In July this year we stayed at Camping Castell Montgri and it was the Holiday from Hell. We arrived on site after 10.00pm so reception was closed but the man on the gate had an envelop for us which had a plan of the site with our caravan clearly marked, the man was very helpful and in with the little English he had did his best to welcome us and ensure we found our caravan.
We had booked our holiday with keycamp and a letter from there rep. advised us that they would call the next morning to welcome us. No one called, and this failure by them was to lead to a lot of trouble.

2 nights later at about 5.00pm as we were driving back on to the site security stop us and refused us entry as we had no pass, no one had ever told us about a pass so we went to reception they were very unhelpfull and told us to call back the next day as none had been printed for us. The security man when we told him stormed into reception and came back out with a car sticker stuck it on and through we went. Later i went down to reception to complain about the above incident and after alot of confusion they pint out 5 tickets and did not explain what they where.

That night my son and his 2 cousins celebrated his the 19th birthday of his cousin and on the way back to the caravan tried to throw him into the pool but he dodged the move and it was his sister who ended up in the pool, my son as he was pulling her out was also pushed into the pool and his cousin fled back to his caravan. as my niece and son walk back to the caravans her shoes kept sliping of so they stop at a wall were my son held here remove the shoes when they grabed by security my son was marched back to my caravan while my niece was marched back to the pool, at my caravan the security guard demanded my sons passport and when i appeared starting shouting in spanish eventually he went to my card and started pointing at the tickets i had received earlier he took them and walked of.

Next morning i went to keycamp to complain they wanted nothing to do with me and told me it was a camp matter and i had to go to reception, at the reception a Girl called Maria told me my son and neice had to be of the site with in 3 hours when I asked why she told me it was camp policy, when i asked what policy I was told it was on my pass and it had benn explained to me on arrival. when I explain that on arrival I had only been met by the gate man and he had told me very little, she then said it was keycamp who should have told me, when i asked what it was i should have been told it was that the poll closed at 12.30am and that any one found it the pool between 12.30am and 10.00am would been thrown of the site. When we explain no one had told us this and that the kids had not been swimming but thrown in by their cousin she did not want to know any only when point out that my neice was under 16 did she then allow her to stay but i had to find accomodation elsewhere for my son because he was over 16.

When i returned home i contacted keycamp who said i was lucky as the year before the security guards patrolled the site with guard dogs. After a lot of discusions they offered me half the cost of the accomodation for my son but nothing can offset the fact that every day we had to leave the site to feed him and look after him and therefore we could not use the site facilities for which we had paid.