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

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Two women have shared their disgust after travelling to a Pontins Holiday Park in Prestatyn Sands, Wales, back in May. Driving from their home in Birmingham, the pair claim they were greeted by the horrifying sight upon arrival of a dead mouse and other “filth”.

The 24-year-olds claim the company refused to refund them despite them issuing a formal complaint. 

Speaking to WalesOnline, Mariah said: “We got our keys and went to find our apartment, which was on the top floor. We got in, I put my bags down and all of a sudden, my friend screamed. I couldn’t see it at first but there was a dead mouse right by my bags. It looked fresh and I thought it was fake at first. We were confused because it was a top floor apartment – how did it get in?”

Mariah said within minutes they put their bags back in the car and headed to reception to let staff know.

She said: “We told them what happened and my friend asked how often are the apartments cleaned. They assured us they are cleaned every day prior to arrival. We showed them the mouse and they were in shock.”

Next Mariah said she asked staff if they could have a new apartment, since they had travelled a long way and couldn’t afford to stay somewhere else. Although they were relieved when staff agreed, Mariah said she was shocked by the state of their second room.

She said: “We went to the second apartment and it didn’t have a dead mouse in it but it was filthy. There was dirt all over the floor such as leaves, and there was dust everywhere. There was mould in the fridge, which was residue left over from whoever was in there before us. There was pubic hair in the bath. There was stuff on the windows which looked like old condensation. It just looked old.”

Mariah said she and Brittanie went back to reception to complain again, this time they wrote a formal complaint and spoke to a manager. She said: “We spoke face-to-face with the manager and were offered a full refund of £80. It might only be £80, but that’s not the point. The fact we found a dead mouse in an apartment, you’d instantly think we’d be getting a refund.”

However, since leaving Pontins on May 23, the women claim they still have not received a refund. In fact, Mariah claims the company had flat-out refused to reimburse them despite the manger’s promise.

“For months now we’ve been fighting a battle to actually get a refund,” she said. “Since leaving, all we’ve been offered is 20% off our next stay. It’s a slap in the face. We went higher up in Pontins with proof and we sent them the written complaint and they still refused.

“I looked up the policy from Pontins and it says if you leave on the day of arrival, you are eligible for a full refund. It might have been our mistake to stay, but we were tired and it was a long journey. We didn’t have money for other accommodation. We literally just needed to get in and rest.”

Mariah said she has been left very disappointed about her experience and would not return to the park again. She said: “Prestatyn means a lot to me. Every year growing up we’d come here for a family holiday or to other caravan parks. it’s been ruined now because of this and we definitely won’t be returning back.”

Pontins has been approached for comment.

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