Haven holidays

kaysey5985

Can anyone help or advise please?  And apologies if I'm doing this all wrong it's my first time posting anything.  I booked a holiday with Haven, 4 nights 25th -28th May 2020 at Casitr-on-Sea.  Cost me almost £800.  Due to COVID the holiday was cancelled.  I was sent an mail giving me 2 options: to get a refund or rebook.  I chose to rebook, Haven acknowledged this and on 28th May I received an email from them saying I would (in the next few weeks) receive a 'unique email' with a link to rebook my holiday.

Some 17 weeks later, 3 letters in I have received no communication from them.  I have asked for a full and immediate refund.  I have sent letters guaranteed next day delivery and recorded delivery all of which I know have been signed for.  To Guest Relations.  Complaints Dept.  Nothing.

I have tried calling so many Haven numbers, even when they open at 9am to be met with the same automated voicemail that 'they are very busy right now and wait time could be up to 90 minutes' or, can't take calls and then you are cut off.

I am at my wits end and don't know what to do if I cannot get any response via letter or call (or email - it says their email addresses aren't available - how convenient).  £800 might not be a lot of money to them but it is to me!  Just the courtesy of a response would be something.  I paid by debit card too not credit, so not sure if that affects me?

WeAreGhosts

Have you tried Twitter? They are on there and do seem to to reply to queries.

DerektheDonkey

As above, they will respond via twitter even if it takes 3 days or so.

I have spoken to them a number of times recently on 0333 202 5287 , the warning of a 90 minute wait normally turns out to be about 10 minutes maximum