Haven Mis-leading platinum standards!

Unhappy_Camper_2

I am currently taking haven to the small claims court for there Mis-leading photos of the standard of platinum caravans.

I would be interested if anyone else has been disappointed with the standard of their platinum caravan after booking based on their website advertisement.

I want haven to take notice that they should treat their customers fairly and make them aware of the standard you are likely to expect rather than promise what they can't deliver.

Your opinions appreciated.

GaryG77

Unhappy_Camper wrote: »

I am currently taking haven to the small claims court for there Mis-leading photos of the standard of platinum caravans.

I would be interested if anyone else has been disappointed with the standard of their platinum caravan after booking based on their website advertisement.

I want haven to take notice that they should treat their customers fairly and make them aware of the standard you are likely to expect rather than promise what they can't deliver.

Your opinions appreciated.

Can't say i've ever had a problem with their advertising although never booked a platinum. What was up with yours?

Unhappy_Camper_2

GaryG77 wrote: »

Can't say i've ever had a problem with their advertising although never booked a platinum. What was up with yours?

We paid a large sum of money to stay in a platinum caravan. You can see examples of what they are like on the website. What we got is a standard.

When I complained they said that the pictures are for representation only, so they can basically advertise what they like and get away with it.

adviceforall

Another reason to book directly with an owner, you get to see the actual caravan you are staying in before you book and know what the owners have provided as extra's.
https://www.directholidayhomes.co.uk

Good luck with taking Haven to court. Which park was it you stayed in? So did they confirm they had put you in a standard caravan or was that your opinion? They have a point that the photo's are just for representation only, as they have many different makes and models they couldn't show them all.
But that said you should get a platinum caravan after paying for one, I would have thought they would have tried to move you instead of being so unhelpful.
Good luck

Unhappy_Camper_2

adviceforall wrote: »

Another reason to book directly with an owner, you get to see the actual caravan you are staying in before you book and know what the owners have provided as extra's.
www.directholidayhomes.co.uk

Good luck with taking Haven to court. Which park was it you stayed in? So did they confirm they had put you in a standard caravan or was that your opinion? They have a point that the photo's are just for representation only, as they have many different makes and models they couldn't show them all.
But that said you should get a platinum caravan after paying for one, I would have thought they would have tried to move you instead of being so unhelpful.
Good luck

This is very sound advice. We stayed at the hopton holiday village. I understand that the pictures are for representation, but surley that means that another model will be of equal standard. The model we received wasn't. Have a look at havens advertisment below the look at our accomodation in the links and let me know what you think of the difference. There maybe a reason why haven wouldn't advertise our accomodation as part of the platinum range on their website.



Haven Website


Our Accom

GaryG77

Your right it doesn't look anywhere near as nice. It isn't a standard though maybe something in between. Was there anything that is listed as being in the platinum that you didn't have? I think this would be best chance of winning a case.

CallaLily

Unhappy_Camper wrote: »

I am currently taking haven to the small claims court for there Mis-leading photos of the standard of platinum caravans.

I would be interested if anyone else has been disappointed with the standard of their platinum caravan after booking based on their website advertisement.

I want haven to take notice that they should treat their customers fairly and make them aware of the standard you are likely to expect rather than promise what they can't deliver.

Your opinions appreciated.

2 years ago we booked to stay in one of their "prestige" caravans which at the time was top of the range on the site we were staying at, they gave us a "Deluxe" caravan! We argued constantly with them both during the holiday and afterwards but had to let it drop as my mother in law owns a caravan on the site and claimed Haven were making life difficult for her due to our complaints, if that is true who knows! Wouldn't do it again though, disgusting customer service!

Agree that is not "Standard" caravan, the standards are only 10ft wide I believe and do not have heating "luxury" fittings, etc.

Unhappy_Camper_2

GaryG77 wrote: »

Your right it doesn't look anywhere near as nice. It isn't a standard though maybe something in between. Was there anything that is listed as being in the platinum that you didn't have? I think this would be best chance of winning a case.

Hi, Most of the features like microwave, tv and dvd player were included. However, the dvd player did not work. No towels were provided which is part of the platinum range (I know it sound petty). The items that were included seemed a lower spec as to what is advertised on the website.

On there, they say:

Platinum holiday home Caravan Holiday Homes are a minimum of 12ft wide (many 16ft wide) offering reams of space. With very limited availability they offer exceptional quality, space and privacy with an impressive interior feel, all in prime positions on the Parks. If you want the “wow” factor and the very best, then these models are for you.

This is what I hope to base my argument on if this goes to court. Its like if they were to advertise cars, They could stick a porche in their adverts then give you a golf and claim it doesn't matter because they have a similar specification :mad:

The reams of space they advertise was non existent, Unfortunately I didn't read their T&C's properly with regard to where infants can sleep. On the assumption of their adverts regarding reams of space I assumed that our infant could have slept in the bedroom with us. Luckily we made the decision to bring a Moses basket and not hire a travel cot from haven (who were bombarding us with emails to hire one). Good job we did because the Moses basket barley fitted in the bedroom. So a travel cot would not have fitted. When I complained to them that we were not made aware that an infant had to sleep in the main living area, they admitted fault.
Had I have known this, again I would have not booked the holiday as we could not leave such a young infant to sleep on their own?

I did recommend that haven make this clear on their website when booking so their customers can make an informed choice. At least if the main living area had a sofa bed we could have slept there, but it didn't so the caravan was totally unsuitable for a couple with a young infant.

Plus the mattress in the bedroom had gone and was like sleeping on a bed of springs. This is what caused us to cut our holiday short. I put this forward to haven, but in both responses back to me they completely ignored this and didn't even acknowledge this question. As the platinum range is supposed to offer exceptional quality, I told them this is unacceptable.

Anyway, I could go on and on. What do you all think? Am I likely to have a case? I was hoping that haven would have at least made an attempt to retain my custom and maybe consider refunding at least half of what we paid.

Unfortunately their responses seem to be very generic replies basically just copying and pasting their terms and conditions. Their second response was even full of grammar and spelling mistakes which wasn't very professional and comes across as not caring. An example was abbreviating specification as "speck" :doh:

Overall, very disappointed with haven and won't be holidaying with them again.

Unhappy_Camper_2

CallaLily wrote: »

2 years ago we booked to stay in one of their "prestige" caravans which at the time was top of the range on the site we were staying at, they gave us a "Deluxe" caravan! We argued constantly with them both during the holiday and afterwards but had to let it drop as my mother in law owns a caravan on the site and claimed Haven were making life difficult for her due to our complaints, if that is true who knows! Wouldn't do it again though, disgusting customer service!

Agree that is not "Standard" caravan, the standards are only 10ft wide I believe and do not have heating "luxury" fittings, etc.

That is terrible and shocking but doesn't surprise me at all unfortunately from my experience

HAYLEY8005

Yes the van you was put in is definately a presitge not platinum as we stayed in one exactly like it at caister this year

Unhappy_Camper_2

HAYLEY8005 wrote: »

Yes the van you was put in is definately a presitge not platinum as we stayed in one exactly like it at caister this year

Really? Thats good to know because they are adamant that what I stayed in was a platinum caravan.

How can they get away with treating their customers like this is beyond me?