My specific disability requirements were not met!!!!

I am looking for advice after the following incident occurred yesterday:

I had made a booking at a caravan park for a holiday due to commence yesterday (02/07/23), as I am reliant on a wheelchair I had already made provision for this and been told that this could be accommodated at this particular site. I telephoned to make the booking (rather than booking online which meant that as extra discount was for-feit but I wanted to talk to a representative to specify and clarify my needs. I explained to the agent that I required wheelchair adapted accomodation (as I cannot walk at all so rely solely on my wheelchair for mobility) with a wet-room if possible.  

On arrival, we were handed a key to a chalet but when we got to the property we found that it was not adapted for a wheelchair and on inspection it was not possible for me to enter either the bedroom or the bathroom as the doorways were too narrow and my wheelchair would not fit through them (for information it is a standard sized wheelchair with no modifications or adaptions or add-ons).  

So we returned to reception assuming that there had simply being a mix-up. However, we were told that the booking agents (Hoeseasons) had not passed on my requirements and although they did cater for wheelchairs that the 2/3 chalets that were adapted had already been booked and were currently being used by other holiday-makers!! The staff did apologise and said that the mistake lay with Hoeseasons and that I would need to go back to them. They did also say that a modified chalet would be available on Friday (7th July) but we would have to find alternative accomodation in the meantime. However, we came home as we needed to make arrangements/provision for the change in dates and we had the dog (we had booked her a place and paid extra for her too) with us making it awkward for us to find alternative dog-friendly accomodation at such short notice!! . 

I telephoned Hoeseasons Customer Service Team this morning (as they were closed by the time we got home yesterday) and they asked me to send an e-mail outlining the issue and that I should get a reply with a decision about a refund in 28 days!!

In the meantime, I do not know whether to book a holiday with an alterative company as I do not know if I will be getting a refund for what i have already paid and I do not know what to do; whether to book another holiday or wait for a refund first but the prices of holidays are obviously going to increase in price as we get closer to summer/possible warm weather and the schools close for the holidays. 

Any advise will be gratefully accepted,

Thanks in advance. 


  • DullGreyGuy
    DullGreyGuy Forumite Posts: 6,279
    1,000 Posts First Anniversary Name Dropper
    When you got your booking confirmation did it mention about it being an accessible unit or any notes on accessibility requirements?

    Whilst you used the phone to hope to ensure to pass over the details you unfortunately bought via an agent and so added an extra link in the chain an potential point of failure. Given humans make more mistakes than people I'd imagine that booking directly with a supplier online for an accessible room/unit is the most secure mechanism especially if they clearly state that accessible rooms are suitable for wheelchair users (which most would be).

    As long as you can show you booked an accessible room then you should ultimately get your money back, it may take a bit of time for the finger pointing between the two companies to get resolved if your agent claims they did pass the requirement on to the campsite.
  • Penelope_P
    Penelope_P Forumite Posts: 3
    First Post
    That is a bit of a sticking point .... I am positive that "wheelchair user" was flagged on my paperwork but I cannot seem to find it anywhere!!!  :/ I'm usually really organised and have folders for everything (hardcopy and digital) but I cannot not find that particular message/confirmation anywhere!!!  :(  :(:(
  • Penelope_P
    Penelope_P Forumite Posts: 3
    First Post
    I also paid extra for Cancellation Cover Insurance  via Hoseasons (with a company called Awaze) but I am unsure at which stage to contact them?!!
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