Name: Vakantiecentrum Dennenoord
Address: Grensweg 106, 1791 NK Den Burg, Netherlands, Den Burg, Den Burg, Den Burg, 1791 NK, Netherlands
Rating: 7

Shopping on site

Smoke-free property

Heating

Newspapers

Garden

Private check-in/check-out

All Spaces Non-Smoking (public and private)

General

Non-smoking rooms

Rooms

Accessibility features

Accessibility

Laundry

Luggage storage

Services and amenities

Diet menu (on request)

Restaurant

Snack bar

Meals

Free Wi-Fi

Internet

German

English

Languages Spoken

Bike rental

Barbecue grill(s)

Mini golf

Sun Deck

Ping-Pong

Recreation

No parking

Parking

Fax and copy machine

Business

Cycling

Sports

Children's playground

Kids

Pets allowed

Pets

Location

At the hotel

De Kooy Airport

Vakantiecentrum Dennenoord

Den Burg

child-bed

child-bed-fee

external-private-bathroom

private-bathroom

shared-bathroom

10-beds

11-beds

12-beds

13-beds

14-beds

15-beds

16-beds

17-beds

18-beds

19-beds

2-beds

20-beds

21-beds

22-beds

23-beds

24-beds

25-beds

26-beds

27-beds

28-beds

29-beds

3-beds

30-beds

31-beds

32-beds

33-beds

34-beds

35-beds

36-beds

37-beds

38-beds

39-beds

4-beds

40-beds

5-beds

6-beds

7-beds

8-beds

9-beds

king-bed

queen-bed

limited-time

lounge

treatment

no-window

bay-view

bosphorus-view

canal-view

city-view

courtyard-view

garden-view

golf-view

harbour-view

inland-view

lake-view

land-view

mountain-view

ocean-front

ocean-view

oceanside

panoramic-view

park-view

partial-ocean-view

partial-sea-view

partial-view

pool-view

river-view

sea-front

sea-view

street-view

sunrise-view

sunset-view

water-view

with-view

annex

basement

main-building

1-bedroom

2-bedrooms

3-bedrooms

4-bedrooms

5-bedrooms

6-bedrooms

not-guaranteed

wired-internet-access

smoking

sauna

duplex

safe

mini-bar

breakfast-for-1

breakfast-for-2

pets-allowed

wi-fi

kitchen

I stayed at Dennenoord with my heavily pregnant wife and 2-year-old son, and I have never known a family be treated so badly in all my life to the point that the reception staff called the police on my pregnant wife and 2-year-old son to make them leave the park for no reason other than that we complained about the poor service. When the police arrived, they said their time was being wasted and told the park that we did not have to leave as we had done nothing wrong.

The entire saga all started with an issue with our WiFi, which I contacted reception about by sending them a message through their online portal. Despite a very unhelpful email discussion, the WiFi still did not work properly two days later, and they said it was an issue with our devices (3 phones, 1 tablet, 2 laptops), even though they all connected to the WiFi without any problem in other areas of the park. I eventually went to reception in person where the reception staff became very angry towards me and even made negative remarks about me to each other in Dutch (believing I would not understand). I found this highly rude and disrespectful. I asked to speak to a manager or have her name. Both were refused.

On this note, I left and returned the next day hoping that I could get a better result in getting the issue with the WiFi fixed. I was now told that the WiFi service is a “gift” to us because it is free, and that if it didn't work, we just had to live with it. I was shocked and appalled at this view. I explained that the parking, electricity and water are all “free” as we don’t have to pay for how much of each of them we use - they are built into the accommodation cost.

Because of the way we were being treated, and the angry, unhelpful and cold attitude of the particular member of reception staff, I explained that our holiday had been ruined by the terrible service, and that we wanted a refund. At this point, a maintenance staff member (not reception staff) approached the counter and behaved very aggressively. The very first thing he said to me was, "I’m going to tell you what you’re going to do." I immediately shut down this line of conversation by asking again for a refund to which he responded sarcastically, "We can’t give you a refund because we don’t have any money under the counter." He was antagonistic, rude and disrespectful. At this point, my wife who was also present stepped in to intervene in the conversation as she also was not happy with how this man was talking to me, and was beginning to experience pain due to the stress of the situation. Our 2-year-old son was also showing signs of stress. I explained this to the reception staff, but they showed absolutely no compassion or consideration for the wellbeing of my pregant wife and young son. There was absolutely no effort by the staff to make us feel at ease or comfortable.

At this point, I decided to call VVV Texel for some help and assistance in the matter. While I was on the phone to VVV Texel, the maintenance man attempted to intimidate me. It felt like this was some kind of game to him - he was smirking constantly, and he had absolutely no sympathy or empathy for our situation, especially the fact that my pregnant wife was in such severe pain at this point she had to sit down, and my son was getting very upset. The reception staff listened to my phone call to VVV Texel as I made the call in the reception area, and I could see they were not happy with the complaints I was making to VVV Texel. As a result of this, the reception staff suddenly demanded that my wife and son leave the premises, and also shouted to me to leave the park or she would call the police. She became very aggressive and was shouting at my wife to leave by the door even though my wife at this point was in noticeable pain and distress. Of course, we refused to leave because I was trying to obtain assistance from VVV Texel, and my wife was in no fit state to leave the park as she needed her medication which was in the chalet. My 2-year-old son at this point was now sleeping on the floor, and no one seemed to care about our distressing situation.

I continued to speak with VVV Texel on the phone for advice, then suddenly the police arrived. I explained the situation to the police, and the police agreed that there was nothing they could do, no crime had been committed, and that Dennenoord had wasted police time in asking them to attend. The police tried to arbitrate the situation between us and the staff, but the staff started behaving antagonistic in front of the police. The police informed the staff that we must be allowed to remain on the park, and the entire ordeal was finally over. I returned with my family to the chalet as quickly as we could so that my wife could get her medication and my son could sleep in a bed instead of on the floor.

To summarise, we had a customer service issue where we were not being provided with a service we had paid for, something that is absolutely not our fault. And instead of it being handled properly with care and understanding, we are subjected to mistreatment, shouting, rudeness, and having the police called on us merely for being upset and complaining to VVV Texel, and subjecting a heavily pregnant woman and a 2-year-old little boy to stress beyond imagination. All because Dennenoord failed to provide adequate WiFi. In other words, we did absolutely nothing wrong to cause this ordeal that we have had to face. And regarding the maintenance man, he absolutely exacerbated the situation by acting towards me and my family in an aggressive manner. This staff are clearly not properly trained in any form of customer-facing role.

An absolutely appalling and abysmal stay at Dennenoord and despite complaining to senior management, no response has been forthcoming, hence this review.

Worst reception staff I have ever known!

booked for bargain price via german site was €100 less expensive than booking via dutch site????? Bungalow was refurbished and in good condition, everything was ok but nothing was special. Wifi was terrible and they should not offer wifi as long as the quality is solo bad.

average in all

We stayed as part of a group of 11 twenty-something colleagues (Dutch and expats) split across two villetta cabins. We were required to pay an additional fee to secure two cabins next to each other. The cabins were clean enough but you will need to bring most supplies yourself (e.g., soap, toilet paper, hand towels, etc.). They can feel small when they are full but when it's nice weather you can sit outside. The location is a short, scenic bike ride from the beach.

Vakantiecentrum Dennenoord

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