Parkdean Resorts complaint: Booking ref 8966993

BOOKING REF: 8966993 – MR AND MRS GREEN AND FAMILY – EYEMOUTH HOLIDAY PARK
MELROSE PLUS CARAVAN E11

I am writing with regard to my recent visit to Eyemouth Holiday Park – ( Friday 13 Aug to Monday 15 Aug 2021) and my concerns over the visit. Firstly I had booked a Melrose plus caravan as it was for 4 adults and 2 children (ages 2 and 7) and on arrival was disappointed that there was no decking area on the caravan and when booking the picture shows a caravan with decking, one of the reasons for booking with having children and especially a 2 year old. We booked the Melrose plus as i believed it would be bigger (ie sleeps 8) and seeing as there was 6 of us expected to have the extra space.
On arrival on site approx 3.40 pm was told at reception it could be ready and to go and check, got there and 1 cleaning lady had just arrived to make a start on the caravan, we went back to ask for a caravan with a decking area and was told the site was full as everyone was on “staycation”. I did reiterate that I was disappointed for what we had paid to the lady that came round later and asked was everything ok? She also agreed that the caravan was small and there were not many caravans with outside decking.
We walked to the bar to pass the time, we went back at 4.30 (check in is 4.00 pm) to find 3 cleaners rushing to get it cleaned. They left in a rush and the floors were soaking wet. The reason for late check-ins these days is so that you have longer to deep clean because of COVID and for the safety of all. That was no time at all to clean this caravan. I took it upon myself to wipe down all services with antibacterial wipes proving very dirty surfaces. (picture attached).
I am going to list things that were not really acceptable.
1. Could not check in at 4.00
2. Had to wipe down all surfaces with anti-bacterial wipes
3. Shelf in fridge door broken – my bottle of wine had fell out and spilled
4. One of the gas burners did not work
5. Inside clothes drawers dusty and dirty so did not use – left clothes in case.
6. Toilet seat – yellow
7. Having no decking area so my 2 year old could get outside safely – for the price paid this should have been standard or pointed out at booking.
8. We had a pet free caravan (because of allergies) and both mornings a dog had fouled outside our door. I appreciate that would not be your fault, however i understand all dogs should be on leads at all times but for someone to allow their dog to do this and walk away is beyond me. This could have been stepped in by the children, maybe there should be signs up to remind pet owners to pick up after them.
We were also on staycation like many others and the last 18 months have been bad for everyone. I appreciate due to these difficult times check in has to be late and checkout has to be early but in our case this was not deep cleaned but probably had been lying empty since 10 am that morning.
The amount we had paid for a 3 night break, which when it boils down you get a few hours the first evening and 2 full days – this is extortionate, and with so many things not right i felt i just had to get on with it as i would be have been back and forth at reception numerous times and we were actually not there very long.
Due to the above and the £700 i have paid i am looking at some kind of refundcompensation.
Regards
Mrs Jane Green