Bourne Leisure reviews and complaints

I am incensed by decision to cancel the Oct Bootleg ball in favour of Bangface!

This is a kick in the teeth to weekender regulars like me and my group.

Little warning, offers to re book (yeah thats gonna happen now!) Book future events blindly without knowing lineups and paying extra.

Great public relations Butlins. I will track down Peter Harris and ask him or his family to explain themselves.

This is greed personified and you should hang your heads in shame. People are struggling financially and for some weekenders are their yearly holiday.

This will not be forgiven by me or the hundreds in the Butlins weekenders facebook groups. A BIG FAT OWN GOAL CHAPS!.

Friends and Family Passes

Hopton

Office have told me without physical cards being presented to be cancelled I cannot get people removed from my friends and family list.

I have 3 people the who due to various personal situations are unable to use my caravan this year as they would like to.

I have requested passes to be returned but they have lost/ destroyed passes as previously they were renewed annually.

I understand that some people may abuse the system.

I feel my £9000@yr does not give me control over my caravan or choice of guests.

I don't charge guests as per the rules. All our repairs etc go through Haven and we support events when we can.

I feel this decision not to allow owners/me to renew passes yearly will have overall impact on £s being spent on site.

Potentially for me 18 guests not spending.

Next steps please I look forward hearing from you to discuss.

I am in middle of my weekend holiday, during both visits so far to the Brigs of Ayr, we have had to go hunting for cutlery, to then having to find manager (looking) for them to go looking for them through the back!

We asked for our table to be cleaned as was all sticky and wet from last customer, the member of staff came over with a damp cloth to wipe it, no cleaning spray! To which we then redone ourselves!

I understand the place is busy, but the servers are very rude, don't really care, yes they clear tables but do not then clean the tables and floor surrounding the area.

Brigs of Ayr worst ever restaurant, ordered sunday dinner charged full price, half the food wasnt on plate but still charged full price for the food we didn't get and wasnt informed when ordering that they didnt have it, when we asked about the missing food we where told none left, only being 2 hrs into lunch during peek season? the food we did did get was hard and under cooked or burnt. We asked to speak to manager and was told we need to go to him and complain as he didnt want to speak to us. (Badesh is his name) When we did speak to him he was very hostile and aggressive and unsympathetic to us shouting loudly at us"what you want me to do about it?" No customer service skills whatsoever and embarrassingly very rude to us, Also couldn't get in for breakfast for 2 people, place was just open @9.30 am just 4 people in it, told no walk ins, also fire doors at stairs still locked when venue open is illegal. I work for Scottish government office and will be discussing all these issues with Ayrsire MPs. Holiday ruined by a manager that should never been employed in first place.

Date of stay 7th - 10th JULY Harbour suite number 23 ref no. [protected]

The shower cubicle had a lot of black mould and the shower head had hardly any pressure. I have photos.

The entrance door swung back as it was opened and would not open fully.

The path to to the door had a broken rope which had been fitted back in different position really needed a new length of rope.

The parking post with the room number was also rotten and falling apart.

The bedroom was very small and had a small mirror approx. 12" by 6" and no light over as the bedroom lights were in ceiling and over the bed.

There was no full length mirror.

Hanging space was very narrow and not long enough as there was a shelf which had the safe on and trousers and dresses were rested on shelf.

In January 22 we stayed in Harbour number 14 and it was really super so we expected this one to the same as we ungraded from Woodland lodge but feel really disappointed with room 23 and cannot understand how this room can be the same price as the larger rooms.

We did receive a £50 credit and all the staff involved were very helpful.

The shower was deep cleaned but not round the bottom as it needed to have mastic removed and renewed.

Look forward to receiving your comments

Regards Linda and John Savage

Hi, Decided to terminate our too expensive site fees park Craig Tara and remove holiday home to a cheaper park. Signed papers 7/5/23 for termination date 10/5/23 and was sad to see after paying £5,386 and only using the pitch March April and 10 days in May 1 year site fees @ £547 per month, March April and 10 days in May = £1,280 + £124.36 gas + £84.30 electric + disconnection fee £299 = total usage £1787.66. That usage from my £5,386 = £3,514.34 refund. Haven refund £2153.46 = £1,360.88 short.

Hi I was a member of allhallows yacht club. Now that haven have taken it over old members were promised that we were welcome to use it. But now we can access it but only by foot. I suffer from osteoarthritis and unable to walk from my home in allhallows to the yacht club. I have contacted haven and offered to pay my old membership fee. But no response. Haven have taken away the old colf club and said the yacht was now free to use.

ok But if I can't use my car I have lost both. All I need is a pass to access club which I am willing to pay for. Can you help please.

[protected]@gmail.com

My caravan was over run with rats at the start of December. When I arrived at my caravan there was rat droppings absolutely everywhere all over floor in cupboards all over beds on my sofa. The rats had also weed all over my sofa and chewed holes in all my cushions and chewed my brand nee carpets they had got under my bed and chewed through 100s of beddings. I reported the issue to haven 5th of December who promised me to get pets control out and deep clean my caravan as the site has been over run with rats and this was not my fault they had chewed through my caravan. When I arrived back down on 29th of december hoping my caravan would have been done I walked in to find all they had done is cleaned the rat droppings of the beds and units the sofa was still full of rat wee and there was still rat droppings under beds and in cupboards. I went back to reception to advise them the deep clean had not been done properly and I was then told all staff are now off until January. I have arrived at haven twice with my son who is severely autistic and this has caused him sever distress resulting in really bad meltdowns that we could not stay in our caravan and had to drive back home. It had now been 7 weeks and my caravan has been left full of rat droppings and no deep clean as promised at the start of December. I feel that now I need some compensation of some sort as I have missed out on staying at my caravan in 7 weeks. We had plans to stay down for new year with all my family and we was unable to

The lack of communication and correspondence with presthavn has been disgusting. The rats which have come from there site has now caused 1000s of damage to my caravan. My sofa is completely ruined
I would like you to look into this further
These pictures I have uploaded was after the caravan had supposedly been deep cleaned

i feel i have no choice to complain about next years site fees purely down to the extortionate increase compared to last year. The only time i found out about the increase was when i checked my account on line and discovered that all the owners were dumbfounded by the massive increase which we were not informed of before hand. i have noticed that this has forced a lot of owners to sell up. i love being an owner on Kiln park and what Tenby has to offer.

Also as far as all the owners having to pay for site upgrades of around 300 pounds a year is really not fair we are not share holders of the company so why should we pay and only found this out when our bill arrived you have not been transparent with what you are doing nobody knew anything until our bills arrived

we cant get hold of dave our manager to speak to him he is never available

2,500 rise on our site fees is absolutely horrendous what with other bills going through the roof as well

We bought a caravan at Haggerston Castle Holiday park in 2021. We were promised a whole host of things when we bought and never received. We had a multitude of problems with the van that are just basic things that should be dealt with before the keys are even handed over. Everything is still under warranty and we have been complaining since we bought the van and we just keep getting fobbed off by your staff on the Haggerston site. We have been asking for the mark on the wall in the bathroom to be fixed since purchase, they have sent cleaner after cleaner and no one can fix it so now they want to charge £150 to change the panel. This is unacceptable considering we have been complaining since the day we bought the van. They’re also trying to charge for a socket which again is still under warranty. We have been to the office, we have emailed, we have rang, we’ve sent our complaints up the chain and still absolutely nothing has been done. Have blame Bourne Leisure and Borne Leisure blame Haven leaving us stuck in the middle. I’m also incredibly disappointed in the after sales care, we were told they would put extra paving down in order for us to access the storage in the back of the caravan without having to go across wet boggy mud which is a trip hazard. Since you took the payment you’re just not interested and now saying this can’t be done. Furthermore, during sales we were told if we wanted decking we could use an outside company to get what we wanted. Again since taking payment you have decided that actually you’re going to manipulate the market and charge an extortionate amount of money for some decking. We were quoted £2,500 for some decking off a reputable company and you quoted £12,000 this is absolutely sickening and completely absurd. Your company are absolutely shocking for looking after their customers and no one seems to care because after all you’ve got your money which is all you wanted! I know I’m not the only one that feels this way and I feel your customer service needs upgrading, I also think someone needs to fix our issues without being charged considering these problems were already here when we got the keys.

Regards,

Mr and Mrs Ibbotson

really dissatisfied customers.

We were supposed to arrive at Golden Sands on 18th October, but our car broken down. When we tried to contact Haven to inform them and see what our options were, but we were unable due to essential maintenance on their systems. My parents who were also going on holiday with us spoke to main reception at the holiday park when they got there and were told that if we didn't have insurance then we transfer the holiday to a different date and we would need to contact the main contact centre the next day. We contacted the contact centre on the 19th October to be told that the information given by the staff at Golden Sands was incorrect and there was nothing they could do because we didn't contact them before our holiday started. We have now lost the cost of our holiday because you were doing essential maintenance and we COULDN'T contact you.

I have been a customer with Haven for over 20 years and I feel cheated by Haven Holdays and as such I won't ever be returning and neither will my parents.

I feel that you may need to look at your policies and procedures, so that should you do essential maintenance again, other customers won't lose out.

I have just recently come back from a holiday, in which me and my family were very disappointed with the service. On Wednesday the 14th of September I had been hit by a four by four peddle bike speeding fast in Butlins resort ridden by two members of the Butlins staff and I was in extreme pain my whole foot being bruised and swollen. I attended hospital in which i was x-rayed was given crouches and pain relief on going doctors for my badly sprained bruised ankle and foot whilst on holiday I asked for my ice packs which i was told they don't just give them out my daughter and son fell ill on holiday i mentioned this I didn't want to spread any illness not knowing what it was that had caused it only too be told to leave resort that it was vomiting diarrhea which I didn't know asked again on live chat Butlins help support on phone app to be told to leave resort right away not I'm sorry for inconvenience this might cause our fact that my children in which one disabled autism was very distressed I feel let down we have been coming to resort for last forty years me and my family.

I have been on the telephone to both Blackstone as well as Bourne to acquire contact detail in regard to issues that Owners have on park.

we require there to be a way to contact head office if there is an issue on any of the parks, be that via telephone and or e-mail. I purchased a van on one of the parks and since they have had the funds over a year ago, I would presume that they would be able to provide contact details in regards complaints without going through the staff on park.

By Law and we should have a point of contact in regarding complaints and not just the staff on park as this never gets resolved. the number for Owners services in Hemel Hampsted is no longer working and I am not entirely convinced that these offices are even open anymore.

Today I have received a letter apologising to my complaint I made, I’m sorry but I feel this is simply not good enough, as I stated in my complaint we left our stay a night early because we were so fed up of the whole experience, to say we should have reported the state of the van is a joke really after we waited over two hours for it to find it was ready all the time, by the time we got in it, we just got on with it and we were tired and frustrated praying the next day maybe different but after our 1 and only night in the urine smelling, fighting & swearing club house we simply had enough,

We saved up to take our two children away at these times it was extremely hard, now we are just devastated how our complaint has been dealt with, we will do everything we can to complain to the right people to get some or all of our hard working money back for this absolute shambles of a break we saved hard for, my two children were so upset we thought this is simply not right, this was meant to be our family break but it turned out to be hell.

I have attached the joke of a response from The Orchards and I will be leaving my horror break on the trip advisor to warn people not to go here.

Kind Regards

Mrs Robinson

169 Napier Road Gillingham Kent Me74hn

Spent £1300 on a caravan and passes for a week and can only go swimming once and that clashes with a show we want to watch! I'm disgusted as we have paid stupid money for passes and aren't getting the use out of them and also having to pay more money for different activities so the children aren't bored stiff as the day time entertainment is absolutely rubbish and as a family that doesn't drive it leaves very few options for things to do! I have 5 children and a husband that has terminal cancer so I thought booking with haven would be the best thing to do so there's plenty for the kids to do that I can go to alone while my husband rests as on adverts and websites etc it shows that there's so much to do but what it fails to show is that there is hardly any availability for things that you need your passes for and more availability for things that cost a fortune. I'm really disappointed and disgusted and won't be booking again will also be making this public knowledge to people who like me think they are getting everything that is promised on the adverts when really it's pot luck what you get to do it's daylight robbery! I haven't even been able to use my passes to use the entertainment as there is never any seating available