Returning home early following a fire.

XanNi

I recently took my children on a last minute holiday to a holiday park, unfortunately on Sunday there was a fire in the main building, nobody was hurt so that's a blessing. At this time the weather also took a turn for the worse so I took the decision to return home 4 days early as no facilities were available on site and the children were restless, taking the children off the park and entertaining them elsewhere would have been expensive so that wasn't really an option. 

Am I likely to get any kind of refund? In hindsight I probably should have gotten holiday insurance but when I booked the holiday it was just after the children's mothers Inquest and I just wanted to take them away as I feel the need to give them the best life now I'm a single father, she used to plan and book the holidays so this was a new experience for me. 

Thanks in advance for any helpful advice you can give. 

Alderbank

Sorry for your loss.

Why not ask them?
It sounds like the accommodation was still available so it was your choice not to stay for the remaining four days, but you could expect something for the loss of amenities.

I think 50% for each day would be generous, 33% might be reasonable.

What do their T&C's say?

XanNi

To be honest I haven't looked at the t&c's yet. if I get a chance I will look tomorrow. They are supposed to be getting on contact with me in due course, but I was hoping for a heads up before then. 

My to do list is getting longer by the day lol. 

Mark_d

I would be pushing for a refund for the days of service they did not provide.  A fire is not an extraordinary event - it is something they should be in a position to prevent and react to.

martindow

Mark_d said:

I would be pushing for a refund for the days of service they did not provide.  A fire is not an extraordinary event - it is something they should be in a position to prevent and react to.

Hmm, I would consider a fire extraordinary personally.  If part or all of the main building was out of use, they are not going to have a spare building to take its place!

I agree that the OP is entitled to expect some compensation for what they were unable to provide.

twopenny

You booked the holiday with the expectation that entertainment facilities would be provided throughout but unfortunately that wasn't the case.

On the other hand if the weather had been better there would be playgrounds and somewhere outside to go and that's not their fault. So it's a tough one.

As you already have a lot on your plate I'd see what they would offer - could be another holiday. Would that be acceptable? Would that make your life a bit easier by not taking on a whole battle?

Luckyace1

You make a great point – it’s definitely a tough situation. If the holiday was booked with the understanding that entertainment facilities would be available and they weren't, it makes sense to ask for some form of compensation or a resolution.

At the same time, you’re right that the weather is beyond anyone’s control, and sometimes it can affect the experience in ways the provider couldn’t have predicted. It might be worth reaching out to see if they can offer a compromise, like a discount on a future stay or an alternative holiday option.

If that would make things a bit easier for you without the stress of a long dispute, it could be a good way forward. Finding a balance between expressing your dissatisfaction and considering their position might lead to a solution that works for everyone.

XanNi

I did get a responce from them a couple of days ago:

"Regarding your recent holiday to Ocean Edge, I am sorry to hear that it was cut short due to the circumstances. However, as this situation was beyond our control and you were advised to remain on the park until the following day, we are unable to offer further compensation since you departed without our recommendation. I understand this may not be the outcome you were hoping for, but we are offering this gesture of goodwill for the day you and your family missed.

Thank you for your understanding during this time. We sincerely hope to welcome you back to Parkdean in the future when the time is right."

It just dosen't make sence to me, we missed five days of the holiday not one, we were advised to stay the extra day which we did, I want ti fight this as i feel they atleast owe me the pro rata amount for the days lost or am i fighting a losing battle?

oldernonethewiser

What is the gesture of goodwill they have offered?

XanNi

This is the email they sent me: The original cost of the holiday was £380

Holiday Voucher

We’re sorry you couldn’t make it on holiday with us.

Your original booking detailed below has now been cancelled and we have issued you with your holiday voucher. We thank you for your patience and understanding during this period.

Park:	Ocean Edge
Arrival Date:	Fri, 30 Aug 2024

Please find details of your holiday voucher below.

Voucher Code:	xxxxxxxxxxxxxxxxxx
Voucher Expiry Date (voucher must be redeemed by this date):	Fri, 05 Sep 2025
Valid For Holidays Up To:	Wed, 05 Nov 2025
Voucher Value:	£129.94

sheramber

Is that amount the cost of entertainment for four days since your accommodation was not affected?