Everything was atrocious from booking process to the holiday itself. In short… • The booking process is awful. • The park had basically no food from the menu available, so we had to eat off site every day. • The staff we’re rude and unhelpful. • I have complained officially and have been told that you literally couldn’t care less (I have the emails to prove it… should you want to read them). • I also complained to the manager on site who advised she would 100% follow this up and stay in touch… she has not. Not even a single reply to any of my emails. You are absolute disgrace. If you are at all interested (and at this point it could not be clearer that you indeed are not) the initial complaint is detailed below. I booked a weekend away for my partner, myself and our 2 children at your California Cliffs park in Norfolk. We booked and paid in full and consequently I received 10 confirmation emails Each one of these had a the same reference number however each one also stated we had an outstanding balance and I needed to log into my account to make any amendments. I attempted to log in but it said an error had occurred, so I assume it was because I had only just made the booking so maybe the landing page had not yet fully been rendered. In any case, I left it 24 hours and tried to log in again only to have the same error. This was when I decided to call you AND this is where my complaint really beings. I was sent around in circles on your phone line (both the one on the confirmation email and the one that displays on the error AND the one on your actual website) only to land at the same answer every time. I need to log in and use your live chat. Impossible if I cannot log in right? on a side note... your record voice mail states "We are OBSESSED with improving our customer experience". That in itself is, at this point, an insult. I finally called your sales line with the thinking that whilst you may not be interested in speaking to existing customers, you at least would be keen to speak to new customers looking to spend some money... would you believe it, I was correct. The guy on the phone quickly explained to me that the reason I could not log on was because I had cancelled the booking! I ABSOLUTLEY HAD NOT and explained this. To which he then explained that you are having multiple system issues including but limited to; • payments being stuck, then rejecting causing system generated cancellations. • holiday dates being moved. • multiple payments being taken. It turns out the first had happened to me. Your system failed and my booking was then cancelled WITH NO NOTIFICATION. Remember, at this point I have 10 confirmation emails and not a single mention of a cancellation. The guy on the phone then said I could re-book the holiday and as I have promised my children this little break, I have no option to comply. So now I am £359 down in terms of the holiday I have had to book twice (At the time of writing this, I have been refunded for the first payment). I asked the guy on the phone there was anything he could offer in terms of compensation for the inconvenience to which, after checking with a manager, he said no "because you are not the only customer this has happened to" meaning that this is not a one off and that it is a known issue. I then asked for conformation of the cancelled holiday, so I had that to hand for when the money inevitably does not get refunded. That email really got me because it states that YOU CANCELLED THE HOLIDAY BECAUSE WE FAILED TO MAKE PAYMENTS AFTER YOU HAD TRIED CONTACTING US MULTIPLE TIMES! Like it’s my fault, like I have failed to pay you. I want to summarise here because I know that I have gone into a fair bit of detail. • I booked a holiday and paid in full. • your system errored and cancelled the booking but failed to let me know this and instead confirmed the booking 10 times. • I have had to rebook at further expense. • I have been made out to be a "bad payer" by your systems cancellation process. One final point and this is a big one. If I had turned up on the day, bags packed with a car full excited kids and you had told me ONLY AT THAT point the booking had been cancelled, the level of complaint I would be making would be much, much greater than it is today. There is a legal requirement for you manage these processes and have sufficient processes in place to protect your customers integrity and trust. It’s also VERY IMPORTANT to note that if you have provided compensation to even one customer because of this error (which we established earlier has been happening to other customers) then legally you will be required to at least have a process for compensating every other customer effected. You are not required to divulge this by you are required to act upon it when it is questioned. That is the LAW.