Haven - Know your refund & consumer rights before you go

MauriceMiller · 12 August 2022 at 5:17PM

Wasn't sure whether to put this in consumer rights forum but thought people more likely to look here before going on holiday. I'll try to be clear and succinct about our experience first.

Re-grading of caravans and your possible downgrade.

A lot of people booked before the grades of caravan were changed. We paid for a Dog Friendly Prestige(highest DF grade available), now called silver at same price point and using same photo representation, and were allocated Bronze which was around £210 cheaper than Prestige/Silver, but were promised it would be one previously graded Prestige and fitted with all the equipment fitted.

We acknowledge the photos used are just a representation and will vary and the photos used for Bronze can be seen as an old Prestige. It could be argued the photos used for Bronze are in some way a representation of the accommodation we received but it was certainly not Prestige. The equipment also hadn't been fitted and we couldn't see how they would be able to safely do so as there was no space for it. We also booked a 2 bed for the spacious bedroom. It was a 3 bed with saver sized bedroom.

Should be noted we booked directly with Haven but, judging by the stickers, it was a private caravan let out via Simply Letting scheme. We booked it as Dog friendly but sign above door said no pets allowed.

We questioned the grading with reception who were adamant there was no mistake, they were fully booked so couldn't move us and would arrange for the equipment to be installed. We said we were expecting decking. They said they'd never had DF with decking. We asked why we weren't transferred to Silver. They said it was because we didn't book DF with decking.

We weren't happy and were eventually offered full cancellation of booking and refund in 4 weeks. With time off work already taken and funds withheld we were forced into a corner. We called the CS who eventually rang the park and arranged £20 in vouchers as a good will gesture. We accepted under protest.

When we got back to the caravan we noticed the floor was dirty with large chunks of detritus on the kitchen and lounge carpet. I took some photos and went to reception to report it and ask for someone to come to the caravan. This was 2.5 hours after arrival. When I got back to the caravan I was told they couldn't fit the equipment. I replied I wasn't surprised and turned to see the chap coming out of the bedroom. He said "I can't just put it anywhere, I don't know what they expect me to do". Since we couldn't be moved there was little point going back to reception.

The cleaning team arrived just after he left. They agreed it wasn't cleaned to standard and asked to clean it again which they did. Reading through the T&Cs for the "No Quibble" Cleanliness Guarantee and the supporting article "Squeaky Clean Accommodation - The Details" it appeared as if we had fulfilled our obligations.

When we got home we complained via the website form and asked how this could've previously been sold as Prestige since the equipment couldn't be fitted and there was no evidence of it ever having been. We asked for confirmation our refund was being processed (should be within 14 days of start of holiday, we were then at 12th day). Though we didn't think it made it right in regards to the regrading/caravan standard since we were expecting a full refund we just wanted an explanation.

Our first response was hastily written, full of errors and anonymous. The £20 gwg we were given at the prolonged check in was now covering all equipment that couldn't be fitted. It says new claims for the "No Quibble" guarantee can't be made. All issues were rectified or compensated on park. Further emails may not be replied to but will be logged.

I reiterate that we didn't discuss the equipment that they could not fit as there was little point. I ask again for an explanation. That we reported the cleanliness to reception well within the required 4 hour time limit. The customer doesn't have to request a refund and has no option available to them that doesn't include one. Our second included an apology, as new claims can't be made after departure, and a final offer of £50 refund or £75 credit.

I am wondering how many people have booked this caravan with a Prestige premium and been brushed off with a dismal offer? The regrading seems to have been very profitable for Haven judging by posts on Twitter. I try again for an explanation. Our third response now including an increased final offer of £100 and 50% of the additional price we paid for Prestige/Silver. Still no answers. And further attempts to resolve are dismissed.

Our local CAB is closed but the CAB Consumer Helpline has advised me of the following. If you're going to Haven please take note so you're prepared should it happen to you. You also need to contact the consumer helpline to report anything to Trading Standards.

Haven failed to provide a caravan that could be fitted with the specification for Prestige. Under the CRA 2015 they have failed to perform their service with reasonable care and skill. Fair recompense would the the difference in price between the grades.

We fulfilled our obligations under the "No Quibble" Cleanliness Guarantee by reporting the issue to reception with the 4 hour deadline. Any refusal to process a full refund is breach of contract and by definition, a quibble.

We contacted Haven once more but they refuse to change their stance. If your caravan is dirty use the app to report it. Take a photo/screenshot for a timestamp. Get email confirmation of everything. Get evidence of everything even if it means taking a photo of them cleaning to prove they came to your caravan.

"An exciting experience with the loved ones is guaranteed and made all the more easy by our set of Haven assurances that look after the admin and let you focus on the memory making."

Don't believe the hype. Our fight continues.

MauriceMiller · 12 August 2022 at 5:21PM

FYI

"We hold our holiday homes to such exceptionally high cleaning standards and with our caravan cleanliness guarantee we’ll even give you a refund if you don’t agree. This is called the Haven Caravan Cleanliness Guarantee.

Once cleaned, each accommodation unit is inspected by a specially trained member of our team and is only deemed ready for guests when this check is done. A special seal will then be applied to the entrance door to signal the accommodation has been cleaned to our new standard.

Should you enter your caravan and find it not cleaned to the high levels that we expect then please report this to a member of our Holiday Reception team at Reception or via the My Haven Experience app within four hours of your arrival window. A member of our cleaning/management team will then come to inspect the accommodation with you and in the unlikely event that the caravan is not cleaned to the standard we would expect, we will offer you two choices:

Allow us one opportunity to clean the caravan again to meet the standards we have set ourselves, continue your holiday but receive a full refund
Not continue with your holiday, returning home and receiving a full refund

Please note: if the seal on your caravan is broken when you arrive, please do not enter and contact a member of the park team immediately who will be able to assist you.

We will only be able to accept complaints against the Haven Caravan Cleanliness Guarantee within the first four hours of arrival. If you report a claim after this time, or once you have departed from the holiday park, we are unfortunately unable to accept these.

For more information on our cleaning standards please click 'link', or for our Haven Promise, click 'link'. "

TonySimon · 21 August 2022 at 10:45PM

Many thanks for this information. Please do update on how you get on. I almost wish my holiday was was dirty so I could get it cleaned again and a refund.