Great location, could be amazing but no customer service!

28 June 2025 at 07:46:25
First the good points
Great location just opposite train station from Paris Est.
Woodland settings were lovely in the evening sitting out on the decked areaoutside our caravan.
Great food from the snack bar, amazing pizza, burgers etc, always hot and well cooked.
Negative points
The Comfort Xl not... suitable for adults as was clearly stated on the booking form, our 2 adults friends could not make it at the last minute which was just as well, as they couldn't have slept on children's beds!
Accommodation is tired and worn , does not match photos on the website.
Pool area is not clean, rubbish, tissues and cigarette butts left and we never saw anyone cleaning or hosing down the area after or before the pool closed in the evening, the pool closes at 7pm but there's at least another hour or 2 of sun after that to be enjoyed and considering its not getting cleaned in that time even I have to ask why?
The pool itself has a very dirty green scum line all the way around where people have even graffiti their names into it. I worked in a leisure club in the past and its clear this scum line has not been cleaned for 6 months or more!
No toilet roll in poolside toilets at 11am in the morning.
Only saw someone test the pool water on the first day, resulting in the 3rd day the pool being out of use until 1pm in the afternoon which was not acceptable. We also were given several excuses why this was closed, one blamed a thunderstorm!
There was a total of 4 staff present each day, 2 animation staff, 1 bar staff and 1 snack bar cook.
Every day I had to ask for someone to come to the bar to serve as the bar staff member was elsewhere, this was met with indifference.
On one occasion I was stood at the bar, while 2 other members of staff sat right next to me chatting, I had to ask them to go and fetch the bar person!
The covered, decked bar area is also a mess, floor covered in dust and rubbish and tables not wiped down regularly, even by the next day.
On the 2nd day I had a notification that 1 Euro had been deducted from my credit card that I had booked the accommodation with.
This was not the same credit card that I had pre authorised for cleaning deposit.
Even though this was a small amount the staff did not seem to understand why I had a problem with this, I tried explaining because I did not authorise you to debit that card.
It had been done at the time of check in and it is my belief that a member of staff skimmed my details. The amount was listed as cancelled when I got home but still sure someone was trying to be fraudulent
To sum up, its a shame that poor cleaning, maintenance and staffing levels let the place down as the site could me amazing due to location.
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