Apologies Without Accountability – Extremely Disappointing Stay at Margate Sands

What was meant to be a special Christmas family holiday at Margate Sands turned into a deeply disappointing and distressing experience.

From the moment we arrived, the unit was in an unacceptable condition. There was a strong unpleasant odour, ****roaches present, ongoing noise disturbances, and serious hygiene concerns. The water situation was particularly alarming — the quality was so poor that even bathing our children caused distress. Despite raising these issues, no alternative accommodation was available.

Margate Sands later acknowledged all of these issues in writing and admitted that the standards experienced were far below what they advertise. While an apology was offered, no compensation or goodwill gesture was ever proposed. When I followed up specifically regarding compensation, my concerns were simply ignored.

I escalated the matter to First Group, who manage the property, but to date I have received no response from them at all.

What makes this even more unacceptable is being told that the booking was at a “discounted rate,” as though that somehow justifies a compromised experience. If a lower price means reduced standards, this should be made clear upfront — otherwise it is misleading.

Taking full payment, failing to deliver basic standards, admitting fault, and then offering nothing more than an apology shows a complete lack of accountability and regard for guests.

Based on this experience, I would strongly caution potential guests and would not recommend Margate Sands or First Group management.