Parkdean Resorts complaint: Accommodation

Re: Booking Reference: 8843464

We recently had a week at your Southview Holiday Park in Skegness (August 16 to 23). We stayed in lodge (Sunset 32) that was designed for an occupancy of 8 although there were only 5 of us (3 adults and 2 children). We had a courtesy visit from housekeeping within a few hours and in line with our first impressions we said that the accommodation was worth a 9 out of 10. The lodge was of a high standard and was clean and tidy. However, after a few days the following issues reduced the score to the 7 out of 10 that we rated the holiday (on the requested review). On balance we did have a good stay but we think that the rating could have been higher if some attention was to be given to some of the following points:
1. Given both the safety aspects of using gas for cooking in a van and an ability to utilise all of the functionality of the appliances (hob, oven, microwave, dish washer, tv and fire) we were very surprised that there were no user guides in the lodge what so ever. We did try using the internet to get some for the microwave and oven but you needed a model number which was not obviously on display. The first time we used the oven we didn’t even know it was gas heated and it was only due to the kindness of our next-door fellow guest did we manage to get in hot. We tried calling reception but it was after 6:00pm so we left a message. A maintenance man did visit us a little later (having picked up the message (which was good)) but he couldn’t help with the lack of user guides. TV appeared quite expensive so it is a shame that we couldn’t use it to its full potential.
2. Only having one set of keys was a great inconvenience and whilst reception and the maintenance man tried to locate a spare set none could be located it seemed.
3. Bearing in mind the lodge had the potential to hold 8 people there was not enough table ware especially tumblers, plates and mugs which we probably could have requested from housekeeping, but we decided not to. Plus, with 2 toilets we were surprised that there were no toilet brushes. Doesn’t anyone check these things?
4. There were a number of pathstreet lights not working so whilst walking back late evening was not always possible to avoid some of the many tripping potentials.
5. Whilst walking to the swimming pool our granddaughter trod on a round manhole cover which (due to poor maintenance and broken edging) collapsed and she bruised both of her legs and cut her toe and she had to miss her swimming session and the aqua jet activity which our son had paid for. When reported to reception their only comment was “poor thing” and they would get someone to repair the manhole. We saw no evidence of any repair when we looked over the next few days. Hopefully your maintenance people will have a record the work they did. If the injuries had been more significant you probably would be hearing for our solicitors.
6. Very few (if any) of the staff wore any face masks and some of our party (our son and one granddaughter) have tested positive for Covid since we got home. All three of adult members have been pinged more than once highlighting that we had been in close contact with someone who has tested positive. Saturday 21 August seems to be the main date and the Show Bar, that night, was very crowded.
Not sure what I expect you to do about the above but I would like to have your reaction, response and what, if any, action you are going to take to improve the overall holiday experience.
As mentioned at the start of this note we did enjoy our holiday but it could have been so much better.
We have posted this complaint on Complain.biz BUT would have preferred a ability to send direct to Parkdean.