A family’s caravan vacation turned sour due to various problems, including their child getting injured by chipped glass and a swimming pool incident that left their daughter scared of swimming. Anna Roberts, a 50-year-old resident of Wythenshawe, Manchester, recounted the issues that arose during their stay at Haven Marton Mere Holiday Village from June 5 to June 8. Accompanied by her partner, three children, and two dogs, they were disappointed to find cleaning staff still present upon their arrival. Furthermore, they were dissatisfied with the cleanliness of the caravan and noticed a persistent unpleasant odor inside.
Roberts expressed her dissatisfaction with the overall condition of the accommodation, stating that it did not seem adequately prepared for their arrival. The problems persisted when her 15-year-old son, Kai, accidentally cut his lip on a broken glass left in a cupboard. Roberts described the incident as “really disappointing.”
The most distressing incident occurred at the swimming pool when Roberts’ 12-year-old daughter, Ella, was asked to leave the water by a lifeguard. Ella, who was wearing a swim T-shirt and shorts for sensory reasons, was only in the water briefly before being asked to exit. Despite explaining the situation to staff, they were informed that they could purchase appropriate swimwear on-site, causing frustration as they had already paid for access to the pool and had not seen any prior notice regarding clothing regulations.
Roberts noted that the staff’s response to the issue was lacking, with promises of follow-up contact but minimal immediate assistance. The family felt that Ella had been unfairly targeted, as they observed other children wearing similar attire in the pool. Roberts emphasized the importance of ensuring fair treatment for all children and expressed her disappointment with the handling of the situation.
Following their stay, Roberts lodged a complaint at reception and eventually received a call offering a £50 voucher as an apology. However, she found the response unsatisfactory. In response to the incident, a Haven spokesperson acknowledged the lapse in accommodation standards, apologized to the guest, and emphasized the importance of promptly addressing any issues raised by guests.
The spokesperson reiterated the safety protocols requiring appropriate swimwear in the pool and emphasized that everyday clothing is not permitted for safety reasons. The family’s experience has raised concerns about the handling of such incidents and the need for clear communication regarding facility rules to prevent similar occurrences in the future.
