Haven complaint - open letter

Unhappy_Camper_2

meer53 wrote: »

Most photos in brochures or on websites are just for illustrative purposes only. I've stayed on the Haven Wild Duck site near Gt Yarmouth and we paid extra for a high end static home. It was fantastic. BUT, i didn't expect there to be towels and the bedrooms are always tiny, barely enough room to walk around. I can understand their reasons for not supplying remotes for their TV's, how often would they go missing ? Part of the fun of staying in a place like this is the novelty (for my kids anyway!) of staying in a caravan ! It could have rained all week and they would still have had the time of their lives ! You're always going to get huge differences in caravans due to their age, i don't think you should get a full refund as you did stay there but if you pursue it you may get some back or maybe a credit towards another stay.

I can see what your saying, and yes I should of complained straight away but believe it or not im not one for complaining and it wasn't till I got home and done some research on the web and discovered what we should of had, that alone made me ask for a full refund. At the park I was unhappy, on returning home and looking up the models I was livid.

TBH I would be happy if they offered us another stay but in a proper platinum caravan. It's not about the money, just the principle.

Maybe im making a big deal out of this but you be the judge. Take a look at the links in the post below.
One is a haven video of the platinum caravans and the photos are the one we stayed in.

Would appreciate peoples view.

Thanks

spurs_nut

haven

Op's links

photo 1

photo 2

Unhappy_Camper_2

Thank you for adding the links for me.

Padz_2

Honest opinion?

Mountain out of a molehill.

Unhappy_Camper_2

Padz wrote: »

Honest opinion?

Mountain out of a molehill.

Ok, thanks for your opinion.

But would you not complain if you later found out your accommodation fell well short of what should of been expected?

I have yet to hear anything from haven, so maybe they have the same opinion as yourself.

System

spurs_nut wrote: »

haven

Op's links

photo 1

photo 2

the haven link is what we got at primrose valley ,it was very clean and comfortable but i hated the park itself.

Unhappy_Camper_2

CHRISSYG wrote: »

the haven link is what we got at primrose valley ,it was very clean and comfortable but i hated the park itself.

Would anyone know if trading standards would be an option if I dont get a satisfactory response I want?

dreamypuma

Hi again,

Looking at the info you have provided, there does seem to be a significant difference in standard of accommodation. Mistakes happen and this could have been an oversight. Something that Haven were not given the opportunity to resolve.

In your shoes, I would be writing a polite but brief letter advising the company that you are disappointed that you appear to have been provided inferior accommodation.

Avoid quoting subjective statements that Haven make in their brochures, and adverts as you have in your first post, focus only on the facts. Provide photographic evidence of these differences.

Politely request a the difference in cost back between the two standards of accommodation, by way of goodwill. Request a written response to your letter, and advise them that you wish to maintain a relationship with Haven and your request will restore your confidence in their service.

Keep things brief and to the point.

My personal opinion is that your original request is unreasonable in light of the circumstances. But hey ho that's just my opinion, and who am I?

Unhappy_Camper_2

To whom it may concern.

holiday reference: ********* Haven Hopton Holiday village 13/06/2011 - 16/06/2011

Following my letter to you at head office and receiving an investigation response, I would just like to make you aware I have now sought advice from Norfolk County Council Trading Standards. I have included a copy of the email and photographic evidence of the accomodation below.

Regards.

***************



Re: Trading standards

Hello,

I am after some advice on where I stand legally as a customer of bourn leisure limited after staying with them from the 13/06/11 to the 16/06/11 at Hopton holiday village, Great Yarmouth.

We are a young family, two adults and a three month old and we purchased a short break from haven ltd for £320. After viewing their website we decided we wanted to stay in one of their platinum caravans. On the website it describes these vans as height of luxury (for caravan standards) and seemed perfect for us being as we had a young infant.
An example of the supposed accommodation can be found here.

link

However the standard of what we received fell well short. After questioning reception on the phone about one of the issues we had they became very unapproachable and I felt the only way to deal with my complaint would be a letter to head office.

What I would like is your opinion on whether I have grounds for complaint and whether I should be entitled to any form of compensation. To me, I believe this as a case of deliberate mis-selling. They use the term "photos are for illustrative purposes only and models may very" however I can't believe they can use this term when the accommodation provided is of significant difference.

I have wrote an official letter of complaint to head office and gave them 14 days to reply. I have since received an acknowledgement to my complaint and they have asked for 14 days to respond while they investigate.

Would I have any grounds to take them to a small claims court to recover some of the amount paid for the holiday for false advertisement if I do not receive a fair response?

I have attached photos so you can compare our accommodation with what is presented on the website.

Kind Regards.

*****************

---

An example below of the platinum standard on the haven website which you pay a premium for. Notice big sofas, Nice fire place and bay windows.

"picture"


An example below of a platinum caravan that is available on the Hopton Holiday Village. (sourced from a private caravan letted by Haven)

"picture"




Below is the standard of accommodation we received in No 2 Woburn.

Summary:

Wooden seats which were very uncomfortable and screwed to wall.

Old style seating across rest of the caravan

small flat screen TV with no remote and dvd player did not work.

Bedroom was to to small for travel cot. Had to climb on bed to get around room despite haven advertising reams of space as part of platinum range. Luckily brought moses basket for infant.

Heating was insufficient at night, even in summer.

No towels were provided, despite being advertised as part of the platinum range.

Bed mattress was very uncomfortable with broken springs and caused us to leave a day early.

sock-knitter

having just got back from a week in a prestige caravan at golden sands, i too noticed my caravan was no where near that of their illustrations. we paid £500 for the full week. cant complain tho, as we enjoyed it, despite the caravan not looking like their photos