booking rights ?

Miguel123

Hi,
Booked a holiday last night for a popular holiday camp but after reading reviews i wish i hadn't, can i cancel and get money back ? is there a cooling off period where we can cancel, the money has been taken out of our account and small print does say no refund but i thought there was a period of time where you could get a full refund, the holiday is in 2 weeks time, HELP !!!

Caz3121

there is no distance selling for holidays. Once you have booked you will be bound by the booking terms and conditions. For something as close, loss of full payment is likely to apply

greenface

The people that write reviews may not be the same people as you, also most people spend time writing reviews if they have a complaint . Where are you staying ? Enjoy your hols ..,

Miguel123

Hi thanks for the feedback,
We have booked a week at Pontins in Southport, the posts in Trip Advisor look horrendous ! the pictures show the accomodation to be riddled with damp and dirt, we didn't expect 5 star but surely the least you can expect is clean accomodation, we are taking our 2 very young kids and instead of looking forward to it we are now dreading it, so sad as we, like most people look forward to a family break

Moggins_2

I've been to southport Pontins many times over the years and have never had a chalet as bad as people make out on trip advisor. If they give you a terrible one just ask to be moved until you get a better one. Holidays are what you make of them. I always however clean somewhere looks take my own cleaning stuff and give it a quick wipe over then you're good to go

susancs

I totally agree with greenface in regard to reviews on tripadvisor. People are more likely to write reviews when they have a reason to complain than if they have had a good holiday. A few years ago when we went to Haven Caister, we had read reviews that were good when booking, but a month or so before going all the reviews seemed to be bad, However when we arrived we found clean, good accomodation and good entertainment on site (although must admit during the day we tend to go out around the surrounding area, rather than stay in the holiday park). If your accomodation is not clean and in a good condition on arrival, I would go to reception and ask to be moved. I personally don't believe in pre-empting problems but if you are really concerned you could email one of the senior managment team pointing them in the direction of the reviews and stating your concerns and asking for their assurances by email that you will find your accomodation and the park to be clean and in a good state of maintenance.

susancs

I just had a look at Pontins facebook page and there seems to lots of complaints that must have been deleted judging by some of the comments and the reviews are really bad on numerous sites, with a few good experiences. I would hold them accountable for your standard of expectations in advance by email to the Southport general manager Mark Teare and copy it into someone higher up:
[EMAIL="mark.teare@pontins.com"]mark[/email][EMAIL="mark.teare@pontins.com"].teare@pontins.com[/EMAIL]

Here is a rough draft of an email.

Dear Mr Teare,

Pontins Southport holiday booking Reference X

I have booked a holiday to your Pontins resort in Southport for dates X for my family which includes two small children aged x and x and was looking forward to it. Since booking I have read a majority of really bad reviews and complaints about the basic hygiene of accomodation and maintenance in the resort on Trip Advisor and on the Pontins facebook site.
http://www.tripadvisor.co.uk/Hotel_Review-g191255-d671263-Reviews-Pontins_Southport_Holiday_Park-Southport_Merseyside_England.html

I appreciate that people are more likely to complain, than write glowing reviews on sites like Tripadvisor and holidaymakers expectations may be different, but my big concern is that many mention that the accomodation is unclean on arrival, in a poor state of maintenance and there is mention of an untreated ant pest control problem. I accept that for the price I paid accomodation will be basic, but I do expect it to be clean and well maintained and without a pest infestation problem.

As we are travelling with young children in less than two weeks time, we would like your assurances via reply email that our accomodation will be clean and in a good state of maintenance on arrival. By clean I expect carpets, floors to be clean and stain free, no ant infestation, windows and doors able to be opened and closed. Matresses, bedding and seating to be clean and free from any stains or damage. Cooker, bins, kitchen surfaces, fridge and utensils to be clean and in good working order. Toilet and bathroom areas to be clean and in full working order. Crockery to be clean and with no damage such as chips or cracks. Walls to be free of dirty marks. Television to be full working order. If this basic standard of accomodation hygiene cannot be guaranteed then we would request a full refund of the money we have paid.

I have copied Pontins group CEO into this email.

I look forward to your reply.

Yours sincerely


Name
Address

CC: CEO Alex Langsam: [EMAIL="Langshamalex.langsam@britanniahotels.com"]alex.langsam@britanniahotels.com[/EMAIL]

greenface

Me again . Southport Pontins is hell on earth TBH Maybe too late to shift so good luck . I dont mince words and wouldnt candy coat it to make you feel good . Your lucky your going when the students are home for summer as they have 120 flats to Liverpool /Ormskirk students recently they had a Polish Soccer gang there and Knew they were coming regardless of other people holidaying there . Sorry but make sure you really want to go . Ainsdale is about 30 minutes away from me .

Miguel123

Hi,

Email sent, thanks susancs, fingers x it helps, hopefully we're one of the lucky one's and get through it unscasthed, what doesn't kill you and all that