Parkdean Resorts complaint: Unacceptable accommodation

We attended for a holiday with our 4 children from 23rd until 1st September. We paid for the most expensive lodge for a luxury stay. On arrival the lodge smelt heavily of cigarette smoke in the lounge and dining areas despite all windows having been left open.
We texted to complain. It took until Wednesday with repeated ignored requests eventually having to attend the office to get a call out. An ozone machine was placed and the stinking ash smelling bin taken away.

The smell continued to linger and we asked for a manager to attend, numerous requests still resulted with nothing. These caused us extreme distress. I have young children one who we paid for a cot who should have slept in a cot in the lounge. Due to the cigarette smoke she had to sleep in our bed and I had to sleep with windows open for the duration on the sofa.

The smell was disgusting especially around the dining room table and breakfast bar. It was clear this had been heavily smoked in which the man who came to treat the lodge accepted. No offer of compensation was made and management failed to talk it through with us.

The resort generally was below standard. No breakfast was available and the meals were limited. We sent food back the two times we ordered as they came with half the food on. For exam-le the steak came with chips and peas. It should have come with onion rings, tomatoes and mushrooms, when we asked we were to;d they didn’t have any but this was not mentioned when taking the order. Same with the ribs just ribs and chips sent, should have come with corn, onion rings and slaw, again same answer we don’t have any. The order should not be taken if you don’t have the items.
We have stayed several times at camber sands without issue. We expect a non smoking lodge to be just that the smell made us feel sick and 9t was very unpleasant. The smell hit us on opening the villa. Your cleaning team would have been fully aware of this and did nothing to try and solve the issue prior to our arrival. The floor wasn’t adequately cleaned we found sweet wrappers and pretzels as well as chess pieces under the lounge sofa and chairs.

We wasted considerable time chasing and when we further requested talks onsite to address the issue at site further these were ignored. We also mentioned this on departure and no comment was made.

This is unacceptable and requires immediate action.