To still send an email?

[youarekidding]

I have been away with a friend and our 4 DC's for a last minute 4 night caravan holiday.

The site was great, entertainment great and in a beautiful location.

We however had a few 'niggles' about accomadation and false information and a complaint which was solved in resort when I indicated my intention to complain.

The main points are:

1. check in is 4pm. The sales office told us if we got there from 2pm there may a chance our van would be ready and we could check in early. We appreciated it was a 'may' but on arrival the receptionist was very rude to us about it and saying its the sales that always give that information and it's wrong.

2. On getting our caravan it only had 1 door whereas the 'typical' caravan of that spec shows 2 on the picture. It meant that there wasn't much air in the lounge but we are happy about the fact it was lovely and hot! weather.

3. When we made our beds some of the bedding was ripped, we were missing 2 pillowcases, the bathroom blind was broken and the freezer had no door. I rang the reception (OOH number). He told me the freezer would work with no door (it didn't), and he would arrange for the other things and a new freezer door to be sorted the next day. So friend and I had to makeshift cases out of towels. We went out the next day and on return reported to reception again as not sorted and said all our freezer food was ruined meaning we'd have to replace the food. Receptionist rolled her eyes, asked if we'd reported it to OOH security (I confirmed we had), she radioed maintenence who fixed the problems in half hour.

4. The next day the lovely receptionist was in and we were asking some directions to the beach and I mentioned the problems and asked if we needed to make a report with her as I would be emailing to claim back the cost of eating out due to ruined food. She gave us 3 ad and 3 ch vouchers to a meal in the restuarant (value £49). Obviously the food didn't cost the company as much to provide as the 'value' to us iyswim?

5. That night the computer crashed in the ents bar and so it was cancelled. I appreciate it's technology and although annoying this wasn't a biggy but just another thing on top of the others.

We only paid £173 for the holiday and therefore the 'value' of the compensation, especially compared to the cost we paid for the ruined food! is great.

We had a great holiday despite then problems and would return to the site again and use the company again.

I just think if nothing is ever said then the same things will keep happening.

AIBU to still send an email stating the problems?

haha that made me laugh, Is it Haven?

How are haven so sh*t when they're owned by the same company as Butlins and they're fantastic?

I immediately assumed it was Haven too haha

Yes I would email. It doesn't matter what they're charging you for your holiday you're still entitled to good service.

I would seriously complain about the rolling of the eyes and if you're not happy with the reply still complain more.

You chose to arrive before the check in time. Do you not realise that they have little time between one family vacating a caravan and another arriving to clean it properly, especially given that on a site, there will be numerous caravans to clean and service at the same time. Yes I do. We got info saying check in was 4pm. We were then told on phone to arrive any time from 2pm as some caravans were ready by then and we may get in early, but would be in by 4pm. We were in at 4.30pm. The receptionist said we were the 5th people that day to say that, we had arrived about 2.15pm, and they never check in before 4pm - ever. Check out is 10am. I have worked in ski reosrts and as a hotel cleaner abroad so know exactly what it takes to rurn rooms around.

Did you tell anybody on site that you were disappointed that the caravan only had 1 door? Yes we went to reception and asked them to check we had definatly been allocated a silver as was very different from the picture of a 'typical' silver van We had. She said they were all one door and lots of people commented.

You called an out of hours line regarding some maintenance issues. The maintenance team will be, I guarantee it, overstretched. It was out of hours, and all resolved the next day. It was resolved after we went back to reception to find out why it wasn't fixed. There was no record of us having reported it.

You complained about that to the receptionist who offered you compensation, which you accepted. Your food in the freezer was £6. I can guarantee that it cost them more than £6 to feed the 6 of you in their restaurant. Yes we are more than happy with what was offered, we didn't expect that and made a point of saying how grateful we were they understood how lots of 'small issues' added up to feeling large. I want to highlight the fact this 1 receptionist had excellent customer service and really turned our stay around. Surely you would want to hear that too?

Technology problems happen. Nobody's fault. exactly what I said in my OP.

I am not moaning I want to go back, but would he very annoyed if I returned to the same problems, they are easily solved before guests arrive and should be checked as standard. I would have rather not had the issues than the meal tbh.

I think the eye rolling was more - oh god what again - as oppossed to our complaint iyswim? I get the feeling these are common problems which keep arising and the poor receptionists get the full brunt.

Look if it were me reading an email about all that, I would be baffled as to the point of it if one of my staff had already resolved the issue to a satisfactory level, which would be the case if you accepted it.

Quite often the literature will use bank photos, so they could be of any caravan on any site within the company.

Honestly, I receive very good feedback about my staff, and it is great to read. But I'd have had you marked as a nutter long before I got to that part.

I have had around 8 Parkdean holidays and on two-thirds of them have been able to get into the caravan before 4.00pm. Admittedly the receptionist could have been more polite about it, but I expect she was very harassed by lots of people arriving early.

By no freezer door, do you mean no door on the freezer compartment within a fridge? I've had this too. Learned not to risk taking freezer food with me.

The only time I've wanted to complain in writing was once when the sleeping accommodation in the lounge was unusable. It was broken, bits of wood were missing. Maintenance came quickly (which I praised) but couldn't fix it properly. My Dad's holiday was cut short because he could not sleep on a broken bed.

squidgy I'm good at sending shit sandwiches. As in it would start positive about the positives, mention how the positives were marred by the negatives finishing off with a positive about how it was resolved. I find if a professional letter is sent it's received and read well, well as in the ones I've read I've never actually sent one.

Wasn't Parkdean.

It was more when we were told we couldn't get in, which is fine, we asked if she could tell us the caravan number so we could walk around, find out where we were, and show the 4 very exited DC's. She said they hadn't allocated caravans to people yet . A simple we aren't allowed would have been better than a lie. It was the way she spoke not what was said iyswim. And yes every caravan holiday I have been on (about25) they will let you in if its ready and if not tell you what number it is.

I still don't understand the point of writing a summary of everything that went wrong if it has already been resolved.

If you want to praise staff, write a letter praising staff. If you want to make recommendations on how they can improve then by all means do. But writing the equivalent of war and peace to moan about what went wrong is pointless. It has been resolved. You accepted the solution. That is what would make me brand you a nutter.

suidgybiscuit

Your whole attitude about this makes me realise why customer service is so rubbish these days.

I don't think all the issues were resolved IMO. I would expect all the correct bedding to be there when I get to my caravan and it SHOULD be in a good condition.

Nothing should have had to wait till the next day unless I was complaining at 9pm at night!!!

Basically you're saying people should put up and shut up.

If you want to praise staff, write a letter praising staff. If you want to make recommendations on how they can improve then by all means do.

Yes that's what I want to do. But to praise the way receptionist resolved issues I need to mention them. TBH I was going to write an email and then changed my mind after it was resolved. Then I thought, are they using a free banquet, believe me it was a huge amount of very nice food, to prevent people complaining - and that is hiding as opposed to solving the issues iyswim?

I'm still undecided as there is great arguments here for and against. It won't make me feel any different by sending it - as in there's nothing to get off my chest, more of maybe wondering if there's some kind of obligation to future customers to bring these things to the attention of HO?

We are returning for a weekend in October, maybe I'll just ring the day before and speak to the lovely receptionist and ask for these things to be checked before we arrive?

'There were people who paid £400 for a week, are you saying they should get better service because they paid more? Surely not, a caravan spec is just that, a spec of what to expect regardless of the cost.'

Of course and I wasn't trying to defend poor service. I was just saying I've experienced it before where there's low morale and this often goes hand in hand with low prices.

It doesn't make it Ok. I think it's a real shame.
Although it's possible the staff thought, Oh they got a bargain, what do they expect.

I'm not saying that's Ok.

Are you seriously going to ring before and ask someone to check there is a freezer door and enough pillowcases?

I think you should have got exactly the same level of service as those who paid full price. Just to be clear.

If someone has an issue, and addresses it with me whilst they are at the hotel, I will fix it. What am I to do afterwards with a letter telling me again what happened?

Youarekidding;

Dear Sirs

Following a recent stay at your property, I would like to write and highlight some differences in the level of customer service and hospitality amongst your staff. I received some excellent service from one lady in particular, who went out of her way to resolve some unfortunate issues with the accommodation. She is an asset to your business, and dealt with us in a very professional and friendly manner.

However, I remain concerned about the condition of the accommodation, with key items of linen being missing or torn, and the general state of fixtures being poor with mould present and a freezer door completely missing. These issues were highlighted during the stay, and I trust they have been since rectified.

Another concern is the disdain some members of staff clearly displayed for guests. I am sure that this is not the level of service your organisation strives to offer, but unfortunately it was experienced by my party on more than one occasion during our stay, and I feel that it needs addressing urgently as at the moment it is a huge sleight on your property.

On the whole, I had a great time during my stay. I would very much like to return, and look forward to doing so, but remain a little apprehensive regards the sporadic attitude towards ensuring guests have an enjoyable stay in clean and well maintained surroundings.

If you would like to discuss these issues with me at greater length, please do contact me on xxxxxxxxxxx.

Unfortunatly what squidgy is saying is right. I worked in the tourist industry for 7 years. I know the meal is to prevent complaints, unfortunatly its all about a quick fix compensation than actually spending out to solve the issues.

Thats why I think an email would be useful as well as useless. Useful to highlight the problems, useless in the fact it won't do anything as we had 'compensation' iyswim.

I was told in resort by barman that the free food was given as it lowers staff bonuses when a complaint is made, especially an unsolved one.

Of course an email saying E was brilliant, we had a few problems but all got a free meal is better than the truth of, mouldy curtains, furniture, bathroom, caravan spec not typical as by picture, not enough bedding, broken freezer, broken jacuzzi, broken bathroom blind. All of which took reporting twice to be fixed ( well the things we reported, some we let go) and compensation was only offered when I indicated my intention to complain. Entertainers brilliant as was bar manager. HO pick out the information they want to recognise. Its always been the way.

Excellent email squidgy. You would soon find out if they cared about what the problems were as they'd contact me. Something tells me they won't.

bodyofeyeore No that was just a little tongue in cheek. People saying complaining won't make a difference so I was suggesting maybe I should ring the day before and ask them to check the basics - not just expect them.

In all likelihood they won't, but then you have given an open invitation for them to contact you, so would you want to return if they don't?

little How did you know?

Just looked up and the original price for same holiday are saying £450, they are going for £219 now as last minute. I didn't realise we had saved quite so much. Wonder if it's the economic climate or if they are not a great company?

Agree actually squidgy. It's wierd isn't it how I asked AIBU, you are probably the only one who said yes but yet your argument has value. Its a shame though the value is that they won't/don't care. Customer service is not what it was and I wonder if it's due to the claim society we've become. So unless you've lost a limb because of a companies incompetence you are just moaning.

Ah well C'est La Vie.

Our fire worked!! It was 27° most days though, except Thursday when it rained like a monsoon!!! We used the fire to dry out the dampness as we were invaded by earwigs due to us forgetting to keep a light on when we went out.

We had no problems with hot water - it was boiling hot even with shower on coldest. We just showered DC's at pool after swimming and used shower ourselves.

Which resort did you stay in?