My complaint:
We recently stayed at Parkdean and was extremely disappointed on how we were treated on our final day. Firstly, we did go as a large group and had a booking of one lodge and 2 caravans, all of which could not have been further apart. I understand that this cannot always be accommodated but we did book this almost a year in advance and had requested on more than one occasion that the accommodations be close to each other and were told this would not be an issue. We decided to not bother anyone with this issue when we arrived as it would just take up too much of everyones time, so this is not my main reason for complaint today.
My main complaint is around the entertainment complex and how we were treated on out final day on Sunday 25th September 2022. We spent a lot of that day in the complex as we wanted the kids to enjoy the kids entertainment that was on quite early. So a group of us 6 adults and 4 children had a meal in the restaurant and then wanted to head through to the entertainment area. We realised however that this was full and that was fine. We agreed to just take turns to go through and look after the kids and just stand at the side, like a lot of other people seemed to be doing. this caused us no issues at all and we were more than happy to do this and did so for the majority of the kids entertainment. on my turn, one of the tables decided to leave and the tapped me on the shoulder and had said we are leaving, take our table. Not thinking anything of it I thanked her and took the table, calling the rest of my party to tell them they were able to all come through now. Just as I was sitting at the table on the phone, the security guard came over and asked if i was the only person sitting there, I explained the situation to him and he said no problem and walked off. About two minutes later he came back and said I had to leave the table as other people were complaining as there is a queuing system. Bearing in mind there are two entrances to this area, we were using the bar one, and also that there was no signs of a queue. I questioned the queuing system and he said thats a queue there, I asked where is there a sign to say that we had to queue as if we knew we had to queue there would have been no issue. His reply to me and the thing that annoyed me most in this whole situation, was its common courtesy too queue so obviously you queue. Now I have been on many a caravan holiday and use the complexes regularly and have never ever known anyone to queue to be seated. It basically just first come first served and has always been this in my 30 years of these holidays. I was very upset and angry that this staff member had basically insulted and called me rude so I asked to see a manager.
He did accommodate this straightaway and the female manager came out to see me. She was just full of excuses about it being September weekend and that it was busy and when its the holidays it is a queuing system. My problem again was not having to queue but that it was not made clear that this was the process. It was quite clear that management has not planned well for this weekend, yes it was busy but she quite clearly told me that’s what to expect on school holidays, yet the bar had ran out of many drinks by Saturday morning and these were not due in until Monday and the earliest and then there was no signage or communications regarding the queuing system that is apparently always in place over the holidays.
I am a regular at Wemyss Bay as well as a couple of other Parkdean parks but that whole experience has completely put me off. Wemyss Bay I will never be back at and it is a shame as the majority of staff are amazing a credit to the company, but it is not managed well at all.
If you could contact me regarding this issue please.
Kind Regards
Lyndsay McGregor
Suggested solution:
I expect some sort of compensation for this. This was just one of the issues of the weekend but the rest we would have pushed to the side, this is just something that has been annoying me ever since returning home.
