My complaint:
I have been trying to contact you for weeks. When I booked online, we didn’t select a travel cot as we have our own, I assumed because of that it didn’t allow me to add our daughter on. We have booked a 4 berth caravan because we only require 4 beds and then the travel cot for my 1 year old daughter. I spoke to someone on your chat facility who looked at our booking and he said that we would be able to do that but he couldn’t do it and provided me with the number for the resort we are staying at (heacham beach). Everytime I have tried this number there is no answer. I then rang your main line, the girl said that’s not a problem, she would add my 1 year old on and put me on hold. The line then got disconnected, but I had no call back, so kept an eye on our booking for our daughter being added, but it still didn’t happen. So I called back and the next lady told me it wasn’t possible because we have a 4 berth van and would have to pay for a 6 berth to accommodate this. How ridiculous that we should have to pay for an extra 2 beds we are not going to use. There was no mention that you needed a caravan with more beds to be able to add an infant. I requested to speak to a manager. No one available. I was told I would receive a call back within 48 hours, but I’m still waiting and with only 2 hours till that 48 hours is up, I can’t say I’m hopeful. Imagine if you went to a hotel with an infant and they said ‘that’s fine, they can stay in your room, but you need to pay for an extra room that you don’t need’. I can’t say you would be happy. It’s been a nightmare from start to finish just trying to get in contact. This company describe themselves as having excellent customer service but I’m yet to see it. I have also looked around and I am yet to see another company that make you get a bigger van to accommodate a child under 2.
Suggested solution:
Given that 2 members of their staff have already advised me it would be possible to do this, they should either amend it that you don’t need a bigger van to take an infant that will essentially be staying in the room with us anyway, or alter the booking to accommodate that we shouldn’t pay for the extra beds we aren’t going to use.
