We booked, last January a two week break with Haven, or Bourne Leisure as they like to be called. This has to be high season due to the fact that one of the party can only have the last week in July, first week in August off, due to job constraints, and of course the dreaded - only take holidays in non-term time or be put in prison, threat.
We booked and paid for the "Supertents" at Perran Sands, Cornwall, as we have stayed in the tents before on the Isle of White. (Nodes Point - now Park Resorts)
Paid in full by credit card including the insurance and thought we would be ok.
The little five-year old had to have general surgery just before the holiday, and with the heat I rang both the park and head office to see if there were any caravans available as I thought I could keep him cooler and ensure that the wound would not become infected. They quoted us the full brochure price, on top of what we had already paid, i.e. and extra £1,300.00, making it £1,970.00, which we could not afford. The offers shown on the internet, of £665.00 for the 22nd and £719.00 for the 29th July - total £1384, (i.e. reductions)are not available if you go through the park or head office and it would not let you book on-line due to a fire and lightening strike at their head office damaging the computer system, and it would want immediate full payment, thereby charging us £2074.00 for two weeks holiday, self catering, in Cornwall.
In both cases I told the customer service people about the childs' surgery and the fact that the wound was weeping. It was not serious enough to cancel the holiday and his GP had cleared him to go away.
Having to stay with the tent option we just decided to take a large fan with us, Calpol, Calpofren and plenty of alcohol hand wash.
I rang the park direct again, speaking to Angela Kay (this is noted on their computer system) and asked specifically if the accommodation was satisfactory in full working order, and maintained. I explained that the little boy had undergone general surgery and did not want to arrive to dirty and ripped accomodation and facilities. Angela Kay assured me that there were no problems with the tents and they, and the facilities, were maintained to "the highest standard".
We arrived after a very long drive as we had been caught up in the traffic and taken plenty of stops as I have problems with my blood and previous DVT, arthritis and fibromyalgia, (alongside a few more bits) so we always make plenty of stops.
The tent was old and set in a sand dune. The site was overcrowded and private tents were set less than a couple of metres away. The toilets were broken and unsanitry. On opening the zip door the curtains were hanging down. Due to the soft plastic construction of the curtain rails and curtain hooks the curtains just fell down every time. The rubber clips to hold the bottom of the curtains to the tent sides were perished and broken. This meant that the tent was unusable in the day or evening as there was no way to ensure that the privacy of the women could be protected. We were warned not to walk through the dunes at night but it was OK for perverts and sex offenders to be able to look into the full tent whilst we, and the young child were undressing or slept. Several of the rubbers, that should hold outside flaps, covering windows, closed were perished and missing, making them flap about. The doorway was full of potholes due to it being set in sand. Thre were bare wires near the lights and the tent and a box containing all the crockery and cutlery, which was cheap plastic and so badly stained you would not have used it in a month of Sundays without risking infection, was completly infested with ants. There were ants crawling on the beds, the fridge, the table. You could not have brought any food into that tent without it being covered with ants in seconds. There was a shelf missing from the inside of the fridge and an alternative had no freezer door, which meant that the ice was two inches thick around the freezer compartment leaving about an inch for you to use.
We complained and were offered a chaltet for £310. We were given the key and drove to find it and there was a member of the entertainment team asleep in the front room. We went back to Reception and the girl, who had given us the key was told off as this was the top grade Chalet for 1 entertainer. We were given another key and this time it was a dirty, urine stinking dump, which contained beds for 4 people only, again for an additional £310.00. The sofas in the lounge did not convert so one of us was expected to go home or sleep upright. We asked the manager to come and smell the chalet and she shouted, "I don't need to, I have been there three times already this week." The last option they gave us was to go to Riviere Sands Holiday Park, which was another long drive, pay £690.00 and we would be given 1 weeks holiday for that. As for the second week we would have to go home. This was not an option, not only loosing a week of our holiday but also having to pay another £690 for the privilege, so 1 week with Haven was now £1380.00. They then said they would give us another tent and spray the ants, and if we did not accept that then they would do nothing more. We went back to the tent area and we were in the same tent. There was a well dressed woman trying, unsuccesfully to get the curtains to stay up. Another was repairing all the broken and damaged tent rubbers, usually 4-5cm thick with elastic bands?
One went to break the door off another freezer to try to fit it to our, but it was a different model. They brought two boxes of crockery and cutlery which were all stained, mismatched and only worth putting in the bin. On being asked regarding the ants, they stated they could not spray due to health and safety.
It was now nearing 9.30pm and the little boy was tired. We had no alternative but to find somewhere to sleep that would not be crawling with ants, or else we would have to sleep in the car.
We returned the following day and spoke to the customer service manager. We explained that we had not stayed and asked if they were willing to discuss the matter further. He said no and we will now re-let your tent today and keep the full payment of the holiday.
We collected our deposit of £20.00 and left the site.
We managed to find alternative accomodation inland for £800.00 for the two weeks in a Manor House. The lady was wonderful and made us all a meal when we arrived.
The little boy had no extras, as he would have had at Haven and the nearest beach was miles away.
I have now written to them twice and they offered nothing and then ignored the second letter, and have stated the person who to name on Court documents.
I contacted my credit card company and they said they did not cover holidays.
I want to take then to Court and I have all the photographs of the state of the accomodation.
Do you think I have a case?
I would give Ros Fernihough, travel law solicitor a ring. She gives free advice and has helped many on this site.
Tel :- 01922 621114
Good luck!
Tel :- 01922 621114
Good luck!
Thanks - have taken her number and will ring tomorrow.
My advice to anybody thinking of booking with Haven is don't. Whatever they offer you for booking early for next year you will still get a better price last minute. Ours, despite booking and paying in full in January including all the discounts, was £200 cheaper two weeks before we went away, and this was the top of the peak season. They had so many holidays left that the prices drop. The people who book last minute always get the better quality caravans than the people who book early.
To me if a company is providing a good, high quality, reasonably priced service, that is exactly what the public want, then they would not need to be offering holidays for £9.50, they would be completely full.
We could never go on these £9.50 holidays when the child was younger as he had so many illnesses, allergies and immunity problems. By the time we had paid to upgrade it was cheaper to book direct.
We booked a Character caravan, one year, as dogs were not allowed and it said they were all sited together. We thought great, all the children will be in a safe enclosed area, with no barking dogs, as both the little one and my 23 year old daughter are scared of dogs. We arrive and find it is a new character caravan they have just stuck between all the other ordinary ones. It had obviously had a dog in as the seats and carpet were full of dog hair and this is when we were told that Haven do not check, they expect people to be honest. (Would you be honest when they charge £40.00 per week for you to take your dog with you?) In the caravan next door the residents, on a £9.50 break, had a pit bull and a jack russell. They would not move us as they had nothing free.
Used to have about five Haven breaks per year, between a week and a fortnight every school holiday. Even looked at buying our own this year and just had to choose the site. From now on Haven can forget it. We are going abroad next year, its cheaper, better and the sun is guaranteed.
My advice to anybody thinking of booking with Haven is don't. Whatever they offer you for booking early for next year you will still get a better price last minute. Ours, despite booking and paying in full in January including all the discounts, was £200 cheaper two weeks before we went away, and this was the top of the peak season. They had so many holidays left that the prices drop. The people who book last minute always get the better quality caravans than the people who book early.
To me if a company is providing a good, high quality, reasonably priced service, that is exactly what the public want, then they would not need to be offering holidays for £9.50, they would be completely full.
We could never go on these £9.50 holidays when the child was younger as he had so many illnesses, allergies and immunity problems. By the time we had paid to upgrade it was cheaper to book direct.
We booked a Character caravan, one year, as dogs were not allowed and it said they were all sited together. We thought great, all the children will be in a safe enclosed area, with no barking dogs, as both the little one and my 23 year old daughter are scared of dogs. We arrive and find it is a new character caravan they have just stuck between all the other ordinary ones. It had obviously had a dog in as the seats and carpet were full of dog hair and this is when we were told that Haven do not check, they expect people to be honest. (Would you be honest when they charge £40.00 per week for you to take your dog with you?) In the caravan next door the residents, on a £9.50 break, had a pit bull and a jack russell. They would not move us as they had nothing free.
Used to have about five Haven breaks per year, between a week and a fortnight every school holiday. Even looked at buying our own this year and just had to choose the site. From now on Haven can forget it. We are going abroad next year, its cheaper, better and the sun is guaranteed.
Wow, that's shocking.
Never pay anything extra (like they wanted to move you to another location). It's their responsibility to provide you with accomodation that is consistent with what you paid for and what they advertised. Absolutely take them to court but you might not need to. You could write and give them the usual 28 days to give you a full refund or you will be taking legal action and will be claiming compensation on top of the full refund for the holiday (I'm sure you could claim emotional distress, inconvenience, etc., particularly as they were made fully aware that your son required hygenic facilities). Also, I can't believe that Haven could legally "re-let" your tent when you had already paid for it and they wouldn't give you a refund. That sounds highly questionnable and I suspect they broke the law somewhere there. What's the difference between that and you paying for a hotel room for a week and, after 1 day, the hotel telling you they are giving your room to somebody else, won't be giving your a refund and you'll be left to your own devices after that? You paid for the service, they didn't honor it, so I'm sure it would be a no brainer for a small claims court to award you compensation.
But yeah, contact Ros first and see what she says. The level of customer service Haven showed you is appalling.
Never pay anything extra (like they wanted to move you to another location). It's their responsibility to provide you with accomodation that is consistent with what you paid for and what they advertised. Absolutely take them to court but you might not need to. You could write and give them the usual 28 days to give you a full refund or you will be taking legal action and will be claiming compensation on top of the full refund for the holiday (I'm sure you could claim emotional distress, inconvenience, etc., particularly as they were made fully aware that your son required hygenic facilities). Also, I can't believe that Haven could legally "re-let" your tent when you had already paid for it and they wouldn't give you a refund. That sounds highly questionnable and I suspect they broke the law somewhere there. What's the difference between that and you paying for a hotel room for a week and, after 1 day, the hotel telling you they are giving your room to somebody else, won't be giving your a refund and you'll be left to your own devices after that? You paid for the service, they didn't honor it, so I'm sure it would be a no brainer for a small claims court to award you compensation.
But yeah, contact Ros first and see what she says. The level of customer service Haven showed you is appalling.
We had a bad experience with Haven on a short break in October last year but they did move us to another caravan which was excellent compared to the one they had put us in. I think if anyone is considering booking a holiday on a Haven site, it would pay to book privately owned caravans, you get to use all the facilities and accommodation is far better and cheaper.
I hope you get a good result from this sick note, keep us updated.
I hope you get a good result from this sick note, keep us updated.
Gave have the 28 days and they replied with;
I was very sorry to hear that you had reason to complain about your accommodation, as advised in your recent correspondence, during your holiday at Perran Sands.
1. They had an immediate complaint to the touring reception, where I was told, because I had telephone to check the accommodation prior to arrival, that I had complained before I arrived!
2. They had another immediate complaint to Reception.
3. They had a third complaint to the customer care manager on the Sunday.
4. They had a complaint to head office on the Monday, as they are shut at weekend.
5. Head office rang us, whilst we were eating in a restaurant, on the Monday to confirm the comlaint.
6. We did not have a holiday at Perran Sands - we did not stay!
Cleanliness and Hygiene issues are of paramount importance in all Haven Parks, as this reflects the impression of the Park and its reputation and I would like you to accept my sincere apologies, as we have not met with your expectations on this occasion. The comments you raised have been passed on to our accommodation manager, to address this matter with his team and reiterate to all members the importance of ensuring our standards are maintained. He also wishes to express his sincere apologies to you for the inconvenience you have been caused. I have noted you complaints and would like to offer my apoligies. I have raised the matter of cleanliness with the Acommodation Manager and the touring manager.
Our location , positioned on the cliff tops and close to the seaside, boasting such wonderful views of the coas and surrounding areas means that sometimes we unfortunately have a problem with ants. They do unfortunately make their way into units of accommodation. This is even more so when you are staying in a tent in the Sand Dunes. (Had they told us this before, and the fact that although they are fully aware and acknowledge the problem, they are going to do nothing about it. We could at least have come prepared with ant spray/powder if they had told us in the first place instead of being inaccurate.)
If each one of our piches has an occupancy of four guests, (this is even though their own tents hold 6) we have close to 1,500 people using the touring pitch at any one time. With such a large nimber of guests using the site, the cleanliness will deteriorate quicker than say that of a normal public toilet. (Now wait for the next bit) Each toilet and shower block is closed for an hour each day where a through clean is ensured. (So although they admit that their toilets get more dirty than a nornal public toilet, they only clean them once a day. This is with up to 344 numbered pitches (not counting any that are placed on un-numbered pitches) at 4 per pitch = 1376 guests, and if each should contain 6 per pitch, or more, then 2064+ guests using toilets that, although they get much more dirty than a normal toilet, they only clean once a day. Be warned you also shower in these toilet blocks - a lovely place to take your baby or child.)
Although the chalet you were originally offered was being used by the evening cabaret team, who also need to have accommodation in order to provide the entertainment, you were offered another chalet and a week at Riviere Sands.(not as well as) I am sorry that none of these options were viable for you, but it does seem that the Reception Team made every effort to accommodate your needs. (no mention of the chalet being 4 bed - no mention of the loss of 1 weeks holiday - no mention of the demand for extra money i.e £310 for the 4 bed chalet or £690 for 1 week at the other camp - no mention of any refund for the loss of one week of our holiday)
I am completly of the understanding that we had provided you with what was booked. The concerns you have raised seem to be ones that could have been rectified if you had given us the opportunity. (obviously two days was not sufficient time and I should have given them the fortnight) We also offered you alternative accommodation, which you declined.
I have noted your request for compensation and will not be adhering to your said request.
After this we sent the - I am therefore writing to inform you that unless I receive satisfactory proposals for settlement of my outstanding claim within 14 days of the date of this letter, I intend to issue a summons against you in the county court.
This was sent on the 24/8/2006.
Haven, or Bourne Leisure, have not replied to this. On checking delivery, even though I sent it recorded, I was told to send the summons to Howard Rawlings - guest relations department.
Haven have no intention of offering anything.
P.S. If you have the Haven brochure - first edition, look at page 180-181
Haven state that "Our brochure has pictures of the area around our park and shows a family climbing up a sand dune to the park.
This picture is not listed as part of the park. There is no big sign saying "This way to the park" and the picture shows the family leaving a beach, although the beach is not named. We are meant to gather the information that we will be dumped, with a knackered tent, in a sand dune from this picture?
P.P.S. We got the "Thank you for choosing to stay with us, it has been a pleasure to have your company." "Nothing motivates our team more than a 'pat on the back' for a job well done." - no wonder the 'Team' had so little motivation then!
I was very sorry to hear that you had reason to complain about your accommodation, as advised in your recent correspondence, during your holiday at Perran Sands.
1. They had an immediate complaint to the touring reception, where I was told, because I had telephone to check the accommodation prior to arrival, that I had complained before I arrived!
2. They had another immediate complaint to Reception.
3. They had a third complaint to the customer care manager on the Sunday.
4. They had a complaint to head office on the Monday, as they are shut at weekend.
5. Head office rang us, whilst we were eating in a restaurant, on the Monday to confirm the comlaint.
6. We did not have a holiday at Perran Sands - we did not stay!
Cleanliness and Hygiene issues are of paramount importance in all Haven Parks, as this reflects the impression of the Park and its reputation and I would like you to accept my sincere apologies, as we have not met with your expectations on this occasion. The comments you raised have been passed on to our accommodation manager, to address this matter with his team and reiterate to all members the importance of ensuring our standards are maintained. He also wishes to express his sincere apologies to you for the inconvenience you have been caused. I have noted you complaints and would like to offer my apoligies. I have raised the matter of cleanliness with the Acommodation Manager and the touring manager.
Our location , positioned on the cliff tops and close to the seaside, boasting such wonderful views of the coas and surrounding areas means that sometimes we unfortunately have a problem with ants. They do unfortunately make their way into units of accommodation. This is even more so when you are staying in a tent in the Sand Dunes. (Had they told us this before, and the fact that although they are fully aware and acknowledge the problem, they are going to do nothing about it. We could at least have come prepared with ant spray/powder if they had told us in the first place instead of being inaccurate.)
If each one of our piches has an occupancy of four guests, (this is even though their own tents hold 6) we have close to 1,500 people using the touring pitch at any one time. With such a large nimber of guests using the site, the cleanliness will deteriorate quicker than say that of a normal public toilet. (Now wait for the next bit) Each toilet and shower block is closed for an hour each day where a through clean is ensured. (So although they admit that their toilets get more dirty than a nornal public toilet, they only clean them once a day. This is with up to 344 numbered pitches (not counting any that are placed on un-numbered pitches) at 4 per pitch = 1376 guests, and if each should contain 6 per pitch, or more, then 2064+ guests using toilets that, although they get much more dirty than a normal toilet, they only clean once a day. Be warned you also shower in these toilet blocks - a lovely place to take your baby or child.)
Although the chalet you were originally offered was being used by the evening cabaret team, who also need to have accommodation in order to provide the entertainment, you were offered another chalet and a week at Riviere Sands.(not as well as) I am sorry that none of these options were viable for you, but it does seem that the Reception Team made every effort to accommodate your needs. (no mention of the chalet being 4 bed - no mention of the loss of 1 weeks holiday - no mention of the demand for extra money i.e £310 for the 4 bed chalet or £690 for 1 week at the other camp - no mention of any refund for the loss of one week of our holiday)
I am completly of the understanding that we had provided you with what was booked. The concerns you have raised seem to be ones that could have been rectified if you had given us the opportunity. (obviously two days was not sufficient time and I should have given them the fortnight) We also offered you alternative accommodation, which you declined.
I have noted your request for compensation and will not be adhering to your said request.
After this we sent the - I am therefore writing to inform you that unless I receive satisfactory proposals for settlement of my outstanding claim within 14 days of the date of this letter, I intend to issue a summons against you in the county court.
This was sent on the 24/8/2006.
Haven, or Bourne Leisure, have not replied to this. On checking delivery, even though I sent it recorded, I was told to send the summons to Howard Rawlings - guest relations department.
Haven have no intention of offering anything.
P.S. If you have the Haven brochure - first edition, look at page 180-181
Haven state that "Our brochure has pictures of the area around our park and shows a family climbing up a sand dune to the park.
This picture is not listed as part of the park. There is no big sign saying "This way to the park" and the picture shows the family leaving a beach, although the beach is not named. We are meant to gather the information that we will be dumped, with a knackered tent, in a sand dune from this picture?
P.P.S. We got the "Thank you for choosing to stay with us, it has been a pleasure to have your company." "Nothing motivates our team more than a 'pat on the back' for a job well done." - no wonder the 'Team' had so little motivation then!
Sorry. First line should read - Gave Haven not Have
I second the advice to contact Ros - immed.
Don't try to take this case through the County Court yourself - get professional advice beforehand.
You might well have a case against your credit card company. Contact them again and firmly, but politely remind them of their obligations and responsibilities to YOU. These can be summed-up as:
Request a refund of the entire holiday cost from the credit card company (presuming you paid them more than £100) pending their discussions with Haven. Recovering your additional costs must be from Haven and not your CC company and would likely require a court case - perhaps not worth the hassle for that element.
The above is only my suggestion and should not replace the need for you to contact Ros on 01922 621114.
Please keep us informed as to the outcome.
Mike
Don't try to take this case through the County Court yourself - get professional advice beforehand.
You might well have a case against your credit card company. Contact them again and firmly, but politely remind them of their obligations and responsibilities to YOU. These can be summed-up as:
Section 75 of the Consumer Credit Act 1974 states that the lender of money for a purchase is jointly responsible with the seller for the purchaser getting the goods or service purchased, or receiving a full refund if they do not receive the goods or service.
Request a refund of the entire holiday cost from the credit card company (presuming you paid them more than £100) pending their discussions with Haven. Recovering your additional costs must be from Haven and not your CC company and would likely require a court case - perhaps not worth the hassle for that element.
The above is only my suggestion and should not replace the need for you to contact Ros on 01922 621114.
Please keep us informed as to the outcome.
Mike
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