The location is very picturesque so the setting is idillic with very nice staff. On arrival at the site it is advertised that entry to the cabin (Osprey 1 Hot-tub) was from 4pm. Eventually and after my own intervention and chasing we got the keys at 4:45pm which created me issues for the two kids whom were restricted in what they could do. The lodge was in reasonably good order albeit the repairs need to be done correctly and finished off properly. The hot tub was cold/cool and when I visited the main office the manager came over and checked the temperature. He confirmed it as 25*C instead of the required and processed 37*5C. This left us without the hot tub for the first day (paid for). I paid for the advertised wifi which was non existent until 10pm the day before we left. The main office said that the 3rd Part provider of the wifi should be contacted as the site does not control it. I would of if I could but the phone boxes were out of order due to jamming and cables being severed 3 weeks prior by workman on site (as advised by staff in the main building). If there is a trend of poor wifi, the site should be addressing the provision and not just brush it off to the customers. Whilst having a meal, I ordered a hot dessert, this arrived cold. When I spoke to the waitress, she stated that the chef was on his first day and needed to learn the temperature requirements. WOW...with the young children and older folk who holiday here, there is a real risk of of drastic illness especially with high risk food items. The chef must have qualifications and experience for the role...a very poor show and response. The Rover Pass at £75, what was this for as everything was paid for on top of the pass cost (apart from the pool) so appears to be a rip off and at no point was the Rover Pass requested on entering the facilities. The £250 deposit was explained that it would simply be marked against the card but not actually taken. This was taken straight away and on leaving the site I was informed that the deposit would be refunded within 24/48hrs. Over 48hrs on and I am awaiting feedback on my refund of deposit. Having read the previous reviews, I took it as disgruntled customers and noted the little apologies and "hope you return"! I would expect a decent response with a better proposal from the company given the money spent for this 5 day stay.