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

jaa43

elsien wrote: »

An idea of how to condense, just as an example. Not a very good one, but hopefully enough to give you an idea. Don't use it as it is, as I'm still not clear on the facts, it's just to show you how to take the emotion out of it all.
Plus you need to use your own words to make it sound more realistic.

" My complaint is regarding the lack of security and safety at the site, and with my room in particular, room x.

Having been out for the evening on Wed (date), we could not find our kindle, but as it was late and the room looked the same as when we went out we did not look further. However the following morning I found that y and z had also been taken from the room, although stored out of sight. I reported this to the duty manager (name) who advised contacting the police which I did. (Add in the crime ref number and what the police did/said. Briefly!)
Although the duty manager looked at the door and said it appeared ok to her, on further inspection I felt that it had been forced, possibly not for the first time - see attached photos. I requested a further inspection but this did not happen. As I have children of (ages) and they were distressed and no longer felt safe in the environment I did not feel able to continue with the holiday.
Although I understand that as per the terms and condition, valuables in my room are my responsibility (or whatever the terms and conditions say), I believe that the door/lock/whatever was already not secure prior to my taking up occupancy therefore the site must bear some responsibility for the loss of my possessions."


But if you felt your room was unsafe to stay in, did you request an alternative at the time, or have any further conversations with the duty manager, as if you accepted it as it was, then just upped and went you probably don't have much of a case.

Thank you! Looking back I should have said something but I very rareky complain about anything and never dreamt this would happen. Obviously got what I paid for x

ThumbRemote

By the way, you've got almost no chance of getting the cost of the items. There's no way Pontins will pay for them, you'll have to go to small claims court and prove they have been negligent in their poor security. Unless you can show there have been many thefts there recently, you will struggle to do this.

You may have more luck getting the holiday cost refunded, or at least the days you didn't stay. But even then I'd be surprised if they agreed.

Pontins head office is at the Southport site I believe.

As far as I can tell Pontins don't give a stuff about their customers. They provide the bare minimum at best, dreadful holidays. Alsp I note that an earlier response of mine in this thread has been removed, despite me providing sensible advice to the OP, presumably because I said something similar.

elsien

ThumbRemote wrote: »

By the way, you've got almost no chance of getting the cost of the items. There's no way Pontins will pay for them, you'll have to go to small claims court and prove they have been negligent in their poor security. Unless you can show there have been many thefts there recently, you will struggle to do this.
.

I have to agree. Probably the most you can expect is a partial refund or an offer of a free week some other time.
But at least request a copy of their formal complaints procedure and follow it through any appeals processes.

ThumbRemote

ILW wrote: »

Do Pontins cater for a certain type of clientelle?

At least jaa43 isn't the sort of person who has to go on the internet and belittle others to try and make themselves feel good.

You must have a very low self-worth.

jaa43

ThumbRemote wrote: »

I am writing with regards my stay at Camber Sands starting from 1st April 2013.

On returning to our room on Wednesday 3rd April at approx. 11.30 pm my friend Ms D H was unable to locate her Kindle. As it was late I suggested we look in the morning.

The following morning we were still unable to find the Kindle, and Ms D H suggested it may have been taken. Although it did not seem like someone had been in our room, and the door had been locked when we returned, I checked my bag - the camera case was inside but no camera. Subsequently I checked my daughter’s tablet case, but the tablet was also missing.

I reported this break-in to a passing member of staff (do you know their name?? If so add it), who contacted the office and the Duty Manager arrived. We explained the situation; we left the room locked, curtains pulled and bags out of sight. Amber (is this the duty manager??) checked all the windows and she herself said the door looked fine. She suggested we call by reception and report the matter to the police. We did and the crime number is listed above.

We asked that someone come look at the door as on further examination you could tell it had been opened with a tool of some sort. We waited in the room but no one came, hence I have attached copies of photographs we took ourselves. Reception said they were treating the matter urgently, but it does not seem this was the case. The locks and doors are very insecure, there were gaps in the side and bottom of the door with a whole line of mastic hanging out.

We left the site early (give date!) as my daughter was too scared to stay. I requested a refund straight away, but I was told to put the request in writing. Therefore I now formally request a refund of £xxxxxx

I am particularly disappointed in the lack of security on site. We were informed by Amber that there was no CCTV for privacy reasons, while my friend Ms H entered the camp and was not asked for any pass, name or identification. No security guards were present at any time, no patrols, no cameras, and a complete disregard for the security of your customers.

In failing to provide a secure environment for their customers Pontins have been negligent and failed in their duty of care to ourselves. I am therefore requesting you replace the stolen items, or compensate me to their value. A detailed list is given below (list items, model numbers and value).

I look forward to hearing from you shortly.

Thank you! Much appreciated

jaa43

ThumbRemote wrote: »

By the way, you've got almost no chance of getting the cost of the items. There's no way Pontins will pay for them, you'll have to go to small claims court and prove they have been negligent in their poor security. Unless you can show there have been many thefts there recently, you will struggle to do this.

You may have more luck getting the holiday cost refunded, or at least the days you didn't stay. But even then I'd be surprised if they agreed.

Pontins head office is at the Southport site I believe.

As far as I can tell Pontins don't give a stuff about their customers. They provide the bare minimum at best, dreadful holidays. Alsp I note that an earlier response of mine in this thread has been removed, despite me providing sensible advice to the OP, presumably because I said something similar.

Thank you, have to try...........

elsien

jaa43 wrote: »

Obviously got what I paid for x

Try the Sun £10/ Mail £15 pp holidays next time round - some good bargains if you get in quick enough and you can check the sites on tripadvisor before you book. Well worth it, and people put the codes up on here if it's not a paper you want to buy yourself.

paddyrg

Pontins are on their knees, good luck getting anything much beyond maybe a couple of free days/passes

Ann1984

a complaint letter to pontins is just a waste of ink, you will get a reply saying they have taken your comments on board and are sorry, if you call them to book a future holiday they will give you 10% off ... not heard of anyone getting any other reply from them...i think this maybe their standard letter as there are so many complaints :-(

cajef

Pontins will no doubt say that you should have taken insurance out to cover this sort of eventuality especially as they offer it a reasonable price.

http://www.pontins.com/insurance/