THE owner of a glamping company with a site in Dorset has said they are “truly sorry” following large numbers of complaints.

Cloud Nine Glamping, a luxury camping holiday company with sites in Dorset, Norfolk and the Cotswolds, has come under fire in recent days after customers complained about site conditions.

Some holidaymakers pay up to £2,000 to stay at the site on St Giles House, Wimborne, which was described by one customer as a “hell hole”.

Criticisms were primarily lobbied at a lack of hot water, dirty showers, events being cancelled at short notice and a poorly stocked on-site shop.

Responding to the criticism, company director Suzanne Bayliss said: “Since opening our three Cloud Nine glamping sites two weeks ago, we have faced some unexpected challenges that have impacted on our guests’ experience.

“I am truly sorry that we haven’t been able to provide all our guests with the high-quality experience that we pride ourselves on. I wish to apologise to everyone who has been disappointed.

“Our team has been working hard to address the issues and we have made changes to a number of our processes and procedures that are already improving the quality of our offering at all three sites. These changes include improvements to check-in and changeover procedures, and proactively hiring more team members to cover staff absences.”

Ms Bayliss added that they will be contacting all guests who have visited since opening to express their apologies and ensured that everyone who has pre-booked for a cancelled activity will be refunded.

In a separate statement, Cloud Nine said: “We have increased the size of our team so that we can prioritise getting up to date on all outstanding messages.

“Thank you for your patience and please bear with us.”

However, some customers expressed pleasure with their glamping experience. One customer said: “Here in Dorset right now. Don’t be put off. We are loving it so far. Honestly the most amazing atmosphere and kids so far loving it.

“Tents lovely are lovely, clean and warm. It’s really great.”

Another said: “We had a fab weekend at the Dorset site – hats off to all the staff."