Eurocamp / La Masia
16 April 2024 at 09:03:32
I arrived onsite at the designated time to find the reps sitting round the table outside their reception mobile smoking cigarettes looking unlike anyone representing a company such as Eurocamp.
Upon showing them my details, they were unaware that anyone had booked into an accommodation there which... i felt was very disappointing after travelling 12hrs to get to Blanes. This is something that has never happened before in all my years of using Eurocamp.
The reps seemed disinterested in greeting me or in what they were doing and inconvenienced that I had to pull them away from there smoking session to book me in.
I was given a set of keys and told "it`s down there" ! my previous holidays I have been shown to my accommodation and told everything about the mobile and what I needed to know.
The mobile I was given was not the accommodation that I booked, and after complaining, I was told "that`s all they have available!".
The accommodation was old, dirty, had ripped bed covers, door falling off inside and certainly not the standard I have become to know as the Eurocamp standard, and I only booked with yourselves as i know how great the reputation was from previous times. The mobile had not been touched since last season it seemed.
There was no gas in the gas bottle outside, and when I complained saying that the shower and tap water was freezing cold, i was told to use the shower block!
I have taken photos and attached to this email as as the standard of accommodation was disgraceful and a lot lower than expected.
Disinterested reps other than moaning that the company have merged and had told them nothing, which is why they were unprepared, this i found baffling and very disappointing.
During my stay i did not see any of the reps again, not even at the times designated on their reception tent. I mentioned that I would be returning for another 10 days after the weekend and would hope that I would received the accommodation I had booked or I was going to go elsewhere. I was promised that I would be prioritized in getting the mobile I had paid for.
Upon returning on the 31st, I was given the same old tatty bungalow as before despite showing them my order of the other accommodation. The reps informed me that the accommodation was not ready and "that`s all they had" (again), and were not bothered about customer service at all.
I called Eurocamp directly to complain, and spoke to the area manager who then called the reps who suddenly found me the mobile I had booked. The whole experience had been a complete struggle and extremely stressful, not what you expect when on holiday, and rather than extending my stay which i usually do, I left site early.
No reps were available during the 10 days of the second stay, they had disappeared! I cleaned the mobile (Better than how i had found it) left the keys and returned home as I felt that my holiday had been ruined.
I asked for a complaint form however was told that they do not have them onsite and that I would have to complain when I returned home.
I understand that it is not any fault of Eurocamp directly as the have unfortunately joined Homair/Vacanselct, dropping their standards however the appalling customer service by Homair/Vacanselect teams was truly harrowing.
Had I have been aware that the companies had merged I would not have booked a holiday.
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16 April 2024 at 09:03:32
5 September 2023 at 07:07:35
31 July 2023 at 18:00:26
