“I am an owner on Limefitt. DO not buy a lodge with this company. Costs keep increasing as services decrease. Now want to charge £260 for the WiFi that was included in the £6559.14 pitch fee! Yes they want to add this as an extra charge another £260. They are calling it fast but it isn’t. Greedy company - please be warned. Staff can be rude as there is no where to go to complain. No accountability outside the park so nothing gets done. Complaints treated with contempt. Nobody at head office to talk to.”
“Everything was atrocious from booking process to the holiday itself. In short…
• The booking process is awful.
• The park had basically no food from the menu available, so we had to eat off site every day.
• The staff we’re rude and unhelpful.
• I have complained officially and have been told that you literally couldn’t care less (I have the emails to prove it… should you want to read them).
• I also complained to the manager on site who advised she would 100% follow this up and stay in touch… she has not. Not even a single reply to any of my emails.
You are absolute disgrace.
If you are at all interested (and at this point it could not be clearer that you indeed are not) the initial complaint is detailed below.
I booked a weekend away for my partner, myself and our 2 children at your California Cliffs park in Norfolk. We booked and paid in full and consequently I received 10 confirmation emails
Each one of these had a the same reference number however each one also stated we had an outstanding balance and I needed to log into my account to make any amendments.
I attempted to log in but it said an error had occurred, so I assume it was because I had only just made the booking so maybe the landing page had not yet fully been rendered.
In any case, I left it 24 hours and tried to log in again only to have the same error.
This was when I decided to call you AND this is where my complaint really beings.
I was sent around in circles on your phone line (both the one on the confirmation email and the one that displays on the error AND the one on your actual website) only to land at the same answer every time. I need to log in and use your live chat. Impossible if I cannot log in right?
on a side note... your record voice mail states "We are OBSESSED with improving our customer experience". That in itself is, at this point, an insult.
I finally called your sales line with the thinking that whilst you may not be interested in speaking to existing customers, you at least would be keen to speak to new customers looking to spend some money... would you believe it, I was correct.
The guy on the phone quickly explained to me that the reason I could not log on was because I had cancelled the booking! I ABSOLUTLEY HAD NOT and explained this. To which he then explained that you are having multiple system issues including but limited to;
• payments being stuck, then rejecting causing system generated cancellations.
• holiday dates being moved.
• multiple payments being taken.
It turns out the first had happened to me. Your system failed and my booking was then cancelled WITH NO NOTIFICATION. Remember, at this point I have 10 confirmation emails and not a single mention of a cancellation.
The guy on the phone then said I could re-book the holiday and as I have promised my children this little break, I have no option to comply.
So now I am £359 down in terms of the holiday I have had to book twice (At the time of writing this, I have been refunded for the first payment).
I asked the guy on the phone there was anything he could offer in terms of compensation for the inconvenience to which, after checking with a manager, he said no "because you are not the only customer this has happened to" meaning that this is not a one off and that it is a known issue.
I then asked for conformation of the cancelled holiday, so I had that to hand for when the money inevitably does not get refunded. That email really got me because it states that YOU CANCELLED THE HOLIDAY BECAUSE WE FAILED TO MAKE PAYMENTS AFTER YOU HAD TRIED CONTACTING US MULTIPLE TIMES! Like it’s my fault, like I have failed to pay you.
I want to summarise here because I know that I have gone into a fair bit of detail.
• I booked a holiday and paid in full.
• your system errored and cancelled the booking but failed to let me know this and instead confirmed the booking 10 times.
• I have had to rebook at further expense.
• I have been made out to be a "bad payer" by your systems cancellation process.
One final point and this is a big one.
If I had turned up on the day, bags packed with a car full excited kids and you had told me ONLY AT THAT point the booking had been cancelled, the level of complaint I would be making would be much, much greater than it is today. There is a legal requirement for you manage these processes and have sufficient processes in place to protect your customers integrity and trust.
It’s also VERY IMPORTANT to note that if you have provided compensation to even one customer because of this error (which we established earlier has been happening to other customers) then legally you will be required to at least have a process for compensating every other customer effected. You are not required to divulge this by you are required to act upon it when it is questioned. That is the LAW.”
“Shocking customer service and communication - I really should have checked on Trust Pilot before booking. (We booked a requested caravan on one of Parkdean's resorts - pet friendly - confirmed pitch) after receiving no communication I chased this up to discover we had been booked into a non pet friendly accommodation - error on Parkdean's side after contacting data protection to obtain the recording of the booking - after several weeks of trying to resolve this we were merely told to pay an extra £200 or so - or sell our holiday on Facebook!! We still hold this booking and to be fair Parkdean should simply transfer us to a pet friendly which was requested on booking. It's nigh on impossible to get hold of anyone and the automated responses state they will get back to you within a time frame. I am within the 90 day cancellation time however I'm told I would not get any deposit returned despite the error.”
“Stayed at brynowen, left Wednesday 5th April. Got there on Friday 31st March. Me and my son went to the resturant and the staff were all on their phones having conversations bout the fact they couldn't wait for their holiday in Turkey, when food eventually came very small portions and burnt. On the Saturday complained bout the experience that we had had, the response was one of what do you expect us to do bout it. This experience carried on till we left on Wednesday wasn't supposed to leave till this Friday. We have been coming to this site for 4 years will not be booking again.the whole attitude of staff was that we were inconveniencing them”
“Security overbearing at camber sands clearly after they murdered someone and then after feeling akward the entire trip they would follow you and check everything you done. Even had drinks taken away from children claiming to be alcoholic drinks when clearly they were not. Shout out to Alan at the show bar for clearly having a lack of training and resources. Not your fault Alan but let’s hope parkdean provide you more adequate training to do your job. Stop trying to be overbearing and power tripping when things are exactly as they are. What a shame”
“Good Afternoon
We stayed at the above site at the beginning of September this year. We had stayed there last year in a private rental and loved the locations and on site facilities. However , we wanted to be nearer the lake and therefore booked with Parkdean. This was a big mistake as the cleanliness of the lodge left a lot to be desired!
After the first night we reported to reception there was a problem with the hot tub as it kept displaying an error message. There was also a broken glass on the decking near the hot tub. This was a particular concern with having a three year old. Also, the side strips on 3 of the kitchen cupboards were hanging off. That day someone looked at the hot tub however, the following day when we put it on the same error message showed up. Someone else Also called to re.ove the broken glass.The day after that someone stuck down the side strips on the cupboards but when we left on the fifth day, one of them was starting to come away again.
The main problem was the lack of proper cleaning. On the second day we went to put our three year old in the bath but noticed there were black specks in the water so let the bath out and used the shower in the end suite bathroom. Later that night I ran the bath again and once again the black specks appeared. We all just used the en suite shower after that.
However on our 4th day we were cleaning before leaving and discovered, to our horror, that the place where the shower was connected was covered I black moulded and this was obviously where the black specks came from!
We had noticed after our first night that there were a number of stains on the sofasbut had just put our towels over. Seeing the black mould was the last straw along with skirting boards throughout. I took photos of the dirty areas and sent them off to customer service. Their response did not address the mould or the lack of cleaning just thanked us for bringing this to their attention. I felt the response was generic as failed to address any of the concerns.
I certainly would not recommend this company to anyone, not entirely because the cleanlines left a lot to be desired but the lack of having the concerns addressed.”
“Just come back from Withensea site, family had a great time we had 2 caravans which were really good. helpful & friendly staff. My only complaint is regard children ridding E/ scooters on the roads, with cars having to avoid them. I thought that normal road rule applied, ie not private land. we will be returning”
“Lost payment tried to take from my bank again and mix mine and my son's booking up different numbers and references. When phoned I had to provide details of payment. When asked for full refund was told can't even though it's 10000000% their mistake. Canceling my 14 night stay for next year. Been there for many times but won't be using again after their complete failure and how they can't see difference in names reference number beyond stupid”
“I stayed at sycamore number 2 on Newquay and on arrival the caravan looked like it hadnt been cleaned there was some type of liquid spilt on the main door frame as well as marks on walls in main bedroom, brown stains on the kitchen floor and mould in main bedroom and bathroom and the double bed was completely covered in dog hairs they were on the mattress, bottom sheet, duvet and pillow cases aswell as a single bed never had any covers which i didnt realise until night time. I informed reception of these issues and asked them for new bed sheets for double and single as well as asking them to clean the caravan again as the caravan smelt dirty, there were stains on the carpets and dining stools also there were stains on the living room carpet that looked like dog feaces had been walked through the caravan which i therefore had to clean. I informed reception of all the issues camp was full so had nowhere else to go all we received was new bed sheets for the double and single we left the caravan with our dog for 5 hours and came back to our sheets on the patio in a bag for us to put on ourselves and the caravan looked no different from when we arrived when i asked at reception i was told it was cleaned again. So considering i spent £1300 on this holiday i am disgusted in the condition of the caravan and we left the park yesterday morning and we have cancelled our holiday with yourselves for next year and will be going elsewhere.”
“Having just returned from a holiday with Parkdean halfway through my break, I can honestly say I don’t know how they get away with the way they act. When I complained about the rude woman behind the bar, I received a very snotty email from a General manager called Nick Greenacre, who basically called me a liar without being there. If Nick Greenacre is the kind of jobsworth they put into their management rolls then there lies the problem. Disgusting company .Ng”
“Not even been yet but paid holiday early and still carried taking direct debit out of my bank, now they say its going to take 7 to 10 days to refund me what they owe also costing me money cos my other direct debits have been affected and will get charged by the bank”
“Refused a drink in the onsite bar due to not being able to download “ the app “. Not everyone has a smartphone. Two nights running I was embarrassed and upset due to the way I was spoken to by a horrible woman behind the bar in front of other guests. Went straight round to reception, but this was closed. This was 18:30. The next morning I left at 9am midway through my holiday. Reception apologised, but offered no solution. When booking the holiday I would not have parted with my money had I known that I would not be welcome in the bar because I don’t have a smartphone. Never felt so excluded. Parkdean are totally ignoring me now, which shows their level of professionalism. Never again with these cowboys. Holywell Bay holiday park Newquay.”
“Totally one of the worst company's I have ever encountered or had to unfortunately deal with - I tried to cancel my holiday due to an illness and they employed dodgy tactics to try and withhold monies paid - despite making me take out cancellation insurance when i originally booked. Very rude and unhelpful customer service staff, inefficient employees standards and overall a highly distressing and upsetting encounter. Do not waste your money and look for other more professional and honest organisations.”
“Terrible service, Stuart the sales guy is terrible and so is Rebecca.
The park is overrun with rats and no one cares
The staff are the most important unhelpful ever.
I will never go back.”
“The caravan was so dirty it was disgusting! Fusty smelling pillows & beds, i got bed bug bites all over my legs. We checked out after 36 hours & had booked 1 week. Nobody was really bothered about our holiday being ruined. The park is being managed dreadfully. Head office was just as bad, slow to reply & no care that our time & holiday was ruined. They just wanted to protect the money. I would avoid Park Dean all together they are the worst company I’ve ever dealt with for holidays, & I have about 10 a year. I’d rather deal with Vladimir Putin then deal with Park Dean again!️ 💁🏽♀️”
“I arrived at the caravan which was not clean as it had cobwebs everywhere and corks, sweet-papers under the cushions and also there was lipstick on a couple of the glasses. The crockery was not clean so I had to clean everything before use. The parking was awful as we had to park quite away from the caravan which is not ideal when the site is so hilly and you are unpacking the car. Work vans were parking in the visitor spaces so sometimes you could not get a space after you had been out. The vans should have parked near the entrance as there were a lot of space for the vans. The caravan had awful handles on all the doors as bits were coming away off the handles. It also said we would have free Wi-Fi but we didn’t have it. The swimming pool was ok but the showers were domestic ones that you could not get to temperature and should not be used in a complex like that. I have been on a few Parkdean sites and must say that this one ( Bideford, Devon ) is the worse one and would never go again. I waited for this holiday for 3 years because of covid and have never been so disappointed ever.”
“So we booked to stay at Romney Sands Kent on the 8th February,2022 with full details of our party of 5 (2 adults, 2 children and 1 infant) and paid in full.
After six and half weeks and 10 days to our holiday, we were contacted by this despicable company to say they wrongly advertised our lodge and that it only had capacity for maximum of 4 people. What utter Nonsense!!..
they told us the ‘only’ available accommodation that can take our family would require additional £157, you can’t even begin to script this!
They were obviously advertising the previously sold accommodation at higher prices and then offering refunds to customers who made earlier bookings at lower prices.. shameless company!
When I asked for my full refund including the cancellation insurance added to my booking as this wasn’t my fault, the lady put me on hold and after a 20 mins wait, offered me the ‘last’ accommodation on site that can take our family for only additional £40 as Parkdean was offering us £100 as a ‘gesture of goodwill’.
I told her thanks but I still want my full refund as I had had it by that time. On reading the reviews, it’s looking like this is actually a blessing in disguise and I’m hoping I actually get my refund. Please whatever you do, NEVER book your holiday with this MORALLY BANKRUPT JOKE OF A COMPANY!!”
“Are not understanding with people when having a little trouble paying the holiday. Only wanted to extended due payment by 5 days so can pay it off but no didnt want to help! Will not be going back with them again.”
“Stayed for a week at Sunnydale in Saltfleet. Caravan dirty. Poor cleaning despite covid pandemic. Green sticker on door to say cleaned and ready to use but far from it. Cleaned and then checked by a supervisor. Both inadequate. Lots of photos. Reported to reception on departure. No interest in helping. Used the excuse of not receiving notice of the problems despite the photo evidence. No explanation as to how this could happen and no real interest in engaging with paying guests. Disgusting customer service. Abysmal. Posting photos on social media to make others aware.”
