Nightmare holiday (Pontins), need help with complaint letter please?

lolly101

OlliesDad wrote: »

Although ABTA wouldn't cover this holiday they do have good advice:

http://www.abta.com/consumer-services/travel_problems/key_facts_about_the_law

Thanks OlliesDad. I've just read that and it is really helpful, it has also given me a bit more info about how much of a refund I can expect to get.

DVardysShadow

lolly101 wrote: »

I fully understand your point - discussing the number of beds is irrelevant as the real issue is that I didn't get what I paid for. I just don't understand the point of your comments and examples, as I asked for help with a complaints letter but you seem to be more interested in picking faults with my posts.

My discussion with the man went around in circles - I asked for things, he said 'there's nothing I can do about it', after a while he demanded to know why I needed it in the first place, so I told him. He then told me once again that there was nothing he could do about it, and that if I didn't like it that I could leave.

The conversation with the duty manager followed the same lines (although she was much more polite about it). In the end I had to accept two single rooms as we were too far from home to just give up and walk away.


Are you now in a position to offer advice? I accept that I may not have explained things in the best way, although this is why I have asked for help in the first place!

Advice? Where I have been pointing from the outset on this. Focus on the fact not getting what you booked and paid for. Leave out the he said - she said and the irelevant argument about the shortage in the number of beds.

You are irritated at me for pointing it out, but you raised it and it will sure as heck irritate whoever reads your letter, when all they have to work out is did they give you what you booked.

lolly101

DVardysShadow wrote: »

You are irritated at me for pointing it out, but you raised it and it will sure as heck irritate whoever reads your letter, when all they have to work out is did they give you what you booked.

Do you seriously think that I will write a formal complaint letter in the same way that I would chat about it on a forum? My posts have simply been chatting about my experience so that people are in a better position to offer help - they are not excerpts of a complaint letter!
Anyway, I think I am wasting my time and (virtual) breath so apologies if I ignore any further posts that you may make.

mrsmetropolis

Many years ago we had an awful experience with the same company. Filthy apartment, broken t.v. filthy kettle with holes in, a bed that was on a slant when you got into it, bedding full of holes, ( I could go on and on!), it was basically the chalet from hell. Despite numerous visits to reception and complaints the only thing done was another kettle! On my return home I sent a simple yet detailed letter stating each fault, explaining that we were very dissatisfied with the apartment and the way the staff virtually ignored our complaints. We received a letter of apology and a voucher for a short break. We accepted the offer and were very pleased with the new accomodation etc and more than happy with the response from the company after contacting head office direct.

DVardysShadow

lolly101 wrote: »

Do you seriously think that I will write a formal complaint letter in the same way that I would chat about it on a forum? My posts have simply been chatting about my experience so that people are in a better position to offer help - they are not excerpts of a complaint letter!
Anyway, I think I am wasting my time and (virtual) breath so apologies if I ignore any further posts that you may make.

So you are actually accepting the advice to focus on not getting the accommodation you booked and avoid getting involved in irrelevant arguments about how many beds and the he said - she said aspects. And throwing a strop at me for this advice? :rotfl::rotfl::rotfl::rotfl::rotfl:

lolly101

Your mind works in mysterious ways....

I really don't see how this...

lolly101 wrote: »

Do you seriously think that I will write a formal complaint letter in the same way that I would chat about it on a forum? My posts have simply been chatting about my experience so that people are in a better position to offer help - they are not excerpts of a complaint letter!
Anyway, I think I am wasting my time and (virtual) breath so apologies if I ignore any further posts that you may make.

translates into this...

DVardysShadow wrote: »

So you are actually accepting the advice to focus on not getting the accommodation you booked and avoid getting involved in irrelevant arguments about how many beds and the he said - she said aspects. And throwing a strop at me for this advice? :rotfl::rotfl::rotfl::rotfl::rotfl:

You point out the blimmin obvious in an unnecessarily sarky tone, then suggest that I have learnt something from you??? :rotfl::rotfl::rotfl::rotfl::rotfl:

mrsmetropolis wrote: »

Many years ago we had an awful experience with the same company. Filthy apartment, broken t.v. filthy kettle with holes in, a bed that was on a slant when you got into it, bedding full of holes, ( I could go on and on!), it was basically the chalet from hell. Despite numerous visits to reception and complaints the only thing done was another kettle! On my return home I sent a simple yet detailed letter stating each fault, explaining that we were very dissatisfied with the apartment and the way the staff virtually ignored our complaints. We received a letter of apology and a voucher for a short break. We accepted the offer and were very pleased with the new accomodation etc and more than happy with the response from the company after contacting head office direct.

Thanks MrsMetropolis, it is good to hear that head office take complaints seriously. I did worry that my letter would be responded to in the same manner that my onsite complaints were!

jaa43

I am writingwith regards to my stay at Camber Sands starting from 01st April2013.

My maincomplaint at present is regarding the lack of security and safety of yourclients, most of whom are young children.

On returningto our room on Wednesday at approx. 11.30 pm my friend Ms D H wanted toread her Kindle before going to sleep. She could not find it! I suggested welook in the morning as we were tired and it was late.

Thefollowing morning Ms H suggested it may have been taken. I could not believethis as the room looked fine, the door was locked; it did not seem like someonehad been in there. I suggested checking my bag, the camera case was inside butno camera, I checked the bedroom and my daughter’s tablet case was there, butno tablet inside.

A lady was walking past at the time so Icalled her and explained there had been a break in. She contacted the officeand the on Duty Manager arrived. We explained the situation; weleft the room locked, curtains pulled and bags out of sight. Amber checked allthe windows and she herself said the door looked fine. She suggested we call byreception and report the matter to the police. We did and crime number islisted above.

We asked thatsomeone come look at the door as on further examination you can tell it hadbeen opened with a tool of some sort. We waited in the room but no one came, Ihave attached copies of photographs we took ourselves. Reception said they weretreating the matter urgently, well not urgent enough. These locks and doors arevery insecure, there were gaps in the side and bottom of the door with a wholeline of mastic hanging out, something had happened here before, without adoubt. Amber said there was no CCTV for privacy reasons, no head office towrite to, what sort of Mickey Mouse operation are you running here?

I requestedsome sort of refund straight away, but it was suggested I put the matter inwriting.

Some toyswere given to D my six year old who was and remains distraught.

She is toofrightened to sleep and deeply upset that her Christmas present has beenstolen, I too had many pictures and memories on my camera. Someone wasobviously watching us and they may even work at Pontins.
The securityis terrible at Camber Sands. My friend Ms H entered the camp and was notasked for any pass, name or id. All sorts of people can be entering that camp.It is a total disgrace. No security guards were present at any time, nopatrols, no cameras, and a complete and utter disregard for your client’ssafety.

I have putcomments on the official Pontins page and they were deleted immediately. Imanaged to get some comments on under recommendations. This speaks volumes!!!!What are Pontins trying to hide?

We leftearly as my daughter was too scared to stay. No one even attempted to talk usout of this?

Terriblecustomer service and lack of management skills!



There are anumber ofother concerns that I will briefly address. If I do not get areasonable reply and gesture of good will I will ensure these matters arehighlighted with the local/national press, through word of mouth, socialnetworking etc.



Otherconcerns to be addressed besides security:

Health andSafety measures

Cleanliness

Lack offacilities

Falseadvertising

No day timeentertainment for children, the list goes on.



I have beento Camber a few times now and have defended it, saying they are trying etc.Unfortunately this visit was so upsetting.



It has deterioted beyond belief.



My householdinsurance does not cover this loss. I can not afford to loose such items. I ama hardworking parent just trying to have a few days away with my child. OurEaster was ruined and my daughter’s imagination is running wild!



I would likea full holiday refund and the items stolen through your lack of securityreplaced. I do not want any excuse about insurance should be taken out and wemust take responsibility for our belongings. We did take responsibility. I onlytravelled an hour away from my home; your neglect is to blame. You quote onyour chalets, any damage caused to the property or missing will be billed for,well it must work both ways.

ILW

Do Pontins cater for a certain type of clientelle?

Slowhand

ILW wrote: »

Do Pontins cater for a certain type of clientelle?

It certainly seems so.:o

elsien

It's a Butlins type holiday camp.
Your letter is too long, too emotive, and your expectations of full reimbursement are unrealistic.
You need to focus on the main points - adding in a long list of "by the ways" at the end just makes you sound like a serial complainer. And saying you must have been watched by an employee makes you sound paranoid. It could have been an opportunistic crime by anyone staying at the site. And any camp I've ever stayed at is open to anyone wandering in and out, that's how it works. Aside from anything, can you prove you took these items with you- from their perspective, you could have taken empty cases and faked the break in yourself.
I'd start by asking for their formal complaints procedure, cut your letter by 2/3 and have a think about what realistically you can expect. Bottom line, that is what holiday insurance is for. If you chose not to take it out, you can't expect the holiday company to sub you instead.


Edit- if you've been there before, surely you knew what the facilities and security arrangements were before you booked.