Pontins guests find dirty underwear and poo-stained sheets at Prestatyn Sands

A family were so horrified when they discovered ‘dirty underwear and poo-stained sheets’ in their holiday chalet that they left the next morning – and they are now demanding a refund.

Coach driver Peter Ashman, 42, paid £249 for the trip for himself, his girlfriend Kimberley Bevin, 39 and her child Leland, 13, and his 11-year-old brother Alex.

The dad claimed poo-stained sheets were found under a staircase and a pair of dirty women’s underwear were discovered under a bed.

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Other issues at the Prestatyn Sands Holiday Park, in North Wales, included ‘sticky carpet at the clubroom’ and ‘no cutlery or bowls’ in his self-catering apartment.

After management were unable to find a new room, he checked his family out the next morning and booked into a nearby campsite.

He told BlackCountryLive : “The place is vile, where is the money spent ? You would think to yourself that a big place like Pontins would have higher standards because of Covid but they did not seem to care.”



A pair of dirty women’s underwear was found in the chalet

The family’s nightmare began on August 20, when they planned to stay three nights and four days at the holiday park near Rhyl.

Mr Ashman said: “We were supposed to be in Benidorm for two weeks but because of Covid and the traffic light system, we couldn’t go.

“We needed a break, a change of scenery so we looked at Pontins. We paid £249 for the chalet, the food being extra.

“I had read reviews and some people were saying how nice it was and they hadn’t had a problem and then the others said it was horrible but I’m open-minded and would give it the benefit of the doubt.

“We go camping so we knew what it would be like. We got there at 11.30am and we could not check-in until 4pm. We decided to look at the complex and went into the clubroom and basically you had to wipe your feet on the way out.



Pontins guests find dirty underwear and poo-stained sheets at Prestatyn Sands
Poo-stained sheets dumped under stairs

“The stench was rancid. It was dated, filthy, things were sticking to the carpet.”

Mr Ashman and his family went to Rhyl town centre to kill time before returning to check-in.

“We had to drive to the other side of the complex to get to our chalet,” he said.

“The staircase wasn’t safe, it was slippery, all the handrails were falling apart with rust. The outside of the chalet was filthy like it had never been cleaned.

“Because of Covid, my girlfriend had brought wipes to wipe the surfaces and they came up black.

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“The sofa bed was torn and filthy. I suffer from a bad back and I couldn’t sleep on the sofa or bed because it was uncomfortable.

“The neighbour told us that they had gone out and purchased an inflatable mattress.

“When we were wiping under the bed, there was a pair of dirty women’s underwear which showed that the cleaner had not been cleaning under the bed.

“I put the underwear into a carrier bag which I later showed to the manager.”



Pontins guests find dirty underwear and poo-stained sheets at Prestatyn Sands
The filthy chalet

Their woes continued with a kettle which was not working, no bowls or cutlery and poo-stained sheets under the outdoor stairs.

Within four hours, the worn-out family were discussing returning home or finding alternative accommodation but the local Travelodge and Premier Inn were full.

He said: “I went down to reception and explained to the manager and they gave me a guests solution form which was a complaints form.

“He did not offer me another room. We gave them a chance to rectify it but they said there was nothing they could do because they were fully booked and to take it up with their complaints department.”

The family left without a refund and checked into a campsite for two nights but had to pay for three at a cost of £395.

Mr Ashman is chasing up a refund and informed trading standards.

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