Our family (2 adults 2 children) were booked in to stay at St Ives Holiday Village for 7 nights and had an appalling experience. We were given a disability chalet which we did not book which was filthy with mould all over the bathroom and even mouldy mattresses!! After complaining and being told we booked a “budget chalet so what do we expect” in front of other customers queuing at reception (very embarrassing after spending almost £1000) we were given a supposed upgrade to a “gold” chalet… however this was no better as we found another mouldy mattresses, missing handles from windows, missing lock on the bathroom door, mould in the shower, hair stuck to the bathroom walls, broken soap tray in shower with sharp edges and a general smell of damp throughout. The reception insisted both chalets had been cleaned prior to us arriving and this highlights to poor standards of the park.After complaining again we were repeatedly “fobbed off” by the management and reception team. I asked them to personally come and view the chalet in person to see for themselves even though I had shown them the pictures I had taken but they refused.As we booked through Hoseasons I emailed them pictures and asked them to get involved. After 3 nights we were only offered a refund for the remaining nights we hadn’t used as long as we left the holiday park! This was disgusting behaviour and it completely ruined our holiday which we had driven over 7 hours from North Lincolnshire to get to! The site changed the mouldy mattress and re-siliconed an area in the shower and said they had fixed the problems so didn’t need to offer anything else which we thought was shocking behaviour!After leaving we had to very quickly try and find somewhere else to go to so we could finish our holiday. We found a Haven site 20 minutes away and was relived to see a clean static to stay in for the remaining days of our holiday.Do not stay at this site! The management team show no empathy and are uninterested in really helping. After speaking to the maintenance team it was even admitted that there were many problems with the holiday park!
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