Even though we’ll do all we can to give you a fantastic holiday, things do sometimes go wrong. Here’s what to do if you need to complain:
1. If there’s something wrong with your accommodation or holiday, tell the Reception team at the park straightaway so we can try to put things right.
2. If your holiday is over and you’re still unhappy, email our Guest Relations team at email@example.com or write to us at Haven Guest Relations, 1 Park Lane, Hemel Hempstead, Herts, HP2 4YL within 7 days of the end of your holiday. The letter or email must be from you (the lead booker) as you’re the person we made this agreement with. Please make sure you write your holiday reference number on your letter or email, and include your daytime and evening phone numbers.
3. Our Guest Relations team will contact the park to find out what happened. We’ll try to write back to you within 14 days of getting your letter or email.
4. Our Accommodation Guarantee: If when you check in to your accommodation you are not happy (with its condition or cleanliness, for example) and you’re still unhappy after we’ve tried to put things right, you can leave on the first day of your holiday and we’ll give you a full refund. Because we’re so sure of the quality of our caravan holiday homes, we guarantee our accommodation. But please let us try to sort it out first. Otherwise, we can’t give you your money back.