Parkdean Holiday caravan not as advertised

01NSkinner

Just been on a week's holiday to West Bay. The caravan was not as advertised. We've tried emailing customer relations three times without getting a discount.

Responses include:

"I once again apologise for the images not reflecting the pictures on the website, we have taken all care to make sure our website is accurate and up to date. However, we can’t accept responsibility for any errors or the results of these. Photographs of accommodation are examples only and furnishings, layout, decoration and views may vary."

If this was something we'd ordered we'd return it for being nothing like the photo / as described.

As it was we accepted what we were given as the receptionist said to sort it out with customer complaints after the holiday.

Any ideas what we do next?

Grumpelstiltskin

In what way as it not as advertised?
If it only had 2 bedrooms when it as advertised as having 3 then that is different to it having all the features advertised but a different layout.

Grumpy_chap

It is common that caravan parks show "typical" caravan on the website - there does tend to be more variance between caravans than between hotel rooms.

In what way(s) was the caravan not as advertised?

What resolution would you like to see?

Bear in mind that you still had a week holiday.
Also, what losses did you suffer?

elsien

If it was a concern over facilities, as opposed to the caravan maybe being more tired looking than you expected you might have been better escalating past the receptionist to the site manager at the time. Or making a formal complaint there and then. Making full use of the caravan and then complaining afterwards without properly logging it at the time does weaken in your case a little.

 It really does depend know what the problem was and what outcome you are looking for? Full refund of a week’s holiday is not going to be happening. Voucher towards a future holiday, maybe. 

01NSkinner

Thanks for replies.

The problem was the verandah. The picture in the brochure was of tables and chairs for 6 on a verandah 6 ft deep and the width of the caravan. The reality was a table and chairs for 2 placed on the landing between the steps going up and the front door - you squeezed around the table to get into the caravan.

The ideal outcome wanted would be a partial refund.

Thanks.

elsien

Rather than the pictures which are always a guide, what does the listing itself say about the Veranda and the outside space?

sheramber

Does the brochure have a statement that  images are for illustration purposes only.

Was the picture in the brochure specifically  for the caravan you booked?

How much do you consider not having the veranda you thought you would have is worth?

Grumpy_chap

01NSkinner said:

The problem was the verandah. The picture in the brochure was of tables and chairs for 6 on a verandah 6 ft deep and the width of the caravan. The reality was a table and chairs for 2 placed on the landing between the steps going up and the front door - you squeezed around the table to get into the caravan.

How many beds was the caravan you hired?
How many beds was the caravan picture with the large veranda and dining area?

Did your caravan have a larger space outdoors but not on the veranda?

01NSkinner

Thanks for the replies. What a lot of questions! Having answered a question with the detailed answer about the veranda, I'm thinking that full answers to the latest questions and, I assume, the next set of questions after, would enable posters to determine whether they think my complaint is reasonable in their opinion.

Could we skip that bit!. Assume that you consider my complaint to be reasonable.

Would you have any advice as to how I could progress the matter further given 3 emails to Parkdean have not resulted in a partial refund.... or a future discount... or anything!

Many thanks

Grumpy_chap

01NSkinner said:

the next set of questions after, would enable posters to determine whether they think my complaint is reasonable in their opinion.

Could we skip that bit!.

Not by me as this is really quite critical.

Even a reasonable case can have different likely outcomes and appropriate next steps. 

As does what you think would be a suitable resolution.  You said "partial refund" but how partial?  50%.   10%.  90%

twopenny

You say it's the veranda.

Did you have 6 people or 4, that couldn't sit outside due to the lack of space?

When did you report your dissatisfaction?

T&Cs "During your Stay: Whilst on your holiday, please let our Guest Experience Team know about any concerns you may have straight away. You will find their contact information in your Digital Welcome Pack, or please visit Reception."

You ask us to ignore that it wasn't what you expected but other than the verenda we don't know what that is of if it is covered under their terms. Which is where your request for compensation comes in.