My lovely husband died suddenly leaving me widowed with two young children, understandably this has been an awful time for me and my family.
Before he died he had booked a half term holiday with Haven which was fully paid for. As my husband was the lead guest, I called Haven to amend the booking and their representative told me I was not able to do this and the holiday would have to be cancelled, despite questioning this she was absolutely adamant that the holiday could not go ahead. I was shocked that they thought cancelling my children’s holiday after the death of their Daddy was in any way acceptable, to me it was completely heartless.
After coming off the call I sought advice and called them back a couple of hours later, this time Haven admitted that they could easily amend the booking on seeing the death certificate. I was then informed that the holiday had already been cancelled, I assume by the first representative I spoke to, despite not having gone through any security checks or sending the documentation yet. They then told me that our accommodation had already been resold and therefore they could not reinstate it.
They’ve now spent the past couple of days faffing around and temporarily rebooking us on to a downgraded caravan whilst they try and resolve their error. This has caused me to feel very anxious and distressed so I’ve decided to no longer go and I am looking at booking another holiday far, far away from Haven.
So, am I unreasonable for expecting better from a company aimed at families? And what type of resolution would you be happy with?
Thank-you x