On holiday and found out we are in somebody's private accommodation!

[reallifeboogie]

We are on holiday in the UK on a caravan park. Parkdean site. On arrival, went to the reception and was given our keys and told where our caravan is. All good. Caravan is much nicer than expected with some lovely personal touches that didn't expect such as pictures on the walls, blankets in a basket for sitting outside on the decking.
This was a cheap caravan booked through the Suns £9.50 offer.

There are dvds and children's games, cleaning products under the sink and other things that we presumed previous people had left behind.

Last night around 9pm a car pulled up (we are parked in the space for this caravan) and an irate couple got out and came to the door demanding to know why we were in their caravan. Assumed some mix up and they were guests in another caravan, and had got confused as the site is massive.

Long story short, turns out this is their own private caravan that they own and occasionally rent out to friends and family!

As it was late, reception was closed. Security guard intervened and the owners allowed us to stay the night and they would find a b&b.

At 8am they were back and we've packed up and left the caravan. Reception opened at 9 and all we are getting is "there has been a mix up"
We now have nowhere to stay until Saturday. We will go home but going cost us as we're on isle of wight so need sort ferry.

The caravan owners are trying to blame us and want us to pay for a deep clean and towards use of the gas etc we've used! They said surely we could see it was a private caravan.

Also, why would the park have keys to someone's private caravan? Because they wouldn't, that just doesn't make any sense.

There may be times they need emergency access to a van, such as water leaks etc. Or they might hold a set because friends and family could travel from all over, and it's not always possible to meet up and give them keys directly.

That must be really upsetting for both you and the owners but the owners are being very unreasonable trying to hold you responsible in any way. The site admin people who gave you the keys are responsible and they should ve paying the owners for a deep clean, used gas etc and should also be paying for you to continue your holiday (at a B&B if they don't have an available caravan) - neither you nor the owners should be out of pocket here.

We have a static caravan and our site has a copy of our key in case they ever need to access when we're not there.

And Park Dene are shite so I'm not surprised.

I would assume the park was renting it out behind their back if they didn’t know unless they hold keys for friends and family.

100% the site have to pay for your hotel and you don’t pay the owner!

But equally upsetting for the owners if they don’t rent it out/have their private stuff but they should be directing their anger to the site not you

I didn't realise this was standard but surely if it is these keys aren't kept in the same place as the keys for the park owned carvans? So still not entirely sure how this would even happen?

Don't leave, go back to reception and refuse to leave until it's proper sorted.

I have stayed at several sites where private caravans are rented out by the site, the keys were collected at reception in the usual way. I would imagine even if you only rented to friends and family that the site management would keep keys for convenience/cleaning/emergencies.

Hope you can sort something out OP

I've just done a search on Parkdean and they have three sites on Isle of Wight, all are showing as having caravans available tonight.

So not sure why they are saying nothing available??

Stand firm op. You owe no money. You are owed a big apology and another caravan.

Probably because the others would cost more than the one the Op booked and they're trying to avoid paying out?

That’s shocking! Make sure you give the manager a right rollicking OP - gan on lass!

I'd be pissed that the park aren't taking this seriously. So I'd go in on the safety of this. What if there were cameras in the private van? Are the electrics checked? Gas Fire? Insurance?

Wow - that’s a big balls up on Parkdean’s part. Hopefully you can get it sorted and don’t let them fob you off.

This is not your fault. You used the caravan you were given keys for. Don't accept any responsibility and keep telling the owners that the park gave you the keys so take it up with them.

If the park had you booked then if they gave you the wrong keys, 'your' caravan is currently empty, right? After all, it was allocated to you. So why would you not be able to go straight into it?

You need to ask them where the caravan you booked is because you'll go there right away.

If there isn't one then that does indeed mean they've been scamming people, which you should highlight.

"Surely the owners wouldn't find a B&B if it were their own private caravan? I know I wouldnt."

I think I would. I wouldn't turf a strange family out and then move straight in.

I would want it deep cleaned first - but at the expense of the park, not the OP.

OP- this is dreadful. Don't go anywhere. It is term time, you will get a caravan. I would be asking for a full refund as well. That's beyond horrific.

It's either a scam or they gave you the wrong keys and do have a caravan for you. Don't know how there could be an alternative?

Yes Parkdean do this - I've stayed in one which had a private owner but they let it out though Parkdean when available so in effect it's indistinguishable from the Parkdean ones (had nicer stuff in though!)

Parkdean screwed this up, unless the owners made a mistake with dates, admin etc.

Many years ago my parents had a static caravan on a site - the site owners had to have a key as they did basic maintenance checks such as turning on/off water gas and electric at the start and end of the season. Even a small water leak from frozen pipes would ruin a caravan in no time. They also had a handyman who would do any repairs etc.
Also I imagine they have to have access to ensure evacuation if there is an emergency such as a fire in a neighbouring caravan or a big flood.
Also some sites do have arrangements with owners to rent out their caravans to offset the site costs but this is by owners choice. So I imagine that either they mixed up the numbers in their booking system (most likely) or have been secretly renting out the van without the owners permission.
Anyway this is the site’s responsibility to sort and not yours.

No way should you go home OP. They must find you a new lodge and upgrade you if possible!

Or maybe one of the family/friends is renting it out secretly.

Which park are you at? You're out of school hols, if you can get a refund I'm sure we can find somewhere else. (Am on the IoW myself.)

Waiting for your update - surely you'll need to claim back your ferry travel costs too?
But I'm not sure who from - maybe post this in legal.

This must be so awful for you and your family, OP.
But you have done absolutely nothing wrong, you were given the keys and went to the caravan in good faith. You could have had no idea it was privately owned and looking at others' responses here it could have been let out quite legitimately.
It seems to me you are owed many apologies and serious compensation.
I sincerely hope it works out well for you and in case it doesn't I would be talking about review sites, letters to head office/CEO, the local press and to national newspapers' consumer champions.

Your contract is with Parkdean, you have paid them for accommodation for the period, they need to provide you with that, and compensate the owners of the caravan that you should not have been allocated. I am sure the owners of the caravan are furious, but you are not at fault here. I wonder how many times they have let out their caravan 😱. Hope you get it sorted out.