If, on arrival at your holiday home, you find it is not cleaned to the high standards we expect you will receive a full, no-quibble refund for the cost of your holiday. You must report this to a member of our Holiday Reception team at Reception or via the My Haven app as part of the check-in process within 4 hours of arrival. After rating your cleanliness on the app, we’ll ask if you would like to be contacted by a member of the team. Failure to contact Holiday Reception or if using the My Haven app not asking to be contacted within 4 hours, invalidates our Haven Caravan Cleanliness Guarantee (HCCG). We won’t accept claims after this time. A member of our cleaning or management team will inspect the accommodation with you to review the issue. To meet the standards that we set, we would love the opportunity to clean your holiday home again, so that you can carry on enjoying your getaway. But, if you feel this is not possible, we understand. Whether you continue your holiday or return home you will receive a full, no-quibble refund for the cost of your holiday. This will be agreed at the time.
What is covered by HCCG: a failure to adequately clean the oven, fridge or microwave; carpets not vacuumed; toilet, bathroom or shower not adequately cleaned; dirty guest linen; or unemptied bins and any other similar missed cleaning standards.
What is not covered by HCCG: interior wear and tear; interior maintenance issues; missing items of inventory; external appearance of the caravan; general signs of age of accommodation; and location of the accommodation on the park.
HCCG covers all accommodation booked directly with Haven. Accommodation booked privately is not covered by HCCG as the booking agreement is between the guest and the private letting owner, not with Haven. Refunds will be processed and paid to you within 14 days of your holiday start date. Please note that the £50 compensation referenced in our Service Charter will not be paid in addition to the refund under the Haven Caravan Cleanliness Guarantee.