Parkdean Resorts complaint: Complaint regarding accomodation

Booking ref: 8473900

Dear Customer Services,

I am not going to try and call your number on your website as no one answers the phones when I call. Its very annoying when I am at work and I cannot hold on for ages trying to connect with someone.

I arrived home yesterday after a week at Pendine Sands, Parkdean Resort. I am very disappointed with our stay due to the uncomfortable bed and having really bad sleep the whole week. I reported this to a customer service staff member as I didn’t know where to go as we were so close to the clubhouse, this was where we saw someone who we thought would help us. All they told us was that everywhere was booked up and we could email customer services. Which I see on your website that there is no email address. This is the only email address I could find. I don’t have time to keep trying to call, as I have had many failed attempts to try and call, only to get a recorded message. I need someone to help me!

We arrived at our accommodation and that was fine, the location seemed better, as we wanted in park wifi, which last year was impossible to use as we were at the furthest end of the park. The accommodation was picking up good wifi, even though it was very slow. This really needs to be looked into, as its not what you pay for. Without the wifi, we would have no signal at all, and no access to work emails which I needed access to. The accommodation was modern, I think last years was better quality, but anyway, this was fine. The bedrooms are too small, but this we could deal with. The issue was the quality of the bed! It was soooooooooooo uncomfortable. The most awful nights sleeps I have ever experienced. I’m still tired now, even after a night’s sleep in my lovely bed at home! So our days out were hindered by feeling so exhausted. I had to stop myself from booking a hotel room. But I had spent enough money on this booking already to not have to go to that extreme. We spoke to a member of your customer services team in the clubhouse and wasn’t very impressed with the response of “the park is full and you will need to write to customer services”. So I left there feeling very disappointed. And me and my partner had to decide if we just leave early (this was on the first Saturday of our stay! – so lose a whole weeks holiday) and go home or just try and get on with it. Obviously I would not lose my weeks holiday which I had paid a lot of money for to you. But the issue was the sleeping. And it only got worse. We were waking up at 1-3 in the morning every day. And the sofas are not sleepable either! So we were screwed! We slept a normal nights sleep on the Friday I have to say, but this was only due to tiredness.

So what I am asking you is why the customer service let us down, what we can do about our booking next year (9020141) and if we will have to request cancellation. I am not happy at all. I want Pendine, as we love it there, if we had a comfy bed and could sleep then we would have had nothing but praise for the holiday. But am now really worried about next years holiday.
Can someone help me please with what can be done about our next visit. So something definitely needs to be done about me chosing the same accommodation as this year, I will not come back to that static caravan again. No way!

Look forward to hearing back from you.

Kind regards,
Mr Coke