Extremely disappointing accommodation and appalling communication

23 September 2026 at 03:48:53
I have used Eurocamp before, but this experience has left me extremely disappointed — particularly with both the standard of the accommodation and the way Eurocamp has handled my concerns.
We arrived late after a long journey and had specifically been told by email that the beds would be made ready... for our arrival. They weren't. Worse than that, the bedding and sheets were absolutely filthy.
Unfortunately, because we arrived late, we had no realistic choice but to use the accommodation that first night. This was particularly unpleasant, especially when travelling with a young child.
The following morning, I raised the condition of the bedding and the problems we had experienced. What I found particularly disappointing was that I didn't feel the issue was taken seriously enough.
And the problems weren't limited to the bedding. On arrival, there was a significant amount of sand throughout the cabin, including on the internal seating. It was getting onto our feet and being carried everywhere inside. There was also a broken toilet roll holder which had simply been left on the side rather than being repaired or replaced.
For something marketed as a more premium cabin, the overall standard of preparation on arrival was extremely disappointing.
I subsequently made a formal complaint while we were still onsite.
This is where the communication became particularly frustrating. Eurocamp's automated response clearly states that complaints from customers who are currently staying with them will be treated as urgent. Despite making my complaint while we were still on holiday, I have now waited the full 28 days for a response.
The eventual handling of the complaint has left me feeling that the whole issue has simply been brushed over by Customer Services rather than properly acknowledged or addressed.
Things can go wrong on holiday — I understand that. What matters is how a company responds when something does go wrong. In this case, I don't feel Eurocamp showed the level of care, urgency or ownership that I would reasonably expect.
Arriving late to find that the beds weren't made despite being told they would be, having to sleep in filthy bedding because we had no practical alternative, finding sand throughout the cabin and on the internal seating, discovering a broken toilet roll holder simply left on the side, not feeling that the issues were taken seriously the following morning, and then waiting 28 days for a formal complaint made while we were still onsite has made this a very disappointing Eurocamp experience.
I had previously trusted Eurocamp enough to book with them, which makes the way this has been handled even more disappointing.
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