Haven Holidays review: booking ref: 15538984Poor accesibility and discrimination against disabled users

booking ref [protected]
I am writing to formally complain about the handling of my recent booking for an accessible caravan at Haven Orchards, and to request an immediate resolution.

This situation is not only unacceptable but deeply distressing.

I made this booking specifically on the basis of accessibility needs. Three out of the four people in my party are officially registered as disabled, all with Blue Badges, and the fourth person has significant mobility limitations and cannot walk far. Two of us require walking aids (canes), and one member of our group would not be able to use a mobility scooter due to personal dignity and distress—it is not a viable solution.

Crucially, I took the additional step of calling your team after booking to explicitly confirm that the accessible caravan would be located close to facilities. I was reassured at that time. Based on that assurance, I proceeded with the booking in good faith.

I have now been informed that the caravan is “a short walk” away from amenities. This description is entirely inappropriate and misleading. What may be considered a short walk for able-bodied individuals is not remotely suitable for people with disabilities. As a result, we are now being told we would need to drive to access basic facilities—effectively stripping us of the independence and experience we specifically booked and paid for.

This fundamentally defeats the purpose of booking an accessible caravan.

Furthermore:

We are now unable to safely or reasonably enjoy the holiday we planned.

Being forced to drive everywhere means we cannot even relax with something as simple as a glass of wine.

The emotional impact of this situation has been significant—we have been left upset, frustrated, and extremely disappointed.

This trip was something we had all been looking forward to, particularly as NHS workers who rarely get the opportunity to rest and recharge. To have this experience undermined in this way is incredibly disheartening.

I am also extremely concerned by your refusal to either:

Relocate us to a more suitably positioned caravan, even if it is not accessible or

Provide a full refund with appropriate compensation

This is especially troubling given that, on previous visits, caravans have been moved at short notice. I would therefore like a clear explanation as to why this is no longer possible in our case.

I must also make it clear that this situation raises serious concerns under the Equality Act 2010. As a service provider, you have a legal duty to make reasonable adjustments for disabled guests and to ensure that they are not placed at a substantial disadvantage compared to non-disabled guests.

Despite clearly communicating our needs in advance and receiving reassurance, the accommodation provided is not reasonably accessible in practice. Being required to travel distances that are not manageable for disabled individuals, or to rely on driving as the only means of accessing facilities, does not constitute a reasonable adjustment.

At present, this situation gives the appearance that our accessibility needs have not been properly considered, and that we are being placed at a significant and unfair disadvantage.

To resolve this matter, I am requesting the following:

Immediate relocation to an caravan that is genuinely close to facilities, as originally assured, OR

A full refund, along with appropriate compensation for the distress, inconvenience, and loss of enjoyment caused.

If this matter is not resolved promptly, I will have no choice but to escalate this complaint further, including seeking advice regarding my rights under the Equality Act 2010.

I expect a swift and meaningful response.

Yours faithfully,
Samantha Marsland