Atlantic Reach Arvostelua 

Disappointing experience and even more disappointing complaint handling

We recently stayed at Atlantic Reach and unfortunately our experience fell well below what we expected.

During our stay we experienced excessive noise from other guests, saw open fires despite these being prohibited on site, experienced the smell of cannabis around our accommodation, witnessed dangerous use of e-scooters around guests and children, and were disappointed with the cleanliness of the toilet and shower facilities.

We raised these concerns with Atlantic Reach after our stay on 6 August. Despite emailing our complaint and then repeatedly attempting to contact the site by telephone from 10 August onwards, we received no meaningful response for some time. We were repeatedly told that a message would be passed to a manager, but nobody contacted us.

Eventually, David Morgan responded and acknowledged some of the issues. Interestingly, Atlantic Reach confirmed that camping stewards had been made aware of a noisy group on our field and had spoken to them more than once. However, other concerns were largely met with statements about the site rules or the fact that no other reports had been received, rather than details of any investigation or action taken.

For example, open fires are apparently strictly prohibited, yet we were given no explanation of whether what we reported had been investigated. Similarly, the fact that Atlantic Reach had received no other reports regarding cannabis does not mean that what our family personally experienced did not happen.

The cleanliness issue was acknowledged, with an apology that the usual standard had fallen short, which we appreciated. However, overall, we felt that our complaint was being dismissed rather than properly investigated.

We did not make the complaint to cause trouble or simply to seek compensation. We paid for a family holiday and expected a reasonable standard of cleanliness, safety and consideration for other guests.

What disappointed us most was the lack of communication after we had returned home. We understand that the site is extremely busy during the summer holidays, but once a customer has paid for and completed their stay, they should still be able to raise genuine concerns and receive a timely and meaningful response.

We have given Atlantic Reach the opportunity to address our concerns, but unfortunately the way the complaint was handled has left us feeling that our experience was not taken seriously.

Based on our experience, we would think carefully before booking again.

We have just returned from a 3 night stay at Atlantic Reach. A positive is the service we got when checking in, due to the flight arrival we were there really early even though it stated 5pm check in. The staff were brilliant and we were checked in to the house by 10.30 am.

The house itself was quite drab, there were cobwebs all over the front door and full length windows. I ended up sweeping all the dead leaves both front and back because we were stepping in a pile of leaves and trailing them inside. It could have done with a good jet-wash including the balconies.
The kitchen was clean enough but the rest of the property needed a good clean and airing out as the musty smell was prominent when you walked in.

The beds were really uncomfortable with springs sticking up and pieces of the side of kitchen cupboards were missing, general maintenance is definitely something they need to look at.

The site has plenty to do in terms of pools/parks/mini golf and a slip and slide. Although the outdoor pool has quite a few broken tiles so be-careful when swimming here.

For the money we paid we would have expected better in terms of cleanliness and general maintenance.

We had a pitch booked for a family holiday for a motocross event nearby, my son has unfortunatley broken his arm the week before our trip and therefore he can no longer attend the event. The Motocross team have been extremely understanding and have moved the date until next year. As we already had the pitch booked we decided we would try and make the most of it and still enjoy the holiday, despite the fact my son wont be able to use any of the facilities. We have managed to hire a 2 birth motorhome for my son to sleep in and myself and my husband will sleep in a tent, however atlantic reach will not allow this and say we have to book another pitch and they cannot give us pitches near each other. So now we either have to lose our money and our holiday altogether or pay out for another pitch that could be at the other side of the park

⭐ 1 Star – Absolutely unacceptable – would not return

I honestly don’t know where to start with this place. We booked expecting a family-friendly campsite where we could relax and enjoy our holiday, but unfortunately our experience was extremely disappointing from start to finish.

The noise was ridiculous. There was excessive noise continuing well beyond the advertised quiet times, making it very difficult for families to get a decent night’s sleep. Rules are only useful if they’re actually enforced.

The behaviour around the site was another major concern. We witnessed children riding electric bikes and scooters recklessly, as well as adults riding electric scooters dangerously around other guests and children. It felt like there was very little supervision or consideration for people’s safety.

The toilet and shower facilities were absolutely disgusting. They were clearly not being cleaned and maintained to an acceptable standard. We encountered human faeces on the floor, toilets that were completely blocked and filled right to the top with waste, and generally filthy facilities.

This isn’t just a case of facilities being a little tired or needing a clean — these were basic hygiene standards that were simply not being met.

There were also open fires and people smoking what appeared to be cannabis/drugs on the site. On occasions the smell of cannabis was noticeable around the caravans. Again, it gave the impression that rules weren’t being properly enforced.

What makes it even more disappointing is that this is supposed to be a family holiday environment. We had children with us, and we shouldn’t have to worry about them encountering dangerous riding, filthy toilets, excessive noise or people openly smoking drugs around the site.

The site itself has potential and the location is convenient, but good facilities and a decent location mean very little when the basic standards of cleanliness, safety and consideration for other guests aren’t being maintained.

What has really disappointed me is the response from management. When I contacted them to ask how to make payment, I received a quick response and they were more than happy to get back to me. However, since emailing to make a formal complaint about our experience and the issues we encountered during our stay, I have received no response whatsoever.

It’s very disappointing that they can respond quickly when it concerns payment, but apparently don’t have the same urgency when a paying customer raises serious concerns about cleanliness, safety and the overall standard of their stay.

We raised concerns during our stay, but unfortunately the overall experience didn’t improve enough for us to feel that our concerns were being taken seriously.

Would we return? Absolutely not.

Would we recommend it to other families? Unfortunately, no.

Management seriously needs to address the cleanliness of the facilities, enforcement of quiet times, dangerous use of electric bikes/scooters, smoking/drug issues and general standards across the site.

For what we paid, we expected considerably better.

We have just stayed at Atlantic Reach for two days in an Air BNB.
Surprised by the lack of everyday amenities.
9 of us stayed, nowhere to eat on site. Had to drive out for basic supplies as no shop etc. Sports Bar staff were helpful but no one in there. Think the online brochure is misleading as it paints a picture of a busy resort but we found it very quiet with very limited facilities.

First time staying here me and my family had a fantastic time camping all staff were very helpful and polite site was very clean and quiet we have recommend it to our friends. We will be going to stay again we would like to say a big thank you to all the staff for making our stay a great one

MR and MRS MCKEE

Awful customer service. As a regular camping family we experienced THE worst customer service with Atlantic Reach than with any other campsite.
Plus several innacurate facts emailed over, even after sending documented proof. Really poor.
And don’t bother taking out cancellation insurance! Absolute joke.