My complaint:
What an absolute disgrace the manager of this park is!
We arrived on Valentine’s Day. My family of 9 in 2 caravans.
Things were a bit grubby but we could deal with these problems. We went to go to bed on Monday only to find the bed not made properly. As I had to remake the bed, I found that the mattress had no protector on it and was covered in stains and damp mould. I decided I would sleep on the pull out sofa bed and deal with it in the morning. Unfortunately as I moved the coffee table, I ended up with some crusty chewing gum stuck to my finger. So gross. I open the sofa to discover so much dirt and crumbs, also broken glass and screws. I was annoyed by this point so I went to get assistance at 10.30. The security guys Craig and Adam, brought me a brand new mattress and put the old one on the decking outside. They also brought us fresh bedding.
Tuesday morning 8.30 I complained to reception and asked for the mattress to be removed and pointed out a few other issues. They said it would be resolved within the hour. We went out for the morning and returned for lunch to the mattress still there. I went back down to reception and complained again. The person I spoke to was rude and condescending and told me to go and wait for a housekeeper and show them where I would like cleaning. The maintenance man came to ‘bodge the window shut’ because it’s broken and needs to be replaced. The housekeeper never came. 5.30 and my partner went down to complain and the response was “oh this mattress is doing my head in”.
What an absolute joke. The mattress was removed about 7. Tuesday night, my granddaughter became very unwell coughing and being sick. I took her into the lounge where she calmed down so we slept on the couch.
Wednesday I went looking for the smell of damp that was making the baby sick and I found soo much mould. In the wardrobe right in front of where the baby was sleeping. I complained and was met with rudeness again. The cleaners came and bleached all the walls but decided to put the mouldy drawer unit back into the wardrobe. We came back later in the afternoon to an overwhelming smell of chemical and damp. I noticed the mouldy drawers so I removed them myself and in the process, ruined my outfit with bleach. By this point I was fuming. They sent the head housekeeper up to the van who was very apologetic but could not fix the damage already done to our health or our belongings.
I was offered £80 vouchers to use in the bar that was under stocked with bar staff that clearly have never served a drink professionally before.
I gave the vouchers back as this was not acceptable to me.
Thursday I dared look at the over head unit and discovered that that was also riddled in mould.
We were made to sleep in damp conditions for 4 night and the staff did not care.
I was promised a £60 refund for my clothing (the outfit cost 85). I said I would accept this as I didn’t want to deal with them any more. This was 3 weeks a ago and I have still had no refund. The company have offered me 10% off of my next holiday with them.
I have spent 3 weeks trying to speak to someone and get an actual reasonable response from this company but they don’t seem to care. They ruined our holiday, my daughters birthday and they made 3 people including a baby sick.
What kind of family friendly company is this?
Suggested solution:
I want at least my caravan refunded and my clothes reimbursed. I also feel we are entitled to some compensation for this
