A fuming dad had a cutting response when he was suddenly hit with a huge and unexpected charge. Mark Hayward was celebrating his wife’s 50th birthday at a Haven holiday park in Wales.
Mark, from Middleton in Greater Manchester, said he chose to stay in a cabin and thought access to a bar and nightclub on site was included in the £300 booking price he paid. But after he made his booking, Mark was shocked to find it would be another £260 to purchase entertainment passes for the family over the weekend, on top of the price he had already paid.
Angry, Mark said: “I’m going away to Wales for three nights, I’m not going to Barbados!” Haven said a ‘Play Pass’ was not included in the price Mark paid because he booked it his accommodation through a private owner and not Haven. Mark said it was not clear at the time of booking that the activities would not be part of the deal. And warned other not to get caught out by the fee.
“I was devastated, frustrated, angry. It was like a kick,” he told the Manchester Evening News. “I’ve actually paid £300 plus £75 deposit to then be told it’s another £260 for the passes. We thought we were getting passes included.”
Mark then looked at other options on the campsite and realised they came with the pass. He added: “We saw it was £260 to have this pass, which I thought was a bit steep.
“I thought to get a caravan for the weekend, and I saw a caravan for £400 with the passes. I thought, wow. I just think as returning customers it’s harsh that they’re inflating the prices for people that are going directly onsite.”
Mark has holidayed at the site before, and even worked on the bar there when he was 18, but the whole experience has left him feeling cold. “It’s my wife’s 50th,” he said, “I just think it’s really harsh. We want to celebrate her birthday.
“We’re not exactly rolling in money, I would’ve liked some sort of good will gesture. You’re trying to celebrate something only to be told it’s going to be double the price – the excitement has been taken away.”
A spokesperson for Haven told the M.E.N.: “The satisfaction of our guests is incredibly important to us and we always listen to their feedback. In this case, Mr Haywood booked his stay directly with the owner of a caravan – not through Haven.
“This sort of private arrangement provides a stay in a fantastic coastal location, but does not include a Play Pass which gives access to all of Haven’s on-site entertainment and facilities.
“All visitors to our parks, including those who have rented through a private hire, are welcome to purchase a Play Pass from Haven should they wish to. The best way to ensure complete certainty on what is included in your holiday is to book directly.”
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