A family’s caravan vacation turned sour due to various issues, including a child getting injured by broken glass and a dispute at the swimming pool that left their daughter hesitant to swim. Anna Roberts, 50, from Wythenshawe, Manchester, recounted the problems that arose during their stay at Haven Marton Mere Holiday Village from June 5 to June 8. Upon arrival, they found cleaning staff still inside their accommodation, and the caravan’s cleanliness and lingering odor were disappointing. Ms. Roberts expressed dissatisfaction with the overall unpreparedness of the caravan for their arrival.
Further troubles ensued when Ms. Roberts’ 15-year-old son, Kai, accidentally cut his lip on a chipped glass left in the caravan. The family highlighted a significant incident at the swimming pool where their 12-year-old daughter, Ella, was asked to leave the water by a lifeguard for wearing a swim T-shirt and shorts designed for her sensory needs. Despite explaining the situation, staff insisted on appropriate swimwear and suggested purchasing on-site, despite the family already having paid for access.
Ms. Roberts felt their concerns were not adequately addressed by the staff, who promised to follow up later. The family believed their daughter was unfairly targeted as they observed other children in similar attire in the pool. Ms. Roberts expressed her disappointment with the response received after lodging a complaint at the reception post-stay, where she was offered a £50 voucher and assured of a review of the matter, which she found unsatisfactory.
In response, a Haven spokesperson acknowledged the lapse in accommodation standards and apologized to the guest, emphasizing the importance of immediate issue reporting for prompt resolution. The spokesperson also clarified the swimming pool policy requiring appropriate swimwear for safety reasons.
The family’s experience highlights the need for clear communication and quick resolution of guest concerns to ensure an enjoyable vacation experience for all.