We just got back from haven in Wales yesterday and I'm considering writing to head office to complain about the services, but I don't know if I'm maybe being a tad unreasonable as overall we did have a nice time.
The issues were:
All but 2 "funstar" activities being cancelled upon our arrival (over the course of a week, only on one day were 2 of 4 activities on, the other 4 days they were all cancelled) due to lack of interest. We were the only family to show up. This included the "big show" at the end of the week which my 5yo was very upset about.
Lack of interest from the staff, normally at these types of places the staff make a fuss of the kids but there seemed a general disinterest.
We took our youngest (who has complex SN) to a toddler activity, again we were the only family, our lo was happy and relaxed at which point the dj turned the music up extremely loud and our lo completely panicked. We asked if they would turn the music down as we were the only family there (we would have just left otherwise, but felt that it wouldn't impact on anyone else) but we're told (flatly) no. We explained our lo's situation and impresses that as we were the only family it wasn't really that big a deal, only to again be told flatly no. We ended up having to leave as lo couldn't cope.
As I said we did have a nice time, but feel it wasn't really what was expected of a family friendly company like haven.
Complain or not?