Cancelled Resevation
Recieved an email 11 Feb 2020 saying sorry to hear you have cancelled your reservation. This caused some confusion as we had not cancelled, it's hard enought to get onto the York Rowntree site that you would not cancel unless it was a last resort. I contacted the CMC and they said the site had cancelled it and the site would not reopen until the 19 Feb due to flooding.
If the email had stated this in the first place I would not have had a problem, they said it was a standard email that gets sent out. I think they need to look at their system so the correct information is sent out and people are contacted with the correct information.
Comments
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I agree, just to send out a standard you have cancelled one is very poor. They should be able to tailor a specific response.
However, given the weather conditions at the weekend, I think I would have been ringing to check in any event, given the propensity for YR to flood.
Hopefully Dennis won't make things worse.
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YRP is well known to flood, even in Summer months occasionally. It does pay to check what is going on if rain is forecast, can take a couple of days for it to hit York, but when it does. We had our four days cancelled last year in March........not by Club, but by Environment Agency who were doing some work. Agree needs to be worded better, otherwise you tend to think, what is going on? But for future bookings, keep an eye on Dales/Yorkshire weather, ‘cos all the water ends up going through York😁
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Thanks for replies, I will take your advice next time I manage to book a stay at Rowntree. The official website is still saying it is closed until 14 Feb, our stay was booked for the 16 to 19. From contacting their head office it is closed until the 19th.
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Another storm forecast this coming weekend, it could well be after 19th depending on how much water comes down from off Dales and Moors. I would phone this site direct as well rather than relying just on bookings website. This time of year you might have better luck getting a pitch at shorter notice😁
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Unfortunately due to flooding we had to cancel over 200 bookings at York Rowntree Park Club Site. We are really sorry that this has caused disappointment but due to the terrible weather conditions and storm, there was nothing the Club could do to prevent this.
Our Sites team at head office contacted everyone by phone, as we wanted to speak to members directly to advise them of the circumstances. If there was no answer then they left a voicemail, after which the bookings were cancelled/amended and automated confirmation emails sent.
Further updates will be provided on the website once river levels begin to fall.
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But it seems they sent the wrong email, Ro!
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It could be the only one , as a cancelations from the any site would not be normal ,but then as Ro stated other methods would have been tried first, some years ago we were away and were contacted by phone to advise that Tewksbury was having to close because of flooding, so we stayed put ,then went elsewhere a couple of days later, ,but according to the news the Ouse at York was in flood as most areas at very short notice
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An Email cancellation won't necessarily reach everyone if they are already on tour without internet access.
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Hi everyone, it is an automated email which is sent out after a member of staff from our sites team has called the member to explain the circumstances. We always try to speak to each member - in this case there were over 200 calls to make so our sites team worked really hard to try to personally make contact to everyone affected. Unfortunately not everyone answered their phones but the site's team left voicemails explaining the situation. Where possible they amended the bookings and please be assured they do their utmost to assist members whose bookings are affected by this. We are very sorry that members are disappointed about the flooding and we will be happy to assist in finding alternative Club Sites and amending any bookings.
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That's a good point - it's most definitely worth considering the telephone number you have registered with the Club to the one that you are most easily contactable on in your profile information. This is easily editable in your profile. That way, the Club can contact you if you are out on the road.
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"…it is an automated email which is sent out after a member of staff from our sites team has called the member to explain…"
But, Ro, according to the OP, the email he/she received said that he/she had instigated the cancellation, not that the club had cancelled. The wording was totally inappropriate and that’s what prompted the opening of this thread.
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Did your land line not transfer to your mobile?, is that not a normal way it works these days, for those with land line contract , otherwise it would save time and blocking calls to others by sending an email to your address that would i thought be received by your mobile,thats how our mobiles work
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Just changed my preferred contact to mobile. The home number must be the default as I don't remember ever picking it. Personally I would have thought if they didn't get a response on the house phone they would have dialled the supplied mobile. It would seem the sensible thing to do as folk could be on tour.🤔 Although it could all be negated by sending a sensibly phrased email, rather than just a cancellation.
Forwarding house calls to mobile costs JVB, at least it does on our contract as mobile calls are not part of the inclusive package. When at home we use our mobiles to call mobiles.
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I think I remember correctly that when you get your confirmation email it shows your contact number - if that is your home number I think common sense would suggest you change it to a mobile?
In the present case it appears the staff did their best to contact 200 members - hard enough I'd have thought without considering doubling that!
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If I'm going to York and the weather is iffy, I always monitor this webcam which gives a good indication if the site is going to flood. You can see at the moment, the river level is well up and the site will be flooded at this hight.
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But is that how most, who are not around to answer their land line would be sure to be kept in touch, and as i posted when as there could be as this last few days several hundred people to contact asap an email which in our case comes to our mobile as well as our computers would be just as fast and free up the phones at EGH and sites to call others who have had the sense to make their mobile the first contact , ,instead maybe two add calls just to contact one member
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Not really M. We are at home until we actually go away. As the number is up on there screens anyway it would take perhaps an extra 30 seconds to call if no answer on the land line. So 100 minutes if done by one operative and that's if they had to do every one, which is unlikely. I think what I expect comes under the heading of a reasonable level of customer service.
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But you surely have your mobile at home, Steve - I'd have thought it eminently sensible to have that as your default so you could be contacted by voice , email or even text?
30 seconds to call + how long to wait to see if there's a reply and then if there isn't, what next? Totally inefficient I'd have thought. Still you've solved the dilemma now by having your mobile as preferred contact.
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