Family ‘disgusted’ as Pontins holiday room ‘stunk’ and had ‘iron burns on floor’
A familyholiday at a Pontins holiday park was ruined after the horrendous conditions a family had experienced in their room.
Maxine Hannah, 44, had gone on the three-night break at Pontins Prestatyn Sands Holiday Park after the death of her brother-in-law with her husband Mark Malvern, 43 and their 13-year-old son.
But when the family arrived at the holiday park, Maxine was stunned to see just how poor the conditions were in their room, the Liverpool Echo reported.
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She said: "It stunk as soon as I walked in, then we looked around and saw the iron burns on the floor, on the ironing board, the oven full of crumbs and a dirty toothbrush in the boiler.
"We went straight to reception and we showed him [the manager] the pictures and he said 'that's not very nice' before saying he would have somebody come and have a look. It got to 9pm and nobody had come, the reception was closed and the manager wasn't around anymore."
A reluctance to eat in the room because of how dirty the room was meant Maxine and her husband had "spent a fortune" in Prestatyn and despite being offered a clean room or a brand new apartment, the family left the holiday park a day earlier than previously scheduled.
Pontins subsequently apologised to the family in a letter.
It read: "We are very thankful that you have taken the time to share your holiday experience and observations with us concerning your recent stay at Prestatyn Sands holiday park. We are naturally disappointed to learn that the apartment you were issued at the park, as detailed, did not meet your expectations.
"We understand basic cleanliness standards cannot be compromised and all units are to be fully prepared prior to our guests arrival. We are extremely grateful to receive feedback and we can assure you that all your comments, feedback and observations have been taken very seriously."
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Despite Maxine's complaints, Pontins had refused to give a full refund for the family's trip and instead offered "a 30% discount on a future, like for like, brochure priced break".
After Maxine returned to Pontins requesting a refund, the company responded with: "This is our full and final offer".
They added: "A full report is made of all complaints received and action is taken to rectify these issues accordingly. We are pleased to receive constructive criticism so that we can make necessary improvements and we are grateful that you have taken the time to write to us.
"We feel that we have acted appropriately in dealing with your complaint and that we have made a fair offer of a 30% discount on a future stay. Please be advised that this is our full and final offer."
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