“This company is a joke. My mother in law booked a holiday break with the family, however, she has sadly passed away recently. We have contacted Parkdeans joke customer services on numerous occasions. I then sent a copy of the death certificate as requested but received no response from them. Finally after ringing for over a week spoke to someone in customer services who stated they had not received the e-mail. However, I had an auto response stating they had received. However, I again forwarded the certificate and again no response from them. I managed to get a web chat with customer services as again their telephone are stated as "unmanned at the moment" and they stated that they are going to keep 80% of the holiday cost as a cancellation fee. This is on top of the death of my mother in law and causing stress for hard working families who have struggled to finance a holiday. This company is shameful and I would avoid making a booking with them at all cost, just look at the reviews and I am not the first. I am going to make as many people aware of this company as possible.”
“Awful company with dirty tactics trying to get you to pay for optional extras that cant be removed and canceling a booking when you ask them to remove the optional extras from your booking. Steer clear from this awful company.”
“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.”
“Do not use park dean
I was told to wait 28days for my refund it’s now over the 28days and still no refund I’ve sent numerous emails no reply back I’ve tried calling no one picks up the phone! They have stolen my money and have fed me lies and now it’s over the 28days they are ignoring me just to not pay me my money”
“Parkdean Customers services are unhelpful and rude. Having booked a sun holiday deal and paid for upgraded accomodation I recieved an email saying my holiday was cancelles as I had not paid the balance. I thought I had as I had used the manage my booking option and removed the entertainmemt passes (as there is no entertainmemt ) i thought I had then paid the remainder but it appears it had not went through. Despite 3 hours of phone calls withim minutes of recieving the cancellation email they refused to help in any way at all except asking me to rebook. No politeness,No understanding and despite the cancellation email saying they had tried to contact us several times they admited on the phone that they hadnt tried at all but still no chance you can have the holiday at the price you booked it at you need to rebook. customer service shocking. I will never give them another penny again. One extremely raging mum who is out of pocket by over £130 over a bill of £43 ...
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“Why have you still not issued our refund. We will never ever book with you again. You went against government advice on when to fully close your park, thinking you could use a loophole, they closed the swimming pool, club house, play park, but you can still walk on the beach or sit in your caravan. When told you have to close you assume we would take voucher. After we declined that offer and asked for a REFUND you stopped contacting us, we have spent hours trying to contact you, our last phone call to you we were informed by your customer service that our money would be returned on 27 May. STILL NO REFUND. PARKDEAN YOU ARE A NATIONAL DISSGRACE.”
“Disgusting, through this time of this pandemic, they close all pools, bars and restaurants, but keep the accommodation open so they don’t have to refund the holiday, absolute joke and money grabbers, the CEO wants to be ashamed !!!!!”
“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.”
“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.”
“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”
“My grandparents who are both in their 80's have lived on Regent Bay Holiday Park (Parkdean Resorts) for 17 years! They were notified in the middle of a global pandemic that they would be evicted from the park, along with many other people. The park gave them 3 months to find elsewhere to live with very little explanation as to why this was happening! Thankfully we have been able to find them somewhere suitable to live with very little notice. The park which has beem home my grandparents for 17 years have dealt with the situation awfully with very little compasion shown. This corporate giant has since issued a £1500 bill to my retired 80 year old grandparents to 'disconnect' their caravan along with other ridiculous charges!!! Not only has this caused them a lot of unnecessary stress they have both been left extremely upset and let down! I do not understand how a company of this size can treat people like this in such a difficult time! They have clearly done this due to pure greed as they can now fill the caravans with holiday makers staying in the UK!!! I intend on seeking advice on this matter and will be sharing this with as many people as possible!!”
“Never ever use this company used for year and this year I had to do a cancellation due to medical reasons and they would only refund me £58 out of £290 that I paid I gave them nearly 40 days notice never book with them ever terrible cancellation policy keeping 80% of my money”
“Booked a holiday had to cancel was offered a voucher to book again .Then asked for money back only to be told cant have back its in the terms and conditions .Also we payed there insurance but is no use
.So if you book with parkdean just be aware dont accept a voucher if holiday gets cancelled so you can get your money back”
“Parkdean refused our request for refund due to lockdown in our area. We can't go on holiday. Very poor customer service as offered voucher instead. We are over 70 and not sure what will happen in the future so do not wish to rebook. Don't book with this dreadful company.”
“Booked a holiday for October for £124. I thought that wasn't a half bad price until I noticed that they had charged me twice for the same holiday but only 1 policy number.
I spent 90 minutes on the phone trying to figure out why I was double charge and eventually I got though to a manager who said I would receive a refund.
It's been 3 weeks and no refund and when I called them back, they basically said it's my issue.
DO NOT BOOK WITH PARK DEAN'S”
“Absolutely shocking customer service..rang several times and no-one answers. We want to know why we haven't had the full refund from the break we booked for April and they cancelled due to covid. They refunded a third of the amount with no explanation. I've read quite a lot of the reviews and amazed at what a very poorly run company this is..I hope they're proud of themselves. I certainly won't be booking anything with them again.”
“We booked for the touring site at Sandy Bay, we were given a pitch number the day before. When we arrived our pitch was occupied by travellers, who had paid for a couple of nights, and then refused to move, most of the site was travellers doing the same thing there was 3 vans,we were told that was going to be moved later by the police. the whole camp was a nightmare, vans parked close together, no distancing, which we was promised in this pandemic. How the showers and toilets were going to cope, I didn’t stay to find out. There was a lad on a motor bike riding round just total chaos. We are in our 70s, and travelled 5 hours to get to the camp, and the same going back, plus £90 in petrol, to say we were shattered when we got home is an understatement. We asked for a refund, which they agreed, but reading other reviews I fear we will be lucky to get that. I would never go with Parkdean Resort again they are the worst company ever. Roll on September, Haven here we come.”
