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Jack M
NEGLIGENT HOSTS LEFT US IN THE DARK
Yorkshire Heart Vineyard的点评
点评：My friends kindly booked the BBQ glamping cabin as a 30th birthday present for me. On arrival, we discovered that it is essentially a Wendy house/display cabin hut sitting right in the middle of their café car park, directly in front of the café itself. The website photos are tightly cropped to hide this, leaving you completely on display for anyone walking past to have a nosey in.
There was zero check-in procedure followed; no one really seemed to know what they were doing. Our names weren't verified, the cabin door was left wide open with random café visitors poking their heads inside, and we were given no welcome info, guest guide, map, or out of hours/emergency contact details. We even had to press staff just to find out if there was WiFi—surely this is all basic stuff that should be detailed. They clearly do not understand the difference between camping and paying glamping guests that you are supposed to host. I'm sure a hands-off approach works perfectly fine for regular campers (which was confirmed by some campers we bumped into in the toilets) who bring their own setups, but that same principle absolutely should not be used for actual glamping guests paying to be properly hosted and looked after. Instead, we were not made to feel welcome in the slightest.
This being said, on paper, the hut was quirky and a cool place to stay - it was nice, and the facilities of the showers and toilets available on the site were good. The only reason we're leaving this review is due the subsequent events that followed and the mistakes that were made by staff.
The first night was fine, but simple amenities we had been told about prior to arrival were suddenly incorrect and unavailable. We had to go to the café to ask for basic items rather than having them already available in the hut. We would have brought our own if we had been told, but we were under the false impression that we were being hosted!
Our package included a vineyard tour, wine tasting, and afternoon tea. While the tour was interesting, the rest of the experience felt like a conveyor belt. The tasting was rushed and limited to three small samples of standard wine (their menu showing more interesting, "award-winning" wines was seemingly not part of this experience) before we were abruptly pushed out because of a "strict schedule."
Sitting down for the pre-booked afternoon tea, we were immediately made to feel like an inconvenience and informed that they could only spare the table for 40 minutes. The food selection was minimal and poor (including choice selections of cold egg and tuna sandwiches that we left untouched), and the cakes were poorly portioned so no one could share fairly. We were hurried out the moment our table replacements arrived while staff were completely blasé.
We wouldn't even be leaving this review if it weren't for what happened next, which highlighted just how deeply incompetent and negligent these hosts truly are.
We returned from an evening in York at 10:30PM to find a total power outage in our cabin—no lights or electricity. Because management completely failed to provide any out of hours or emergency contact details, we were left entirely stranded and abandoned in the dark. We called the number on the website and a different number from their emails several times, which only resulted in automated messages saying the lines were shut. We also went over and knocked on the door of the nearby lodge several times where we were told that the hosts/family members of the owners live, but we were completely ignored. As a last resort, we sent an email and had no choice but to go to sleep with our evening plans ruined.
Our email wasn't acknowledged until the next morning with a vague message that "hopefully" someone would be around shortly. For over an hour after café staff arrived, absolutely no one came to check on our wellbeing or fix the issue. Then, at exactly 09:30 AM—coinciding perfectly with the café opening—our power suddenly flicked back on. It became glaringly obvious what had happened: the cabin is linked to the café power, and someone had carelessly switched us off when closing up the night before.
Surely any normal, decent host would have been in an absolute panic to rectify a mistake like this, run over to check on their guests, and apologize profusely. Instead, not a single member of staff came over to take ownership or check if we were okay. It was treated like it never happened. There was zero sense of urgency, accountability, or basic human care.
Frustrated, we locked up and left early to salvage our weekend. No check-out instructions had been provided, so we handed the key to a café worker who just said "thanks" without asking how our stay was—which was probably for the best as she would have gotten an absolute earful. We were still looking to give them the opportunity to make it right, which they made zero moves to do.
While the vineyard itself is impressive, and on paper the facilities are good, it's situations/mistakes like this that are the absolute make or break of a stay, and unfortunately their actions left an extremely sour taste in our mouth after our stay. The management has absolutely no idea how to treat, respect, or host glamping guests. They are entirely inhospitable and negligent should anything happen. They had every opportunity to come over, apologise/offer a gesture of goodwill to make amends, but chose to do absolutely nothing. Extremely disappointed with the choices they made and would not recommend to anyone looking to feel hosted or accommodated.
There was zero check-in procedure followed; no one really seemed to know what they were doing. Our names weren't verified, the cabin door was left wide open with random café visitors poking their heads inside, and we were given no welcome info, guest guide, map, or out of hours/emergency contact details. We even had to press staff just to find out if there was WiFi—surely this is all basic stuff that should be detailed. They clearly do not understand the difference between camping and paying glamping guests that you are supposed to host. I'm sure a hands-off approach works perfectly fine for regular campers (which was confirmed by some campers we bumped into in the toilets) who bring their own setups, but that same principle absolutely should not be used for actual glamping guests paying to be properly hosted and looked after. Instead, we were not made to feel welcome in the slightest.
This being said, on paper, the hut was quirky and a cool place to stay - it was nice, and the facilities of the showers and toilets available on the site were good. The only reason we're leaving this review is due the subsequent events that followed and the mistakes that were made by staff.
The first night was fine, but simple amenities we had been told about prior to arrival were suddenly incorrect and unavailable. We had to go to the café to ask for basic items rather than having them already available in the hut. We would have brought our own if we had been told, but we were under the false impression that we were being hosted!
Our package included a vineyard tour, wine tasting, and afternoon tea. While the tour was interesting, the rest of the experience felt like a conveyor belt. The tasting was rushed and limited to three small samples of standard wine (their menu showing more interesting, "award-winning" wines was seemingly not part of this experience) before we were abruptly pushed out because of a "strict schedule."
Sitting down for the pre-booked afternoon tea, we were immediately made to feel like an inconvenience and informed that they could only spare the table for 40 minutes. The food selection was minimal and poor (including choice selections of cold egg and tuna sandwiches that we left untouched), and the cakes were poorly portioned so no one could share fairly. We were hurried out the moment our table replacements arrived while staff were completely blasé.
We wouldn't even be leaving this review if it weren't for what happened next, which highlighted just how deeply incompetent and negligent these hosts truly are.
We returned from an evening in York at 10:30PM to find a total power outage in our cabin—no lights or electricity. Because management completely failed to provide any out of hours or emergency contact details, we were left entirely stranded and abandoned in the dark. We called the number on the website and a different number from their emails several times, which only resulted in automated messages saying the lines were shut. We also went over and knocked on the door of the nearby lodge several times where we were told that the hosts/family members of the owners live, but we were completely ignored. As a last resort, we sent an email and had no choice but to go to sleep with our evening plans ruined.
Our email wasn't acknowledged until the next morning with a vague message that "hopefully" someone would be around shortly. For over an hour after café staff arrived, absolutely no one came to check on our wellbeing or fix the issue. Then, at exactly 09:30 AM—coinciding perfectly with the café opening—our power suddenly flicked back on. It became glaringly obvious what had happened: the cabin is linked to the café power, and someone had carelessly switched us off when closing up the night before.
Surely any normal, decent host would have been in an absolute panic to rectify a mistake like this, run over to check on their guests, and apologize profusely. Instead, not a single member of staff came over to take ownership or check if we were okay. It was treated like it never happened. There was zero sense of urgency, accountability, or basic human care.
Frustrated, we locked up and left early to salvage our weekend. No check-out instructions had been provided, so we handed the key to a café worker who just said "thanks" without asking how our stay was—which was probably for the best as she would have gotten an absolute earful. We were still looking to give them the opportunity to make it right, which they made zero moves to do.
While the vineyard itself is impressive, and on paper the facilities are good, it's situations/mistakes like this that are the absolute make or break of a stay, and unfortunately their actions left an extremely sour taste in our mouth after our stay. The management has absolutely no idea how to treat, respect, or host glamping guests. They are entirely inhospitable and negligent should anything happen. They had every opportunity to come over, apologise/offer a gesture of goodwill to make amends, but chose to do absolutely nothing. Extremely disappointed with the choices they made and would not recommend to anyone looking to feel hosted or accommodated.
翻译：我的朋友们好心为我预订了这家烧烤露营小屋，作为我30岁生日的礼物。到达后我们才发现，那其实就是一间小木屋/展示屋，就坐落在咖啡馆的停车场中央，正对着咖啡馆入口。网站上的照片都经过裁剪，故意隐藏了这一点，导致你完全暴露在路人的视线之下，他们可以随意往里窥视。
整个入住流程完全混乱无序；似乎没人清楚该怎么做。我们的身份信息并未得到核实，小屋的门大敞开，随便哪个咖啡馆的顾客都能探头往里看；我们也没有收到任何欢迎信息、游客指南、地图，或是非营业时间/紧急联络方式。我们甚至得反复询问工作人员才得知是否有WiFi——这些显然都是理应详细说明的基本信息啊。显然，他们根本搞不懂露营和付费入住豪华露营营地之间有何区别。我敢肯定，对于那些自带露营装备的普通露营者来说，这种“不干涉”的做法完全没问题（这一点从我们在厕所里遇到的几位露营者那里也得到了证实）。但对于那些花钱来体验高品质露营服务的客人而言，这种做法绝对不可取。事实上，我们丝毫没有感受到任何欢迎之意。
话虽如此，从纸面上看，那间小屋倒也别致有趣，确实是个不错的住宿选择——挺不错的。现场的淋浴间和洗手间设施也都不错。我们写下这条评论的唯一原因，是后来发生的一些事情以及工作人员犯下的错误。
第一晚一切正常，但事先被告知会提供的那些基本用品突然就不存在了，也用不上了。我们不得不去咖啡馆索要这些基本物品，而不是像预期那样它们早已放在小屋中。如果事先有人告知我们，我们其实可以自己带来的。不过我们误以为自己是被招待的客人呢！
我们的套餐包含葡萄园游览、品酒以及下午茶。虽然游览环节挺有意思，但接下来的体验就像走流水线一般。品酒环节仓促又单调，只给了我们三小杯普通葡萄酒作为试样（菜单上那些更有特色且“屡获大奖”的葡萄酒似乎并不在套餐范围内），随后由于“日程安排严格”，我们就被匆匆打发走了。我们坐下准备享用预先预订的下午茶时，立刻被当作麻烦人物对待，还被告知只能使用这张桌子40分钟。可选的食物少得可怜且质量欠佳（有些冷鸡蛋三明治和金枪鱼三明治我们根本下不了口），蛋糕的分量也极不合理，根本没法大家分享。就在接替我们的客人到来时，我们被匆匆赶走，而工作人员却一副漠不关心的样子。若不是后来发生的那件事，我们根本不会留下这条评价——那件事充分暴露了这些房东究竟有多无能与疏忽。
晚上10点半，我们从约克游玩归来，却发现小木屋里完全断电了——既没有灯光也没有电。由于管理人员根本没有提供任何非工作时间或紧急情况下的联系方式，我们只能在黑暗中孤立无援、束手无策。我们多次拨打网站上提供的电话号码以及他们邮件中提供的另一个号码，但只听到自动语音提示说线路已关闭。我们还亲自前往附近的那栋旅舍并敲了几次门，据说旅舍主人的家人就住在那里，但我们完全被无视了。无奈之下，我们发了一封邮件，最终只能带着泡汤的晚间计划上床睡觉了。直到第二天早上，我们才收到一封回复邮件，内容只是含糊其辞地表示“希望”很快会有人来处理。在咖啡馆工作人员到达后的一个多小时里，根本没有人来关心我们的状况或解决问题。就在上午9点30分——恰好是咖啡馆开门的时间——电力突然恢复了。这时才显而易见：小屋的电源其实是与咖啡馆的供电系统相连的。前一天晚上打烊时，肯定有人粗心大意地把我们关在了外面。
按理说，任何一个正常且负责任的宿主办事人都会慌了神，急着纠正这种错误，立刻赶来查看客人是否安好，并诚恳道歉。然而，没有一个工作人员出面承担责任或来确认我们是否没事。这件事仿佛从未发生过一般。完全没有丝毫紧迫感、责任感，甚至连最基本的人性关怀都没有。
我真是沮丧至极。我们赶紧收拾行李并提前离开，就为了挽救我们的周末。酒店并未提供任何退房说明，于是我们把钥匙交给了咖啡馆的一名工作人员。他只是说了声“谢谢”，也没问我们住得怎么样——这样或许最好，否则他肯定会听到一堆怨言。我们本还想给他们一个补救的机会，但他们却毫无作为。
虽然那片葡萄园本身颇为壮观，而且从资料上看酒店的设施也不错。正是这类情况/失误决定了一次露营体验的成败。不幸的是，他们的行为让我们在结束后感觉极其不愉快。管理层完全不懂如何对待、尊重露营客人，也不知道该如何服务他们。一旦出现问题，他们就表现得既不热情又漠不关心。他们本有许多机会过来道歉或做出一些表示善意的举动来弥补过失，但他们却什么都没做。对他们所做的选择极为失望，绝对不会推荐给任何希望得到周到接待或妥善安排的人。
整个入住流程完全混乱无序；似乎没人清楚该怎么做。我们的身份信息并未得到核实，小屋的门大敞开，随便哪个咖啡馆的顾客都能探头往里看；我们也没有收到任何欢迎信息、游客指南、地图，或是非营业时间/紧急联络方式。我们甚至得反复询问工作人员才得知是否有WiFi——这些显然都是理应详细说明的基本信息啊。显然，他们根本搞不懂露营和付费入住豪华露营营地之间有何区别。我敢肯定，对于那些自带露营装备的普通露营者来说，这种“不干涉”的做法完全没问题（这一点从我们在厕所里遇到的几位露营者那里也得到了证实）。但对于那些花钱来体验高品质露营服务的客人而言，这种做法绝对不可取。事实上，我们丝毫没有感受到任何欢迎之意。
话虽如此，从纸面上看，那间小屋倒也别致有趣，确实是个不错的住宿选择——挺不错的。现场的淋浴间和洗手间设施也都不错。我们写下这条评论的唯一原因，是后来发生的一些事情以及工作人员犯下的错误。
第一晚一切正常，但事先被告知会提供的那些基本用品突然就不存在了，也用不上了。我们不得不去咖啡馆索要这些基本物品，而不是像预期那样它们早已放在小屋中。如果事先有人告知我们，我们其实可以自己带来的。不过我们误以为自己是被招待的客人呢！
我们的套餐包含葡萄园游览、品酒以及下午茶。虽然游览环节挺有意思，但接下来的体验就像走流水线一般。品酒环节仓促又单调，只给了我们三小杯普通葡萄酒作为试样（菜单上那些更有特色且“屡获大奖”的葡萄酒似乎并不在套餐范围内），随后由于“日程安排严格”，我们就被匆匆打发走了。我们坐下准备享用预先预订的下午茶时，立刻被当作麻烦人物对待，还被告知只能使用这张桌子40分钟。可选的食物少得可怜且质量欠佳（有些冷鸡蛋三明治和金枪鱼三明治我们根本下不了口），蛋糕的分量也极不合理，根本没法大家分享。就在接替我们的客人到来时，我们被匆匆赶走，而工作人员却一副漠不关心的样子。若不是后来发生的那件事，我们根本不会留下这条评价——那件事充分暴露了这些房东究竟有多无能与疏忽。
晚上10点半，我们从约克游玩归来，却发现小木屋里完全断电了——既没有灯光也没有电。由于管理人员根本没有提供任何非工作时间或紧急情况下的联系方式，我们只能在黑暗中孤立无援、束手无策。我们多次拨打网站上提供的电话号码以及他们邮件中提供的另一个号码，但只听到自动语音提示说线路已关闭。我们还亲自前往附近的那栋旅舍并敲了几次门，据说旅舍主人的家人就住在那里，但我们完全被无视了。无奈之下，我们发了一封邮件，最终只能带着泡汤的晚间计划上床睡觉了。直到第二天早上，我们才收到一封回复邮件，内容只是含糊其辞地表示“希望”很快会有人来处理。在咖啡馆工作人员到达后的一个多小时里，根本没有人来关心我们的状况或解决问题。就在上午9点30分——恰好是咖啡馆开门的时间——电力突然恢复了。这时才显而易见：小屋的电源其实是与咖啡馆的供电系统相连的。前一天晚上打烊时，肯定有人粗心大意地把我们关在了外面。
按理说，任何一个正常且负责任的宿主办事人都会慌了神，急着纠正这种错误，立刻赶来查看客人是否安好，并诚恳道歉。然而，没有一个工作人员出面承担责任或来确认我们是否没事。这件事仿佛从未发生过一般。完全没有丝毫紧迫感、责任感，甚至连最基本的人性关怀都没有。
我真是沮丧至极。我们赶紧收拾行李并提前离开，就为了挽救我们的周末。酒店并未提供任何退房说明，于是我们把钥匙交给了咖啡馆的一名工作人员。他只是说了声“谢谢”，也没问我们住得怎么样——这样或许最好，否则他肯定会听到一堆怨言。我们本还想给他们一个补救的机会，但他们却毫无作为。
虽然那片葡萄园本身颇为壮观，而且从资料上看酒店的设施也不错。正是这类情况/失误决定了一次露营体验的成败。不幸的是，他们的行为让我们在结束后感觉极其不愉快。管理层完全不懂如何对待、尊重露营客人，也不知道该如何服务他们。一旦出现问题，他们就表现得既不热情又漠不关心。他们本有许多机会过来道歉或做出一些表示善意的举动来弥补过失，但他们却什么都没做。对他们所做的选择极为失望，绝对不会推荐给任何希望得到周到接待或妥善安排的人。
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