My complaint:
Dears Sirs,
Our Booking Number: 8178967
Arrived on Monday 24th May 2021 and checked out Friday 10am 28th May 2021.
Lodge 9 The Meadows.
I am writing to inform you of the recent poor experience we encountered at your Southview Holiday Park in Skegness.
Firstly, I will start with pointing out that this was our first family holiday as a four with our two boys and would like to point out the some of positives we experienced.
The club house and trouper team, Starland Krew, the activity team and the restaurant staff naming in particular individuals such as; Coral who was in the restaurant, the craft sessions with Jordan and Mido helping our 3 year old on activity courses we booked.
However, the disappointing and bad experiences fall between Tuesday 25th May – Thursday 27th May.
Firstly we reported loud disturbance from early afternoon on Tuesday to Louise at reception. The loud noises and disturbances lasted until 4am with the lodge behind us, this included extremely loud music, consistent and banging shouting, a lot of screaming, bottles of beers thrown around and a lot more sadly to add. This lasted until we checked out on Friday sadly.
We told Security from the number on the key and every time they came the music would go lower for 10 mins and back up to a very loud noise that felt like our lodge was rocking and our boys could not sleep because of it and felt very scared.
Moving into Thursday morning – it was the first day we had a bit of sunshine In the morning, so we planned to sit out on the balcony with our sons and enjoy breakfast on the balcony, whilst over looking the lovely lake and boys watching the ducks. Sadly, I was preparing breakfast and our 3 year old getting extremely excited, around 10am we heard a blast at the window and frightened my son. Without out any warning whatsoever we had two men jet washing and spraying cleaning product all over the lodge, stairs, balcony area where we were setting up for breakfast and the surrounding area of the lodge was covered in what can only described as slippery cleaning products and algae so we had to shut to the doors and windows as the whole the area was a sadly a complete safety hazard to anybody walking around the lodge. I asked what the two men were doing. and they responding “cleaning the lodge what does it look like”? I was too shocked to respond to this, so as an unhappy family we got our 3 year old and 3 month ready as quickly as we can to have breakfast at the Boathouse restaurant. It was a challenge getting to the Boathouse for the cut off time of 11.30am as our little ones were in a panic due to the jet washing and sadly shook up. But got out as quickly as we could and made breakfast at the Boathouse where Coral was understanding of the situation and just about breakfast.
After breakfast at the Boathouse, playing in the arcade and park we decided to go back to the lodge, this was now at 1.45pm (attached photos!) the two men were still there jet washing the lodge.
We asked the two men if we could park back at the lodge, so that we could go inside the lodge. We were treating with a disgruntled response, head shakes and felt quite intimated. They moved their truck and equipment and we had to carry our boys into the door as it was full of water everywhere. They finished at 2.30pm. 3 and half hours it taken them to clean the lodge and as it wasn’t a warm day (11c degrees) it was not going to dry in any time soon.
So we left the site for a for two hours before returning to the club house for our 3 year old to see what Krew member was on stage at 5.30pm. We felt like we had really cheated out of whole day here!
I informed Louise again the assistant manager onsite, I felt like my whole complaint to her had since fell on deaf ears and as it did on the day and there were no notes taken, just “we will look into this for”. As I walked out I said you haven’t taken any notes at all, do you remember my lodge name or surname and she replied with “sorry can you tell me again?”.
The following day I reported both complaints of the noise disturbance and the jet washing to Georgia and she was pleasant and informed me that we would receive a call from Louise this week on the matters and since have received no calls. We are very patient as a family but we have waited over a week now since we promised call from Louise or anybody at Parkdean. We have booked many Park Dean resort trips previously but we felt this holiday and experience had cheated us out a long awaited deserving family holiday as a four for the first time.
If somebody can please come back to at your earliest I would appreciate it.
Thanks
Chris
Chris O’Brien :: Business Development Manager
t. 01675 466 477 :: m. 07960 003 329 :: ::
Suggested solution:
Refund!
