Kirstie H.
False advertisement, dirty.
Used to love going to Park Resorts and then Parkdean Resorts but after the latest experience I'll be not be returning! We have just returned from a stay at Withernsea Sands park. On arrival on Saturday 15th August, at around 16.20 there was no sign on the caravan to say this was OK to enter (as advertised) but we noticed the pack and key on the table and the door was open. Myself and my husband entered the caravan and noted a contact number on the table, we contacted said number to ask if the accommodation had been cleaned. We had noted prior to booking guaranteed assurance was given, that an enhanced level of cleaning was in place due to the current global pandemic, this reassured us to continue with our booking. The receptionist on the other end on the phone assured us that cleaning had indeed taken place and the accommodation was ready for us. Whilst I was still on the phone I informed the receptionist that I did not feel that this was the case and there were several things that did not look like they had been cleaned. Finding things that were unclean continued. Overall finding the following; Saturday:- 1. Food down walls. 2. Beans stuck to dining table. 3. Spillage on coffee table. 4. Spillage on shelf under TV. 5. Sink had a piece of onion in. 6. Taps dirty. 7. Half eaten cake in the cupboard. 8. Child's sticky handprints all over every window and most door handles. 9. Teabags at the bottom of the steps, on arrival. 10. Strong smell of ammonia in the hallway to the bedrooms and bathrooms. 11. Something in the bottom of the kitchen bin. 12. Previous occupants pack and information. I was close to coming home, had it not been for the children. At this point we were asked if we wanted a cleaner sending to which we replied no as we were in the process of doing it ourselves. A 10% refund was offered and agreed, this was before the further findings that followed. Sunday:- 13. Someone else's underwear (bra and knickers) in a cupboard. 14. Used sanitary towel in bathroom bin. 15. White dog hair on seating. We informed reception and expressed that we were not happy, we had even bought further cleaning products, including disinfectant spray and air fresheners. We were told it was not acceptable and we would be contacted by a manager the following day. A cleaner was to be sent to hoover seating and remove sanitary towel the same day. We were contacted whilst we were out and informed that there was no spare key and once we were back a cleaner would attend. Following days:- 16. White dog hair on carpets. 17. Fridge not working properly, not cold enough. 18. Plates in cupboard with pasta sauce on. It was only upon myself sweeping the carpets in the days after that the amount of white dog hair in the carpet became apparent; and to be fair we never reported this or the fridge because at this point I had had enough. We were told on Sunday someone would contact us; on Wednesday we contacted them as we hadn't heard anything. At this point we were able to speak to a manager, who was not aware of the underwear and sanitary towel that had been found and informed us that a joint decision had be made and that as the complaints were all of the same nature and a 10% refund is all that would be offered (£74). We further asked who we could escalate this to and she just reiterated that a joint decision had been made and 10% would be the only thing offered. I had only booked this accommodation due to the previous great experiences we have had at Park Resorts and Parkdean and with the strong reassurance that the accommodation would be deep cleaned. I feel that on this occasion this was not the case and do not feel that the level of cleaning was even to a basic standard. We have visited these parks on several occasions, paying extra to take our own dog as we appreciate extra cleaning may be involved for certain pet owners: but again this accommodation was not cleaned to a basic standard let alone one accommodating a pet, or one in use during a global pandemic.