My complaint:
We book a weekend brake at white acres in Cornwall on the 23rd of Sept till 26th Sept, on arrival we went to the caravan 112, having spoken to the team before hand and requested the van we had the year before, number 15. The 112 van was most defiantly not of the same standard and had not been cleaned, this was on the road thought unlike the no 15, as we had our grandsons with us this was not great, while my husband took the boys for food, I spoke to reception staff explained my disappointment and issue at that time, the lady said that she was sorry looked into it and said that we had been booked to have no 15, but somehow the computer have moved us by itself to 112, and there was nothing she could do, she then said that we had over paid for the van we were in, offered to send someone in at some point to RECLEAN – to clean would of been better, I was so cross I told her I would do it myself.
While I was doing this, I found Broken glass left in cupboard rubbish under beds and table and windows and mirrors dirty. the balcony furniture was also broken and unable to be used, This I reported to the reception staff the following day, was told that the balcony furniture would be replaced for us. (This never happened). We went to take the boys swimming and it was closed – not great, so we decided to take to play crazy golf (on site) went to get clubs, balls etc to be told that this also was closed and would not be open due to it being vandalised, I fully understand this however with everything else I was not happy, and the boys needed entertaining.
The idea of spending our time in a holiday park is so that you park the car and enjoy the faculties on site. THIS WAS NOT THE CASE FOR THE WHOLE WEEKEND, so come to Sunday we had had enough and left to come home. Unhappy, Disappointed, and very cross about the whole experience.
I have been in touch with the site and a lady called Emma emailed me offering 20% refund, I explained that this was not acceptable and almost an insult taking the whole mess into account. I requested it was looked into again and to this there was no reply for over a week. So, I have resent another email say that I felt we were being ignored. We now feel that this should be looked at in full and that a better offer should be made. I have expressed that I am happy to take it to the complaint’s bureau and or the CEO Steve Richards.
I Have tried to contact the customer service department off and, on all week, and the telephone line is always engaged, so this is adding salt to sore wounds.
My Booking reference was 3624198.
Please do you think someone will look at this complaint and deal with it asap.
Kind regards
Mrs A Yates
Suggested solution:
I would like to have some compensation for the whole disappointing weekend. Be that a refund or free weekend next year early or late season in the van requested number 15. and I would like this resolved within the week,
