Parkdean Holiday - compensation for filthy lodge

Heidijohnston

I’ve only had one phone call since we returned offering me a refund of 15% which quite frankly is an insult considering the level of issues we encountered.

We stayed in a lodge at Warmwell Holiday Park at the end of July. 

Given the current circumstances involving Coronavirus it was a tough decision to go away. I researched carefully where we were going to holiday and after careful consideration chose to book a parkdean holiday. We have always been satisfied before when visiting Parkdean at Croyde Bay. However, we were extremely disappointed and upset when we arrived. 

We checked in on Saturday (25/7/20). We pulled up at the lodge and the green badge was in the window to say our lodge had been cleaned to a high standard and that we could enter. 

I started to unload our belongings and put things away but as we moved around the lodge it was apparent that it was not clean at all. In fact, it was quite disgusting. After paying over £2600 for a weeks stay I was astonished at what I was seeing. Not only was the lodge filthy but it was unfinished and there was a lot which was damaged or missing.

I will now list the issues, all of which I have timed and dated video/ photographic evidence to support. 

1) Bed sheets and pillow cases stained / marked. 

2) Bed cushions missing

3) Large wall mirror completely missing from en-suite. 

3) Outside parasol completely snapped / broken - Dangerous. 

4) En-suite shower tray filthy (sand) 

5) En-suite shower not cleaned at all- soap scum covering fittings. 

6) Fridge, filthy. Spilt juice in door compartments. 

7) Microwave - inside, lots of crumbs on plate - not cleaned. 

8. cooker top - covered in crumbs and food splashes (looked like egg) 

9) All skirtings heavy with dust. 

10) Floors - lots of crumbs, dust and hair (not swept) 

11) oven trays unclean 

12) French doors had dropped by at least an inch so were unable to lock them. 

13) washing machine had a fault code. 

14) And by far the most concerning part - human excrement  smeared on the walls in the bathroom and urine and tissue left in the toilet, including dried urine on the toilet seat. It stank! 

Within the hour I reported the incidents to reception. I showed her the camera footage. I was told that the bed sheets would be changed and the cleaning looked into. The bed sheets were NOT changed dispite me asking a subsequent time that evening. The lodge was not recleaned, I had to buy bleach and spend 2 hours scrubbing. The member of staff offered me 10% goodwill gesture as a refund.  I actually found this an insult considering the amount I had originally paid and the amount of issues especially regarding cleaning during these current pandemic times. 

On 27/7/20) the manager of the site rang me to offer me the same refund...... again I felt insulted. He didn’t even ask to see my evidence. 

I am devastated by the way we have been treated and that parkdean feel it’s acceptable to offer out this lodge in such a state. 

I’m happy to show the evidence I have. 

I was called today by a receptionist to offer 15%, to be honest I feel it should be at least 50% if not a full refund!!!! 

I’ve contacted their customer relation team but have not received a reply. 

I felt it only right to give parkdean the chance to rectify this matter but it doesn’t look as tho this is happening as the receptionist today didn’t even know where to find a copy of the parkdean complaints procedure!!!! It’s a complete shambles and I’m sick of going around in circles. 

Aylesbury_Duck

Heidijohnston said:

I’ve only had one phone call since we returned offering me a refund of 15% which quite frankly is an insult considering the level of issues we encountered.

We stayed in a lodge at Warmwell Holiday Park at the end of July. 

Given the current circumstances involving Coronavirus it was a tough decision to go away. I researched carefully where we were going to holiday and after careful consideration chose to book a parkdean holiday. We have always been satisfied before when visiting Parkdean at Croyde Bay. However, we were extremely disappointed and upset when we arrived. 

We checked in on Saturday (25/7/20). We pulled up at the lodge and the green badge was in the window to say our lodge had been cleaned to a high standard and that we could enter. 

I started to unload our belongings and put things away but as we moved around the lodge it was apparent that it was not clean at all. In fact, it was quite disgusting. After paying over £2600 for a weeks stay I was astonished at what I was seeing. Not only was the lodge filthy but it was unfinished and there was a lot which was damaged or missing.

I will now list the issues, all of which I have timed and dated video/ photographic evidence to support. 

1) Bed sheets and pillow cases stained / marked. 

2) Bed cushions missing

3) Large wall mirror completely missing from en-suite. 

3) Outside parasol completely snapped / broken - Dangerous. 

4) En-suite shower tray filthy (sand) 

5) En-suite shower not cleaned at all- soap scum covering fittings. 

6) Fridge, filthy. Spilt juice in door compartments. 

7) Microwave - inside, lots of crumbs on plate - not cleaned. 

8. cooker top - covered in crumbs and food splashes (looked like egg) 

9) All skirtings heavy with dust. 

10) Floors - lots of crumbs, dust and hair (not swept) 

11) oven trays unclean 

12) French doors had dropped by at least an inch so were unable to lock them. 

13) washing machine had a fault code. 

14) And by far the most concerning part - human excrement  smeared on the walls in the bathroom and urine and tissue left in the toilet, including dried urine on the toilet seat. It stank! 

Within the hour I reported the incidents to reception. I showed her the camera footage. I was told that the bed sheets would be changed and the cleaning looked into. The bed sheets were NOT changed dispite me asking a subsequent time that evening. The lodge was not recleaned, I had to buy bleach and spend 2 hours scrubbing. The member of staff offered me 10% goodwill gesture as a refund.  I actually found this an insult considering the amount I had originally paid and the amount of issues especially regarding cleaning during these current pandemic times. 

On 27/7/20) the manager of the site rang me to offer me the same refund...... again I felt insulted. He didn’t even ask to see my evidence. 

I am devastated by the way we have been treated and that parkdean feel it’s acceptable to offer out this lodge in such a state. 

I’m happy to show the evidence I have. 

I was called today by a receptionist to offer 15%, to be honest I feel it should be at least 50% if not a full refund!!!! 

I’ve contacted their customer relation team but have not received a reply. 

I felt it only right to give parkdean the chance to rectify this matter but it doesn’t look as tho this is happening as the receptionist today didn’t even know where to find a copy of the parkdean complaints procedure!!!! It’s a complete shambles and I’m sick of going around in circles. 

You're being completely unrealistic to expect a full refund, or even 50% off.  You've been offered around £400 off and think it's an insult?  If it was that disgusting, you should simply have packed up and left after registering your complaint.  You would have had grounds for a full refund.  Instead, it appears you stayed for the full period (did you?)

Much as the company is in the wrong, you are just being greedy.

JGB1955

Why didn't you go straight to Reception and ask for a different Lodge? 

MobileSaver

Aylesbury_Duck said:

Heidijohnston said:

I had to buy bleach and spend 2 hours scrubbing. ...I am devastated by the way we have been treated ...to be honest I feel it should be at least 50% if not a full refund!!!!

You're being completely unrealistic to expect a full refund, or even 50% off.  You've been offered around £400 off and think it's an insult? 

+1

OP you are being completely over the top and unreasonable.

Clearly the park messed up big time but most people would find an offer of £390 more than acceptable, assuming that after "2 hours scrubbing" the lodge was good enough that you decided to stay for the entire week? Did you?

davidmcn

Heidijohnston said:

I am devastated 

Really?

comeandgo

It took you two hours to clean and possibly two hours in complaining and buying cleaning items so you would be due 4 hours pay.  £400 is really good I think.

mattyprice4004

£100 an hour to sort it seems pretty good to me, sure you shouldn't have to - but I'd maybe push for 20% and leave it there. 

pinkshoes

Heidijohnston said:

We checked in on Saturday (25/7/20). We pulled up at the lodge and the green badge was in the window to say our lodge had been cleaned to a high standard and that we could enter. 

Within the hour I reported the incidents to reception. I showed her the camera footage. I was told that the bed sheets would be changed and the cleaning looked into. The bed sheets were NOT changed dispite me asking a subsequent time that evening. The lodge was not recleaned, I had to buy bleach and spend 2 hours scrubbing. The member of staff offered me 10% goodwill gesture as a refund.  I actually found this an insult considering the amount I had originally paid and the amount of issues especially regarding cleaning during these current pandemic times. 

On 27/7/20) the manager of the site rang me to offer me the same refund...... again I felt insulted. He didn’t even ask to see my evidence. 

There is a lot missing from your story. You complained immediately, you state they did not then change the bed sheets, yet you stayed?!?!? Or did you just go home??

When you complained, what happened? Did you remove your belongings and the lodge scrubbed from top to bottom? Did you then stay??

I'm confused as your timeline doesn't quite make sense, and given the current virus situation, then surely you would not have stayed unless the lodge was scrubbed from top to bottom!?!? And if you did then stay, 15% is more than reasonable for a couple of hours inconvenience whilst the lodge was scrubbed.

DoaM

OP seems to be saying that they did the scrubbing ... the staff onsite did nothing.

kazwookie

You should have packed the car back up and sat outside reception and waited until they found you another lodge.

As it seems you cleaned and then stayed in the lodge, a part refund yes, a full refund no.

RJLupin

Since you made use of the facilities after 2h work, then you're not entitled to a full refund. If you had requested another lodge and there were none available, you'd be in a much better position here.
£390 refund and all you had to do was clean for 2 hours? Good wage!