Bourne Leisure Ltd - Hemel Hempstead

Tony H. I.

This was my complaint to Warner Leisure Hotels that was totally ignored, Pictures were sent but can't be uploaded here.
Read other peoples reviews before you waste your money, it seems to be the same complaint re the accommodation being old and worn out, how they have the nerve to call it a Royal Room and VIP service is so far from the truth

FAO Customer Complaints department. Booking Ref No13587833
I wish to complain about the absolutely ruined golden wedding anniversary break I booked with you on the above booking reference.
Your advertising and terminology used in your literature and your website really need to be looked at if not by you then by The Trading Standards.
I had booked a VIP experience and the best room with balcony and sea view.
On arrival I was assured that the car park was near to the room, it is a dedicated car parking space with your room number marked out in the Royal Car Park, the room was nowhere near the parking bay, so much so that after walking around the corridors to find the number I had to go back to the car park and bring the vehicles round to another area closer to the building to unload. The alternative was to drive back to the poor lady you have standing in the cold at a wooden shed telling clients where to park and giving you your room number and literature.
After taking our luggage up to the room and then parking back in the bay with the space marked 401 with the disabled logo which neither of us were, we proceeded to unpack and try and get over the first couple of hours, I read the literature and found that we needed to register our debit/credit card, I looked out of the balcony window to see that the view was of the car park and no balcony with see view, when registering my card I pointed out to the receptionist that the room allocated was not as booked, her answer was “Oh you booked on line” and that was it.
The room had a stained carpet, the bottom of the chairs was falling out and the bath panel was cracked, again the description on your site was so far from the reality that it was a false statement.
I have included pictures to show that this is no exaggeration.
I did contemplate leaving but that would have meant spending our 50th anniversary travelling instead of the VIP royal Experience we had looked forward to.
Our next experience was the first meal that was some chicken with roast potatoes and broccoli, all that was left in the tray of chicken was 5 legs that were more bone than meat the roast potatoes had been under the heat lamps so long that I had to warn the wife not to bite into one (That is if you could cut though them) because you could damage you teeth on the outer surface.
Your advertising says for the extra charge you can have a dedicated table this is no different to any other guest and a dedicated waiter, the waiters serve the same amount of tables each, so this was definitely false advertising as was the Royal Room with balcony and sea view, you even supply a picture depicting the balcony and with view.
We booked an experience of Archery and Rifle shooting, when attending the first of these no staff turned up we waited 10 minutes and decided that this was not going to happen I have included a picture of what the archery range looked like you would have been expected to stand in mud if this had taken place, after that we did not bother standing in the cold for the rifle shooting the next day when the week end had already been ruined.
You even place literature in the room offering the same booking for next year with the room description “Royal room with balcony and sea view “
You send emails asking for dining time but these make no difference at all.
We booked a late checkout 12.00 but your welcome email states 10.00 check out.
My company Impact Group organised day trips and short breaks UK and continental as part of our coach hire business and we had to be careful that our descriptions were not misleading, I am surprised that your standards are far below what would be classed as reasonable by Trading Standards.

Jamie W.

Must be going bust! Could not honour 10% discount for mistaken email sent. £9.60 would have been less than the customer services hourly rate paid for keeping my on a chat.

andrew M.

Probably the worst holiday company in the UK
Don’t value their customers no matter how long you’ve stayed with them. All they want is your money and they give you nothing in return other than shoddy accommodation and shoddy customer service
See photos for full details of review posted on trip advisor
Based at Devon cliffs holiday park

julie N.

Don't ever try to get a refund from this place its diabolical , I have been promised a refund since 29/04/2024 for a Burger King order that was over an hour late , was cold on arrival and some items were wrong . Was told in June my refund had been issued on the 5th and they sent me an unofficial looking receipt that I could of easily done on my computer I was told to wait 28 days for payment to go into my bank , it didn't , Haven are a waste of time they don't ring back when they say they will . Will very easily take your money but won't give it back when there is a complaint . Haggerston Castle 29/04/2024

Dave E.

Best company in the holiday park industry. Always has been, always will be.

Alex M.

Brigs of Ayr at craig tara caravan park, worst ever restaurant, ordered sunday dinner charged full price, half the food wasnt on plate but still charged us full price for the food we didn't get, and werent informed when ordering that they didnt have it, when we asked about the missing food we where told theres none left, only being 2 hrs into lunch service during peek season on busiest day of the week i found strange, the food we did did get was hard and under cooked or burnt. We asked to speak to manager named badesh and was told we need to go to him and complain as he didnt want to speak to us. When we did speak to him he was very hostile and aggressive and unsympathetic to us shouting "what you want me to do about it?" No customer service skills very embarrassingly rude to us, if i spoke like that to a customer i would be sacked on the spot. If he spoke like that to me outside he wouldn't be standing. Ruined our full weekend holiday. We came down to look at caravans to buy while staying but quickly changed our minds after this incident.

Mick R.

Absolutely rubbish Bourne leisure. Completely ruined our week's holiday at Cleethorpes sands phoned to complain about it and got nowhere. Never book anything again.

virginia H.

We have owned a caravan with haven holidays for 13 years in joint names, when we came to upgrade I could not prove my identity because everything (bills etc) are also in joint names. So my husband had to buy the caravan in his own name but the money came out of an account with my name on it and was except even though according to them I do not exist. I would not tell my family and friends to buy from this firm although I I complained 3 times via emails to different people I have never had any reply
Virginia hall