Haven Holidays review: Disgusting, unclean, not suitable to stay in. Awful customer service - Never again!

Presthaven Haven holiday
Arrived 18/08/26
Left 18/08/26

We arrived just after 3pm and went to see if the caravan was ready. It was not as there wasn’t a seal on the door and it looked like it hadn’t been cleaned yet. So we went to the amusements and waiting for after 5pm as the app stated it would be ready for check in between 4-5pm. When we came back at about 5:15 the caravan had a seal on it and it had a welcome envelope with our key inside. The caravan was very dirty, the floors hadn’t been swept or mopped. The dirt was thick when wiped with a kitchen paper towel. There were numerous stains on sofa, carpets, beds and surfaces. There was a long hair on one of the shelves in the fridge. There was ice cream in a bowl left in the freezer. The bedrooms did not have linen on or sheets on beds. They didn’t leave any pillows either. There was a razor blade cover inside the dirty shower cubicle. A poo stain on the carpet in one of the rooms. Pee stains on the mattress.
I went to speak to the reception team to ask them to clean and supply sheets and pillows to beds. They said they would notify the cleaning staff and they aim to go around within 4 hours. This was unacceptable as the beds did not have any pillows and didn’t have linen or sheets on them. We have two very young kids and couldn’t wait 4 hours for this to be done. I complained and asked to see a manager to get it done sooner. I was told the manager has made a call and someone will come to our caravan straight away. I went back and waited for an hour. No one showed up. I went back to reception to find it closed and no way to call or speak to anyone else.

We ended up leaving as no one came to clean the caravan and to provide us with sheets, pillows and linen. When I went back the reception was closed. I spoke to the security team and they said there was that many complaints about not having bed sheets and pillows they said it must have been hundreds. When I was speaking to them there were three other people complaining at the same time. They said they had some sheets but not pillows or linen for all the beds. I informed them that we intend to leave as we couldn’t stay due to the cleanliness and lack of bed sheets and pillows. I also told the security team at the gate when we left and handed them the keys.
Complained after holiday using their complaints procedure. took a month to reply. Told me they were sorry for our experience. That was it! Not very sincere or understanding. Then told me there was nothing else they can do and said any further communication would not be monitored.

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