Carieann Mackay, from Penarth, Wales, says she and her her four children – aged two, seven, nine and 15 – have had to put up with springs poking out of beds and floors so dirty they are black.
The 38-year-old mum, who arrived at Pontins on Monday, took gross pictures of crusty socks, crisp packets and thick dirt and grime which she says are from their chalet at Pontins in Brean Sands, Somerset.
Although the trip was supposed to be a treat — paid for by her mum — Carrieann wants to leave as soon as she can.
The mum told Wales Online: “My parents arrived and they went into the chalet around 4.45pm and it was absolutely filthy.
“We’ve had a miserable stay. My mum booked it as a family break for the kids and we wanted to go home as soon as we got here”
“My parents were concerned about beds for the young children and when my mum noticed how dirty it was they bought bleach and disinfectant and told staff on reception and asked to move.
“They were told there was nothing else available. We are so disappointed.
“So we scrubbed it but it’s still filthy – but it’s better. But we haven’t slept anyway because the beds are terrible.
“The springs are all coming out of the beds and the beds, toilets, and around the windows are dirty.
“I wiped the floor with a cloth and it was black. There’s no sweeping brush and they’ve also put a TV on the microwave.”
Now the family are trapped in their holiday chalet because Carrieann’s husband isn’t able to pick them up until Thursday.
She added: “We’ve had a miserable stay. My mum booked it as a family break for the kids and we wanted to go home as soon as we got here.
“My husband drove us here but couldn’t stay so now we can’t get back. We’re now going home on Thursday, leaving early. We were meant to be her until Friday.
“If it was just old-fashioned, we would just put up with it. But it’s filthy.”
Carrieann said she has not had any help from Pontins staff who said they will respond to her complaints after she has returned home.
“I think it’s dreadful we’ve had no help,” she said, “I’ve complained and been told when I get home to contact guest services who then have 28 days to reply.”
A spokesman for Pontins said: “We take comments like this very seriously.
“We were disappointed to hear of Carrieann Mackay’s experience at our Brean Sands site and urge her to contact us asap to try to resolve this.”