Filed 21 Aug 2021 by Emma
We arrived on 1482021 at the site. Booked under the name Emma Jeremy. Caravan allocated was A10.
When I entered all looked very good. After a long journey of 6 hours we were desperate to get a hot drink before unpacking the car. When tv was put on tv signal kept freezing. I was sat in the dining area on fitted seating and could smell a horrendous smell of diarrhoea after a couple of minutes we realised the smell was coming from the fitted seating cushion that I was sitting on at the dining table. I was horrified that someone had done this! The problems then went on. When I opened the small bedroom which my children were sleeping in I was taken back from the strong smell! The smell smelt like a Tom cat had sprayed. I could not let my children sleep in this room. I went to the office to report the problems and the young lady jotted the problems into a pad. I was told someone would be sent to the caravan to sort the problems out.
A young girl arrived with a spray bottle and sprayed the carpet in the bedroom. When entering the living area she was also taken back by the smell. She spray the seat and I said that needs proper cleaning that spray isn’t going to do anything. The young lady said she would have to take the cushion to be cleaned and one would be returned the following day. That wasn’t a problem as it was being dealt with. Nighttime arrived and the smell was back in the small bedroom which now ment four people had to sleep in the living area which wasn’t big enough to swing a cat in! Whilst getting ready to make the pull up bed we noticed NO LINEN was in the caravan for the pull out bed!! Sunday morning I went back over to the reception to report my ongoing problems once again. The receptionist was very apologetic and said someone would be in again today to resolve the problems. Again bedroom was sprayed and bed linen was left but no cushion to sit on was returned!
Day 4 and no cushion has still been returned 4 of us are still sleeping in the living area as bedroom still stinks. I make a phone call this time to ask to spk to the manager to make an official complaint as this really isn’t acceptable. I am told a machine can be brought into the van to correct the smell in the bedroom but we wouldn’t be able to be in van for about an hour. This was fine as we were going out for the day. On arrival the smell seemed to have gone and the cushion was finally returned.
The following morning I received a call from reception to ask if all my problems were resolved to which I replied yes only because after 4 days I was making an official complaint otherwise nothing would have been done. She asked if she could close the case down to which I replied No as I would be making a complaint once Iv returned home. This van should have been condemned and not let out as it was not fit for purpose! We are in a pandemic of COVID and this was obviously not cleaned to high standards. As a family of 6 we couldn’t sit to the table and eat a meal together as no cushion. This is really not acceptable. We decided to end the holiday early as we had enough
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