A family from Wythenshawe has spoken out after their 12-year-old daughter was left distraught when she was asked to leave a Haven swimming pool in Blackpool because of her choice of swimwear. The incident occurred during a break at Haven Marton Mere Holiday Village between June 5 and 8, when Anna Roberts, 50, was holidaying with her partner, three children, and two dogs.
Accommodation Issues on Arrival
The family said problems began immediately upon arrival at their caravan. They reported the accommodation was below standard, with cleaning staff still present when they arrived. There was also an unpleasant smell, and the overall condition fell short of expectations. 'It just didn't feel like it had been properly prepared for us,' Ms Roberts said.
In a separate incident, Ms Roberts' 15-year-old son, Kai, cut his lip on a chipped drinking glass left inside the caravan. 'There was a broken glass left in the cupboard and my son actually cut his lip on it. It was just really disappointing,' she said.
Swimming Pool Incident
The most significant issue occurred at the swimming pool. Ella was wearing a swim T-shirt and shorts chosen specifically for comfort due to sensory needs. Shortly after entering the pool, a lifeguard approached the family and asked Ella to leave the water because of what she was wearing.
'She was only in for a few minutes and then we were asked to get out,' Ms Roberts said. She explained the clothing had been purchased from the swim section and was intended as appropriate swimwear to help her daughter feel comfortable. 'I just said this is what she can wear, it's what she is comfortable in,' she added.
The family was told alternative swimwear could be purchased on-site, which they found frustrating as they had already paid for pool access. Ms Roberts also noted there were no signs regarding appropriate swimwear before entering the pool. 'It felt really unfair, especially because we'd already paid for the pool,' she said.
Impact on the Family
Ms Roberts raised the issue with staff immediately but felt she received little help and was told someone would contact her later. This experience influenced how she dealt with other issues; she chose not to raise concerns about the caravan in person and instead reported them online after returning home.
The family believes Ella was singled out, as they saw other children wearing similar clothing in the pool. Ms Roberts said: '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.'
Haven's Response
After the stay, Ms Roberts made a complaint and received a phone call offering a £50 voucher, with the matter passed on for further review. She was disappointed with 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.'
Regarding the pool incident, the spokesperson added: '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.'
