My complaint:
I was shocked and upset when you cancelled this holiday on 15th a pril.21 without any forewarning! We had booked this earlier in the year with Sun hols.I paid £60 to the Sun leaving £16 owing for service charge for 4 nights.(we did not want any other optional extras). I should have paid this sum by end march, but as our 2nd Covid jab was imminent,I wanted to wait and make sure we were ok ( We are in our 80s, my husband is 88 ! ) and there could be complications. I intendeds to pay the £16 that week.We had received no reminder from you and CERTAINLY no warning. Imagine our shock when I received email saying you had cancelled our holiday. So terribly Unfair!!
I tried to phone the next day- and the next – waiting in a queue of 18 people eventually was cut off..I got on to the park and a very helpful lady said she would try to speak to you. She eventually admitted defeat-she could not contact you either ! I then received an email saying my rebook ‘ had been rejected’ ! I eventually managed to make contact, and the lady I spoke to said all hols. in Romney sands and the surrounding area were fully booked for june and the rest of the summer.All she could offer was a date in may – we were unable to go in may! She also offered me a caravan for £169 extra- but could not even deduct the original £60 to help payment !
So I lose my £60 and a holiday we were looking forward to, for the sake of £16 ! This is UNJUST and UNFAIR. We have taken many caravan holidays over the years and never before had cause to complain!
Suggested solution:
We have another trip booked with you at Thorness Bay on the 27th sept.. We have already paid the Sun, but think the least you could do is delete the mandatory service charge of £30( entertainment passes are included and we dont need bedlinen) !
