Pontins guests left to cook with no hob or sink
Pontins has been ordered to change its brochures after advertising watchdogs ruled it had misled customers by claiming to offer self-catering facilities when in fact some guests were given only a microwave, toaster and a fridge.
The Advertising Standards Authority upheld a complaint from a customer who booked a self-catering holiday at the Pakefield Holiday Resort in Suffolk, saying that the holiday parks operator had broken its rules on misleading advertising, substantiation, qualification and exaggeration.
Pontins brochure advertising breaks at all its parks boasted that it offered self-catering facilities in its ‘Classic’, ‘Popular’ and ‘Club’ accommodation to give visitors "the ability to prepare and cook your meals in the comfort of your own apartment".
It included several images, including one of a kitchen with a hob, oven and sink.
However, Pontins admitted to the ASA that the majority of its self-catering apartments at Pakefield were in the ‘Classic’ and ‘Club’ category, which included only a "petite kitchenette", built into one of the bedrooms, with no hob or sink.
In its defence, Pontins said it included a disclaimer in the brochure stating that the images were "for illustrative purposes only". As the Pakefield resort was being developed during the time the brochure was going to print, it said it was unable to use images of the apartments.
Pontins has since added further information on the relevant pages of its website showing the different accommodation options available at the resort, and it said calls centre staff give out full details of what is in each apartment at the time of booking.
In its ruling, the ASA said: "The ad must not appear again in its current form. We told Pontins to ensure they clearly communicated to their customers what facilities were offered in their self-catering apartments, and not to state or imply that all those apartments included a fitted kitchen if that was not the case."
Linsey McNeill
Editor Linsey McNeill has been writing about travel for more than three decades. Bylines include The Times, Telegraph, Observer, Guardian and Which? plus the South China Morning Post. She also shares insider tips on thetraveljournalist.co.uk
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