WOULD NEVER GO THERE AGAIN- We went on Holiday to Pontins and had such a bad experience so we sent them a complaint letter. I waiting over 30 days to receive a letter back from them giving us 10% off our next visit to you. This is not acceptable and we will defiantly not be returning to this holiday park, we wanted a full refund and if you were to read the letter below I feel that our bad experience would defiantly warrant a full refund. I feel that my complaint has not been looked into or taken seriously - Our Letter of complaint to Pontins- Dear Sir / Madam, I am writing to you following our recent holiday with Pontins Camber sands from Friday 3rd Monday 6th August under the name of Ian Ambrose (chalet number 155). This is a letter of complaint as we were extremely unhappy with the service and the facilities provided. After settling in on Friday and attending the shows / arcades we arrived back at our chalet at approx 11:00pm, we were rudely awoken at 1:00am by a group of approx 6 teenagers between the ages of 15 19 years old who were screaming / shouting and drinking alcohol. This woke the whole house including our 2 youngest children aged 8 & 10. After listening to this for about 2 hours this was obvious that they were going to continue this all night so it left us no choice but to call security by this time all members of our household had been up for over 2 hours. Shortly after the phone call the security guard arrived to have a word but not before handing them a lighter to light their cigarettes but also had a joke and laugh with then which was extremely unprofessional. Not only did we get little sleep but we were woken up again at 6:00am due to the upstairs packing and dragging cases around the floor. During Saturday day we bought some earplugs as we did not want another sleepless night. Again after returning from an evening out we were woken at approx 12:30am by loud noises and music coming again from the group of girls, not only were they just as noisy as the previous night but they were also leaning up against our front room window where 2 x members of our family were sleeping. Due to the loud noise the earplugs made no difference, we immediately called security whereby they arrived again and offered the girls a lighter and have a general laugh with them. The security asked them to turn of their music which they did but did not reduce the noise that was coming out of their mouths. We then called them again at approx 3:30am when a female and male security guard attended but they were still making a noise after they had left.So once again we had another really bad nights sleep, the following morning there were beer cans, champagne bottles and cigarettes butts outside our chalet. On Sunday morning my daughter went to reception to discuss this matter and was told by the deputy manager (who was more concerned about it being all men we were complaining about) that he would arrive at the girls chalet at 10:00am that morning to have a word. Unfortunately by 6:00pm Sunday night they had already started drinking and shouting so we made a decision to pack up and leave straight way (1 x day early) as we were so exhausted and did not want another bad night sleep, upon leaving the park we headed to reception to hand in the keys which turned out to be closed and when leaving the reception area we made conversation with another family who could see that we were not happy and advised us that they had only paid £89 for a family of 5 whereby we paid £289 (which was halved from £578) for a family of 7. I have always understood that Pontins is a family orientated park but this was definitely not the case. I am absolutely furious that as a single mum of 6 who can only afford 1 x holiday a year could be so disappointed and upset with not only the service provided by members of your staff (security guard) but also your facilities that were not well managed or maintained to a basic standard. I attended this exact same park over 7 years ago and I can confirm that it is no where near as clean, well kept and managed as it was back then, it has actually alot worse, when your website states that your holiday park is newly refurbished and fun for all the family! When driving into the park on Friday we were all gobsmacked by the sight of the surrounding chalets and entertainment facilities which we could only describe as a prison! Driving around the park to get to the main entertainment building we viewed1. the sports court, which is all falling down and the sports facilities had seen better days.2. Work being carried out on chalets fridges, ovens and carpets left all over grassed areas and skips overflowing with rubbish.3. General waste, cigarette butts, beer cans and glasses.On seeing all of this we decided to go in the entertainment building with hope that things would change on the inside. We were sadly mistaken! On realizing we could not check in until 4pm, we decided to take a walk around the park and view other read more