Complaint: booking and the way we was spoke to and treated

on 05 May 2022 about Haven Holidays in category Travel

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My complaint:

booking ref : 12325583

first booked the holiday 11821 deluxe 2 bed dog friendly
fully paid 61121
111121 up graded to 12 bay view prestige 2 bed with decking dog friendly
well so we thought ??? I spoke to the person and ask if the holiday was available at the address yes it was so we up graded
when we arrived on site we parked at 12 bay view
walked around to check in at 2 spoke to the lady behind the counter she said the van was open and ready we walked round and it was locked so I walked back round said it was locked so they sent someone round to unlock

so we started unpacking later the lady turned up asking us why we was in this van took my number and said she would get back to me

she called me back saying we was in the wrong holiday home to get out because it wasn’t dog friendly no explanation why I tried to say on the phone that I upgraded last year and they told me it was available

so we unpacked and drove back round to the reception went in to the office to sort things out she kept asking for the key we kept saying it was locked you let us into the holiday home we haven’t got a key.
the way we was spoken to was shocking,we are done with haven

Suggested solution:

sort your booking and staff out the way we was spoken to was shocking

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