Haven Holidays review: Recent holiday

To whom it may concern,

I am writing to formally submit my complaint regarding our recent family break at Haven Rockley Park, Holiday Park, located at Napier Rd, Hamworthy, Poole, BH15 4LZ.

Holiday Dates: September 22, 2023 - September 25, 2023.

My family and I arrived at Rockley Park in the early afternoon on Friday, September 22nd. Upon our arrival, we were warmly welcomed at the reception hut located near the site's roundabout and were provided with our welcome pack. We proceeded to our designated accommodation, 57 Rockley Vale. Upon entering the premises, we immediately noticed a musty odour, suggesting that the property may have been sealed for some time.

We surmised that this could be due to it being used for families with pets. As we explored the accommodation, our children embarked on selecting their bedrooms. It was during this time that they called out in distress, having discovered bloodstains on a couple of duvets and the inside of one of the bedroom wardrobe doors. My wife and I conducted a more thorough inspection of the premises and determined that it had not been cleaned, let alone properly prepared for our arrival.

We identified the following issues:

1. Dust, dirt, and grime were present on nearly every surface, shelf, and picture frame. 2. The toilets were unclean. 3. The sink in the shower room was not sanitary. 4. The shower contained hair. 5. Flies that had been squashed and not cleaned were found on the ceiling in the shower room. 6. Cobwebs were observed on some of the windows. 7. Window sills harboured flies and tree debris. 8. The lounge floor had scattered rubbish and dirt. 9. Debris was present on the sofa. 10. The kitchen sink and draining board had not been cleaned. 11. Sticky tea marks were evident on the kitchen surfaces. 12. The kettle lid was broken. 13. The fridge had not been wiped down. 14. Dirt and grease were found on the hob. 15. Dirty grease marks marred the wall by the fire extinguisher in the kitchen. 16. The dining table was sticky. 17. A chair was covered in glitter. 18. Bloodstains were discovered on two duvets. 19. Blood was also found on the inside of a wardrobe door opposite the single toilet. 20. Dog hair and dust were present around the TV area. 21. Dust had accumulated on the main bedroom's bedside lights. 22. The main bed was damaged and had six missing slats. 23. The previous occupier's welcome pack and an Asda bag were left in the accommodation in clear view of any cleaner.

We lodged a total of four complaints regarding the deplorable condition of our accommodation. While cleaners were dispatched in response to three of these complaints, we found that none of the issues were rectified to our satisfaction, except for the mending of the bed slats.

Regarding the entertainment area, we noted that it was not adequately maintained. The Live Lounge exhibited signs of dirt, including dust and cobwebs on the light fixtures. Furthermore, we found that the Play Passes were outdated, reflecting the year 2022 despite being stamped with 2023. This suggests a need for annual updates.

Our visit to Rockley Park took place 15 years ago when our children were much younger, and it was a memorable and enjoyable experience. Regrettably, this visit failed to meet our expectations. The appalling condition of the accommodation and the overall lack of cleanliness throughout the site have left an indelible negative impression. This experience falls short of the high standards we have associated with the Haven brand over many years. We are deeply disappointed and left with a sense of disgust, and as a result, we have no intention of returning or recommending Rockley Park to others.

We will be submitting photographic evidence as an integral component of our formal complaint. Kindly anticipate a series of emails containing these photographs, as their volume necessitates such a distribution.

In light of the significant stress and distress endured by my family and me during this Haven holiday experience, we hereby request a full refund. Failing that, we regrettably must consider pursuing alternative avenues for resolution.

Yours Sincerely

Mr & Mrs Phillips.

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