Choose your holiday home

Published 26/06/2017 01.24 PM  | Updated 05/02/2020 10.06 AM
Q. What is Choose Your Holiday Home?
Choose Your Holiday Home is a new platform that allows guests to hand-pick their exact holiday home and its location for their stay on park.

Q. What parks are on Choose Your Holiday Home?
Choose Your Holiday Home is available at all of our parks, with the exception of Reighton Sands, Church Farm and Lydstep.

Q. How much does it cost to Choose Your Holiday Home?
Pricing starts from £30 and is clearly displayed during your time of booking.

Q. How do I book Choose Your Holiday Home?
Should your booking be eligible for Choose Your Holiday Home, you will receive an email from Haven inviting you to log into My Haven Holiday and pre-select your location ahead of your break. If you have booked through your park or our Haven Contact Centre, you will need to log on to the Haven website and create an account.

Q. Do I get anything extra included in my price?
The price paid is for the process of selecting your holiday home. If you wish to upgrade your van, new features will be included.

Q. I haven't paid in full, will the cost be added to my booking or do I need to pay for this now?
The additional cost will need to be paid at the time of booking. If payment is not made prior to arrival, you will not be allocated a home on the Choose Your Holiday Home scheme but will receive an allocated home by the park team.

Q. Can I amend my selection once I've booked?
If you wish to amend your booking, please call your holiday park team or speak to our Contact Centre team who will be happy to assist you.

Q. What customer support is there?
Our park teams are on hand to assist you with any questions relating to your Choose Your Holiday Home booking and have the ability to manage your booking locally.

Q. I've made an error on my booking, what do I do?
We ask all our guests invited to log into their My Haven Holiday account and follow the step-by-step process for Choose Your Holiday Home as this is an online scheme. Hopefully these FAQs will answer any queries. However, if you feel you have made an error on your booking, please call your park team who will be happy to help.

Q. Am I entitled to a refund?
If you've made an incorrect booking on the Choose Your Holiday Home scheme or wish to cancel the add on, you can do so at any time. Any refunds will be as per our Terms and Conditions.

Please give your park team a call and they'll be happy to help.

Q. What happens if I want to change the location or van once I arrive on park?
Whilst location changes once your arrive on park cannot be guaranteed, our reception team will be on hand for any queries you may have and will do their best to help where possible.

Q. How do I check-in to this holiday home?
When you arrive on park, you will be able to go straight reception, where your keys and welcome pack will be waiting. Your specific check-in time can be found on your confirmation.

Q. Can I upgrade?
Yes, our Choose Your Holiday Home platform also offers the opportunity to upgrade your holiday. All available homes can be found on the map; once you've selected an upgrade option, you will be able to see a list of key features.

Q. Is this scheme open to all guests on park?
Choose Your Holiday Home is available on the majority of Haven bookings. Exclusions include:
7-night bookings arriving on a Saturday
Dog friendly newspaper promotional bookings
A booking of more than 7-nights
3rd Party bookings

Q. I chose a holiday home. I've changed my mind and want to cancel my Choose Your Holiday Home and just keep my original booking can I do this?
Yes of course. Please call your park team and they can issue a refund for Choose Your Holiday Home. This will not affect your original booking in anyway.

We would love your feedback on this service, so please do let us know what prompted you to change your mind.

Q. I come to Haven regularly. Why do I have to pay when I was given the area I wanted for free previously?
The objective of Choose Your Holiday Home is to see, that for a small charge, for those guests that do make a request, that they get the holiday home and location of their choosing, rather than being automatically allocated by our system.

By being part of choosing your holiday home as an add-on to your booking, you are guaranteeing your location on park.

Q. Can I link another booking to mine so I can be close with my family?
Whilst you cannot directly link to another booking, our Choose Your Holiday Home platform allows you to share your location with friends and family via email to help keep your nearest and dearest close.

Q. I am having issues accessing Choose Your Holiday Home
Choose Your Holiday Home is available to access anytime from March-October up to two weeks ahead of your stay. If you are trying to access the platform within this time and are still having problems, please contact our park teams or use the webchat function to speak directly to our contact centre.

Q. I am having issues with the website, what do I do?
If you have followed the step-by-step guide on the website, and these FAQs don't answer your query, please give our park teams a call or use the webchat function to talk directly to our call centre.

Q. I can see there are no more holiday homes available that match my chosen criteria, will more become available at a later date?
As we only have a limited number of holiday homes available per park, allocations will be made on a first come, first serve basis. Due to unforeseen cancellations, availability may be subject to change.

Q. Can I reserve the location and book it later?
Choose Your Holiday Home becomes available to guests once a booking has been made.

Q. Where do I feedback on my experience as a Choose Your Holiday Home customer?
We value all feedback from our guests and would love to hear what you think of Choose Your Holiday Home. You can do this by speaking directly to our park teams both before and during your break, or fill in the feedback form on the haven.com homepage.

Q. I've booked onto the Choose Your Holiday Home scheme. What does a 'quiet area' mean?
Our ‘quiet areas’ ensure your holiday isn’t situated near any main roads or thoroughfares on the park in order to help make your stay as peaceful as possible.

Q. What does a 'sea view' mean?
If opting for a ‘sea view’ location, your chosen holiday home will have a view of the sea out of your main living room window.

Q. What does 'close to the main facilities' mean?
If you select a location ‘close to the main facilities’ your holiday home will be situated no more than a 2-3-minute walk from our main complex. Please note, this area may not always be flat.

Q. Why can’t I see what holiday home I am allocated into before I make a choice?
As our holiday homes are allocated on arrival at the park, we are unable to divulge this information ahead of your stay. If you wish to guarantee a particular holiday home, please use the Choose Your Holiday Home feature.

Q. Where do I see what's included in my holiday home?
When selecting your holiday home, a full list of amenities will be available to view for each location. This is available to access via your My Haven Holiday login.

Q. Do I get any discount on this element of the holiday?
Discounts are not available for add-ons such as Choose Your Holiday Home and only apply to accommodation bookings.

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