Parkdean Resorts complaint: Difficulty getting an activity refund

We came on holiday to Highfield grove holiday park on Friday 6th August. Our daughters activity hover boarding was cancelled Saturday 7th Aug at 11am due due to the weather (raining) no phone call was made and no refund offered. When asked about the refund Harry in the swimming pool said because I had booked online I had to go online to get a refund.

After trying to work this out online, there was nowhere to put a refund. I gave up and went into the main reception area and asked where I needed to get a refund from. The receptionist said they couldn’t do the refund and that I had to phone head office. After trying a number of times to get through to head office I wasn’t able to speak to anyone therefore I left a voicemail. Surprise surprise nobody called me back.

2 days after no luck I finally got through to customer services (after being on hold for 25 mins) I was told the refund could not be done via head office it had to be done through Highfield holiday park as they were the ones who cancelled the booking.

Off I went to the main reception to speak about my phone call with HO the receptionist explained she couldn’t do the refund and it had to be at the swimming pool. I’d explained they had already refused a refund.

The receptionist phoned me a couple of hours later to tell me Sophie (manager of the Swimming) would be able to do my refund.

I head down to the swimming pool to find Sophie the manager was not there and the other staff could not do the refund, baring in mind this has now taken up 2 days of my holiday, plus the stress of it all!!!
I went back to main reception to speak to the manager there, surprise surprise the manager was not there!!!