Dream Lodge Holidays 

We bought into contract holidays with them ie timeshare and still owe £1500 on finance and still have 18 days outstanding! We knew this was coming, staff saying no manager to speak to and fobbing us off and then only answer machine so just hoping we can claim back the money we owe the finance company!

I too was an employee until yesterday, literarily told the company was in administration and asked for any company property I had i.e my keys and to go with my redunancy information and case number so I can claim money owed through the government as the company cannot pay us.
I feel so sorry for everyone who has lodges and investments who are owed a lot of money
Also any holidays booked and paid for, which Will not be honoured.
I too believe in karma and the directors of this company will get what they deserve, hopefully very soon
I have just been informed that all ex staff are not allowed on the parks even to pick up personal belongings, complete joke!

The company dealing with the administration is Deloitte, phone number 0113 243 0921. The company directors are thieves,it seems it was just a Ponzi scheme, Lisa and Simon Moir,own a yacht moored off the italian coast and travel around in a private jet, a Range Rover and a Porsche, Cartier watches and fine wines all on STOLEN MONEY. This company had a great product and good staff but the bully boy director wants to disappear into the sunset with everyone's money, I say bully boy he is to his staff and to women but he would never confront a man in the street..gutless. I hope Deloitte do a forensic investigation on the directors, they will find there are duplicate owners for the same lodge, lodges sold and the funds not transferred to the owners and then the lodge sold again! They had a convicted paedophile working at Norfolk park and a deadly out break of e-coli in the hot tubs. The gas has been cut off at the parks where there are elderly residents and money deliberately charged to holidaymakers for damage that did not actually happen all under the direction of the Moir's, they are without doubt the most vile, corrupt and greediest of people I have ever encountered. There is around £10million of lodges that have been paid for and not built! There are also approximately 500 investors who will no doubt now lose their investment. You are dealing with a professional conman so make sure you ask Deloitte to look at EVERYTHING, offshore accounts in Guernsey, bank statements, sales records, at least this man deserves to go to prison.

Sadly this company is now in administration and winding down. I am an ex employee. So heart breaking as in theory it had a good module however greed seems to have been the major factor in the ruination of it. People have lost everything of which includes clients and staff. A shameful way to conduct business. However I urge people to get their paperwork in order. Any correspondence from the company. ie proof of purchase. I fear this will be big news as millions of pounds involved. Then contact the appropriate authorities.
I wish you all luck.
MR BLOY please check out you tube. the dream lodge group, with directors name You will see actual footage of him being interviewed.

If the company has gone into liquidation who are the company looking after this?

I was due to attend bury st Edmunds on Friday and haven’t heard anything since. Please could someone advise

As a follow on to the reviews today and yesterday, we are owners on a dream lodge park and also have a son who until yesterday worked on the park. Simon Moir is a con man who has ripped off 100s of thousands from decent people and left owners like us not knowing whether our lodges are safe and what the administrators will do to us. I truly hope karma comes around and this so called man ends up where he belongs behind bars. He has in the 10 yrs we have of owned a lodge on one of his parks been nothing,but a suited and booted bullyboy thug and con man and all the owners in our group hope he and his partner get dealt with by the law its no more then they both deserve. The heartbreak these two have caused how do they sleep at night. What morals have they handed down to their children, my guess is zero. No doubt they are all in a bolt hole laughing themselves silly at the poor saps they conned. As I said karma will find them.

The Dream Lodge went into administration yesterday and all holidays in the next month will be cancelled.

Their website has now been taken down so who knows what is going to happen know

Do not book with this company. My parent own a lodge there. Big mistake as they wish they never bought it. At the moment the whole park in Westfield has no gas left. It run out yesterday and not being put back on till Tuesday. There are a lot of old people that live on this park as it is totally unfair for them. The dreamlodge group have not paid the gas on the site so only limited amount was given.

Also the company is in trouble financially as the owner Simon Moir has run up millions of pounds in debt and strangely disappeared. I think he should be arrested for fraud. My parents invested a lot of money into this company so not sure if they will get it back. They have shares in another lodge on the park and the company has stopped giving them their monthly interest but still have the nerve to rent it out so they are still earning out of this. You cannot get hold of no one as they ignore phones and emails.

We all know what the owner Simon Moir will do, declare himself bankrupt and start up again in another name.

Absolutely dreadful, do NOT bother trying a nice holiday with these guys. The place was dirty, hot tub was not working and staff weren't helpful. 0 customer service.

My advice, dont book with Dream. We booked via a groupon voucher for a 3 night stay in October. We had a deluxe lodge in Norfolk. Lodge very tired and ill-equipped. (One saucepan for the lodge, little equipment in the kitchen, doors hanging off in bathroom, outside furniture a mess etc), the only good option was the hot tub which was superb. I raised concerns during the stay and also afterwards as in my opinion for what we received, the cost (even with groupon voucher) was very excessive. Basically agree with other comments, pushed from pillar to post with excuses. Had no resolution what so ever. The lastest been told that the company is looking to be purchased and therefore cannot handle any compliments. I am now going to write to the head of the company not expecting anything but not happy about being fobbed off for over 2 months.

This company is an absolute joke, we signed up for a 35 day package over 3 years at the Ideal Home Show last year. We’ve had one holiday at Norfolk Pk, which had its problems and one at Elm Park in May this year which was ok.
We booked two lodges in Elm Park for our Christmas Break.
Only to be informed yesterday that the owners had withdrawn the Lodge and there was no availability. Three days before our trip, thanks! The company said unforeseen circumstances? Sorry if I buy something I expect you to honour that contact, they said we can offer u one in Devon!
I believe this company is on the brink of ruining a lot of people’s Christmas holidays as they can’t deliver anything they say.
Staff, including the manager give you excuse after excuse. Pass you off, don’t return calls, their customer service is the biggest Dream you can imagine. I cannot tell you how much they have ruined our Christmas as it will be the first for me without either of my parents after their passing.
This company offers Dream accommodation, takes your money and then breaks a contact with you. Words cannot explain my rage and anger over this and they just don’t care. Some Dream!

If you're looking for bad customer service, this is the place to go.

We've booked a 3 night stay over the new year with this lot. £250 a night for a "Signature" lodge with hot tub....only they've informed everyone the hot tubs are to be removed from use. Fair enough, sometimes these things can't be helped HOWEVER, after looking at other reviews, this seems to be a regular occurence.

Emails regarding their useless offer of 40% off our next booking have been ignored time and time again.
Why would you assume a customer would REbook, when the basic level of service is non existent?!?!?

But this isn't the first time we've been ignored. I had a query on the original booking confirmation. I went back straight away and months later, they STILL haven't addressed this.

In my mind, we are not receiving what we paid for. Why shouldn't customers in this situation receive a refund for the difference in the cost of a hot tub lodge against a standard lodge?

One thing they are very good at is chasing you for your hard earned cash. Our booking confirmation says the balance was due 22/11. None the less, chasers were sent to me on 17th and 24th October. Then they decided the balance was actually due 4th November. The words ar*e and elbow spring to mind.

If you want an enjoyable, relaxing stay, with the amenities you booked in the first place, then AVOID THIS BUNCH OF COWBOYS like the plague. Its like they THINK they know what they're to be, but haven't quite got there yet.
Try Away Resorts or Forest Lodges. They know how to treat people.

I have every faith that this isn't the end of this shambles and shall update further once we've had our trip. All I can say at this point is this experience has left us with a very bitter taste and I will NEVER use them again.

*update*
Just returned from our getaway. Here is my full and honest review.

Arrival consisted of other customers already complaining they had not been provided with what they'd paid for.

Before I signed anything, I asked to see a copy of the lodge itinerary for all items checked prior to arrival (I've read about customers having issues after departure).
I was assured the lodge has been checked, yet they were unable to find such a document!!

When asked about the prosecco and chocolate hamper promised, when booked with a man called "Charlie" on 21/9, the lady (also Charlie) knew nothing about this. It ALSO says on their website, for NYE this will be provided. It wasn't. They really are a bunch of Charlie's!!

To the lodge itself:
2 bedroom signature lodge with hot tub (That we weren't allowed to use and were NOT refunded the difference in price for a lodge without a hot tub)

Nice lodge in itself. 1 parking space.
You really are right next door to each other though. We realised on night 2 that you can hear your neighbours banging around in their lodge across the path, even with the tv on! (Night 1 we thought it was our kids messing about at bedtime)

Open plan kitchen/diner/lounge.
American fridge freezer.
Wine fridge.
Breakfast bar with 2 stools.
Gas hob/electric oven, small microwave.
Kettle, toaster, Nespresso machine (only 2 pods!)
Dishwasher with 4 tablets.
Plates etc etc. (Missing items noted - uneven number)
No tea towel. No oven glove.

Lounge has a long three seater and two chairs. Lots of cushions. Comfy.
Table with rug. Fake wooden floors throughout.
Fake woodburner type thing.
Xbox (No games! We had our own anyway)
Medium sized tv. (This is the only tv in the lodge. Set up for tv is in the bedrooms, yet nothing there. Bit of a sod if someone wants to play a game and you want to watch a film)
Radio.
Speaker bar.
Washing machine, Hoover, iron and board in cupboard (didn't use)
ABSOLUTELY NO WIFI ANYWHERE ON SITE and hardly any signal (good for an emergency!)

The kids room with bunk beds and third bed was very sweet. Cupboard and bedside table with lamp. Some wooden toys.

Bathroom has large tub, but taps are freestanding behind it. You have to wedge something behind those or the water splashes off the edge onto the floor. No flooding issues on empty (another review read)

Main en suite bedroom.
Chair and privacy screen (noted damage) in corner. Free standing mirror, dressing table, wardrobe with some hangers, bedside tables with a lamp each.

The crappest bed on earth!
I suffer with my back - hence the hot tub requirement and OH MY GOD I ache like you would not believe.
The room is large enough for a king size, but nooooo!
The thing creaked like it was about to fall apart. We asked about this and were told someone would take a look, they didn't!!
Wouldn't think I'd need to bring my own tool kit, but there you go!
The mattress itself was like sleeping on a thin piece of toast. Every spring you can feel, every movement you make, the springs sprung and the bed creaked. The mattress wasn't thick enough to reach the top of the headboard, so your pillows keep disappearing through the gap in the night. Bloody annoying.

If only you could alleviate that discomfort with something like a nice hot tub!

There is nothing to do in Norfolk Park.
No club house, no little shop, no bar, no little archade, no kids park. Rules state no scooters, no roller skates, no ball games etc (but you don't get those rules until you get there, and even then I had to ask for a copy as they want you to sign to say you've read them!)

In conclusion, this lodge was £50 a night MORE expensive than the last "luxury" lodge we stayed in (and rebooked with).
That one was a two bed Rockstar Lodge through Away Resorts and was AMAZING.
TV over the bath.
Bath in the master suite.
TV in master suite.
Two tv's in kids room.
50 inch TV in lounge. Selection of DVDs.
Wi-Fi router IN the lodge and it worked.
Every amenity you could possibly think of plus a bunch of activities you could book.
Entertainment. Hot tubs worked. Hamper was there. Really comfortable huge bed. Heaven.

Dream Lodge Group, you are simply "playing" at luxury lodges and you need to go and look at other places to get a handle on your situation. You're overpriced and pretty useless.

Booked a top of the range lodge at the Newbury site to celebrate Christmas with our family. So many of them thought it was a good idea that we booked another to accommodate them all, both lodges with hot tubs.

Paid all the balances in full and even enquired about extending our stay to arrive on Sunday 23rd December. We then received a call from them on Wednesday 19th to say the owner of the larger lodge had decided to cancel all Christmas and New Year bookings and not honour the confirmed and paid for reservation without giving any reason.

They had no other lodges available at this site and, after suggesting we look at their Devon site (really?) they eventually emailed with details of 2 lodges on their Sussex site, only one of which had a hot tub. This was the infamous lodge 32 (see TripAdvisor reviews). Wrote back pointing out this wasn't acceptable and asking for alternatives only to get an out of office reply stating the person we'd spoken to would be away until 28th December.

Contacted them eventually by phone and asked for a refund but were told they had to be reviewed by the directors and that the accounts department would not be able to even consider a refund until the New Year.

We now have nowhere to go and over £1200 tied up waiting for them to think about a refund next year. Really concerned about the financial stability of this company and dispairing of ever seeing our money again.

We are due to visit Norfolk lodges over new year and were informed only a few weeks ago we wouldn't be able to have a hot tub, this was the only reason we booked the lodge for new year. We have been trying to make contact since as we would a) like to cancel as this is not the holiday package we brought or b) we would like the 40 percent deducting or this holiday not of a future booking . I have to say I have never experienced such terrible customer service . Thanks Norfolk lodges for ruining our £1000 4 night stay over new years eve.

Hello,

I know this is a long story but please take time to read before you lose money.

I was searching for 4 luxury lodges with Hot Tubs for 4 families for 2 nights over New Year. I came across the Luxury Lodge Group and I booked 4 lodges with hot tubs for the 4 families. We had a successful New Year break 1 year ago with a different company and the 5 children and 8 adults wanted to do the same again this year so we were specifically after a luxury house/lodge with the luxury of a hot tub!
So i ended up booking with the Luxury Lodge Group in Oct and have had all conformations through stating the lodges with hot tubs, exactly what we wanted and paid in full for.

On the 7th Dec we received an email from the company saying the hot tubs have been taken out of use as they had problems with their processes.

So i thought that is not a problem i will call them and get my money back and i will find somewhere else to go with the 4 families. On the call they kept saying according our terms and conditions you are only entitled to 25% of your money back!
I my view, my contract with the Dream Lodge Group was for 4 Luxury Lodges with Hot Tubs and as they are not providing this they have not honoured this contract.

It is very hard for the children to understand why there wont be hot tubs this year or how we cant go anywhere else because the company is keeping our money. Also it was extremely difficult to tell my friends that i am not getting them what they have paid for.

So i have written this review in an honest way to highlight this to anyone else who may be thinking of booking a luxury lodge.
What is also quite interesting is how they are now deleting other peoples reviews who have had the same experience as myself.

I think this type of behaviour says a lot about the company. A fair company would surely reply to your feedback or complaint

Just to keep the truth going, the Dream Lodge Company sent everyone affected an email on the 14th Dec staying they would come back to us by the 17th Dec, (you know what's coming) and we did not get any response at all. I tried calling the customer service Tel no. and no one picked up all day. I tried speaking to the Park directly and they handed me back to customer services who didn't answer, I even got put through to accounts by mistake so whilst I was there I asked for my money back and she said I have to speak to.... guess who? Good old customer services....who didn't answer again 🙄🙄.
I do not know how this will end yet but please take my review seriously if you think of using this company. Watch out for the next update!!

So the latest update is as follows, the customer service team still do not answer the phone and if you get through to reception they put you through to the answer phone. I asked reception to get someone to call me back and no one has called me. I called 30+ times today but still no luck!

We did receive an email from them to say:-
"Dear ???,

We have been working closely in order to secure the best outcome for your holiday although we will not be able to have the hot tubs back up and running until the new year. We are also not currently able to process any refunds. We strongly advise that you take your holiday with us or we can offer an alternative date. To discuss further compensation, write to us at (no email address aloud) which we can then review and confirm in the New Year."

So this is interesting, why do the strongly advise us to take a holiday? 🤔 It is not the holiday we purchased!
Also why do they say they are not currently able to process refunds? If you have a holiday booked for Christmas why can't they give you the money back?
And lastly we can't get hold of them to change the date as they don't answer the phone!!
I emailed the customer service team tonight and was surprised to get an automated response saying we will respond in 21 days... Seriously 🤔🤔🤔

Please please please read this and use your judgement before handing over your hard earned cash.

So we decided to bite the bullet and go without the use of hot tubs!!! Less than 18hrs before we set off to Norfolk park and we received a call to say don't bother coming as there is no gas in the 4 lodges you have booked 😂😂😂😂 it is simply amazing!! So I asked for a refund so I could book something else for the 4 families that had booked holiday etc to make these dates and the poor lady at the park who was on her own was unable to do this and said I have to speak to customer services who would not be open until Monday!!!

So we have now booked with a different company and will go through the credit card company or small claims court to get our money back.

Please do not use this company....

Booked for a New Years get away to chill out in a hot tub with some friends. Unfortunately the company cannot run a park to health and safety standards. The hot tubs have been removed for and I quote ‘high levels’ in the water.

When questioned further the company failed to provide me with any explanation as to what levels were high in the water. CLEARLY ITS SOMETHING THAT IS DISGUSTING!!!

I approached the company to get a refund as I’m not attending a park that doesn’t have a hot tub (only reason we booked with them). I was informed I will get 40% off.... my next stay! What an insult! I’m not going this time let alone a next time!

When I asked for this to be escalated I was told on 4 occasions the managers were unavailable and they will call me when they are free. To this day I have never received a call!

I keep contacting them to discuss the refund and they are passing me from pillar to post and not answering my questions.

The customer care team are as useful as a chocolate tea pot! Never in my life have I been treated with such a lack of respect.

Once again a company is trying to screw over their supposed clients.

This company are by far the worst company I have ever called. They have no respect for their customers and are unwilling to asssist me in this issue.

DO NOT USE THEM!

Very disappointed with the customer service we have received, we have booked a lodge WITH a hot tub and have now been told for health and safety reasons the company have had to remove the hot tubs without telling us a valid reason.
I have sent 5 emails and tried calling everyday for over a week now to get a refund, and all I get offered is 40% off my next stay. This is not acceptable, why would I want to pay full price for something when I am not receiving the facilities I originally thought I was getting. My boyfriend has also tried to file a complaint but the customer service team are refusing to taking his complaint further.
Do not stay here they are con artists!!! I will be reporting to trading standards and keep posting over my social media unill I get a refund!!

Booked a lodge with a hot tub at their Norfolk park, made it clear the hot tub was our only reason for booking and paying £800 for a 4 night stay in a mobile home in January. They emailed to say there will be no hot tub but I can have 40% off a future booking! Absolute joke, then they ignore your emails and just don’t pick up the phone in the customer care department! Holiday is not what I paid for and I won’t be going, I will get a refund even if I have to go to the trading standards, the media or small claims court.
Edited to add I have been contacting them every day for 2 weeks and have literally been fobbed off, the person dealing with it has been ‘busy’ every day, so when they request info on here it is all a show. So I have edited again to add that the company has had enough of me and finally admitted that they are unable to give me a refund as they are going through the options process (a step before going into administration) and their accounts are under the control of an external company, I have this on an email from them before they report this for being untrue! I have been told I will not get a refund and I'm guessing neither will any of the other people, I have been in contact with my bank and the citizens advice bureau, look me up on facebook if you are interested in pursuing this as a group, it will probably end in small claims court but there is power in numbers!

During the booking process, the gentleman I spoke to knew that I was looking for a hot tub getaway with my boyfriend. I was originally looking to stay at the Cornwall site, but had my heart set upon the hot tub facility, which was unavailable there at the time. As this was the (quote) "deal breaker", we agreed to book at the Devon site called Blossom Hill Park.
It was the first getaway I had ever planned by myself and I didn’t properly research the area. I naturally assumed that there would at least be a few local things to enjoy, but this did not appear to be the case once we had arrived.
I don’t know why the park is situated in Dunkeswell. It says it’s a “Nature lover’s paradise”, but it appears to be located right in the middle of a housing estate. There were very few local places to get food, which was a big disappointment and the Indian restaurant that I was told about on a phone call with park office & found advertised in the welcome pack, was closed for refurbishment.
As we had arrived at the park quite late after a 6 hour long drive down, we decided to see if we could order food for delivery, but the only restaurant we could find on popular websites such as Just Eat said that they didn’t deliver to Dunkeswell. So, we went and bought some food from the local shop to cook, but this also turned out to be a disaster.
Unless you want to spend an entirely overpriced holiday looking at the nearby houses, this park has absolutely nothing to offer and is very far from what I would regard as any kind of “paradise”.
After we had purchased some ingredients to cook, we went to the lodge kitchen to find that most of the utensils, pots and pans had not been cleaned properly and we hadn’t been provided with any washing up liquid for us to be able to do this ourselves. We had to resort to using the complimentary shower supplies to have somewhat “clean” tools to cook with. I’m sure you can understand that knowing the risk of possible bacterial contamination from this, eating didn’t feel at all hygienic, which given the cost of 3 days to stay here was absolutely appalling. Even the glasses we wanted to use for the wine we had purchased weren’t properly cleaned, which left us wondering what on earth I had paid for? A basic requirement for any accommodation should be that everything is properly cleaned, not rushed, and if it has to be rushed to make sure that a sufficient number of staff have been employed to ensure this has been done correctly!
Despite this initial blip to the start of our stay, I wanted to make sure we could enjoy the rest of it fully. So, we went to have an evening dip in the hot tub. However, it would be far more realistic to state that we tried to have an evening dip in the hot tub as the water remained cold regardless of the fact we had turned it up to the maximum temperature. I was getting quite irritated at this point as the trip had cost me the majority of my savings and we couldn’t even enjoy a romantic evening as planned because my “deal breaker” like everything else thus far had been below what I would even call acceptable.
The next morning, we went to the park office to enquire about why the hot tub was not increasing in temperature. The lady we spoke to came to the lodge to have a look at it and said she would get maintenance to check it out, then give me a call once it had been fixed. By 4pm I had still not received an update so I called her myself. She hadn’t even checked with maintenance about the status of the hot tub. When she did call me back, she said it wasn’t working. I proceeded to explain that the hot tub was the entire reason I had booked the holiday, but she got immediately defensive and said “We can’t help it when the hot tubs break.” I’m sorry?! On what planet is this an appropriate response? I work in customer service myself and if it was a reverse situation I would have immediately jumped to apologise and see what I could do fix it. This was not the response received. In fact, it wasn’t until I called the main office and was put through to a manager/team lead in customer relations that she agreed that I should have been offered not only to be moved straight away, but also upgraded to a better lodge at no extra cost because with it only being a 3 night stay, I had lost a third of the time spent, therefore a third of the money spent as a result of this situation.
Eventually the main office said that they had spoken to the lady in the park office and that they were going to prepare another lodge for us to be moved to. This, however, was not without argument because by the time we had got to this, I had already been told that it was too late for another lodge to be prepared and for us to be moved as it was almost 6pm.
Again, I find this to be a completely unacceptable response because we had made the park staff aware of the problem that morning. Therefore, they had plenty of time to be able to come up with an appropriate solution.
By the time the move had been agreed, they had only agreed to move us to a lodge the same as the one we were in and not the upgrade that I had already been told would be the right response to my dissatisfaction. The reason for this is that there were no clean signature lodges available. I would like to highlight at this point that the park was dead with very few guests. I don’t understand how this is possible unless the park’s cleanliness level is a complete abomination. Does the Blossom Hill park just allow rubbish and dirt in the lodges to fester until they receive a new booking? That's vile, especially after having to eat from pots and pans that we had to clean ourselves with mere body wash/shampoo.
However, by the point a move had been agreed, the senior staff member of that customer relations department who mentioned the upgrade was no longer there. I was connected to a different member of staff. I cannot even begin to express how outrageous I found her response to be.
She was very defensive to the point that I consider to be rude. It was repeated on the call by her that evening over and over again “We are doing everything we can to accommodate you” and a series of seemingly insincere apologies as a result of the irritation and attitude on her side. She also kept repeating that the call was being recorded. I did not ask for this information and see no reason why she felt the need to repeat this. It sounded like she was trying to imply that she had somehow covered her own back and would be able to prove it - as if to show that I was being unreasonable. She also kept saying that the way I was feeling was just my "opinion". This is really inconsiderate given that at that moment in time I was relying on that department to try and help me. It made me feel insulted. I definitely was not made to feel that she or the park staff member were doing everything they could to accommodate me.
I work in a call centre and I always strongly believe in respecting people in the same role because I recognise it can be tough, especially when you’re handling complaints.
I do not know if complaints are received a lot and if they are whether the repetition had caused this advisor to become emotionally jaded, but I feel like there’s a lot more she could have suggested to help me. I know it’s in employee instinct to protect the organisation you work for, but there was a serious lack of empathy for my situation and how I was feeling. I will admit I got annoyed and threatened to write negative reviews online. Instead of getting the intended reaction, which was for her to try and do more to help me, I was met with what sounded like a challenge where she told me to do it and said that she would comment on it – something that I absolutely did not appreciate!
Now, I’ve been on a number of review websites for Dream Lodge and can see many online comments being created by someone of the same name. I don’t know if this is the same person I was speaking to on the phone, but I find it to be a complete and utter joke that in one of the comments I read it was stated “we pride ourselves in excellent customer service.” Is that so? If it is then I don’t see any reason why I should have been made to feel the way I did by the Dream Lodge customer service team. I was in tears when I put down the phone to that call and I couldn’t even open the door to the park staff member because I was a mess – my partner had to do it. The fact that I had spent all of my savings on this trip and I didn’t even begin to get the experience I was led to believe I would have was horrible.
In the end, I concluded that I couldn’t stay. The park staff and customer service advisor had left me feeling like such a pain to them for having to deal with me and my complaint that I felt sick staying there. It made me feel unwelcome. My partner ended up being irritated and disappointed with me for spending my money on this trip and I was only offered a £15.00 reimbursement for the night without the hot tub. The difference between this lodge and the lower grade lodge was more than £15.00, but because we had a washing machine and other amenities, this was all they could offer. We didn’t even use these. Despite the company working this out from a theoretical monetary point of view, from an experience point of view, what I got was absolutely not what I paid for and I was left regretting booking a holiday with Dream Lodge entirely. This is a real shame. There was no real empathy from The Dream Lodge Group whatsoever.
Now, I sent a formal complaint email to them on 17/10/2018, but still am yet to receive a response nearly 2 months later. - Not only this, but I can't find a copy of their T&Cs anywhere.

All I have left to say is that if you're thinking of booking a trip with Dream Lodge, don't bother! Find a different company that will truly deliver when they claim to care about customer experience.