Anna Roberts, 50, from Wythenshawe, claims her family holiday at Haven Marton Mere Holiday Village in Blackpool was ruined after her 12-year-old daughter Ella was ordered out of the swimming pool due to her swimwear. The incident occurred between June 5 and 8, while the family, including her partner, three children, and two dogs, were staying at the caravan park.
Lifeguard Intervention
Shortly after entering the pool, a lifeguard approached the family and requested Ella leave the water. Ella was wearing a swim T-shirt and shorts, chosen for comfort due to her sensory needs. Anna said: "She was only in for a few minutes and then we were asked to get out." The clothing was purchased from the swim section and intended as suitable swimwear to help Ella feel at ease.
Family's Frustration
Anna explained that she assumed the attire was appropriate and that her daughter required it for sensory reasons. She told staff: "I just said this is what she can wear, it's what she is comfortable in." The family was informed that alternative swimwear could be bought on-site, which they found exasperating given they had already paid for pool access. Anna noted no signs were visible indicating acceptable swimwear before entering.
"It felt really unfair, especially because we'd already paid for the pool," she said. The family also claimed other children in the pool were wearing similar attire, including T-shirts and shorts, and that Ella was in the shallow end next to them, not swimming.
Complaint and Response
Anna raised the issue with staff immediately but felt little assistance was provided. She was told someone would contact her later. After the holiday, she lodged a complaint at reception and received a £50 voucher, along with confirmation that the issue was forwarded for investigation. She said she was let down by the response.
A Haven spokesperson said: "We are sorry that the accommodation did not meet our usual high standards and have since spoken to the guest to apologise. We encourage guests to make our team aware of all issues immediately so that we can rectify them. Our lifeguards work hard to ensure all guests remain safe when using our facilities. For safety reasons, anyone entering the swimming pool must wear appropriate swimwear and everyday clothing is not permitted in the water."
Anna concluded: "I don't want another child to go through what Ella went through. I just think it's wrong, it's supposed to be for families."
