Haven holidays/Bourne leisure serious unresolved complaint
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damos1
Posts: 65 Forumite
1) We arrive on site very late around 10:00 pm
2) We check in to which we was originally put into the wrong caravan despite booking the holiday on site the previous year.
3) We go into the entertainments complex.
4) We watch a show.
5) My mother goes into the arcade area/funworks after the show.
6) I follow my mother around 5 minutes later.
7) My mother requires change so goes to the change machine and I follow.
8) The change machine swallows my mothers money so I stay with the machine whilst she fetches assistance.
9) Assistance arrives in the form of Steven.
10) Steven will not do anything.
11) We do not accept this as we know the machine has indeed swallowed our money.
12) A higher member of the funworks team makes his way over after being called by Steven although we never got this staff members name.
13) This member of staff will also not refund our money and is the member of staff who keeps placing his money into the machine and says look I put mine in I get mine back their is nothing we can do.
14) Again we will not accept this bearing in mind we know we are in the right and are within rights to ask for our money to be returned.
15) Your security guard/night doorman Neil notices the incident although also notes it is within control.
16) No-one will refund the money and staff suggest we must accept this.
17) Again we do not accept this because we know we are within our rights and the machine has indeed swallowed the money.
18) Neil asks us to go into the main bar area of which I felt this is strange it will be a little loud.
19) We begin talking about the incident near the bar and again voices were a little bit louder due to the location of were we had now been asked to talk about the incident, Almost definately a little bit of a pre-arranged plan within the site eg you claim the incident was getting loud however this was neccesary due to the location we had now been asked to talk in.
20) I look around the venue and notice another security guard with blonde hair next to the stage/dj box area watching the incident, So he was obviously not witnessing an out of control incident or he would of come to assist fellow members of staff.
21) We come to no settlement so again Neil asks me and my mum after dismissing the second arcade member of staff towards the bar area/completely away from were the push and the swearing took place Steven had also dismissed/gone elsewere by this point Neil had then asked me and my mother to follow him again to the arcade/funworks area to talk about the incident with him (pointing out no neither of us me or my mother had been asked to leave the complex we had just been asked to follow him into the funworks area.
22) I follow Neils instructions and proceed towards the funworks area and in the meantime my mother goes to fetch my stepfather.
23) We get to the music venues doors/were the funworks area and the music venue meet directly underneath a CCTV camera.
24) At this point following Neil's instructions I had felt I had reached the point of were he had wanted to talk to me about the incident further also take note the only people who was now present at this point was me and your guard Neil other than holidaymakers leaving effectively no witnesses.
25) I turned around because I felt we had reached the point we needed to be, and as we turned around then I saw Neils hand move into position and he said keep walking so I proceeded and within a second he pushed his hand into the centre of my back towards the lower part of my spine around about belly button height is were his palm of his hand would have met my back.
26) I then said to him "do not push me" Again within around 1 or 2 seconds he then replies with I do not give a fu*k.
27) He then proceeds to grab my right arm and start to pull me towards the fire exit doors to which I did have to put my feet into the floor to gain a little traction (although bear in mind I still at no point had I been asked to leave your venue/complex so he still had no right to remove me so any resistance towards removal does not count and as said previously the only resistance placed was were I had to gain a little traction otherwise I would of been face first on the floor).
28) Your arcade assistant Steven was then seen running towards me shouting oi stop that (whilst I was doing nothing and he forewell knows this) and then he grabs onto my left arm and helps your guard Neil remove me towards the fire exit doors which were within metres of were I was removed also in the process items fell out of my pocket such as a needed bottle of water.
29) I was then thrown through the fire exit doors very nearly face first and those doors were slammed behind me very quickly.
30) I then started to walk towards the main entrance doors and both Steven and Neil saw this and also went to the front doors shouting to who was your head security guard nicknamed "Minty" do not let him in to which of course I was then refused entry although all I was doing was going to the main entrance doors to complain about the incident.
31) I start talking to the head guard "Minty" about the incident who was very calm and listening and Steven and Neil had gone by this time.
32) A few moments later my step father arrives at the main entrance doors to help explain towards the incident and to give a detailed character witness to "Minty" about myself and how I would not do such a thing as to what I was supposed to of done.
33) "Minty" although talking calmly about the incident and pointing out how genuine/calmly I had been talking to him until my stepfather had arrived had to then tell my stepfather who was asking for me to be let back into the venue that he "Minty" could not do this because he was being relayed to him via his radio that I had physically assulted a member of his staff of which as stated this had just not happened You also know that if I had done what your staff said I had then no questions asked you would of had me placed into a room and instantly phoned the police to get me arrested also when the police did arrive to investigate my side of the complaint if they felt I had done any type of wrong along the lines of assult to your staff they would of also immediately arrested me and then taken me to guest services to enquire wether or not you would like to press charges against me!
I also informed the guard I will phone the police to which the reply was you phone the police we will have you arrested for assulting my staff.
34) My stepfather had to then point out to "Minty" about how he was one of my carers and I needed to be with my family of which this request was continually refused also my mum was currently sat at the table because she had to watch this and be in the room with the younger children.
35) After refusal of being re-united I was left with no choice but to wait outside your venue in a scary situation despite your members of staff/security knowing that I needed to be with my carers as I was also unable to return to the caravan due to me not knowing were this is bearing in mind a) we was on check in day and b) we was in an area of the park I could not see the caravan again hence the need to change caravans the following day also the fact how I need to be with my carer in places I do not know
I must point out the issue is not about the unreturned money although about the way the staff dealt with the incident.
2) We check in to which we was originally put into the wrong caravan despite booking the holiday on site the previous year.
3) We go into the entertainments complex.
4) We watch a show.
5) My mother goes into the arcade area/funworks after the show.
6) I follow my mother around 5 minutes later.
7) My mother requires change so goes to the change machine and I follow.
8) The change machine swallows my mothers money so I stay with the machine whilst she fetches assistance.
9) Assistance arrives in the form of Steven.
10) Steven will not do anything.
11) We do not accept this as we know the machine has indeed swallowed our money.
12) A higher member of the funworks team makes his way over after being called by Steven although we never got this staff members name.
13) This member of staff will also not refund our money and is the member of staff who keeps placing his money into the machine and says look I put mine in I get mine back their is nothing we can do.
14) Again we will not accept this bearing in mind we know we are in the right and are within rights to ask for our money to be returned.
15) Your security guard/night doorman Neil notices the incident although also notes it is within control.
16) No-one will refund the money and staff suggest we must accept this.
17) Again we do not accept this because we know we are within our rights and the machine has indeed swallowed the money.
18) Neil asks us to go into the main bar area of which I felt this is strange it will be a little loud.
19) We begin talking about the incident near the bar and again voices were a little bit louder due to the location of were we had now been asked to talk about the incident, Almost definately a little bit of a pre-arranged plan within the site eg you claim the incident was getting loud however this was neccesary due to the location we had now been asked to talk in.
20) I look around the venue and notice another security guard with blonde hair next to the stage/dj box area watching the incident, So he was obviously not witnessing an out of control incident or he would of come to assist fellow members of staff.
21) We come to no settlement so again Neil asks me and my mum after dismissing the second arcade member of staff towards the bar area/completely away from were the push and the swearing took place Steven had also dismissed/gone elsewere by this point Neil had then asked me and my mother to follow him again to the arcade/funworks area to talk about the incident with him (pointing out no neither of us me or my mother had been asked to leave the complex we had just been asked to follow him into the funworks area.
22) I follow Neils instructions and proceed towards the funworks area and in the meantime my mother goes to fetch my stepfather.
23) We get to the music venues doors/were the funworks area and the music venue meet directly underneath a CCTV camera.
24) At this point following Neil's instructions I had felt I had reached the point of were he had wanted to talk to me about the incident further also take note the only people who was now present at this point was me and your guard Neil other than holidaymakers leaving effectively no witnesses.
25) I turned around because I felt we had reached the point we needed to be, and as we turned around then I saw Neils hand move into position and he said keep walking so I proceeded and within a second he pushed his hand into the centre of my back towards the lower part of my spine around about belly button height is were his palm of his hand would have met my back.
26) I then said to him "do not push me" Again within around 1 or 2 seconds he then replies with I do not give a fu*k.
27) He then proceeds to grab my right arm and start to pull me towards the fire exit doors to which I did have to put my feet into the floor to gain a little traction (although bear in mind I still at no point had I been asked to leave your venue/complex so he still had no right to remove me so any resistance towards removal does not count and as said previously the only resistance placed was were I had to gain a little traction otherwise I would of been face first on the floor).
28) Your arcade assistant Steven was then seen running towards me shouting oi stop that (whilst I was doing nothing and he forewell knows this) and then he grabs onto my left arm and helps your guard Neil remove me towards the fire exit doors which were within metres of were I was removed also in the process items fell out of my pocket such as a needed bottle of water.
29) I was then thrown through the fire exit doors very nearly face first and those doors were slammed behind me very quickly.
30) I then started to walk towards the main entrance doors and both Steven and Neil saw this and also went to the front doors shouting to who was your head security guard nicknamed "Minty" do not let him in to which of course I was then refused entry although all I was doing was going to the main entrance doors to complain about the incident.
31) I start talking to the head guard "Minty" about the incident who was very calm and listening and Steven and Neil had gone by this time.
32) A few moments later my step father arrives at the main entrance doors to help explain towards the incident and to give a detailed character witness to "Minty" about myself and how I would not do such a thing as to what I was supposed to of done.
33) "Minty" although talking calmly about the incident and pointing out how genuine/calmly I had been talking to him until my stepfather had arrived had to then tell my stepfather who was asking for me to be let back into the venue that he "Minty" could not do this because he was being relayed to him via his radio that I had physically assulted a member of his staff of which as stated this had just not happened You also know that if I had done what your staff said I had then no questions asked you would of had me placed into a room and instantly phoned the police to get me arrested also when the police did arrive to investigate my side of the complaint if they felt I had done any type of wrong along the lines of assult to your staff they would of also immediately arrested me and then taken me to guest services to enquire wether or not you would like to press charges against me!
I also informed the guard I will phone the police to which the reply was you phone the police we will have you arrested for assulting my staff.
34) My stepfather had to then point out to "Minty" about how he was one of my carers and I needed to be with my family of which this request was continually refused also my mum was currently sat at the table because she had to watch this and be in the room with the younger children.
35) After refusal of being re-united I was left with no choice but to wait outside your venue in a scary situation despite your members of staff/security knowing that I needed to be with my carers as I was also unable to return to the caravan due to me not knowing were this is bearing in mind a) we was on check in day and b) we was in an area of the park I could not see the caravan again hence the need to change caravans the following day also the fact how I need to be with my carer in places I do not know
I must point out the issue is not about the unreturned money although about the way the staff dealt with the incident.
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Comments
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Have you written to Havens head office about the matter?0
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You've either hit an impasse or you start a civil case against them, which will take money. Sounds from events as you put them that it was poorly handled at best, but whether a civil case would stand up is going to be a bit of a battle of words.0
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Even if it went to court, I expect the staff members in question would pay off the judge.One important thing to remember is that when you get to the end of this sentence, you'll realise it's just my sig.0
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That's rather unlikely that arcade attendants and club security are in any position to 'pay off' a Justice in modern Britain. More likely settle out of court.halibut2209 wrote: »Even if it went to court, I expect the staff members in question would pay off the judge.0 -
Why do you want to go back ?
I'm struggling a little with the length of your post - if your letters to Haven were as long and as muddled I'm not surprised they haven't been helpful.
Do I have this correct ? You put money in a machine and it was swallowed - the staff were unable to replicate your issue so you kicked up a stink. They asked you to leave and you were unwilling to do so, so they basically escorted you off site ?
It's worth remembering that it is a private facility, and they can ask you to leave for whatever reason they see fit. I also believe if you refuse they are entitle to use reasonable force to remove you from their property; particularly if you are being abusive.
Also remember that 'abusive' is a very subjective term.Legal team on standby0 -
Personally, I would forget about it and go somewhere else for your holidays in future. Chalk it up to a bad experience.0
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halibut2209 wrote: »Even if it went to court, I expect the staff members in question would pay off the judge.
And that comment, unfortunately, makes the rest of your posting just a little less believableIt's taken me years of experience to get this cynical0 -
Reggie_Rebel wrote: »And that comment, unfortunately, makes the rest of your posting just a little less believable
I was simply referring to the extreme cover-up that is going on. The staff are involved. The police are involved. Makes sense that this goes all the way to the top.One important thing to remember is that when you get to the end of this sentence, you'll realise it's just my sig.0 -
I think that's somewhat unlikely, if you've ever dealt with the courts you'll understand why!halibut2209 wrote: »I was simply referring to the extreme cover-up that is going on. The staff are involved. The police are involved. Makes sense that this goes all the way to the top.0 -
By creating this post, you will cost Haven money because when people read it they should be put off booking with them, and even if people do go ahead and book, whats the betting that Neil and co will be getting some dodgy glances for no apparent reason?0
This discussion has been closed.
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