Low expectations for your staycations?

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Centre Parcs' website advertises holidays set within the glorious Sherwood forest... with first class facilities and stylish accommodation... it will be a truly memorable experience... but we heard from one viewer who checked into Centre Parcs Sherwood Forest earlier this year, hoping to celebrate a friend's birthday, and instead he found his room to be less stylish and more of a stinky stench. Damp, mildew and something growing from his toilet ceiling. Not what you'd expect for £600. A busy bank holiday weekend at the park meant they couldn't be moved at the time, but after complaining in writing, our viewer was offered £180 off his next stay at Centre Parcs.

Pontins once it had almost 30 holiday parks around the country, and became famous for its blue coat entertainers like Shane Richie and Bobby Davro. But, we don't think either of them will be re-visiting in the near future. We met Lesley Addrison, who checked into Prestayn Sands - one of Pontins' five remaining parks, for a family holiday in May. Lesley told us:

"We kept our shoes on all the time, because the carpets were so dirty and as we got into bed we put our shoes on the floor, so we didn't have to walk on anything with bare feet. My husband had to use the bath one night, but there was no plug to hold the water in and it had somebody else's hairs entangled in the plug hole. To me, it just needed demolition - it was awful."

But is Prestatyn Sands a one-off? Or typical of the Pontin's chain? We sent two members of the Watchdog team undercover to the Camber Sands park in Sussex. At £272 pounds for a weekend, the found it was also unclean and in a poor state of repair. Our reporters found peeling lino, broken furniture, and flooring that was more like rubble under the carpets, and most shocking of all, a 10milligram tablet of Temazapan, a prescription drug for insomnia. They complained at the reception desk and were told by staff there that:

"Cleaning's a bit of an issue, I'm not going to lie to you."

But if it's a traditional British hotel you're after, then look no further than Britannia. With 35 hotels across the country and a name to be proud of, you'd be forgiven for thinking solid, reliable, high quality... sorry to disappoint. We met Mark, who stayed at Britannia's Royal Albion Hotel in Brighton:

"When I walked into the room, the horror of Britainna hotels was there looking me in the face. Damaged furniture, dirty, tatty, scratched, you name it - it was horrendous."

Other guests shared his view. Hotel reviews posted online at traveller review site Trip Advisor said:

"The worst hotel I've ever stayed in..."

"Avoid at all costs... "

and

"Take a tent."

We put these cases to the companies, and here is what they had to say.

Britannia said:

"The company accepts that the standard of service experienced by Mr. Foster fell below that which could be reasonably expected. The Hotel was undergoing refurbishment at the time and the room he was allotted should have been taken off line. This would be the usual policy in such circumstances. The company reimbursed Mr. Foster in full on 22 July 2010. As a further gesture of goodwill we offered Mr. Foster and his family a complimentary weekend which has been accepted."

"With regard to the queries relating to the sizes of rooms. Our rooms are sold according to room type. Given the nature of our venues in a variety of traditional buildings the room sizes of necessity vary. However this does not reduce the standard of service offered."

Pontins said:

Pontin's has been providing family and activity holidays for over 60 years, offering great value for money and happy memories for the majority of its guests.

Pontin's is very concerned if any guest is disappointed and takes any complaint seriously. Pontin's people are well trained and dedicated to the Pontin's maxim of delivering customer satisfaction, whatever the holiday or event. Nothing should be too much trouble and all customer concerns should be efficiently and politely dealt with, whatever the circumstances. Anything short of this standard is not acceptable to Pontin's.

The current owners acquired the business in 2008. At that time the business had not had any major investment for some years. The current owners have developed an investment and refurbishment programme which was recently announced, much of which involves investment and planning applications before programmes can commence.

In the meantime, over 700,000 guests visit and stay at the holiday parks each year, the vast majority having a great time and very satisfied, this however results in wear and tear on accommodation and facilities and we have a programme of ongoing maintenance and a system for identifying and removing accommodation from sale if we do not believe it is fit for purpose until maintenance or refurbishment works have been carried out. This is an ongoing process until we can start the major investment programme. In response to the report we have undertaken an internal investigation to ascertain if accommodation which should not have been let was during recent months.

Whilst some accommodation and facilities may be tired, this does not excuse accommodation that has not been cleaned properly. We have experienced problems in providing the number of cleaners needed for the apartments which are cleaned as each guest departs and before the next guests arrive. With short breaks and events this can often be two or three times every week with changeover days on Fridays, Saturdays and Mondays in peak season. Earlier this year we started a trial at Camber Sands, using a contract cleaning company.
The resulting standard of work is not at an acceptable level and the trial is currently under review.

With reference to the new facilities originally planned for Camber Sands, unfortunately there were technical issues with drainage for the planned ice rink which meant that we were not able to install it. A trial of fun fairs also took place early in the year but did not prove as popular at the Southern Holiday Parks and was subsequently withdrawn. We did, however, advise everyone when booking and actively contacted guests who had already booked once we knew that the ice rink would not be available. There are fun fairs at Prestatyn Sands and Southport Holiday Parks, an ice rink at Prestatyn Sands and a roller rink at Brean Sands Holiday Park.

These facilities are at an extra charge but Pontin's holiday price does include a wide range of entertainment with top line cabaret from the likes of X Factor's Same Difference, live bluecoat shows and the Scooby-Doo and the Funland Phantom show, leisure facilities, children's clubs and other activities as per the attached lists for Prestatyn Sands and Camber Sands.

Our aim is to provide good value for money holidays and events at Pontin's and we are both sorry and concerned if any of our guests, however small a number are not happy. As we have said we accommodate and entertain over 700,000 guests each year and believe that we offer value for money holiday packages. However we are constantly seeking to improve and we will redouble our efforts to ensure that acceptable standards of cleanliness and comfort are provided to every one of our guests, every time they stay at Pontin's.

If any Watchdog viewers wish to contact Pontins after the programme they can email Watchdog@pontins.com.

Center Parcs said:

Center Parcs welcomes over 1.6m guests to its 4 UK Villages each year and we constantly monitor our standards of accommodation, facilities, service and guest satisfaction. Currently over 90% of our guests tell us that they intend to return to Center Parcs for another break.

Our success over the past 20 years has been built on continual investment in our facilities and guest service. Clearly on this occasion our normal high standards have not been maintained.

We had already written to Mr Potterton before being contacted by Watchdog, offering him what we feel is appropriate compensation for the issues he raised. We apologise to Mr Potterton if, on this occasion, we have failed to meet his expectations.

Response to specific issues raised:

How regularly does Center Parcs check accommodation for maintenance issues? Why were the issues dealt with in the above case not rectified before the guests arrived?

All accommodation is checked by our Housekeeping teams on changeover days, (Mondays and Fridays). If any maintenance issues are identified they are reported, logged and rectified by our Technical Services team. Our follow up procedure for any guest complaints is for Housekeeping or Technical Services to leave a calling card to inform guests of action taken. This will be followed up with the guest the next day to ensure the issue has been resolved.

Unfortunately, on this occasion sufficiently thorough checks do not appear to have taken place, and we apologise to Mr Potterton for that. Also we are currently investigating why we have no record of any complaints made by Mr Potterton in relation to his accommodation whilst he was staying at Sherwood Forest that weekend.

Is accommodation at Center Parcs cleaned thoroughly between guests leaving and new guests arriving?

All accommodation is cleaned between the previous guests departing at 10am and new guests arriving at 3pm. All accommodation should also be checked by supervisors ahead of the new guests arriving.

Further Company Responses as of 7th October 2010

Center Parcs

We encourage guests to contact us during their stay if they have any issues at all. This gives us the opportunity to resolve them there and then. Mr Cooper's partner did contact us on arrival. Our Housekeeping team re-cleaned the lodge immediately. Guest Services followed up the next day, and were told by a member of the Cooper party that they were happy with the action that had been taken.

We were therefore surprised to receive a letter from Mr Cooper's partner 3 weeks after their stay, claiming they were not satisfied after all. Whilst we accept that there were some issues with their accommodation on arrival, for which we apologise, it was our understanding that these were resolved during their stay to everyone's satisfaction.

Pontins

Pontins want to reiterate their concern if any guest is disappointed and their commitment to delivering customer satisfaction whatever the holiday or event. They actively encourage guests to talk to them if they have any issues and anyone wishing to contact them can email watchdog@pontins.com.

Britannia Hampstead

We have investigated this complaint and confirm that Mr Edward Smith stayed at the Britannia Hampstead on Friday 24 September. His complaint was investigated on the morning of Saturday 25 September and we can confirm that there was condensation on the window sill and that the toilet seat was loose. There were no further issues with the room and we can confirm that in all other respects the room was perfectly satisfactory. Mr Smith checked out. We refunded the second nights stay.

This room has been sold every night since Mr Smith's stay without any complaint from the guests who stayed in this room.

As a further check we have contacted these guests and the comments we have received are: "The room was beautiful", "The stay was very enjoyable", "Cannot fault anything", "Thank you for a pleasant stay".

We take our guests comfort and well being very seriously and we hope that the above will assure you that we attempt to deal with any complaint as a matter of upmost importance.

Watchdog Viewers' Responses

We went here with our family our room was dirty grimey we had no matching stuff the bathroom was tiny and our windows leaked. We asked at reception for a change of room and was told the park was fully booked. We did not see one Pontins character in the whole week stay. there was underage drinking and told the security staff about it they just shrugged it off. My partner was outside with our 8 year old daughter and a child asked him to buy cigarettes for him.When we complained we had a £50.00 voucher for a return visit

Rachel, Garry, Chloe and Emiley from the west midlands

Your report on CenterParcs is not their normal standards, we go up to four times a year for the last ten years and had probably five or six problems, and if we have had a problem we reported it.

We have NEVER been talked to in the manner put across by the reporter, the staff do make jovial quips but always in good humour!

We always report on the form at the end of the holiday about any problems we have experienced and always get a communication letter back from them.

Andy Dewhurst

I stayed in Pontins Prestatyn about 20 years ago and the conditions were just the same then, dirty rooms stained sheets, my mum asked for new sheets but they were also stained, it was horrible !!!

Jayne Williams

I holidayed at Prestatyn Sands with my family back in 1993 and we ended up leaving early as we had; vomit on our bedsheets, the doors were ripped off the hinges and vomit in the shower. Good to see they've really "cleaned" up their act in the 17 years since....hmmmmm

Phil Spratt

I too had a NIGHTMARE pontins stay including dirty room, mould, damp, broken electrics, no hot water, bad food, rude staff and other things. I sent a 4 page letter of complaint and my reply? Thanks for letting them know they'll try harder next time!! No compensation...no offers...nothing. At £437 for a week break I was horrified!

JO Sharp

We stayed at center parcs sherwood forest in august, we had a villa that smelled damp and had mould growing on the bedroom wall. When we spoke to reception they apologised and gave us a voucher they were very helpful

Anonymous Watchdog Viewer

I've been going to Center Parcs Sherwood Forest for 13 years and rarely had a problem with the accommodation. One time, we reported that our kettle wasn't working - we went to the pool for an hour and by the time we got back to our villa, someone had came in and replaced the kettle. Fab service, as long as you tell them at the time of your holiday that there is a problem. Don't wait until you come home.

Michael Cunningham

We recently had a holiday at Pontins Prestatyn and we had a terrible experience, one which I would never wish to repeat. The brochure is nothing like the reality that you are faced with on arrival. Outside the apartments were disgarded dirty clothing and many other items of rubbish and a disgusting amount of cigarette ends. The door and windows were filthy and when entering we were faced with a filthy carpet and toast crusts on the floor. You could write your name in the dust on the television and the curtains were dirty with stains on them as was the bed setee. The bathroom shower was full of hairs and the bath panel was broken and dangerous. The toilet seat was broken and the floor very dirty. The bedrooms were no better with crisp packets under the bed and wildlife behind the wardrobes. All the rooms had some sort of dust type web around the corner of the ceiling and so many spiders it was getting ridiculous. We did complain about the rubbish outside but the litter picker said he had not removed them as he didn't know who owned the clothing. We insisted that it was removed, we cleaned up the room the best we could and didn't complain as it all seemed to be quite acceptable by the staff. We had to manage in a disgusting environment with a young baby and a small child, we were horrified. There was not even anything for my three year old son to do, nothing in the brochure related to anything, it was totally misleading. The upsetting part was that we paid good money and thought that we were taking our children to a happy, safe and fun environment, we couldn't have been more wrong. I have absolutely no idea how this place is still running it should be closed down before more people are faced with the nightmare, it is not fit to be called a family holiday park.

Joanne S

I stayed at the camber sands resort in april. I was appalled at the state of the accomodation. on arival we found our shack, and it was filthy,with a very strange smell, so off i go to reception armed with the pontins brochure (in which the accomodation looked quite reasonable) to request an upgrade, only to be told that there was nothing at the resort which looks as the brochure shows, but i could be moved to a cleaner room. the new cleaner room was exactly the same filthy hole as the first one minus the smell. the windows had not been cleaned for years, you could barely see out of them, sofa was so dirty we covered it with a sheet so we could sit down, there was food on the skirting boards and the chairs. slime in the sink.dirty oven. mould in bathroom,we did not take a bath there as i was concerned we would catch somthing. we also slept fully clothed although the sheets looked clean the mattress and pillows were not. there was chewing gum on the kitchen and bathroom floor.kept our shoes and socks on at all times, but really only slept there as i had to keep saying to the 3 year old not to sit on the carpet or touch anything.

The swimming pool was also grotty but on the plus side the 3 year old did love the entertainment in the evenings and the disco. On arriving home i wrote a letter of complaint describing the conditions,( i think prisioners have nicer cells!) and got a voucher back entiteling me to a free weekend break at any pontins resort. I wil not be taking them up on their kind offer though. in the 50s/60s when these were built they were probably lovely, but 50 years on with no upkeep or investment they really are not fit for any one to live in.

karen

Me, my wife and our 8 month old daughter stayed at Centre Parks, Sherwood Forest last year. While we had paid for a lower quality lodge we found it to be immaculately clean. We have also stayed at Whinfell forest in Cumbria and found it to be equally as clean. We would recommend Centre parks to anyone.

Peter Hankinson

Went to Pontins Camber sands during the summer of 2008 and I can confirm that the state of the place has not changed in 2 years. The apartments were dirty and unkept.
There were holes in the outside walls that I could put my fist into, they say that they are having problems finding cleaners !!! Well they must of been having problems for the past 2 years !! I would never holiday with Pontins again.

The Dring Family

I wish I'd thought of contacting you following a trip to Pontins Prestatyn a couple of years ago. I contacted the local Health Authority following my visit it was that bad.
I agree with the lady on the report - it needs to be demolished.

Michelle Voss

In june 2008 my family and I went to Pontins in Camber Sands and had four slugs come out from under the fridge. When we reported it we were then told the cleaners were not able to lift the fridge out to clean behind it for health and safety reasons.

Mel Reeves, Kent

We stayed at Prestatyn Sands 8 years ago and it was exactly the same. We had mildew coming out of the shower and blood splattered up the walls. So to say they are having problems recruiting cleaners is a joke. Have they been struggling for 8 years !!!

Darren Pearce

Watchdog viewers' responses were received between 30/09/10 and 06/10/10.