Complaint: Dirty Lodge on arrival

on 01 September 2020 about Parkdean Resorts in category Travel

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My complaint:

The booking name was Hall and date of arrival 28th August.
On arrival the cleaner was still in our lodge, this was not a problem as we waited outside taking in the views.
On entry into the lodge apart from the carpet and bathrooms it was dirty, splash marks down the kitchen cupboard doors, food and hand marks on the couch and chair which were sticky, sticky and dirty dining room table, stains in the fridge. I called reception and they sent someone down to have a look, we asked for cleaning material so we could clean the lodge and in total waited 2 hours for this. The stay was for myself, my two children and parents, my mother had actually been shielding and this was her first time out since March. Understandably after reading your website with regards to covid measures my mothers mind was put at ease. However this did spoil the weekend for her as she could not relax. I have taken a couple of photos enclosed below. Given the fact that we paid £589 for 3 nights we were extremely disappointed in this. In addition to this when checking out I was simply told just to hand the key over and not asked anything about how my stay had been. Unfortunately I work for a cleaning and hygiene supplier so firstly to enter a premises at any time never mind during covid to what we walked into is unacceptable and secondly the chemicals used which are Diversey were not labelled correctly on the trigger sprays, there was no wipe and throw process in place so the same cloths were used on numerous surfaces. I have personally spoken with Diversey due to my strong working relationship with them and asked that they contact you to discuss this matter with you and your supplier Brakes as a matter of urgency. I have stayed on site on 3 occasions and I would come back and visit again as once rectified we all felt more settled and we love the setting of the park.

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Justified complaint?

Suggested solution:

Please take action on the cleaning practices of each lodgecaravan and high touch points, Covid is proven to live on surfaces for up to 72 hours, the turn around for guests leaving is 6 hours maximum if cleaning continues in this way I worry about the safety of guests visiting. I understand the park is very busy and cleaning staff face the challenge of limited cleaning time per caravanlodge but given the current climate. I feel extremely passionate about the Cleaning Hygiene sector as I have witnessed this first hand during lockdown supporting the NHS, Care Sector, police and fire.

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