An unfortunate booking experience
Earlier this month my friends purchased a new motorhome and to try it out, they booked the weekend of 24th to 26th November 2023 at the Burrs Country Park site.
I decided I would join them in my caravan but when I tried to book, there were pitches [only] available on Thursday 23rd and Saturday 25th November but nothing on Friday 24th November 2023. It indicated the site was full that night.
I kept checking back in case pitches became available on Friday 24th November 2023.
However no pitches did become available and indeed when I checked for a final time, the booking system showed the site as completely full with no pitches of any type available.
As I live within walking distance of the site, I therefore arranged to meet my friends at the site on the evening of Saturday 25th November 2023.
Imagine how I felt when I arrived at the site on the Saturday evening to find pitches clearly free, not being used and hence available. Indeed my friends told me they thought there had been pitches free on the Friday evening as well.
I immediately checked the booking app and – lo and behold – it showed the site as full.
Therefore I am suggesting that the booking process is clearly not fit for purpose as it is clearly providing inaccurate and false information regarding pitch availability.
I cannot believe that a number of people simply failed to turn up on the Friday and Saturday evenings and forfeited their deposits – there must have been cancellations which I can only assume were not updated on the booking system.
I would like to know if any other members have had a similar experience to me and if they have any suggestions as to how the system could be improved
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Comments
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What did the wardens tell you when you asked?
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Why not report it as such via email?
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There was a similar post on one of the Facebook groups the other other day, different site but the same situation with site showing full. Out of curiosity I checked the website on my PC and low and behold it was showing availability for the times the poster wanted a pitch. Is there a glitch with the app or is insufficient information being put in? Previous advice would be to ring the site in question but it seems not so easy to do that now as staff are often out of the office. Unfortunately I have no answers for you and you would really need to take it up with the Club direct via the Contact Us button at the bottom of this page.
David
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I experienced the same with the booking calender , when browsing a few sites last week. Burrs and Poolsbrooke were two of them.
Initially the calender would come up with every night and pitch type full for the whole of the month. To get around this i would forward the calender to the following month, which would then populate the calender for that month (December), i would then click to go back to November and behold the calender is populated with available pitches for the month i wanted in the first place.
Its not the first time ive experienced this, i can remember the same thing happening back in June/July time, when trying to book a site in Cornwall for the following day.
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It’s always worth ringing the site direct (and hoping someone picks up) if the booking system shows as full. It’s no secret just how inconsistent the booking system is at the moment, and has been for a while. The Club isn’t at its finest with technology and sometimes the old fashioned but simple methods give a better result. Even better if you are on the site looking to extend, or live close by, then direct contact with the Staff is best.
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This is not an isolated booking problem. The system/s used are obviously at fault.
On Tuesday night I made a booking for the Tewksbury site next year. The confirmation I expected did not come through, so I waited. It appeared a while later, sent to an old e-mail address I had removed from my details 12 months ago and included my previous home address that I had updated 15 months ago.
I went online and sure enough my details are recorded correctly. I have been receiving general e-mails and communications correctly, so what is happening with the booking system.
Colin
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I can't make comment on the booking system as I'm not at work now and have no need or desire to use it but mention is made above of empty pitches onsite but showing full on the booking pages. Just because a pitch stands empty it doesn't necessarily mean it's for sale. There are quite a few reasons for this, demand, staffing levels, maintenance etc. The staff on site are there to answer any queries you have including why there were all those empty pitches you couldn't book and if the booking system was at fault.
JK
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I have been browsing a few sites recently for a short break and have not noticed any sites showing fully block booked. Some weekends showing full but that is all. I made one booking without any problem. It does make one wonder if the problems are in fact down to the booking system or the devices used, perhaps site specific or finger trouble?
peedee
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Quite a few sites, in our winter trip experiences, reduce the number of pitches available, the staffing levels and their focus on maintenance which often includes outsourced contractors. What can appear to some of us may well not actually be the case. Having said that the ‘new’ booking system does seem to be a bit clunky.
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It appears to be device specific. Using my Android phone, both the app or via the chrome browser, all is normal on the site booking pages with prices showing for those sites open. Also prices appear for those sites that reopen in March / April
However, when using my Chromebook all those sites which reopen in March / April show 'full' all the way through to November next year.
Also have found the same problem with the Crystal Palace site which is presently open but showing full on my chromebook but availble on my phone.
My Chromebook is about a year old and the software is fully up to date. I have tried with the anti virus turned off but makes no difference.
It will probably remain a mystery.
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Thanks, yes I've tried that, makes no difference.
Actually I just realised that all sites are showing full after the 1st of Feb, on my chromebook
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Agree with you JK and having looked at the pitches shown on the photo there are no pitch markers on them hence they probably not on the booking system and as said could be staffing issues. A chat with site staff would have helped to find why they were empty.
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Just change the pitch type in the drop down box Fozzie, there's availability from now until Christmas.
JK
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Yes Thanks JK I was aware of that,just surprises me,the booking page selects or defaults to the ferry pitches,when the most popular selection would be Hardstanding with awning. It is not until you see the message "You can only book 1 night" that you are on the ferry pitch selection.
Incidentally,last time I looked, the site's availability was difficult for a four night booking.
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There's space from the 17th to 29th at present with the odd night before that. It does seem strange the default to ferry pitches though.
JK
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