Pop-Up Hotel at Calshot apologises to fuming customers who branded the site a 'shambles'

THE founder of an exclusive glamping site on the edge of the New Forest charging thousands of pounds for family stays has apologised after it was branded a “shambles” in a deluge of complaints.

Visitors to the Pop-Up Hotel at Calshot – where prices can hit £2,599 for a three-night stay for four in a sea-view safari suite – were left so angry they demanded refunds. One even said they had launched a county court claim.

The site, off Jack Maynard Road, opened on 9th July and is planned to be there until 30th August.

It had boasted on its website of being an “exclusive” location with top-of-the-range facilities, water sports, yoga and massage, as well as access to a private beach, bar and restaurant.

Complaints included the restaurant being shut at 5pm, the site being a “muddy field”, and guests being hit by a series of power cuts.

The problems emerged after the site was granted a licence to sell alcohol from 11am-11pm by New Forest District Council, despite objections from local councillor Alexis McEvoy.

This week, founder Mark Sorrill issued a pre-emptive statement on the Pop-Up Hotel’s Instagram page, saying: “We feel it is important to update all guests, both past and future, on some areas of the experience we are offering where we know we have very regretfully fallen short of our own high standards and failed to meet expectations.

“Firstly we are very sorry.”

It went on to explain the site faced “unforeseen challenges” such as recruitment shortages which had led the restaurant to operate a “streamlined menu” and no room service. It invited guests to bring snacks and drinks to their own rooms.

That prompted a slew of angry replies from visitors, with some people who had booked suggesting they would cancel.

One man said: “Our tent was £1,400 before food for three nights. We left after two nights.

“Would have left on the second day but had a pre-dinner drink at 5pm then they closed the restaurant. We were stranded and needed to feed four kids under four.

“Had a second booking placed before our first stay for two weeks’ time. Thinking we will not be seeing any value in the £500 a day for the next trip either.”

Another claimed it was “not worth the money at all”, adding it was a “basic tent with food and toilets but no festival” and described the site as “a rundown muddy field”.

She went on: “We are with friends which makes it better, but think I’d have rather spent the money on a hotel with a nice toilet and bath!”

A third called the site a “shambles” and accused the business of treating customers with “contempt”.

A Daily Telegraph reviewer said a series of power outages disrupted her stay and led to the “exasperating” cancellation of an evening meal.

Her assessment mused on how “tricky” it was to pull off a luxury glamping business in the UK.

In a statement to the A&T responding to the complaints, Mr Sorrill said: “The comments we’ve received on social media are obviously very regrettable, and we are sorry that guests have had cause to leave negative feedback.

“Nobody is more disappointed than me or my team that we have fallen short of expectations.”

However, he declined to address the specific issues or complaints.

“There are many reasons and circumstances, most of which are outside our control, which have combined to hamper us,” he said.

“However, rather than present what could be seen as excuses, we would rather speak to guests and try to seek a satisfactory outcome.

“That is what we have been doing and will continue to do, alongside working to ensure future guests have a great break.

“Guests, both past and future, can contact us on enquiries@thepopuphotel.com and we will respond as soon as we can.”