Parkdean Resorts complaint: Parkdean admitted they were at fault but no full refund given

Sent the following complaint to Parkdean on 14062021:

Following our recent stay at Sandylands Saltcoats, I would like to make a complaint. I have had numerous emails from Parkdean wanting us to leave Feedback, but after careful consideration I thought it would be best emailing you instead of highlighting all the problems that we have had online.

Firstly, our weekend was booked using the Sun holiday codes. This was done on 02.04.2021, booking reference 257397 at a cost of £90.80. I received a ation email from Parkdean on 07.04.2021, booking reference 8745131 which at the end said there was a balance due. My partner contacted Parkdean on 08.04.2021 (please see attachment 1) where he managed to get the caravan upgraded to a three bedroom. On 16.04.2021 I received another email from Parkdean saying my booking had been cancelled due to non-payment. My partner called Parkdean direct (please see attachment 2) and was told that the email was sent in error and that the booking hadn’t been cancelled and I was to expect email ation of this. We didn’t ever receive email ation and when we contacted Parkdean a few days before we were due to arrive, we were told the booking had been cancelled due to non-payment, we weren’t due to get a refund and if we wanted to spend that weekend at Sandylands we would need to pay. Obviously at this point we had no choice as the kids were devastated so we ended up spending an additional £229 on 12.05.2021, booking reference 8847319.

Upon arriving at caravan 402, we found an illegal cigarette in the living room area (attachment 3) so contacted Parkdean on the mobile number provided (attachment 4), there were socks left on the radiator in the main bedroom (attachment 5), cigarettes and empty alcohol cans under the caravan (attachment 6) and the last straw was the ash that was discovered at the sink when I went to do the dishes on the Sunday (attachment 6) which was the deciding factor in us leaving early.

I would like someone to look into this, and especially listen to the telephone conversation from 16th April which lasted just under 5 minutes, as you will be able to verify that we were told the error was your fault and our booking hadn’t been cancelled.

Since then there has been a lot of email communication where Parkdean have admitted they were at fault. I had asked for the refund of the additional money that was paid however they only refunded me the £88 I paid to the Sun. This was paid at the end of July.