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Park resort - holiday hell - refund refused ***REFUNDED***


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Hi Guys, Could really do with some help on this one -

 

 

My family decided to have a short break before my daughter started back at school at the end of August for 4 nights. We booked in with Park Resorts in Ty Mawr, North Wales. We only wanted somewhere basic, we just wanted somewhere clean and comfortable so rented a basic caravan/mobile home. The advertisements emphasised what a wonderful and comfortable caravan we would have for the price, we payed about 300 for 4 night.

 

Our 1st impression wasn't great, the caravan was old, the windows covered in bird poo - looked like they hadn't been clean for years, not weeks, and the outside was littered with cigarette butts. It was the smell that hit me when I first walked in. I felt sick, Stale old smelly and damp. We arrived after a long journey and the children were tired and starving so we dumped our stuff in the lounge area and headed out for something to eat. I didn't really have time to examine the place in full, but just thought to myself we could air it out when we got back.

 

It was early evening when we got back from having something to eat and shopping for the basics - but we started to unpack and tried to get comfortable. It was then we discovered what we had to stay in.The caravan was filthy - dusty, the path outside looked cleaner than the carpets. The double bed was the worst - it was old smelly and like sleeping on rocks - I went to bed fully dressed and had to sleep on top of the duvet and several blankets to stop the springs sticking in my body. My young girls hardly slept because they were that cold. The bedroom heater was broken. We woke up in the morning shattered and just desperate to go home. We were all devastated. I went to make my self a cup of coffee to find a pubic hair on my tea spoon!!!! I started to clean the place up but got fed up and thought this isn't a holiday!

 

My little girl asked if we could go home as she didn't like the smelly place. My other half and I discussed asking for another caravan but there were signs everywhere that said NO VACANCIES, so thought it was pointless We also thought that if they did have a vacant one they would just stick us in another caravan that was filthy. If they did try and clean this on e up it wold take more than a day. We were so tired and stressed as the kids were desperate to leave that my partner packed up whilst I took photographs of the parts I hadn't cleaned as evidence.

 

When I arrived at reception there was only one person available who was on the telephone. I really couldn't be bothered waiting, as my 2 years old was crying and carrying on in the car, and I myself was too angry and tired to get into an argument with anyone. I just left the keys in front of the lady at reception.

 

Within a few days, I wrote a long complaint letter including just some of the photographs asking for a full refund, petrol money and compensation. They wrote a very fluffy letter but refused to refund us. There argument was that we didn't follow there complaint procedure in the welcome pack, by reporting it to a member of staff before we left.

 

I am determined to get a refund, normally when you purchase something if you are not happy with your item, it is faulty or damaged then you are entitled to an exchange or a refund. Due to what we went through I didn't want an exchange, I wanted my money back.

 

I am not sure if this applies in this situation? Does anyone have any idea how I can respond to Park Resorts - if I need to I am happy to take them to the small claims court. Where do I stand legally? Any help or advice would really be appreciated.

 

K

PPI REFUNDS

HALIFAX - Loan PPI full refunded + 8%

HALIFAX - Credit Card PPI full refund + 8%

EGG - WON!

MARBLES/HFC - N1 Submitted

MORGAN & STANLEY - [/WON!]

 

CREDIT CARD CHARGES REFUNDS

 

HALIFAX - Credit Card Charges full refund + 8%

MARBLES/HFC - N1 Submitted

EGG -WON!

BARCLAYCARD - WON!

BARCLAYCARD 2 -WON!

MORGAN & STANLEY - Full refund + CI

 

CAG has been amazing and a real God send! Thank you so much to all the people who help to make this the place it is and dedicate their time to help people like me! Please donate to help keep this site alive! It's Priceless!!!!!

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Anyone help??

PPI REFUNDS

HALIFAX - Loan PPI full refunded + 8%

HALIFAX - Credit Card PPI full refund + 8%

EGG - WON!

MARBLES/HFC - N1 Submitted

MORGAN & STANLEY - [/WON!]

 

CREDIT CARD CHARGES REFUNDS

 

HALIFAX - Credit Card Charges full refund + 8%

MARBLES/HFC - N1 Submitted

EGG -WON!

BARCLAYCARD - WON!

BARCLAYCARD 2 -WON!

MORGAN & STANLEY - Full refund + CI

 

CAG has been amazing and a real God send! Thank you so much to all the people who help to make this the place it is and dedicate their time to help people like me! Please donate to help keep this site alive! It's Priceless!!!!!

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Anyone got any thoughts as I could do with issuing my response in the next day or 2?

K

PPI REFUNDS

HALIFAX - Loan PPI full refunded + 8%

HALIFAX - Credit Card PPI full refund + 8%

EGG - WON!

MARBLES/HFC - N1 Submitted

MORGAN & STANLEY - [/WON!]

 

CREDIT CARD CHARGES REFUNDS

 

HALIFAX - Credit Card Charges full refund + 8%

MARBLES/HFC - N1 Submitted

EGG -WON!

BARCLAYCARD - WON!

BARCLAYCARD 2 -WON!

MORGAN & STANLEY - Full refund + CI

 

CAG has been amazing and a real God send! Thank you so much to all the people who help to make this the place it is and dedicate their time to help people like me! Please donate to help keep this site alive! It's Priceless!!!!!

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Bump

PPI REFUNDS

HALIFAX - Loan PPI full refunded + 8%

HALIFAX - Credit Card PPI full refund + 8%

EGG - WON!

MARBLES/HFC - N1 Submitted

MORGAN & STANLEY - [/WON!]

 

CREDIT CARD CHARGES REFUNDS

 

HALIFAX - Credit Card Charges full refund + 8%

MARBLES/HFC - N1 Submitted

EGG -WON!

BARCLAYCARD - WON!

BARCLAYCARD 2 -WON!

MORGAN & STANLEY - Full refund + CI

 

CAG has been amazing and a real God send! Thank you so much to all the people who help to make this the place it is and dedicate their time to help people like me! Please donate to help keep this site alive! It's Priceless!!!!!

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bump

PPI REFUNDS

HALIFAX - Loan PPI full refunded + 8%

HALIFAX - Credit Card PPI full refund + 8%

EGG - WON!

MARBLES/HFC - N1 Submitted

MORGAN & STANLEY - [/WON!]

 

CREDIT CARD CHARGES REFUNDS

 

HALIFAX - Credit Card Charges full refund + 8%

MARBLES/HFC - N1 Submitted

EGG -WON!

BARCLAYCARD - WON!

BARCLAYCARD 2 -WON!

MORGAN & STANLEY - Full refund + CI

 

CAG has been amazing and a real God send! Thank you so much to all the people who help to make this the place it is and dedicate their time to help people like me! Please donate to help keep this site alive! It's Priceless!!!!!

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This is a policy that is quite common with leisure facilities,I think Haven and others operate the same.

A Court would likely take into account your failure to report things at the time.

You would also be expected to show some proof of the experience you had which fell well short of what you thought would be on offer when you booked it.

Witnesses from your party,as well as photos will go some way there.

They may say that their terms and conditions demand that a complaint is raised BEFORE you leave the facility,but we know for a variety of reasons this does not always happen.

Writing the letter soon afterwards should count for something.

Irrespective of whether you made a complaint whilst you was there or not,does not automatically mean that you should not have rights to pursue some recompense following your bad experiences.

I would suggest that you respond to their letter advising that you believe that you have remit under consumer and contract law,and make it a letter before action giving them 14 days to respond positively.

You need to send it by recorded delivery.

Bullet point your targets for resolution and itemise the amounts you feel are due.

If you are prepared to file a summons in the small claims Court,then the burden of proof will be on you to show loss and breach of contract or any mis selling.

Immediately CPUT2008 seems one route,on the basis that you would not have made this booking if you had known beforehand that the conditions and facility you found yourself with were unacceptable.

Edited by MARTIN3030

Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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  • 2 weeks later...

Martin,

Justed wanted to update you and thank you for your input. I haven't been about much since you posted on the thread, weekend away (this time not in a smelly caravan) and had to go into hospital for an op. Didn't want you to think I did appreciate you :hug:

 

I am going to get on with the lba tomorrow and have been trying to swot up on CPUT2008. Little bit more advise if you have time for me? I was just wondering how I phrase the CPUT2008 bit and say they are in breach of what they sold me - I just want them to take me seriously when I send the lba and sound like I know what I am talking about.

 

Cheers Martin

K

PPI REFUNDS

HALIFAX - Loan PPI full refunded + 8%

HALIFAX - Credit Card PPI full refund + 8%

EGG - WON!

MARBLES/HFC - N1 Submitted

MORGAN & STANLEY - [/WON!]

 

CREDIT CARD CHARGES REFUNDS

 

HALIFAX - Credit Card Charges full refund + 8%

MARBLES/HFC - N1 Submitted

EGG -WON!

BARCLAYCARD - WON!

BARCLAYCARD 2 -WON!

MORGAN & STANLEY - Full refund + CI

 

CAG has been amazing and a real God send! Thank you so much to all the people who help to make this the place it is and dedicate their time to help people like me! Please donate to help keep this site alive! It's Priceless!!!!!

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Thanks for the update Kate. Good to see that you are up for taking this further. Will help you with the LBA over the weekend.

Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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John - the only way they could of resolved it was by giving us another caravan - which I have read another holiday er did on the same day and time- when he complained and the second caravan was worse than the 1st. I did not want them to give them the opportunity to waste more of my time than they had already done, we didn't want another caravan we wanted to go home. I am much better at putting things into writing than verbally. So I came home and wrote the letter. They should never have put us in those circumstances in the 1st place. The fact is they sold us something and they basically conned us.

 

Na didn't use a credit card - thanks for the input though!

 

Martin - thank you - look forward to hearing for you!

PPI REFUNDS

HALIFAX - Loan PPI full refunded + 8%

HALIFAX - Credit Card PPI full refund + 8%

EGG - WON!

MARBLES/HFC - N1 Submitted

MORGAN & STANLEY - [/WON!]

 

CREDIT CARD CHARGES REFUNDS

 

HALIFAX - Credit Card Charges full refund + 8%

MARBLES/HFC - N1 Submitted

EGG -WON!

BARCLAYCARD - WON!

BARCLAYCARD 2 -WON!

MORGAN & STANLEY - Full refund + CI

 

CAG has been amazing and a real God send! Thank you so much to all the people who help to make this the place it is and dedicate their time to help people like me! Please donate to help keep this site alive! It's Priceless!!!!!

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M - just tried to send you a pm as I just wanted to mention something to you but your all full up again!

K

PPI REFUNDS

HALIFAX - Loan PPI full refunded + 8%

HALIFAX - Credit Card PPI full refund + 8%

EGG - WON!

MARBLES/HFC - N1 Submitted

MORGAN & STANLEY - [/WON!]

 

CREDIT CARD CHARGES REFUNDS

 

HALIFAX - Credit Card Charges full refund + 8%

MARBLES/HFC - N1 Submitted

EGG -WON!

BARCLAYCARD - WON!

BARCLAYCARD 2 -WON!

MORGAN & STANLEY - Full refund + CI

 

CAG has been amazing and a real God send! Thank you so much to all the people who help to make this the place it is and dedicate their time to help people like me! Please donate to help keep this site alive! It's Priceless!!!!!

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oh will clear space now

Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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  • 2 months later...

****UPDATE****

 

Park Resorts refunded! Thank you Martin for you help!

 

k

PPI REFUNDS

HALIFAX - Loan PPI full refunded + 8%

HALIFAX - Credit Card PPI full refund + 8%

EGG - WON!

MARBLES/HFC - N1 Submitted

MORGAN & STANLEY - [/WON!]

 

CREDIT CARD CHARGES REFUNDS

 

HALIFAX - Credit Card Charges full refund + 8%

MARBLES/HFC - N1 Submitted

EGG -WON!

BARCLAYCARD - WON!

BARCLAYCARD 2 -WON!

MORGAN & STANLEY - Full refund + CI

 

CAG has been amazing and a real God send! Thank you so much to all the people who help to make this the place it is and dedicate their time to help people like me! Please donate to help keep this site alive! It's Priceless!!!!!

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Really pleased to hear this Kate.

I never doubted they would cave in-you had a very good case.

Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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  • 1 year later...

Kate, please can you help...I've just come back from Park Resorts with my family and had the same awful experience. We were supposed to stay three nights but lasted only one! Couldn't wait to get out the filthy place. I emailed them the complaint and they've come back with exactly what you described about about making the complaint while we are there. You were compensated eventually so can you please give me any advice around what you said back to them and the route you took? Thanks, Jas

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Hello and Welcome, Jaspreet.

 

Sorry to hear about the problems you had, although this is an old thread, Kate was online at the end of last month so hopefully she will get back to this thread.

 

Regards,

 

Scott.

Any advice I give is honest and in good faith.:)

If in doubt, you should seek the opinion of a Qualified Professional.

If you can, please donate to this site.

Help keep it up and active, helping people like you.

If you no longer require help, please do what you can to help others

RIP: Rooster-UK - MARTIN3030 - cerberusalert

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Hi Jas,

 

Really sorry to hear about your holiday! So disappointing for you and I feel your frustration. Before I direct you or give you what advice I can, can you answer a couple of questions?

 

1) Did you take any photographic evidence? Or any other evidence about the condition of the place?

2) Can you give me a summary as to the problems you had?

3) Did you issue any complaint or speak to anyone at all about the condition whilst you were there?

 

Just want to know which angle to tackle this from - will check in later to see if you have responded. Sorry for the delay in responding, been busy and just seen your thread.

Kind Regards

Kate

  • Haha 1

PPI REFUNDS

HALIFAX - Loan PPI full refunded + 8%

HALIFAX - Credit Card PPI full refund + 8%

EGG - WON!

MARBLES/HFC - N1 Submitted

MORGAN & STANLEY - [/WON!]

 

CREDIT CARD CHARGES REFUNDS

 

HALIFAX - Credit Card Charges full refund + 8%

MARBLES/HFC - N1 Submitted

EGG -WON!

BARCLAYCARD - WON!

BARCLAYCARD 2 -WON!

MORGAN & STANLEY - Full refund + CI

 

CAG has been amazing and a real God send! Thank you so much to all the people who help to make this the place it is and dedicate their time to help people like me! Please donate to help keep this site alive! It's Priceless!!!!!

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Hi Kate

 

Sorry for taking a while to respond to you. Since sending you the original message, I've replied to Park Resorts and am awaiting their second response. I feel a little conscious about giving all the details on here now in case this is picked up by Park Resorts. I know the chances are slim but my name is the same so would only need a google search.

 

Either I can email you direct if you are happy to give me your email or I will wait to hear back from them and send you another message.

 

Thanks for coming back to me.

 

Jas

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Hello there.

 

Either I can email you direct if you are happy to give me your email or I will wait to hear back from them and send you another message.

 

Contact by email isn't encouraged here, for the protection of all concerned. Please keep all contact to this thread.

 

HB

Illegitimi non carborundum

 

 

 

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I would really welcome some advice please...I had similar problem with Park Resorts as Kate (who started this thread). Really horrible smelly damp bungalow. It was cold and we complained about this twice. Nothing happened after the first complaint and when I complained again, I was told the first hadn't even been logged. I asked for me and my family to be re-located and they said there was no other accommodation available. All we got given was a tiny portable heater which wouldn't have been enough to heat even the smallest room.

 

We have a two year old daughter so checked out after the first night (we were supposed to be there for three) because I didn't want her to endure another night in those smelly cold conditions. Beds have seen better days! I found the staff so unhelpful and even when I checked out, the receptionist didn't bother to ask why we had checked out early...summed up the whole experience really.

 

Unfortunately we didn't take any pics but when we returned, I sent a letter of complaint and asked to be compensated for our petrol and accommodation expense. They replied saying they took my comments on board for training and I should have complained while I was there so they could try to rectify. I then sent a response saying that wasn't good enough and I had a right under the Consumer Law (because I wouldn't have stayed there knowing the conditions were so poor). Plus, I did complain about the cold while there...the first wasn't even logged and the second time, they said there was no where they could move us...so I questioned where they stand when a) complaint isn't logged and/or b) they can not rectify?

 

They have responded again saying they will not be giving me any compensation and talked in detail about having a particularly cold extended winter and that priority for heaters are given to basic caravans who have no heating at all.

 

Please can anyone provide me with some advice on where I should go with this now. I know lots of people prob say this but I genuinely have never complained about a holiday before simply because I have never experienced such low standards. It was appalling. When I opened a back room window to attempt to get the smell out, it was so rotten, wood lice crawled out!

 

How can they think that is acceptable accommodation?!

 

I really regret not thinking to take any pics but will know if I ever go through a similar bad experience.

 

Any advice on where I stand with this now please? I haven't put anything on Trip Advisor but am more than happy to do that so no one else goes through the same 'holiday'.

 

Thanks

 

Jas

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  • 5 years later...

Hi,

I am hoping to get some advice on this thread.

Myself, my 2 children, my sister her 2 children and my mum all stayed at parkdean (Shurdale). it was supposed to be 4 nights but was only there for 2. We was in a 3 bedroom van.

The first night we had no sleep due to the caravan behind us. The caravan behind was full of teenagers (No adult supervision). They were swearing shouting and screaming till 2am. We tried to call security repeatedly but could not get through. Myself and my sister went out to ask them to keep the noise down twice, but this did not help matters.

The next morning, we visited reception to let them know what had happened, they said they would investigate, so we went about our day. I popped back into reception on our way back to the caravan to make sure the matter was dealt with and we wouldn’t have a repeat of the night before. I was assured this would not happen.

We got back to the caravan where we started to make dinner when suddenly a few loud bangs were heard. I then realised that things were being thrown at the caravan.

My mum and sister went straight to reception to tell the staff what had happened. They came to the caravan where the staff witnessed a fire extinguisher just outside the caravan which must have been what was thrown.

We did not feel safe and would have all drove home there and then except we had shared a bottle of wine so did not want to drive in case we were over the limit.

They agreed to move us to a different caravan but only had a two-bedroom available, we decided to suffer a tight squeeze and I said it would be fine as long as a travel cot was brought for us to use, we was promised this would be fine and the security guard would bring it for us.

We got to the 2 bedroom caravan about 6pm and I did notice there was some ant powder around the bathroom. Not ideal but I understand ants can sometimes be a problem. I continued to contact security until 9.30pm for the travel cot, He finally said he couldn’t find one so instead I asked for extra duvets and pillows and was going to try and make a safe place for my sister’s baby to sleep.

I slept in the living on the pull-out bed with my 2 children 8 and 4 years old. I was woken up a 3am with ants crawling all over me I then spent the rest of the early hours of the morning on ant watch stopping any ants from crawling over my children. It was vile! The floor was moving! I have video evidence on this.

My mum and sister woke up at 6am and we made our way home immediately. Reception did not open till 9 and we weren’t waiting around in the caravan till then.

9am I rang the reception desk at parkdean and asked to speak to the manager. I explained what had happened and he promised we would get a full refund. I wasn’t expecting anything less.

I checked my bank account 3 weeks later and the money had not been refunded. I rang the reception again and was told by the same manager that we wouldn’t be getting the refund as we had damaged the caravan.

Honestly, I was gobsmacked! I asked what damage and for proof that I have never been given. I asked why no one had contacted me to tell me this and he had no answer.

I rang customer services and started a new complaint. Basically went through the whole story again, I was told I would hear from them in 7-10 days. After 10 days rang them back and was told the case had been resolved and closed. No one had contacted us to tell us our refund had been refused, the staff at shurdale just closed the case.

I was told that they would reopen the case as I wasn’t happy with the decision. I waited another 10 days and received a letter in the post from Shurdales general manager again they stated they wouldn’t refund. No justification given!

So sorry for the long story but basically I want to now hit them with a letter before action and I have no idea where to start?

Can anyone help me?

Thanks

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hi welcome aboard

 

I am hoping to get some advice on this thread.

 

no its +5yrs old you wont get seen

 

start a new thread

of your own please

 

dx

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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