A mum on a half-term Pontins trip with her children claims she was given an "absolutely filthy" chalet so dirty she scrubbed it with bleach and disinfectant herself.
Carieann Mackay, 38, took her kids - aged two, seven, nine and 15 - to the Pontins in Brean Sands, Somerset, on Monday.
But the mum-of-four says she plans to leave early as the chalet is "absolutely filthy".
She told Wales Online her parents arrived shortly afterwards and were also sickened by the state of the accommodation.
"My parents arrived and they went into the chalet around 4.45pm and it was absolutely filthy.
"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," Carieann, of Penarth, south Wales, said.
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"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."
Sickening photos Carieann took during her stay appear to show rubbish on the floor of the chalet and dirty furnishings.
Pontins is investigating the woman's complaint and insists it is taking it seriously.
But Carieann 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.
"I think it’s dreadful we’ve had no help. 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."
