Penrhos Park

The accommodation impresses with its clean, spacious rooms, friendly staff, and picturesque location. Guests enjoy the comfortable beds, delicious breakfast, and modern amenities. Some appreciate the flexible bed options.

Recently visited Penrhos Park with a group of five adults and two children, booking a swimming session for nearly £60 at 3 PM. In the past, we've enjoyed access to other facilities before our swim, especially since it’s stated online that a £10 day membership allows this. When I called ahead, the representative confirmed we could arrive early to use the gym. She also mentioned that we needed to book the swimming which wasn’t an issue - however we are able to have full use of the other facilities. However, upon arrival at 2 PM, we were met with a very blunt response from the lady at the desk who said, "No, sorry, if you want to use the gym, it’s an extra £10 each." The only reason we arrived early was so that my father and brother were able to use the gym while we were able to relax in the restaurant with the children with a coffee until our swim slot. When my mother approached the desk to discuss this, the staff member was rude and dismissive and upset my mother so much she didn’t want to go into the swimming and asked to speak to the manager to which the staff member replied ‘there isn’t one’ because my mother was so upset and asked for a refund she refused to issue a refund. My mother even showed the lady what it stated on the website to which she walked away. To make matters worse, as my mother walked past with my 5-year-old daughter and brother to put her phone in the car, the staff member named Eirwen laughed at her. This kind of treatment is unacceptable in any business. With over 20 years of retail experience, I have never encountered such poor customer service. When I asked for the staff member’s name, she smirked and said, “Eirwen,” even spelling it out for me, and then added, “I look forward to your complaint.” This interaction was recorded on my phone, and I intend to escalate this matter further. We were excited for our family holiday in Aberystwyth and looking forward to going swimming, but our experience was ruined by rude and unprofessional behavior. I would advise others to avoid this place unless you enjoy being treated poorly. So, Eirwen, here is your complaint that you have been looking forward to. Perhaps a career change would be beneficial, as customer service clearly isn’t your strength.

Cannot write a review on an actual stay as the booking apparently never existed....booked a week away for my parents (70+ years of age) on the Sunday for the Monday. Received email confirmation, spoke to the park twice to explain they wouldn't be arriving till the Tuesday, gave our names of the booking and all confirmed. Arrived Tuesday, no booking, they didn't offer help of any kind, said the park was full! This large park and hotel were full! So leaving my 70+ years old parents left stranded at 4pm on an afternoon. They were told it's Hoeseasons problem not theirs. I called to see if there was any other accomodation, please note they also have a hotel. Was told no and it was out fault not theirs, women on the phone was rude and gave no alternative options at all. Simple no we cannot help. Even acknowledged the call we made the day before and said another couple were also arriving on the Tuesday so assumed it was them. Even though we gave them my mother's name. Why would we be allowed to book if there was no room? And why not at least offer an alternative if for less or more days? No help or customer service at all. Never ever ever would I stay here now or recommend it due to their utter disregard to help out with alternative options. Female on the phone was so unhelpful and incredibly rude!