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We recently had to return from holiday in blackpool after 3 days because we paid for silver accommodation and got terrible accommodation with no offer of alternate accommodation after complaining. we got dirty, damp and disgusting accommodation and yet other people who complained got moved to better accommodation.
We had our own kids and 2 of my daughters kids with us and everyone got ill and coudnt sleep or settle at night duet to conditions.
We got a free £10 bar tab after complaining but that was useless basically.
Does anyone have any idea's how we go about reclaiming our money and trainfare as well, cause we had to go to trouble of changing our days travelling which meant we lost the seats we had booked and we ended up all over the place on journey home.
In all, our holiday was a shambles and we deserved better.
HELP!!!!
ive recently sent this letter to park resorts dont know if it helps at all and they have basically fobbed me off but any other advice would be helpfull too.
I am writing to ask that you refund the cost of my holiday at Cayton Bay park from 26/08/06 – 02/09/06, the amount being £605.
I would like to tell you about my utter disgust with one of your managers Dean Poppy. We recently visited your resort at Cayton Bay with my daughters and grandchildren and to say we were unhappy would be an understatement. We specifically stayed in one of your ‘Gold’ caravans as the space and shower facilities looked ideal for my Grandson who is disabled. We also have a 6 month old granddaughter and although we asked if there was room for a cot, were not informed that the only place for it to go would be in the main living area. This made it near on impossible for my grandson to get around in his wheelchair. The shower room that was advertised had a ledge that would have made it possible for him to sit down and shower. When we saw what the shower actually looked like we were outraged. Not only was it basic to say the least but it was also filthy along with the toilet. We called the manager immediately and asked him to come to the caravan. His attitude quite frankly was not what I would expect of anyone at any position who needs to be dealing with customers. After I explained the situation my daughter actually came and interrupted the conversation telling the manager that in no way did she expect anybody to talk to her mother the way in which he spoke to me. I have never encountered anybody quite so rude and extremely intimidating. When my daughter told him that her son could not shower with these facilities he replied ‘is there any reason he can’t wash?’. My daughter and her son have come across narrow minded and prejudice people ever since her son was born and this reply even shocked her. When she told him that the advert in the magazine was a misleading representation he told her that park resorts don’t even own them sort of caravans they are pictures of privately owned ones and although most of the gold standard caravans were the same as ours they were not about to put those pictures in their magazine!! We told Dean Poppy that we were prepared to leave straight away once he issued a refund so that we could arrange alternative accommodation. His reply was that a refund could be arranged through head office but it will ‘take a while’. In the meantime until we had a refund we could not get other accommodation and was not prepared to let our grandchildren miss out on the holiday we had promised them. All in all we had no choice but to stay at the resort where coincidently we spoke to many more people who had had rude conversations with Dean Poppy.
My targets to resolve this matter
I hope that you will enter into a sincere dialogue with me about this matter and I am writing this letter to you on the assumption that you will prefer to do this than merely respond with standard letters and leaflets.
I will give you 14 days to reply to me accepting, unconditionally, my request in principle and letting me know a date by which I will receive payment.
If you do not respond, or you do not respond positively, within this time period, I shall send you a letter before action giving you a further 14 days in which to reflect. I believe that these targets are more than sufficient for a large company such as yours with dedicated staff and departments.
After that, there will be no further communication from me and I shall issue a claim at the expiry of the second deadline, along with writing to the BH&HPA and the advertising standards authority.
Yours faithfully,
HSBC - 11/9/06 - prem letter sent 19/9/06 - lba sent £3391 requested 5/10/06 - MCOL 17/10/06 - offer for £1600 on one account recieved 28/11/06 - Full offer recieved
Capital one - 13/9/06 -letter asking for statements sent
17/10/06 - prelim sent for £640
Lloyds TSB - 13/9/06 -letter asking for statements sent
17/10/06 - prelim sent fro £732
Lloyds TSB - 26/9/06 - prem letter sent - £391
Sorry to hear your holiday was not very good and I wish you luck in getting refund and compensation as I think it is least you deserve.
I am sorry that I don't have any advice because I am in same situation as yourself and in need of help myself but your situation seems more unbelievable and diabolical considering your holiday was intended for enjoyment for disabled grand children. I wish you all the best.
I am sure their are government bodies and associations that would be interested to hear your story and help you out but also getting publicity like newspapers or M.P.'s involved would help and prevent this happening to another family.
Stick to your guns and fight them all the way and make sure you win.
Good Luck
i have posted my complaint previously to ask for advice etc but will go thru it quickly....
We paid for silver luxury caravan at cala gran park outside blackpool and got dirty, smelly and very damp caravan....we returned home 4 days early because they wouldnt put us in new caravan or take our complaints seriously.
Anyway, when we got home, I complained and sent photo's and video footage of caravan which was not fit for human habitation...after several threats and being told we wont accept new holiday, they are insisting they are within their rights to offer us a free weeks holiday in bronze accommodation (2 grades lower than we paid for) which means we pay for our own linen etc at any british holiday park and we have to let them know when we intend takin the holiday so they can ensure caravan is clean on our arrival. they also stated it cant be taken during june/july or august or any bank holiday. This is where i am havin problem.
we agreed to accept a holiday arriving 6th april 2007 and are now told we cant have that date either because a bank holiday falls between our arrivin and leaving...how can they do this? if we accept 20th April which they suggest, then we have to take our kids out of school when they are just meant to be returnin after easter break, we also took 2 of my daughters friends with us and i doubt their parents will allow us to take their kids away when they are meant to be in school.what do we do next?
we would prefer a refund which we thought we were entitled to from start but they said no we werent etc, we set a date for a holiday now they changed it?
can we just refuse the holiday now and start claiming it back through the courts? PLEASE HELP?
I'd say that you have a good case under the Trade Descriptions act in that your original holiday was not up to scratch. And it would appear that you have photos to prove this. It would also appear that the company is contravening some Environmental health rules and Health and Safety regs.
It would also seem that the holiday company is admitting some liability by offering you a cheaper holiday but on their terms whereby it is incurring very limited costs to them.
This is unacceptable and I would refuse substandard accomodation on their terms.
As long as you haven't signed anything to accept the 2007 holiday then I'd say you should demand all of your money back for the 2006 holiday plus costs for distress etc. Or alternatively, a holiday of similar standing to the 2006 one at dates that are suitable to you.
If they refuse (which they probably will) then threaten court action - give them 2 weeks to pay what you demand - then file a claim on MCOL for the full amount plus costs plus the court fee.
They will have to listen then - and will probably settle out of court.
If it gets to this and you have to go to court then post on this thread again. On how to file a MCOL claim.
they sent me credit note for the free week holiday which i photo copied and sent them back saying i justed wanted my money back. they said they are only obligated to offer complimentary holiday as they dont do refunds. Thats when i had to phone customer services and give them dates and also ask for linen to be added...they phoned back next day sayin we cant have them dates....I have not signed anything but i think because we agreed to holiday because they refused refund then we were stuffed for a refund, but that is all we wanted all along. I have kept all correspondence and e-mails from them...yes I have phot's and video footage and mentioned to them that I would report this to environmental health but they just gave some story of a manager tending the site for einspection and ordered thorough clean up of all caravans etc. what can i do now? can we refuse this holiday because we don't really want it but felt forced into accepting it.
i forgot to mention that they said we could have the week we wanted in april but only if we paid £150 to them in advance.Why should we be payin again and I have expressed unhappiness at having to pay for linen as well. we would need 4 linen packs at £10 each and we have to pay £10 deposit which we get back when linen returned.
Its just one problem after another with them then excuses
I would imagine that if you go down the route of accepting a holiday with them having nothing in writing then they can change things around to suit them and this will inevetably lead to you losing out again. Simply because nothing is in writing.
When they say they are "not obliged" to do anything other than offer the worst holiday they can find you and charge you for it however they see fit, you have to ask yourself is this really a "free" holiday? They are simply trying to minimise their costs and take away your rights as a consumer - you have to appreciate that they are bending the law against you.
It would seem from what you say that they are offering substandard holidays AND breaking all sorts of laws in the process.
You have the moral high ground and personally, I would ask for all the monery back from the original holiday or for them to relplace it with an identical one with the dates of your choosing - or take it to court and let them decide.
They may see the error of their ways and oblige especially if you are an isolated case.
Otherwise don't be afraid to threaten and take them to court to get your money back and then use that to book any holiday you wish (even at the same place if you need to) there are people on here that can help with the court claim.
someone from customer service phoned to say they will have to send us invoice for the £50 for linen which we would have to pay before 31st december or holiday is cancelled.
my husband and myself have discussed this till we are blue in face and still agree that we would prefer a refund and only agreed to take the free holiday because they forced us into it.
should we just write back and say we have decided not to accept the holiday after all and would wish a refund or go to court for it? we thought that after agreeing to easter 2007 break, they would have the upper hand now and we wouldnt have leg to stand on...we are totally fed up with this and really do not want to go on holiday with haven again. we actually chose a park in edinburgh so we could drive there and it would be easy enough to drive home again if we werent happy, so that wouldnt have been much of a holiday for us anyway..can we just decline their offer now and demand refund? would the courts think we are being petty after accepting a holiday because they refused refund?
after speaking to my husband about court action for this case, he reminded me that when we filed court action to claim charges back from Nationwide, we had papers returned so we could serve them on scottish address because scottish courts cannot serve on english territory.
this means if we want to take haven to court, then we don't have an address in scotland to write to so this would mean we have to accept a holiday on their terms.
can anyone help on this matter?
thanx
I totally agree with the managements attitude. I have gone in to detail in the forum about my complaint. Basically, my compalint was against the staff but even worst was the mangements attitude and how they handled my complaint. Totally disgusted they all need to go on courses for customer care cus none of em have any. I truly hope you get compensated cus I am gonna fight all the way. Did you see their turnovers...laughable eh....cus they obviously don't take many complaints seriously. They don't deserve the publics hard earned cash.
Originally Posted by jodyperry
hi
ive recently sent this letter to park resorts dont know if it helps at all and they have basically fobbed me off but any other advice would be helpfull too.
I am writing to ask that you refund the cost of my holiday at Cayton Bay park from 26/08/06 – 02/09/06, the amount being £605.
I would like to tell you about my utter disgust with one of your managers Dean Poppy. We recently visited your resort at Cayton Bay with my daughters and grandchildren and to say we were unhappy would be an understatement. We specifically stayed in one of your ‘Gold’ caravans as the space and shower facilities looked ideal for my Grandson who is disabled. We also have a 6 month old granddaughter and although we asked if there was room for a cot, were not informed that the only place for it to go would be in the main living area. This made it near on impossible for my grandson to get around in his wheelchair. The shower room that was advertised had a ledge that would have made it possible for him to sit down and shower. When we saw what the shower actually looked like we were outraged. Not only was it basic to say the least but it was also filthy along with the toilet. We called the manager immediately and asked him to come to the caravan. His attitude quite frankly was not what I would expect of anyone at any position who needs to be dealing with customers. After I explained the situation my daughter actually came and interrupted the conversation telling the manager that in no way did she expect anybody to talk to her mother the way in which he spoke to me. I have never encountered anybody quite so rude and extremely intimidating. When my daughter told him that her son could not shower with these facilities he replied ‘is there any reason he can’t wash?’. My daughter and her son have come across narrow minded and prejudice people ever since her son was born and this reply even shocked her. When she told him that the advert in the magazine was a misleading representation he told her that park resorts don’t even own them sort of caravans they are pictures of privately owned ones and although most of the gold standard caravans were the same as ours they were not about to put those pictures in their magazine!! We told Dean Poppy that we were prepared to leave straight away once he issued a refund so that we could arrange alternative accommodation. His reply was that a refund could be arranged through head office but it will ‘take a while’. In the meantime until we had a refund we could not get other accommodation and was not prepared to let our grandchildren miss out on the holiday we had promised them. All in all we had no choice but to stay at the resort where coincidently we spoke to many more people who had had rude conversations with Dean Poppy.
My targets to resolve this matter
I hope that you will enter into a sincere dialogue with me about this matter and I am writing this letter to you on the assumption that you will prefer to do this than merely respond with standard letters and leaflets.
I will give you 14 days to reply to me accepting, unconditionally, my request in principle and letting me know a date by which I will receive payment.
If you do not respond, or you do not respond positively, within this time period, I shall send you a letter before action giving you a further 14 days in which to reflect. I believe that these targets are more than sufficient for a large company such as yours with dedicated staff and departments.
After that, there will be no further communication from me and I shall issue a claim at the expiry of the second deadline, along with writing to the BH&HPA and the advertising standards authority.
I know its a bit late for this-cleaning contracts are tendered out-they only allow so long to clean a caravan-if you clean it properly as should be done the contractors moan like hell because the greedy xxxx just want as much as possible.They think 12 caravans a day are ok then they invent more work to do like carrying bed linen half a mile-then dont forget half a hour including walking to next caravan and bed linen-if you dont do it down to 3.00.THEY START ASKING YOU TO skip things.iF YOU HAVE STAYED THERE YOU WILL KNOW THE SIZE OF THEM.
Haven need to get a grip of the greedy contractors.
Another tip=moan like hell if caravans dirty -they will upgrade-if not satisfied keep moaning it is your holiday.
12in 6 hours-youre joking including traveling.
GET A GRIP HAVEN ITS YOUR SITE
Another thing HAVEN -QUALITY COSTS-CUSTOMERS COME FIRST-remember if provide a good clean caravan- probably the customer will maybe tell 2 friends how good it was.If you provide half measures they will delight in telling their friends perhaps 10 of them-what a lousy time they had.I know which i would prefer -do you.Good cleaning staff have walked out because they had a conscience and wouldnt do half measures,you must know how the contractors work-its your site.Take care-tawny is watching from roost in one of your sites-guess which one.
Still the same.The customers are great.The cleaners are still being treated like dirt.Less than min wage most weeks.Even know of one customer or one big group of customers who bought two cleaners a drink and a packet of crisps.I feel Haven havent learnt anything.The other night on tv a new director of Park Resorts(a rival site)went undercover to find out how staff and customers thought of his company,MMM-he then acted on what he learnt,thats the type of guy needed these days.
haven holiday in blackpool
in blackpool after 3 days because we paid for silver accommodation and got terrible accommodation with no offer of alternate accommodation after complaining. we got dirty, damp and disgusting accommodation and yet other people who complained got moved to better accommodation.
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Re: haven holiday in blackpool
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Re: haven holiday in blackpool
Originally Posted by jodyperry
