A gas leak at Finlake Resort & Spa forced holiday cancellations. Refunds and alternative stays were offered to guests.
Holiday lodges cannot accommodate guests in one area, but the rest of the resort has resumed normal service. People booked to stay in the closed area had their stays canceled for arrivals scheduled for February 14 and 17. They were offered refunds or stays at nearby parks. The number of canceled bookings is currently unknown.
Laura Linham from Somerset was affected when Hoseasons called her on February 11 to cancel her holiday. Her family, including her daughter, were disappointed as they had booked their stay for half-term. Their trip was set for Friday, and she said the news was incredibly disappointing.
Laura felt relatively fortunate after reading online comments, as some people had to leave during their holiday and others left within hours of arriving. The resort offered a full refund and £150 compensation, which Laura accepted after alternative dates offered didn’t work. She appreciated that the woman who called was apologetic.
The resort hopes to resolve the gas leak issues soon. Gemma Foster, Finlake Resort’s general manager, said most of the resort is back to full capacity, although one area with A-Frame lodges still needs testing. The Finlake team and Calor Gas are working on it, and they hope to reopen the lodges very soon.
The resort is offering options for guests arriving on February 14 or 17 to ensure support if the work is not complete by then. They can relocate or get a full refund, with alternative parks including Holmans Wood and Devon Hills. The resort wants customers to have good holidays, and they help and offer options when things don’t go as planned.
A Hoseasons spokesperson said they are working fast to relocate or refund affected customers. Additionally, they are supporting the Finlake team as they are working hard with Calor Gas. The goal is to minimize the gas pipe incident’s impact.
On February 4, holidaymakers had options. They could stay without heating or hot water, leave with a full refund, or relocate to another park. Over 99 guests were staying on site at that time.