Sun Holiday with haven cancelled

liz1376

I booked a sun holiday back in January for haven monday 22nd Oct - Friday (half term week). I got the confirmation back in January with details of extras that needed paying for - entertainment passes, linen and power. I checked the letter for details of when these needed paying, but there was nothing in the terms or on the letter, so we assumed we just paid when we got there (we have been on other sun holiday, but never with haven, and have always just paid for the entertainemnt passes and poer when we get there).

I got a letter today, delayed due to the postal strike, saying they've cancelled the holiday because the balance has not be paid for!

I phoned them up this afternoon, and they said the balance needed paying 8 weeks before the stay. I pointed out that it doesn't say this anywhere, and that they hadn't even give us a warning that they would cancel - they said they're not obliged to send a reminder, and that on the confirmation letter where it says " balance due" it means immediately. I pointed out that as I'm not psychic, i couldn't possibly have known this, and having paid for extras on arrival on other sun holidays I assumed it was the same.

Eventually, they admitted i couldn't have known, but said that its been resold and they're now full for half term, so there is no way we can stay.

So I asked for a refund, but was told that sun holidays are none refundable!!!! Even though Haven wrongly cancelled it.

Obviously I argued the point, and the woman i spoke to even agreed that she sees my point, but there is nothing she can do. So I've come off the phone with no holiday, and no refund (and a very upset child).

I know it didn't cost a lot, but its the principle.

Does anyone have any idea what i can do about this?

tarajayne

They can't be full everywhere, you could ask for weekend instead, at least that would help your little one. They still have loads from Friday 19th. 3 nights better than none. Pull a sickie on the Friday if you need to for work or school!

liz1376

Well, to be honest, i don't think i want to give Haven anymore money after this. I'll find something to do for half term, thats not the problem - I'm just really annoyed about the "we were wrong, but nothing we can do, and no you can't have a refund, its against policy" attitude.
Surely they can't cancel AND keep my money?

tarajayne

You need to speak to someone else, I've had nothing but excellent service from them, last year I got my dates muddled, had't been very well. By the time I realised we had missed most of our holiday, I thought it was the week after. I had never done anything so stupid in my life. I rang the park direct, not the brochure no. and the manager said don't worry, turn up and we will find you somewhere. They were absolutely fantastic, moved us on the last day but I was just grateful for my kids sake. You could try park direct.

withabix

I'm sure you will find the payment terms quite clearly stated in their Terms & Conditions:

http://www.havenholidays.com/tnc.aspx

Paying the holiday balance on 2007 holiday bookings - Deposits are deducted from the full amount, leaving a balance payable 8 weeks before the start of the holiday. This date is clearly shown on your holiday confirmation and balance reminders will not be sent. Bookings made within 8 weeks of the holiday start date are payable in full. If the balance is not received by the due date, the holiday will be treated as a cancellation.

liz1376

withabix wrote: »

I'm sure you will find the payment terms quite clearly stated in their Terms & Conditions:

http://www.havenholidays.com/tnc.aspx

I didn't book on the website, therefore didn't look on there, nor was i told to in my confirmation.
The payment date wasn't stated on the letter, and the person i spoke to admitted it should have been, and i wasn't sent any terms of booking - they have actually apologised and admitted their mistake, thats why i'm so annoyed that they are refusing to refund.
Also, i have paid the full cost of the accommodation anyway, its just the extras that weren't paid for.

jonesMUFCforever

How did you pay?
If you used a credit card get them to issue a chargeback.

Fruity1

My sister, I and our kiddies were booked into a sun hol at Haven Golden Sands on 2nd Nov. My daughter now has cub camp so she has rung Golden sands and they have rearranged it for the 26th oct for 3 nights which is a week earlier, and coincides with the end of half term so is actually better for us. I dont know whether they have got more avalability there, appreciate Mablethorpe is not everyones 1st choice (it wasnt ours) but after a bottle of red why worry. Good luck.