Haven holiday complaint

mumof2monsters

I am unsure if this is in the correct place, if not please say and I will remove it.

Just wanted a little rant as feeling annoyed.

I took my 2 children aged 6 months and 5 years to a caravan park in Tenby. We paid for a 'Prestige' caravan so was expecting it to be a nice (ish) caravan, which is was.

On the first night we discovered a railway line ran behind our caravan. We were not happy as this kept disturbing the 6 month old. (trains ran between 6am and 12pm. We rang reception and left a message as nothing was mentioned when booking about the railway. (we later discovered a 1cm gap in the door which is why the train sounded louder than expected)

The morning after we went into reception and was offered a move into a downgraded caravan which we had to refuse as the floor was laminated and was no room for the travel cot. They did say if we had let them know the day we arrived they would have gave us the option to leave and receive a full refund but as we didn't find out until after reception had closed we could not do this.

On the Tuesday my son cut his cheek (just below the eye) on a nail that was sticking out of a wooden frame surrounding the kitchen side. This was fixed the next day after we had rang through to reception to let them know.

Since leaving I have been in contact with them and have said they hope my son has fully recovered. I told them in my first letter that it has left a scar, they also have failed to respond to any of the complaints regarding the train.

I feel as though they are not taking my complaint seriously and not really interested as if they had read my letter properly they would have known he had not fully recovered as he has a permanent scar from it. They seem to think a train would not wake a baby but when it is under 4ft away with the gap it did make it very loud and shook the caravan and did in fact keep disturbing the baby.

Has anyone else ever had problems with Haven?

It really did ruin our holiday as baby was miserable from not being able to sleep and my 5 year old was miserable as his face hurt.

Cherryscone

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Try here maybe ask them to call you back .

ThumbRemote

What outcome do you want from them? A refund of part of the holiday cost presumable - you need to decide how much? It seems you stayed until the end of the break, so it can't have been bad enough to force you to leave.

Write to them stating what you want and why.

The other option is to consult a solicitor about a personal injury claim against them. You/the solicitor will need to prove negligence on Havens part, but given they have a very poor track record cleaning the vans I'd hazard a guess they don't check them for defects particularly well either.

OlliesDad

ThumbRemote wrote: »

The other option is to consult a solicitor about a personal injury claim against them. You/the solicitor will need to prove negligence on Havens part, but given they have a very poor track record cleaning the vans I'd hazard a guess they don't check them for defects particularly well either.

Out of interest.. how are you basing that they have a poor record for cleaning? I have been to many haven sites without issue.

OlliesDad

mumof2monsters wrote: »

They seem to think a train would not wake a baby but when it is under 4ft away with the gap it did make it very loud and shook the caravan and did in fact keep disturbing the baby.

I just had a google of the site, and although 4ft is over exaggerating how close the line was, it is very close. Not sure that Haven can be blamed for it though.

mattyprice4004

Hardly 4 feet, this is the closest the line runs to the site and it's more like 40, given the length of a standard static.



Rule #1 of complaining, don't exaggerate!

mumof2monsters

OK it was more than 4ft but certainly not 40ft.

Looking at the photo its a little less than a caravans length between the end of the caravan (where the bedroom was) and the track, which in my opinion is not far enough away to not hear it (bearing in mind the gap in door didn't help as in the caravan next door with no gap it did seem quieter)

mumof2monsters

Just to add I do have photos to back up my complaint.

Cherryscone

But wouldn't the train be heard everywhere in the park anyhow ?

scorpian99

hi
i would expect the caravan if prestige to be double glazed so amount of noise from train should have been small.
I have been to a number of sites and not all come up to cleaning standards all the time.
I stayed at one site were I found and reported over 10 faults with the caravan.
they should have found the nail sticking out when pre check before hirering out.

It may be an idea to get you child use to noises when at home children were you go total silent when they go to bed are more likely to be woken
by any noise they hear, ones that you make noise and they fall asleep are less sensitive to any noises made.

I would have thought that the site should inform customers about the line and that trains go down it during the night
if you booking a quiet holiday you do not expect to have heavy goods trains running down the line through out the night

shegirl

scorpian99 wrote: »

hi
i would expect the caravan if prestige to be double glazed so amount of noise from train should have been small.
I have been to a number of sites and not all come up to cleaning standards all the time.
I stayed at one site were I found and reported over 10 faults with the caravan.
they should have found the nail sticking out when pre check before hirering out.

It may be an idea to get you child use to noises when at home children were you go total silent when they go to bed are more likely to be woken
by any noise they hear, ones that you make noise and they fall asleep are less sensitive to any noises made.

I would have thought that the site should inform customers about the line and that trains go down it during the night
if you booking a quiet holiday you do not expect to have heavy goods trains running down the line through out the night

Since when has 6am to 12pm been 'through the night'?.It's morning!

Op,if you found it that bad why did you stay?

You were offered an alternative which you turned down.

The nail,ok that should've been noticed (not sure why it was there is the first place!).When did you inform them?Your child is young,how do you know so soon that he is 'permanently scarred'?