What you need to know

Coronavirus, COVID-19

31 March 2020

As you're aware a couple of weeks ago we made the decision to close our parks to ensure the safety and wellbeing of our guests, owners and team as the Coronavirus situation escalates. 

We are currently closed until 16th April. The current Government lockdown is due to be reviewed just before we are expected to re-open and we know many of you who are set to travel with us from the 17th April have questions around your breaks. We intend to update you by the end of next week. 

We are working through enquiries regarding re-booking holidays and refunds. This is taking much longer than our normal levels of service. Every single booking has to be individually processed so we apologise that this means it may take up to 35 days from the date the refund was requested. 

Please bear with us as we work through this, alongside our customer care teams who continue to process emails and calls for the current cancellation period.

For holidaymakers

Our parks are temporarily closed for holidaymakers from 20 March – 16 April 2020.

We know you have concerns about the current Coronavirus situation and how this affects your planned holiday at Haven. As we continue to reflect on this, and how it impacts the Haven experience we can offer, we have taken the decision that our parks are temporarily closed for holidaymakers from 20 March to 16 April. 

We know how disappointing this will be for all those guests who are booked to stay with us during this time but every decision we make, we are doing to ensure the safety and security of our guests, owners and teams as our number one priority. We are contacting everyone who has a break booked during this period, but we shall prioritise those who are booked to travel within the next seven days. We would like to thank our guests for their patience whilst we work through this as quickly as we can. 

We would like to apologise to everyone for this disruption and thank our teams for their continued support. We look forward to welcoming our guests back to enjoy a coastal break that Haven prides itself on.

If you have questions regarding your break which is due to take place after the 16 April please do not call us at this time to allow those who are due to travel shortly the chance to speak to us. We will be monitoring the situation on a regular basis to determine our plans for opening. 

We hope you understand this decision has been made with the interest of your well-being and that of our team. Please understand that our contact centre and social media teams are managing huge volumes of enquiries and we ask for your consideration during these uncertain times for us all.

We will continue to update our guests directly and via this news page.

 
What are my options if my break is affected?

We will be in contact if you break has been affected and the below options are available.

  1. Move your booking to a later date
    Move to a new date in the future with no amendment fee. We'll also offer a £50 food and beverage voucher which can be used on park during your break. Please note that if you select a lower priced break we will refund the difference. If the break you select is higher priced you will need to pay any outstanding difference. 
  2. Choose a full refund
    We hope you'll rearrange your break but we understand that this won't be possible for everyone. If you prefer a refund you may of course take this option. 

For caravan sales appointments

As our parks have temporarily closed to holidaymakers unfortunately this also means we are closed for any new holiday home ownership sales appointments from 20 March to 16 April 2020.

We are still very much open to answer any questions you may have regarding ownership at any of our Haven parks. Our sales teams are still available and are contactable by telephone and email, rather than in-person appointments, until further notice.

We know how disappointing this will be during this time but every decision we make, we are doing to ensure the safety and security of our guests, owners and teams as our number one priority. We are contacting everyone who has booked an appointment during this period and would like to thank you for your patience whilst we work through this as quickly as we can. We would like to apologise to everyone for this disruption and thank our teams for their continued support.

We look forward to welcoming you back to see the coastal ownership experience that Haven prides itself on.

Where can I receive more information about Coronavirus?

We would advise you to check the GOV.UK website for the most up-to-date information: https://www.gov.uk/guidance/wuhan-novel-coronavirus-information-for-the-public

If you have any questions relating to Coronavirus, please visit our FAQs below.

Previous updates

16 March 2020

At Haven, the health and safety of our guests, owners and team is our number one priority. We understand that you may be feeling unsettled given the rapidly changing situation around Coronavirus. We are reviewing the latest Government advice and how this could affect your holiday and will be contacting all guests who have a Haven holiday booked between now and the end of April via email.

We will be updating our FAQs once we have reviewed the new information.

Our phone lines and social channels are extremely busy and we appreciate your patience while we respond to messages. We will be prioritising guests who are due to arrive on park within the next seven days.

Thank you again for your patience.