Dosh dilemma – the Millers’ campsite con

The Millers were excited for their family weekend getaway to the North East. They had booked a three-night stay at a campsite near the coast. The website promised clean facilities, hot showers, sea views and a quiet, family-friendly atmosphere.

But when they arrived, things were very different.

The toilets were dirty. The showers were cold. Loud music blared from another group well past midnight. The only sea views on offer were from a small corner of the campsite that was overcrowded. The staff were rude and refused to do anything and, to top it off, the pitch they booked was waterlogged and unfit to use.

The family complained, but the manager told them: “No refunds. That’s just how camping is.”

They left after one night and drove home, feeling ripped off and disappointed.

The Millers now want to know if they have any grounds for a refund.

What should they do?

Gather evidence

Ideally, in a situation like this, always gather evidence.

• take photos or videos of the poor conditions

• keep any written communication (emails or texts) with the campsite
• write down what was promised on the website

Complain to the campsite in writing

• send a polite but firm email explaining the problem
• ask for a refund for the nights not stayed and for not receiving what was advertised

Escalate the complaint

If the campsite refuses, the Millers can:

• contact Citizens Advice for support
• write a review to warn others, keeping it truthful and fair
• consider claiming through your bank if you paid by credit or debit card under Chargeback or Section 75, if the cost was over £100

What are their rights?

Under the Consumer Rights Act 2015:

• services must be provided with reasonable care and skill
• what’s advertised must be accurate and not misleading

If services don’t meet these standards, you have the right to:

• ask for a refund, or
• request the service to be put right

Because the campsite failed to deliver what was promised, the Millers could possibly be entitled to some money back.

By gathering proof and knowing your rights, you can push for a fair outcome in situations like this one and help make sure others don’t have the same bad experience.