Haven Holidays Berwick-upon -Tweed

System

always check trip advisor before booking anywhere ,at least then you have an idea of what you will be getting.

woody01

Hopton 66% recommend

By that logic, a third of people that went there would not recommend it. I don't think many of us would book with that kind of stat in mind.

cyclingyorkie

we went about 10 years ago - sounds like it hasn't improved!

good luck - let us know how you get on!

qetu1357

woody01 wrote: »

By that logic, a third of people that went there would not recommend it. I don't think many of us would book with that kind of stat in mind.

Not true.

66% actively recommend.

For example, the Ritz in London has 74% recommend.

I think you will be had pushed to find many places on TripAdvisor that is more than that recommended.

The point I was making was that people actively recommend Hopton and activiely do not recommend Berwick.

I have been to Hopton and it is fine.

jess_the_cat

Hi Just a comment.
we have been on holiday with haven since before our son was born and have stayed at a number of haven sites and stayed at berwick over 12 times in the last 3 years and have booked for 7 nights on friday and a 4 day short break at the end of the 6 weeks and the october half term . :j

The only complaint,s we have had in all this time was noise , we complained and we were moved no probs. and we needed a bakeing tray .
As a family we love this site i can park the car and leave it for the week every thing we need is walking distance morrisons ,aldi ,macdonalds and the town centre . Thats if we get a chance to leave the site.

Hannah_10

Having once upon a time been the customer care manager at a Haven site I can tell you you will get a reply, all complaints sent as letters either to the park or to head office should be responded to under company policy.

Addressing it to the director of the massive group that is Bourne wont get you any more clout, it is simply wasting time while it gets passed back to complaints in Hemel Hempstead or the customer care person at the park.

People have a common misconception that ranting and raving and making all manner or fuss gets you greater results when complaining but they forget that the people you're complaining to are people. I don't know about you but when people are hell bent on making my job as difficult and unpleasant as possible then I don't tend to feel especially inclined to bend over backwards for them! If your complaint is valid then it will stand alone on its own merits and there is no need to make a drama out of it. Phrases like "partialy dismantled POW camp" are exadgerations and detract from the serious point you were making, not enhance it. In writing long letters to the director of Bourne in exadgerated language after you've left the park, instead of going to reception and seeking a resolution at the time of your stay you've made yourself look less credible, and therefore have probably got the opposite effect to the one you were trying for.

In all liklihood you'll get offered a discount off your next Haven Holiday and an appology that the park did not meet your expectations from whomever at the park is tasked with customer care, or from someone on the minimum wage at Hemel. The added bile you took so much trouble to pour in will have gained you no advantage, if anything it will have slowed the processing of your letter down.

Not meaning to sound condescending here at all, but there is an art to complaining for best results. It doesn't just apply to Haven, it applies everywhere. Be polite, stick to the point, make clear what kind of resolution would make you happy and address it to the dedicated department that deals with complaints. You'll get further.

isplumm

Hannah_10 wrote: »

Not meaning to sound condescending here at all, but there is an art to complaining for best results. It doesn't just apply to Haven, it applies everywhere. Be polite, stick to the point, make clear what kind of resolution would make you happy and address it to the dedicated department that deals with complaints. You'll get further.

Hi,

I think this is the best advise you could give anyone .... keep it polite, simple & short - not ten pages long ....

Mark

joanniek

Hi
Just an update to say that I did get a reply from Haven. They were most appologetic, but that was all. At least I got a reply.
My original letter of complaint was one A4 page long. Each point was listed, and most had already been brought to the attention of the staff at Berwick when we were there. We did ask if we could be moved to a different part of the site , but was told it was not possible.
Had we not had three small grandchildren with us we would have left and demanded our money back. We can only put it down to experience. Thanks for your comments.

tbw

joanniek wrote: »

Hi
Just an update to say that I did get a reply from Haven. They were most appologetic, but that was all. At least I got a reply.
My original letter of complaint was one A4 page long. Each point was listed, and most had already been brought to the attention of the staff at Berwick when we were there. We did ask if we could be moved to a different part of the site , but was told it was not possible.
Had we not had three small grandchildren with us we would have left and demanded our money back. We can only put it down to experience. Thanks for your comments.

Ok, so they have replied and apologised and it APPEARS that they have actually acknowledged that there were problems. But they also appear to think that their apology is enough to make you go away.

I have found in the past (please don't think I am a serial complainer - I just expect to get exactly what I have paid for!) that companys often initially try to fob you off with just an apology in the hope that you won't bother to take it any further. Several times over the years I have had similar issues with holiday firms and it has taken 2 and sometimes 3 letters from me in which I have re-iterated my case, backed it up and then told them what I expect them to do about it.

You seem to have had a very disappointing and unfortunate experience and, in your situation, I would certainly expect the company to make some reasonable ex gratia payment (preferably a cheque rather than a voucher for money off next time!). I wouldn't expect a huge amount but just something to help make up for the disappointment.

It will only cost you a stamp and a little time to have another go at them.