The Orchards Holiday Park

I think I am being slightly generous in awarding this park a 5, and they only get this due to the standard of the entertainment and facilities on site.
We booked this holiday in January of this year, as our two year old had been unable to come to Sicily with us last October due to a ruptured eardrum. We decided that a holiday park would be an ideal destination to “make it up to her”. We found their website, thought it was terrific. It even allowed us to take a 360-degree video tour of the inside of the caravans. Because of this, rather than booking a standard van we booked a silver.
When we arrived, however, we found items of crockery broken or filthy, wood veneer ripped off around the fireplace/tv unit, light switches not working, yellow (and I mean YELLOW) net curtains, and a broken freezer door. On top of this, the whole van was utterly FILTHY. Our feet actually stuck to the carpet. The sofa was black in patches. Under the beds hadn’t been vacuumed in god knows how long. There was dirt and hair an inch thick in the corners of the bathroom and toilet, and the mess behind the toilet...I won’t go into details.
This is really just the tip of the iceberg. So, after discovering this, we rang reception, and were told the customer care liaison had left for the day. I asked if we could be moved, and they replied that if we could just put up with it for one night, all would be rectified in the morning. We resigned ourselves to just the one night in this horrible caravan, rolled up our sleeves, and started cleaning. But not before I had taken digital photos of the mess that had greeted us.
On day two, reception told us that maintenance would view our caravan while we were out. On our return, we found one or two of the smaller items fixed, but nothing major accomplished, and it was still filthy. I contacted reception again, and was told it was the day off of the customer care liaison. I asked if anyone else could deal, and was told no, they were very busy, and there was no point someone else coming to have a look as they weren’t trained as customer care liaisons (!!!!!!).
On day three, I was again told it was her day off, and that no one else could deal with me. I replied that our treatment was disgusting, that I wouldn’t house a dog in that caravan, and that we wanted to be moved immediately. I was told they could not do that without the say-so of the customer care liaison, and that I should have asked on day one of our holiday. When I replied that actually, I did, she hung up on me.
On day four, I was told that the customer care liaison had been taken ill on her day off and taken into hospital, and to “enjoy the rest of my holiday & someone will contact you on your return home”. Needless to say, no one contacted me, save for a fairly standard letter, which said “Sorry about the mess, here’s £50 off your next holiday with us at The Orchards”. As if I would EVER take a holiday there again.
The standard of the facilities on site was fabulous, and the entertainment great (especially for under 6’s), but the complete lack of cleanliness and the bad attitude of the staff all conspired to thoroughly sour our holiday.