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  • FIRST POST
    • emmam99
    • By emmam99 11th Apr 18, 11:39 AM
    • 2Posts
    • 0Thanks
    emmam99
    0 WOW
    Park dean failure... what are my rights?
    • #1
    • 11th Apr 18, 11:39 AM
    0 WOW
    Park dean failure... what are my rights? 11th Apr 18 at 11:39 AM
    Hi All


    I'm looking to find out where we stand on something here... Easter weekend 2017 we stayed a Park dean Sandford in our touring caravan, and they unfortunately suffered massive electrical issues leaving us without electric for 3 out of our 4 night stay. After great discussion, they eventually refunded us in full for our stay. This Easter weekend 2018, hubby convinced me to give them another try (we have stayed at Sandford and some of their other sites multiple times without issue before that). We arrived on the Friday after a 4 hour drive to a very boggy pitch, but dealt with it and powered through setting up. Unfortunately within hours of arriving the electric went!!!


    They suffered issues with this for the night, and at 11pm we were moved to a different pitch where the electric was apparently OK. That was until the following morning when it went again :-(


    We were advised by the (very amazing in such a difficult situation) staff on site that there was no guarantee they could fix it (and in fact they were not hopeful at all) and that any one who chose not to stay would be given a full refund. Reluctantly we packed up our disappointed children, and headed home... less then 36 hours after setting off for our family Easter break.


    On the Tuesday I contacted their customer relations department to express how unhappy I was that we had experienced the exact same issue as the year before. Again, the lady I spoke to was wonderful, very understanding and empathetic. I informed her that whilst the refund was expected, I did not feel it went far enough to compensate us for the loss in money and time our failed holiday had caused, and the disappointment caused to my children. She assured me a manager would call me within 7 days (not working days, I double checked this)


    So we're on day 8 and no phone call, so I ring to find out what has happened and unfortunately my lovely staff member luck has run out. The lady (louise) is rude and abrupt, dishonest and unhelpful (she actually tried to tell me she was the person I had previously spoken to!! Like I wouldn't know!) After half an hours unpleasant discussion she eventually agreed to have a manager call me back, but commented that they would not be able to do anything more then what has already been done (holiday refunded) and that she doesn't know what it is I actually expect or want...


    It got me thinking about what I do actually want... we're booked in again at a different Park Dean site in August, so I suppose some money off of that would be nice, but am I actually entitled to any form of compensation? And am I right to expect it?


    Sorry for the essay... any help or advise would be greatly received :-)


    Thanks


    Emma
    Last edited by emmam99; 11-04-2018 at 11:42 AM.
Page 1
    • Oakdene
    • By Oakdene 11th Apr 18, 11:42 AM
    • 2,444 Posts
    • 8,825 Thanks
    Oakdene
    • #2
    • 11th Apr 18, 11:42 AM
    • #2
    • 11th Apr 18, 11:42 AM
    Hi All


    I'm looking to find out where we stand on something here... Easter weekend 2017 we stayed a Park dean Sandford in our touring caravan, and they unfortunately suffered massive electrical issues leaving us without electric for 3 out of our 4 night stay. After great discussion, they eventually refunded us in full for our stay. This Easter weekend 2018, hubby convinced me to give them another try (we have stayed at Sandford and some of their other sites multiple times without issue before that). We arrived on the Friday after a 4 hour drive to a very boggy pitch, but dealt with it and powered through setting up. Unfortunately within hours of arriving the electric went!!!


    They suffered issues with this for the night, and at 11pm we were moved to a different pitch where the electric was apparently OK. That was until the following morning when it went again :-(


    We were advised by the (very amazing in such a difficult situation) staff on site that there was no guarantee they could fix it (and in fact they were not hopeful at all) and that any one who chose not to stay would be given a full refund. Reluctantly we packed up our disappointed children, and headed home... less then 36 hours after setting off for our family Easter break.


    On the Tuesday I contacted their customer relations department to express how unhappy I was that we had experienced the exact same issue as the year before. Again, the lady I spoke to was wonderful, very understanding and empathetic. I informed her that whilst the refund was expected, I did not feel it went far enough to compensate us for the loss in money and time our failed holiday had caused, and the disappointment caused to my children. She assured me a manager would call me within 7 days (not working days, I double checked this)


    So we're on day 8 and no phone call, so I ring to find out what has happened and unfortunately my lovely staff member luck has run out. The lady (louise) is rude and abrupt, dishonest and unhelpful (she actually tried to tell me she was the person I had previously spoken to!! Like I wouldn't know!) After half an hours unpleasant discussion she eventually agreed to have a manger call me back, but commented that they would not be able to do anything more then what has already been done and that she doesn't know what it is I actually expect or want...


    It got me thinking about what I do actually want... we're booked in again at a different Park Dean site in August, so I suppose some money off of that would be nice, but am I actually entitled to any form of compensation? And am I right to expect it?


    Sorry for the essay... any help or advise would be greatly received :-)


    Thanks


    Emma
    Originally posted by emmam99
    I would guess that at best you might get money back (in addition to your refund) towards your fuel costs but short of that no, not really.
    Dwy galon, un dyhead,
    Dwy dafod ond un iaith,
    Dwy raff yn cydion ddolen,
    Dau enaid ond un taith.


    • newatc
    • By newatc 11th Apr 18, 11:58 AM
    • 277 Posts
    • 323 Thanks
    newatc
    • #3
    • 11th Apr 18, 11:58 AM
    • #3
    • 11th Apr 18, 11:58 AM
    Vote with your actions and book with someone else in 2019.
    • emmam99
    • By emmam99 11th Apr 18, 12:08 PM
    • 2 Posts
    • 0 Thanks
    emmam99
    • #4
    • 11th Apr 18, 12:08 PM
    • #4
    • 11th Apr 18, 12:08 PM
    Oh I definitely will not book with them again!! But August was booked long before Easter weekend :-(
    • sheramber
    • By sheramber 11th Apr 18, 2:37 PM
    • 5,014 Posts
    • 3,740 Thanks
    sheramber
    • #5
    • 11th Apr 18, 2:37 PM
    • #5
    • 11th Apr 18, 2:37 PM
    You an only get compensation for a loss.

    Any other than that is a goodwill gesture.
    • suejb2
    • By suejb2 12th Apr 18, 12:10 PM
    • 1,425 Posts
    • 2,170 Thanks
    suejb2
    • #6
    • 12th Apr 18, 12:10 PM
    Sandford
    • #6
    • 12th Apr 18, 12:10 PM
    Vote with your feet or in this case your caravan wheels! Accept the refund and cancel your August holiday there without any fees incurred.
    Then book somewhere other than Park Dean letting the C.E.O of Park Dean know exactly why. You may just be a small fish in a large pond but you have had two bad experiences.
    In my mind the first time in anything is an accident and you were treated fairly. They haven't, however, learned anything and experiencing a second time is ridiculous.
    Life is like a bath, the longer you are in it the more wrinkly you become.
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