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Need a little help finding the relevant government body I need to contact to escalate a dispute I'm having with Pontins.
Back in February my wife booked a weekend at Pontin's in Southport for a biker event for four, we booked direct through Pontins booking office without giving the event promo code.
We booked the club apartment because it came with free electricity, a welcome pack, free national newspaper, free bottle of wine and free breakfast for one morning, when we arrived and booked in all we got was free electricity and a welcome pack.
later that day I asked about the breakfast and wine and was told that we are not entitled to them as we booked on a "special events weekend", I told them the only reason we upgraded to a club apartment was for the free electricity, wine and breakfast and it didn't state anywhere on their website that the offer is not available on "special events weekends" and we where not told over the phone while booking.
I wrote a letter to the manager pointing out these issues and also that our TV wasn't working (called the main gate and reception over a three hour period, not once was our calls answered apart from when we called bookings which was answered in two rings), their reply was more like "it's not our fault it's the event organiser so deal with it"
I wrote another letter to the Manager (Mark Teare) pointing out that we booked with them and not through the event organiser so Pontin's is responsible for this dispute, that was on the 07/03/14 and I've had no reply.
I think Marks had more than enough time to respond but has chose to ignore my complaint so now I need to take the matter further, who should I contact next?
I've attached both letters to Pontin's but I can't find the response letter at the moment 'sorry'.
Back in February my wife booked a weekend at Pontin's in Southport for a biker event for four, we booked direct through Pontins booking office without giving the event promo code.
We booked the club apartment because it came with free electricity, a welcome pack, free national newspaper, free bottle of wine and free breakfast for one morning, when we arrived and booked in all we got was free electricity and a welcome pack.
later that day I asked about the breakfast and wine and was told that we are not entitled to them as we booked on a "special events weekend", I told them the only reason we upgraded to a club apartment was for the free electricity, wine and breakfast and it didn't state anywhere on their website that the offer is not available on "special events weekends" and we where not told over the phone while booking.
I wrote a letter to the manager pointing out these issues and also that our TV wasn't working (called the main gate and reception over a three hour period, not once was our calls answered apart from when we called bookings which was answered in two rings), their reply was more like "it's not our fault it's the event organiser so deal with it"
I wrote another letter to the Manager (Mark Teare) pointing out that we booked with them and not through the event organiser so Pontin's is responsible for this dispute, that was on the 07/03/14 and I've had no reply.
I think Marks had more than enough time to respond but has chose to ignore my complaint so now I need to take the matter further, who should I contact next?
I've attached both letters to Pontin's but I can't find the response letter at the moment 'sorry'.
It may be worth contacting the institute in question and copying Pontins in your complaint. Customer complaints are likely to affect any customer satisfaction award, so this may make them stand up and pay attention to your complaint. 
layball:
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