Parkdean resort holiday

gavinrclark

Me and my family are currently at a lodge in Windermere and we paid for a 4 night holiday which included hot tub. The hot tub was the main reason we wanted the lodge. We arrived at 4pm and the hot tub was 17 degrees. We rang reception who brought someone to look at it. First person said when they change the water, it takes times to warm up, 0.5 degrees an hour. We thought this was odd, we have been to other resorts and it's always been warm on arrival. Fast forward to 9pm and it was still only 27 degrees. We had maintenance staff come to check through the day (one said it could be an airlock) but to be honest, I dont think they knew why it took so long to warm up. Basically, we have spent one evening without the hot tub. We went to complain to reception the next day and the receptionist said 'you don't actually pay for the first night as we can't guarantee the hot tub will be warm'. When we asked where does this state in terms and conditions, she couldnt answer. We paid £999 for this holiday. Are we entilted to a little compensation? 

Rodders53

Make and model of hot tub?
Check the manual for it.  Heaters use electricity and there's something like 1000 litres being warmed by a 1000-1500 Watt heater...
How to calculate the kW required to heat a volume of water in a particular time.
suggests 35kWh to do the job of say 10 to 40C ... so 35 hours (1000 W heater) or 23 hours with a 1500 W...

When we do our hot tub it takes over a day to be ready (and a fair bit of faffing with sanitiser and pH up/down to get the water balance right).  Even longer if we have to drain and refill it (professional might use bigger pipes and even pumps, rather than standard hosepipe),

You should be grateful they have changed the water and sanitised it (as they are obliged to for hygiene reasons).

swingaloo

Rodders53 said:

Make and model of hot tub?
Check the manual for it.  Heaters use electricity and there's something like 1000 litres being warmed by a 1000-1500 Watt heater...
How to calculate the kW required to heat a volume of water in a particular time.
suggests 35kWh to do the job of say 10 to 40C ... so 35 hours (1000 W heater) or 23 hours with a 1500 W...

When we do our hot tub it takes over a day to be ready (and a fair bit of faffing with sanitiser and pH up/down to get the water balance right).  Even longer if we have to drain and refill it (professional might use bigger pipes and even pumps, rather than standard hosepipe),

You should be grateful they have changed the water and sanitised it (as they are obliged to for hygiene reasons).

I wouldnt bet on that. there are reviews online about how dirty people have found the hot tubs on arrival at Parkdean

gwynlas

They should not be advertising hot tubs as an inducement as it is almost impossible to empty sanitise and refill/come up to temperature in the time available between bookings.

If there are equivalent lodges available without hot tubs I would be asking for a refund of the difference in price

Grumpy_chap

gavinrclark said:

Me and my family are currently at a lodge in Windermere and we paid for a 4 night holiday which included hot tub. The hot tub was the main reason we wanted the lodge. We arrived at 4pm and the hot tub was 17 degrees. We rang reception who brought someone to look at it. First person said when they change the water, it takes times to warm up, 0.5 degrees an hour. We thought this was odd, we have been to other resorts and it's always been warm on arrival. Fast forward to 9pm and it was still only 27 degrees. We had maintenance staff come to check through the day (one said it could be an airlock) but to be honest, I dont think they knew why it took so long to warm up. Basically, we have spent one evening without the hot tub. We went to complain to reception the next day and the receptionist said 'you don't actually pay for the first night as we can't guarantee the hot tub will be warm'. When we asked where does this state in terms and conditions, she couldnt answer. We paid £999 for this holiday. Are we entilted to a little compensation? 

I don't think the hot tub being below temperature on arrival is unreasonable.

In fact, it does seem to be proof of good practice to drain and refill the hot tub between occupancies.  It says they do this on the website:
https://www.parkdeanresorts.co.uk/faqs/accommodation/which-lodges-have-hot-tubs/

Typically, you would have check out by 10 am and check in from 4 pm.  Not everyone actually leaves by 10 am and not all caravans can be switched instantly at 10 am.  The hot tub will take time to drain and is then cleaned and then takes time to fill.  Then it needs to be heated.  By the time you arrived at 4 pm, the water was above flowing mains temperature so the heating must be working.  By late evening, the temperature increased to 27 degrees, again proves the heating is working.  By the morning this will be lovely.

I can't see any case for any claim or compensation here.
Rather than be an awkward customer, you may get a better response if you take a very softly-softly approach, thank the staff for their efforts but comment that you are still disappointed as it disrupted your planned relaxing start to the break after a long drive you just wanted to chillax for the first evening.  That might get you a voucher for a drink in the bar, or a bottle of cava or such like.

Try to enjoy the remainder of your holiday.