My complaint:
I am writing to express my extreme dissatisfaction and disappointment with our recent stay at Presthaven Haven Holidays, which took place from the 18th of September to the 22nd of September, with a booking reference number: 13226964.
Arrival on Park:
Upon arriving at the park around 6:45 pm, my family and I were shocked to find that we were given a cheaper Saver caravan instead of the Bronze one we paid for. I called the reception to address this issue, but the representative was incredibly condescending and rude. Despite clear discrepancies in size (10 ft instead of 12 ft) and the absence of central heating, they insisted we were in a Bronze caravan, contradicting their own website\’s guarantee of central heating in this category.
After an extended wait on hold, they offered no solution that night, claiming it was too late. They suggested we call the next morning to potentially move, but no guarantee was provided. This left us stuck with the wrong caravan due to prior commitments off-site early the next day. To make matters worse, the Haven Holidays app removed our cleanliness check option and downgraded our booking from Bronze to Saver shortly after this frustrating phone call. The experience was infuriating and disappointing.
Maintenance:
Throughout our stay, we faced numerous maintenance issues. The primary source of heat was an electric panel heater, but the remote control needed to operate it was missing. This rendered the heater unusable, leaving us without proper heating in the caravan. I attempted to contact Presthaven customer services multiple times each day to report this issue, but the calls often disconnected after a lengthy wait.
In addition to the heating problem, we encountered a significant issue with the master bed. Several slats were missing, causing the mattress to sag uncomfortably due to the missing supports. This further added to our discomfort during the stay.
It was only on the last day before our departure that a remote control was finally dropped off at our caravan after enduring three days of no heating. This lack of maintenance and timely resolution, coupled with the issues with the master bed, further soured our experience at Presthaven.
Accessibility:
The issues with the caravan\’s grade and maintenance were compounded by our family\’s mobility issues. The incorrect caravan, which was significantly narrower than the Bronze category we had booked, posed challenges for us throughout our stay. This contradicted the information provided on your website and added to our frustration and disappointment.
Moreover, the dismissive and argumentative attitude of the customer service representative we spoke with exacerbated our feelings of dissatisfaction. Their refusal to acknowledge the discrepancies in our booking, coupled with their condescending tone, made our experience at Presthaven deeply unpleasant and stressful.
Attempted Resolution:
Despite our numerous attempts to address the issues during our stay, Presthaven Haven Holidays provided no satisfactory resolution. When we raised concerns about the wrong caravan grade, the representative dismissed us, offering no immediate solution. They insisted we were in the correct caravan, despite clear evidence to the contrary.
For the issues with the electric panel heater and missing slats in the master bed, our calls often disconnected after long wait times. It wasn\’t until the last day that a remote control was provided, leaving us without heating for most of our visit. No resolution was offered for the uncomfortable sleeping situation.
Suggested solution:
To rectify the numerous issues and disappointments we experienced during our stay at Presthaven Haven Holidays, we kindly request a full refund for our booking with reference number: 13226964. Given the incorrect caravan grade, lack of central heating, maintenance problems, and the unhelpful responses we received, a refund is the minimum acceptable resolution.
Our primary goal is to be fairly compensated for the subpar experience we endured and to ensure that other guests do not face similar frustrations in the future. We believe that a full refund is the appropriate step to address the shortcomings of our stay and to maintain the integrity of your services.
