In my opinion, Eurocamp is false advertising and misrepresenting its properties.
On 9th May I booked a holiday for 17th to 22nd July for myself, my partner and our two children. I was specifically seeking accommodation of a high standard, which would be suitable for our needs which were primarily for quality, spacious accommodation. Having reviewed the properties on the Eurocamp website, the 3 bedroom, 2 bathroom Espace accommodation appeared to be appropriate and given that it was the most costly on offer (at £568.00 for 5 nights, or £113.60 per night), I was confident that this was reflective of the quality of the property. I made the booking and paid in full at the point of booking.
The Eurocamp website describes the accommodation below. I have highlighted the key words that in my view represent false advertising of your product as evidenced by the photographs provided with this review.
Spacious in design, the 3 bedroom Espace holiday home is for those who want to maximise living space. You’ll find French windows leading out from the spacious, modern living area – perfect for bringing the outdoors in. The diner-kitchen and modern bathroom are both equipped with high quality fittings that make it easy to forget this is a mobile home. With a master bedroom, two twin bedrooms (or 1 twin and 1 bunk room) and comfortable double sofa bed, the Espace has space for 8 people. The majority of our Espace 3 bedroom holiday homes are equipped with air-conditioning. If you’d like more outdoors living space, choose the option of a decked terrace too.
As you can see from the imagery, the standard of the accommodation provided is significantly different from that described and photographed on the website. I believe they have falsely represented the product. I believe the accommodation to be very poor standard relative to the advertising on the website and based on the costs charged.
Upon arrival at the property at 7.00pm in the evening I immediately raised my complaints with the Eurocamp on site representatives. These complaints were summarised as:
1. The very poor quality of the accommodation and in particular the lack of indoor living space.
2. The overall cleanliness of the accommodation was very poor.
3. There was a screw protruding from the wall in the children’s bedroom which was sharp and dangerous.
4. There was no awning provided to facilitate shade in the outdoor space.
5. The accommodation was exceptionally hot (partly due to the above) and only 1 fan provided and no air-conditioning was installed. Having taken the most costly option available it should be that air-conditioning is provided given the wording in your advertisement.
6. There was a slab protruding from the front garden / play area that was sharp cornered and dangerous.
7. I had not requested the ‘loft’ style accommodation which seemed to serve no useful purpose with 2 plastic mattresses strewn on the floor and a vertical ladder giving access (again extremely dangerous to young children). This was described by your representative as a value-add feature.
8. There was no hot water due to an error with the boiler which could not be reset.
9. The front door could not be locked as the door did not fit the frame properly.
10. The quality of the fittings and appliances was extremely poor and certainly not as described. In fact there was obvious rust on the cooker and kitchen area and the entire area was extremely dirty.
11. Far from being spacious, as described, there was very limited living space and in what should have been a seating area, we were provided with only 2 upright wooden chairs and a broom.
On the evening of check-in their representatives offered a parasol by means of addressing the missing awning, however no other remedies were offered as I was advised that the entire site was full. I advised them that I would, through necessity, stay at the accommodation that evening but that I would return the following morning to seek a full resolution to my concerns.
I returned on the morning of the 18th July and reiterated my complaints. I was not offered any alternative accommodation at this time. I advised I would therefore have no alternative but to leave the accommodation and requested an immediate refund so I could make alternative arrangements. I was advised that this was not within their policy and was invited to speak with your area manager, which I did. I reiterated my complaints and was advised that there may be the possibility of alternative accommodation from 19th July, however I was not invited to look at this property and no certainties could be provided. On this basis I reiterated my request for a refund but was advised by the area manager that he was not authorised to provide this and suggested I speak to the UK head office whilst there. I accepted this offer and was transferred to one of their advisors who reiterated that a refund would not be discussed until my return to the UK and that whilst she was sorry that I was not satisfied with the accommodation nothing could be done until at least the following day. This would have been half way through our stay and in any event I advised that if the accommodation offered to us already was indicative of your overall standard of accommodation that I was not willing to accept this. As stated previously, at no time were any offers made to allow us to inspect a potential alternative. I was advised to raise my complaint on return to the UK.
I subsequently identified alternative accommodation on the same campsite with another provider, which clearly resulted in additional unplanned costs.
I have now referred the matter to ABTA as the best Eurocamp would offer was a 30% refund!
Please see photos before booking!
- Also Known As:
- La Croix Du Vieux Pont Hotel Compiegne
- Croix Du Vieux Pont