Haven Mis-leading platinum standards!

partysis81

hi, my sister had a similar problem, but not exactly the same. They were given the right "grading" of accommodation (not sure which one - wasnt lowest, but wasnt highest) and the state of it was disgusting!! massive stains on the carpets, damp and mould in the bedrooms, they took loads of photos and sent them with a complaint letter to the head office, and after ages, got the whole of their holiday costs back.

They advertise themselves on the tv as something like "the uk's favourite holiday", but at the same time my sister was in dispute with them, they were mentioned on bbc's watchdog loads for similar things

Unhappy_Camper_2

partysis81 wrote: »

hi, my sister had a similar problem, but not exactly the same. They were given the right "grading" of accommodation (not sure which one - wasnt lowest, but wasnt highest) and the state of it was disgusting!! massive stains on the carpets, damp and mould in the bedrooms, they took loads of photos and sent them with a complaint letter to the head office, and after ages, got the whole of their holiday costs back.

They advertise themselves on the tv as something like "the uk's favourite holiday", but at the same time my sister was in dispute with them, they were mentioned on bbc's watchdog loads for similar things

Yeah, I found out about all the cleaning issues after googling them when we returned home. Not pleasant reading.

This is getting interesting, I have just found a recent review on trip advisor from a family that have had exactly the same issue as me at the very same park. So I am not alone.

"ok.as creatures of habit,this is the 4th time weve been to hopton,but sadly probably the last.
to start with we paid top price for 'the best' caravan.my dad has been poorly & last year we paid alot & had a dream caravan (out of the world-sea view,en-suite,tv in all bedrooms).so i had asked & asked & asked again if we could have same caravan (or something similar).i basically got lied to (over the phone & on site).was put in a caravan soooo far back from seafront & so basic (although clean).went & complained that we hadnt got waht we paid for & did eventually get moved the next day (still not sea-front though).caravan again clean & nice,but nothing compared to last years
everytime i went to reception i got the 'smiles' & nothing else!
entertainment abit strange to what it use to be.hardly any character shows like before.seems to me they may be getting rid of characters?the staff in showbar wasnt the best.very rude lady called asha.seemed to be always chewing gum & having private jokes about people.was a lovely older man whos name i cant remember though
funstars were FAB esp angela.they were all full of excitement & had all the time in the world for you & little ones.my daughters adored them
on a whole,we did have a good holiday (its what you make it) BUT i despise being lied too & not getting what ive saved & paid for.

Stayed June 2011, travelled with family"

I wonder if it was the same caravan we were allocated?

I would urge that anyone with a complaint with havens standards get back in contact with BBC's watchdog and hopefully they will pick up on the story again.

Maybe then Haven will be willing to listen to it's customers.

HAYLEY8005

yes definately a prestige van we was lucky in caister as the prestige is the highest grade there and the van had only had 1 family in so was brand new so was perfect for us and we did pay for prestige i think its terrible they are trying to fob it off as platinum in another park


Hayley

Unhappy_Camper_2

Another recent post on haven misleading it's customers

"we have upgraded before but cant remember if it was a standard plus or a delux they put you in....just be careful of some of the wording...the main reason we upgraded cos ds2 was a baby then and we wanted a microwave....when we arrived there was no microwave so went to reception and got told microwaves only came in whatever standards it was so ended up having to pay another £20 anyway to hire one out for the week....the girls at the desk even said the words were misleading...."

hollydays

why didnt you complain about mattress ,towels,at the time?

adviceforall

I think as they state on their website
"Please note: Pictures are for representation purposes only and serve to provide you with a guide of each Holiday Home available. We have a number of varying models and both the interior design and fittings are dependent on model and manufacturer"
That you might not have much chance in getting anywhere with taking them to court. Your kitchen photo is similar in style to the swift moselles that they are showing as their platinum models ( we have a moselle)
I hope you get somewhere with this, please come back and let us know.

Unhappy_Camper_2

adviceforall wrote: »

I think as they state on their website
"Please note: Pictures are for representation purposes only and serve to provide you with a guide of each Holiday Home available. We have a number of varying models and both the interior design and fittings are dependent on model and manufacturer"
That you might not have much chance in getting anywhere with taking them to court. Your kitchen photo is similar in style to the swift moselles that they are showing as their platinum models ( we have a moselle)
I hope you get somewhere with this, please come back and let us know.

Yeah, I see what you mean. However, I think they need to be more transparent with their representations. I would argue why do not show the model they gave us as a representation of the platinum range. The answer would be if they did, people would not pay to stay in that model.
so it's quite deceitful of haven really to rely on that term.

Like I said before, it's like advertising a porche and giving a golf because it has the same engine size, same entertainment system etc.

It's not going to be the same is it


Edit, just to say that I just googled the swift model and I would of been happy with that. We had a willerby model and it looked nowhere near as good

Swift model




Just found ours

artichoke

hi

i agree the pictures are not exactly the same but in terms of what facilites they have they look the same and are a big jump up from standard which is what you are stating in your original post. You need to find out exactly what sort of van the one was you stayed in. It is much higher spec than standard plus and to me looks like the pictures in the ad but just an older model. Have you got any more pix?

From what i can see in the pictures it has the same features as the ads but just a bit older maybe?

sofa's in the advert and in yours rather than fixed bench seating in standard and standard plus

a dining table + chairs in both rather than the table and bench seating in standard and standard plus

the TV looks a much more modern TV than in standard or standard plus...

it seems to have central heating radiators which you certainly don't get in standard or standard plus..

and it is definitely not 10foot wide as are standard...

so it seems it has all the advertised facilities but is just not as new as the one in the advert...

have you got any more pictures of the one you actually stayed in? from what i can see the kitchens look the same......was it dirty?

and why did you think a travel cot would fit in the bedroom? did they tell you it would ? I have been in many caravans and have never seen one that would fit a travel cot next to the bed....



I am not sure you will have a case about them although i can see you are upset it was not as new as the ones in the adverts..

was it on a better location on the park than the cheaper models? their advert claims the prestige are in in Prime positions on the park - can you tell us the location and we can look at the Haven map and see if we would regard it as prime or not??

You asked for our opinions so i am trying to look at it objectively...

art

rich_shot2003

Going off topic a bit here but does anyone know where the prestige vans are on the berwick site?

I'm hoping not to near places like the club as don't really want to hear that at night.

paddyrg

For the record, their pics were taken with a rather wide-angle lens (you can tell by the distortions), which make spaces appear more spacious. Your pic was a more normal lens length, so will naturally appear more cramped in a pic.