A family who booked a holiday at Pontins with coupons from the S*n said they were forced to cut their trip short after their “prison camp” chalet made the mini-break unbearable.
Chelle Barton, 35, from Wakefield, claims freezing cold wind and rain poured into the chalet thanks to a gaping hole in the front door, leaving them shivering and unable to sleep.
The family had booked their trip through the S*n, which offers a £9.50 holiday scheme to readers.
Despite paying a grand total of £57 for a three-day holiday at the family resort, the family said they were left bitterly disappointed by the quality of their bargain break.
They also claim they were told they had been placed in a “basic” chalet because that was the only accommodation the S*n was willing to cover under the holiday scheme.
Chelle, her partner Craig and children Kiera, 12, and Keegan, 9, were disappointed by what they found when they arrived at the Southport resort on Saturday, November 4.
Speaking to the ECHO, Chelle said: “We dumped our bags and went for a walk but it was only when we came back that we realised how grim it really was.
“The floor was filthy, there was dried food in the fridge and dried noodles down the side of the cooker. There was burnt food on the side of the cooker that looked like it had been there for months.
“The toilet didn’t flush. There was a gap in the door where you could see the daylight through – it was letting a draft in. We were absolutely freezing.”
She said her children branded the holiday resort a “prison camp” and complained of being cold during their November holiday.
Chelle also claims the family walked past “a load of empty chalets that looked nicer” but were told by a member of Pontins staff that worse accommodation was reserved for S*n holiday customers.
A member of staff did offer to upgrade the family to a better chalet, but Chelle said they “couldn’t bear the thought of staying there another night”.
Cutting their mini-break short after just one night, Chelle and her partner took the children into Liverpool for a treat, including a trip to Anfield.
Earlier this year, Liverpool banned the S*n from their stadium over the newspaper’s notorious coverage of the Hillsborough disaster, in which 96 Liverpool supporters were unlawfully killed.
Chelle has since emailed the S*n to make a complaint and was asked to fill out a contact form.
A spokesperson for Pontins Southport said: “We were disappointed to hear of Ms Barton’s experience at our Southport site. We thank her for bringing it to our attention so that we can ensure our service lives up to the standards our customers expect in future.”
A S*n spokesman said: “Our £9.50 holidays include basic accommodation and that is made clear throughout the booking process – during which it is also possible to upgrade to other classes of accommodation. We do also ask guests to bring their own bed linen.
“All this said, we take every complaint seriously and we have a dedicated telephone line set up for queries and questions about our holidays. We will of course be working with the management at this particular resort to ensure that all families enjoying our holidays in future are able to have the relaxing break they deserve.”