We arrived late on Monday 16th April & were allocated house number 124. We went straight to bed when we got there so I didn't get to see the house properly till Tuesday morning. There was food left in the press from the previous occupants. I went to boil the kettle to make my 6 month old baby a bottle but found some grass inside. I then tried to use the microwave but the turntable didn't work. The light on the landing also didn't work. So when my husband saw one of your maintenance men outside he called him to see if we could get the light fixed. He came in to advise that the house is wired wrong. You have to turn on the switch at the bottom of the stairs first then use the switch at the top to turn on the light. The light switch in the bedroom off the kitchen also has wiring problems as the switch "fizzes" when you turn on the light. So we did not use that bedroom as I didn't want my children using that switch. There was also something stuffed into one of the plug sockets.
The house was freezing due to the large gap under the front door. The back door & kitchen window do not close properly so there is also a gap in both of them. We had to go & buy fire logs to light a fire as the heaters did not heat the house. The wooden floor is badly fitted with large gaps between the planks & they move. One of my children could easily have caught their toes in the gaps.
There are bugs everywhere in the house, I had to get my husband to remove a lot of millipedes from all over the house. But every time we came back into the house there were more there. There were also a lot of large spiders & even a slug. One of the windows has many many years of spider webs on the inside with no attempt being made at any stage to clear them. Every light fitting has dead bugs inside them. I was astonished to see there was lots of graffiti on the wall & ceiling of the upstairs bedroom. This included curses that my 5 year old girls were trying to read.
We left for the day on Tuesday & returned early evening for a swim & the children's show in the cove. When we went into the pool I was disgusted to see the floor was covered in ants I even saw some dead ants in the pool so I got the children out of there immediately. As I was leaving I advised the lady on duty that there were ants everywhere. Clearly they are not cleaning it properly nor using chlorine. We then went into the cove for the Angelina Ballerina show. The rubber carpet trim between the carpet & dance floor is lifted & can't be seen in the dark so my son fell over it twice. As we were leaving I saw your fast food restaurant so I decided to get the children garlic cheese chips as a treat for their dinner. We brought them back to the house but the children couldn't even eat them as it was not garlic sauce at all. As it was lashing rain I did not bring them back but threw them in the bin. My son & daughters later complained of a pain in their tummies.
On Wednesday I brought the children to The Cove for Florrie's wake up call. When there I was astounded at the complete filth of the carpet that the Teamstars were telling the children to sit on. My childrens leggings were filthy from just sitting on it. There are also lots of rust stains on it from leaks in the rusty roof. It's a health hazard. My husband went into the slot machines & he tried to play two games. Both did not work & didn't return his money. He couldn't see anyone on duty there so he just left. We then decided to bring them into Florrie's den, after no more than 5 minutes in there, their socks were filthy & black on the soles. I was disturbed to see the slide had stains on it that can only be described as blood, so again I got the children out of there.
I decided to complain to the fast food manager about the so called garlic sauce. It took three people to eventually get me a manager & when she came out she advised me that it was not garlic sauce but they were getting a new supplier. I find it incredulous that they would sell something that you know is not what they advertised. I got a refund & was told not to buy them for the rest of the week as it would still be the substitute sauce. At this stage I had enough so I went to reception to complain & had to meet Martina in Starbucks.
I listed my complaints to Martina, who agreed that she would be disgusted if she was in my position. I advised her that I just wanted to go home as I was so disappointed with the state of the holiday village. I actually wanted to cry. We had stayed twice in 2010 & while friends that were also staying hated it, we found it very basic but the children don't see that, they just see the fun side. So the only family holiday we would be having this year we decided to book Trabolgan.
We couldn't have been more wrong to choose Trabolgan as it simply was not a holiday more of a nightmare. Martina asked me not to leave that she would get me a new kettle & microwave immediately & would revert to me later that evening. My husband brought the children back in to the pool to get a swim thinking that the ants would have been cleaned. I went to the seating area with my baby & as I sat down the ants were crawling all over the handrail. I again alerted a member of staff who seemed shocked to hear about the ants. He got another staff member to clean them away. I couldn't believe my eyes as he "cleaned" the ants. He did so by swatting them off the rail & wall into the pool area & spraying a small area & wiping it with a cloth. Also the heat was unbearable, as soon as I walked in my glasses fogged up it was that hot. My son who only had on a baby grow & vest on was wet with sweat when we left 5 minutes later. Its a breeding ground for germs.
Martina met me back in the house later that day to check if we got the new kettle & microwave. I told her about the pool still being infested with ants & she said they were cleaning it. She was disturbed to learn of the way in which they were cleaning the ants & seemed more shocked at the fact he done it in full view of me. She again pleaded with me to stay & advised she would check back in the morning with vouchers for the children. I told her that we really didn't need vouchers just the holiday we paid for. She told me that a refund was "not going to happen".
Martina called back on Thursday morning with an insulting €10 worth of vouchers for the children, which were returned to her. She eventually offered to change our house on the last day knowing full well that I would refuse as I have 4 little ones under 5 years old. I told her that if we packed up we would just be going home. Again she pleaded with us to stay for the childrens sake. She advised that if we booked again she could offer a discount!!! We decided again to leave Trabolgan for the day, returning late Thursday evening. As the only reason for staying at that stage was for the children to see the short show in the evenings.
At check out I again asked for a refund stating that I have photographs of all of my complaints, Martina said she would get her colleague to "deal" with me. I had to ask the name of her colleague, as she did not tell me who would be coming to see me. Sheila the most unprofessional woman came out to me with no introduction asking what I wanted. She proceeded to sit down with out asking me to do so. So I just sat. Martina stood over us both. I was asked "what do you want?". The customer service was an utter disgrace. Sheila advised me that I simply would not be getting a refund as I had stayed. I knew at that stage it was not worth even proceeding with the conversation as the situation was engineered so that it would me my fault for staying. Even though I had done everything as per their terms & conditions & complained appropriately.
Sheila then told me that I would have to put my complaint in writing, I asked to whom I needed to address it? She told me Donal O'Sullivan. I asked for the name & address in writing & she simply told me no. I later learned that it's in your brochure. I am flabbergasted at the complete lack of customer service. They make it as difficult as possible to make a complaint especially with the "brick wall" that Sheila erects when you try to talk to her. I refused to be cowed to her & continued with my complaint. Also the fact that you must print out a letter & send it via post in the hopes that people will not bother.
I sent all of the above in a letter to Trabolgan & eventually received a letter full of legal jargon that didn't even make sense. Clearly punctuation is not a strong point as one sentence was a complete paragraph. They did include a cheque for half of the holiday cost. Please see pictures attached as they reflect the true Trabolgan Holiday Village.
- Official Description (provided by the hotel):
- Self catering holiday village and touring caravan park located on 172 acres of woodland near the sea in East Cork. ... more less
- Also Known As:
- Trabolgan Holiday Village Hotel Trabolgan
- Trabolgan Holiday Village Cork
- Trabolgan Holiday Village Hotel Cork