Bourne Leisure reviews and complaints

We sold our caravan privately on the Far Grange Site (plot L7).
Their procedure is such that even private sales have to go through their sales team, and as far as I can see this is purely to ensure that they get the full 12.5% share of the sale price.
We needed to get a gas check completed before the sale could proceed and they agreed to set this up. No date was fixed, however they gave the earliest possible date as being the 6th or 7th of May.
No confirmation was given, but they contacted me by phone on the 7th to inform me that the purchasrs were sat in their office waiting for us to attend to sign the paperwork.
Fortunately we are retired, and do not live far from Far Grange, so were able to attend at short notice to complete.
The purchasers had transferred the money to Bourne Leisure and were given the keys.
We were surprised to find that Bourne Leisure did not transfer the balance to us within a few days. On questioning their sales person, we were informed that transfer could take 28 days, but was usually less than 14 days.
Meanwhile the purchasers had full access to our caravan which we had not been paid for.
29 days after contracts were signed, the money had still not been transferred and I contacted the salesperson to see what had happened. She confirmed that they had the correct bank account details and would 'chase' it up.
It is now one week later and have still not received our money.

I would like to make a formal complaint regarding the staff on the recruitment team I made a application for a job as a door host I have the right experience and qualifications for the job role and I just received a email saying we are ot taking my application further no details or reasons why witch I think is unacceptable and rude I have email them about 6 times and had no response from the team I think everyone should be given a chance when it states on the job application what they are looking for. I've got 10 years customers experience and I was a security officer at Manchester Airport for 5 years I don't have any criminal record and I believe I would be fit for the job but just seems I wasn't given a chance

on the 21st I had a holiday with butlins at bognor regis. I booked 2 apartments for me and my sons family, these were both booked and stored using the butlins app. On booking the activities the app would only allow me to book activities for one of the accomodations, on contacting butlins they could not help me, they did not even understand what I was trying to say, it was a technical fault with the app. By them not being able to resolve it everyone in my sons accomodation could not book any activities all weekend, it was a wasted weekend for them. It was a wasted weekend for me too as I only go to spend time with my son and his family. We all meet at butlins several times a year and hardly see eachother the rest of the year yet we couldnt do anything together. My second issue was on arrival, our usual check in time was cancelled/delayed yet we wasnt told until we arrived that we couldnt get into our accomodation till 5pm! Not only was it delayed the whole of skyline had its doors locked due to high winds and storms! As there was nowhere to go and wait, we ended up standing in cues to get into the hotel lobby getting drenched and standing in the storm holding onto eachother so we didnt blow over! We was given vouchers in total of £60 for the inconvenience. We went for a meal with this money I was hoping this my cheer everyone up instead after ordering our meal the vouchers wouldnt work! They were void and the booking shop was closed so we had no where to go to sort the vouchers out! it was highly embarrasing!
The whole holiday was ruined!... My son is refusing to come again as it was such a waste of money and time and I have another 3 holidays booked with yourselves. Im devastated I tried to book him another break next year in the summer to make up for it but hes told me to cancel it and not waste my money anymore as he wont come. Its the only time I get to see him and im absolutely heartbroken! Weve been coming several times a year since he was born! Hes now 18 years old! We also have a caravan at combe haven in hastings! This is an absolute disaster and I dont know how to make him feel better. Please message me at michele. [protected]@hotmail.co.uk or call me on [protected]

Hi

I am a caravan owner at Haven Allhallows site and am outraged by the lack of communication and customer service on the site.
I understand there is now a booking process for activities on site and has been since last year.
Whilst I understand and accept this process what I do not accept is the system you have in place to manage this.
An example of this was evident today when I attempted to book swimming for 7 people only to repeatedly be told I Hadley exceeded the limit. What is the limit? I endeavoured and managed to book 4 and 2 spaces on different occasions and this was confirmed in my bookings. However to my annoyance my sister contacted the site and after several attempts without a response a female answered the phone and could not locate the booking on the system. I have a point for 1:30 which I never booked for 2 people. Finally after going back and forth the receptionist identified a different time for all 7 of us to be able to partake in this activity. However despite this the individual stipulated we can only have 10 bookings per week so had 3 left despite being owners. Who and where is this communicated and what sense does this make? Lastly when questioned that we are owners and what are we paying for the receptionist obviously void of any customer service skills or aptitude responded ‘you pay for the concrete the van sits on'. Can this be investigated and person questioned in why such a comment is being directed towards any customer?
On closing your systems appear to be unable to process what it has been implemented for and a full review is needed. Can you clarify how many activities owners are subjected each week so I can update all social media platforms including all reviews of the site. Finally I trust there will be an investigation carried out on the complaint raised about your employee today. I look forward to hearing from you
Mthanks

Hi we have a caravan on your Thorpe Park Haven site known as 111 Broadlands.

In September we had no tv signal. We paid to have the whole caravan re wired with aerials still no signal. We reported this to the owners desk. A service guy came out and said there was no signal to the box and no signal to the other caravans in the row we are the last van. He said he would report this back to the office.

The other caravans 3 are vacant and one has sky so this wouldn't have been reported by the other vans just us.

As we are coming to open up again we have emailed to see if this has been done.. the reply was no it was only reported a month ago! This was totally untrue it was 6months ago. As to this being done in the near future apparently it will be another 2!weeks before an engineer will even be on the site to assess the situation then it will have to be put for the work to be done! This is going to go well into after the Park is open again.
I am sorry to complain but it isn't good enough we have been pestered to pay £1000s of pounds to Bourne Leisure and they can't even provide us with a tv signal after 6 months of knowing the problem. Surely an ideal time to get jobs done. I have emailed and rung the owners desk who really don't seem at all bothered.

Can you let me know if there is any help at all out there.

Malcolm Alvey
Angela Fearn
111 Broadlands Drive
Thorpe Park
Cleethorpes

I had booked a break in March 2020 at Gunton Hall cost £298.48
Due to Covid it was cancelled and money put in Holding Account
Booked again March 2021 paying additional £297.52
Cancelled again.
I then booked Alvaston Hall for June.
The email I received from Warner's said I could not transfer funds online so had to telephone.
In the 2 minutes on the phone being transferred to the booking clerk she told me the price had gone up £20 per person from the price I had just seen online I.e. £404 to £424. Also in order to transfer the Holding Account I had to pay a further £70 deposit.
When I complained to her she told me there was nothing she could do having to take the price onscreen.
I took my complaint further and a kind young man credited my account with £20 as a Goodwill gesture.
When I asked him why he could not make it the £40 he said he could not do it.
Considering the time Warner's have had my money - over a year I feel badly treated and think I should be refunded the additional £20.
The email sent out should have informed clients to book in the normal way first and THEN CONTACT THE NEW HOTEL REGARDING TRANSFER OF HOLDING MONIES.

First i booked the holiday for me and the wife and i all so booked a holiday for my brother-in-law/wife I booked it and told them i was the lead for both bookings and to talk to me about the holidays as my brother-in-law is getting on life and we look after them on holiday great till i wont to change the holiday they wont to talk to him as i have no control over his account
i can pay for both holidays and sort out the booking but i cant change things even when they say when booking i can
NEXT I booked the holiday last year but with coronavirus it all got cancelled so i just change the dates to this year 14th May2021 to make things easy great you got my money and i still got an holiday which worked out just fine has my brother-in-law is 8 years old this year so we where going to celebrate on your park, then in march i had a look on your website that most thing where closed till the Monday 17th which meant the first 3 days with nothing to do has seating out side to eat /drink at hour age is not good
so I phoned to see if I could change the dates they wonted £178.80 to change to the Monday 17th which I think is very poor for some one who as been with you for 15 /20 years with only small problems the young lady was no help at all she wonted us to change hour holiday to September/October
that was no help has my bother-in-law is 8 in May, I cancelled thinking that they would help me, for a big company like your i would have expected some sort of help has i have been a very loyal customer to you for years
very sad at the out come

I sold my caravan two weeks ago today and have yet to receive payment. My van was at the Rockley park site and I bought it four years ago from Haven and resold it to a private buyer who paid for it on the 15/7/20. It was like pulling teeth trying to get them to get their act together to make this sale and I was phoning 2 or 3 times a day just to get a date for them to do the paper work with the buyer from the 4th July to the 15th. They got really annoyed because I kept phoning and I pointed out to them if they would just give me a date that the buyers could come from Bristol to sign I wouldn't have to keep phoning. Eventually they booked 15/7 and were supposed to be sending me a release form which never came so I had to go down and fill it out and sign. I am still waiting for them to transfer the money to my account.

My husband and I had a wonderful holiday break at Warners Sinah Warren, from the 30th of September to the 4th of Ocober. Unfortunately on the very last night, I suffered a very bad fall, through no fault of my own.
Warners suggested I write to you, as they had no remit to offer any compensation, . I actually just thought they might give a generous discount on any further holiday I would take with them. We definitely plan to go back to Sinah Warren, as we loved it there.

While staying at Sinah Warren, even though we are 80 years old, we took part in lots of physical activity, i.e table tennis, Bowls, petanque, swimming etc. and I'm telling you this, to show that inspite of our age, we were physically fit.

Now to the explanation as to why and how, I had the accident. We had booked a garden apartment about a 4 minute walk to the main hotel, so we became very familiar with our route back to our appartment. Ater the evening entertainment on the final night of our stay, we were diverted from getting to our usual exit, as new carpet was being laid, we ended up getting lost in the hotel corridors, which were unfamiliar to us, and exited by an exit. Unfortunately, by now it was raining, windy, cold and pitch black. we got completely lost and disorientated in the extensive grounds, but found ourselves on a road, ( we had not worn coats, as normally we would have been back in our garden appartment in minutes, and as it wasn't raining when we set out, we hadn't taken an umbrella. ) The road we were on was unlit, pitch black, and as we were feeling our way along, the side I was walking on just dropped away, I lost my footing and fell heavily into about an 8 to 10 inch drop . It transpired that the road, although not out of bounds was used by heavy lorries /trucks to collect the rubbish and deliver the gas, and consequently, these heavey vehicles had damaged the edge of the road. Had this been in daylight, we would have seen the drop and avoided it.

I filed a report with the duty manager before I left, but as I was severely bruised on my left side ribs and legs, and my hand had swollen, I just wanted to get home to Dover, a four hour car ride, and I hadn't been able to sleep all night.

A few days later, I attended the small injuries unit at the hospital in Deal ( Kent ), as I was in a lot of pain, and had trouble breathing ….. I had a thorough check, and it was ascertained that nothing was broken, and because it was so painful to breath deep, I was only taken very shallow breaths. They said I had badly bruised ribs … I thought I had punctured a lung, so the good news was that that was not the case, the bad news was that bruised ribs could take up to 6 weeks.

Two weeks later, the pain was much easier with the ibuprofen, and all the bruises had gone but I started to tremble, and shake, and was feeling very anxious. I made an appointment with my GP, who said it was almost certainly post traumatic stress from the fall. My GP is Dr Karkera, 100 High Street Surgery, Dover, Kent.CT161EQ

Falling like this at 80 years old is not like falling when you're young, and as I had never fallen like that before, it affected me quite badly.

I hate to bother you with this long sad tale, but since it was clearly not my fault …..being re-directed to a different exit route, the pitch black damaged road etc. do you think I am justified in writing for some compensation ?

I am interested in hearing what you think, so I await your reply. Incidentally, if this is going to be a long drawn out procedure, I will not pursue it, as at the moment I am still very anxious and nervous, and couldn't cope with it, I hope that makes sense, and you understand.

Many thanks

Yours faithfully

Beryl E Corby ( Mrs )
33 The Gateway
Marine Parade
Dover
Kent. CT16 1LG

Tel [protected]

Was being sold a carvan on the Haven Blue Dolphin park and after paying deposit we were refused the finance through haven and decided not to go through with it. This was all in the space of 4 days over easter 2019. I sent email to manager asking for refund of deposit. After 4 days no one responded (manager, salesman or finance department). I then sent another email asking again for refund and sent it to all contacts. Again no one has bothered to respond. We were told that we had 30 days to change our minds and if finance didnt go through we would get deposit back. It seems they are stalling and not going to give deposit back. They are ignoring emails and not taking my phone calls. It now been 2 weeks since i paid £1000. This is a large sum of money which i want back. Bourne Leisure are making money in interest out of my money they are refusing to return.
Managers name is Kevin amd Sales person was Chris

We bought our abi horizon 2017 in July last year, paying £28000, we were made up as we'd have somewhere to get away to at weekends. We choose blue dolphin through recommendation plus the sales lady said the pool would be brought up to surrounding haven parks. Since then, the caravan has been on havens letting scheme, we have had approximately 6-7 weekends there since purchase, every time the caravan has had faults from haven guests staying there. These faults have taken months and numerous phone calls to rectify. As I'm writing this the faults outstanding are stains to unholstry, blood stains on cushions, freezer disgusting (drip tray full of gone off food), felt tip pen drawn all over the wooden panel to seating area, glitter on ceiling, rubbish under caravan. Both stools burnt from fire being left on, one of which can't have been far off setting alight. This is the worst it's been to be fair, but every time there's been issues. We rang ahead earlier in the week as we staying good Friday to bank holiday Monday, just to check the van would be ready, we were advised not to turn up while 3pm, which I thought was late but fair enough. On arrival the van didn't appear to have been cleaned still, although bedding was ready and paper seal on toilet seats done. We rang the letting team, which passed me round 3 members off staff, none of which could give me an answer. Three times they said they'd ring back, which didn't happen. Finally my wife and mother in law went to see the letting team, as to which they someone would be up, an hour went by nothing. Rang again, said the same, again. Eventually some one turned up apparently from the cleaning team, not in a haven uniform. Her attitude was horrendous, saying we were being picky about the issues mentioned and that she had more important things to deal with. We were quite gob smacked to be fair, haven claim to have excellent customer services and polite efficient staff. We asked her to leave. We rang again, finally a gentleman arrived trying to smooth things over, we listed the faults and agreed to go out 10am on the Saturday so they could resolve the faults. While we were out the acting general manager rang, we discussed the issues plus the fact that we'd been lied to ragarding revamping the pool, which he said the money had been spent extending the site instead.We asked if we could be moved to primrose valley or Thornwick bay, his response was ‘ you'll have to speak to the other parks'. Not once did he apologise for the attitude of the so called cleaner, or the state of the caravan, not once did he try to resolve us wanting to move. On returning to the caravan 4pm half of the jobs still not done, stools still there burnt, stains still visible. Rang again, shortly later a lady taking over the letting department arrived, rhymed off the issues. Which are supposed to be being done during this week. By this point we had had enough of the incompetence of numerous staff, not one took it upon themselves to see personally everything was right. On the Sunday we made enquiries to move away, both thornwick bay and primrose valley said the only way was to part exchange( which we didn't want to do as we thought our van was ideal for us), so we arranged to go see the sales team at primrose as it was our 1st choice. The sales guy couldn't do enough for us ( funny how it was the same at blue dolphin the year before). Anyway, we found a beautiful 2 bedrooms van, slightly older, but higher grade, beautiful pitch. So the sales guy went away to ‘number crunch', met him back in the office, he offered me just over £11000, I was fuming. £28000 in July last year now £11000. I am still in my abi horizon 2017. I urge anyone looking to buy a van with blue dolphin or the other haven sites to SAVE YOUR MONEY. The caravan is worth a 1/3 of the price paid as soon as you put your name to it.Please please please don't make the mistakes we did trusting these sales team. They make sound so stress free letting your van, trust me it isn't. I will be exploring every avenue to be moved to another site. Saw other reviews on here which were similar, just wanted to give people thinking of doing what we have the heads up. Wish We'd have read reviews before purchasing. If anyone has any helps tips to get moved sites they'd be gratefully appreciated.

Iam on holiday at weymouth bay and leave friday morning i was verbully bullyed by a secuirty gauard kit who i spoke with regarding an incerdent at the entertainment bar so i went tl the second bar to be looked after who called kit over to deal with it who was nice to them.and my self but then when iwas going ro leave he went to just see who the people were and then said to me by the door and said to me its every year you come here people pick up my vunerbilty i said whys that and he said well i do not know i felt hurt and verbully bullyed by him this has upset me me a grrat deal and ruined my holiday so i said are you not going to ask this family to leave afyer thet bullyed me when i went to sit down and he said no so i was the ine to go in tears lastnight iwant this investergated not only that ive had tow diffrwnt caravans with issues why iwas moved to a nother caravan and tgis one iam in now also has issues witth no working cooker and no heating the other one was so hot i couldnt open the windowns and was told to keep them.closed so no ventolation as there was a wasap nest in wich i felt trapped as iam clostofobic amd need air as i suffer from panic attacts and this i was tokd to keep them shurt by carol lesiter when itold her and no beeding in the second caravan amd zoe said to me iam not a mind reader you know i cant remember things when all i asked for was a duvet cover amd a pillow case and a divet was brough insted and wrong to had ro be taken back to wuch she was rund to me on the phone annd in the end the right stuff came all this has ruines my holiday

The company Bourne Leisure charged me for something and I have no idea for what, ‘coz I heard about this company for the first time. I lost really large sum and already spoke with the rep, but this scammer refused that they charged me. He started to tell me some ### and I have no idea what to do now. I wonder if there are people, who had the same thing. Maybe you can advise me what measures to take now. Please post your ideas and comments. Thanks.

We originally purchased a second hand caravan from Have Holidays in Mablethorpe in May 2010 for £26, 000 and we were very happy with our purchase as this caravan was brought in rememberance of my mum who always loved the site and had recently passed away.

However, as my elderly father has problems down below we subsequently decided that we needed a two toilet caravan. We approached the sales team and were advised that their was only two models of caravans that had two toilets. Which we were shown one.

After looking at the van we was advised thgat they had two of the model in stock one brand new and wrapped and boxed from manufacturers which would cost 28, 500 incusive and another one three months old which would be £2, 500 cheaper and that if we decided to buy either and pay a deposit before 6pm that day they would have it delivered within 7 days. We paid a deposit of £2, 800 pounds decided on the Brand New 2010 Model and signed up for finance of £12, 000 and was told well as it is 6pm and we finish now we will sort the paperwork and get back to you.

We decided to pay the extra and bought the new one. It was duly delivered that week onto the main car park. My husband saw it being unloaded and at 9.30am the same morning we went to have a look at it and noticed the exterior had very bad damage and also that the inside was not NEW but an Ex demonstrator. The manager came to look at the van swore and got back in his car and drove of. We asked the sales rep who was with us where does this leave us and she stated it is your caravan so you have got to have it it cost a lot to get it here and we have a conpany who will fix it within a week.

We thought we had to have it and questioned about it being new she stated well of course it is new. When she inspected it again and we pointed out the faults: Rubbish in bins, Doors not aligned, Window not fitted properly, fridge drawer missing, oven shelves missing and numerous things she was very nonchalent and we got the impression oh well never mind we will sort it and when we questioned about it was not new she just shrugged.

The next day I went to her on my own and I was in tears I said I was not happy and did not feel the van was for us and she just said you will be ok when it is on your pitch and basically after this fobbed me of.

It was sited within a few days with the damage which was a very long list still not rectified even after we repeatedly went to see the sales team
and on one occasion even heard a staff member refer to customers as "Knob Heads".

We eventually got a copy of the paperwork in NOVEMBER and found that we had not been told the truth but seriously lied to about how much the finance charges were, the repayment costs and also the worse thing was that we had not been given £18, 000 excluding vat on our exchanged caravan but just over £14, 000 therefore they had charged us nearly £6, 000 pounds for owning a van that we bought from them for approx 16 weeks of which they had rented out from the last two weeks in july up until the 2nd week in september and made a lot of money from.

We have been trying to get a replacement caravan to equal value or money back since the caravan was put on the pitch and as of todays date are now being ignored although some repairs have been carried out but the main complaints have not been dealt with and we are still stuck with a caravan we no longer want. The list of faults with this caravan is endless to numerous to mention but do Haven care NO.

The person who eventually was trying to help us who was the After Sales customer manager has subsequently left the company. We recently came into possession of the original paperwork from Willerby caravans and the caravan left them in October 2009 and it also shows some of the faults!.
All paperwork given shows 2010 Model and NEW.

Now no one is helping us. We are left in £30, 000 worth of debt as we remortgaged our house for £18, 000 to buy the first caravan and finance of £12, 000 for the supposedly BRAND NEW ONE and we have not had even an acknowledgement letter from Bourne Leisure.

My father is very upset as he feels it is his fault this has happened and is in tears when we try to discuss anything with him as he says if he did not have health issues we would noy have purchased the second van and be in so much debt.

Haven and Bourne Leisures attitude well we don't know what it is because they are not respoding to our complaints

Looking back in hindsight we wished we had not purchased the second van as we feel very let down, despondent and upset

We also now understand why when you are discussing purchasing a caravan from Haven Sales they will not give you the Proper price and will not write any figures down.

BEWARE OF BUYING A CARAVAN FROM HAVEN

We originally purchased a second hand caravan from Have Holidays in Mablethorpe in May 2010 for £26, 000 and we were very happy with our purchase as this caravan was brought in rememberance of my mum who always loved the site and had recently passed away.

However, as my elderly father has problems down below we subsequently decided that we needed a two toilet caravan. We approached the sales team and were advised that their was only two models of caravans that had two toilets. Which we were shown one.

After looking at the van we was advised thgat they had two of the model in stock one brand new and wrapped and boxed from manufacturers which would cost 28, 500 incusive and another one three months old which would be £2, 500 cheaper and that if we decided to buy either and pay a deposit before 6pm that day they would have it delivered within 7 days. We paid a deposit of £2, 800 pounds decided on the Brand New 2010 Model and signed up for finance of £12, 000 and was told well as it is 6pm and we finish now we will sort the paperwork and get back to you.

We decided to pay the extra and bought the new one. It was duly delivered that week onto the main car park. My husband saw it being unloaded and at 9.30am the same morning we went to have a look at it and noticed the exterior had very bad damage and also that the inside was not NEW but an Ex demonstrator. The manager came to look at the van swore and got back in his car and drove of. We asked the sales rep who was with us where does this leave us and she stated it is your caravan so you have got to have it it cost a lot to get it here and we have a conpany who will fix it within a week.

We thought we had to have it and questioned about it being new she stated well of course it is new. When she inspected it again and we pointed out the faults: Rubbish in bins, Doors not aligned, Window not fitted properly, fridge drawer missing, oven shelves missing and numerous things she was very nonchalent and we got the impression oh well never mind we will sort it and when we questioned about it was not new she just shrugged.

The next day I went to her on my own and I was in tears I said I was not happy and did not feel the van was for us and she just said you will be ok when it is on your pitch and basically after this fobbed me of.

It was sited within a few days with the damage which was a very long list still not rectified even after we repeatedly went to see the sales team
and on one occasion even heard a staff member refer to customers as "Knob Heads".

We eventually got a copy of the paperwork in NOVEMBER and found that we had not been told the truth but seriously lied to about how much the finance charges were, the repayment costs and also the worse thing was that we had not been given £18, 000 excluding vat on our exchanged caravan but just over £14, 000 therefore they had charged us nearly £6, 000 pounds for owning a van that we bought from them for approx 16 weeks of which they had rented out from the last two weeks in july up until the 2nd week in september and made a lot of money from.

We have been trying to get a replacement caravan to equal value or money back since the caravan was put on the pitch and as of todays date are now being ignored although some repairs have been carried out but the main complaints have not been dealt with and we are still stuck with a caravan we no longer want. The list of faults with this caravan is endless to numerous to mention but do Haven care NO.

The person who eventually was trying to help us who was the After Sales customer manager has subsequently left the company. We recently came into possession of the original paperwork from Willerby caravans and the caravan left them in October 2009 and it also shows some of the faults!.
All paperwork given shows 2010 Model and NEW.

Now no one is helping us. We are left in £30, 000 worth of debt as we remortgaged our house for £18, 000 to buy the first caravan and finance of £12, 000 for the supposedly BRAND NEW ONE and we have not had even an acknowledgement letter from Bourne Leisure.

My father is very upset as he feels it is his fault this has happened and is in tears when we try to discuss anything with him as he says if he did not have health issues we would noy have purchased the second van and be in so much debt.

Haven and Bourne Leisures attitude well we don't know what it is because they are not respoding to our complaints.

Looking back in hindsight we wished we had not purchased the second van as we feel very let down, despondent and upset.

We also now understand why when you are discussing purchasing a caravan from Haven Sales they will not give you the Proper price and will not write any figures down.