Emma Laurie

My mother who is severely disabled with MS went for Easter weekend with Carers to Haven Golden Sands, Mabletherpe. We had booked a Bronze Accessible caravan with hoist. When they arrived they was given the keys to the Caravan and off they went. They had just driven 2 1/2 hours and was looking forward to getting in and a nice cuppa. Once inside the carers checked everything and realised there was a mobile hoist stand but no sling attachment bar. Also in the bedroom there was a track hoist but no hoist attachment to that either, so they nipped straight back up to reception to report this only to be rudely told, they don’t do caravans with disability apparatus. We expressed we booked it on the understanding that all the aids would be there, as we was explaining this another lady came in to reception and said that’s lies as I have hoisted etc in our caravan. We asked for a manager. A lady called Lisa Watts came over and just said I don’t need to hear the complaints I have heard everything and if you not happy leave and complain to head office. What a great manager no customer service skills whatsoever. She also said if you carry on talking about it I can have you all removed from the site. Disgusting behaviour. Never again, now we have to wait 21 days for them to reply with what they think about it all. This is no place for a disabled customer.