“Caravan was loverly.”
however had family come to visit me for 2 days. Bought tickets and filled out relevebt paperwork on site incase of fire ect. but instead of asking me asumed they where staying from her spys in other caravans. there fore persumed Ibroke regs and kepted the deposit. I did brake a bowl and fix a lock which was broken when got there. She said I had broken other stuff . in which i would of been happy to pay for had she advised me. which she never she just refused the refund and hasent answered any ...
however had family come to visit me for 2 days. Bought tickets and filled out relevebt paperwork on site incase of fire ect. but instead of asking me asumed they where staying from her spys in other caravans. there fore persumed Ibroke regs and kepted the deposit. I did brake a bowl and fix a lock which was broken when got there. She said I had broken other stuff . in which i would of been happy to pay for had she advised me. which she never she just refused the refund and hasent answered any of my messages or calls since. guess this is how she tops up her rental money. wouldnt stay again.
- Teresa Robinson, Sep 2023
Thank you for your feedback and I'm sorry you felt the customer service was inadequate.
I sent various messages in the weeks up to the stay with details of the site and caravan and asking if there were any questions. I also sent daily text messages asking if everything was okay and if the guest was having a nice time, (all confirmed as having a fab time and they did not want to go out) At no point was I asked, or informed, that additional guests were to be staying.
I would like to clarify that the booking was through UK Caravans for Hire on behalf of the owner and not directly with the site. The booking was made for 1 Adult and 1 Child plus a dog. which I accepted the booking based on this. This is in the T&Cs signed when the booking is made.
Play passes are only available to guests on the booking. There are only 2 options for play passes, weekend 3 or 4-night stay and 7-night stay at quite a large cost. The site should not have issued without proof of stay.
As this was not booked directly with the site (my caravan is not available through them) they have no responsibility over anyone who stays in the caravan and legally cannot add additional guests. The site does not have permission to accept guests, and the site makes it clear they do not have any responsibility for anyone staying in owner caravans.
As it has been detailed that paperwork was completed and submitted to the site for additional guests, I have requested a copy and will be putting in a complaint to them if this is the case.
I have not received any security deposit back but placed a complaint with UK Caravans for them to investigate, It is in their hands.
This is the first issue I have had with any of my guests and it is very disappointing that we are at this point.
One final confirmation, if we were open and honest and had discussed additional guests staying then we could have come to a compromise, probably at no additional cost and there would be no issue. I am happy to accommodate when I am aware of what is happening.
Property Owner
