Parkdean Resorts Issues Firm Response to Family Ban Controversy
Parkdean Resorts has firmly defended its decision to restrict a family from entering the entertainment venue at Lizard Point Holiday Park in Cornwall, following claims they were unfairly barred after complaining about a security guard. The incident, which has sparked a heated dispute, centres on a missing child report that escalated into allegations of inappropriate behaviour.
Family Claims Unfair Treatment Over Missing Child Incident
Ellen Jones, a 40-year-old mother from Camborne, Cornwall, described the park's actions as "disgusting" after her family was turned away from the final night's entertainment. According to Jones, the conflict began when her sister reported a missing family member to a security guard at the Ruan Minor park. She alleged the guard responded rudely, suggesting they call the police, which the family found unacceptable.
"My sister spent an hour looking for her but wasn’t able to locate her so she spoke to security," Jones told Cornwall Live. "He then proceeded to tell us with an attitude she should call the police as a child is missing." Fortunately, the child was found safe, but the family later complained to resort management about the guard's conduct.
Parkdean Cites Inappropriate Behaviour as Reason for Ban
In response, a spokesperson for Lizard Point Holiday Park stated: "The family were restricted from entering the entertainment venue due to inappropriate behaviour towards our staff. The safety and wellbeing of our team and guests is always our priority, and we have a zero-tolerance approach to unacceptable behaviour." The park, which has an average TripAdvisor rating of 3.6 out of 5, emphasised its commitment to maintaining a safe environment.
Jones disputed this account, saying: "They told me it was due to our attitude which was a shock as we hadn’t done anything wrong." She added that her children and nieces were "extremely upset" at missing the entertainment, which included character appearances.
Broader Context and Family's Ongoing Complaint
Parkdean Resorts, formed in 2015 through the merger of Parkdean Holidays and Park Resorts, operates numerous holiday parks across England, Scotland, and Wales, including eight in Cornwall alone. Jones had booked the weekend as a treat for her family, highlighting the emotional impact of the ban.
Since the incident, Jones has filed a formal complaint, arguing the ban was retaliation for reporting the security guard. "I feel like I'm being pushed from pillar to post," she said, requesting a review of CCTV footage to prove the family was not rude. As of now, she has not received a response, leaving the dispute unresolved and raising questions about guest-staff interactions at holiday resorts.
