“We originally booked 6 Belvedere Heights at Finlake for ourselves, and my two sisters booked two other lodges.”
All three lodges were sold prior to our holiday, and we were offered alternative accommodations. We specifically asked whether our substitute lodge was comparable, and one of your staff assured us, “Oh yes, it’s an upgrade to a luxury lodge.” Unfortunately, it was not.
We are in our mid-70s, and Belvedere Heights offers a level walk from the car parking area to the front door. In contrast, 47 Primrose requires navigating 97 steps down a steep 1-in-4 slope. How is that comparable?
The lodge ...
All three lodges were sold prior to our holiday, and we were offered alternative accommodations. We specifically asked whether our substitute lodge was comparable, and one of your staff assured us, “Oh yes, it’s an upgrade to a luxury lodge.” Unfortunately, it was not.
We are in our mid-70s, and Belvedere Heights offers a level walk from the car parking area to the front door. In contrast, 47 Primrose requires navigating 97 steps down a steep 1-in-4 slope. How is that comparable?
The lodge itself was very old and tired. The furniture was saggy and uncomfortable, and the double bed had springs digging into us. The first thing my husband had to do was re-attach the downstairs toilet seat. The wind howled through the front door, and even when closed, you could still see outside through the gap. The promotional video we watched must have been filmed many years ago, as it did not reflect the current condition of the lodge.
Not knowing the layout of the park, we accepted the change. Had we been familiar with the location, we would never have agreed to the substitution. Carrying our bags and shopping up and down the slope was extremely difficult. I sometimes walk with a stick due to arthritis, and this caused me a great deal of pain throughout our stay.
The balcony and views were spectacular, and Finlake is a beautiful resort. However, we will not be booking again, as there is no guarantee that the lodge you book is the lodge you will get. This uncertainty completely ruined our holiday. We tried to swap lodges, but were told nothing else was available.
We are very disappointed.
Sincerely,
Maz and Jon Channing
- Jonathan, September 2025