A family from Manchester says their caravan holiday at Haven Marton Mere Holiday Village was marred by a series of problems, including a swimming pool incident that left a 12-year-old girl afraid to get back in the water.
Holiday disappointments from the start
Anna Roberts, 50, from Wythenshawe, arrived at the resort on June 5 for a four-night stay with her partner, three children, and two dogs. She says the trip got off to a disappointing start when cleaning staff were still inside the accommodation upon their arrival. The family was also unhappy with the cleanliness and said an unpleasant smell lingered throughout the caravan.
Ms Roberts claimed the overall condition fell well short of expectations, stating: "It just didn't feel like it had been properly prepared for us."
Son injured by broken glass
The problems continued when Ms Roberts' 15-year-old son, Kai, cut his lip on a chipped drinking glass left in a cupboard inside the caravan. "There was a broken glass left in the cupboard and my son actually cut his lip on it. It was just really disappointing," she said.
Swimming pool swimwear dispute
The most significant issue occurred at the swimming pool. Ms Roberts' daughter, Ella, who has sensory needs, was wearing a swim T-shirt and shorts purchased from a swim section. A lifeguard asked her to leave the water after only a few minutes.
"She was only in for a few minutes and then we were asked to get out," the mum said. She explained the clothing was intended as appropriate swimwear for her daughter's sensory needs and was bought from a swimwear section. "I just said this is what she can wear, it's what she is comfortable in," Ms Roberts told the Manchester Evening News.
Staff suggested the family could purchase swimwear on-site, which frustrated them as they had already paid for pool access. Ms Roberts also said they had not seen any signs about appropriate swimwear. The family felt Ella was singled out, noting other children in the pool wearing similar clothing, including T-shirts and shorts. Ella was standing in shallow water beside them rather than actively swimming.
"I don't want another child to go through what Ella went through," Ms Roberts said. "I just think it's wrong, it's supposed to be for families."
Response from Haven
After the stay, Ms Roberts made a complaint at reception and was told someone would contact her. She later received a phone call offering a £50 voucher and confirmation the matter was passed on for further review, but she was disappointed with the response.
A Haven spokesperson said: "We are sorry that the accommodation did not meet our usual high standards and have since spoken to the guest to apologise. We encourage guests to make our team aware of all issues immediately so that we can rectify them."
Regarding the pool incident, the spokesperson added: "Our lifeguards work hard to ensure all guests remain safe when using our facilities. For safety reasons, anyone entering the swimming pool must wear appropriate swimwear and everyday clothing is not permitted in the water."
