A MOTHER from Rhyl said she felt she had no choice but to curtail her family’s holiday in Pwllheli just hours after arriving at the park they were due to stay at due to its “vile” facilities.

The woman, who asked not to be named, said she had booked four nights at Haven’s Hafan y Môr Holiday Park with her partner, and two sons (aged nine months and 10) in August for £620.

But after already arriving a day later than planned, due to one of her children having been in hospital, she and her family left hours later, due a perceived lack of cleanliness at the park.

She said she had never visited the park, but had many positive reviews, which is what led to book their family’s holiday there.

But the ‘disgusting’ state of the site, and the couple of two-bedroom room apartments they were offered, were too much to bear, she said.

The woman said: “We didn’t stay at all – we were there for a few hours, and it was disgusting, so we left.

“As soon as we got there, there were weeds outside the front (of the site), and inside was just disgusting.

“The sofas all had holes in, there was dust everywhere, mould on the walls and windows, yellow marks all over the bedding in the boys’ room; it was just vile.

“In the bathroom, there were sharp bits near the shower sticking out, the toilet didn’t flush properly, damp wood, and in the kitchen, there was a massive bit of snot on the wall. It was just horrible.

“We called reception and asked someone to have a look at it. Initially, they sent a cleaner, who wanted to use mould and mildew spray, but it wasn’t really acceptable.”

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The woman then said she asked to see a manager at the park, before being offered another apartment.

Though, this turned out to be “equally as disgusting”, she said.

She added: “In the main bedroom (of the second apartment), there was a rotting piece of fruit on the floor. The baby could have choked on a big seed (from the fruit).

“The same cleaner from the first apartment was then sent to this second apartment, which was really awkward. I wasn’t going to take another equally dirty apartment.

“It’s really sad that Haven expect people to accept that as their holiday.

“We had looked forward to this holiday for a couple of years. It wasn’t particularly cheap for a few nights. I wasn’t staying there, because it was horrible.”

The woman added that, after being promised a full refund on August 9, this has only just transpired.

She also said that the experience left her 10-year-old “distraught” and demanded an apology from Haven, who she feels “don’t care about us”.

She added: “There’s no respect from them. We’ve lost our holiday this year, and have wasted time and money going there.

“It was our nine-month-old’s first holiday, so that’s all been taken away from us. My 10-year-old was absolutely distraught; it was a really hard decision to bring them away from there.

“There’s been an extra stress now, with having to chase this money up.

“I want them to actually feel sorry; I really just think they don’t care about us. A sorry would be really nice.”

In response, a Haven spokesperson said that the family was offered a full refund on August 9, which was processed on September 8, per the company’s normal terms and conditions.

The spokesperson added that the family decided to cancel their stay on the day they arrived and didn’t stay on the park.

The spokesperson said: “We’re very sorry to hear that the apartment didn’t meet our usual high standards of cleanliness.

“We have spoken with her directly to apologise for the inconvenience caused and offered a full refund, which has now been processed.”