"It’s only just occurred to me to write a review here, as I had initially been liaising with Eurocamp directly. So, to be clear, this review is specifically for anyone considering staying at this resort via Eurocamp.
I’ll try to keep it relatively brief, although there is quite a lot to explain.
We stayed at the resort and was literally next door to the electrical substation.
The fire was frightening, particularly with young children with us. There was smoke around the accommodation and, following the incident, we lost electricity. This meant no air conditioning, no refrigeration and no ability to cook in what was supposed to be self-catering accommodation.
Temperatures were extremely high — in the 30s overnight and approaching 40°C during the day — and we spent two nights in those conditions.
We repeatedly contacted Eurocamp for assistance. The following morning, we specifically asked to be moved to alternative accommodation. We were told that there was no alternative accommodation available and that nothing further could be done at that point.
We subsequently contacted Eurocamp UK directly and explained the situation, including the fact that we had young children, no electricity or air conditioning and no clear certainty about when the problem would be resolved. We asked again about being moved.
The situation continued, and on day 3 there were restoration works and heavy machinery operating around the accommodation, which further affected our enjoyment and privacy.
Eventually, the local Eurocamp representative told us that we were free to leave the accommodation and that Eurocamp would refund us for the unused accommodation. We then arranged alternative accommodation ourselves for the family. We actually confirmed the conversation by email at the time because we wanted a written record of what had been agreed.
Despite this, Eurocamp subsequently initially refused to refund the third night, which is one of the issues now forming part of my ABTA dispute with them.
There is also the issue of food.
Because the accommodation was self-catering and we had no electricity, we couldn’t cook or properly use the fridge/freezer. We lost food from the fridge and Eurocamp has declined that part of the claim because I didn’t have the original receipt for the food shop. I have to say, who realistically keeps the receipt for an entire food shop while on holiday?
We also incurred additional food expenses because we couldn’t cook for the family. We retained and provided the receipts for those expenses, but Eurocamp has also declined to reimburse them.
I am currently in an ABTA dispute with Eurocamp regarding the overall situation, so I won’t prejudge the outcome. Eurocamp has made a settlement offer, but I do not currently consider it a reasonable reflection of what happened.
One thing I would strongly recommend to anyone who experiences a similar incident is to keep every receipt, photograph, email, WhatsApp message and record of every phone call. I have also made a Subject Access Request to Eurocamp for the personal data they hold relating to the incident, including the relevant telephone call recordings and customer-service records.
In particular, I want to establish what records exist regarding our requests for assistance and alternative accommodation, and what efforts were made to try to find somewhere else for us.
The site itself would probably have been a nice place to stay under normal circumstances, and I don’t want this review to be taken as criticism of the campsite for the fire or the resulting infrastructure failure.
My criticism is specifically of Eurocamp and how we were treated once the incident had happened.
When you’re on holiday with three young children, staying in accommodation next to a substation, and something like this happens, you expect the company you’ve booked your accommodation through to provide meaningful assistance and help find a solution.
Our experience was that we had to repeatedly chase for assistance and ultimately find our own alternative accommodation.
Based on our experience, I would personally book direct rather than through Eurocamp. I would also think very carefully before booking Eurocamp accommodation at this particular resort. The accommodation itself may be perfectly fine when everything is working, but for us, the real test came when something went seriously wrong — and that is where Eurocamp’s support fell well short of what we expected"
