Mijn Klacht:

Good morning

We stayed in one of the Wig Wam deluxe accommodations this weekend, 18-20 June. Unfortunately our expectations of Slagharen’s accommodation and service were deeply disappointed.
After trying and pleading to find a resolution to our problem since Friday evening, none assistance was offered. After getting a message on Sunday morning (while we were checking out…) to go to the Sitting Bull reception, I left there with nothing but two knuffels for our kids. While all we really wanted (but didn’t get) was a sorry we didn’t help you when we could have. We are used to great service from where we are from, and having heard from Slagharen a few times, we decided to go there and experience it ourselves for the first time. The attraction park itself, was great. But the accommodation and service that goes with it, was not up to standard at all.
Here is a detailed email about what happened:

We checked in Friday afternoon with a baby and two kids, aged 4 and 6. We opted for the Wig Wam Deluxe accommodation because of our children and the way that this accommodation was advertised – an unique experience for kids. We didn’t know that the Wig Wam deluxe accommodation was a cheaper type of accommodation, and having a baby, we wouldn’t have thought twice about booking a more expensive type of accommodation if we knew that the Wig Wams was only partially filled with kitchen appliances.

Upon arriving at our tent in the afternoon, it was extremely hot. I immediately (before unpacking all of our things) messaged the customer service of Slagharen’s accommodation, asking if there is any possibility at all to move us to a tent with a bit of shade, seeing that an extremely hot tent with a small baby in new surroundings, can make things difficult for us and guests around us during the night. It was just later that evening, when it was sleeping time for our baby, that a staff member messaged back and said we should go and ask that at reception. I messaged back and said that the reply took completely too long and that with a baby’s routine, this wouldn’t work out at all to go to reception then, in the evening, to possibly change our tent number. Besides, having to wait so long for a reply and not knowing if anybody at customer service will reply, we had to unpack our things already.

The next morning only I got another reply saying that it is extremely busy there and that is why they are taking so long to reply. Wow, really? The staff and management is suppose to be able to handle their customers, right? And this is during corona times, where there are rules in place to keep the amount of people to a minimum, right? Therefore it can not be as busy as it would have been in normal times, pre-corona?

I also, on Friday evening, asked about the inventory of the accommodation, seeing that it is quite difficult to deal with warming up a baby’s milk and food and sterilising everything without a microwave and a kettle. The only answer I got on Saturday afternoon?! (a few times) about this is that I can find the description of everything that is in the Wigwam on the internet. My reply, a few times going back and forth about this same thing, was that it states: Volledig ingerichte keuken.
Customer service reply: Daarmee worden de koelkast, pannen, borden en bestek genoemd. Als er koffie apparaten en waterkoker in de accommodatie staan, dan worden deze apart vermeld zoals u bij een willekeurig andere accommodatie kunt zien. ^Max.

How in the world would somebody know that volledig ingerichte keuken means just this things above? How should I know that I should go and compare this accommodations’ appliance with one of your other type of accommodations’ appliances and then only I would know what is really available?!

According to us, and the dictionary, volledig means: (ge)heel, compleet. Therefore we wouldn’t have been wrong making the assumption that something as basic as a kettle would have been available.

When I replied again that it was quite difficult not having this appliances with a baby, the most shocking reply came back to me: yes, this type of accommodation isn’t exactly fit for a baby…
Excuse me? Isn’t this something that should be mentioned on the website then? Mentioned in the description of your Wig Wam deluxe accommodation? This is something extremely important to know when you have a baby, right?
If we knew that this wasn’t fit for a baby, your words, then we would have definitely not book this type of accommodation and then it would have made our experience much more comfortable and actually enjoyable.

This whole problem could have been sorted out by just offering to bring us a kettle or something as simple as that on Friday evening? But instead, the only reply from your customer service was defensive words that didn’t help at all.

It is also such a disappointment that this whole conversation, without any help being offered, happened throughout the whole weekend which had the effect that I had to look at my phone every now and then while being at the attraction park itself and replying to your customer service while waiting in queues, which again took a lot of our fun away while actually we just should have been enjoying at least the rides in the theme park.
Our other two kids also looked forward to this weekend with us in a theme park, but unfortunately I had to be on my phone every now and then replying to messages that comes through hours later, trying to solve just one small problem on my own, while that actually is something that the customer service should do, especially when it states on the internet that we would have certain things, but definitely didn’t.

After being advised by one of your staff members to lay a complaint, I took the liberty to share this disappointing experience, hoping that your response won’t be as below-standard as experienced throughout the weekend.

I look forward to your response.

Sincerely,
Cheneé Rosslee

Gewenste Oplossing:

When Slagharen add the correct description and details about their accommodation. And refund us or give a new weekend's stay in an accommodation that is correctly described, with all that is needed for a baby.