A mum "felt sick" when she found crumbs all over the floor of her £234 Pontins apartment.
Maxine Hannah, 44, from Halewood, booked a three night trip away with her husband, Mark Malvern, 43, 13-year-old son and one of his friends as her family "deserved a break" following the death of her brother-in-law. But when they arrived at Pontins Prestatyn Sands Holiday Park on Friday, August 5, what they were greeted with was "disgusting".
Maxine described how there were iron burns on the floor, seagull poo on the windows and crumbs in the cupboards, on the floor and in the oven. After a quick look around and taking pictures, the mum went straight to reception.
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She told The ECHO : "It stunk as soon as I walked in, then we looked around and saw the iron burns on the floor, on the ironing board, the oven full of crumbs and a dirty toothbrush in the boiler.
"We went straight to reception and in fairness, the woman was lovely and she sent us to speak to the manager. We showed him the pictures and he said "that's not very nice" before saying he would have somebody come and have a look.
"It got to 9pm and nobody had come, the reception was closed and the manager wasn't around anymore."
The next day Maxine said the family "spent a fortune" in Prestatyn as she didn't feel comfortable eating in the room. She added her son started getting upset after noticing she has become anxious.
Maxine said: "I didn't want to go back to the room, I couldn't eat in there. We took pizzas and everything but I felt sick at the thought of cooking in the oven. I went back to reception on the Sunday and told them I was leaving early."
When leaving, Pontins filled out a "guest solutions form" for Maxine which gave a written account of the issues in the room as well as the resolutions the company attempted to give.
Maxine said: "They offered to go in and clean the room, or get us a new one but I was fed up and just wanted to go home. I emailed them through a complaint and haven't heard anything since. It's disgusting, I want an apology from them."
After Maxine spoke to The ECHO, Pontins got in touch with her directly and said: "We are naturally disappointed to learn that the apartment you were issued at the park, as detailed, did not meet your expectations. We understand basic cleanliness standards cannot be compromised and all units are to be fully prepared prior to our guests arrival.
"We are extremely grateful to receive feedback and we can assure you that all your comments, feedback and observations have been taken very seriously. We hope this experience has not deterred you from returning to us as we feel this is not indicative or our usual service or standards and are confident if you return we can restore your faith in Pontins.
"On review it is clear that certain aspects of your visit was dissatisfying and therefore we would like to offer you a 30% discount on a future, like for like, brochure priced break. Please reply confirming acceptance of this goodwill offer within 28 days, after which it will expire once confirmed, you will be able to redeem within a 14 month period."
In a further letter they added "this is our full and final offer". In response to the letter, Maxine said: "No thanks, I wouldn't want to go back there at all."
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