Pontins refuse to refund .. What next?

Moneybox

Pontins. Holiday booked. Arrived. 2 hour check in. Arrived at room. Used condoms on floor. Toilet unflushed. Outside litter everywhere.

With two young children we went to customer services and waited (along with others). Excuse given it was over looked?! Not sure how that excuses the litter outside (bins over flowing, I would be amazed if they do not suffer from pests).

We said we were leaving as unfit for our children. they could not refund as complaints have to go via central office.

Had paid by visa so informed them and they put stop on payment but advised us that we has to complain to Pontins and request refund.

Letter has been sent back to us by Pontins signed Dan Williams, Customer Service Team and refund refused (the big joke is they offer us 50% off our next visit!). They appologise and make a big thing about the fact that most visitors compliment the product they offer and make return visits (not relevant) and does not match up with others reporting on trip advisor which we have checked since our experience.

What do we do next? For information this is the Prestatyn based Pontins as featured on Watchdog. We have found this out since our experience!

Thank you. Please understand the impact this has had on two young children who missed out on a promised holiday. :mad:

pinkshoes

Why didn't you ask them to clean it immediately??

wealdroam

Moneybox wrote: »

Please understand the impact this has had on two young children who missed out on a promised holiday. :mad:

OK. I understand that.

I also understand that they need not have missed out on their holiday if you had not broken your promise.
Your broken promise... not Pontins' broken promise.

To save disappointing your children, it surely would've been a good idea to you wait a few more minutes while they cleaned the room, wouldn't it?

You really will have trouble here as you gave Pontins no opportunity to put the matter right.

pelirocco

some friends of ours booked into a pontis 4pm last sat ,and checked out at 4.10 they said the accomodation was disgusting , from what i can gather it would have taken more then a quick clean to put it right

pelirocco

wealdroam wrote: »

OK. I understand that.

I also understand that they need not have missed out on their holiday if you had not broken your promise.
Your broken promise... not Pontins' broken promise.

To save disappointing your children, it surely would've been a good idea to you wait a few more minutes while they cleaned the room, wouldn't it?

You really will have trouble here as you gave Pontins no opportunity to put the matter right.

From what the op has said , I doubt a clean taking a few minutes would be enough

Moneybox

It was not only the room, but the surrounding area as explained. I recorded with several photos as expected I would need them. Go to trip advisor to understand that this is not an isolated complaint. They are not providing the service or product advertised.

My kids health and safety come first. The staff were dealing with dozens of complaints so nothing was going to be rectified quickly. No other rooms available and this was an issue with the site safety surrounding the apartment as well as the room. Customer services really was chaos. We know in the time we queued at least 3 other families who had arrived that day opted to book out.

Back to the Q. What next? I need to contact Visa again but do I leave it with them, or am I best to start the process of a claim in writing now? Does any one know if Pontins is a franchise? Who should my claim be against? Does it need to be an individual? Any help re. the process I should follow is gladly received! Thank you.

wealdroam

http://www.moneysavingexpert.com/shopping/how-to-complain

http://www.moneysavingexpert.com/reclaim/small-claims-court

piglet25

Pontins has cut back on so much that they are now down to bare bones and I for one will never visit there again, I bid my final farewell to the dump last year after many years custom as it became apparent to me that they really didn't give a monkies about the guests and I couldn't physically hold my breath long enough to visit the entertainment building. My bookings were always for club accommodation, so not the cheap option but they were getting dirtier and more damaged inside every time, and they never fixed anything.

Moneybox

Thanks. The templates are useful.

Anyone else in doubt and coming by this thread prior to a booking look here!

http://www.tripadvisor.co.uk/Hotel_Review-g551989-d625803-Reviews-Pontin_s_Prestatyn_Sands_Holiday_Park-Prestatyn_Denbighshire_North_Wales_Wales.html#REVIEWS

Its an amazing score! 50% so enraged that they click terrible. We used to always ignore these score as you always make the best of what you get. But you are left with no options with this one.

Cheers for the help and also sharing your experiences.

ThumbRemote

There was a recent thread on Pontins on here, with a similar complaint. You'll need to go to small claims court to get anything out of them.

Moneybox

Sorry, but I am still unclear.
Who should my claim letter be sent to? Thanks.

We have reciepts for the alternative hotel we stayed in on the same date so will put in a claim for costs. A refund is all we wanted but a company like his needs to be taken to task or this will continue to happen to other families.