A mother “felt sick” when she found crumbs on the floor in the PS234 Pontins home.
Maxine Hannah 44, who lives in Halewood was booked a trip of three nights out with husband Mark Malvern, 43, 13-year-old son, and one of his close friends because her family “deserved a break” following the loss of her brother-in law. However, when the family arrived at Pontins Prestatyn Sands Holiday Park on August 5, 2005, on a Friday The first thing they were welcomed to were “disgusting”.
Maxine said that there iron burns on the floor and seagull poo on the windows, and crumbs inside the cabinets on the floor, and within the oven. After taking a quick look and snapping pictures she was taken right to reception.
She said to the MEDIA : “It stunk as the moment I entered and the two of us looked around, and noticed the iron burns on the floor as well as over the table for the ironing, in the oven filled with crumbs and a filthy toothbrush inside the boiler.
“We were straight to reception , and to be honest the lady was very nice and asked us to speak with her manager. We presented him with the photos and he commented “that’s not pleasant” and then said he’d like someone to visit and take an inspection.
“It got to 9pm and nobody had come, the reception was closed and the manager wasn’t around anymore.”
The following day Maxine stated that the family “spent a fortune” in Prestatyn because she wasn’t at ease eating in the dining room. The mother also said that her son was experiencing anxiety after noticing her anxiety.
Maxine stated: “I didn’t want to go back to the room, I couldn’t eat in there. We took pizzas and everything but I felt sick at the thought of cooking in the oven. I went back to reception on the Sunday and told them I was leaving early.”
After leaving, Pontins filled out a “guest solutions form” for Maxine that included a written report of the problems present in the room, and the resolutions the company was attempting to provide.
Maxine stated: “They offered to go in and clean the room, or get us a new one but I was fed up and just wanted to go home. I emailed them through a complaint and haven’t heard anything since. It’s disgusting, I want an apology from them.”
After Maxine spoke with the ECHO, Pontins got in contact with her directly and told her: “We are naturally disappointed to discover that the unit that you received in the park, according to the information in the report, was not up to expectations. We know that the essential cleanliness standards can’t be compromised. All apartments must be completely cleaned prior to guests’ arrival.
“We are extremely thankful for feedback, and we can confirm that all your comments, feedback , and observations were taken very carefully. We hope that this incident hasn’t discouraged you from coming back to us, as we believe that this does not reflect our standard of service or quality and we are certain that if you come back, we will revive your confidence in Pontins.
“On review it is clear that certain aspects of your visit was dissatisfying and therefore we would like to offer you a 30% discount on a future, like for like, brochure priced break. Please reply confirming acceptance of this goodwill offer within 28 days, after which it will expire once confirmed, you will be able to redeem within a 14 month period.”
In a second letter, they also stated that “this is our full and final offer”. In reply to the letter Maxine declared: “No thanks, I wouldn’t want to go back there at all.”