Park Resorts, Thorness Bay

Arrived at Thorness Bay, was told they didn’t have my booking as I booked via a Sun Holiday. Then was directed to the caravan via a map and couldn’t find it to then find out it’s a chalet which was tiny. Went back to complain as it was too small for our needs. Had to pay to upgrade to a caravan. Arrived in the caravan and it was filthy cobwebs all over. Couldn’t park anywhere near the caravan. Fish shop was shut the whole time and it’s in the middle of no where. Wouldn’t recommend and staff weren’t friendly only the children’s entertainers

Upon checking in on the evening, we were immediately met with a multitude of serious issues:

No gas

No hot water

No kettle

Bad smell, mould and thick layer of dust beside fridge/freezer/units

Stains inside freezer

Ants crawling around fridge/cupboards

Ants crawling through living area and onto our children

Dirty shower

Dirty toilet seat

Spiders and webs in vast majority of corners

Dust on window sills and around kick boards, indicating further lack of proper cleaning

Dead insects on window sills

Shabby/torn/damaged furniture and curtains

Hair in beds/dirty bedding

Gap at top of door, therefore continuous draft

Bathroom sink emptying onto the bathroom floor rather than draining away

We immediately reported the lack of gas/hot water and were told a maintenance man would come straight away, especially given that we have young children. Nobody came.

First thing the following morning we made a full report at the reception desk. They said they would send somebody to sort the issues out, which we found wholly unacceptable - the caravan was an utter and complete health hazard. We were informed that there were no alternative options as they were fully booked; it was only when we presented staff with photos and videos of how disgusting the caravan was that we felt we were taken seriously, and they agreed to provide a refund.

Over two weeks later, the refund had not arrived. When we followed this up, we were told that they tried to authorise it but there was an issue with our bank details. This seems highly improbable given the details had not changed from booking and payment; and even if so, the least they could have done was alert us to the issue rather than trying to take our money and run.

Absolutely ridiculous - avoid at all costs.

Entertainment Parkdean Resorts (formerly Park Resorts)

: Holiday Not what we paid for.

Parkdean Resorts (formerly Park Resorts) / Holiday Not what we paid for.

Thorness Bay Isle of wight UK, United Kingdom.

Well what can I say about Thorness bay apart from this STAY WELL CLEAR OF THIS HOLIDAY PARK AND COMPANY.

We stayed in Caravan 43 in solent Village. They stayed this was a GOLD Caravan.

We the outside and I side doesn't show it to be GOLD. (Judge for yourself).

I wouldn't recommend eating in the bar unless you have a big wallet and are prepared for poor quality of food. Their food comes from 3663 and is ALL Frozen. Not fresh at all. We had a full refund on the food and didn't eat the food.

the so called chip shop serves frozen chips and frozen fish but they don't do anything else that you would expect to see if a chip shop. This is not worth the money. £2.70 for a small cone of chips.

We checked in online the 13th July 2019 and made an official complaint on the 14th July 2019 to Guest Management.

Our complaint was heard and listened to by sitems management but was not forth coming when we needed things sorted or wanted them to be sorted prior to our arrival and Early Check in which we paid for as an extra for a fee of £25.00

The complaint for this company is now ongoing with their Head office and the IOW Torness Bay Holiday park.

We have been offered a small fee of £60 refund of which we feel this is an insult to what we paid to have the holiday given the inconvience that our family had to endure during our stay.

The Caravan was meant to be GOLD, well this is what they say, but I would hate to see what their basic holiday homes are like.

We have had broken dining table chairs, dirty floors and cupboards. Dirty doors and radiators. Broken lights which are still awaiting repair.

We have now forwarded our complaint to Head office and Traiding Standards and Environmental Health as our complaint did not just involve the hygiene of the Caravan but also the park and the pricing structure as the home we had is not that of a gold standard. But they wete also selling the same holiday for this same week at a reduced price to what we booked and paid for in January of 2019.

I guess its each to their own on standards of a holiday, but in our opinion the pictures don't show that of a GOLD standard holiday home.

I will upload our videos and 275 pictures showing the mess of the park and the holidays homes they rent out.

We had a cleaner come back to our caravan to conduct a Deep Clean, they have not completed their offer as the Caravan is still dirty in places and areas have still not been cleaned when we was told they would be.

A Deep Clean includes everything on the Caravan inside and out. And this has still not been done.

Be prepared to clean your caravan when you go to this place. The cleaners don't know what cleaning is or looks like.

Everyone be warned!!!

Family's please also watch our for the speeding little 4x4 quads they use and the old vans hey have around.

the speed limit is 10mph but they have total disregard for the rules of the site.

This was also reported to the site management.

. After check in @ 1pm reported 2 broken chairs within the holiday home - maintenance attended after 1hr - 1.5hrs and fixed them with screws

· The cleanliness within the accommodation was not satisfactory - eg, exterior dirty, moss around the outside and the roof contains grass. The bathroom was not clean, mirrors had smears/fingerprints - glasses in the kitchen are dirty - Food still in the plughole. Long hairs on the carpet picked up by guests daughter. Curtains not staying up well.

· Site looks worn

· Buggies driven very fast around park exceeding the 10mph speed limit, by staff

· Leak under kitchen sink and shower tray not draining properly

· Complex given wrong information on where the cashpoint was resulting in guest having to go to the shop only to find the cashpoint was in the complex

· Cash point claims it charges £1.75 per transaction when it actually charges £1.85

· Was advised by Central office that we had an outdoor pool, we do not

· Pool not big enough for site, tiles mismatched and grout dirty

Caravan was basic but clean as was bedding. Gas fire not working. Took 2 days for someone to come and fix. Well. It lit but not much heat. Someone allowed their dog to defecate on the road where anyone could have trodden on it. No proper attempt seemed to have been made to clear it up in the four days we were there, even though I reported it to the lady in the shop. The entertainment was average but the staff did there best. Great for children I think. Good food in the restaurant.

As Thorness Bay is on a hillside, it may not be best for someone with a mobility problem. This is not a complaint. Just an observation as most of the holiday parks seem to be situated this way on the Isle of Wight.

Just come back from Parkdean in Thorness Bay. The service in the restaurant was very slow, it took ages for food to arrive and on more than one occasion was cold when it did and was sent back. After the first few times had food elsewhere. Disappointing.

Thorness bay

This site is in the middle of no where, the only way to travel around the island is to get a taxi to the nearest town in Newport which is £10 each way, we were never told there was no bus stops close by or we would never of stayed at this site

the site is in much need of updating

we got to our chalet and it was drab and needed a good going over

we kept getting spiders inside, which has left one of our guests various bites on the body

don't expect accommodation to have cleaning whilst you stay, no towels, no toilet paper

our holiday was in two parts, so when we had to check out at 10am and with no car we asked if we could leave our luggage,no luggage hold but this one receptionist told us to just leave it round the corner and to make sure we are back by 7pm before they closed we came back for 6.30 they was shut up we banged on the door and thankfully someone was there to let us in,I said we was told to come back before 7pm, the time on the door said 6pm as we we later saw ,so find out for yourself in case your told different

entertainment was poor and the complex was worse, I had to take a glass back with lipstick all over it

needs updating, cleaning, better entertainment and more knowledge from your staff

as you can guess we won't come to this park again but will visit isle of Wight because it's beautiful unlike this park

We first arrived to a dirty caravan, which was damp with black mould on the curtains shower and even light shades, and excriment on the back of the toilet cirstern how it got there i can, t imagine, also rats running around in broad day light where kids had been playing, the there was shouting in the night that somebodys car was being stolen and that they was being strangled god what a stressful holiday, the site has seriously gone down hill in the last few years id be worried about going back again, i had lots of park dean holidays over the years this is my 3rd of 4 this year, and many are great but this is a no no for me

My family and I enjoyed our first season at Thorness Bay. The entertainment was good and the facilities were average. However, the children do enjoy themselves.

Lately, I have asked myself: just what we are getting for about £6500 + a year? I was fully aware of the running costs when I bought the caravan, but I did not consider/budget for these ever, annual escalating costs.

(Now it costs about £130.00 per week) to run, and it's alright to say that that the site is open for twelve months of the year; whilst you can gain access to the site twelve months of the year, but it's a ghost town from November to March. Everything closes, with the exception of a skeleton staff manning reception.

I was saddened when informed that the pitch fee had been increased by another £423 and I would expect that the Council will increase their charges in the Spring next year. Electric, gas, oh dear!

Then to top it all the caravan needs winterisation, another £500 a year.

A new system for the distribution of the 'PASSES'. Last season I was given as many passes that I needed for my family and friends - Regretfully, I am allowed (8) eight passes per season.

Having (6) Six children, (24) twenty-four grandchildren and (16) great grandchildren, this new ruling regarding 'passes' will surely 'escalate'. costs even more.

All these escalating costs will certainly make me consider my options for the 2018 season. Knowing what the situation is now, I do not think I would have taken on this commitment; a case of being wise after the event I feel. Time will tell

Sincerely

Arrived fri 7th June 2013 with large party one person disabled. Supposed to have 4 caravans together,3 were together one with disabled person farthest from shop and club. Caravan inside and surrounding area was filthy and absolutely disgusting had paid for bedding and there was none delivered had to go without any sheets first night. Mattress mouldy and blood stained Staff totally not interested, cleaners non existant

caravan was dirty and the mattress had mildew on it.it was not disable friendly as advertised.you could not get a wheelchair down to the beach.the shop closed at 5.45 pm.and not even stocked for things needed.

The staff were not friendly and you were not made welcome with a smile or a hello,i complained about the steps up to the receiption and got told there were signs on the board, we did not see the sign as it was not prominent enough it should have been in larger writing.what you are not told is it is out in the sticks and the nearest petrol station is 4 miles away at sainsburys.