We didn't arrive until just after 8.30pm. We had only just bought our motorhome and joined the Caravan Club the day before, so didn't know the process or what to expect. We never received any email or instructions about what to do on arrival and couldn't contact the site, as we could not find a phone number or email for them. We were then told by a member of staff who came out to us that we would have to sleep in the car park as we were a late arrival. We were positioned next to the bins and under a spotlight which was on all night so we were unable to sleep. We were next to a fence and the cars in the car park and the busy main road. He said to us on departing that he could not contact us, as he doesn't do emails. He then told us to come to the office at 9am the next day and he would see if he had availability for the following night. Why on earth would anyone pay for another night after being made to sleep in the car park which cost £41 when the council car park 5 minutes away is free and would have been more peaceful? We left at 7am as we were unable to use any of the facilities like the showers, toilets and waste disposal that we had paid for and had very little sleep. This was our anniversary present to ourselves and we couldn't have had a more disappointing or unnecessarily upsetting night. We will never return.

Comment from the Club:

Thank you for your review. We are sorry to learn you were unhappy with the service received from our Site Staff. Our Site Staff are the face of the Club and providing excellent customer service is something that we always strive for. Unfortunately on this occasion you arrived after our site office had closed for the night. When our members book a Club Campsite, we ask everyone to read the Important Information section and then tick to confirm they agree (or if members book via a Club campsite or Call Centre, this will be read out to them:

Important information
Please observe the earliest arrival time of 13.00

Ahead of your arrival on site, please check camc.com/beforeyoutravel where you will find key information about roadworks or diversions and any site works that may be underway.

We ask you to check in by 8pm. If on the day of travel you think you may arrive after 8pm due to delays en route, please call the site staff who will advise if we have space for you in the late night arrivals area. Late night arrivals areas should only be used when agreed in advance with site staff.

This information is also printed on your booking confirmation document which is emailed to members very soon after confirming a booking.

Unfortunately as you arrived after 8.30pm, the site office will have been shut and the site team would have been on their rest-period/down-time and only available in an urgent critical emergency.

We hope this clears up any confusion and will be useful for future visits.