A family’s holiday retreat turned sour after encountering multiple issues, ranging from a child injuring himself on broken glass to a dispute at the swimming pool that left their daughter hesitant to swim again.
Anna Roberts, a 50-year-old resident of Wythenshawe, Manchester, detailed the mishaps that occurred during their stay at Haven Marton Mere Holiday Village from June 5 to June 8. Accompanying her were her partner, three children, and two dogs.
Their holiday began disappointingly, with cleaning personnel still present in the accommodation upon their arrival. The family was displeased with the cleanliness of the place and noted a persistent unpleasant odor in the caravan.
Roberts expressed her discontent with the overall state of the caravan, stating it was not adequately prepared for their visit. The problems escalated when her 15-year-old son, Kai, accidentally cut his lip on a broken glass left inside a cupboard.
The most significant issue arose at the swimming pool, where Roberts’ 12-year-old daughter, Ella, was asked to leave the water by a lifeguard for wearing a swim T-shirt and shorts designed to accommodate her sensory needs. Despite explaining the situation to the staff, they were directed to purchase appropriate swimwear on-site, despite already paying for pool access.
Roberts expressed frustration at the lack of immediate assistance from the staff and the absence of clear guidelines on pool attire. She highlighted the perceived unfair treatment of her daughter compared to other children wearing similar clothing in the pool.
Following their stay, Roberts lodged a complaint at the reception, receiving a phone call later offering a £50 voucher but expressing disappointment with the resolution. Haven responded by apologizing for the substandard accommodation and emphasized the necessity of notifying staff promptly to address any issues.
The holiday park’s spokesperson stressed the importance of safety, requiring guests to wear suitable swimwear in the pool for everyone’s well-being. They encouraged guests to report any concerns for prompt resolution.
