Haven Holidays review: Haven holiday - Thornwick Bay caravan

Friday 22nd August 2025 - Monday 30th August 2025

We arrived at 4pm, went to the caravan (32 - kestral Quay).
Really disappointing. We noticed immediately that the interior smelt strongly of cigarettes. As non-smokers this was far from ideal, it gave me a headache. I also have 3 children, one being a toddler, and this wasn't what we expected.
I also noticed cigarette butt's all around the caravan, next to the entrance steps and under each window. Not great when the caravan’s are meant to be no-smoking.
We called for assistance and was told they couldn’t relocate us, but that they would get someone to do a ‘fog’ clean, which would take 30mins and we couldn’t be there. No time was given for when this would happen. We had a boot full of stuff, including food, but had to go for a walk and leave it.

We came back at 5.45 and the cleaning was in progress, not due to be finished until 6, so we went away again. When we came back it was better but still smelt of smoke and the cigarette butts were still there.
They remained there for the entirety of our stay and the smoky smell came back and made the caravan uncomfortable. It was really bad in the bedroom where my wife and toddler slept as well – far from ideal. I didn’t raise this again whilst there, as only there a few days and had activities booked, but this was well below par and ruined our stay – we didn’t want to come back to the caravan!

When we returned home our clothes did smell of smoke and needed a thorough wash. Also, I continued to have throat issues for a few days, as did my wife and two of my children.
I thought it was illegal for people to smoke in the caravans, something which clearly happened on this occasion. I certainly didn't expect to face this problem and I really feel my family need compensating for it.
I look forward to your swift reply.