Travel

Angry guests refused Pontins refund after ‘finding dead mouse’ in room

Two girls have shared their disgust after travelling to a Pontins Vacation Park in Prestatyn Sands, Wales, again in Could. Driving from their house in Birmingham, the pair declare they had been greeted by the horrifying sight upon arrival of a lifeless mouse and different “filth”.

The 24-year-olds declare the corporate refused to refund them regardless of them issuing a proper grievance. 

Talking to WalesOnline, Mariah mentioned: “We received our keys and went to search out our condo, which was on the highest ground. We received in, I put my baggage down and hastily, my buddy screamed. I could not see it at first however there was a lifeless mouse proper by my baggage. It appeared contemporary and I believed it was faux at first. We had been confused as a result of it was a high ground condo – how did it get in?”

Mariah mentioned inside minutes they put their baggage again within the automobile and headed to reception to let workers know.

She mentioned: “We advised them what occurred and my buddy requested how typically are the residences cleaned. They assured us they’re cleaned on daily basis previous to arrival. We confirmed them the mouse they usually had been in shock.”

Subsequent Mariah mentioned she requested workers if they might have a brand new condo, since they’d travelled a good distance and could not afford to remain elsewhere. Though they had been relieved when workers agreed, Mariah mentioned she was shocked by the state of their second room.

She mentioned: “We went to the second condo and it did not have a lifeless mouse in it but it surely was filthy. There was grime everywhere in the ground comparable to leaves, and there was mud in every single place. There was mould within the fridge, which was residue left over from whoever was in there earlier than us. There was pubic hair within the tub. There was stuff on the home windows which appeared like previous condensation. It simply appeared previous.”

Mariah mentioned she and Brittanie went again to reception to complain once more, this time they wrote a proper grievance and spoke to a supervisor. She mentioned: “We spoke face-to-face with the supervisor and had been provided a full refund of £80. It would solely be £80, however that is not the purpose. The actual fact we discovered a lifeless mouse in an condo, you’d immediately suppose we would be getting a refund.”

Nevertheless, since leaving Pontins on Could 23, the ladies declare they nonetheless haven’t obtained a refund. Actually, Mariah claims the corporate had flat-out refused to reimburse them regardless of the manger’s promise.

“For months now we have been combating a battle to truly get a refund,” she mentioned. “Since leaving, all we have been provided is 20% off our subsequent keep. It is a slap within the face. We went increased up in Pontins with proof and we despatched them the written grievance they usually nonetheless refused.

“I appeared up the coverage from Pontins and it says for those who go away on the day of arrival, you might be eligible for a full refund. It may need been our mistake to remain, however we had been drained and it was a protracted journey. We did not have cash for different lodging. We actually simply wanted to get in and relaxation.”

Mariah mentioned she has been left very dissatisfied about her expertise and wouldn’t return to the park once more. She mentioned: “Prestatyn means rather a lot to me. Yearly rising up we would come right here for a household vacation or to different caravan parks. it has been ruined now due to this and we positively will not be returning again.”

Pontins has been approached for remark.


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