Parkdean Resorts has changed the way it grades its accommodation, and some customers have expressed disappointment and confusion over the update. Guests have shared their experiences in the Parkdean Resorts Complaint Group on Facebook.
New grading system based on size
Parkdean's website explains that its grading system is now based on the size of the accommodation, rather than quality or age. The categories Bronze, Silver, and Gold run from smallest to largest, with 'Premium' options available in each grade.
Some customers have claimed this differs from how other holiday parks grade their accommodation, which could be confusing. One Facebook group member said: "Gold caravans were always more luxurious than silver or bronze and this was reflected in the higher price. This new pricing system is not only confusing but very disappointing if you think you are paying for gold quality and end up with bronze instead."
Parkdean's response
A spokesperson for Parkdean Resorts said: "Guests consistently tell us how much they enjoy staying at our holiday parks, and we're proud to maintain a strong TripAdvisor rating of 4.2 from more than 12,000 reviews.
"Our accommodation categorisation system was introduced over a year ago to help guests find the holiday experience that best suits their needs. As explained on our website, accommodation is categorised by size rather than quality or age, with premium options available across each size category, offering enhanced features and higher-specification fixtures and fittings.
"All of our accommodation is maintained to high standards, and we remain committed to providing every guest with a great holiday experience."
Customer complaints persist
Despite the clarification, some holidaymakers in the Facebook group remain unhappy. One claimed they "booked a gold van" but felt "very disappointed" at what they felt "can be described as a silver van at best", alleging that staff on site told them "that the grading system has changed and there is nothing they can do".
Another claimed they had "booked a gold premium caravan and at best it was a bronze" at Sandy Bay Northumberland. They alleged that when they asked a member of staff they were told "pictures are only for illustration only and the status as in bronze, silver gold or gold premium is on the size of the caravan and not the spec".
Other operators' grading
Other holiday park operators grade their accommodation based on facilities rather than size. Haven offers six caravan grades, from Saver to Signature Gold, and while some grades such as Bronze and Silver are around the same size, the latter offers extra features such as an outdoor deck.
Park Holidays also offers four core tiers: Bronze, Silver, Gold, and Platinum, with bronze described as an "affordable option" while "platinum caravans are crafted to the highest standards and include private decking, en-suite facilities and premium finishes." There's no mention of sizing on its website.
