December Nightmare

I was part of our family group who managed to secure last-minute accommodation over the December period at Hollandsche Molen. We booked and paid for a 1x6 sleeper, 1x4 sleeper, and two campsites. We were informed that we will be scattered across the resort which we accepted as long as we have accommodation and can take a bit of a break. Upon our arrival, we stood for close to an hour waiting to be checked-in which we understood as there are the necessary Covid-19 protocols to follow so check-in does take time and we have to be patient or so we assumed... Eventually, we got out of our cars to ascertain the exact nature of the hold-up and it appeared to have not been what we thought...so we complained a bit as it appears that there was no current situation that warrants our long wait in the heat, and only then did someone kick into action to get us moving along. NOTE: no temp checks were done you pay gate fees for the duration of your stay. Each car got its stickers and we were escorted to our different chalets and campsites..but I knew something was up when I arrived at the 4 sleeper chalet the gentlemen who escorted us lives in the 4 sleepers...he was busy packing up some of his goodies fine no problem and someone was cleaning.BUT the place was NOT CLEAN !! The mattresses especially the double bed had what looked like urine stain marks on them ..there was an odor hanging around which was not pleasant..the bedding was beyond shocking!!! DIRTY !! I called you to come and take a look at how filthy the sheets are because we washed them by hand might I add we cleaned the place from top to bottom ...(we had our cleaning detergents and bedding) all the while phoning and complaining to you but you decided to just ignore us. The family in the 6 sleeper chalet had a cleaner unit but lacks warm water nobody could shower..they had to come to us. We spent our entire first day arguing with the management of Hollandsche Molen and frankly the attitude from them is nothing sort of racial ...They don't say but unquestionably can see in the way you are being treated by them.I cannot help but say that this is the culture at this resort..based on my experience and observations. I am a guest at your resort. I deserve to be treated like any other guest.I followed all your rules yet you see fit to treat us like we were gatecrashing. Whilst I understand that it was last-minute accommodation perhaps it would have been so much better if Hollandsche Molen informed us yes we can accommodate but need a few more hours to prepare the chalets..no communication whatsoever to that effect..we were only informed of the fact that we will be scattered around the resort which we accepted..but dirty chalets, urine-soaked mattresses, and bedding is, to say the least of the ****holes you thought we will be happy with!!! what were you thinking !! I would have understood if you had pre-warned me of the condition of the chalets beforehand and leave the choice to me to book...but don't wait until we arrive and we discover this filth for ourselves and when we complained you blatantly ignored us. You only reacted when we decided to cut our stay and request a refund because you might be happy with the ****holes but we were not...then you went up in arms!! Our main gripe was your filthy dysfunctional accommodation sir!! NOTHING ELSE...but you decided to treat us like ****.. At 8 pm you informed us that you managed to secure another 4 sleepers we can inspect and decide ourselves...but only for the 1 night... So off we go to this unit which was a HUGE DIFFERENCE to the one we were reserved in ..we were happy everything was neat and clean..the kitchen had all the basics and everything was working in the unit..We booked 4 nights paid for 4 nights stayed 1 night, spent the next day as a day visitor..you only agreed to refund 2 nights which I was not happy with as I'm not at fault here you are and yet you failed me as a guest...by showing me your poor ill skilled management and basic **** attitude. We use to love this place !! The kids love it!! You have lost our support Sir... as Mahatma Gandhi said...“A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him