A Spalding family who had a row with Disneyland Paris over accommodation has had their case highlighted on the BBC consumer programme Rip Off Britain.
Shaun and Amanda Matthews, whose 16-year-old daughter Phoebe suffers from spastic quadraplegia cerebral palsy, were angry with what Disneyland termed “miscommunication”, which left them with an inadequate bed allocation.
The family, also including Anya (15) and Ava (6), say they went to great lengths to ensure that there would be a bed suitable for cares to be carried out on Phoebe.
Three times Amanda got Holiday With Us Group to check with the park that the accommodation at Davy Crockett Ranch would be suitable, which the travel firm did.
The Matthews thought they were getting a double bed and four singles. However, they got a double and a set of bunk beds. Seating in the living accommodation was to be used as a fourth bed but was not a pull-out and did not allow access from both sides.
The family, of Meadway, was furious that the accommodation they thought they were getting doesn’t exist at Davy Crockett Ranch.
Disneyland Paris offered to refund £600 of the £2,000 cost of their holiday last May.
Amanda said: “I felt we should have been offered more but by that point I was exhausted with it.”
Her main gripe is with what she says is a lack of accommodation information on the website, which has not altered.
“It’s not just Disneyland – there are lots of other places which do a similar thing,” she said. “We wouldn’t have booked the holiday if we’d known. We can’t go back there as they can’t accommodate us.”
