Parkdean Resorts complaint: Appalling Holiday

The worst caravan holiday my family and I have ever been on. We used to holiday in Bryn Owen years ago when the children were just babies, and we decided to return this year for a much needed break for my daughters birthday.
We arrived on Monday to the dirtiest smelliest caravan we’ve ever set foot in. How on earth they felt that it was fit for purpose, let alone suitable for children to sleep there I have no idea.
When we first stepped into the caravan the overwhelming smell of dog knocked us physically sick, to the point my daughter and I had to stand outside as we were heaving.
The caravan was absolutely filthy. There was food sand visible along the sofa, most of the walls were dirty in each room, questionable marks to the walls to the side of the children’s beds were visible. The fridge was dirty inside and out. Floors were dirty, door mat was covered in dog hair filthy. The smell of dog was so strong throughout – as none-pet owners this is very off-putting. No amount of plug ins or air fresheners could mask the smell. Cigarette stumps surrounded the caravan steps. I am by no means a snob but considering the current climate with a pandemic still in full swing the cleanliness was extremely concerning. My eldest daughter was in tears within minutes. She is undergoing assessments for autism at present really struggles with situations like this, and is not good with spaces that are not visibly clean -including restaurant tables floors- which again we’re not clean when we visited the on site restaurant.
We immediately called reception as we couldn’t physically stand in the caravan for the smell let alone move any of our belongings in there. We waited 30-40mins for them to send a team to clean it. We begged for them to move us – I was willing to pay double if I had to if It meant we could move caravans and prevent any more upset and distress for my family. We already paid £500 for this holiday – I was willing to do anything to move.
The team they sent did spend a good hour cleaning the caravan which was to better standards, however we struggled to spend much time on the caravan over the week- when we had planned to have a really chilled week this wasn’t ideal. We rarely ate in the caravan unless we had to due to the smell being so off putting. My eldest daughter struggled to sleep every night due to feeling so uneasy. On numerous occasions we were on the verge of leaving to go home – I feel if It wasn’t her birthday we would have done so.
The team kindly gave us vouchers for food and drink for our first night however over the week things just got worse.
The Tuesday morning we were awoken at 8.20am by grass cutters. I fully understand they have a park to maintain however I feel that the timing of this task was really unnecessary.
I work hard as a nurse especially over the last 18months and my partner as an engineer, and both have to get up early daily for work. We were really looking forward to a week of not having to do this, however this didn’t happen and it was very frustrating.
There were multiple issues we found. From little things to there not being a brush available to maintain the caravan – sweep the floors, to broken elements in the caravan.
The radiator in the main bedroom rarely worked which meant waking up in a cold damp room most mornings.
The toilet seat was broken became completely loose towards the end of the week which made it difficult to use.
The shower holder was broken and continually fell off. It did so one day on my partners head causing him injury. Luckily this didn’t happen to one of the children but still it’s not acceptable.
It seemed to be a chain of disaster and disappointment from the minute we arrived and it has put us off ever returning to the park.
I visited here every year as a child with my parents and have so many lovely memories. It’s really awful to have has such a negative experience this time round.