.e. they will have accepted the screw-up by going on the holiday and probably, legally speaking, that will mean that they've 'opened their purchase' and accepted that it's ok.)

Another one who was tempted by Featherdown Farms holidays initially, and now, seeing this evidence of their rubbish attitude, wouldn't touch them with a bargepole. Aitch, did you have a word with HQ? Agree that it's the bloody limit, them using Mumsnet to promote their holidays when they're making this mumsnetter so unhappy.

levantine · 09/08/2011 20:27

Aitch I dislike power of mumsnet too

'its just potential customers thinking 'i do not want that happening to me'.

Exactly

I just googled Featherdown Farms though and this thread didn't come up.

AitchTwoOh · 09/08/2011 20:28

oh yes, i cannot wait to pass on how much the farmers get paid.

btw did anyone see The Great Outdoors the other day? v funny bit with a farmer/rambler stand-off. iplayer, click on about 20 mins in "sorry, got the glampers in, they're down in that teepee over there... that's where the money is, posh folk who like mud."

AitchTwoOh · 09/08/2011 20:29

didn't have a word, reshape, did report my own post and grumble about feeling cross. Wink

NettleTea · 09/08/2011 20:36

Has the OP ever had an answer as to why the 2 tents were allowed to chose specific tents, whereas they have been told that there is no guarantee of a specific area, apart from the comment from the farmer that the 2 tents shouted....
OP - give Canopy and Stars a bell, they might have somewhere for you...

suzikettles · 09/08/2011 20:37

God it's going to be so awkward with the people in those two tents now. Grim.

suzikettles · 09/08/2011 20:38

(I'm sure frazzled will be gracious and lovely, and it's not their fault, but I'd be seething)

NettleTea · 09/08/2011 20:39

Thats the other thing. After all this fiasco, the OP is going to be sharing a space with the other two tents. That cant be right.

sockpoppet · 09/08/2011 20:39

www.mumsnet.com/Reviews?call=IndexPage&ts=1312918618185&pt=rb_camp_uk_hols&pid=82#475 you can also say whether you agree with the reviews on here. This is the top post on Google for feather down farms mumsnet

feelingvfrazzled · 09/08/2011 20:49

To be fair IF we end up going then we'll all be so happy because it means FDF have finally got it. All we have ever asked for is fairness.

We're still not totally sure how the other people have managed to reserve specifics but know that our booking was taken because FDF didn't check their booking system properly. This is undisputed.

So the other group of 2 haven't done anything wrong, they've just booked a holiday, same as us.

Keeping everything crossed now....

AitchTwoOh · 09/08/2011 20:51

but haven't they asked for and got a specific place? which is against the ts&cs?

feelingvfrazzled · 09/08/2011 20:53

Yep which is what we don't really understand but equally can't blame them for that. We'll all be laughing about this soon - I hope!

Scarletbanner · 09/08/2011 20:54

I was also considering a featherdown farms holiday but certainly won't now i have read this tale of woe on Mumsnet. And I shall make sure to tell others. What a terrible example of how not to treat your customers (and how to alienate lots and lots of potential customers)

Make sure you review the holiday afterwards, op, on tripadviser and every site you can think of. As well as on mumsnet of course!