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Tom W
Serious Safety and Accommodation Failures at Center Parcs Elveden Forest – Unacceptable Standard of Service
Center Parcs的点评
点评：Serious Safety and Accommodation Failures at Center Parcs Elveden Forest – Unacceptable Standard of Service
Rating: 1/5
Date of stay: January 2025
I am writing to formally report a deeply distressing and alarming experience at Center Parcs Elveden Forest from 20th to 24th January 2025. The series of safety failures, uninhabitable accommodation conditions, and wholly inadequate customer service provided by the company throughout our stay has left us profoundly dissatisfied. Not only did these issues affect our experience during the holiday, but they also raised significant concerns regarding the company’s failure to meet the basic safety and contractual obligations owed to its guests.
Safety Failures:
The most serious and concerning issue we encountered was the failure of the stairgate in our lodge, which was intended to ensure the safety of young children. The stairgate malfunctioned and gave way, resulting in my one-year-old child falling down the stairs. This failure could have resulted in serious injury or worse, and it is deeply troubling that Center Parcs did not take immediate responsibility for the defect, nor did it make any significant attempt to remedy the situation when the matter was reported. Despite the grave nature of this safety failure, our complaint was met with a dismissive response, and no corrective action was taken during the course of our stay. Given the severity of the incident, I consider Center Parcs’ failure to act on this issue a clear violation of its duty of care to its guests, which is outlined in the company’s own terms and conditions.
Accommodation Defects:
The villa provided to us was not only in a state of severe disrepair but also presented numerous health and safety risks, including:
• Peeling paint on the walls and doors.
• Mouldy silicone in both the kitchen and bathroom areas.
• A toilet that constantly ran, causing an unpleasant and unsanitary smell.
• A malfunctioning steam room that triggered fire alarms repeatedly, which caused distress and alarm to our children, one of whom suffers from additional needs.
Furthermore, after we were initially moved to another lodge, we were later returned to the same villa with the assurance that the issues would be fixed post-visit. However, this was not the case, and it remains clear that these issues were known to Center Parcs prior to our arrival and were not properly addressed. This constitutes a breach of contract, as the accommodation provided did not meet the minimum standards promised by the company, nor did it fulfill the expectations set forth at the time of booking.
Customer Service Failures:
The lack of adequate response to our complaints was exacerbated by the appalling customer service we received. The staff were unhelpful, dismissive, and showed no sense of urgency in addressing the serious issues we raised. When we reported the stairgate failure, we were told that the matter would be “noted and fixed,” yet nothing was done to rectify the safety issue. The response to the hot tub problems was similarly delayed, and we were ignored on multiple occasions when seeking assistance. We were met with slow responses and unprofessional conduct, further compounding the distress caused by the unsafe accommodation and faulty amenities.
This lack of care and inadequate service raises significant questions about Center Parcs’ commitment to its customers, and their failure to uphold their duty of care is not only disappointing but potentially actionable under consumer protection law.
Legal Considerations and Breach of Contract:
Given the serious nature of the issues we experienced, I would like to remind Center Parcs that under consumer protection law, specifically the Consumer Rights Act 2015, services must be provided with reasonable care and skill and as described. The failure to provide a safe environment for guests, maintain the accommodation in a fit condition, and respond adequately to complaints is a clear violation of these rights. Furthermore, I reserve the right to pursue this matter through legal channels, including Small Claims Court, should an adequate resolution not be reached.
Despite Center Parcs’ offer of a £250 discount, this amount is wholly inadequate considering the extent of the safety breaches and the significant distress caused. We are currently seeking full resolution, including a full refund for the accommodation, in light of the fact that the services provided were not in line with what was contracted and expected.
Conclusion:
In conclusion, our stay at Center Parcs Elveden Forest was not only deeply disappointing but also potentially hazardous due to the safety issues and defective accommodation we encountered. The complete lack of action from the company to resolve these matters, coupled with unprofessional customer service, has resulted in significant distress for my family.
Given the nature of the issues raised and the fact that they constitute material breaches of both contractual obligations and consumer protection law, we have no choice but to pursue this matter through legal avenues if a satisfactory resolution is not offered.
.
Rating: 1/5
Date of stay: January 2025
I am writing to formally report a deeply distressing and alarming experience at Center Parcs Elveden Forest from 20th to 24th January 2025. The series of safety failures, uninhabitable accommodation conditions, and wholly inadequate customer service provided by the company throughout our stay has left us profoundly dissatisfied. Not only did these issues affect our experience during the holiday, but they also raised significant concerns regarding the company’s failure to meet the basic safety and contractual obligations owed to its guests.
Safety Failures:
The most serious and concerning issue we encountered was the failure of the stairgate in our lodge, which was intended to ensure the safety of young children. The stairgate malfunctioned and gave way, resulting in my one-year-old child falling down the stairs. This failure could have resulted in serious injury or worse, and it is deeply troubling that Center Parcs did not take immediate responsibility for the defect, nor did it make any significant attempt to remedy the situation when the matter was reported. Despite the grave nature of this safety failure, our complaint was met with a dismissive response, and no corrective action was taken during the course of our stay. Given the severity of the incident, I consider Center Parcs’ failure to act on this issue a clear violation of its duty of care to its guests, which is outlined in the company’s own terms and conditions.
Accommodation Defects:
The villa provided to us was not only in a state of severe disrepair but also presented numerous health and safety risks, including:
• Peeling paint on the walls and doors.
• Mouldy silicone in both the kitchen and bathroom areas.
• A toilet that constantly ran, causing an unpleasant and unsanitary smell.
• A malfunctioning steam room that triggered fire alarms repeatedly, which caused distress and alarm to our children, one of whom suffers from additional needs.
Furthermore, after we were initially moved to another lodge, we were later returned to the same villa with the assurance that the issues would be fixed post-visit. However, this was not the case, and it remains clear that these issues were known to Center Parcs prior to our arrival and were not properly addressed. This constitutes a breach of contract, as the accommodation provided did not meet the minimum standards promised by the company, nor did it fulfill the expectations set forth at the time of booking.
Customer Service Failures:
The lack of adequate response to our complaints was exacerbated by the appalling customer service we received. The staff were unhelpful, dismissive, and showed no sense of urgency in addressing the serious issues we raised. When we reported the stairgate failure, we were told that the matter would be “noted and fixed,” yet nothing was done to rectify the safety issue. The response to the hot tub problems was similarly delayed, and we were ignored on multiple occasions when seeking assistance. We were met with slow responses and unprofessional conduct, further compounding the distress caused by the unsafe accommodation and faulty amenities.
This lack of care and inadequate service raises significant questions about Center Parcs’ commitment to its customers, and their failure to uphold their duty of care is not only disappointing but potentially actionable under consumer protection law.
Legal Considerations and Breach of Contract:
Given the serious nature of the issues we experienced, I would like to remind Center Parcs that under consumer protection law, specifically the Consumer Rights Act 2015, services must be provided with reasonable care and skill and as described. The failure to provide a safe environment for guests, maintain the accommodation in a fit condition, and respond adequately to complaints is a clear violation of these rights. Furthermore, I reserve the right to pursue this matter through legal channels, including Small Claims Court, should an adequate resolution not be reached.
Despite Center Parcs’ offer of a £250 discount, this amount is wholly inadequate considering the extent of the safety breaches and the significant distress caused. We are currently seeking full resolution, including a full refund for the accommodation, in light of the fact that the services provided were not in line with what was contracted and expected.
Conclusion:
In conclusion, our stay at Center Parcs Elveden Forest was not only deeply disappointing but also potentially hazardous due to the safety issues and defective accommodation we encountered. The complete lack of action from the company to resolve these matters, coupled with unprofessional customer service, has resulted in significant distress for my family.
Given the nature of the issues raised and the fact that they constitute material breaches of both contractual obligations and consumer protection law, we have no choice but to pursue this matter through legal avenues if a satisfactory resolution is not offered.
.
翻译：Center Parcs Elveden Forest 的严重安全和住宿问题——服务标准不可接受
评分：1/5
入住日期：2025 年 1 月
我写信正式报告 2025 年 1 月 20 日至 24 日在 Center Parcs Elveden Forest 的一次令人深感痛苦和震惊的经历。在我们入住期间，公司提供的一系列安全故障、不适合居住的住宿条件和完全不充分的客户服务让我们深感不满。这些问题不仅影响了我们在假期的体验，而且还引起了人们对公司未能履行对客人的基本安全和合同义务的严重担忧。
安全故障：
我们遇到的最严重和最令人担忧的问题是我们的小屋的楼梯门出现故障，这是为了确保幼儿的安全。楼梯门发生故障并倒塌，导致我一岁的孩子从楼梯上摔了下来。这种故障可能会导致严重伤害甚至更糟的情况，令人深感不安的是，Center Parcs 没有立即对这一缺陷承担责任，也没有在报告此事时做出任何重大努力来补救这种情况。尽管这一安全故障性质严重，但我们的投诉却遭到了冷淡的回应，在我们入住期间也没有采取任何纠正措施。鉴于事件的严重性，我认为 Center Parcs 未能就此问题采取行动，明显违反了其对客人的照顾义务，这在公司自己的条款和条件中有所概述。
住宿缺陷：
提供给我们的别墅不仅处于严重失修状态，而且还存在许多健康和安全风险，包括：
• 墙壁和门上的油漆剥落。
• 厨房和浴室区域都有发霉的硅胶。
• 马桶不停地冲水，发出难闻和不卫生的气味。
• 蒸汽房出现故障，反复触发火灾警报，给我们的孩子带来了痛苦和恐慌，其中一个孩子有其他需要。
此外，在我们最初被转移到另一家旅馆后，我们后来又回到了同一栋别墅，并保证在入住后会修复这些问题。然而，事实并非如此，很明显，在我们到达之前 Center Parcs 就已经知道这些问题，但没有得到妥善解决。这构成了违约，因为提供的住宿不符合公司承诺的最低标准，也没有满足预订时提出的期望。
客户服务失误：
我们收到的糟糕客户服务加剧了对我们的投诉缺乏充分回应的情况。工作人员没有提供帮助，置之不理，在解决我们提出的严重问题时没有表现出紧迫感。当我们报告楼梯门故障时，我们被告知会“记录并修复”此事，但没有采取任何措施来纠正安全问题。同样，热水浴缸问题的响应也延迟了，我们寻求帮助时多次被忽视。我们得到的回应很慢，行为也不专业，进一步加剧了不安全的住宿和有缺陷的设施造成的困扰。
这种缺乏关怀和不充分的服务引发了人们对 Center Parcs 对客户的承诺的重大质疑，他们未能履行关怀义务不仅令人失望，而且根据消费者保护法可能会被起诉。
法律考虑和违约：
鉴于我们遇到的问题的严重性，我想提醒 Center Parcs，根据消费者保护法，特别是《2015 年消费者权利法案》，服务必须以合理的关怀和技能提供，并符合描述。未能为客人提供安全的环境、未能保持住宿条件良好以及未能充分回应投诉，明显侵犯了这些权利。此外，如果无法达成充分的解决方案，我保留通过法律渠道（包括小额索赔法庭）追究此事的权利。
尽管 Center Parcs 提供了 250 英镑的折扣，但考虑到安全漏洞的严重程度和造成的严重困扰，这个折扣完全不够。鉴于所提供的服务与合同和预期不符，我们目前正在寻求全面解决方案，包括全额退还住宿费用。
结论：
总之，我们在 Center Parcs Elveden Forest 的住宿不仅令人深感失望，而且由于我们遇到的安全问题和有缺陷的住宿条件，还存在潜在危险。公司完全没有采取行动解决这些问题，再加上不专业的客户服务，给我的家人带来了极大的困扰。
鉴于所提出的问题的性质以及它们构成对合同义务和消费者保护法的重大违反的事实，如果没有令人满意的解决方案，我们别无选择，只能通过法律途径解决此事。
。
评分：1/5
入住日期：2025 年 1 月
我写信正式报告 2025 年 1 月 20 日至 24 日在 Center Parcs Elveden Forest 的一次令人深感痛苦和震惊的经历。在我们入住期间，公司提供的一系列安全故障、不适合居住的住宿条件和完全不充分的客户服务让我们深感不满。这些问题不仅影响了我们在假期的体验，而且还引起了人们对公司未能履行对客人的基本安全和合同义务的严重担忧。
安全故障：
我们遇到的最严重和最令人担忧的问题是我们的小屋的楼梯门出现故障，这是为了确保幼儿的安全。楼梯门发生故障并倒塌，导致我一岁的孩子从楼梯上摔了下来。这种故障可能会导致严重伤害甚至更糟的情况，令人深感不安的是，Center Parcs 没有立即对这一缺陷承担责任，也没有在报告此事时做出任何重大努力来补救这种情况。尽管这一安全故障性质严重，但我们的投诉却遭到了冷淡的回应，在我们入住期间也没有采取任何纠正措施。鉴于事件的严重性，我认为 Center Parcs 未能就此问题采取行动，明显违反了其对客人的照顾义务，这在公司自己的条款和条件中有所概述。
住宿缺陷：
提供给我们的别墅不仅处于严重失修状态，而且还存在许多健康和安全风险，包括：
• 墙壁和门上的油漆剥落。
• 厨房和浴室区域都有发霉的硅胶。
• 马桶不停地冲水，发出难闻和不卫生的气味。
• 蒸汽房出现故障，反复触发火灾警报，给我们的孩子带来了痛苦和恐慌，其中一个孩子有其他需要。
此外，在我们最初被转移到另一家旅馆后，我们后来又回到了同一栋别墅，并保证在入住后会修复这些问题。然而，事实并非如此，很明显，在我们到达之前 Center Parcs 就已经知道这些问题，但没有得到妥善解决。这构成了违约，因为提供的住宿不符合公司承诺的最低标准，也没有满足预订时提出的期望。
客户服务失误：
我们收到的糟糕客户服务加剧了对我们的投诉缺乏充分回应的情况。工作人员没有提供帮助，置之不理，在解决我们提出的严重问题时没有表现出紧迫感。当我们报告楼梯门故障时，我们被告知会“记录并修复”此事，但没有采取任何措施来纠正安全问题。同样，热水浴缸问题的响应也延迟了，我们寻求帮助时多次被忽视。我们得到的回应很慢，行为也不专业，进一步加剧了不安全的住宿和有缺陷的设施造成的困扰。
这种缺乏关怀和不充分的服务引发了人们对 Center Parcs 对客户的承诺的重大质疑，他们未能履行关怀义务不仅令人失望，而且根据消费者保护法可能会被起诉。
法律考虑和违约：
鉴于我们遇到的问题的严重性，我想提醒 Center Parcs，根据消费者保护法，特别是《2015 年消费者权利法案》，服务必须以合理的关怀和技能提供，并符合描述。未能为客人提供安全的环境、未能保持住宿条件良好以及未能充分回应投诉，明显侵犯了这些权利。此外，如果无法达成充分的解决方案，我保留通过法律渠道（包括小额索赔法庭）追究此事的权利。
尽管 Center Parcs 提供了 250 英镑的折扣，但考虑到安全漏洞的严重程度和造成的严重困扰，这个折扣完全不够。鉴于所提供的服务与合同和预期不符，我们目前正在寻求全面解决方案，包括全额退还住宿费用。
结论：
总之，我们在 Center Parcs Elveden Forest 的住宿不仅令人深感失望，而且由于我们遇到的安全问题和有缺陷的住宿条件，还存在潜在危险。公司完全没有采取行动解决这些问题，再加上不专业的客户服务，给我的家人带来了极大的困扰。
鉴于所提出的问题的性质以及它们构成对合同义务和消费者保护法的重大违反的事实，如果没有令人满意的解决方案，我们别无选择，只能通过法律途径解决此事。
。
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