Environmental health inspectors gave a five star rating to the Pontins holiday camp where a Coventry family stormed out after filming what they described as “filthy” conditions in their chalet.
Michael Beirne, from Keresley, said he discovered chipped and broken furniture, stains and a discarded pair of boxer shorts after walking into the room at the Camber Sands resort.
The staycationer shot a mobile phone video of the accommodation, also showing bird mess on a window, a dirty light switch and a tatty bin without a lid.
The 24-year-old, his girlfriend, and their two young children then walked out of the chalet without staying the night after checking in for what should have been a three-day weekend break starting on Friday, July 31.
Pontins did not respond to requests for comment from CoventryLive at the time.
However, the resort has since been given a clean bill of health for food and Covid-19 precautions – though inspectors did not check the cleanliness of the accommodation which falls outside their remit.
Due to the high volume of customer complaints, environmental health officers were called in to carry out an inspection at the Sussex site and they declared it satisfactory, reports Sussex Live.
A spokesman for Rother District Council said: “The role of environmental health officers is solely to enforce the legislation Rother District Council is responsible for.
“We take all complaints very seriously but many raise issues that we do not have jurisdiction over and have no powers to address.
“For those where we do have enforcement powers, thorough investigation is carried out and all necessary action is taken. We have licensing powers, powers to control food safety and structural safety, and powers under the Health and Safety at Work Act.
“We have no control over the quality or cleanliness of temporary holiday accommodation and these complaints should be directed to the companies providing the accommodation.
“In recent days, environmental health officers have carried out an inspection at the Camber site and found the standard of food hygiene was very good – a FHRS 5 awarded.
“In addition, we were satisfied that precautions being carried out to prevent Covid-19 infections were good.”
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Michael had told how he went to complain but found a queue to speak to the manager “going out of the door” so he handed back the keys and the family went to stay with his aunt, Christine, who was at a caravan park nearby in Camber Sands on the East Sussex coast.
Christine, 35, an NHS worker also from Keresley, said: “From the moment they walked in they could see how disgusting and dirty it was.
“The drawers and furniture were broken, which would have been dangerous with a two-and-a-half-year-old and a four-month-old walking around.
“One of the drawing cabinets was not even screwed into the wall because the bracket was loose.
“They went to speak to the manager but the queue was going out of the door, so they handed the keys back and left to stay with me at a caravan park down the road.”
In his video, Michael goes from room to room pointing our grim marks on furniture, floors and walls.
In a bedroom draw he finds a pair of discarded boxer shorts.
Furniture in the video is shown to be damaged, curtains dirty and even parts of a floor missing.
The paint on window sills is shown to be cracked with Michael commenting: “All that would need, it would take a five minute lick of gloss, you’d probably get an extra tenner out of the room doing that.”
Michael, who paid £120 for the break, is complaining via email instead.
He said: “Even if I was homeless I wouldn’t live there, I would rather be on the streets. I asked someone to come out and they said ‘yes, yes, yes’ but they just walked off, they didn’t even ask for my door number.”
CoventryLive approached Pontins for comment at the time but did not hear back.