Bexleyheath Family (with only pre-school children)
- I was really looking forward to this holiday with my family and grandchildren, as I recently had a heart attack and was in desperate need of some recuperation time.
We have always enjoyed our previous holidays at Eurocamp site's and have found the accommodation and amenities to be of a very clean and high standard, at an affordable price.
I have always found the reps to be young energetic people who are always happy to help. Sadly this time I was extremely disappointed. We were met by reps who were far from enthusiastic and did not give us a full run down on the site or enlighten us on any services they could provide. When we did go to them for assistance we had delayed response times and on occasions they never got back to us at all. Reps are a vital link when you are in an unfamiliar place and cant speak the language fluently - I really felt let down by the reps at this site.
The accommodation was also of a very poor standard and was extremely cramped. The mobile home had not been updated in many years (apart from new curtains & cooker). The cushions on the seating area were thin, rock hard with pulled threads making them look very tatty.
The accommodation was also very tight for space (even for my young grandchildren and skinny son-in-law).The bathroom was so tight for space that we all ended up using the campsites shower and toilet facilities, which was especially hard for me with my mobility issues. Things were so confined in the bedroom my husband and I had to sleep in the lounge on a very tiny pull out bed. The same rock hard cushions were to be our mattress for our stay. We explained to the reps that I needed something more comfortable as I was ill and in increasing pain from arthritis in my legs and hips and couldn't sleep with the uncomfortable conditions - despite being told they would obtain a mattress from an unused caravan, nothing materialised and we ended up going home early because the lack of sleep had exhausted me and had aggravated my heart arythmias.
We particular chose this site because it was supposed to be toddler friendly, but we found many areas dangerously unprotected and we had to be constantly vigilant to keep the children safe. Our caravan had no safety gates (despite requesting get them) and my 2yr old granddaughter fell down the stairs shortly after we arrived , badly scraping her nose and mouth. The pram we had also requested was falling apart and had no hood back support or rain gear (no replacement available till days later).
We were also situated near a very large fishing/boating lake that had no barriers. The beach area also had no safety barriers and the water deepened quite steeply, meaning a child could easily be out of their depth before anyone became aware of it - luckily my husband was wading with the children and spotted the potential danger or we would have been totally unaware of the problem as the was no signage giving a warning.
The pool area was lovely, but the changing rooms were dismal and were entered through a grotty walk way with a the ceiling rotting and dripping above us. There was a stone flight of stairs to the pool above, but they were slippery and difficult to negotiate with little ones. The floor in the children's water spray area was very slippery and the children repeatedly fell as no wet shoes were allowed. There was also a steep flight of concrete tiled stairs beside the water slide (and right next to the kids pool) that had no safety gate and there was a good 20-30ft drop with glass windows and door at the bottom that a child wouldn't survive if they were to fall. Many toddlers strayed near these stairs and parents had to be ultra aware of their kids in this area.
The site facilities were good, but it became expensive when you had to pay for everything . When we went to use the internet it was 4 euros per day and my phone was taken to punch the code in so that the code could not be shared and was for only one device - the wi-fi range was only limited to the immediate bar area which was a real inconvenience. The children's soft play was 3.50 euros per child per hour. Bowling was 30 euros and Snooker you had to put a individual deposit, per piece on the cue, the triangle and chalk (ridiculous).
We also booked tickets for Parc Asterix at the time of booking it said under B's were free, so we paid 30 euros for a child's ticket for my 4 year old grandson, but when they arrived at Asterix they said all kids under 7 were free - what's going on here Eurocamp???
Other companies on this site have maintained their accommodation to a lot nicer standard and I feel Eurocamp has really let things slip to an unacceptable level - I'm totally disappointed.
Published on: 30 June 2015
Chris, Customer Care
Thank you for your feedback.
We're really sorry to hear that you had a number of issues during your stay and that your recent holiday was not at the high standard that Eurocamp aim to provide. We really appreciate customers spending time to share their holiday experience so that we can make our holidays the best they can be for our customers.
We’re always looking at ways in which we can improve on our customers’ holiday experience, so we’ll be sure to pass your comments on but should wish to discuss the issues raised then please do not hesitate to contact our Customer Relations Team.
It's such a shame that your holiday this year wasn't as enjoyable as your previous holidays, we do hope that there were some aspects of your holiday that you were able to enjoy and that these concerns didn't tarnish the holiday completely.
Thanks again for your feedback,
Customer Care Team