Hemera Holidays - Morpeth

Suzanne N.

Numerous issues with our caravan, cleanliness, lights not working and hot tub lid broken, and final straw came when we leaned on the wall and the lights came on. We did report the issues to someone on site who told us to email booking agent, which we did as soon as we got home. She refuses to accept our claims, even though we provided photographic proof. Blocked me from her Facebook site, which I guess she does to anyone who leaves a negative review. Wendy has not been very professional in her manner of dealing with our complaints and at no time has even offered an apology! Would never use this booking agent again.

In response to Wendy’s reply, which contains many untruths
1. Posting photos on your website showing the broken hot tub lid is neither slanderous or stalking!
2. We have never asked for a full refund. You have never offered any kind of compensation, if you have an email proving this please feel free to post a copy!
3. We did vacate the lodge as soon as we became aware of the faulty electrics.
4. You were sent photos of the hot tub 11 days ago, but refused to acknowledge it was broken, even sending us a picture of a perfect hot tub that was ‘apparently’ taken on the morning of our arrival, clearly a lie.
5. You should already have been aware of the broken hot tub, from your twice daily water checks. It’s clearly been broken for a while. Why did you even let the property to us?
6. You have never once apologised for renting out this unsafe property, with an unusable hot tub, but have been rude and dismissive of our entirely justified and proven complaints from the outset.
You insinuate that we are complaining purely to get a refund, highly insulting, but typical of your attitude and response to any complaints.
We have sent a complaint, along with photos and videos that completely confirm every thing we have complained about, to Northumberland County Council, and will let them deal with it

Peter D.

Excellent accommodation add a hot tub,well behaved dogs are welcome too and it's just the relaxating holiday for you.
We didn't have an overseas holiday for over 20 years due to our love for dogs.

So its a big thank you to Wendy and Louise from Hemera for our much needed breaks for my wife. Think we need to change from Northumberland as that's around 8 times we've been up there so much so our boys Bosun and Blue recognise where we are lol

D P.

Cedar Lodge, Percy Wood Country Park, Northumberland:
The site and lodge was easy to find with the directions provided.
The site itself is very big with limited amenities of a reception building, play area, hot food van and a small club accessed through the woods and across the golf course.
The golf course looked pretty good and quiet but we didn't use it.
Cedar Lodge: The outside appearance as you approach and park is quite bland and non appealing with brown cladding, old slabs and uncut grass.
Inside the lodge is very spacious and open plan with large bedrooms and bathrooms.
The facilities are all there although little things missing like a cheese grater and potato peeler (not essential but annoying).
The cleanliness was somewhat lacking with a greasy extractor, stained sofas, mouldy shower door runners, old water in the kettle and algae covered entrance steps. We actually took a small rug/runner to protect the carpet from wet shoes stepping inside as there's no porch.
The decking is only to the rear with some chairs, table and a hot tub which is easily overlooked by the other lodges and not particularly private.
The hot tub has a manual heavy, bulky cover that you need to remove and replace each time you use it, and no parasol or cover if it's a bit drizzly.
There is no view of the golf course as the trees and bushes are overgrown and a fence to stop the golf balls coming over.
Beware of the FBI (fun busting idiots), during our first night there was a very loud party going on beyond 3am in a neighboring lodge but on our last evening the FBI appeared in the darkness at 22:03 to remind us there was a 10pm noise and hot tub curfew on the site!!
We enjoyed our stay for its location to go off touring the area and comfort within the lodge as it was nice but.....for the facilities, outside area and price, we wouldn't stay again.

Reply to response: Nice to get a response over a year later:
The customer shouldn't need to report issues if the property was cleaned and maintained properly and a quality control inspection was in place, it's inconvinient and annoying to have to do someone else's job at the start of your holiday.
With regards to the late night noise it was quite a distance from our property but still very audible so other properties nearer must have needed earplugs. We assumed that it would most certainly have been reported by others and any such patrol would have heard it.
I did in fact speak to a member of staff who happened to be passing and was told someone would call in to address the issues..... Nobody turned up.

Janice H.

We have just returned from a stay at New Cottingburn House in Morpeth. The house was lovely. A nice welcome hamper was waiting for us on arrival. Lovely gesture. Good communication with Hemera team. No complaints at all. I would highly recommend them. Very clean, comfortable house.

Amy B.

Withheld our deposit for “extensive cleaning needed” “broken blind” and “broken hot tub”. We were only told that the deposit was being withheld after we chased it up.

When asked for evidence of the damage and also invoices/job sheets of repairs (to include dates and reputable company name) we were sent 1 photo of 2 bags and box that did not belong to us. Apparently House keeping forgot to take photos of the inside “where extensive cleaning was needed” No evidence of any works carried out etc. It has been over 3 weeks now.

We left the lodge very clean, with just clean dishes left on the drainer and unopened crisps on the cupboard which we forgot to empty.

A screw came loose on the handle to the hot tub which was repaired by the maintenance person the same day.

When we arrived the blind was broken, dirty curtains, dirty throw on the bed, toilet flush not working in main bathroom and gas hob on the oven only working on 2 out of 6 hobs.

It was admitted by the company that one of the blinds was broken before we arrived but we in fact had broken the other one? (Still no evidence provided).
Which I find very interesting because they no doubt kept someone else’s deposit for that but failed to fix it.

I would never recommend this company to anyone unless your willing to be robbed of your deposit. They are rude and very unprofessional.

We are not seeking legal advice.

Lo S.

Very happy with experience and the accommodation was lovely. We stayed in Synflower Retreat and it had everything we needed. Our hot tub went cloudy and there was someone there to fix it straight away. LOVED the welcome gift.

Linda H.

Just back from a weekend in wildernest. The lodge is beautiful and the location idyllic but just a few minor but quite important issues : no mattress or pillow protectors. No oven gloves. No information folder which is one of the first things I look for and the decking quite dirty and hot tub felt grimey.

Cath A.

We were booked to go away Monday to Friday this week, unfortunately my dad passed away, so we had to cancel, I didn’t expect to be offered anything in return, however, a lady called Carolyn was amazing!
Offered us another break away free of charge, at a time more suitable for us, what a absolutely fantastic service we received at what was an awful time for our family. Thank you, and would recommend to everybody.