Haven have cancelled hol, help please

wingobins

I booked a holiday with the sun tokens and paid the £69.50 for the accommodation. I got a letter to say ..for your convenience, linens & passes added to booking and to call if not required.
The add one were..
£42.50 entertainment/facility passes
£14 linen
£22 power charge

Remaining balance £79

I can understand the power charge being an essential but I didn't have to take the linen/passes if we didn't want to. They called me a few days ago to pay off remaining balance and I said my husband would pay the next day. I wasn't told the balance had to be paid by a certain date or they would cancel and my husband has been busy with work and real life etc so he asked me to pay today but when I've called they have said they've cancelled it due to non payment! They have no other alternative and said I cannot have a refund on he £69.50 already paid as this goes to the Sun and is nothing to do with them. I told them I wasn't happy and will be putting a complaint in but they just said ok.
The kids are going to be devastated. If I knew there was a specific date for it to be paid I would have paid it. We were meant to be going next fri - mon is there anything I can do?

McKneff

Well it would have been in your terms and conditions.

I dont think you are going to get far with a complaint to be honest.

I think you were actually lucky to get a phone call as a reminder to pay. Most holiday company just let the date go sailing by and then you get a letter saying 'we havent received you balance by the due date, there fore we have cancelled it'

Try ringing them again, be nice, you never know. They may let you change to a different date if you pay on the spot.

deanos

they usually have a payment date on the invoice they sent, or its written on the terms on the reverse of the invoice, payment X days before holiday starts

try calling again

wingobins

I really cannot see any date on the invoice or in the t&c's to say it had to be paid by a specific date. Even when they called they didn't state the balance had to be paid then and I assumed it was just a courtesy call to say there was a £79 balance. I was polite on the phone to them and asked if there was anything they could do and she said we can't offer you an alternative. I can't go any other dates as with husbands job and kids school we can only get certain dates. It looks like we have lost out but it's certainly put me off going with haven or sun hols again.
The one thing I can't get though...if the accommodation was paid for and the rest was just 'add ons' how can they cancel?

Edit....we've managed to reinstate for a neighbouring park

deanos

if there are no terms on the invoice they sent i cant see how they can cancel, maybe try sending them a copy of the invoice ?

wingobins

We called again and I explained it wasn't in t&c's so got hol reinstated but to neighbouring park