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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:
AlmaMartyr · 10/08/2011 07:45

These two places do 'rent a tent' and yurts but not glamping, and obviously not up to the standard of Featherdown Farm furnishings.

I did find this website though - Go Glamping which seems to have a lot of different places listed so might be something there? Anywhere specific you're wanting to go? These are the sites in England, some of them look beautiful.

lisad123 · 10/08/2011 08:21

here has some room in aug but not 100% on your dates.

lisad123 · 10/08/2011 08:25

looks like their shephards huts arent booked out but dont know how many of them are on site.
We had a lovely time there last year and the walks are great but sadly for us the toilets let them down, but truely a beutiful site with loads nearby for the kids

Chandon · 10/08/2011 08:29

If it is any consolation, there will be LOADS of negative word of mouth about FDF, and should hopefully damage their business.

Hope you find something else frazzled

Lottieloulou · 10/08/2011 08:34

This reply has been deleted

Message withdrawn at poster's request.

gapants · 10/08/2011 08:40

Feather Down Farms, shame on you.

Just so you know, if you have a Feather Down Farm marketing person reading this, i have so far told my knitting group- 12 people, my post natal group- 9 people, all my friends, and have my book club coming round tonight, another 12. WOM marketing when it is good is a bloody god send, but when it is bad...well.

Just cannot believe how terrible the customer service is, and while part of me would like to hear what Feather Down Farms have to say in response so we get a full picture, I am aghast at their behaviour.

lockets · 10/08/2011 08:54

This reply has been deleted

Message withdrawn at poster's request.

midnightexpress · 10/08/2011 09:16

Bloody hell FF, they really are shit. Words fail me. Will definitely spread the word to anyone who might be thinking of booking with Featherdown Farms.

Really hope you get something sorted for your holidays and that those two tents get rained on for their entire stay.

CocktailMumma · 10/08/2011 09:16

OMG!!! You really could not make this up! No one would belive you.

This is appalling on ALL levels. I would tip off the paps as they must have someone pretty bloody special staying in those other 2 tents to tell a large party like yours to bugger off.

I cannot believe how a company could be quite so inept when it comes to customer service.

I am another one who will wipe this company off my future holidays/short breaks radar, other than to warn others.

lemonbonbons · 10/08/2011 09:20

I requested a brouchure a couple of weeks, and was definately a potential customer in the future. We often camp in large groups and after reading this thread I NOW WILL NOT BOOK with this company, and will alert others to the poor customer service.

Hope the op gets a fabulous holiday somewhere else ( and has a good rant about FDF round a lovely campfire)

BiscuitNibbler · 10/08/2011 09:24

Absolutely shocking. Have Feather Down Farms got school-holiday kids in doing their customer services and PR? It is like some 1980s / 1990s badly-made customer service training video showing how not to treat people.

As mentioned above, I was looking to book for 7 families for next year but have decided to go elsewhere now. I have also told all of my extended family and friends - all target-market for Feather Down Farms.

I agree it is last-minute brinkmanship. Don't capitulate, you will find something much better and they won't have your money.

NettleTea · 10/08/2011 09:26

Just remembered my friend does yurt hire, so we might be able to bring in some yurts to another part of the farm for you, the bit where we are doing the MN camp. Facilities would be a bit basic - running water and portaloo (or a composting loo if we get our act together, plus you could go up and use the tree shower (actually we have 2 units so we MIGHT be able to knock up an out door shower if we had enough notice. LMK if this is of interest

CocktailMumma · 10/08/2011 09:26

I really hope you manage to find something for you all soon but being such a large group I expect it will be difficult in mid August and at such short notice.

I know its totally not the same as glamping but an alternative may be to consider booking a large holiday "cottage" or "apartments" in a farm complex. Try googling holiday cottages.

Also, some campsites also have supertents or Eurostyle tents.

I appreciate that neither of these have the same feel as glamping and will certainly not be the holiday you have dreamt of all these months but they may offer a solution and way for you all to be together and hopefully still have a great time.

Just an idea. I just feel so awful that your holiday has been ruined for such a ridiculous reason.

funnypeculiar · 10/08/2011 09:31

nettletea - your can-do/how can I fix this approach doesn't half put FDF to shame Smile

LIZS · 10/08/2011 09:42

omg , can't believe they're being so short sighted on every level Shock . Even a token 10% or hampers might have offset the damage but to leave a group of 5 families with no holiday in the middle of August is insane. So sorry for you Frazzled et al , is there really no way back now ?

(nb. look out for the glossy mag pics of minor "celebs" back to nature staycationing later this month)

elliott · 10/08/2011 09:43

Can op give some more detail about being asked to cancel? It seems as though fdf have got themselves into rather an entrenched position and are perhaps thinking that if they can't find a solution they will just walk away. Agree they have not handled well. I an wondering though about the timeline - did 2 tent group book before or after op? Was the basic problem that fdf gave op a promise to be together that they could never have honoured? If so, then they shld have grovelled profusely and cld have offered a move to alternative dates/ sites, but I can see they might feel they had to honour 2 tent group. If however op booked first , then I can't think of any possible excuse for their crapness. But the timeline is important imo.
Most illuminating to learn about their business model though- invidious.

AitchTwoOh · 10/08/2011 09:44

frazzled, if you did tag onto the end of the MN camp you would be hoist aloft by the mners and treated like a hero. Grin

ReshapeWhileDamp · 10/08/2011 09:47

Shock I cannot believe this latest turn of events from Feather Down Farms. How on earth can they pretend to be a professional company with this sort of service? Clearly they're comfortable about being able to hire the tents out to inidividual parties again, even at late notice (and I bet they charge full whack!). Cynical feckers.

Frazzled, I am so sorry for you and all the others. Heartbreaking. I'd have been so excited about taking a large group of children on that sort of holiday. You must be feeling gutted. I do hope you can sort something else out at short notice, and after the dust has settled, please do consider taking this to the relevant ombudsman, because this is just appalling. Feather Down Farms don't have a leg to stand on, and the way they've responded to their own mistake has been inappropriate at every turn.

LIZS · 10/08/2011 09:47

www.eurocamp.co.uk/destinations/uk.html might be worth a look

AitchTwoOh · 10/08/2011 09:48

afaics the others booked first, is that right? and were, wrongly, allowed to book specific tents? they've been asked to move, but won't.
so when frazzled was told that she could have the whole field, featherdown should have known this was impossible, but hadn't checked i think?

notwavingjustironing · 10/08/2011 09:53

It's frighteningly blase in this economic climate to fail so spectacularly with your PR.

I agree with other posters, its not so much the "power" of Mumsnet, but that fact that it acts as a conduit to spread the reputation of companies, good and bad.

I too could not believe that such a fluffy middle class aspirational company could behave in such an appalling manner to such a lot of people. I have actually recommended Feather Down Farms to a family who have already made a booking, but I will be sure to pass on the anecdote from this thread to anyone else who asks. When you wait all year for your holiday you want it to be right. Feather Down Farms seem to have five star prices and budget holiday service. It's not good enough. Mistakes are made, but it is how they get sorted out that ultimately form consumer decisions.

This seems like a very naive tactic. How much business will be lost, from gaining the business of the equivalent of two tents - even if they are paying for bunnies and casseroles?

Coconutfeet · 10/08/2011 09:54

I have been following this thread open-mouthed. I have often looked at the Featherdown Farms brochure and thought about booking with them for a treat one day. Now that I know how badly they treat their customers and the farmers they work with I wouldn't even contemplate it.

Shame on you FDF!

OP I really hope you get something sorted out and you manage a relaxing break after all.

Nettletea - your place looks lovely.

canopyandstars · 10/08/2011 09:55

Hello, we've been contacted by a couple of posters (possibly even OP - situation sounds sadly familiar...) to see if we can find somewhere else to stay. Our best idea was the Pop Up Hotel in Cornwall where we do happen to have 5 tents free for this weekend. (As it's quite a distance away from the original site, the only drawback is that it might be too far for all of you to travel - there is a beach nearby though!) We don't have anywhere else big enough free, I'm afraid, but it is really upsetting to hear about your holiday plans going awry and we would dearly love to be able to help you out of this frustrating situation. Got my fingers crossed that everything works out in the end.

p.s. Hello NettleTea & thanks for being your helpful self!

elliott · 10/08/2011 09:55

Thanks aitch, I thought that was it. Doesn't excuse the crap handling but I can see how fdf have now got themselves into an impossible position. Their mistake though, so they shld have tried much harder to make a good initial offer - discount on same booking or move to alternative dates or sites.

ReshapeWhileDamp · 10/08/2011 10:00

But they haven't got themselves into an impossible situation. Frazzled would have been flexible if they'd offered any real concession, so that would have been an honourable way out. Or they could move tents around, perhaps. Or even add a tent (don't tell me they don't have spare units sitting around in a warehouse somewhere) to the problem field. Or been as adamant to the two-tent party when they 'shouted', as they've been to Frazzled's party.

Aitch, clearly it is Wils and Kate slumming it that week, and FDF need all remaining tents for the snipers and bodyguards, so they've cancelled on Frazzled! Grin