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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

To be really cross with Center Parcs?

203 replies

SkipperBlueEyes · 23/04/2015 20:06

A little bit of back ground. In January my horse fell on top of and then rolled across me. I'm pretty lucky to still be here, I broke 3 vertabrae, 6 ribs, hip socket and smashed my upper humerous and the ball joint that goes into my shoulder was smashed to pieces I also punctured my lung. I had surgery on the arm and was in hospital for 4 weeks: I have 4 dc and it's been a terrible time for them and us as a family. My dad is also having treatment for cancer and our beloved dog was killed by a car recently, I'm still in horrendous pain and can't sleep at all it's been awful.

I decided we all needed some time as a family so I booked a lodge at Center Parcs, I went for the mid range one its not something we could usually afford but my lovely nan died and left me some money and the mid range has a physiotherm room which I thought may be helpful for me, I also splashed out on a couple of activities each for the dc. We've all been really looking forward to it.

OP posts:

GatoradeMeBitch · 23/04/2015 21:05

I think they would probably be more amenable to a cancellation if everything was all booked up, so I wouldn't mention in emails (has to be email if you're meant to be leaving Monday!) that other lodges were still available, it's just not relevant.

Compose your email, then send it out to every department email you can find!

Branleuse · 23/04/2015 21:06

Poor you, it sounds like youve had a really shit time of it. Im sorry centerparcs are being so inflexible. Have you tried asking them on their facebook page.

I havent been to centerparcs for a few years, but I did need to make changes to the holiday before in advance, and they were ok with making adjustments, although i did have to pay a fee for it IIRC. Im surprised they wont move it. I thought their customer service would have been better than that. Have you explained the whole thing to them and told them how upset you are? Offered to pay an admin fee, or ask if there was anything at all you could do to avoid not losing your holiday

It really is at their discretion, so its mean that they havent done it

ThinkAboutItTomorrow · 23/04/2015 21:07

What this really highlights is why bother with CP? Overpriced and expect you to take out cancellation insurance. Every hotel I know has a 24 hour cancellation policy. I don't get what makes centerparcs so special they are different.

Sorry op they are tight fisted arses.

monkeysaymoo · 23/04/2015 21:09

Having taken a cursory glance at CP's insurance policy I doubt very much you would be covered under these circumstances anyway

paxtecum · 23/04/2015 21:09

Can some clever, articulate MN compose a really good email for Skipper, or even act as an advocate and ring CP?

Skipper, I hope you and your family get your holiday.

Hassled · 23/04/2015 21:09

What you've been through just sounds so unimaginably awful - the trauma of that coupled with the pain and the lack of sleep doesn't bear thinking about. I know I'd be gibbering in a corner somewhere.

And CP is big enough to show a bit of compassion, insurance or no insurance. That's what good customer service and public relations is all about. Keep emailing - hopefully somewhere higher up the CP chain will have a heart.

RosesareSublime · 23/04/2015 21:10

[email protected]

Write your OP, EXPLAIN your circs, say you realise their polices however you feel for the sake of your family, who have been through a hideous time you want to throw yourself on Martins Mercy and Beg Him to save this treat of a holiday paid for by late grandmas inheritance.

He is chief exectutive.

The worst that can happen op is that they say no, and they are saying no now, but at least you will have tried.

Bakeoffcake · 23/04/2015 21:13

I really feel for you OP.

Do write an email and hopefully someone with a bit of sense and compassion will let you move the holiday.

Chocolatefudgebrownieicecream · 23/04/2015 21:14

Past was it spiteful? I didn't mean it to be. I do not think it is fair to blame a company for not helping (even though it would be nice and within reasonable hope for them to) when insurance could have been taken out but wasn't. I hope it gets sorted. I am not sure 'naming and shaming' would work (though I do not know this business) because I wonder if cp would think ... Oh we can't move this holiday because then everyone without insurance will expect theirs to be moved'. But, I don't know the business, that is my opinion. I really dislike it when people push blame onto others for their actions. So... My 'spitefullness' was projecting because of that. I should have put it more simply and with less emotion from me. Wrist slapped here. OP I hope it sorts out and you get another holiday and some affordable insurance.

Snoozybird · 23/04/2015 21:15

When you work in a customer facing role you hear every sob story under the sun, most of them heavily embellished. Tbh you become hardened to most of them. Maybe if you enclose a copy of your letter showing the surgery date CP might be more inclined to give your particular case more consideration?

Sorry you are going through such a tough time.

momtothree · 23/04/2015 21:15

Owner made 650million .... drop in the ocean!!!

HattyMonkey · 23/04/2015 21:16

I don't think yabu and I am sorry for all you have been through. I agree with pp saying escalate it from customer service who will have a script to follow. If not if cp accept name changes try to sell it on a facebook for sale site or similar. I hope your dad makes a quick recovery and your operation is successful. I also understand you feeling woe is me sometimes life sends one shitty thing after another at us.

DakotaFanny · 23/04/2015 21:16

Yes, do try. I really feel for you OP. I am another who would not have thought of insurance for a British holiday- which, now I think about it, is bonkers but there you go!

Really hope you get somewhere and that good times are heading your way very soon.

marymouse · 23/04/2015 21:17

I would try phoning again, you might get a different customer service advisor who is more sympathetic

ConnieBaby · 23/04/2015 21:17

We had the same situation when I was rushed to hospital with an ectopic pregnancy. They refused to budge even though DH explained that we couldn't make it the following day as I was recovering from surgery. We did have insurance though. However, despite taking out their insurance they refused to pay as we were also covered by our bank account. Apparently the T&Cs of their insurance state that they only pay if you have no other cover in place. They refused to refund insurance premium until DH threatened them with the FSA for miss selling. Even then they said it was just as a gesture.

So, OP, I don't hold out much hope for you but good luck. Hope you feel better soon.

Original poster

SkipperBlueEyes · 23/04/2015 21:18

Ive just composed a quick email how does this sound?

Dear Martin,

In January a horse fell on top of and then rolled across me. I'm pretty lucky to still be here, I broke 3 vertabrae, 6 ribs, smashed my hip socket and smashed my upper humerous and the ball joint that goes into my shoulder was smashed to pieces I also punctured my lung. I had surgery on the arm and was in hospital for 4 weeks. I have 4 young children and it's been a terrible time for them and us as a family. My dad is also having treatment for cancer and our beloved dog was killed by a car, I'm still in horrendous pain and can't sleep at all, and the poor children are having nightmares and are generally traumatised it's been awful.

I decided we all needed some time as a family so I booked a lodge at Center Parcs. We have been before and the children loved it, especially the pools.

I went for the executive lodger his time its not something we could usually afford but my lovely nan died and left me some money and the executive lodge has a physiotherm room which I thought may be helpful for me, I also splashed out on a couple of activities each for the dc. We've all been really looking forward to it.

I had a routine xray this week and a pin in my arm has pushed through and it's scraping in my joint each time I move my arm and causing damage and needs operating on asap the only time the surgeon can do is whilst we are booked to come to Center parcs. I called and asked if we can change the date but they said no I should have told them ten weeks ago and they'd have moved it. I'm so upset. I realise now I should've paid for the insurance but now it's obviously too late and I feel it's a very harsh lesson. Our holiday is ruined, we can't afford to book another and the children are terribly disappointed. I really thought Center Parcs as a family establishment could've been a bit more understanding. Is there anything at all you could do to move the holiday? I really feel like my inheritance has been used in vain. I'd be so grateful if you could email me back.

OP posts:

BellMcEnd · 23/04/2015 21:18

Very best of luck, Skipper. I really hope this all gets sorted for you, it sounds like you've all had a dreadful time. YANBU one little bit, imo. I also hope your op and your dad's treatment go ok

TheRealAmandaClarke · 23/04/2015 21:20

The fact that the holidays are pricey and the owners are wealthy are not relevant here.
Its a business. Extremely popular for family holidays.
There is no point in slating them about this.
Focus on your goal, which is for your family to have their holiday and your losses to be minimised.
Remain humble in correspondence with them.

momtothree · 23/04/2015 21:21

Sorry u need a line - we dont want to cancel but exchange for another date.

Sirzy · 23/04/2015 21:21

Dakota - I think most people don't consider it for UK holidays tbh, I only do because we very close to having to cancel a holiday because ds was ill and it made me stop and think.

momtothree · 23/04/2015 21:22

Sorry dont forget booking reference etc

Grantaire · 23/04/2015 21:23

Try again OP. What an absolute disappointment for you. We had a lot of really kind help from CP customer services due to a sudden illness whilst on holiday.

I hope you can get this fixed. I'm sorry for the things chucked at you of late. Sounds like you need a holiday and I hope somebody can do something tomorrow.

Catsize · 23/04/2015 21:23

yaNbu.
Yes, technically there was always a risk this sort of thing could happen but it really is no skin off CP's nose and would make you and your family life-long loyal customers who would no doubt rave about the wonders of the customer service etc.
It is when a company does something that it doesn't have to, and shows a bit of humanity and compassion, that they win.
We had to move flights recently in difficult circumstances. Icelandair were brilliant, moved them at no cost, and I will be forever loyal. Oh, and they have had a free shout on MN.
CP are being very short-sighted.

TheRealAmandaClarke · 23/04/2015 21:25

Bless you. Fast work.
I would re word the insurance part. Not that you should have "paid for insurance" but that you should have realised taking out their insurance would have been appropriate (or somesuch)
And I might be tempted to remove any comments that make them out to be unreasonable, so maybe say the brilliant bit about hoping there is something he can do (personalise it) to move the holiday but, keep your disappointment focissed on the situation rather than CP.

Oh I realy hope you get your holiday OP.

ConnieBaby · 23/04/2015 21:25

Skipper, I'd change the end bit from inheritance to something like, 'I really feel that this week is so desperately needed for our family's well being given everything we've been through this year.' It's true and more poignant that talking about inheritance.

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