Finally got round to writing up a review. Please take seriously and bear in mind, whilst you read this, that we have a wheelchair-bound disabled child !
We paid £348 for a 4 day during the Easter Holidays. Arrived at 4pm to a full car park, no signage or directions as to where you "book in", had to park hundreds of yards away, went to the main reception area, told to go to the main building where we had to literally push our way through the amusement arcade and into the bar area where they had set up a makeshift booking-in area which consisted of two desks put together.
Queue was horrendous. Took us 1 hour 43 minutes to get served (timed it as I could see me having to write a review within 10 minutes of our arrival !!) . The bar area was dimly lit, chairs that were available were stained, the place smelled really musky and the carpet was filthy. Got given the map showing the location of our caravan and one key. Why only one key ? “We keep the other in case you lose yours”. Ok, fair enough.
Headed off to our "state of the art" caravan (prestige apparently), and found someone else had been given our caravan. Checked their key and ours and both worked. Back in the car, had to find a parking space again, went to the main reception (no way were we queuing again for another 1+ hour) where they told us to wait....and wait.....and wait.
37 minutes later (yep, timed it again !) they came back to say that the occupants of our caravan were not willing to move and that they were going to give us a caravan of the same "quality". Back in the car, entered our substitute caravan and oh my god ! Carpet was damp and stained, whole place smelled of p*ss, crockery was dirty, bedding and seating were stained (yuk !) - remember this was £348 and a "Prestige, top of the range caravan". Also, no ramp for our childs wheelchair. Back in the car, find another parking space, back to the main reception. Complain. And wait. And waited some more.
26 minutes later, I start to make a fuss in full view of other holidaymakers. They usher us into an office. There is nothing wrong with our caravan they say - "it was cleaned this morning". I proceeded to advise that we made it clear at the time of our booking that we required a caravan with wheelchair access. "We don't provide caravans with wheelchair access" they say. We'll, what is the point in being here, I replied to which they responded "Not a lot, probably".
Sums up their whole attitude. Ok, I said, give me another caravan of the standard I expect and noted in your brochure and I’ll just carry my child in and out of the caravan. Sorry, they said, we are fully booked. Well, we’re not staying in a filthy caravan so I’d like a refund please. “We can’t authorise refunds from here – you’ll have to contact our Head Office”. As it was now after 6pm, their Head Office was closed. Summing up, left house at 2pm, arrived at 4pm, left at 8pm and was back home for 10pm - the same day.
Next day, I contacted their Head Office, they said contact the Haggerston Castleresort direct. Contacted Haggerston Castle “Yep, no problem, we can deal with the refund for you…….”. How long will it take, I asked (it was paid by visa) – “Well, we need to send you out a disclaimer form for you to sign, once we receive it back it will take @10 days to process”. Brilliant, I thought. They had the form there all this time, could have given it to me when I was there, we now have to wait probably up to 2 weeks for a refund and we had no Easter holiday for the kids. Remember, this is how they treat kids with a disability. Thanks Haven !
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NH Hotels, the hotel chain leader in Europe, with more than 300 hotels in 20 countries in Europe, Latin America and Africa. Enter into our web site and find the best available tariff at all times
Advantages: Great Chinese Buffet Restaurant on site. Good location. V. near A1 Disadvantages: V. near A1. Extortionate price at shops/takeaways on site.
mrs_g_p 07.10.2006 (07.10.2006)
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Apr 29th, 2009
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