Parkdean Resorts (formerly Park Resorts)
Reviews and Complaints

Claire Thrower
32 Holts Close
Gilmorton
Leicester
LE2 9GU

23rd July 2021

To The Manager
Re: My Holiday to Trecco Bay, Porthcawl, South Wales 12/07/21-19/07/21
Caravan 166 Sycamore

I am sending this complaint with regards to the recent Holiday booked and paid for through HOSEASONS. The beautiful description and photos shown via a HOSEASONS website and links, the conversation held between myself and a HOSEASONS staff member who called me on Friday the 9th July 2021, 3 days prior to travel. Then calling on the morning of 12th July to be told my holiday was in fact a PARKDEAN holiday and HOSEASONS were acting as just an agent!
To say I am disappointed is an understatement. I am disgusted and appalled at being treated like a simpleton and to just be expected to accept that my vacation is with PARKDEAN and that this shouldn't be an issue at all, as I would still be going on holiday to the same place!
Well, this was and is far from OK. There is a reason I book my holidays through the companies I choose, I read reviews extensively and look at any press both good and bad. I look at all holiday parks and value for money and the prices being charged for the holidays I am looking at. The latter being an absolute disgrace by all UK companies who have both inflated and exaggerated prices. All involved including both of you, HOSEASONS and PARKDEAN, should be ashamed that you are taking advantage of a global pandemic to charge the most excessive costs for UK Holidays. Families in need of a break have no choice but to book in the UK due to Government Guidelines and Green, Amber and Red Zones. Therefore, profits must be very healthy for the UK Holiday parks and I, myself can only hope the government take a stand and put a stop these ludicrous costs.
Now the reason for my own personal complaint, which requires both Hoseasons (whom I booked and paid) and Parkdean (whom I found out the morning of travel were in fact the Holiday Company I was going with and Trecco Bay is a Parkdean Caravan Site) to look into my complaint and are required to do what both have failed to do, especially with my booking. Communicate with each other as I have been failed by both and I do not take this lightly. I usually book through Haven, whom I have never had an issue with when confronted them with any issues I have had, their customer service has always been exceptional. You will no doubt be asking yourselves why I 'didn't book with them', if they had a caravan to the standard I required, at a holiday park wanted and all available, they would have been my first choice, depending on the outcome of this complaint, they may stay my first choice!
I was unable to book my holiday as early as I would have done in normal circumstances, however my holiday abroad wasn't cancelled until just before I was due to fly. This was the second year it had been cancelled due to Covid 19 but having children, both who suffer with mental health and behavioral problems. I had decided I would try and make the best of a bad situation and still try and make a holiday enjoyable, despite being a UK holiday.
I had been Wales before and really enjoyed time spent there, as did the children. So decided on South Wales and started my search. Haven as previously advised had nothing. I hadn't booked before with either Parkdean or Hoseasons but on reviewing, felt Parkdean prices were excessive. Hoseasons however, was recommended by a friend who holidays yearly in Devon and never had an issue. I chose to go through Hoseasons and looked at the caravans. This was not booked immediately as I needed to discuss with my husband. Then came the email, asking if I still wanted my holiday and at a discount being offered. This was for Trecco Bay, a clearly marked email from Hoseasons, nothing mentioning Parkdean so I had no reason to even consider the possibility the camp site wasn't Hoseasons. A 2021 model, 2 bed caravan was selected and as I don't take my own dog on holiday, selecting a caravan that doesn't allow dogs is a must. Why would I want dog hair from someone else's canine? As you are aware to get a dog hair free caravan you can't get these in the lower or even middle price bracket. Yet another money maker. This was all booked over the telephone with a HOSEASONS advisor. What was also discussed and explained in detail with the advisor that yes, you can make requests but not guaranteed as read on your website, but it was essential due to disabilities that we needed our caravan very close to amenities, this was a must. If this couldn't be done or only a maybe, then we wouldn't be booking. Of course, we were then told this wouldn't be a problem, was this to just secure the booking? at this present time I would definitely say yes.
Three weeks prior to travel I was constantly scouring the internet for a direct number for Hoseasons. This was ridiculous. The number provided was constantly busy and despite calling all different times of the day, the message was always the same, due to high call volumes the wait was approximately an hour and please call back when less busy. I tried to email numerous times over the next two weeks via the website and no response at all. This is disgusting customer service. I had better customer service from British Airways and they were dealing with refunds! I finally got through to Hoseasons by commenting on both Facebook and Twitter pages, of course then a message was sent to me within 24 hours. Bad press on social media would be very bad for business wouldn't it? All I was requesting was to be able to book activities if possible, I had heard from family that a caravan site they used in 2020, that had to book swimming times. As all was easing per the government, I wouldn't of thought there were as strict rules in 2021. I was advised by a text a few days before travel of a link that I could book activities. I had chosen Trecco Bay due to the long list of activities available, my children need to be entertained and always distracted. I was aware that there were 'some' charges as per small print and expect this but the costs and what is charged for go to a whole new level of extortion!
Clip & Climb £9.50
This may be one of the only activities I feel is worth the money.
PS5 1hr £8.00
(not advised under 12 needs supervising considering 90% of children under 12 own a console! I pay the same price for 1 month of PlayStation plus at home, you are making a profit knowing children come away on holiday with no console so this is too much temptation and ‘I want, I want' at parents, also considering the only tv option in the caravan is Free view which is about as interesting as watching paint dry, would it have been too much to put a tv/DVD combi in the vans, especially as ours was not the cheapest of accommodation?. I really would advise management to converse with Haven as to what makes customers happy and in an ‘home from home' environment.
Make a Memory Sand Art £6.00
What a total waste of money for a Pound land activity! Total rip off for an A4 sticky piece of card to try and attach craft sand too.
Money Box Making £6.00
I assumed this was at least a ceramic money box to paint and decorate, what my son came back with was a thin box that was falling apart that was supposed to have separate pieces slot into each other, no glue was given but very much needed, yet another Pound land bulk buy? Total piece of tat!
Make a Memory Pottery £8.00
Lovely little item but still expensive for what it is, I've only ever paid max £6.50 for these items, especially when paying for 2 children to do the activity.
Inflata Jet Skis £7.50
My children didn't even get to do this! Where on the link and website does it tell me this is for maximum age of 7 years? It doesn't! especially as when booking you knew the ages of my children. But no, you still put the booking through and took the payment, que two very disappointed children when going to the pool and being turned away to which then I have to find something else for them to do after they went through their tantrums with their health conditions, ADHD, anxiety and mental health. Disappointment is the last thing I want to see on my children's faces when I have booked in advance to ensure the children were kept busy, knowing this is a must when controlling their conditions and also to prevent any boredom from them which makes children unpredictable and doesn't help my own fibromyalgia pain flaring.
Bear Grylls Hide to Survive £10.00
I am absolutely disgusted that I paid for both my sons to do this activity and expected something far and beyond, especially watching Bear Grylls on the TV. What my sons got was a scouts lesson from a scout leader! From a family that watches programs on how to survive in the wild I would most definitely say this was far from it. If my boys wanted to listen to survival tactics and stories, we could have drove them an hour to the other side of Wales and had them climb a mountain with Billy Billingham ex SAS! Then at least they would of heard how to truly survive and it wouldn't have cost me a tenner for the privilege!
Wizard Academy £6.00
A* for this activity, my youngest son loved this and was repeating all he did through the day. He was given items and a booklet to show him how to do tricks and was worth every penny. So many more of this type of activity is needed.
High Ropes - I find it bizarre that you charge for this when it is in the middle of the play park! Yet another money maker.
Cricket and General swim FREE, yes I found something Free!
Out of all activities, only the shortest list of items are cost FREE which is appalling.
As for the General Swim, yes I appreciate with the Covid pandemic that numbers have to be smaller to use the pool and time needs to be restricted. What I didn't expect was to find out 3 days before we were travelling that the maximum time my family and I had were allowed to use the pool was 2 hours 15 minutes for the entire time we were there. A maximum of 3 times if staying 7 days and 45 minutes per time. The pool is a big issue when booking a holiday for us as a family especially with children who have special needs. My children would be in the pool all day every day if allowed. They weren't even allowed to use the pool once a day at the site pool. Should hours not have been extended to allow more time in the pool? Even once a day would have been a lot better than 3 days out of 7, did you see the temperatures in the week we were staying? The heat was high and due to my own disabilities of fibromyalgia which leaves me with pain throughout the nerves in my body, a campsite was chosen so my children could keep distracted and a pool with slides was chosen so the boys could entertain themselves in the water if hot weather. The beautiful beach and sea were a godsend but having to travel did have a negative effect on my own health and disabilities which I wanted to refrain from at all costs. Leaving the campsite to keep my children distracted also have a negative effect on my bank account, having to spend a lot of money on items that I wouldn't have accounted for but had to buy for my children to play on the beach and inflatables for the sea, considering they didn't have a pool with slides to use throughout the day in scorching heat. When we were allocated time for the pool, the practices in place couldn't have been made up by a 5* comedian! Yes, a one way system was to be in place (although never adhered to in restaurants or the evening entertainment when adults using the bar!) We entered the pool one way, even though no instruction was given by staff to how practices were taking place when arrived at the pool, we arrived in swimwear with clothing over the top. At poolside no cubicles were used, we were given a bin liner to put all items in, so outside clothing, shoes, keys etc and asked to leave these on tables at poolside. On the alarm for time up in the pool, all users were advised to collect items and use the exit door to the side. This is where you could not make up what was required to do, it was truly shocking. With dripping wet swimwear and a bag with personal belongings, we were led into the street! Yes, that's right the street! The exit doors led outside to the street where all shops are in Trecco Bay, with a few tables outside the exit doors you could use if needed to empty out belongings. Luckily for us, we had drove up to the complex as my fibromyalgia had been extremely painful so walked from the exit through the street to the car. The last time I had walked among the street and stores in a bathing costume was from Dunns River Falls in Jamaica and Trecco Bay is far from the Caribbean! My eldest son who suffers with Anxiety and ADHD is very self conscious of his body, he is 12 years old, going through puberty and as stated, suffers health issues. How do you think he felt with numerous people looking at him dripping wet in swim shorts and then commenting to themselves when we had given him towels to cover himself? This is Shameful PARKDEAN AND HOSEASONS! Yes, I hold you both responsible for these practices as you both profit from my money!
Three days prior to travel, when all booked and paid for, we were advised by a website link just how bad the restrictions were. Children with disabilities weren't taken into account and I was never consulted or asked if there was anything that we could be assisted or helped with to ensure we had a good time, with restrictions that had to be in place. Whereas Haven would go out of the way to ensure the whole family would enjoy a holiday, HOSEASONS and PARKDEAN was very vague in communication and in person, I think only 2 groundkeepers were seen in the whole week, despite the 2 staff at the pool of course and those behind the bar. Not one member of reception or anyone who would be considered as management was anywhere to be seen, which we are certainly not used to.
The website mentions Restaurants as in plural, one restaurant you could sit in with half a menu that you had to order from the table via App. Food that my children wouldn't eat. Once again having to pay put off site. I wonder what guests would do without Uber and Just Eat?! The wide range advised on your website is incorrect, there is most certainly not available all that you state.
The Caravan in itself was nice, I would have expected to say lovely considering the cost, but I couldn't go that far. This van was 2021 this season, how old would that of made it on the 12th of July? Certainly not old enough for the sealant to be hanging off around the shower allowing water to leak everywhere, fed up with waiting for someone to come and see to it, we pushed it back around ourselves but knew would only be a temporary measure, it needed sealing. On arriving at the Van, a text had to be sent as only 2 stools were at the table. If you are not aware, children with ADHD and behavioral issues need structure and routine, therefore mealtimes are around a table as a family. Very difficult when two stools are missing. Therefore, my children would eat very little and needed constant prompting to sit back down as we couldn't sit as a family. A text was also sent advising there was no shelf at the bottom of the fridge door to hold milk and juice. On the Wednesday, late morning, we finally got assistance, not the ideal stools to match from the pictures of the van we booked, nope, two odd chairs that had been found to allow us to sit together! We were told by the same maintenance man that there wasn't much chance we would get a shelf for the fridge in the week we were there, we didn't. How can this van not be picture perfect when it was so new? I can only assume most guests would ‘make do'. I am not most guests.

The morning of Travel I opened the PDF to see exactly where our caravan was, as Hoseasons had advised would be close to amenities. It didn't look that close to me so called the telephone number given. Firstly, I spoke to a young girl to advise what had been originally discussed with HOSEASONS. That booking was on the condition of being close to amenities as couldn't walk far, I was told there was nothing that could be done to move us closer, vans had been allocated. I requested a manager who was only put on the phone when I told the young girl to issue me a full refund as already, I was far from happy with the customer service and wasn't even on the campsite yet, that and no assistance was being offered whatsoever. A ‘Manager' then came on the phone, if she was a manager, I'm aware how calls are taken and who the calls are passed too. I then discussed with said manager that the car was packed, we were about to leave and as I had put trust in what I considered to be a HOSEASONS holidays, had only just looked at a map of where we were to be staying. Once again, I was told sorry, we can't be moved. Then I was told something that made me feel absolutely disgusted to be staying at YOUR park. We could have been put closer if paid an extra allocation fee! YOU want ME to have paid an extra amount because I am classed as disabled and can't walk far? Hang your heads in shame. You are making money from guests to want to be closer to amenities, you should be allocating vans closer to those who have disabilities as a free service to help guests. Never, ever have I been so insulted, never has Haven taken advantage of my disabilities and wanted extra fees to move me closer. On stating that HOSEASONS knew of my situation, I was told of course that HOSEASONS had not told PARKDEAN of any of this, and there you see communication at its worst, none at all! I then advised was due to leave out but if get to the park and was too far, I would be stuck in the van limited and as I also suffer severe mental health, this would be made worse if stuck in a van in physical pain with fibromyalgia, I would prefer to stay at home. The manager told me the van was about 4 minutes from all amenities. 4 minutes for your average adult is 8 if fibro pain is minor, if major triple the time. I didn't want to let my children down so decided to travel.
On getting to the site the first impression was a good one, it wasn't very busy which I had hoped and getting to the van after taking a few wrong turns, all outside looked ok. The van was nice on the inside but would have expected the small home comforts, a DVD player wouldn't spread Covid! My children and husband went to the shop, this was them seeing how far away we were. The response was not close but not too far. Later in the day my children wanted to go the amusements, my husband took them with the understanding I would meet them in an hour once I had took my pain medication and called my older son back home. I was told the easiest and quickest way to go to meet up with my family. This took me 10 minutes. What should have been 4 minutes to all amenities took me 10 and what was even more disappointing was that this wasn't even the amenities, it was the back of the restaurant. To get to the park, shops and all other amenities I had to walk to the other end of the ‘street'. Even to walk and get my children an ice cream was a far walk for me. On getting back to the van I was in agony, I needed stronger meds and my tens machine. It was like this for me for the whole week. I had to spend a lot of time on my own in the van as knew I would suffer on my return if took my sons myself to their activities. We had to drive up to swimming, to the restaurant and shops. I was so disappointed in both HOSEASONS and PARKDEAN for not communicating with each other after I had stressed so much the importance of why I couldn't be far from the main complex. It was so disheartening that I couldn't enjoy and experience a holiday with my children why they are still young, all because NONE OF YOU would listen and even on speaking to PARKDEAN before leaving and advising that I would be contacting them by return if I was let down, was advised ‘'oh no, you need to send that to Hoseasons''. So, in one breath she was telling me I was going with Parkdean and in the second she was telling me if many issues I need to go to Hoseasons! This told me in no uncertain terms that the staff of PARKDEAN didn't want to deal with any issues or complaints that arose, even if within the campsite. As I see it PARKDEAN is all the issues on the park, activities, amenities, caravan allocation and total ignorance of those with disabilities is on YOU. HOSEASONS, the entirety of this complaint is on YOU! YOU booked my holiday, YOU listened and advised made the arrangements for my disabilities and then didn't follow through and YOU banked the entire cost of my holiday! I myself didn't get the holiday I had hoped for, I had dreaded being stuck in the caravan and my stay had resulted in this, both holiday companies failed my disabilities completely, only interested in me booking and not bothered In the slightest of any restrictions I would have if you didn't follow through with what I was originally was told.

I would expect this complaint to be dealt with in its entirety in a timely and in-depth manner. All aspects need addressing and answering by both companies, HOSEASONS and PARKDEAN.
Please do not come back with excuses and covid being the reason for restrictions and costs being high. I never expected to pay what I did for a caravan and then the extra costs for activities which was in excess of £250 for both children. I expected a lot more to be at no cost at all. I would have expected to have daily use of the pool, but shorter times and I would never have expected to walk from a pool, dripping wet onto a street. You may read this and think we got a very good deal for the price we paid, I find it very poor. What was a very good deal was a 4-bedroom Villa with own pool and games room for 14 nights at a cost of £1500 (less that you charge for two weeks) in Orlando, Florida which Is where we would have been if not for Covid.
Please do not make me lose faith in taking holidays in my own country, as at present I feel I will never holiday in the UK again after this experience. None of my social media has been updated as yet with our recent holiday experience, nor as Tripadvisor or other review sites I regularly frequent, I await your response before updating all.
I hope to hear from you forthwith
Yours faithfully
Claire Thrower

Hello,

I am sending this email in regards to a stay we had at Sandford holiday park recently. We stayed in the lodge S8, Chestnut Avenue from 16-23 July. Our booking number was 872994.

As so many people we booked a lodge this year as we wanted something a little more special for our main holiday instead of a usual cheaper caravan stay. Unfortunately this is not what we got. When we initially walked in, it looked great, spacious and clean. However, it was not long until we started to notice many issues.

The shower in the en-suite was not working. The toilet in the en-suite did not flush as it should, the fan in the main bathroom did not work and the bedding in the master bedroom smelt foul. There were many essentials missing from the kitchen ie no tin opener, no roasting tin, only two drinking glasses. The Pyrex dishes were also greasy and clearly had not been cleaned properly. There were no toilet brushes in either the bathroom nor the en-suite. Certainly not the luxury we thought we paid for.

After several attempts to call reception we finally got through to report the issues only to then not hear anything back for a day or so. We then went to reception in person only to be told they had no record of the complaints so we had to report again. The only issues that were rectified on the day after that were the en-suite shower and the bedding.

Also when my two young children were playing on the grass next to our lodge in their sandals we discovered a huge amount of cigarette butts (we don't smoke) and a lot of broken glass including two whole bottle bases on the grass. Please see the attached pictures. This is not only unhygienic but dangerous.

We have been to many Parkdean resorts in the past including this one and never previously had any issues. It's very unfortunate and disappointing that when we paid extra for the luxuries of a lodge holiday, we encountered all these problems and inadequacies.

I look forward to hearing back from you.

Kind regards

Joe Burgoyne

1. Friday
We arrived after a 6 hour drive to find the concert room was full and the convenience shop was closed. Unable to purchase t/roll as none provided.
2. Saturday Went to the chip shop and came away after we saw the exorbitant prices... we thought it was a joke.
3. Sunday We were unable to regulate the heating in the caravan.
4. Monday Ran out of gas. Birthday trip to Loch Lomond ruined as we had to wait in all day for a heating engineer, no shower, no cooking, no hot water and were advised that the thermostat was faulty and the man on site said the electrician would come the next day as Monday was his day off.
5. Tuesday. Waited again and no electrician but by then the caravan was either freezing cold or boiling hot.
6. Wednesday Finally went to concert room where we found you needed a mortgage to buy bingo tickets and the cash machine had a withdrawal charge of £1.86.7. Thursday At reception we were asked ; how you finding it so far and we said it was the worst site we had stayed on... her reply was... sorry about that. We wanted to go to the beach but with one of our party being disabled, it was impossible to cross the bridge although on the map there was no train line showing.
8. Friday Never been so glad to go home and having been to several of your resorts previously, this one leaves a lot to be desired, so to this end I request a refund for the worst holiday ever.

There are several of us staying in regent bay for years but they are threatening to evict us as we have no permanent residence as we all live with parents/ relatives/our children and because of this we are going to be evicted.. we are on the electoral register and provide an address where we stay but cannot produce a council tax bill of course as we stay with family they have these on driving licenses bill but they are threatening to throw us all off many of us are pensioners so not sure where we stand !?!?

This company is a joke. My mother in law booked a holiday break with the family, however, she has sadly passed away recently. We have contacted Parkdeans joke customer services on numerous occasions. I then sent a copy of the death certificate as requested but received no response from them. Finally after ringing for over a week spoke to someone in customer services who stated they had not received the e-mail. However, I had an auto response stating they had received. However, I again forwarded the certificate and again no response from them. I managed to get a web chat with customer services as again their telephone are stated as "unmanned at the moment" and they stated that they are going to keep 80% of the holiday cost as a cancellation fee. This is on top of the death of my mother in law and causing stress for hard working families who have struggled to finance a holiday. This company is shameful and I would avoid making a booking with them at all cost, just look at the reviews and I am not the first. I am going to make as many people aware of this company as possible.

To whom this may concern,

RE: Booking reference - 8354287

I am writing to complain about our recent stay at Romney Sands Holiday Park. I very rarely and cause or the time to complain, with two young children but I feel I have to make time to provide feedback so that other guests' stays can hopefully be better. I'm sorry to say, we were incredibly disappointed with the accommodation and the service we received at Romney Sands. We fully appreciate the strain you must be under with all the COVID restrictions, to still provide family breaks but there are certain standards that should still be met. And in terms of cleanliness, standards that are even more important to be met.

Our accommodation was on the first floor which made coming and going with a pram very difficult. I'd have like to have been made aware of this before we arrived or given the choice of a ground floor. The entrance to the property was very dirty and full of cobwebs.

As we walked in we first saw the wobbly, unsecure freestanding and BROKEN bookcase, which we had to move immediately into one of the bedrooms to stop our toddler from climbing up and and pulling it down on himself or falling through the broken shelf. In the kitchen there was only one working plug socket. Meaning we had to chose between kettle/toaster/microwave to use at any one time.
The doors to the bedrooms and bathroom were so difficult to open, they were completely stiff and needed force to open, meaning our daughter couldn't just take herself off to the loo as she usually does. They also made a horrendous noise when we did manage to get them open.
The towel hook on the bathroom door was hanging off, the toilet was dirty, the dust level on the pipes and floor was unacceptable.

In the kitchen we arrived to dead flies all over the window sill. The fridge door did not close properly so our milk and butter got warm and inedible. There were no cooking utensils fit for purpose, the sharpest knife in the drawer struggled to cut grapes for my youngest. The pots in the drawer were all filthy and clearly hadn't been cleaned since their last use. It's misleading to advertise ‘self catering' if you cannot cook a meal with the equipment provided. The kitchen bin was tiny and overflowing after 2 days.

We had dinner in the boathouse restaurant on our first evening and unfortunately, it was awful. The food was cold, took a long time to arrive and was of poor quality and the service was quite shocking. I asked for some bread and butter 4 times before it eventually arrived, and asked for a small bowl for my toddler literally 6 times, eventually giving up and feeding him from a cup lid I had in my bag.

Again, I appreciate the extra steps you're all having to take and the added procedures you're having to follow but it doesn't feel as though you were ready to open and operate the holiday park.

The swimming sessions of 45 minutes really are not long enough, they needed to be at least an hour, especially considering there is not much else to do indoors when the weather is poor.

We booked this as a budget, last minute week to the seaside for the children given the unpleasant year we've all had, and although we didn't spend an incredible amount of money to come here and were under no illusion about the limitations considering the cost, it was still over £300 which is a lot of money to us and we really don't feel our stay was worth anywhere near that amount in all honesty.

Please see photos attached.

We are really reluctant to use Parkdean again which is a real shame.

I'd appreciate a response with your comments.

Many thanks.

Victoria Florek
1 St Marys Close
Orpington
BR5 3AJ
[protected]@gmail.com

In February I booked a holiday with Parkdean Resorts booking number 7953372, I paid most of the funds due leaving just £51.73 to pay. Payment was due on 21st August and on the 20th I went to the companies site to pay the balance owing and I believed the whole payment had gone through, however unknown to me for some reason only £10 had been paid. I know that I had put in the full amount so I have no idea what happened here, I have asked my bank to check but they could find nothing. I received a booking confirmation and because I believed the payment had been made I paid no attention to it. On the 24th August I received a message marked important notice. This advised me my holiday was cancelled and all funds lost due to non payment. I have called them and was told they will see what they can do and I must wait for a week, Nobody will help me, I emailed the chief exec and every address at Parkdean but all I am getting is a holding email. I need to know what is happening and I will have to pay funds to my sister who was coming with us so my losses will be more than just the holiday cost. I have been on Facebook and Money Saver Expert sites and find I am not alone there are many others who have been cancelled without any contact from Parkdean. Why would I just pay £10 the day before full payment is due? They are ignoring my emails, I really would like my holiday reinstated which was to be taken on the 18th September at Coopers Beach Mersea Island and will happily pay the difference owed plus any fee for reinstatement of the holiday.

Kind Regards
Mrs Sandra Evans

Dear Sir or Madam,
I am writing to you to make a complaint and express how disappointed and defrauded I feel because of your action in regards to my holiday cancellation.

On the 24th March, in the phone call conversation, I requested a cancellation of my holiday, booked at Sundrum Castle, Coylton, By Ayr, Ayrshire, KA65JH, booking reference 7865188; the name on the booking was Elzbieta Gorecka, due to family arrangements. As you see the cancellation was made four months before my holiday was due, so I was expecting to get a full refund, minus the deposit and an administration fee.The customer adviser however, told me that I will receive 50% of that amount, which was weird, but still acceptable, although I don't know how can you act against your own cancellation policy.

In your Terms and Conditions in regards to cancellations, it clearly states:
Because we incur costs in cancelling your booking, if you do not have cancellation cover protection, you will have to pay cancellation charges as follows:

Number of days prior to arrival that cancellation notification is received:
Cancellation Charge as a % of total holiday value
More than 70 Days - Full standard deposit (if you have paid a discounted deposit you will also need to pay an amount up to the standard deposit) plus administration fee
70-57 days - 60%
56-29 days - 80%
28 days or less - 100%

Because I was cancelling far before 70 days before my holiday was due, I was expecting to get a refund; 50% of what I paid is high for an administration fee, but I was even more shocked when I received an email from you telling me that my holiday was cancelled with NO REFUND DUE !

See the copy of that email:

Your booking number: 7865188
Holiday park: Sundrum Castle

Dear Mrs Gorecka,
With reference to the above booking, please be advised your holiday has now been cancelled with no refund due.

If you have any queries please email [protected]@parkdean-resorts.com where a Customer Service Advisor will be happy to help or to see our full terms and conditions click here. Our operating hours are Monday to Saturday 9am to 5pm.

Kind Regards

Holiday Sales Support & Administration Team
[protected]@parkdean-resorts.com

How does this work? Your actions are absolutely disgusting. It's a robbery and a rip off. You have taken over £200 of me and did not refund me even a penny back. This is an absurd.

Also in you Coronavirus Advice section it states:
'Bookings from 15th of May

At present, we're planning to reopen our parks from the 15th of May, subject to government guidance. If you still wish to cancel your holiday ahead of this, please note, it will be subject to standard cancellation terms.'

It looks like my cancellation was done unfairly and I should receive a refund.

Therefore, I request you to revise your decision immediately and pay me back what it was supposed to be paid, which is about £200, after deducting the deposit and an admin fee if you want.

You can be sure, I will do my best to make your disgusting actions a public knowledge by informing Tripadvisor customers, media if necessary and will use all other possible ways of spreading the word.

I expect my money back as soon as possible with formal apologies from you.

I look forward to hearing from you. You can contact me by responding to this email or by telephone: [protected].
Yours faithfully
Elzbieta Gorecka

Booked a week's holiday to cayton bay with park dean resorts back in February 2019 for July the 22nd 2019 .we paid £900 pounds for what we thought was a luxury caravan for seven people, we were told that we were staying in the Harrogate caravan the pictures & the description of the caravan sounded great but when we arrived at the site & picked our keys up we were told we were staying in the ivy 9 caravan which was the Harrogate range nothing like the description & photos it was very dirty, smelly the fridge still had spillage of milk in the fridge the shower was disgusting with red spillage in the tray of the shower it had not been cleaned at all smelled of damp dogs, curtains were hanging of the rails the table was broken & it was swarming with flies because the outside bins were overflowing, having just arrived I went to reception to voice my concerns & was told the cleaners would be round to clean it but no one arrived I wasn't offered any alternative so having travelled all that way we stuck it out but had to clean it ourselves we didn't cook in the caravan due to so many flies it was really disappointing as I took my family on this holiday & felt ashamed that I booked this due to false pictures & description of the caravan, I have rung head office about my concerns & felt that nothing was resolved as they told me they have closed the case after they paid me £90 which they say it's their policy I will not reccomend this company to anyone we are a hard working family & don't deserve to be ripped off, I do have more pictures but they are too large to send I can get them copied & post them to you

Currently staying at Highfield Grange Clacton on Sea

Reported on first day that window locks were broken and that the living room window had been attempted to been forced open from the outside!

On further inspection outside light and kitchen light found to be not working and secondly the gas fire does not work in the livng room also we are not able to use the oven as no numbers are present unsure any gas marks. Also the vents on top of the oven has previous occupants rice deposits! !

Only fault to have been after 4 days is the light bulbs!

Totally isolated away from main complex having to drive to get any assistant

Would not recommemned this site.

We stayed at the Parkdean holiday resort in Crantock bay from 13/72/2019 until20/7/2019 on arrival we found the shower blocked and it remained so for 3 days our booking stated entertainment included there was none restaurant was never open for breakfast and as there wee myself my wife, Mother, Sister and my twin 2 year old Sons we found this very difficult as all over holiday parks we've stayed in always do breakfast The caravan was small cramped and smelt damp I asked when booking if the caravan was spacious enough for 6 people and was reassured it was on arrival I was shocked was a small caravan not suitable for 6 people as stated I paid nearly £600 for this and am very disappointed also when walking around the caravan park dog mess everywhere not nice at all I have used Haven John Fowler and Park holiday parks in the past and have never been dissatisfied before we were unable to shower fir 3 days of our holiday and our clothes all smelt of damp had no entertainment which was included in the price and no where on site to eat in the mornings
I really hope you will look into this for me
Thank you your sincerely
Mr C Higgins

Well what can I say about Thorness bay apart from this STAY WELL CLEAR OF THIS HOLIDAY PARK AND COMPANY.

We stayed in Caravan 43 in solent Village. They stayed this was a GOLD Caravan.

We the outside and I side doesn't show it to be GOLD. (Judge for yourself).

I wouldn't recommend eating in the bar unless you have a big wallet and are prepared for poor quality of food. Their food comes from 3663 and is ALL Frozen. Not fresh at all. We had a full refund on the food and didn't eat the food.
the so called chip shop serves frozen chips and frozen fish but they don't do anything else that you would expect to see if a chip shop. This is not worth the money. £2.70 for a small cone of chips.

We checked in online the 13th July 2019 and made an official complaint on the 14th July 2019 to Guest Management.
Our complaint was heard and listened to by sitems management but was not forth coming when we needed things sorted or wanted them to be sorted prior to our arrival and Early Check in which we paid for as an extra for a fee of £25.00

The complaint for this company is now ongoing with their Head office and the IOW Torness Bay Holiday park.

We have been offered a small fee of £60 refund of which we feel this is an insult to what we paid to have the holiday given the inconvience that our family had to endure during our stay.
The Caravan was meant to be GOLD, well this is what they say, but I would hate to see what their basic holiday homes are like.
We have had broken dining table chairs, dirty floors and cupboards. Dirty doors and radiators. Broken lights which are still awaiting repair.

We have now forwarded our complaint to Head office and Traiding Standards and Environmental Health as our complaint did not just involve the hygiene of the Caravan but also the park and the pricing structure as the home we had is not that of a gold standard. But they wete also selling the same holiday for this same week at a reduced price to what we booked and paid for in January of 2019.
I guess its each to their own on standards of a holiday, but in our opinion the pictures don't show that of a GOLD standard holiday home.

I will upload our videos and 275 pictures showing the mess of the park and the holidays homes they rent out.
We had a cleaner come back to our caravan to conduct a Deep Clean, they have not completed their offer as the Caravan is still dirty in places and areas have still not been cleaned when we was told they would be.
A Deep Clean includes everything on the Caravan inside and out. And this has still not been done.

Be prepared to clean your caravan when you go to this place. The cleaners don't know what cleaning is or looks like.
Everyone be warned!

Family's please also watch our for the speeding little 4x4 quads they use and the old vans hey have around.
the speed limit is 10mph but they have total disregard for the rules of the site.
This was also reported to the site management.

. After check in @ 1pm reported 2 broken chairs within the holiday home - maintenance attended after 1hr - 1.5hrs and fixed them with screws

· The cleanliness within the accommodation was not satisfactory - eg, exterior dirty, moss around the outside and the roof contains grass. The bathroom was not clean, mirrors had smears/fingerprints - glasses in the kitchen are dirty - Food still in the plughole. Long hairs on the carpet picked up by guests daughter. Curtains not staying up well.

· Site looks worn

· Buggies driven very fast around park exceeding the 10mph speed limit, by staff

· Leak under kitchen sink and shower tray not draining properly

· Complex given wrong information on where the cashpoint was resulting in guest having to go to the shop only to find the cashpoint was in the complex

· Cash point claims it charges £1.75 per transaction when it actually charges £1.85

· Was advised by Central office that we had an outdoor pool, we do not

· Pool not big enough for site, tiles mismatched and grout dirty

Myself and family recently stayed at this park, this was a treat for my mother in laws eighth birthday, so we had a few minor issues but our main complaint is the problem with the electric on site and the rude attitude of most staff, so on Friday the third of May (our first night ) at ten thirty our electric went off leaving darkest and no heating or water in -3 conditions, My wife phoned the security number, and also spoke to other caravan residents, who also had issues, they person on the phone told me they where dealing with it, so on Goes the electric, it then goes on and off until at eleven thirty it stays off, fed up and tired we wrap blankets around and sleep in clothing, it gets colder and colder, within the caravan we have my mother in laws whose eighty and asthmatic, and my niece who is 8 month's pregnant, so two vulnerable people.so at six o'clock, My wife phoned security again, this time is out at our caravan, she found this man to be rude and arrogant, he said we had too much stuff on, (fire, kettle, TV, all provided by park dean), My wife tired to explain that it was all caravans in that area, the man started shouting you didn't listen to me on the phone and you are not listening to me now, My wife asked if he thought this was a nice manner talk to a customer?, and asked if he was employed by park dean? He said no in a sarcastic manner and point to his park dean badge, She asked for his name and told him she would complain, he then said i am Stevie and I will see you at reception at nine, this was said as a threat, after this until around ten a.m the electric went on and off, we complained at reception and asked to moved caravan as no one was aware if the electric would be fixed, I was told no, I also complained regarding the security guard, the staff was disinterested and said the electrician was in way, so after ten thirty and another visit from security who this time blamed the kettle, finally electric is on, we manage to have Sunday as a day with all facilities working, Monday (our check out day) out goes the electric around eight thirty, we have no hot water for washing, no facilities for making breakfast, no heating yet again, the weather was very cold but the sun was out so not as cold as Friday, so my wife and my sister in law go to inform reception regarding problems we are having, first girl is very disinterested and they ask if they are not going to offer anything, even a cup of tea? The girl said no she can't do that and they ask for the manager, other girl at desk says she's is the manager they tell her our problems, first she says she doesn't know anything about the problem with electric on Friday, and tell her they have complained regarding security, Stevie's attitude, she then agreed with Stevie that it was probably our own fault, after challenge on this she changes her mind but says it's one of they things over and over, she agrees finally that we can't check out until electric is fixed and let's us stay in longer, they suggested that maybe as courteous we should be offered something, she said like what? My wife asked for breakfast and she agrees, she then offers money off a future holiday with park dean but is quite rude saying if we take it we have no further right to complain, and that she dealt herself with all complaints anyway, so we declined, We also will be very unlikely to use park dean again, customer service is shocking from all employees, except Angela (housekeeper) who was the only park dean employee who was willing to listen, we have not had what we paid for except on Saturday and would ask we are refunded for the lack of facilities, we also ask that staff are given customer service training refresher as the let park dean down badly.

Contracts altered by employees after signing by both parties. Dates altered etc.
Original contract said Site fees to be invoiced in October 2018 but was invoiced 5 months later. Chris Forster the in house solicitor has been very frustrating and refused to return calls to my solicitor.He only reacts when contacted by NCC.This has been going on since April 2018.

My father owned a Caravan on a Park Resorts site. Neither my sister or I wished to keep the caravan so we attempted to settle any outstanding fees and sell the caravan. For a year and after several repeated attempts to get a settlement fee in writing Park Resorts would not agree in writing to allow us to settle. We were told verbally that we owed £3k, then £5k, they are now demanding £11k and have offered £50 for a caravan worth £3k.
They have purposely refused to settle in writing in an attempt to extort further fees. They have attempted to take advantage of my father's passing and are the most disgraceful organisation I have ever encountered. Charlatans, thieves and liars.

Booking reference Im contacting you to see if you can help with my complaint about my holiday at crimdon dene on 14th september 2018. We booked one of your quite expensive caravans with ensuite bedroom and a varanda. On arival we put our belongings into the caravan and went to get sone shopping then went to the complex. We returned to our caravan and were quite tired so went to bed. My 10 year old daughter started coughing quite badly during the night. She has inhalers so i gave her them but they didnt work very good which has never happend before. We got up on the morning and opened the curtains and inediately saw dust around the fire so we started to look more closely at the caravan. We saw dust at the tops of the beds allover the wooden furniture all over the cooker hood. The shower room was dusty. Then right above the bed where my daughter slept there were loads of cobwebs. The kitchen bin looked like it hadnt been cleaned in weeks. I complained to reception, they sent someone to clean the caravan but after looking at it she said it wasnt possible as it was so bad so they gave us another caravan which was a cheaper caravan with no ensuite nit as wide and no veranda. We had to pack all our things together and transfer to another caravan which was a big inconvenience. My daughters coughing just went from bad to worse. I ended my holiday after 1 day and went home with my daughter as I thought she would be better at home as we have air purifiers there which are great when asthma has veen irritated badly due to dust. My daughter was a little better at home but had to see a GP on the monday morning where she was prescribed ventolin inhaler and a breathing chamber. She has lost 4 days at school and had to use the chamber constantly for 4 days. I would like to be refunded for the caravan and hopefully use the money to take my daughter out some places to make up for the holiday she lost out on and for how poorly she was made through no fault of our own. I took photos of the inside of the caravan. Im hoping you can help me if not I will have to look where to take this further.

We have been on Todber Valley Gisburn site for nearly 4 years now and enjoyed our time here.
Unfortunately this month has been horrendous.
We were without water for nine days ! from 10.12.2017 to 19.12.2017.
No bottled water was provided and no standpipe.
We could not shower, use the washing machine or dishwasher. The toilets would not flush so after 9 days it was unbearable.
As there was no information when the water would be back we booked into a hotel which cost us £100 for the night. ( very expensive for a shower don`t you think) as well as all the bottled water we had to buy.
The water went off again NEW YEARS EVE. Unbelievable. It came on in the evening but unfortunately too late for us, so had to cancel our plans.
Would like compensation and an apology. Happy New Year . Ours was ruined.
Ian and AnneWorsley

Bought a caravan at Southview leisure Park in Skegness, previously operated by Park Resorts. Now Parkdean resorts. The fees have gone up over £1000 in the 3 years I have owned the caravan, now asking £508 a month. I can rent a house for that. Was not told about these huge unjustified fee rises when buying the caravan. I enquired about selling after saying I refused to pay £508 a month and was told they would offer me just £1000 to buy back a caravan I paid £12000 for 3 years ago. They are retailing similar caravans for around £10, 000. Also the caravan is still under finance with around £5000 still owing after being advised to finance over 7 years by sales person at time of purchace. Now been told I cannot sell privately until the finance is settled and they want 15% commission of any private sale. So it will cost me money to get rid of it or I pay the £508 a month until I can find a buyer... Absolute disgrace and entrapment of customers.

i bought my caravan in 2015 from cresswell towers (park resorts) snice then i have complained about my van being uneven only to be ignored since then my freind looked underneath to find chassis is bent and twisted.on pointing this out and demanding a independent report witch the report says the van was like this before i bought it.should this caravan been sold in this conditionas they are only offering to fix it .witch i dont agree with., can anyone give me any advice

We purchased 2 static caravans from Park resorts at Southview in April 2014 for approx. £19500 from inheritance from parents. The idea was too use the caravans to rent out to holiday makers to provide income throughout the year. The first and second years were fairly ok and a small profit was made after paying site fees to Park resorts.

At the end of the 2 years we owed a balance of @ £1500 in respect of site fees and were unable to clear these due to change of circumstances with work and bad health.

We tried to sell caravans but at that time had no interest and the site did not make any offer to buy them back. In view of use unable to clear the debt they passed our case for legal action and took possession of caravans and content's .

Park resorts obtained 3 valuations and were only able to sell both caravans for £1150 with us still owing £4500 which we are now paying at £30 per month.

We are investigating further and find it very difficult to understand that 2 caravans worth @ £20k are not even worth 10%, 2 yaers later.