A woman has claimed Pontins are refusing to give her a refund after they "overbooked" the site where she was supposed to be staying.
Jacqui Henry, 42, from West Derby, decided to book for her and seven other people to stay at Pontins in Ainsdale for a long weekend at the start of November. The holiday cost £369 in total for two chalets, but it wasn't until three weeks before that Jacqui reportedly received a call from Pontins to say they had overbooked the site that weekend.
The company reportedly apologised and gave Jacqui three options to resolve the issue.
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Jacqui told The ECHO: "We booked it as a holiday for my birthday last year and she [a woman from Pontins] called to say they overbooked the weekend. They gave us three options, a, go two weeks later, b, go a week earlier, or c, get a full refund.
"I said I had to ask a few people and would get back to her, which she said okay to. In the end we all decided to get a refund."
After getting a response from Pontins when she didn't receive the refund, staff asked her to send over her bank statements to prove she had not been refunded.
Jacqui said: "It took ages for them to respond and I did everything they asked, sent months of bank statements, and they said the wouldn't be able to refund me because they already had. I said you haven't.
"I literally sent them all the proof. They asked for the final digits of my card and they said they have refunded a different account and the money is in there.
"It's put me in a really tough spot with my friends as they're telling me to do this, and do that, but it feels like I'm taking one step forwards and then one million back."
Jacqui said she had been to Pontins in the past and had "mixed" experiences with rooms.
She added: "You only sleep in the rooms, that's the whole point, it was more about memories for my birthday."
Pontins were approached for comment but did not respond.
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