Terry Stockford endured around 100 bed bug bites during a stay at Haven's Devon Cliffs Holiday Park in Exmouth, Devon, describing the experience as a 'holiday from hell'. The 43-year-old electrician was on a staycation with his fiancée Jemma Higgs, 39, and two of her children when the nightmare began.
Arrival and ant infestation warning
Upon arriving on Monday, July 13, the family was warned about an ant infestation in their caravan. Fearing the ants would spread, Jemma and the children slept in the family's seven-seater car while Terry braved the double bed. The next morning, he woke up covered in around 120 bites from bed bugs, which he said were 'absolutely everywhere'.
Relocation and further issues
The couple complained to reception on Tuesday, July 14, and were offered a refund and moved to a different caravan. However, Terry claimed the second caravan had stained pillows, a stained floor, cobwebs, and broken curtains. The family decided to stay because the children were sad.
Haven's maintenance team collected the family's clothes from the original caravan to wash them at high heat to kill the bed bugs. But when the clothes were returned, Terry said they had all shrunk, forcing the family to wear the same clothes repeatedly for the remainder of their stay.
Medical attention and extended stay
By Wednesday, July 15, Terry's bites became unbearably painful. He visited a local walk-in centre, where doctors reportedly said they had 'never seen bed bug bites like it in 40 years'. He was prescribed cream and antibiotics, but the medication made him unfit to drive. The family had originally planned to check out on Friday, July 17, but were forced to stay until Thursday, July 23, when Terry was fit to drive home.
Haven allowed the family to stay longer free of charge, offered a full refund for the £520 paid, and gave £200 worth of on-site vouchers. However, Terry said the ordeal left him and Jemma in tears, and they will never stay in a Haven caravan again.
Haven's response
Haven admitted pest control was called, confirming bed bugs and treating the room. They apologized and said they were unaware the family had slept in the car. The replacement caravan was a different grade due to park availability. A Haven spokesperson said: 'We are deeply sorry for the issues the family experienced during their holiday with us. As soon as these concerns were brought to our attention, we took immediate action to relocate the family to alternative accommodation. An independent pest control specialist has since inspected and treated the caravan. We have continued to provide a great deal of support to the family throughout their stay.'
