A mum has shared the letters sent to her by Pontins after she complained about a "disgusting" stay.
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, they found issues with the room.
Maxine said 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 and complained.
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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 we showed him [the manager] 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 became anxious in the room.
The family ended up leaving the holiday park a day earlier after being offered a room clean or a brand new apartment. After speaking to The ECHO, Pontins got in touch with Maxine directly apologising for the issues.
The full letter read: "We are very thankful that you have taken the time to share your holiday experience and observations with us concerning your recent stay at Prestatyn Sands holiday park. 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.
"The Guest Solutions department are here to respond to our guests on an aftersales basis addressing and acknowledging any concerns or issues they wish to raise. It is our intention to review all comments and feedback and relay back to the relevant managers at Prestatyn Sands so, if deemed necessary we can make the relevant improvements.
"We also note all raised areas or concern on a detailed report which is presented to the Director on a weekly basis for review. By doing this senior management are also able to take action on reoccurring or concerning areas raised to us by our guests experience.
"We nope 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."
When Maxine went back to Pontins to ask for a refund, the company responded with another letter where they added "this is our full and final offer".
The full letter read: "We write further to you reply. We can only re-iterate that all your comments have been taken very seriously, and the senior management concerned with the specific areas or your complaint have been advised in order that the may review the matters accordingly.
"A full report is made of all complaints received and action is taken to rectify these issues accordingly. We are pleased to receive constructive criticism so that we can make necessary improvements and we are grateful that you have taken the time to write to us.
"We feel that we have acted appropriately in dealing with your complaint and that we have made a fair offer of a 30% discount on a future stay. Please be advised that this is our full and final offer.
"Of course you may still accept this offer. Should you reconsider please reply to this letter within the next 28 das and I will prepare the necessary paperwork. Should you choose not to accept the offer presented then I must make you aware that I will not be able to enter in to any further correspondence, albeit by letter or by phone, regarding this complaint as a full and final offer has been presented and this response should be considered our final In closing.
"I would like to thank you once more for taking the time to write to us."
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