Piperdam Leisure Resort, Reval Suite

Stayed here 4 times spread over a few years, was really excited for our stay this time considering the great experience we have had previously. We even stayed in a lodge we had had previously but this time we have been left disappointed. Attention to details where not there this time, previously had complimentary tea and coffee not this time, dish washer wasn't sat in cupboard correctly so door didn't close. Kick broad around edge of kitchen had a random piece of skirting where one was missing ( not even same colour ). Dryer didn't work on the washing machine. Paintwork in bedroom had multiple marks all up the walls, untidy paint work around edge of sinks in bathrooms. Floorboard lifting in one of the bathrooms. Whole lodge just felt unloved this time round. Went down to restaurant on first night a food was not as good as had previously either.

We were booked this as a gift for our birthdays. We chose the lodge specifically to get a hot tub. When we arrived the hot tub was open as though it were being maintained. The day after, workmen came to our back porch area, removed the fence, and took the hot tub away. Later that day they delivered several boxes of new hot tubs to cabins around the resort. We talked to reception on the second day and were told we wouldn't get us of our hot tub and that we should complain to customer services. Not having the hot tub was really frustrating, but not as much as talking to the customer services representative via email. Replying to our first description of the complaint, they offered a refund of about 20% or another equivalent stay. We feel that 20% doesn't cover the fact that we could have spent our valuable holiday time anywhere else - that time is gone. The equivalent stay is worthless to us as the customer support wasn't worth dealing with again. In this email the agent claimed that only our hot tub was being replaced, I believe that was untrue and told them that many were being replaced. In their replies they never address the fact that they've tried to mislead us. They then claimed that the guests who didn't have use of their hot tubs for at least 4 days were absolutely chuffed to have new ones - and that they had no other complaints. This cannot be true - would you be happy to book a week's stay at a hot tub lodge with the majority of that time without a hot tub? I believe that this was planned maintenance of many hot tubs across the lodges. Piperdam didn't get these delivered on a whim. When we booked they knew we wouldn't have a hot tub available and didn't try to let us know. They double dipped by getting us to give them money during their quiet period of the year and being able to perform maintenance while they were there. The agent was insulted at this idea, but again just changed the subject and never really addressed any part of our prior email. They offered the same refund again and we had to take it. They said we could pursue legal action which is laughable. It is infuriating to speak to this agent, but I'm sure they're a star employee as they're able to support the business model of enticing customers with the hot tubs and offering paltry refunds in exchange for them not working.