Away Resorts Senior Management Responses

Dear Member

Please excuse the length of this email. This email is in several sections (notably section 1 is the new response)

1. Responses from Away Senior Management Team
2. The Bay Filey Behaviour Standards
3. The email sent by the FBOA in response to their initial response
4. The original responses

Section 1 – Responses from Away Senior Management Team

Dear Filey Bay Owner Association,

Apologies for the delay in coming back to you, I hoped to be able to answer all the concerns raised before I responded, however I will update on some of the questions.

Message 1
The Meadows road is due to be completed at the point of the lodge base being installed. We are still awaiting confirmation of date and detail of works – once received this will be shared.
Message 2 
Our members take up a very small number of spaces when using the pool, and usually only come for morning and evening swims, both of which are adults only. We do not offer family memberships, so these sessions are the quietest and there is always plenty of space. Over the half-term and Easter periods the high numbers of guests wishing to swim which was due to the in-climate weather over these periods. Members are not given priority over anybody else; everyone is given the same opportunity.
Taking on board the comments, we are willing to trial an owner only swim on Wednesday evenings from 6pm until 7pm and Friday mornings from 10.am to 11.am. Owners will require their owner pass to gain access.  We will monitor attendance of this trial and review accordingly.
Message 3
We have been very thoughtful with our pricing strategy approach for 2024 and our focus is on getting the correct price in place at the right time to deliver additional volume and occupancy for as many of the homes as possible. Our occupancy is tracking 30% ahead of capacity sold in 2023 with the prices increasing as we approach peak. The approach that the pricing strategy brings is that we are not expecting to have to discount last minute breaks.
The window cleaning charge forms part of the service charge so any missed months will not have been invoiced and therefore not chargeable to owners.
Message 4
I am aware that owners have been informed of the pool closure from 4^th June through to 7^th June for the installation of the air handling unit and repairs to be carried out to the flooring.
Message 5/6
With all group bookings the group leaders are made aware of the rules for the resort that they are staying on and understand if there is cause for concern this will impact them returning to any of the Away Resorts locations. The group that you refer to have agreed to adhere to these terms and conditions (see section 2).
As previously stated, this group are providing additional security, with the resort increasing additional night wardens.
We have not seen any other reasons to have 24-hour security nor do any of the lease’s state that this is necessary. We will, however, look at the installation of CCTV cameras to the entrance of the resort.
The lodge finish referred to, conforms to the planning permission 21/01845/FL (granted) stated that the holiday homes permitted shall be constructed only in the materials and coloured in the colours specified in the approved Planning Design and Access statement.
Message 7
With the arrival of Nicolette Howson to the team, in her capacity as introduced best practice for the wider team.
Revisiting of all units to ensure that any minor maintenance, repairs, or replacements are resolved with an urgency placed around standards of the clean. Check sheets to be utilised and units checked prior to arrivals.
Guest Services is actively seeking feedback upon departure in hope of addressing an issues that the guests may have experienced during their stay.
The Accommodation Manager and her team will call upon all guests following their arrival to ensure that their needs have been met.
A follow up call from Guest Services to all guest arrivals to ensure that the customer is satisfied with their accommodation.
Message 8
Many of the points raised within this message have been covered in previous responses. We would however, like to state that we are fully aware that The Bay Filey is a holiday village and not a caravan park and as such is always at the forefront of our teams as to how the resort is managed.
The sleepers are being addressed. The plan is to paint these with a non-slip paint once they have been cleaned. We need to do this once the weather improves.
We are pleased to announce that a replacement General Manager has been recruited and will be joining us shortly. In the meantime, Stacey will remain available for any concerns raised by owners in the interim.
Please be assured that Away Resorts has no intention of not retaining The Bay Filey and confident with the changes within the core team will see both standards and service improve.
Kind regards

Jackie Hutson
Head of Guest & Owner Engagement.

Section 2 – The Bay Filey Behaviour Standards

Behaviour standards

1.    These standards will apply from when you request your booking until your holiday ends. Unless stated otherwise, they apply whether or not you are on the Park at the time.

2.    You agree to, and you must make sure that you, your party, and any visitors (including, in each case, their children), keep to the following standards of behaviour:

(a)    To act in a courteous and considerate manner towards us, our staff and anyone visiting, using, or working on the Park, including other customers, and to refrain from any anti-social behaviour towards such persons;

(b)    To treat our property, facilities, accommodation and touring Pitches with respect and care so that other guests may continue to enjoy them.  In the event that you notice damage to any Accommodation, facility, or equipment on the Park, please report it to Guest Services immediately so that we can take appropriate action;

(c)    To supervise children so that they are not a nuisance or danger to themselves or other people using the Park;

(d)    To refrain from making any excessive noise or playing loud music after 11:00pm;

(e)    To refrain from smoking in any of our Accommodation, facilities, restaurants, or entertainment areas on the Park (you may only smoke in our designated areas, if any);

(f)    To inform the Duty Manager via Guest Services should you suffer from an infectious illness whilst you are on holiday.  For the protection of our guests and staff, anyone found to have such an illness may be confined to their Accommodation or requested to leave the Park;

3.    Not to:

(a)    commit any criminal offence (whether or not on the Park or in its vicinity) which causes
your name to be entered on the Violent and Sex Offender Register or causes you to be subject to a Risk of Sexual Harm Order or Child Abduction Warning Notice (or any register, order or notice succeeding these);

(b)    use the Park in connection with any criminal activity or commit any other criminal offence (i.e. any offence not already subject to paragraph 88 (a) at the Park or in its vicinity;

(c)    commit any acts of vandalism or nuisance on the Park, or any other illegal behaviour including but not limited to violence, theft, drug use, verbal, or physical abuse;

(d)    use fireworks, Chinese lanterns, or any similar open flame heat source on the Park;

(e)    fly any kites or drones on the Park;

(f)    keep or carry any firearm or any other weapon on the Park;

(g)    keep or use any unlawful drugs on the Park;

(h)    create undue noise or disturbance or commit antisocial behaviour on the Park;

(i)    carry on any trade or business at the Park without our prior written permission;

(j)    permit anyone who is to your knowledge on the Violent and Sex Offender Register or
subject to a Risk of Sexual Harm Order or a Child Abduction Warning Notice (or any register, order or notice succeeding these) to use or visit the Park.

4.    You agree that if you or any of your family members or visitors or guests whom you have invited to the Park break the behaviour standards listed above then we may terminate your Booking.

5.    We use CCTV on our Parks for crime prevention and safety purposes and calls to us may be recorded for quality and safety purposes.

Section 3 – Email to Away Senior Management

Following the email yesterday we have responded to the email as follows…..

“Following our circulating the email which you kindly shared with us yesterday, I felt it necessary that you see some of the feedback that has flooded into my inbox overnight which is self explanatory.

As the FBOA we have worked hard with owners and the management of the Bay to minimise yourselves being inundated with numerous complaints, but the level of feeling necessitates the sharing of the following with yourselves.

Would you be able to respond to the owners (via ourselves) in full (and therefore expand on the previous questions raised) so we can share with owners.

Best wishes

Anthony
FBOA Secretary

Message 1
As you are aware, by no means does this address or rectify the situation. In particular, the meadows development requires a number of other issues to be resolved.

Please can you ensure that these are taken up. I have also raised them on a personal level, as have many other owners of property in the meadows.

Message 2
Anthony for raising these issues however we feel we are just being fobbed off with trite responses that do not really address the issues. No mention of doing anything to ensure owners and guests get first option for swimming for example. Disappointed to say the least if that’s how much senior management care!

Message 3
Thank you for sharing.. Not sure if I missed it but is there any mention of their cheap pricing on the properties they let out, devaluing the site and private let properties..
Re them saying the facilities are priced in accordance with other venues around the area, this isn’t the case. The JPJ is expensive, and from my experience my guests and visitors only ever visit once as they feel ‘ripped off’.. The menu is somewhat underwhelming too, and doesn’t represent value for money,
They’ve admitted to one month without window cleaning. My windows haven’t been cleaned in 12 months and I’m sure I’m not the only one. The Bay management need to monitor this to ensure we are getting what we pay for.
The pool situation with guests and owners being unable to use it for outsiders is ridiculous, and they need to sort this..
Overall I’m not impressed with Away or their management of the site.. Having said that, thank you Anthony for your continued efforts of banging our combined drum, I hope they get a grip and respect our investment and concerns regarding these shortfalls.

Message 4
Thanks for your efforts Anthony. The response I wasnt too happy with was leaving the poolside repairs til winter, it looks awful for guests, is a trip hazard and is unhygienic….. they need forward planning instead of waiting til things look shabby

Message 5
First of all I am angry on behalf of the FBOA volunteers who have worked so hard to make this happen and this is the answer we get. If only Away worked as hard! The security reply is shameful, so too is the football weekend.
We are all too aware that our lease and their breaches doesn’t seem to have any clout. However the one thing that IS written in stone is that of window cleaning. Their reply blatantly admits a breach. I want a refund for the failure to deliver.

Message 6
With reference to the security/emergency contacts, this just doesn’t work, as this is what they are doing at present.
How can they demonstrate the proper management and security of the village (as per the lease) with no appointed person in place during the day patrolling the village. They cannot manage site rules etc, if they are not actively patrolling? Most of the rules are breached during the day, parking, ball games etc.
It is clear in the lease they are responsible for the proper management and security of the village
Just a point about the lodge, the finish on the outside (wooden boards) doesn’t reflect the planning I believe? Should this be pointed out to them, or are they intending to re-clad the lodge, with the same Cedral cladding, colours etc?

Message 7
The standards of accommodation we will only ever know after another damning TA review.

It would have been nice for them to acknowledge that we are a holiday village not a caravan site with a fleet of properties especially as some of the properties on the bay are worth £400000+

It would have been reassuring if they had confirmed that privately owned properties would not be let out until they had been upgraded to a good standard.  There was no mention of the quality of the cleaning.  This is the root of a lot of the issues and will in turn lead to bigger issues if not checked.  We need to be assured that they have some kind of quality assurance that signs off properties before being allowed to be occupied.

The Sleepers response is quite worrying.  I think that they need to be seen to be doing something proactive     Was the recent accident reported to the HSE?

No response about the owners and guests from Bay being denied access in preference to outside visitors to the pool.  We must push them to make it fairer for people from The Bay to have priority.

With regard the May booking.  This is clearly going to be a potential flare point.  I fear from the response that if things do go the same way they did last year they will be quite rightly bombarded with complaints from owners.  I think that they may be burying their heads on this one.  We need a clear indication that the site rules would be issued to all guests arriving and circulated amongst private owners who let out.  If guests are not told what the site rules are; how can they be expected to follow them.  I think that is critical if they are going to ensure a smooth weekend.  Not to mention the upholding of the rules the rest of the time.

Hopefully, the meadows road will be sorted.

Message 8
Thanks for sharing. It’s an underwhelming response. Do you think they run their other sites like this? I’m coming to the conclusion they don’t want to retain The Bay.

Section 4 – Original Response from Away

As you are aware we raised several serious / important issues with Away Senior Management Team – the response we have had is in full below:

Good afternoon,

Thank you for the emails sent highlighting some concerns relating to standards at The Bay Filey, your patience whilst I collated some information is appreciated.

We have recruited a new Accommodation Manager who has a wealth of experience in this field, along with the arrival of our New Guest Experience Manager who has experience in accommodation management. Introductions will be posted on to The Bay Filey Third Place Social page shortly.
I will respond in no particular order but hope to cover all areas of concerns.

• Standards of letting units:
  • All hire fleet accommodation has been reviewed, with some being painted and decorated with the replacement of new furnishings and beds.
  • Private owners who sublet through AWR are being contacted following re-inspection of their units.
  • The window cleaning visits The Bay on a monthly basis, however, did not attend in February due to the inclement weather.
  • The properties with rendering will be either cleaned or painted following a test on a fleet unit.

• Security/Emergency contacts:
  • As per the Site licence SIA badged security is not required and therefore the resort is covered by night wardens.
  • These wardens work between the hours of 7.pm – 6.am.
  • The hours between Guest Services closing and the Wardens arriving is covering by the various other departments who are operational, including the team in the John Paul Jones and the Leisure Centre.
  • The hours between 6.am – 9.am, cover is being addressed.

• Venue:
  • The prices within the venue are in-line with our competitors. As owners’ various discounts are being made available throughout the season.
  • Pool table – the arcade is operated by a 3^rd party but a request to re-cover the table has been made. We hope this will be completed when they next visit.

• Swimming Pool & Leisure area:
  • Refurbishment of Ladies changing room & showers has been completed.
  • The air-handling unit will be completed after the Whitsun break, with the floor being a winter project.
  • The bather numbers over the Easter period were low with those with Gym memberships using either early morning or later in the day.
  • The pool opening hours are governed by the team that we have employed as there are strict rules around time spent on pool side and the number required. The Bay Filey is located in an area with many holiday parks all pulling team from the same areas.
  • The accessibility of booking through the Leisure Centre is being reviewed with our IT department to see if a separate line can be provided

• Group bookings:
  • The football group due in May are providing their own security with the resort also providing an additional night Warden.

• The Meadows Road:
  • This has been signed off, but we are awaiting for the additional base to be built for the lodge delivered last year. A meeting is due to be held early next week to discuss the schedule. The dates will be shared once we have the details.
  • Gate will be repaired once the road has been competed to ensure that we do not have issues with the levels
  • French drains to be installed to help with the drainage in this area.
  • Signage & stickers have been requested to ask visiting guests not to park on the grass areas.

• Roofs with water ingress:
  • Work has commenced on these roofs. Please check with Guest Services to ensure your property is included if you have an issue.
• Sleepers:
• This has been raised with our Health & Safety Department.

We are currently recruiting for a replacement General Manager but in the meantime Stacey is available for any concerns you may have

Best wishes

Anthony