'Warning' email
I had a booking at Bearstead CC site for Saturday 25 June as we like to stay there for our final night (after crossing from France) prior to an early start on Sunday to get round the M25 prior to our journey up to the North of England. On Wednesday 23 I
had a phone call from the warden at Bearstead informing me that, due to flooding, they could not take me and that we had been transferred to Black Horse Farm. I said that I would think about whether or not I wanted to accept the alteration and let them know
ASAP. I was asked to contact BHF if I wished to cancel. My wife and I discussed the situation and decided to change our travelling plans so I rang BHF within 24 hours of the call, explained the situation and told them that we did not wish to accept the alteration.
At all times our conversations were cordial and polite and the wardens at both sites were obviously doing their best in very difficult circumstances. I was told that they would have nor problems filling the pitch
I have now had an email from the club telling me that I have cancelled two bookings with the usual warnings about any future cancellations. I didn't cancel Bearstead and declined the offer of the alternative so technically I haven't cancelled anything.
I know these emails are generated automatically, but surely the club could give the wardens some discretion as to whether they are appropriate. I am now going to contact the club to get markers removed - a waste of their time and mine. Incidentally, the
email quotes the same night for both cancellations, which in itself is clearly impossible.
Comments
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As you say this is just a 'Computer says..........' email and I imagine it's triggered automatically, not by anything the warden does. If you don't turn up off it goes! Personally I think it's unprofessional and the Caravan Club software which generates
these sorts of emails should be capable of choices - an email which tells the truth and says 'Sorry we had to amend your booking and we understand why you did not feel you could accept the alternative.........' would be so much more friendly.0 -
It's very upsetting and sad that the club allows this kind of thing to go on , surely there's a way to stop this , yes we know it's all down to programming of a computer but it's humans who do the programming it should be humans who put it right A S A
P this kind of unessasery. Error doesn't come over very Professional,and sadly it has happened before0 -
Couldn't agree more I have to cancel at short notice on two separate occasions, once when I fell ill and was unable to leave home and on second occasion suffered a complete (fatal) engine failure. Both occasions wardens were sympathetic but got warnings
on ech occasion. Didn't help my situation at all and only raised my BP! Wardens should have discretion to waive this automatic response from the CC system0 -
Ron
as you say they are automatically generated and I expect completely outside of the control of the wardens to do anything about it. When you write might I suggest you ask the Club how they intend to overcome this situation where, as a member, you are being
blamed for something completely outside of your control. It would be interesting to know how they respond.David
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It is one of the problems that arrived with the online booking system that if? And when ,the updated system is introduced,might be sorted
Which updated system might that be.....?.....and when...?
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Unfortunately this has been going on for years and it really is about time the CC addressed the problem. About 3 years ago we were booked into Chatsworth when there was heavy snowfall, and Chatsworth phoned us and told us they would have to cancel our booking.
We actually booked somewhere else but still received the email. We complained, received an appology and had the black mark removed. However, it is all extra work for someone and totally unnecessary. Surely it would be possible to amend the software so the
wardens could check a box saying, warning email not applicable, when they cancel the booking.0 -
When ! Just how long is a piece of string
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It is bad customer service indeed not quite on the same level as my grouch with npower who have reached new lows with me. Now I know why I have soldiered.on with them for so long. They make it really difficult to leave! But not this time I am off!
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Update.
I contacted the club today and received an apology. Apparently there is a means by which the wardens can override the sending of these emails but for some reason this had not been done. I suggested that a general reminder be sent to avoid this happening
again.Perhaps the generation of these emails should be a positive action rather than an automatic event that has to be cancelled.
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Glad to hear there is a solution. In (hopefully) unlikely event of having to cancel again at last minute I can remind the Warden that they can intervene and avoid a "black mark" being awarded. Anyone any idea how long ones "card" is marked for? 5
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Update.
I contacted the club today and received an apology. Apparently there is a means by which the wardens can override the sending of these emails but for some reason this had not been done. I suggested that a general reminder be sent to avoid this happening
again.Perhaps the generation of these emails should be a positive action rather than an automatic event that has to be cancelled.
Ron
Thanks for getting back to us with your reply from the Club. Perhaps a useful reminder if someone finds themselves in the same position to remind the wardens to over ride the system.
David
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Update.
I contacted the club today and received an apology. Apparently there is a means by which the wardens can override the sending of these emails but for some reason this had not been done. I suggested that a general reminder be sent to avoid this happening again.
Perhaps the generation of these emails should be a positive action rather than an automatic event that has to be cancelled.
Write your comments here...Sounds like another example of the warden's discretion problems.
K
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I fell foul of the warning email when we were unable to cancell Tewksbury due to the website being down for about a week. I suppose I could have used the phone, but didn't think of it at the time as I do all our bookings/cancelations online, Didn't bother
gettingin touch, just accepted it, used to bad service and customer relations from CC....
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What is the result of the dreaded black mark ???
Has anyone had their credit rating altered or not been able to make their next booking.
Another case of CC Bashing by the usual suspects, with the number of alternative sites available why oh why do you remain members if everything is so bad with the club. I personally do not have a problem with a automated email that has no clout and at worse
as far as I understand you can be barred from online booking for 2 weeks after a number of cancellations within a short time. Maybe the Wardens should have over written the email but as you said their site was flooded and I am sure they had far more on their
hands.As ever in a democracy this is my own personal opinion
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If these emails are meaningless then I wonder why they bother with them in the first place? I simply did not want the two cancellation markers against my name just in case there is another occasion that I am forced to cancel. I have been advised in the past
to discuss these immediately after they have been issued as it is more difficult to get them changed retrospectively. I'm not sure what my credit rating has to do with anything, I don't know if anyone has been prevented from making further bookings and I have
no idea if this warning system has had any impact on late cancellations. If it hasn't, then I repeat my earlier question - why bother with it at all?I take exception to the accusation of 'CC bashing' as I have simply tried to give a reasoned, factual account of what happened and willingly express my satisfaction with all my dealings with the club. The wardens and office staff have always been unfailingly
polite and helpful but this was obviously a systemic glitch that could easily be fixed.0 -
I think it was reasonable of the OP to take it up with the Club as clearly he should not have been sent to e-mails. It is possible that the original site had other major problems on their mind which meant that the correct proceedure was not followed and
the second site may well have not understood the situation fully. Sometimes these things happen but its not the end of the world.The problem with concentrating on what are, hopefully, isolated instances, it tends to take the eye off the ball and that is encouraging members to cancel as soon as they can to allow someone else the opportunity to book. From what has been said on this
forum it seems that the Club's cancellation policy has quite wide support, putting aside those that might like an even longer period. I don't think the Club's aim is to punish people but just to remind members of their own responsibility. The Club have always
said that they will always take into account any special problems people have experienced that has forced them to cancel before taking things to the next level. People have had their booking rights removed but the last time a number was mentioned it was quite
small.David
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I fell foul of the warning email when we were unable to cancell Tewksbury due to the website being down for about a week. I suppose I could have used the phone, but didn't think of it at the time as I do all our bookings/cancelations online, Didn't bother
gettingin touch, just accepted it, used to bad service and customer relations from CC....Sorry but if the web site is down you should phone. Not phoning means that the club were unable to resell the pitch and therefore possibly lost money. If people criticise the club for the poor service then they must do as they would like to be done to.
We have only ever had to cancel once in 28 years but we did ring to say so even though this was before the black mark system came into place.
If wardens are not cancelling the black mark e mails it does show a failure in the training and needs to be addressed. Even dealing with the resultant complaints costs money.
If you get three of these as I understand it you do get further bookings cancelled while the club investigates and decides if to impose a ban so you do need to avoid it.
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""If people criticise the club for the poor service then they must do as they would like to be done to.""
Touche!!!! Wildwood, I MAY have let the club down once in my membership of five years, not as long as you I hasten to add, obviously I have a lot more learning to do to be on a par with you. For the record I gave the club 68hrs notice, just four short
of the required amount, I am not moaning about my punishment nor am I seeking support in knocking the club, quite the contrary, don't make a habit of knocking the club. I did say I should have used the phone, Mea Culpa. I have had bad service from the club
on more than one occasion in my membership, but thats another story and two wrongs don't make a right do they....0
