A mum-of-two has slammed Pontins after she and her family stayed at the holiday park for four nights.
Rebecca Parker-Walley has opened up about her family's experience when they visited Pontins in Ainsdale at the beginning of the month. When she arrived at the holiday park the 29-year-old and her husband Anthony with their two sons, one eight months old and the other four years old, were shown to a bedroom on the first floor.
The concrete steps leading up to the room were described as "narrow" which she described as inappropriate for her baby. When the family spoke to reception about the issue she was told if she wanted a different room she should have called before their visit despite not being aware that the family were going to be given a room on the first floor.
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After speaking with reception, the family were eventually moved to a ground-floor room that Rebecca described as "disgusting" with the mum claiming that the lock on the room's door was difficult to open and they were unable to put their eight-month-old baby on the floor to crawl because the floor was so dirty. As a result, much to the disappointment of their four-year-old son, Rebecca and Anthony were forced to go and buy cleaning products to clean the entire room.
The call operator from Stoke said that the sink drain was full of grime and every time water went down the sink it came back up, the knobs on the oven were covered in grease, and no matter how many times the family cleaned the floor they couldn't get rid of the persistent smell of urine, as well as the floor itself being damaged and the bed sheets stained. She said she will never return as she looks to claim a refund.
She told the ECHO: "It was disgusting, filthy and the mattress was filthy. It was being held together by the sheet cover. Having a young baby means he is going to be crawling on the floor, if we didn't have a cot I don't know where he would have crawled. If it wasn't for my four-year-old we would have just left. We were going out every day to get away. Everywhere was so run down and the apartments looked like they had never been cleaned."
Since the trip to Pontins, Rebecca has been in touch with Pontins, run by Britannia Hotels, and has been told that due to her not filling out a "Pontins Guest Solution Form" the company is unable to uphold her complaint. She has now said that she has contacted an ombudsman in hope of getting some form of compensation for their stay.
She said: "I am just annoyed that they obviously know how bad the place is. One person checked out immediately after checking in. The only thing I would take is compensation but afterwards even people on Facebook say you have to clean it yourself."
Britannia Hotels was approached for comment.
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