A family’s caravan vacation turned sour due to various issues, including a child getting injured by chipped glass and a pool incident causing their daughter distress. Anna Roberts, 50, from Manchester, recounted the problems that arose during their stay at Haven Marton Mere Holiday Village from June 5 to June 8. Upon arrival, they found cleaning staff still present, and the caravan was not up to their standards, with an unpleasant odor lingering.
The family expressed disappointment with the overall condition of the accommodation, feeling it was not adequately prepared for their stay. Their troubles escalated when Anna’s son, Kai, accidentally cut his lip on a broken glass left in a cupboard inside the caravan.
The most concerning incident occurred at the swimming pool, where staff asked Anna’s daughter, Ella, to leave the water because she was wearing a swim T-shirt and shorts for sensory comfort. Despite explaining the situation to the lifeguard, they were told to buy appropriate swimwear on-site, despite having already paid for pool access. Anna noted the lack of clear signage regarding pool attire rules.
Despite raising the issue immediately, the family felt unsupported by the staff, leading to frustration. They observed other children in the pool wearing similar attire and felt their daughter was unfairly singled out. Anna emphasized the need for inclusivity and fairness for all children using the facilities.
Following their stay, Anna lodged a complaint at reception, receiving a £50 voucher as a gesture of apology. However, she expressed disappointment with the response received. Haven acknowledged the accommodation fell short of their usual standards and assured they would address the concerns promptly.
A Haven spokesperson emphasized the importance of guest safety and the necessity of appropriate swimwear in the pool for everyone’s well-being. They encouraged guests to report any issues promptly for prompt resolution.