Loose medication in filthy caravan

Arrived to a dirty caravan, full of left over food debris and beds that had not been changed from previous guests and filthy in the bedside drawer in the twin bedroom where my children were sleeping. Broken bathroom panel hanging down. Sticker containing previous guests details left in the kitchen, old rubber cleaning glove left in the kitchen. Dirty sticky marks on kitchen work surface.

Complained to customer services, who tried not to comply with their own Holiday
Cleanliness Guarantee policy by trying to send someone to clean it whilst we were out without completing an inspection with us as they specify in their guarantee.

Someone attended, we identified all the areas of dirt we had found, which were cleaned, however the cleaner found a loose unidentified tablet in the bedroom my children were sleeping in!!! We had not previously seen this as it was covered by what looked like a broken plastic bottle cap. Customer services offered a refund of one days worth of our trip, which we accepted as we believed this was a fair resolution at this stage.

However, a full caravan inspection was NOT completed and as a result we found further dirt throughout the remainder of our stay. Food remnants between plates in the cupboards, coffee marks on mugs where they hadn’t been washed, broken biscuits under sofa cushions, a pack of open ibuprofen in the bathroom cabinet, half eaten chocolate bar under the children’s beds from a previous guest, our socks were filthy just from walking around the living room area.

We tried to complain again to customer services but no one was available to speak with at the time so upon departure we submitted a formal complaint, only to be advised that what we had received was considered fair and they would offer us no further compensation despite every day of our holiday finding new areas of filth in the caravan.

I responded to the email to point out some factually incorrect information in their response and they didn’t even bother to reply to me.

Initially all we wanted was a clean caravan, this was never financially motivated for us, however the lack of sincere apology regarding the dirt in the caravan or even real acknowledgment to the fact we found TWO SEPARATE TYPES OF MEDICATION WITHIN REACH OF OUR CHILDREN is appalling.

The fact they have a no-quibble cleanliness guarantee is utterly meaningless as they will do all they can to get out of it which is by definition a quibble!

I will NEVER set foot in Hopton again, purely based on the absolutely disgraceful customer service and the way this whole matter was dealt with. Had they genuinely apologised and inspected the whole caravan and cleaned it upon receipt of our complaint this would have been entirely different and avoidable but they ruined our holiday and couldn’t have cared less

I would recommend choosing a different Haven park and avoid Hopton, I dread to think what could have occurred if a younger child prone to putting things in the mouth stayed in the room my children stayed it…either an unidentified pill or a stale old half eaten chocolate bar!