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.