Family leave ‘filthy’ Pontins with mould and ‘stained mattress’ – like ‘prison’

A disgusted family abandoned their week-long Pontins holiday which they claim felt '"like prison".

Dad Andrew Hansell hated the accommodation so much that after driving from Scotland to get there, he spent another seven hours behind the wheel just 24 hours later.

Before calling quits on their stay at Prestatyn Sands in Wales, the family gave a second cabin a go, only for that one to be caked in mould, he claims.

Exhausted from their trip down from Scotland, the family of five endured a "terrible night's sleep" before packing up and heading home first thing in the morning.

Andrew claims he has since spent the last three weeks trying to claim a refund of £686, but has been met with nothing but silence.

"It was just shocking," the disgruntled dad told The Mirror.

Andrew's first impression upon arriving at the North Wales Pontins was that the accommodation blocks looked "more like a prison than a holiday camp", with litter strewn through the grassy areas that ran through the ageing blocks.

He then entered the family's allocated cabin.

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"We were greeted by a deep and ingrained stench of cigarette smoke," Andrew said.

"As non-smokers this was completely unacceptable. Upon further inspection the apartment was absolutely filthy with ingrained dirt, stained mattresses, an unhygienic bathroom and foodstuffs littered throughout the apartment.

"The apartment was extremely dated with worn out furniture and beds that had clearly been in-situ for many years."

The family trooped back to reception and asked for another room, which they eventually got after talking to four different people and threatening to leave.

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This one proved no better, the family say.

"Upon entering the second apartment there was an immediate stench of damp, which we reported to accommodation services immediately," Andrew said.

"The apartment was also extremely dirty, and once again all furniture, beds and mattresses were extremely dated.

"There was mould on some of the walls and the floors were uneven like they had subsided."

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On their insistence, a cleaner came and went to work on the cabin, but soon the damp stench overpowered the smell of bleach, Andrew claimed.

In a bid to make the best of a bad situation the Hansells headed out to the shops and bought £40 worth of clean products to try and whip the chalet into shape.

No amount of elbow grease or soapy lather would have been enough to convince them to stay, however.

The following morning they checked out and headed home to Fleet, Hampshire.

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Andrew said: "Pontins had an obligation to provide us with hygienic, habitable accommodation of a reasonable standard, which it failed to achieve with three attempts, and as a result we had no option but to depart."

More than three weeks on, he is still waiting for a response to his complaint and refund request.

The Daily Star has approached Pontins for comment.

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