How do I complain about Haven Holiday?

Pauline1975

At the end of July we went to Doniford bay in Somerset. To cut a long story short the chalet was absolutley filthy and smelly and with 3 children age 8, 6 and 21 months this was innappropriate and unhealthy. We complained but were told there was no other accomodation for us. Everything was wronmg with it from saggy, stained mattresses, to filthy floors, rusty cooker rings and broken grill which they gave us a filthy , greasy toaster with other ppls bits of toast stuck in it for a replacement. It ruined our holiday!!

I took photos of everything and filled in one of those questionnaires before we went home. Within a couple of days they had writtten to us asking us if we could tell them more as to why we were unhappy. I sent them a 6 page letter, photos included, outlining everything that was wrong. This was nearly 4 weeks ago and I have not had a reply yet!!

I never usually go in July as its so expensive for us but as my husband and I were celebrating our 10 year anni we thought we would save up and go then! What a disspoinment!! I cried my eyes out when I set foot in that chalet.

Does anybody know what I should do next? Should I wait a bit longer or send the complaint to the main office ( as they told me to address it to Doniford bay) do I ring up? I want at least half of what I spent on that holiday back and I don't want a voucher off another one!!

Any help would very much be apprciated!!! Thanks

Pauline

exup

I would phone up the local office and tell them you have had no response. Dont accept if they try to push you to the local haven again. and you can always (politely) threaten them with getting solicitors involved. Which if you have records and photos of the poor accomodation then you should have a good case for compensation.

edit:
as far as I am aware each Haven site has a direct number which you can ring instead of the usual local 0875 type premium rate . if you get in touch with the head office customer service desk they should be able to get it for you

yummymummy888888

This may not be what you want to hear but I had a very similar situation with our caravan in France with Siblu ( was Haven Europe).

I complained on arrival home (4pages) detailing the problems and how we were treated and a week later I got a letter saying they were investigating.

Weeks later a very full and thourough responce was recieved that left me in no doubt they had looked into every single detail of my letter and I got an explanation for each point I raised. Understanding our dissapointment was something they kind of missed though. Even so far as to suggesting we expected too much and were upset at the pitch/site/caravan because we were tired after a long journey. Patronising pigs.

The result.

£50.00 off our next holiday.

Wrote back stating I have no intention of ever using Siblu again so £50.00 discount no good. NO RESPONCE EVER RECIEVED