We are amazed by the extent of this complaint - may I add, the first since we opened, albeit just a brief 11 months ago. We have enjoyed the company of caravans, motorhomes and tents during this time, with only positive feedback. We have however never received a 7.0m plus caravan pulled by a car which was far in excess of 3.0m. We recognized that the driver had obviously experienced a problem that may have always been there and immediately contacted the Camping and Caravanning Club on Monday morning with a view to amending our details. This was prior to this rather unexpected and somewhat malicious written assault on our honesty and integrity and the quality of the site received from yourselves late last evening. We can only address such a complaint as these two ladies have written ..... 
 
The site is described as "suitable for caravans and with a variety of facilities"..........."totally unsuited for caravans" Caravans and motorhomes have used our site and, although we have received no complaints in any form, we do recognize that perhaps such large caravans may have a problem. We have amended our details to suit. The site, like many we have visited, is a small Certificated Site, tucked away in the Wye Valley hills. The only 'variety' of facilities we have is a unisex toilet, a chemical disposal point, drinking water and one electric hook-up.  
 
"totally ruined weekend"....this may well have been true, and for which we profusely apologized. We were, unfortunately not on site when the couple arrived, which obviously had not helped the situation (we do not make it our policy to remain on site 24 hours and 365 days of the year). There was no on-site guidance or advice, again, for which we apologized. 
 
"misleading information"........we are sure that the C&C Club are perhaps a little more experienced than we are in such descriptive matters. We have not gone out of our way to encourage such problems or mislead people, and, if there is such an access problem, then we will attempt to address it.  
 
"very steep and narrow roadway".........the couple came from the A466 through Whitebrook, which can be somewhat tortuous with a 7.0 m plus caravan, dependent upon the time of day and traffic (although always light). We have since amended the details. 
 
"misleading information"...I am sure the complainants do not really mean this - perhaps misinterpreted information? 
 
"entrance off the narrow lane...insufficient to enable a towing vehicle to swing in...". The access radii are within the guidelines published by Ministry of Transport publication 'Roads in Urban Areas'. Again, we recognize that such a vehicle (more than 3.0m long) and caravan (probably a total in XS of 12/13.0m) may have experienced problems. The site has been visited and used by probably more experienced drivers, driving cars, vans, trailers and lorries (even 10+ wheelers) delivering materials during and after completion etc with no problems. But we are amending our details. 
 
"further steep incline on loose gravel" - the incline is not what I would call steep and the surface is compacted levels of scalpings and local stone (depth in XS of 320mm). 
 
. We certainly did NOT deliberately or carefully hide such things by the use of photos on our website!! The field is really nice AND gently sloping. 
 
"no hook-ups....no working toilet facilities" The only available hook-up was in an area which the driver was unable to access. We offered the couple an extension lead from the cottage along the access road to where they were parked. The toilet is a very well-serviced 'portaloo'.  
 
We are sorry if the experience was stressful and traumatic. It was not intended. We have not gone out of our way to mislead people but have amended some of our details to address any possible further problems. We will not be changing the composition of the access road nor its access from the lane, but will slowly change (improve) the level of facilities.