One family claims they left on the first day of their vacation after making terrible discoveries at their cabin in Pontins.
Andrew Hansell and his family were booked for a week at Prestatyn Sands Holiday Park in Wales but only stayed one night before starting the seven-hour journey home.
Mr. Hansell, a program manager, had left a booth because of the “wall of cigarette smoke” that hit him on arrival before being offered a moldy and dirty alternative that “reeked of moisture”.
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The family of five were so exhausted from a day’s drive from Scotland that they endured a “terrible night’s sleep” before packing their bags and leaving first thing in the morning.
For the past three weeks, Andrew has claimed his demands for a £ 686 stay refund have been met with silence.
“It was just shocking,” said the angry father The mirror.
Andrew’s first impression upon arriving at the North Wales Pontins was that the accommodation blocks looked “more like a prison than a holiday camp,” with rubbish strewn through the grassy areas that run through the aging blocks.
Then he entered the cabin assigned to the family.
“We were greeted by a deep and ingrained stench of cigarette smoke,” said Andrew.
“As a non-smoker, this was completely unacceptable. On closer inspection, the apartment was absolutely filthy with stuck dirt, stained mattresses, an unsanitary bathroom and food scattered all over the apartment.
“The apartment was extremely dated with worn furniture and beds that had obviously been in situ for many years.”
The family marched back to the front desk and asked for another room, which they eventually got after talking to four different people and threatening to leave.
This turned out to be no better, says the family.
“Upon entering the second apartment, there was an immediate smell of moisture, which we immediately reported to the housing agency,” said Andrew.
“In addition, the apartment was extremely dirty, and once again all the furniture, beds and mattresses were extremely outdated.
“There was mold on some of the walls and the floors were uneven as if they had subsided.”
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At her urging, a cleaning lady came and went to the booth, but the damp stench soon outweighed the bleach smell, Andrew claimed.
To make the most of a bad situation, the Hansells went to the stores and bought £ 40 worth of clean products to get the chalet in shape.
However, no amount of elbow grease or lather would have been enough to make her stay.
The next morning they checked out and headed home to Fleet, Hampshire.
Andrew said: “Pontins had an obligation to provide us with hygienic, habitable accommodation of a reasonable standard that three attempts failed, and so we had no choice but to leave.”
He’s waiting more than three weeks for a response to his complaint and reimbursement request.
Pontins did not respond to a request for comment.
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