Four of us (all locals) booked two cabins at Freespirit Resort from Christmas Eve until Boxing Day. Our main purpose in staying here was access to the pool. We live locally but don't have a pool, so it seemed like a good idea for two of us to book a Poolside Villa overlooking the main pool. The other two booked a Garden Cabin. We were so happy with our decision that we rang up again and extended our stay by another night. We were told that our Poolside Villa was already booked for that 3rd night but we could stay in a Garden Villa. No worries. We were fine with that, we could enjoy the main pool on Christmas Day and be a little further away on Boxing Day. Little did we know, but the main pool was closed for a "private function" on Christmas Day. We weren't told this when we booked our Poolside Villa. We weren't told this when we rang to extend our stay. We weren't told this when we checked in. No, we found out on Christmas Day when we tried to enter the main pool area and discovered the gate was locked and a sign on the gate advising "No Entry". The following day, Boxing Day, we dutifully packed up, cleaned the kitchen and checked out of our Poolside Villa and into the next room. At Reception I asked to speak to the Manager but apparently he was far too busy to see me. A couple of hours later we had unpacked and settled into our new cabin. We spent the afternoon in the main pool and noticed that no one came to service the Poolside Villa that we had vacated, and no one moved into it. Again, when it came time to checkout, we asked to speak with the Manager, but he was not available, it was his day off. Again I left my phone number so he could call me. He didn't call. Never have I experienced such mismanagement of an accommodation complex and such little concern for the inconvenience that mismanagement caused guests. Our Christmas Day was spoilt. We could have enjoyed Boxing Day in the Poolside Villa, but again this idea was spoilt. And an ineffectual manager who can't be bothered to engage with his guests. Such a great shame as the cabins and facilities are quite good, and being locals we would have returned ourselves and recommended others to stay. But now, I'm not sure.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Response from DFreeSpiritResort, Manager at Darwin FreeSpirit Resort
Responded 12 Jan 2020
Hi D4930JXsharons, Thank you for your feedback. We are sorry to hear you feel your Christmas Day was spoilt due to the pool being closed. We did our up most to ensure all guests were aware, this includes a courtesy call to all bookings prior to the day (which was done) reminding guests that our Christmas day lunch & poolside area is fully booked, we also had signs up around the park a few days before. The main pool was re opened from 3:30pm and not closed for the entire day, we also have 2 other pools available in the park for guests enjoyment. Apologies for not being made available during the Christmas Festive Season, we tried to encourage staff including management to spend it with family and friends as much as they could. We hope we can welcome you back again soon and we will ensure to communicate further to our guests for our future events.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC