My complaint:
Hi I’ve just come back from our 4 night stay in your heacham resort and was utterly disappointed. We arrived on Mon 9th to our caravan G11 was sent a message informing us that the carpet had been cleaned so would still be slightly damp, which was absolutely fine. Come around 7pm when the main bedroom carpet was almost dry the most disgusting smell filled the whole caravan. It was gut wrenching and made myself and my boys feel light headed and sick. I was unable to sleep in the room due to how strong the smell was and had to sleep in the lounge. We did try and get the sofa bed out but it smelt musty too. The door to the bedroom had to be kept shut to try and contain the smell. The next day I went over to reception to explain the situation and they were very polite and said they would send house keeping over. I saw house keeping go in so continued to walk my dog. Roughly 10 mins later they had gone. The smell had gone from the bedroom. Around about 6pm I went into the bedroom and as I opened the door the smell hit me like a ton a bricks again. It was as potent as before but it still got to the back of my throat making me want to vomit. Again I had to sleep in the lounge as reception was closed. By this time I’ve actually had enough and want to go home. The next day being Wednesday I goto reception yet again to complain about the smell. Which smelt like stale dog urine and ammonia. The receptionist that dealt with me the day before said house keeping had been in and steam cleaned the carpet so shouldn’t smell anymore. Yes they might have steam cleaned it but the smell was well and truly still there. Another lady said she could move us to another caravan as a family had checked out early but it would be smaller than the one I paid for. I am very appreciative that we were moved eventually but mine and my boys holiday had already been ruined. Family were due to come and join us but I had to cancel them because of the smell in the previous caravan and then being down graded to a smaller one. This is the 1st holiday myself and my children have had since 2019 and were really looking forward to it only to have it ruined by and absolutely horrendous smell. I would really appreciate some kind of compensation for this awful experience even if its just half my money back. I’ve booked with park dean many times with friends and family and never experienced any problems at all.
Kind regards
Ms s paterson
Suggested solution:
I would at the very least like half my money back.
Unfortunately you can't take a picture of the smell it was embedded in the carpet 🤮
