Haven cancelling holiday weeks before we go ... Booked 16 months ago!

klmccorx

Last February, we booked a weeks holiday to the Haven park in Craig Tara, Ayr at s cost of £740.

Today we received an email saying that they do not have enough of the upgraded Platinum caravans available due to caravan owners deciding they are now not renting the caravan out.

They have given us three options - 1. Change to nearest available park with is actually in North Berwick (increasing our journey time from one hour to over 4) 2. Change holiday date completely (not really feasible for 4 adults to change authorised holiday leave with only 7 weeks notice) or 3. Full rrefund (can't really explain that to an already excited 4 year old).

I am struggling to comprehend how we have been booked for 16 months prior to the holiday yet they are only just talking to caravan owners regarding their van availability. Surely this should be agreed and a contract in place before they start advertising, selling and collecting the full amount from customers?

Also, should it not be on a first booked, first served basis? The impression I received from Haven today was that it was because we were allocated this caravan, it doesn't go by the date you booked.

We have been offered nothing in the way of an apology or compensation for the hassle. The customer service we have received leaves a lot of be desired.

Any advice on where we stand legally would be much appreciated.

With thanks, Kirsty

bazzyb

klmccorx wrote: »

Any advice on where we stand legally would be much appreciated.

Options available are change park, change date, or take the refund. If they've not got a caravan available, they've not got a caravan available.

marywooyeah

I would take the refund and book a cheaper break, £740 to stay in a caravan is extortionate! If you want a similar holiday have you looked at butlins or pontins etc?

marleyboy

There could be many factors as to why the caravans are no longer available, which can be out of the parks hands. some caravan owners may have had to move themselves in as a result of their homes being flooded.

A full refund has been offered, so an excited child needs not be disappointed if you use the refund to relocate your holiday elsewhere.

peachyprice

You may have booked 16 month ago (why, I have to ask myself) but the 2014 holiday season is only starting now. I'm sure the caravan owners didn't know 16 month ago whether or not they were still going to be want to rent out their caravan in 2014. Things happen, people change their minds.

Legally you are entitled to a full refund, an alternative park or a different date. All of which you have been offered.

kathrynha

It is a pain, but it has happened, and the holiday park can't just magically make another caravan available.
If it was me, with an excited child and not wanting the hassle of changing annual leave at work, I would accept the other park, but be asking for some compensation to at least cover the cost of the extra petrol and the extra time for the journey.

littlereddevil

Don't they have to pay you compensation for cancelling?
They would certainly charge you if you cancelled!

richardw

klmccorx wrote: »

... they are only just talking to caravan owners regarding their van availability. Surely this should be agreed and a contract in place before they start advertising, selling and collecting the full amount from customers?...

Absolutely. Don't sell something that you can't provide.

rcjm

Have you had a look on gumtree for caravan for your dates at craig tara?

I cant post links but if you search caravan in Ayr, +or- 10 miles, it brings up quite a few different owners ads for caravans to rent at craig tara.

hth

richardw

http://www.gumtree.com/holiday-rentals/uk/craig+tara

JimmyTheWig

kathrynha wrote: »

If it was me, with an excited child and not wanting the hassle of changing annual leave at work, I would accept the other park, but be asking for some compensation to at least cover the cost of the extra petrol and the extra time for the journey.

I agree with this.
You can't go where you want to go when you want to go (the caravan doesn't exist).
You can't change when you go (due to an excited small child and annual leave for the adults).
So you need to change where you go.

Getting a refund and booking elsewhere will probably be difficult at short notice (though worth checking) so get them to find you somewhere elsewhere.

And it is their mistake so no reason not to ask them to fund the additional costs. They can refuse, of course, but you may as well ask as a goodwill gesture.