A family was asked to leave a holiday park shortly after checking in due to a minor issue with their booking, leaving them feeling upset. Claire Williams and her family had planned to stay at Sandford Holiday Park in Poole, Dorset, on July 21. Claire had informed the resort in advance about a change in the group attending the holiday. She paid a £40 amendment fee to update the booking but was shocked when, upon arrival, she was informed by the manager that there was a problem with the reservation.
Despite Claire’s efforts to explain the situation, the manager accused them of fraudulent activity and money laundering, claiming that a friend paying for the £809 holiday was suspicious. The family was given only an hour to vacate the premises, causing distress to Claire and her children. Following complaints, the holiday park apologized, refunded the full cost of the vacation, and compensated the family with £200.
Claire expressed her disbelief at being treated like a criminal and described the experience as humiliating. After a challenging journey back home, she lodged complaints with the holiday park, eventually receiving an apology from the manager, a full refund, and additional compensation. She felt disappointed by the treatment and inadequate compensation, emphasizing that the incident could have been resolved amicably on the spot.
Sandford Holiday Park acknowledged the incident, stating that it did not align with their customer service standards. They refunded the holiday cost, including the booking amendment fee, and provided compensation for travel expenses. The park considered the matter resolved after reaching an agreement with the family.
