A British family's eagerly anticipated getaway to a Haven holiday park descended into what they've described as an 'uninhabitable nightmare' after discovering their premium caravan was riddled with damp, mould, and maintenance issues.
The Smith family arrived at Haven's Devon Cliffs park in Exmouth, Devon, expecting a comfortable stay in a 'premium' grade caravan. Instead, they were greeted by a scene of neglect that left them fearing for their health and safety.
The Shocking Conditions
Upon entering their accommodation, the family immediately noticed the overpowering smell of damp. Further inspection revealed:
- Extensive black mould growth around windows and ceilings
- Damp patches covering walls and soft furnishings
- Faulty electrical sockets posing potential safety hazards
- Stained and musty bedding throughout the caravan
'We paid extra for a premium experience, but what we got was anything but,' stated the disappointed holidaymaker. 'The conditions were completely unacceptable, especially for a family with health concerns.'
Park Response and Compensation
Despite immediately reporting the issues to park management, the family claims the initial response was inadequate. After escalating their complaints and documenting the problems with photographs, Haven Holidays offered a partial refund and future holiday discount.
A Haven Holidays spokesperson addressed the situation: 'We were very sorry to hear that on this occasion the caravan didn't meet our usual high standards. Our team worked quickly to resolve the issues and have been in direct contact with the owner to offer a resolution.'
Broader Implications for Holiday Parks
This incident raises questions about maintenance standards across UK holiday parks, particularly as the industry experiences unprecedented demand following travel restrictions. Industry experts suggest that the rush to accommodate guests may be leading to overlooked maintenance issues.
Consumer rights advocates emphasize that holidaymakers have legal protections under the Consumer Rights Act 2015, which requires services to be provided with reasonable care and skill.
Tips for Holidaymakers
If you encounter similar issues on your holiday:
- Document everything with photographs and videos immediately
- Report problems to management without delay
- Know your rights under the Consumer Rights Act
- Escalate to head office if local resolution proves inadequate
- Consider contacting ABTA if your travel provider is a member
The family has since accepted Haven's compensation offer but remains disappointed by their experience at what is normally considered one of Devon's premier holiday destinations.
