Review Time
I am writing to express my profound disappointment with your handling of our recent request to reschedule our stay.My husband was involved in an accident, and we were willing to provide a doctor's note as evidence. Despite this, your team rigidly enforced the seven-day notice policy and refused to accommodate our request. We did not ask for a refund, merely to reschedule our stay due to this unexpected emergency.It is unacceptable that your policy does not consider emergencies that can occur within the seven-day window. This lack of flexibility and understanding is extremely frustrating and reflects poorly on your commitment to customer care.Additionally, after reading through the Trustpilot reviews, it is clear that many customers have faced similar issues and have expressed their dissatisfaction. It is time for you to take this feedback seriously and address the shortcomings in your policy.Your unwillingness to accommodate us in an emergency situation is disappointing and has left a negative impression. We will not recommend you or come back.
We stayed overnight and although the campsite and glamping set up was cool, nicely set out etc. we were disappointed in the overall customer service and the overinflated price of staying onsite.We were drawn to the eco friendly outlook of the wave yet paying approx £130 a night seemed pricey for the lack of services provided. We arrived and the toilets/showers for guests (though signposted for campers only were being used by all surfers) and were filthy, the next morning I couldn’t shower my toddler or use the toilets as they hadn’t been cleaned/no toilet paper etc. quite shocking to not have basic cleaning provided for £130 a night!Our tent was fine, not the cleanest (we found other people’s toiletries under the bed and dust all over the floor), we also had to remove all our own rubbish which you had to walk back out the campsite to dispose off. Seemed a lot of staff walking around but not actually providing the basic facilities usually provided? No discount on surfing for staying at the site so a pretty pricey stay. Won’t be staying again.
Booked for daughter's birthday but picked the wrong session and the waves were too scary for daughter. The Wave were great and swapped her onto a beginner session so that her day was not ruined. Excellent customer service and will definitely be back!
We were bought a voucher but were never in the area so not able to use within the 12 month limit. NO flexibility when we tried to extend.What a shame they cannot put customers before their bottom line, obviously not the community focused company that they try to portray, just happy to take your money and use the small print to avoid giving you what you've paid for.
My friends and I visited The Wave for the first time this week. Joe was our instructor and he was absolutely brilliant! I have been dabbling with surfing for over 20 years and have always struggled with 'popping up'. Joe gave excellent coaching around technique for this which made it so much easier. As a woman being in the surf can be a little intimidating as we are often still in the minority. It was inspiring to see other women of all abilities enjoing sessions at The Wave. Love that their are loads of women on the staff team and also in images across the website. Thanks for a great day. We'll definitely go again :)
No morals.Finally got round to leaving this review this goes back to lockdowns In 2020/21 Couldnt make it to the wave as they were shut and would not honour the voucher I was gifted as a present. Basically they stole £50 from a vulnerable person.
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