Haven Caravan Cleanliness Guarantee

We take pride in the preparation of our accommodation so that you can enjoy a stress-free home from home whilst on holiday. We appreciate sometimes things do go wrong. If on arrival at your holiday home, you find it is not prepared to the high standards we expect, we request the opportunity to put things right.

If we are not able to, you will receive a full, refund for the cost of your holiday. Please find below the steps that we require you to take in order to qualify for this refund:

Report your concerns 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 your arrival. After rating your cleanliness on the app, we’ll ask if you would like to be contacted by a member of the team. Please accept this.

If you reported your concerns between 9am – 5pm, we will attend your holiday home within 2 hours. If you report any concerns outside of these hours, we will arrange for our team to attend within 2 hours of Reception opening the following day. Our team will inspect the accommodation with you to review your concerns and if agreed arrange a re-clean.

To ensure your holiday experience is not affected, we will clean the agreed areas within 2 hours of the accommodation being inspected.

We will ask you to confirm you are happy with the cleanliness of your holiday home once the re-clean has been completed. If this is still not the high-level we expect, you will receive a full refund for the value of your holiday.

Failure to follow these steps, invalidates our Haven Caravan Cleanliness Guarantee (HCCG). Haven Caravan Cleanliness Guarantee will only be approved by the Park Team during your stay, claims submitted after departure will not be accepted as we are unable to verify any lapse in the preparation of your holiday home after the event.

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.

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 £49 compensation referenced in our Service Charter will not be paid in addition to the refund under the Haven Caravan Cleanliness Guarantee.