Parkdean Resorts complaint: Poor booking system and wrong location of caravan

Dear sir madam,
We have just returned from a 4 night stay at grannies Helene Hame.On this occasion I feel the need to communicate formally around some areas of the break booking process which as a family we really were not satisfied with.
We have been on many breaks via yourselves previously and have absolutely always been extremely happy with all aspects of our holidays so as you can imagine we are feeling disappointed that our recent experience did not match this.
It was very aparent that some of the issues occurred because the booking system is now all handled centrally ( it was super before to be able to correspond locally with the site as  they are much more familiar with the situation of the caravans etc .
I do understand and appreciate around the COVID situation etc and how it seems to be affecting waiting times on phones and short staffing however the price of the holiday was certainly not reduced by yourselves  and really on this occasion we did not get value for our money.
The main let downs were the situation of the caravan – I again had to book this centrally and so for this reason I spoke with an advisor rather than an online booking as I wanted to be very clear of a caravan right on the seafront ( views) – and I could not be sure of this on the on -line booking system , the advisor when I booked was absolutely sure we were on the seafront and so I felt confident with the booking although again it was not the local team who know the caravan situations well – anyway when we arrived we were first taken to a caravan which was at the views but second row behind however it was actually still full of people and so we were taken to another caravan which was in the pastures – absolutely no where near a sea view .I voiced my disappointment with the local team who could understand how I felt but could not change it because they said on our booking there was no mention of the sea view .we checked this and they were right however also on looking at previous bookings  that we had made requesting the sea view there was also no documentation of this so we didn’t think to question this as it has always been correct in the past.
To be honest having the decking where we were and also a home owner caravan next door who had extended their decking to the full length size of there plot was really not the best experience and certainly not what I thought we had paid for.
The other main issue was the swimming pool access which I have to say the local team were very sympathetic around however they could not do anything about it as again this was all done on line centrally  and what is happening is that people are booking slots up front for the duration of their whole stay and so because of the limited numbers in the pool there was no slots left for others .
I clearly thought of the limitations in the swimming poolbefore the holiday and so attempted to phone yourselves to book  a slot however no one answered on two occasions and I got an email back referring us to go online but when my husband went online he could not get it booked – I suppose this was because it was all booked up .
While we drove to the campsite my husband phoned the site in advance as they had phoned us and asked to book the swimming- it was only then that  we were told of the system which even the local
 Team could understand was unfair but they could not do anything about it.( no equality here and we have all paid the full amounts for our break)
Our grandchildren who had there swim wear and goggles packed as you can imagine were upset to hear that they could not get in the pool even once on there holiday which again activities like the pool are included in the cost that we paid  for and this was not met by your company on this occasion .
I hope some changes will be made before our next break with yourselves and most importantly we request that some monitory incentive is offered to ourselves to commpensate for the above issues and to give us confidence to rebook with yourselves in the near future
Than you,

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