Mum's anger as Pontins refuse refund after 'disgusting' stay in 'smelly' room
17.08.2022 - 10:31
/ manchestereveningnews.co.uk
A mum has shared the letters sent to her by Pontins after she asked for a refund following a 'disgusting' stay.
Maxine Hannah said she arrived at the Pontins Prestatyn Sands Holiday Park with her husband Mark, 13-year-old son and one of her friends to be met with a room that 'stunk' and was unclean. She said there were iron burns on the floor, crumbs in the cupboards, on the floor and in the oven and there was seagull poo on the windows, the Liverpool Echo reports.
She asked Pontins for a full refund after complaining about the stay. But the holiday park company instead offered her a 30 per cent discount on a future stay, according to a letter.
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Maxine, 44, said she booked the three-night trip away for August 5 as her family 'deserved a break' following the death of her brother-in-law. She said after a quick look around the room and taking pictures, she went straight to reception to complain.
She said: "It stunk as soon as I walked in, then we looked around and saw the iron burns on the floor, on the ironing board, the oven full of crumbs and a dirty toothbrush in the boiler.
"We went straight to reception and we showed him [the manager] the pictures and he said "that's not very nice" before saying he would have somebody come and have a look. It got to 9pm and nobody had come, the reception was closed and the manager wasn't around anymore."
The next day Maxine said the family 'spent a fortune' in Prestatyn as she didn't feel comfortable eating in the room. she added her son started getting upset after noticing she became anxious in the room.
The family ended up leaving the holiday park a day earlier after being offered a room clean or a