Findhorn Ecovillage Escape - Clearwater

The location is pleasant.

We arrived at the Clearwater Lodge on Saturday 4th of October. We were told by staff that the people who had left that morning told them on the Friday the WiFi had stopped working. This was disappointing as we were relying on the advertised WiFi and dedicated workspace which I explained to the staff members I spoke to. However, we were told the issue would be resolved on Monday so we accepted this. We asked staff members each day if the problem would be fixed and some effort was made to do so. However, in the end we had no Wi-Fi for the entire duration of our stay. There was little in the way of communication from staff with our party having to contact reception or the manager each day to ask for an update. The manager seemed annoyed when I called him with details made available from booking.com explaining that he’d have to have these removed from the site. He was rude and unhelpful. He claimed we had not made it clear that we needed WiFi. This is untrue. We have spoken to multiple staff members every day making it clear we needed WiFi. My sister spoke to the manager when he installed a repeater outside the door and told him two guests had to leave because of the lack of WiFi and that she might have to leave early too because she needed it to study. I find it very strange that he can claim this conversation didn't make it clear how important the issue was for us! He stated that ‘this wouldn’t be an issue for most people’. The manager claims the repeater (housed in a plastic bag outside the property) allowed him to access WiFi inside the property but I have video evidence that the network did not showing up on any of our laptops or phones. The manager had made it clear that he is not interested in resolving the issue and advised that if this resulted in a negative review then there would be ‘no chance of a refund’. Facilities/services not as described, poor communication and rude/aggressive customer service.

Well appointed lodge

No WiFi

Well appointed lodge

No WiFi

Well appointed and clean

No WiFi

Good location and well equipped