West Kellow Yurts

I am leaving a review after my experience with Matt at West Kellow Yurts. I felt that I wanted to just bring attention to the extreme lack of customer service. After reading a lot of these reviews and his responses to the reviews, I find myself being very frustrated with his lack of care toward those who are paying money to stay at his site. I have visted West Kellow Yurts and it is, for the most part, what you would expect, with quite a few things that seem to get overlooked by Matt in his responses to customers. The impression I get is that not a lot of thought goes into running the site, and is just a way to earn a bit of money, without actually caring much about the experience of the guests. This is proven through his responses to people who are leaving a genuinely honest review. I think the customer service is poor, and very unprofessional. Everything that customers point out (and rightly so as they have paid for a service) gets explained and defended against. A simple "I am very sorry to hear about your experience. We will take this feedback on board to better the experience of our guests moving forward" would probably suffice for a response to a Google review. Instead, the owner of the site is in the reviews arguing back to people- I don't think it's a particularly good look for the business when the owner can't seem to take any accountability for things that people have a right to be upset about. One response he made to a customer was criticising how she communicated about the 'pre-paid breakfast'. She asked for the free breakfast that she was expecting. If you offer a service like that, I am not sure how a slight change in how it is worded could confuse you so much. Either way, miscommunications can happen, but acknowledging that and taking some of the fall in the response would come across so much better. Instead, she received a patronising response telling her what she could have said instead, and telling her that he 'expects they are nice people'. In fact, the entire response was just defensive to every single thing she said. Another man provided a video with so many spiders, which was clearly not normal, and must not have been checked by staff before their arrival. He got told that he shouldn't have taken his partner there with the possibility of spiders. I think if he had known that the hut was going to be filled with spiders due to the hut clearly not being cleaned properly or checked, he probably wouldn't have taken anyone there, let alone someone with arachnophobia. I watched the videos- that shouldn't be normal even during peak spider season because the staff should have been keeping on top of that (especially if Matt says that "it was likely just a busy few days for spiders at that particular time of year"). Sounds like he knows what he's talking about spider-wise so wouldn't it have made sense to make sure those spiders weren't there? Seems very manipulative and his explanations all have flaws. Another man got told "nevermind, accidents happen" in response to the owner being caught shirtless at his site where he has people staying. The gentleman leaving the review was clearly unhappy with a number of things, especially the level of unprofessionalism, and got patronised once again in the response to his review. All I am saying is that Matt doesn't seem to quite see the bigger picture and explains his way out of every problem that a customer has by making it their fault. I am not saying that the customer is always right, but I think the customer service could do with a huge rethink, or perhaps get someone else who is warmer and kinder to respond to the reviews. It would be nice if the reviews actually did something and made a difference, but unfortunately it doesn't sound like any of them are going to lead to any changes at the site, which is a shame as it has so much potential. Sorry for the long review, but I felt it needed to be addressed. Even if one person reads this and rethinks their decision about going, I would feel glad.

2 months ago · via Google

Had a BRILLIANT weekend here with Jayne n Kath and family. Excellent set up. Matt was very helpful. Yurts are very spacious. Well equipped kitchen area, good toilets with very hot showers. Foot golf was good, middle barn area to sit in was a great idea. Possibly doors or windbreaks needed on it as sadly the wind was howling through! Fire pits on each pitch. Hopefully we'll all be back next year for Jayne n Lesleys birthdays.

a year ago · via Google

We have just spent a weekend in the buzzard yurt and it was fantastic. The yurt itself was clean, spacious, comfortable and perfect for the 4 of us. The site was lovely and quiet and Matt and the team were so welcoming and pleasant. The shared kitchen was a god send we managed to cook a fry up both mornings and stocked up the fridge with everything we needed. We can’t wait to return.

a year ago · via Google

We stayed in the barn owl yurt for the weekend as a family. The area is beautiful and peaceful. The yurt was enclosed which was nice for privacy. The facilities had everything we needed. The only thing was we put our freezer packs in what we thought was the freezer but they didn’t freeze. So I’m not sure if there was a freezer but we couldn’t find it. The showers were nice too. There was plenty of fire wood and you just bank transferred to pay for it. The location is great. We spent time in Polperro, which was adorable! And spent a day in Looe. We got fish and chips from ‘The Harbour Moon’ in Looe which was probably the best battered fish i have ever had! There is also a food truck called ‘Smash em’ nearby which does amazing burgers. I look forward to coming back with my partner!

a year ago · via Google