made a complaint to haven should i just accept written apolgy

nutty1

we went to haven thorpe park and wasn't happy wrote to head office and got a written apolgy, but don't know if thats enough.
it started when we got there i had requested a caravan near everything as we have no car, they said i hadn't rung them,as wasn't on computer, so the caravan we got was a 15min walk from everything and they said said all other caravans where full.
second they only had one key to caravan, and has there was 4 adults we needed 2,they said come back day after we'll have one cut, went back they said come back day after that as the key cutter wasn't there, went back again they said leave key with them and they would do it, left it with then 3 hours went back still not done,they said they'll ring us day after never rang, with 4 adults sharing key we all had to keep meeting to let each other in.
head office said caravans usually only have 1 key and don't usually give others out, but i know this is not the case as we went to devon cliffs and had 3 keys for the 6 adults.and if is now the case why did reception keep tell us to come back.
we paid for a top of range caravan that doesn't allow pets but we was near other caravans with dogs, again told reception as i really don't like dogs but told nothing they could do, head office just said all range of caravans mixed around camp.
so with having to keep meeting up for key, walking the 15min walk to baths, bar etc, and having dogs around us was a rubbish holiday.
first time i've had to complain to them and have been going to haven for about 5 years.

dmg24

I'm not sure what more you want them to do?

The location of the caravan was never guaranteed - yes, they should have noted your request, but even if they had, it would have been based on availability.

Many caravan parks/ hotels etc only issue one key - this is to ensure that they know how many they should be getting back. The offer of an additional key would just have been a courtesy.

Your comment about the dogs would no doubt have caused a good laugh at head office. You went to a caravan park - did you honestly expect there not to be dogs nearby? :rotfl:

nutty1

i understand the issue of one key but the office shouldn't of said keep returning for additional one and just said thats all you can have.
and the dog issue, i have been to numerous caravan parks and not been bothered with dogs before,and pet free caravans should be away from caravans with pets seeing that they cost a lot more

dmg24

Yes, the key was an inconvenience, but they were trying to help (albeit rather unsuccessfully!).

Do you seriously expect a 'pet free' area? Your idea of this type of holiday is from reality.

Again, what do you actually want them to do?

Mum_of_3_3

A 15 minute walk isn't very far, unless you are disabled & have difficulties walking. Even if I had a car on site I still wouldn't use it to drive the distance you can walk in 15 mins!

As far as a no-pet caravan goes, yes they are more expensive, but that's because they don't stink of dog or have dog hairs in them which can cause allergies in some people! Maybe next time you should pick a holiday park that doesn't allow dogs?

I would accept the apology & choose a different park next time.

M_o_3

chinagirl

Hope your not put off by the offish replies. I think you have valid complaint regarding the handling of the key. They did mess you about a bit. (Personally I would have arranged to leave the key under a stone below the caravan, something we have d one, when our eldest son and his friend wanted to go off by themselves on our holiday.)
The pet-free caravan, was just and only that. There was no guarantee for a pet-free zone in the park, it just means no dogs in the caravan, so no pet hairs/smells. Well worth paying the extra for imo.
The 15 minute walk must have been a pain, and I think you have a point there, as you rang and requested a caravan nearer the amenities.

sammy_loves_danny

Unfortuantly i do think the nation has grown into a culture of thinking that complaining will get them something for free. Saying that Haven have a high rate of complaints from their customers and often give away vouchers etc.

As for dogs being around you, all Haven parks have 'Owners' of static caravans on site who are allowed to bring their dogs with them, they pay their site fees, pay a nice chunk for a caravan so should well be allowed to bring their pet!

This is HAVEN after all teh same people who let those caravans on those parks for £9.50!!!

Eagle_1

Id accept the apology, i think thats enough to be honest.

Re dogs, we recently went to Golden Sands and wont be going back again. Caravan two doors down had a dog, started barking around 7:30 on the morning . The dog barked everytime someone walked past and it got really annoying so for that reason alone we wont be returning to Golden Sands and from now on we will be trying to find sites which do not allow dogs.

sammy_loves_danny

Be careful because when they sell holidays the DO NOT accept dogs but if you ask a salesman selling caravans to buy there then they DO allow dogs! Sneaky!