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Tweed Log Cabin

Tweed Log Cabin

3.3
out of 5
Ratings from 1 review
0% of guests
recommend
Cleanliness
4.0
Comfort
4.0
Condition
4.0
Location
4.0
Value
3.0
Customer
Service
1.0

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Tweed Log Cabin is a truly stunning luxury log cabin, with three bedrooms and spacious living area it is ideal for families or groups of six people. It also has its own hot tub and is situated amongst a small woodland area of the park with the lake close by. It is furnished to the highest of standards and will please even the most discerning of holiday makers. Only guests over 25.

Nice Lodge - Awful customer service

Review submitted on Tue, 17 Mar 2020
3.3
out of 5
Guest doesn't recommend this property
Cleanliness
4.0
Comfort
4.0
Condition
4.0
Location
4.0
Value
3.0
Customer
Service
1.0
Didn't ruin our holiday but would not deal with Hemera holidays again, Real shame as the lodge was pleasant.

Would you recommend Hemera Holidays?
No

Was the process of bookings easy?
Yes

Did you receive a good service during the booking process?
No



Shanice from Leeds stayed at Tweed Log Cabin for 3 nights in February 2020


Wendy Taylor replied more than 1 year ago
Thanks for your review and I am sorry that you felt our service was not up to scratch. In our defence I feel it is just and fair for me to respond with details of your complaint and how it was handled professionally and calmly. We try extremely hard to ensure guests are happy and take every complaint seriously, and normally we are able to talk quietly and sensibly with a guest to come to a satisfactory conclusion for them, enabling them to enjoy their stay. You were upset that the hot tub didn't have a cover over it and informed us in an extremely aggressive manner that you wanted a full refund and would be leaving straight away. We agreed to the refund, at which point you decided you wanted the refund but wanted the holiday too and you started issuing threats. You were given a partial refund because you were expecting a lid over the hot tub, This was a gesture of good will on our part. I am satisfied that we dealt with your complaint accordingly, were more than generous in the refund you received, considering you were seen using the hot tub without the lid, after saying you couldn't and wouldn't use it!! Wendy x