A very disappointing caravan holiday.
We booked a caravan holiday in new quay wales through Claire. Claire was very quick with her responses however we felt let down with the service provided. This was not Claire's personal caravan.
However on arrival to the caravan disappointment hit as soon as we opened the door. The fousty damp smell was awful so we opened all windows and doors to air the caravan out. The mattress protectors had mould on them the curtains were mouldy. The main bedroom mattress was stained and mattress protector ripped. A concrete slab would have been comfier than the mattress. The sink had not been cleaned in the toilet room there was still toothpaste and hairs in it from previous people. Wee on the toilet seat. The air fryer legs had old fat/lard at the bottom of them the chopping board was dirty. The microwave was rusty inside. The kitchen bowl was stained and dirty. A sponge and cloth had been left for washing up that again should have just been binned. Washing up left on the draining board. The list went on. As a family of 5 with 2 children with additional needs I did not expect to pay to go on holiday to clean someone's mess. The owner offered to send a cleaner if one was available but I had already cleaned the caravan at this point. Or to leave there and then to get a refund, having 2 children with additional needs this was not possible as they were already both very disregulated and it was later in the evening by the time we had travelled just under 3 hours to get there. Passes were offered for entertainment as an apology. Which were given to us as friends and family passes. Which the owner said were worth £100. However these went unused except for a bottle of milk in the shop as we had to leave early as the mould had upset my daughters asthma and we couldn't get rid of the fousty damp smell. A very disappointed break that was so very much need. 2 stars given for the view and beautiful beach.
I have photos of the condition of the caravan and the issues stated. If the curtains had been washed but were still covered in mould, I'm not sure why they would have been put back up in a caravan rental.
Réponse de ACOC Getaways LTD
Thank you for your feedback. As we spoke extensively over the weekend regarding these concerns, I am aware of the issues you raised and disappointed that you feel this way following the support offered.
I’d like to clarify a few points. This is an older caravan and is advertised as such, with photos reflecting its condition. During warmer weather, caravans can heat up very quickly when closed, which can sometimes cause a temporary musty smell, but this is not indicative of active mould. The caravan had been cleaned prior to your arrival; however, I do acknowledge that a maintenance contractor attended earlier that day and unfortunately did not leave the facilities in the condition expected. For this, I sincerely apologise.
As soon as you raised your concerns, both myself and the owner made every effort to support you and resolve the situation promptly. A professional cleaner was offered immediately, along with complimentary entertainment passes to the value of £256, and a full refund. Despite these options, all were declined at the time. I remained in regular contact throughout the weekend, and as explained, while the property was booked through us, it is managed by the owner; however, I still personally dedicated the weekend to trying to resolve matters for you.
Following your departure, an independent inspection was carried out. While some of the points you raised were noted, it was confirmed that the marks on the curtains were staining remaining after washing rather than active mould. A damp test was also conducted, with no damp detected in the rooms, curtains, or mattresses. The microwave is older and does show some cosmetic deterioration internally; however, it had been cleaned.
Given that a full refund, professional clean, and goodwill gestures were all offered, I am sorry that we were unable to reach a resolution that met your expectations.
I truly regret that your break was cut short, especially given your family circumstances, and I am sorry we were unable to turn things around for you during your stay.
Your feedback has been taken seriously, and further steps have already been put in place to prevent a recurrence.
