Fuming mom shares Pontin's reaction after 'disgusting' stay in dirty smelly room

A mother revealed a reply from Pontins after writing a letter complaining about her "disgusting" stay.

Maxine Hannah, 44, lives with her husband, girlfriend Mark Malvern, 43, their son, 13, and his friend, on a low-budget Booked her 3-night getaway to Holiday Camp.

She felt that her family deserved some rest after her brother-in-law died, but when they arrived, she was in a room filled with terror. She claimed to have found

Maxine said she had iron burns on the floor, seagull droppings on the windows and crumbs all over the kitchen.

Mom looked around for a moment and took a picture of her, then she went straight to the reception at the Pontins Her Prestatins Her Holidays Park to complain.

"As soon as I walked in, it smelled bad," she told Liverpool Echo

. Ironing board, oven full of crumbs, dirty toothbrush in boiler

"It was 9:00 pm and no one had come. The reception was closed."

Maxine, from Hailwood, Merseyside, was not comfortable eating in her room after arriving in Prestatyn on 5 August.

She also said that her son had noticed that she was uneasy in the room and began to get upset. .

The family decided to leave the holiday park a day early after being offered a clean room or brand new apartment.

Maxine said: ``I didn't want to go back to my room. It got worse. I went back to reception on Sunday and told them I was leaving early.”

Pontins filled out a "Guest Solutions Form" for Maxine upon leaving and provided a written explanation of the problem in the room and the solution the company attempted.

Maxine said: "They said they would come in and clean it or get me a new one, but I was fed up and wanted to go home. I complained to them. but I haven't heard anything...that's disgusting and I want them to apologize."

Pontance later contacted Maxine directly and apologized for the issue.

The full text of the letter follows: Recent stay at Prestatin Sands Holiday Park.

"We understand that basic cleanliness standards cannot be compromised and that all units must be fully prepared before guests arrive."

''The Guest Solutions Department is here to respond to guests after their arrival.To address and acknowledge any concerns or issues they wish to raise.

"We also record all areas or concerns raised in a detailed report. This report is submitted weekly to the Director for review. This allows senior management to: Any areas of recurrence or concern can be addressed.

"We hope that this experience will not deter you from returning. This is our normal service and standards. We are confident that we will be able to regain your trust if you keep coming back.

"Our review indicates that certain aspects of your visit It is clear that you were dissatisfied, which is why we want to offer you a future 30% discount, such as a pamphlet-like price break.

"Within 28 days of this bona fide offer Please reply confirming acceptance, which will then expire once confirmed, and may be redeemed within 14 months."

Maxine returns to Pontins,