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★★★☆☆

“great site- Rude Manager(ess)”

Written on: 01/02/2012

We arrived at Herston after a 2 hour drive that we had booked through the Daily Mirror for myself, husband and our 2 year old son. On entering reception i was met by a lovely receptionist who was approachable, informative and friendly. She went through the formalities, I paid the service charge of £45 and questioned whether i had bed linen. As i had not received any emails from the Daily Mail i assumed linen would be provided. (Having looked at the website since- Customer can be fooled by the Yurts having bed throws on the futons that give the impression that they are in fact bed linen...)
She stated that i needed to bring my own and i had concerns that my two year old son would need to keep warm. She didn't seem phased and told me house keeping will bring some to the yurt.
House keeping arrived approx 10 minutes later and were also friendly. They advised me the manageress needed to see me so i promptly went down to reception.
She was on the telephone when i arrived complaining, and the receptionist whispered to me 'oh, she aint happy, you need to pay'.
The manager(ess) after an aggressive conversation hung the phone up and began to talk to me in a condescending and belligerent manner. She immediately told me i had to pay for my bed linen as Herston were not to blame for me not bringing my linen and The Daily Mirror should have informed me. She then decided to go into great detail how she earns nothing by having 'Daily Mirror people here' and she loses money in fact.(Which is strange because haven spoken to fellow 'daily mirror yurt people' they confirmed that the manager(ess) had said that the money is made up on what they lose by the Mirror ????
She forgets to realize the £45 service charge we paid for a bleak month in January where none of their amenities are open (laundrette, childrens indoor play area and shop all shut) or did i once see a member of staff cleaning toilets/showers...makes me wonder what that charge was actually for....
To sum this holiday up...Great location...Great atmosphere...Shame about the manager(ess)...My advice love...book that customer care course....

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