Customer service

A Which? survey has named the best and worst holiday parks across the UK, and coming in dead last is a brand that was once a go-to resort for families but now only has one resort left in its portfolio

A holiday park that was once part of a chain of 30 sites and now stands as the brand’s last remaining location has been crowned the worst in the UK.

A Which? survey ranking the best and worst holiday parks across the country has placed Pontins firmly at the bottom, with its final remaining site in Weston-Super-Mare in Somerset being given the dubious honour.

Scoring a woeful 61% rating, Which? readers awarded the brand just two stars across customer service, accommodation quality, cleanliness, and food and drink. And despite being one of the most affordable options in the rankings, averaging £38 per person per night, it still only scraped two stars for value for money.

The dismal scores are a world away from Pontins’ glory days, when it was renowned for lively family getaways featuring its famous Bluecoats entertainers — a launching pad for the careers of Shane Ritchie and Bobby Davro. The brand was rescued from the brink of collapse 15 years ago when it was snapped up by Britannia Hotels, a chain Which? has repeatedly labelled the UK’s worst hotel chain.

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Its sole surviving site, Sandy Bay Holiday Village, is adults-only and appears to be actively distancing itself from the Pontins name, with no mention of the brand anywhere on its website. The park boasts a heated indoor pool, games room, live shows, and daily activities.

The park has received mixed reviews on Google, currently sitting at 3.6 stars out of five. One recent reviewer said: “The location is great, beach right in front of the resort, Weston only a 10 min open bus journey away”, also praising the accommodation for its cleanliness and upgraded room options.

Yet less favourable reviews tell a different story, with guests claiming “the rooms were filthy. We didn’t even have matching curtains!” and “dirty, smelly, run down! They may have changed their name, but they haven’t changed their shame.”

Prior to the closures, Pontins regularly made headlines as disgruntled customers reported grimy accommodation and poor facilities. In the now-closed Pontins Southport, guests complained of people smoking drugs and drunk parents roaming the park. A mum who visited the Brean Sands report alleged her children were left in tears after finding rubbish and dirt all over their room.

Another family, who visited Pontins Prestatyn in Wales dubbed it a “holiday from hell”. They claimed the room was yellowing from stains, the pool and restaurants were shut, and they “couldn’t even see out of the windows” due to grime.

At the opposite end of the rankings, Potters Resorts topped the table with its all-inclusive resorts in Norfolk and Essex, while Hoburne Holidays secured second place. Hoburne operates parks throughout the south and south west of the UK, including sites in the Cotswolds, Dorset, and Somerset.

Which? said: “This fifth-generation family business’s seven locations (in the south of England ) are all ideally situated, from a clifftop in coastal Dorset to a woodland retreat in the New Forest.”

It added: “There’s no tray jostling in sterile canteens either. Restaurants, like the lantern-adorned Pier House, with its sea-view terrace, source local, seasonal ingredients such as Brixham trout – earning the brand five stars for its food and drink. Activities make the most of each park’s unique surroundings, whether it’s guided bat walks or instructor-led kayaking on the wetlands of its Cotswolds site.”

The UK’s best and worst holiday parks

(Name of resort, overall customer score)

1. Potters Resorts – 83%
2. Hoburne Holidays – 81%
3. Darwin Escapes – 80%
4. Landal Parks – 80%
5. Waterside Holiday Group – 80%
6. Shorefield Holidays – 76%
7. Away Resorts – 75%
8. Bluestone Wales – 75%
9. Park Leisure UK – 75%
10. Highland Holidays – 74%
11. Lyons Holiday Parks – 74%
12. Largo Leisure – 73%
13. Park Holidays UK – 73%
14. Warner Coastal Villages – 73%
15. Forest Holidays – 72%
16. John Fowler Holidays – 72%
17. Center Parcs – 69%
18. Haven Holidays – 68%
19. Parkdean Resorts – 68%
20. Butlin’s – 63%
21. Pontins – 61%

Based on a survey of 2,221 Which? Connect panel members and general public conducted in February and March 2026.

Potters Resort has been crowned the UK’s best holiday park by Which? readers – and the all-inclusive family favourite has a location just over an hour from Cambridge

Britain’s best holiday park is an all-inclusive gem that costs a little more but offers a lot.

There are plent of excellent holiday parks across the UK, from the cheap and cheerful Butlin’s and Park Dean, to the more upmarket Center Parcs and Bluestone. However, they have all missed out on being named the best in the UK.

Potters Resort has topped the Which? holiday park rankings, with its Norfolk and Essex sites winning a customer score of 83%.

Stays start from £88 per person per night, which is higher than most comparable holiday parks, yet guests have still awarded the resort 4/5 for value. It is worth noting that Potters is the only holiday park in Britain to offer a truly all-inclusive experience, with four meals a day included alongside a wide selection of drinks – from wines and beers to G&Ts.

The resort keeps guests busy throughout the day with a packed programme of activities. Whether you fancy a go on the rally karts, a session in virtual reality, a spin at the silent disco or a splash in the water at Five Lakes, there is something to suit every taste and age group. Wellness enthusiasts are also well catered for, with Pilates, yoga, Nordic walking and birdwatching all part of the package at no extra cost.

OPINION

Come the evening, the entertainment steps up a gear. Resident show Musical Icons takes to the stage nightly, performing tributes to iconic acts spanning the Motown era, Carole King, ABBA, the Bee Gees and beyond, with a showstopping Bohemian Rhapsody finale rounding off proceedings.

“After opening its doors in the 1920s, family-run Potters claims to be the first-ever holiday park, and its all-inclusive model still sets it apart. The nightly rate at its two parks – in Essex and Norfolk – may be higher than rivals, but you stay in suites or bungalow-style accommodation (there isn’t a caravan in sight) and all food and drink (which is excellent) is thrown in. It was the only park to clinch the full five stars for its entertainment and activities (also included), which range from birdwatching to go-karting.

“Guests loved that they could soak in the spa and play all the rounds of pitch ‘n’ putt without worrying about their final bill spiralling out of control. ‘Great entertainment, all staff helpful and polite, good food and plenty of it,’ one happy customer remarked. Forget everything you think you know about holiday parks, as Potters’ attentive service and first-class facilities will wow you – with no sneaky extra charges later on.”

The Mirror’s Mikey Smith paid a visit to Potters with his family and had a brilliant time.

“Imagine the good old British ‘holiday camp’ atmosphere – family fun by the sea, with nightly entertainment and everything you need on-site – but brought bang up to date, with comfortable rooms and high quality amenities. And then imagine it borrowed a few ideas from luxury cruise ships. Then you’re getting somewhere near what Potters is,” Mikey wrote.

“For many, the phrase ‘all-inclusive resort’ conjures images of lukewarm buffets, piled high with chips and pizza slices, perhaps the occasional chicken nugget and long benches of weird-looking salad. Not so at Potters. Each lunchtime and evening menu offers three or four restaurant-quality starter and main options. During my stay I had a buttery, flaky Sea Bass fillet, some deliciously crispy deep fried Halloumi and a perfectly cooked chicken breast with mushroom and thyme sauce.

“None of them would trouble a Michelin star – but they’d give any of the foodie pubs near me a solid run for their money. And that’s before we come to the carvery, which is served every evening with a different roast meat.”

You can read his full review here.

Mike Scott, managing director of Potters, said: “To be named the UK’s Best Holiday Parks and Resorts by Which? readers is a fantastic achievement. To have topped the list in three consecutive surveys since 2022 is something we’re immensely proud of, especially among so many well-known UK break providers. Recognition from Which? means so much because it reflects the honest opinions and experiences of guests. It tells people what it’s really like to stay with us and makes this achievement all the more special.

“As a family-owned business, we can’t compete with the household names on marketing budgets, and we don’t try to. Instead, we focus on giving every guest an exceptional experience. Our breaks are fully inclusive, so we’re not constantly trying to upsell or charge guests for every little extra. It means our guests can simply relax and have fun, while our team can focus entirely on looking after them and making their stay memorable.

“This recognition reinforces what we’ve always believed: Potters Resorts offers the best breaks in the UK. And, of course, a huge thank you must go to our amazing team and our lovely guests, who together have made Potters such a special place.”

The UK’s best and worst holiday parks

(Name of resort, overall customer score)

1. Potters Resorts – 83%
2. Hoburne Holidays – 81%
3. Darwin Escapes – 80%
4. Landal Parks – 80%
5. Waterside Holiday Group – 80%
6. Shorefield Holidays – 76%
7. Away Resorts – 75%
8. Bluestone Wales – 75%
9. Park Leisure UK – 75%
10. Highland Holidays – 74%
11. Lyons Holiday Parks – 74%
12. Largo Leisure – 73%
13. Park Holidays UK – 73%
14. Warner Coastal Villages – 73%
15. Forest Holidays – 72%
16. John Fowler Holidays – 72%
17. Center Parcs – 69%
18. Haven Holidays – 68%
19. Parkdean Resorts – 68%
20. Butlin’s – 63%
21. Pontins – 61%

The rankings are drawn from a survey of 2,221 Which? Connect panel members and members of the general public, conducted in February and March 2026.

They say 10 passengers were told they would not be allowed on the ‘overweight’ flight

A pensioner says a dream family holiday to celebrate her 50th wedding anniversary ended in “anger and frustration” after she and her husband were denied boarding on an overbooked easyJet flight home. Eileen Snow, 72, and her husband Stephen, 74, had enjoyed a week in Croatia followed by a week in Montenegro with family when they arrived at Tivat Airport on Saturday expecting to fly back to London Gatwick.

But the couple say they were stopped at the gate and left stranded abroad. The situation was worrying for Stephen, who takes daily medication and says he only had enough to last until the following day. The delay also meant Eileen was unable to visit her late father’s grave on what would have been his birthday.

EasyJet later emailed Stephen apologising that he had been “denied boarding” on flight EZY8814 and referred to procedures used when flights are overbooked. According to Civil Aviation Authority guidelines, an airline expecting to have too many passengers should first ask for volunteers willing to surrender their reservations in exchange for agreed benefits.

But the couple, from Emsworth, Hampshire, insist they did not volunteer to give up their seats. “I was angry and frustrated – I couldn’t believe the level of incompetence,” said Stephen. “It did ruin what had been a perfect holiday with family. Regardless of what easyJet claims, we did not volunteer to stay off the flight.”

Eileen and Stephen had been booked on the 4:50pm easyJet service from Tivat to Gatwick. The flight was already delayed when they reached the gate. The couple says they and three other couples were prevented from boarding despite having reserved their seats well in advance.

Eileen said: “They let many people board after us. We were told the flight was full. Ten of us could not go.”

She says they were told the aircraft was over-fuelled. She claims a woman dealing with the stranded passengers promised to arrange taxis, accommodation, food and vouchers. But Eileen says the woman then left to seek help and never returned.

She said: “She promised all the requested items – taxis, accommodation, food, vouchers. She abandoned us.”

The couple says they repeatedly asked for an easyJet representative and a senior airport manager but were unable to get practical assistance. As the airport began closing, Eileen says the remaining passengers were told they had to leave.

She said an older man approached them before bringing over what she believed was a police, security or border officer. Eileen said: “Some of them had belts with what looked like a gun. We were intimidated.”

An airport worker eventually stepped in and drove the couple to a hotel in his own car, helping them with their luggage. Eileen and Stephen paid for the accommodation themselves.

By the following evening, Eileen was still trying to resolve the situation through easyJet’s WhatsApp customer service. The airline later provided links allowing the couple to seek reimbursement for hotel, food and transport costs and submit a denied-boarding compensation claim.

But Eileen says the experience had left her deeply disappointed. The couple had travelled from 16 to 29 August for the family holiday to mark their golden wedding anniversary. They eventually secured British Airways flights from Croatia to Gatwick and booked a £190 taxi across the border to Dubrovnik.

They then faced a further £177 journey from Gatwick back to their home. An easyJet spokesperson said: “We are very sorry that Mr and Mrs Snow were unable to travel on their flight from Tivat to London Gatwick due to the aircraft exceeding weight limits.

“Weight restrictions are in place for all airlines for safety reasons and in the event that a flight exceeds this limit, we are required to carry fewer passengers. We did everything possible to minimise disruption for our customers including offering the next direct flight, however as this wasn’t suitable, they booked with an alternative carrier and will be reimbursed.

“We have since spoken to Mr and Mrs Snow, apologised for their experience and provided the compensation due. The safety and welfare of our passengers and crew is always easyJet’s highest priority.”

Holidaymakers may be entitled to claim compensation when an airline loses, damages or delays their luggage

Holidaymakers facing the misery of lost, damaged or delayed luggage could be entitled to compensation from their airline – but they need to act quickly.

Passengers arriving at their destination only to discover their suitcase has failed to make the journey with them have legal rights that can help them recover some of the costs. Citizens Advice says travellers have the right to claim compensation from an airline when checked-in luggage is delayed, lost or damaged. But there are important deadlines – and passengers should report a problem as soon as possible.

The consumer advice charity warns that the rules for cabin baggage are different. You can generally only claim for a problem with hand luggage where the airline was at fault.

Don’t leave it too late

Citizens Advice says holidaymakers should report missing or damaged luggage to the airline straight away. At the airport, this will normally involve completing a Property Irregularity Report (PIR) at the baggage claims area.

Passengers should keep a copy of the PIR, or obtain written confirmation from the airline if they report the problem later. Making a report does not necessarily mean a compensation claim has been made. Passengers will normally still need to submit a separate claim unless the airline agrees to pay certain expenses upfront.

There are strict deadlines

One of the biggest traps is assuming there is plenty of time to make a claim.

Citizens Advice says the usual deadlines are:

• Damaged luggage: claim within seven days of receiving it.
• Missing or damaged contents: claim within seven days of receiving the luggage.
• Delayed or missing luggage: claim within 21 days of the flight.
• Luggage not returned within 21 days: it is officially treated as lost, meaning passengers should make a claim as soon as possible.

A suitcase that eventually turns up after several days does not necessarily mean a passenger has lost their right to compensation. Citizens Advice says it is still possible to claim for delayed luggage if it is returned within the 21-day period.

What can you claim for?

The compensation available from an airline is generally limited. For delayed luggage, this can include the cost of essential items needed while waiting for the suitcase, such as toiletries and underwear.

Passengers may also be able to claim some of the cost of repairing or replacing luggage and its contents if they are lost or damaged. If a traveller has to collect delayed luggage themselves, says they may also be able to recover reasonable transport costs.

But holidaymakers should not assume they will receive the full replacement value of everything inside a suitcase. Airlines will often ask for receipts and proof of purchase, while Citizens Advice warns that they will not normally pay ‘new for old’ replacement costs.

There can also be restrictions around valuable, fragile or perishable items packed in checked luggage. Total compensation is generally limited to around £1,000 and is often considerably less.

Passengers cannot normally claim for stress or inconvenience caused by the luggage problem, or for knock-on problems such as missing a connection.

Keep every scrap of evidence

Anyone making a claim should keep hold of their paperwork.

Citizens Advice says airlines will usually expect passengers to provide documents such as:

• their boarding pass;
• luggage tags showing the identification number;
• the PIR or written confirmation that the problem was reported;
• receipts for emergency purchases made because of delayed luggage;
• proof of purchase for lost or damaged belongings;
• photographs showing damage; and
• estimates for the cost of repairs where relevant.

Travellers should keep copies of their claim and the original documents.

How to make the claim

Passengers should check with their airline to find out how it wants compensation claims submitted. If there is no specific claim form, Citizens Advice says travellers may need to write to the airline’s customer service department.

The charity advises making clear that the claim is being made under the Montreal Convention. The claim should include details of the flight, including the date, flight number, departure point and destination.

Travellers should explain what happened, set out the amount being claimed and provide a detailed list of the luggage or contents that were lost or damaged. Any essential items bought because of the delay should also be listed, with copies of supporting receipts and other evidence.

What if several airlines were involved?

Passengers travelling on connecting flights operated by different airlines may be able to claim against any of them. However, Citizens Advice says most airlines expect the claim to be made against the last airline boarded.

An airline cannot simply refuse to deal with a claim because another carrier was involved. If a passenger gets nowhere they can seek advice from the Civil Aviation Authority (CAA).

What if the airline rejects your claim?

Holidaymakers who are unhappy with an airline’s response can take the matter further. Citizens Advice recommends first trying to resolve the complaint through the appropriate process.

The CAA can take up complaints against airlines or airports in certain circumstances, although its role depends on whether the airline or airport belongs to an approved alternative dispute resolution scheme. As a last resort, passengers can consider taking a case to the small claims court.

A luggage claim can generally be taken to court within two years of the flight, although court action can be costly and time-consuming.

Check your insurance too

There is another option that could prove easier and more generous. Citizens Advice says that if luggage is covered by travel insurance or a home contents policy, making an insurance claim may be preferable.

This is because insurance can potentially provide more money and may be easier to claim through than pursuing the airline.

Passengers needing further help can contact the Citizens Advice consumer helpline on 0808 223 1133 or use its online service.

The charity also advises checking the specific rules applying to the airline, as individual procedures and deadlines can vary. More information here.

When it comes to asking for travel advice, there is nobody better at giving you hints and tricks than cabin crew who travel multiple times a month for their job

A member of British Airways cabin crew has shared one thing she believes everybody should do before they board a plane to make their trip less stressful. When it comes to taking advice from people ahead of travelling, there is nobody better to ask than cabin crew.

With many members of crew doing multiple long and short trips each month, they know all the tips and tricks to make boarding, packing and planning even easier.

This is true for one member of cabin crew who has shared one thing she believes everybody should do before stepping foot on a plane ahead of any holidays.

The member of staff gave people her advice after being asked what her top-tip was for travel on the official British Airways TikTok account.

One of the cabin crew said: “Just screenshot everything. Screenshot your boarding pass. Have a copy of the hotel that you’re going to.

“A photographic copy, so that you have it on your phone, just in case when you land to your destination, and your phone doesn’t have 4G, you actually have a picture of it.”

It’s common for people to struggle to get a signal in a new country due to phones having been on airplane mode for a number of hours and trying to connect to a new local network. The metal cabin of the airplane can also block out cellular radio waves.

Three more members of crew also gave their advice to holidaymakers, with one coming up with a solution for travellers who treat themselves in duty free.

Another member of BA staff said: “I would say as cabin crew, always pack a portable tote bag. You’re always going to need it, and it’s something to put stuff in, and then you’re not lugging a big suitcase around when you’re travelling.”

A third said: “My top travel tip is to bring electrolytes on board. Having electrolytes in your water makes you rehydrated.”

While a fourth added: “My travel top tip would be to have your phones and devices set to automatic before you depart, so that they’re already synced to the local time before you arrive.”

People took the time to comment on the video and share their own experiences with British Airways.

One person said: “My best customer service was with BA. it was a very long time ago, but I had to travel back from Paris to London and I missed my flight, it was the first flight.

“I was so desperate because I had to go to work straight after arriving. The lady offered me a seat on next flight free of charge. I was so happy because I was on budget and I couldn’t afford another flight ticket, perhaps she sensed it. Thank you for the empathy.”

A second said: “Can you pls start flying from London Southend again.”

A third said: “Always have a great experience on BA.”