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Maria's complaint against Pontins

Maria hodgetts


Pontins Brean disgusting had to leave and still not resolved

Complaint against Pontins

I took my grandson,daughter and her partner to Pontins Brean in August for a weeks break. When we got there the site resembled a household waste tip but we thought it might improve. It got worse. Our Chalet was filthy, wires hanging saying do not touch, failed pat test, the dust and debris was awful so I went to reception and they sent two cleaners who asked me what I wanted them to do? I said clean the chalet please, all of it. They had a walkie talkie on them and I heard a voice say that the police were on their way as another chalet had been broken into. We could not lock the door which was a patio style one on each chalet so very easy to break into and after sleeping on a three legged vinyl sofa and my daughter finding a pair of mens pants under her pillow, we decided to leave. I went to reception and was told I would get a full refund and to mention the managers name as he would email Britannia, the owners of Pontins. I tried many times to get through with emails, letters, personal letters to Mr Ferrari as he is the main man apparently and all I got back was a discount off a future holiday. You can imagine my reaction to that offer. Still £750 out of pocket for a one night stay in a dump and no responses from Britannia now, just deleted emails. What can I do now as this is the worst customer service I have ever encountered?

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