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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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.

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 in at cp I called and asked if we can change the date but all they kept saying was no I should have told them ten weeks ago and they'd have moved it. I'm so upset. Our holiday is ruined and the children are gutted I really thought they could've been a bit more understanding. Ainu?

OP posts:
Original poster
SkipperBlueEyes · 23/04/2015 22:06

Yes I only asked to change dates I didn't even want to cancel

OP posts:
DisappointedOne · 23/04/2015 22:08

You need a full stop after "urgently" in the last but one paragraph.

Musicaltheatremum · 23/04/2015 22:10

I do hope they give you something. Even if you had taken out insurance they may not have covered it as it was a pre existing condition, or cost you much more to insure. I can understand you feel awful. You can only appeal to their better nature

munchkin2902 · 23/04/2015 22:13

You may not have got insurance anyway considering you would have had to declare your health issues - I'm not sure if that makes you feel any better ... I hope they see this thread and help you out.

honeyroar · 23/04/2015 22:31

I think that Dear Mr .... Reads more politely too.

Good luck, I hope that you get it changed, but if not, could you not postpone the operation and wait for a cancellation, while immobilising the shoulder by wearing a sling again in the meantime? I have had a few shoulder ops (also caused by my horse falling on me! Dangerous things these equines!) and the surgeon chopped and changed dates a few times, and offered me cancellation dates a couple of times.

VelvetRose · 23/04/2015 22:34

I really, really hope they come good OP, you and your family so deserve a break both figuratively and literally! I'm so sorry you have had such a terrible few months.

I think anyone would be more than a little "woe is me" in your situation!

cestlavielife · 23/04/2015 22:58

Include a copy of the xray pic and photos of you in hospital bed post accident and now.

Catsize · 23/04/2015 23:05

Definitely don't include photos! I totally agree it should be 'Dear Mr Dalby' and there is a missing ' from its.

chairmeoh · 23/04/2015 23:09

I would change the sentence about customer service to something like

'I called customer service to ask if I could change the date of my booking, but unfortunately thru were unable to help as we hadn't taken insurance cover.'

It is factual and doesn't make it soundvas though you are complaining about his dept.

Littlefluffyclouds81 · 23/04/2015 23:14

What arseholes they are.

Can't you just say all 4 of your dc have come down with chickenpox? Seems to have worked for PPs!

Superexcited · 24/04/2015 07:04

The pre-existing condition exclusions are not the same for CP breaks as they are for foreign holiday insurance. There are much less exclusions due to us having the NHS and no need for costly medical treatment if it becomes necessary. It is likely that OP would have been covered if she had taken insurance. I have been to CP many times with a child who has several pre existing medical conditions and they have always been covered (I have checked). CP cancellation insurance even covers things like a hone emergency or break in at home preventing you from travelling. I think you can upgrade it to combined insurance for an extra £9 to cover your belongings whilst at CP, essential if you are taking expensive bikes.

Justusemyname · 24/04/2015 07:08

i hope you are able to change the date. All very well saying should have had insurance but centre parcs could change it if they wanted too.

Justusemyname · 24/04/2015 07:12

Make sure you proof read that email, don't cut and paste. I spotted at leat one mistake and I would not be using his first name. I would take out the bit about using the inheritance in vain. Doesn't sound genuine, over egging the pudding.

Justusemyname · 24/04/2015 07:13

Ah, second page Blush.

BeeInYourBonnet · 24/04/2015 07:16

IME the OP would have had to pay such a huge insurance premium for such serious pre-existing conditions, it probably wouldn't be worth it.
My DM has a chronic health condition, and never goes abroad anymore as the insurance is normally almost as much as the holiday. She has had to cancel so many UK holidays due to operations, hospital appts etc, its a total gamble. Its really shit.

I too would throw myself in the mercy of CP, but I also work in a customer facing role and there IS a lost opportunity cost for cancelling and even transferring bookings so you may get nowhere. I have found FB good for complaints.

soapboxqueen · 24/04/2015 07:35

I know it's not of much use to the op now and I hope she gets her holiday moved, but I think she would have been covered by cp cancellation insurance. Just took a quick gander and as long as she was fit when she booked and took out the insurance they would have honoured it. At most if this surgery was linked to an earlier injury but was not foreseen she could have given them a letter from her consultant to say she was fit at the time of booking.

I only mention because it seems to be part of the discussion.

prh47bridge · 24/04/2015 07:48

They have lodges available for when we are trying to cancel

I'm not clear why you think that is relevant. You had a lodge booked for Monday. They will not be able to re-let that lodge at short notice. If all lodges were full they might have a waiting list and be able to pass your booking on to someone else but that is unlikely at this short notice. Since they already have vacancies it is clear there is no way they could recover the money from your booking so they will lose money, even if they transfer your booking to another date. I'm afraid they are not being churlish or unreasonable.

You are hoping for a goodwill gesture from them. I hope they decide to help you. You've had a hard time of it and it would be a nice gesture.

TheRealAmandaClarke · 24/04/2015 07:55

How's the rewrite coming on OP?
What does your Oh say?
Agree with chairmeoh
And definitely use "Dear Mr Dalby"

Catsize · 24/04/2015 07:59

Just as an idea, does anyone want to pay OP for her lodge on Monday?

GoneGirlGone · 24/04/2015 08:02

You must double-check that before sending. Is Mr Dalby likely to know what 'dc' revers to?

Yarp · 24/04/2015 08:04

Which CP is it?

TheRealAmandaClarke · 24/04/2015 08:05

Good point gonegirl i missed that one.

Yarp · 24/04/2015 08:06

I would not use his first name either.

dixiechick1975 · 24/04/2015 08:06

Rather than loose the money could everyone except you go? I know this isn't great but better than losing the lot. I have a serious health condition and was supposed to have an op in April entailing a 3 week hospital stay in London. Dh and dd were going to go on a prebooked hol whilst I was in hospital. As it turned out I was cancelled at short notice and am on the holiday with them. Don't cancel hol if you can't get it moved in case nhs cancel you. Knowing what insurers are like I doubt they would have paid out anyway as you were not healthy when you booked- they usually have tests like are you under the care of a hospital consultant.

ThatIsNachoCheese · 24/04/2015 08:15

Definitely Dear Mr Dalby
and an introduction line before you go into the details of your accident.
I would also email it to customer services with FAO MR DALBY URGENT as well and ask them to ensure he gets the email. They can then inform you if he's on leave etc and who else you could contact. It may also make Customer Services think "oh shit, she's going to the boss, maybe we SHOULD change the date!"

I wish you lots of luck. I think it sucks that huge companies like this treat their customers like this. Insurance or no insurance, these are people so have a heart. Them being so unhelpful would seriously put me off going there. Good luck op.