Parkdean Resorts has updated its accommodation grading system, prompting feelings of confusion and disappointment among some customers.
Guests have expressed their concerns and experiences on the Parkdean Resorts Complaint Group on Facebook. The company operates 65 holiday parks across the UK, including 13 in the South West, spanning Devon, Cornwall, and Dorset.
According to information on Parkdean’s website, the grading of accommodation is now based on the size of caravans rather than their quality or age. The grades-Bronze, Silver, and Gold-reflect small to large size categories, respectively. Additionally, ‘Premium’ options are available within each grade, offering enhanced features. This change was reported by the Mirror.
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However, some customers have found this system inconsistent with other holiday parks, which typically grade accommodation by quality or facilities, leading to confusion. One Facebook group member commented: “Gold caravans were always more luxurious than silver or bronze, reflected in a higher price. This new pricing system is not only confusing but very disappointing if you believe you are paying for gold quality and end up with bronze instead.”
A Parkdean Resorts spokesperson responded: “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, introduced over a year ago, is designed 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 fittings.
“All our accommodation is maintained to high standards, and we remain committed to providing every guest with a great holiday experience.”
Despite this, some visitors continue to express dissatisfaction. One person reported booking a gold caravan but felt it was more akin to a silver and mentioned being told by staff that the grading system had changed and no adjustments could be made. Another guest staying at Sandy Bay in Northumberland shared a similar experience, stating they booked a gold premium caravan but considered it at most a bronze. They were told that photos are for illustration only and that the bronze, silver, gold grading refers to caravan size rather than specification.
Other operators grade accommodation primarily on facilities. For example, Haven offers six caravan grades from Saver to Signature Gold, where size differences between Bronze and Silver are minimal but the Silver grade includes additional features like outdoor decking.
Similarly, Park Holidays employs a four-tier grading system-Bronze, Silver, Gold, and Platinum-describing Bronze as an “affordable option” and Platinum caravans as crafted to the highest standards, featuring private decking, en-suite facilities, and premium finishes. However, their website does not provide size information.
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