Haven Holidays Head Offices - Hemel Hempstead

Louise G.

No help at all the phoned customer service and the help is next to none they will not give deposit back even if you cancel 2 1/2 mouth before the actual holiday. Day light robbery will not be going to heaven at all again they are scamers and thief's. Save money and go to independent holiday parks cheaper and don't rip you off.

Hayley C.

Paid for the cancellation protection on booking as partner is in the forces, had to cancel due to deployment and Haven sent this email
"Due to purchasing our Haven holiday protection, if you could forward some official documentation that shows you are unable to travel for this holiday for the provided reason, we can move forward with your cancellation under the correct terms. This would be at a loss of the £22.00 HHP with a refund requested for £656.00.
​
Kind regards,
Haven"

I called to query and they do indeed expect a letter or some form of evidence to justify why I 'cannot travel'.
This is so incredibly insensitive and inappropriate and no doubt a total breach of GDPR. Imagine If the circumstance where A was serious/terminal Illness or death has occurred etc they expecting a written diagnosis of terminal illness, or death cert, they're site says's
Online Haven Holiday Protection (HHP) covers: "Redundancy,
Sickness, Jury service, Death"
So it not really the standard cancellation protection at all!!
No One should feel they need to divulge very personal and sensitive information to Haven so they can play devil's advocate and decide if a refund is warranted.
TOTAL disregard of purchasing laws and consumer rights act. Disgusting! AVOID

Hannah G.

I would like to make a formal complaint regarding our recent visit to Marten Mere in Blackpool. We've stayed here quite a few times and never had a problem, until now. We were supposed to be staying from Friday 1st Nov to Monday 4th Nov. Staying in Kensington 131. Having a good time to start with. Enjoyed the evening entertainment. Then due to an incident that happened outside our caravan the Friday night, we were asked to vacate the premises the next day. An incident that wasn't our fault. My husband was attacked. The security guards were very intimidating. My husband has a disability and has an LVAd and the security guards though that was funny that he had to be plugged in at night. They said and I quote "how are you still alive now if your not plugged in." Tried to explain because he connects himself to batteries during the day that are in battery packs. They also tried accusing him of trying to start the car under the influence. He opened the car with an app on his phone cz the caravan keys were in there. The car keys were back at the caravan so he wdnt have been able to start the car without the keys. They were absolutely disgusting and in his face, then when he retaliates and shouts back at them, he's the one in wrong. He feels utterly discriminated against because of his disability. Because we had our children with us and promised them a holiday we had to fork out another £200 to book hotel in blackpool, which saved our holiday. The person that attacked my husband was taken away by the police and arrested, but then I find out the next day that she was back on site staying at 9 Kensington whilst we all had to pack up our things and move somewhere else. We want reimbursing or compensating for the inconvenience that you have cause us or we will take this matter further. Our children were left so upset, as they were really looking forward to the Halloween entertainment the next evening. Just think the way we've been treated is appalling. They go on about company policy, but what about company policy regarding security guards. Surely it's not acceptable to be that intimidating. We have stayed at Haven sites before and this has never happened. I can honestly say we won't be staying at Marten mere again. The restaurant was awful. The food came out 5 mins after we ordered and was cold, like it had been left out on the side in the kitchen. When we got to the caravan, door handles were broken and had no hot water. There was an awful smell when arrived in the caravan aswell. Smelt like someone had been sick and also a smokey Smell. There was a stain on the carpet. The windows had been left open, so obviously trying to air out the smell. This has got to be the worst experience, I have ever had with Haven.

Booking reference was: 13137932

Andrew L.

Hi me and my wife have just come back from primrose valley site nr filey, when we first entered the caravan it looked ok but looking at the bathroom the shower door was hanging off, the shower head had been broken off and the toilet roll holder was on the floor, there was no sweeping brush or mop in there either, we went to reception and these were put rite within a hour, after this it all just went down hill, we went to use cups out of the cupboard and they were disgusting, (which i have pictures of ) ,they had never been cleaned, the plates and glasses all looked like they had all been washed in water that had been used for cleaning the floor .This got reported and we were told the manager would get back in touch with us as she was out on site, after costing us £849 you would expect better than this, we spent the next couple of hours then cleaning plates, glasses , cups etc time when we should have been relaxing, we had booked on to be there over the new year to spend time with friends so we paid extra for the passes to go into the entertainment lounge, when we got there on new yrs eve we were turned away as it was too full for me and my wife to go in to meet friends which left us spending new yrs eve in the caravan on our own, im appalled that they have sold more passes than they have space to accommodate, we have spent many years visiting your sites and this has left a bad feeling about visiting again as no one has even replied to emails of phoned me back , i feel like we have just been fobbed off and no one cares about what we have had to deal with not only costing us in cleaning products but in time we should not have been cleaning ,and selling us passes what looks like to me first come will get in and if your late just go away. I really hope someone gets in touch to sort this out as i am taking steps to take this as far as i can ,
Very disappointed customer
Andy

Alison W.

haven mis sold me pick your caravan at presthaven still waiting for a refund this was in may 2024 also we went in march a silver awful this is what we had to look at

Gherici N.

To whom it may concern

We chose to come back to Seashore because I've been and kids had such a great time the previous year, so I booked one saver Grade Package caravans, after being impressed by the advertised features, images, and videos on the Haven website, which made the accommodations look better. However, the caravan I was given was Jasmine 74.
Upon arriving with my family, I opened the door to our caravan and immediately thought I was in the wrong place. It looked nothing like what was shown on Haven website, this time the caravan was abysmal, were bitterly disappointed with the state of our caravan, I understand there may be slight variations in appearance, but the differences were far beyond acceptable (as you can see from my photos).the arrival didn’t meet our expectations on this occasion
As soon as I entered, I was met with an overwhelming smell of old and filthiness. The furnishings were very old and smelly which is a blatant misrepresentation.as well we were welcomed by a black spider not one, not two. This left my kids worried about staying in the caravan,  also the dust all over the kitchen worktops, the webs in every corner, this was the caravan where my Childs would have slept, which added to our concern. I was so worried, the AirEvac was blocked with dust,  we also noticed crumbs in sofa, dining table was sticky with food stains.
We then examined the beds and found the springs sticking up from a really worn mattress making them impossible to sleep on
I immediately went back to Reception. They sent housekeeping, who attempted to clean, but it was quite late to do so, he informed it will take at least two hours, when I asked if the property does look like had been cleaned before our arrival? the housekeeper was shocked at how bad it was, he responded just by shaking his head,  and mentioned this caravan should have been checked much earlier, knowing that they are expecting you, at this point my family and I were very upset and dissatisfied with the accommodation, we felt intimidated,
this making our first day very disruptive and upsetting and stressful,
The manageress only offered us the word Sorry, she could not find a caravan to accommodate us for same budget, only pet frindly one which is not suitable for my kids, unsatisfactory option, I felt pressured to leave unwelcome  it was around 20:05 ,  she suggested that my only other option was to raise my complaint to Haven customer relation, instead of using her discretion to accommodate us at least just for one night in expensive caravan while ours will be cleaned,
Not offering me a full refund which she mentioned that it will take 28 days to receive it how dare she let me leaving the site at late time to
drive with 3 kids back to london without taking my safety and my family onboard or on consideration,
Later on, I've checked Haven Web, I find some offer still available not same price but where the manageress could used her discretion to accommodate us for the sake of my kids because it was late, pushing me to drive back to London at a late night time which I find it unprofessional act after Haven team failed on their task to mainted the caravan up to standard of the hygiene and to deliver a good custermer service.
I will blame Haven for wasting my fuel and the time of my journey from London to Seashore and from Seashore also causing stress to my kids
Looking forward to Restore our faith in Haven to push us to come back, hopefully!!

Booking reference:14858*
Seashore on 30/08/2024.

Lee J.

Absolutely disgusting caravan urine and blood soaked duvet left in main bedroom.
Caravan dirty chewing gum left stuck on windowsill in longe used dirty towel left in main bedroom from previous occupant.
Blue Dolphin Scarborough.
Management not interested didn't bother to contact me back had to keep chasing them.

Website states that they have very high standars of cleninless this is a joke the whole caravan was dirty and grubby they just want your money not interested after they have it.

Billy W.

Arrived at my caravan at my elected time4-5.
Caravan was disgusting,waited outside with my family until 18.30 while caravan cleaned a second time,cushion covers removed and never returned.
What I discovered behind the couch on my final day will horrify all parents,especially with children who have breathing issues.
I will never set foot in another Haven after this,I don’t have words to describe how horrified I was.