Club Aria

Fantastic experience: Wonderful resort ❤️, will be returning again

Negative experience: I booked a late 3 day wk/end break for my 96 year old mother & myself for a premium Cottage Lakeside. But Aria Call centre messed up our ferry booking & sent confirmation for the Lymington to Yarmouth crossing when our resort confirmation 15943905 clearly stated Portsmouth - Fishbourne return. They changed the booking but the earliest ferry we could be booked on was 18.15 delayed arrived 8 p.m. stopped for a quick meal, & arrived at 10 p.m. so 1/2 day lost. I was looking forward to going fishing & had brought all my gear with me to find that both lakes had been drained. The specimen one looked like a mud heap the pleasure lake was full with noisy kids falling off boards & kayaks. The cottage was great but the rest a complete disappointment. If I'd known in advance I wouldn't have booked.

Fantastic experience: I booked a stay at The lakes Rookley on the Isle of Wight a few weeks ago but unfortunately we had a death in the family meaning we did not want to go through with our holiday. I contacted Aria resorts who mentioned as per their terms and conditions we were only entitled to a refund of 20%. After i explained the reason for wanting to cancel there was no hesitation to give us a full refund. I cannot speak highly enough of there customer service.

Fantastic experience: Great service, reasonable prices

Fantastic experience: Very helpful

Positive experience: This has a the opportunity to be a great Resort, but some of the site still like a building site, my lodge which was great by the way was next to a mud mound full of weeds not a nice out look. Had to wait over 5hrs for my towels as they was not ready upon arrival, The receptionist did not know the site at all,i requested a lodge that over looked the lake when asking this she said she did not know and when i asked about my lodge and where it was she replied sorry don't understand the question and she replied with have not had my morning coffee yet and had not been on site for some time....! she never gave us any information about the Resort activities 2 days passed before we even new it had a new sports hall... also most of the activities was not available to use so the kids very disappointed, they where advertising all the activities on the TV screens in the main Bar what is the point of that if you cannot book them..we paid a lot of monies for the 5 days and really site is not ready for Families yet...

Positive experience: We stayed at rookley on the isle of white and it was georgous, the carvan was lovely too but i did have two issues one being that we paid for a hot tub and was unable to use it for the first night as it was to cold and the sencond one is that on the last night we have a overwelming smell of weed... somekne was somkeing weed near us and even though we had all windows colsed it was still in our caravan and to make it even worse we have a 1 year old with us too ...there was no number to call at that time of night so nothing we could do...when i said this to someone in the morning at the desk all that was said is ill pass it on ! Really not good enough. And also the only number there was out out of hours said emergencys only !

Fantastic experience: Beautiful caravan, friendly staff, had a lovely time

Negative experience: Wrote to me at my home address with a 'personal invitation' of a two or three night stay with my two children , to then be told when I called to validate that because I don't earn 45000 a year and don't own my home that I cannot have this offer fulfilled! No where in this letter states this at all and gives people false hope! You should be ashamed!!

Negative experience: Like a previous customer I too am waiting for my £75.00 fully refundable deposit. I have called the office several times and written to them but still no sign. I now am in the process of taking this up with the FSA. Not happy.

Negative experience: I have stayed at the resort for the last 4 weeks due to work. However, the second and fourth weeks check-in have been have been terrible! I didn't get checked in until 7pm (after being up since 3am) with just a "sorry". This week an hour late checking in and no clean towels in the caravan, but plenty of used, dirty ones. I wrote to complain 2 weeks ago and have not heard a thing in reply. Rubbish way to run a company.

Negative experience: What an absolutely appalling place and the customer service beyond a joke! Despite being on a low income I wanted to book here as a treat for our wedding anniversary so looked on the website at your special offers and because our stay was within 3 weeks I used the discount code of LastMinute to get 30% off the total price. I was shown the price as being £327.60 and I proceeded to the payment details. I then get a notification from my bank that I’m close to my limit, so I look and you have actually taken £397.80 out of my account! Now £70 might not sound like a lot of money to you but it is to me as that’s roughly what we have to spend each week. So I called to find out what has happened and why you’ve taken more that what I was agreeing to pay for our trip. I’m then informed it’s because I have used the wrong discount code when booking and only been given 15% off!! I don’t understand how you can say it’s my error as I obviously put the right discount code in as it reduced the cost by 30% on the summery page. But if it’s better for you to blame the customer then fine. On the 30th April I was told I would be refunded the £70 and that it would go back into the card I paid with within 3 days. I had my purse stolen and the bank card I had used had now changed so I called to let you know this on the 3rd of May and was told that it hadn’t been processed yet, so that if I gave my account number and sort code instead it would actually be refunded much sooner, so I gave that information and waited until the 8th May. Still no sign of my refund so I called again and was told I needed to be more patient as due to the bank holiday on the 6th that would have delayed things. We arrived on the 10th and still no refund, So I thought it might be easier to talk to reception on site to see what was happening. The girl on the desk says can’t help me as refunds are felt with by the contact center, I asked if I could speak to a manager and was told there wasn’t one! So I called once again to see what was taking so long. I was put on hold while Kirsty went to talk to her manager about this, she came back and asked me again for my account number and sort code and told me that the refund would be processed today (the 13th), so I said well i was told it had already been done on the 30th, the 3rd and the 8th, she said there’s no notes to indicate it’s been done yet! I asked to speak with a manager as I’m not happy at all and what a coincidence, the manager she had put me on hold to speak to 30 seconds ago has now left and is unavailable. But she assured me that it’s being done, I get put on hold again so she can go and talk to accounting who apparently are just doing it so it will be in my account either this evening or first thing tomorrow morning (14th) at the absolute latest. I don’t even know why I’m surprised anymore but here we are now at tomorrow morning and guess what?? That’s correct I still don’t have my refund!!!! So despite waiting 14 days to get back £70 you never should have taken to begin with, I’ve had 3 different people tell me I have to be more patient when in actual fact it hadn’t even been processed yet!!. And now I’ve had one person tell me that this morning would be the very latest I would get back what you over charged me, and again that wasn’t correct as I’m still waiting. The fact that we were actually staying on site and had what should have been a nice and rare treat away for us to celebrate our wedding anniversary ruined by the constant lies and overall lack of customer service from this joke of a company is absolutely disgusting!! We would have been much happier and better off if we had just stayed at home as because of you we were left no other option than to celebrate our anniversary with a meal of beans on toast in the caravan!

Negative experience: I was offered a free mid week break, all I had do to was pay a £75 refundable deposit. Had a lovely break but still they have not refunded my money (despite telling me they have) no one there end seems willing to help so I am now taking it up with my bank and making a complaint to the FSA. I would recommend never to use this company. Funny as I checked out in February and have been told that you made the payment on the 18th, but it never did arrive. Think you are a complete scam

Negative experience: As per others here, I have continuously chased for the return of my deposit which has still not been received and no confirmation it has been processed. The lady said it had to be referred to a manager. We had an enjoyable weekend and went along to the meeting - it wasn't for us but they said no issue your deposit will be refunded.

Negative experience: My son was sent an offer from this holiday firm. He was asked of his financial situation. He privately owns many shares and investments, collectively we own a portfolio of 6 properties internationally. The property he lives in currently is valued on the market independently by 7 estate agents at £4,998,255.00 with a 99.8% confidence value. He called them and they said he is ineligible to complete the promotion as he is not married, very disappointing. I wont be recommending this firm to my clients in the future. They have proven to be a waste of valuable time as he was initially told they would make an exception.

Negative experience: Our children gave us a Christmas gift of 4 nights stay at rookley from 1st of April for our anniversary bit of peace and quiet and a bit of fishing was on the cards after a bit of a rough year we had. what a mistake site was ok but work going on I inquired and was told no fish in lake so that put paid to that and 7.20 am every morning construction work going on sounded like a ship yard metal work going up our kids were disappointed for us as so were we my son email them to have his say but no reply. They could have informed us what was going on So we could have made other arrangements POOR show

Negative experience: Well where do I start... I highly do not recommend for people to use this holiday park we was told our rooms would be cleaned and ready for us by the time we arrived at our destination, however when we arrived after a very long 7 hour journey we was told we had to wait till 4.00pm in the afternoon for our room to be ready as it was needed to be cleaned, even though we specified that we would be arriving at 9am and there was no email or warning of contact about any problems with this. Ha when i say cleaned, it defo wasn't cleaned very well as when we came to make our dinner the cutlery and plates was all dirty with leftover food on... this isn't the only problem we had, we wasn't given any fairy liquid to be able to wash them, nor a cloth or sponge which meant we had to go off our own back and buy them, baring in mind we wasn't warned about this. In regards to the bathrooms the ensuite toilet had human excrement running down the toilet also wee stain on the toilet seat, I'm also not happy that there was 6 of us and we had to share 2 half toilet rolls between us yet we was here for 4 days... so we went to the bar and asked the lady politely if there was any spare and we got told we could take a handful out of the public toilets... this is not how I expect to be treated when coming for a long weekend away, also we wasn't even provided with towels or bath mats, we wasn't warned about this until a couple of hours before... further more in the living area of the trailer the tv size is a joke!! However that was a nice surprise that we was even provided with one! Moving on to the staff here at the holiday park, I couldn't be more disappointed with the lack of respect and consideration for their guests. Overall I woukdnt recommend this to anyone.

Negative experience: Absolutely disgusting. Was sent a letter for a free stay to my address, and thought that was really cool and I would definitely go. I then read the terms and conditions. You have to be in a long term relationship of married to be eligible. You also have to be earning at least 30,000 between the two of you. What about single parents (like me)? What about low earners? Seems to me that this ‘free holiday’ is highly corrupted. Absolutely disgusting terms. I wouldn’t go even if I did match the criteria if I knew others wouldn’t be able to go because they aren’t a perfect family.

Negative experience: The Bay Filey. Walked in & out of first given accomodation as it was covered in stains and well battered furniture. Into property 2 which at first glance looked better than the first,so gave it a try. Then it became apparent how filthy & unfit for purpose this was too. Mould inside of windows. Cracked window. Blinds coming away from fittings. Taps running from joints when turned on. Shower rail loose. Shower screen covered in mould. Stains in carpets. Big curtain stains. A musty smell we couldnt get rid of. Furniture coming apart when used. The washing machine interior was black with mould growing. Laminate floor was filthy, my bare feet were black. We, your guests, cleaned as much as we could, then the itching & coughing started. 5 days in for a 14 day booking & we had to vacate, nowhere to move to. Refused refund. Offered 10% OFF NEXT BOOKING when complained on arriving home. What a disgrace Aria Resorts were to us. Keep my money. We wont be returning.....

Negative experience: We booked a few months in advance with Peter Bull Resorts, but wasn’t informed about the building works that were ongoing until two days before. As well as the change of hands. When discussing this with reception they advised they knew about the building works since March & apparently should be finished in 5 days which would’ve been (12/07/19!) which I can not see how this was possible. I booked this holiday resort based on what facilities they have. E.g. The outdoor heated splash pool for the children. We are advised two days before that the swimming pool would be closed & open on the day we check out. This was extremely disappointing. There didn’t seem to be any rules on noise level on an evening also. No reception to contact about the noise from drunken people on site. So having three small children who were disrupted was not part of the the plan. Not once were we offered any gesture of goodwill for any of the inconvenience, especially being that I expressed my disappointment. But they said they would make a note of it. You don’t expect to pay the full amount for a stay when they have ongoing building works, which you weren’t advised of at the time of booking & reduced access to the on site facilities. Also - the utensils in the caravan itself are atrocious. The “sharp” knives in the block, struggling to cut mushrooms. We didn’t have any scissors & no iron or ironing board. I believe those to be a basic/minimal requirement. The double bed was awful, you could feel the springs in your back. I would’ve had better sleep on the sofa. I feel you would receive better standards in a hostel. I understand they are trying to improve the site they have, but at least prepare your guests of the name change, reduce your prices to reflect the state of the site & lack of facilities. You have a long way to go. But safe to say we won’t be returning. Customer service is everything & sadly you definitely lack that.

Negative experience: We stayed at St Helens resort on the Isle of Wight at the weekend and were very disappointed with the unfinished look and feel of the place. Our caravan wasn't finished, the decking around the bottom was still in the process of being completed and there were 4 or 5 empty sites next to our caravan. In addition the view from our balcony over looking the fence had a big area with skips and rubbish in - not pretty to look at in anyway! When I took this up with the resort manager, he just disagreed with my "opinion" and said no-one else has ever complained. Its not an opinion - its fact, the place is unfinished. If you are going to charge premium prices and quote luxury all over your website - you need to be able to offer a luxury, premium service. I would stay well clear, the price point is way too high for what they are offering. The one positive is that the private beach you are allowed to use is absolutely stunning and really quiet.

Negative experience: Had an atrocious experience with this company! Was offered the promotional stay, all booked and confirmed in January. Received numerous correspondence welcoming us and to book our activities. Around 3 weeks prior to our visit in April I received a call from them to say the offer had been cancelled along with our break. No other explanation than they have withdrawn it. Despite many attempts to contact the guests service manager, Mr Cutts, we have still not received our £75 deposit refund. He ignores my emails and will not accept my calls. Yet I am still receiving emails welcoming us to our stay. What an absolute shambles!!

Negative experience: we were offered a free weekend away with free ferry crossing. Went on line and tried to book listing the correct promo code however as it kept requesting credit card details, called Company direct. 1st lady very helpful took contact number and a colleague would call me back from the Team dealing with the promotion. Received a call from Jo, she advised you can not book this offer on line. Then she advised there is a £75.00 holding fee which would be refunded after the break. She asked when would we be interested in going. I requested 15th February to which she informed me the offer could only be used in March 2019. The literature we received specially stated that breaks were available in half term but availability might be limited. but she was adamant only March 2019, so we were unable to use this offer. I feel we were wrongly advised or their literature is miss leading. Also no mention of a holding fee even in small print. Following response would like to add that I was never asked what size accommodation, who was in our party or specific dates, we were told 'The offer is only available in March.

Negative experience: We stayed at rookley March 15th - March 18th. We booked a top of the range caravan with hot tub. On their website it shows beautiful decking with glass and a very luxurious master bedroom with a large floor to ceiling window and luxurious bedding. The description on their website states that the view may differ as the pictures were not taken on site. Upon arrival it was very apparent that the description did not match what we actually got. There was no glass on the decking thus obscuring the view when in the hot tub, there were no table and chairs on the decking, the wine fridge did not work and the master bedroom did not have luxurious bedding or the the big window as shown on their website. It had 2 very small windows behind the bed, it was a very dark room with the same cheap bedding that a standard caravan has. Very disappointing but this break was for my 50th birthday so didn’t report it. on The Tuesday after our holiday my entire family were covered in very itchy spots. Unable to get a doctors appointment, we went to the pharmacist and he asked me if we had a hot tub! I explained that we had just returned from a break and had used the hot tub there. He said that the spots occur when the water is not maintained. Since then I have looked into the ‘rules and responsibilities of the park’ regarding hot tubs. The park must maintain the water and monitor it on a daily basis. We did not go out and no one ever came to carry out this maintenance. I have since made a complaint to rookley which was 3 weeks ago and I finally got a reply. They have sent me a report which shows dates and times of the maintenance they say they did on our hot tub. I am very alarmed by their report because is lots of my photographic evidence when either my children, my husband and I or all of us were in the hot tub! Not sure how they did this maintenance with us actually using the hot tub. On our final day, my husband and I got up early to use the hot tub one last time but the water looked very cloudy so declined. I have photographic evidence of this. I am absolutely disgusted that we used the hot tub with dirty water and that the park did not carry out their duty to maintain the water and very shocked that they have in my opinion falsified their records to say they did. My entire family had a very itchy rash for over a week and my 15yr old daughter refused to take part in PE as a result. Making us wait for a response for 3 weeks was disgraceful. Dreadful customer service.

Positive experience: We had a lovely stay at The Lakes in the May half term and thoroughly enjoyed ourselves. The caravan was spotless and the setting really is lovely. Some of the activities were not up and running for children but this did not matter too much and I (finally) have received a refund. All staff at The Lakes were lovely and only too happy to help us. The entertainment in the evening was not for us but others seemed to enjoy it. The restaurant had staff shortages so only guest who had booked were able to eat. The food was tasty but small portions for the price.

Fantastic experience: Contrary to all the poor reviews regarding the offers made by the company we had a fantastic time. Every member of staff we spoke to was friendly and extremely helpful. We stayed in lake house which are absolutely first class, spacious, and finished to a very high specification. The setting of our accommodation was also very quiet and relaxing Would highly recommend to others seeking the same type of holiday as us in a central location on the Isle of Wight making trips to all parts very easy. We will book again.

Fantastic experience: Stayed at Gara Rock in Devon, one of Aria Resorts' other resorts. Amazing views of the coast, really luxurious rooms, and a really lovely breakfast.

Fantastic experience: Having recently dealt with Aria Resorts I found them to be true to their word and the communication has been spot on.