Parkdean Resorts complaint: HOLIDAY

We arrived at the holiday park on 030821. This was a delayed holiday due to the pandemic, having had to pay an adminstration fee to move the holiday and the difference in cost between the 2020 and 2021 price it had cost £1700 for a 1 week stay for our family of 6. This was a much needed holiday after working through the pandemic and was something the family was really looking forward to. We arrived at 7.30pm at our lodge, we parked the cars and walked through the gate onto the decking area. We noticed straight away that there was rubbish, cans, bottles, etc strewn all over the deck and by the hot tub. The decking was filthy and only 5 outside chairs were provided for a lodge that catered for 6 people. As we opened the door to enter the lodge we were hit with a strong smell of marujana, the smell was horrendous and was throughout the lodge. Our eldest daughter opened the drawers in what was going to be her room for the week and discovered marajuana residue. By this point we were absolutely disgusted that the lodge had been left for us to stay in this state. We then went to make a drink and discovered the kitchen was also filthy, from pots and pans to crockery and cutlery. The extractor hood over the cooker was hanging down with pieces of tape attatched to it as the clips seemed to be brocken. We spent 2 hours that evening stripping cupboards, drawers and washing sanitising everything and everywhere. Our 13 year old daughter cleaned the decking area and removed the rubbish from outside. After an awful evening tired from travelling and cleaning we then went to go to bed. The toilet in the ensuite bathroom would not flush luckily we were all able to use the toilet in the main bathroom. The following morning I went to reception and complained and advised it was totally unaccepatable to not only find the lodge filthy but that it was not in a good state of repair. The receptionist apologised and said she would speak to housekeeping and arrange a reclean of the lodge and speak to maintenance about the cooker extractor hood and the toilet. She also advised another outside chair would be sent over. We left the key with them and expected all the issues to be sorted out. When we collected the key later on the Tuesday and returned to the lodge the carpets had been hoovered and that was it. No full reclean had been done and no maintenance had been undertaken. The following morning I again went to reception and advised nothing had been fixed and that the lights in the main bedroom were also faulty and no additional outside chair had been brought round. Again apologies were made and a promise that maintenance would be round. Later that day they arrived, we were told the ensuite toilet flushing system was brocken and due to it’s age would mean the toilet would need to be replaced. That however could not be done as the lodge was sub letted and the owners would need to be spoken with prior to any work being undertaken. He apologised about the cooker extractor hood and advised one side was brocken and someone had tried to tape it up!! By this point we had simply had enough and didn’t bother going back to speak to reception. We felt very let down and that it was a waste of time speaking to reception.
The lodge was way below standard and clearly is in need of some improvements. To say we are dissapointed is an understament, Parkdean need to ensure cleaning and maintenance standards are met when families are being charged that amount of money! We do not believe that the lodge we stayed in had even been cleaned prior to our stay, bedding was dirty even bloodstains on some of it and the sign on the door stated do not enter not ready!! If Parkdean want evidence then we can provide plenty of photographs and the lodge we stayed in was no 14 Lakeside.