We were returning and loyal customers having booked with them previously with our young family. We booked into a resort called Canterbury reach & they put us in lodge number 3 , which was as we expected and upto the standards we required. Now here is where I am fuming with both the lodge owners themselves and especially this Hoseasons company. Our kids bedroom had the worst smell of urine and ammonia which we discovered quickly came from a 1.5ft very damp stain on the carpet at the end of the bed. It was toxic and pungent beyond belief. We complained immediately as honestly nobody besides an animal ( which obviously caused this) could sleep in the room. The maintenance guy came and when he entered the room his face dropped with the overpowering smell hitting him. They sent cleaners again but it did nothing to remove it as it was just that bad. We complained again and the next day they once again tried to remove it, but in my opinion it had now seeped deep into the fabric and the floor underneath itself!! Our 4 year old wouldn’t sleep in the room and so caused a huge issue for us having only 2 bedrooms. I asked for some sort of compensation as a returning customer and as they had charged £570 for this 3 day break but they called me today and declined to do so ! I will never use this company again and will happily tell others how we were treated leaving children to sleep in a room which resembled a dirty dog kennels. Quite a disappointing and alarming experience especially over the Christmas period. Overall it’s been a terrible customer experience from what we thought would be a company we would continue to spend with 2/3 times a year.