Dead flies and dirty floors – ‘revolting’ apartment at Pontins Brean Sands sees family head home early

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Grubby floors, dead flies, spiders and a rusty hob are just some of the complaints that led a family to cut short their break at Pontins Brean Sands resort.

Michael Robinson, who was due to return to sea with the Royal Navy, had booked the holiday in order to spend time with wife Tressa and their two daughters.

Mrs Robinson forked out £188 for the three night stay at the popular resort near Weston-super-Mare.

However the mum of two said she began to notice problems with their holiday before the family even made it through the front door.

She says she has since been told who won't get a refund because she left before Pontins could resolve her complaints.

Pontins told Somerset Live it is investigating the complaint but her experience does "not reflect the quality" of the resort at Brean.

The Robinsons - Tressa and Michael with daughters Lizzy and Molly

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.”

This isn't the first time this particular holiday site has made headlines for all the wrong reasons:

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Holidays from hell

Ms Robinson added that 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.

"We were not expecting the Ritz"

“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.

Mrs Robinson said the were hairs in the beans and bones in the sausages

“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.

Something unsavoury was lurking in the bathroom

“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.

The skylight also needed a good clean

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.”

What looks like a tissue on the grill

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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