A family say they left a North Wales Pontins resort on the first full day of their holiday due to the unbearable smell of their cabins.
The programme manager said they were greeted by a “wall of cigarette smoke” when they arrived before being offered a mouldy and dirty alternative that “reeked of damp”.
The family of five were so exhausted after a day’s drive from Scotland where they’d been staying, that they endured a “terrible night’s sleep” before packing up and leaving first thing in the morning, The Mirror reports.
Over the past three weeks, Andrew claims his demands for a refund for their £686 stay have been met with silence.
“It was just shocking,” the disgruntled dad said.
His first impression upon arriving at the was that the accommodation blocks looked “more like a prison than a holiday camp”, with litter strewn through the grassy areas that run through the ageing blocks.
He then entered the family’s allocated cabin.
“We were greeted by a deep and ingrained stench of cigarette smoke,” Andrew said.
“As non-smokers this was completely unacceptable. Upon further inspection the apartment was absolutely filthy with ingrained dirt, stained mattresses, an unhygienic bathroom and foodstuffs littered throughout the apartment.
“The apartment was extremely dated with worn out furniture and beds that had clearly been in-situ for many years.”
The family trooped back to reception and asked for another room, which they eventually got after talking to four different people and threatening to leave.
This one proved no better, the family say.
“Upon entering the second apartment there was an immediate stench of damp, which we reported to accommodation services immediately,” Andrew said.
“The apartment was also extremely dirty, and once again all furniture, beds and mattresses were extremely dated.
“There was mould on some of the walls and the floors were uneven like they had subsided.”
On their insistence, a cleaner came and went to work on the cabin, but soon the damp stench overpowered the smell of bleach, Andrew claimed.
In a bid to make the best of a bad situation the Hansells headed out to the shops and bought £40 worth of clean products to try and whip the chalet into shape.
No amount of elbow grease or soapy lather would have been enough to convince them to stay however.
The following 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, which it failed to achieve with three attempts, and as a result we had no option but to depart.”
More than three weeks on he remains waiting for a response to his complaint and refund request.
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The 36-year-old said the holiday park felt like it hadn’t been decorated since she last visited as a child nor cleaned in months.
As well as spotting two children detained in a police car on site, Shereen claimed drunk teenagers were dominating the kids’ dancefloor.
Pontins did not respond to a request for comment.
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