Another pontins woe, help

jon46

First if this is in the wrong section I apologise (I'm new).

My partner my 20 month old daughter and myself went to Pontins Prestatyn sands on a Sun holliday break for 4 night break on june the second of this year.

On arrival our room was filthy so much so we could not even let the little one play on the floor, so my partner went to check in to complain and we got the response that they would send the cleaner back. The cleaner never arrived and we cut short our stay and traveled back to the midlands the next morning after filling in a complaint form.

Now after writing 5 letters telling the general manager about this and asking for a refund we had replies apologising one saying we could have a 50% discount on our next holiday, to which I responded saying I would like a full refund and would not stay there again all written politely.

I have now today received a letter stating that 50% off is there final offer and they will no longer correspond on this issue any more with me.

So is there anything that I can do about this as the room was not fit for use, Pontins would not move us to another room and the cleaner was a no show, and now they will not even discus the issue
I do also have photos to prove the state of the room.

I am at a loss of what to do next..

tomtontom

Send a letter before action advising of your intention to issue a small claims action. If they do not respond favourably you can commence legal action online. Given that you gave them opportunity to remedy the problem, and they have admitted fault, you shouldn't have much difficulty getting judgment in your favour.

jon46

Thanks for the advice tomtontom...

@pogfish pm sent to get post moved....... finding your way around a new forum can be a bit tricky at times

heatherw_01

Hi, we move threads if we think they’ll get more help elsewhere (please read the forum rule) so this post/thread has been moved to another board. If you have any questions about this policy please email forumteam@moneysavingexpert.com.

chris_n_tj

jon you will find most forum users friendly. I havnt any advice but just wanted yo to know this. People often forget we were all new once. Welcome aboard x

Bantex_2

What is your definition of filthy?

OlliesDad

Did you take any photos of the room prior to leaving?

jon46

Floors not swept mopped, half inch of dust on skirting boards in every room, cracked toilet bowl and mould around bath creeping up the walls,stains hairs and grass on duvets , dirty cooker and utensils with stains that have not been washed,bed settee with a nice coating of crumbs and dust, I could carry on but that is what my definition of filthy is.

The only clean thing was the travel cot I had to pay extra for and collect from reception..

Yes I made sure I took some photos just for proof but pontins didn't want to see them

shaun_from_Africa

Bantex wrote: »

What is your definition of filthy?

That shouldn't make any difference.
If after the OP made their verbal complaint the cleaner arrived as promised or an inspection was carried out, Pointins may well have disagreed about the cleanliness issue. However, they didn't do this and the OP felt strongly enough that they left as soon as possible, something that may not have occurred had Pontins taken their original complaint seriously.

GedlingRed

I feel your pain, a few years ago we went with our daughter the place was grim. We couldn't get out of there quick enough, I remember they had a sniper tower near the exit waiting to take anyone out if they tried to escape!

pinkshoes

Send them a letter before action.

Dear <person's name>

On <date> we arrived for a 4 night stay at <resort name>. After checking into our room, we found it to be in a very dirty condition, including <list things wrong>. Please see the photos enclosed to verify the condition of the room. We were told a cleaner would come to clean the room, but no one arrived, so we had no option but to go home.

We decline the offer of 50% off our next holiday.

I am requesting a refund to be paid in full within the next 14 days, otherwise you leave me with no option but to take court action to reclaim the cost of the holiday that we were unable to take.

Yours sincerely...