Family cut short Pontins weekend break after night in "revolting" apartment 'with dead flies and spiders' - and WON'T receive refund

Mum-of-two Tressa Robinson said her first impressions were "not good" as she encountered a catalogue with issues with her accommodation at the Pontins Brean Sands site including grubby floors and "nasal deposit".

A family-of-four cut short their weekend break to a Pontins holiday park after staying one night in a "revolting" apartment - and won't receive a refund because they left the camp.

Tressa Robinson claimed her family encountered grubby floors, dead flies, spiders and "nasal deposit" after inspecting their alleged filthy accommodation at Pontins Brean Sands.

Mrs Robinson said she paid £188 for a three-night stay at the resort in Burnham-on-Sea, Somerset, with her husband Michael and two daughters before he was due to go back to sea with the Royal Navy.

But the Robinsons spent just one night before leaving the park and have since been told their booking won't be refunded because they left the site before Pontins could resolve their grievances.

The mum-of-two said her first impressions "were not good" as she approached the "tired looking site" surrounded by "groups of people swigging alcohol".

Pontins says it is investigating the complaint but that it remained confident the experience does "not reflect the quality" of the resort.

Mrs Robinson, from Cornwall, said: “On arrival, first impressions were not good – a tired looking site with groups of people swigging alcohol – in our opinion, this does not represent a family-friendly environment and can be quite intimidating.

“We arrived at our apartment to be greeted to cigarette butt ends all over the path to the front door.”

She said her apartment was "revolting" with grubby floors, dead flies, spiders, unclean surfaces, coffee stained tables and a rusty hob.

The fridge had the remains of a meal inside it, she said.

“On entering the apartment we saw that it was basic – we were not expecting the Ritz.

"However, we would expect some basic level of cleanliness – this unfortunately was not the case.”

“The floors were filthy and had most definitely not seen a mop in some time.

“The kitchen area was revolting with dirt, grease and pieces of food over the surfaces, on the floor, on the hob and in the oven.

“There was, what looked like toilet roll hanging off one of the oven racks, which were brown in colour.

“Even the bedside units had tea/coffee stains and drips all over them and had obviously not been wiped over.

“In the bathroom the toilet roll holder was broken. The sink and bath tub were both dirty, covered in hairs and had dirty grouting.

“There were cobwebs with dead flies and spiders in the corners above the shower / bath unit and the broken hand wash holder was covered in brown dirt.

“The best touch though was the nasal deposit that was smeared over the tiles.”

They stayed for a night and tried a cooked breakfast the following day.

But she claimed to find hairs in the beans and a bone inside one of the sausages.

“After walking around the site, and trying to dodge the flooded pathways and boggy grass areas, we discovered that most of the facilities were shut and not in use”, she said.

Mrs Robinson said she made the decision with her husband to leave the resort and promptly complained at the reception as she checked out.

She said: “On checking out there were two ladies on the desk.

"One was quite helpful and assisted with the complaint procedure.

“The other informed me that she was busy doing something else when she was spoken to.”

Mrs Robinson later took her complaint to the Guest Solutions department and while she was told her concerns would be investigated, she would not receive a refund.

According to Pontin’s terms and conditions, a refund will not be given unless the customer raises a problem before he or she leaves the park.

It states: “If when you check into your allocated apartment you are not happy (with the condition or cleanliness, for example) please report your concerns to the duty manager who will endeavour to rectify the issues raised.

“You must ensure the duty management team are given the opportunity to put things right.

“We ask to be given a fair opportunity to resolve any issue and these must be documented via a Guest Solutions Form, otherwise we may not be able to refund you.”

A spokesperson for Pontins Brean Sands said: “We were very sorry to hear of Ms Robinson’s experience and are grateful to her for bringing these issues to our attention.

“We are confident that her experiences do not reflect the quality of accommodation and facilities at Brean Sands and that, had she raised her concerns with us at the time, we would have been able to resolve them during her stay.”

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