It is with great upset that I felt compelled to email you my complaint regarding our family holiday stay at your Holywell Parkdean Resort. We were originally booked to stay at Tehidy, Yurt, The Park in Newquay via Hoseasons but was informed over a week later that our holiday had already been booked by someone else and therefore was not available. With this wasted time that had elapsed we had missed out on other potential holidays over that week. We then had to start our search again for another holiday. We then booked our stay at Holywell Parkdean Resort in one of the bungalows commencing on 30th July to 6th August 2021. This was a holiday that my family and I were most looking forward to and saved up a considerable amount of money to be able to book a week at your Holywell Parkdean Resort which cost a total of £1599 for the week which is over £228 per night through Hoseasons. On arriving late on 30th July, we were appalled at the cleanliness of the bungalow that we were staying in, the bungalow in our opinion had not received an enhanced clean as what it had stated to have had. Evident photos attached.
: The bungalow smelt musky
: The bedsheets did not smell freshly laundered
: Inside cupboards were dirty
: Glass front doors had a lot of finger marks, smudges and dirt.
: Internal doors were dirty
: Kitchen cupboard handles still had surface dirt on them
: Dining table was sticky
: Kitchen floor had dirt marks still on it
: Mould on skirting board right by my bed
: Old cobwebs by my headboard and pillow and near the microwave.
The state of the bungalow really wasn’t acceptable, I don’t think anything had been updated for nearly 15 years going by the etched writing on the bedroom headboards, one stating 2010. There were nails that protruded out on the entrance to the bedroom which on more than one occasion we stubbed our toes on. When opening the extractor fan in the kitchen, little bits fell onto my food whilst I was cooking, it was clear that the glass protective covering was missing from the light area. The mattress was uncomfortable and dipped in the middle causing me backache. The only facility that we were looking forward to using was the pool and slide as that was one of the main reasons why we booked the site over the others and the only time we wanted to use it we were told that they had changed the system that day to no walk-ins after 2pm but bookings only, so we couldn’t enjoy the pool that day. I did try and book the night before but the system didn’t accept any of the booking reference numbers that I had online? We didn’t use the entertainment center as my son. is Autistic and would have been too loud for him. We did however the following day after booking through Reception tried to enjoy our only 20 mins in the pool and slide as it was constantly raining. With these reasons and the distress they had caused from the very start to finish, I am sure you can understand the need to complain which forced us to return home a day early. I do feel given that this holiday cost us £1599 which on average is over £228 per night; genuinely justified that we should request some compensation back of what we had originally paid for and hope that you too agree that our holiday experience and cleanliness of the bungalow was not acceptable. I would consider acceptable an equivalent compensation amount of 1 nights stay of £1599 of what I paid for 7 nights.
