Our Clean and Safe Charter - An Extra Safe Haven
Miles of beaches, parks with wide open spaces and self-contained, self-catered accommodation are all guaranteed at Haven with our holiday homes spaced well apart, making social distancing standard at our parks. With access to some of the most beautiful beaches on our coastline, a great break is awaiting you.
But we know that due to the Coronavirus pandemic you may have concerns about some aspects of your holiday. Our new Clean and Safe Charter, designed to ensure guests feel safe and secure, provides reassurance that throughout all areas of our park – from your holiday home to the mini markets, from arrival to departure, all areas will be scrupulously clean and social distancing guidelines will be in place.
Each of the areas of our Clean and Safe Charter are highlighted below, including our brand new and industry leading Haven Caravan Cleanliness Guarantee. If your caravan is not cleaned to the standards we expect, you will receive a full, no-quibble refund for the cost of your holiday. We hope you'll feel confident with the changes we have made and look forward to welcoming you to our parks.
Helping you feel safe and secure
The Haven Clean and Safe Charter covers 6 key areas:
1. Arrival Experience
2. Wayfinding around the park
3. Public Area Cleaning Teams
4. Enhanced Accommodation Cleaning Standards
5. Haven's Caravan Cleanliness Guarantee
6. Ordering & Collection of Takeaway Food & Drink
Helping you feel safe and secure
We want to keep everyone on park safe, so please do not travel if you are feeling unwell or are displaying any symptoms of Coronavirus.
Our new check in process will be managed by strict arrival times, provided pre-arrival, giving you quicker and faster access to your caravan and avoiding queues at Reception. Please keep to these times to help ease numbers at any given time.
You will be met by our team at the entrance, given directions to your caravan, where keys and welcome pack await you. Receptions will be open during holidays but queuing systems will be in place as well as clear signposting to help maintain social distancing guidelines.
To help keep us all safe and secure we have introduced new ways to help guide our guests around our parks. Where one-way systems have been introduced these have been clearly signposted and in some places we have implemented new ways to enter and exit buildings.
We have introduced new hand sanitiser stations around our parks to help guests maintain good hand hygiene and signage to help guests find the nearest hand washing facilities.
We believe keeping our parks clean is vitally important and we are introducing new dedicated cleaning teams who will be focused on keeping clean ALL public areas in the park. They will focus particular attention to cleaning high touch areas such as tabletops, counters, door handles and bathroom fittings.
Areas will be cleaned using a fast acting anti-viral disinfectant, proven to be highly effective against pathogens similar to Coronavirus (e.g. Norovirus). This disinfectant is very safe and does not require the use of PPE but we will be providing face coverings for our team members that wish to use them.
We want our guests to feel safe and secure in their holiday homes so we have introduced new cleaning standards and retrained our team on cleaning homes. We're also ensuring they have a high personal approach to hygiene.
Within each holiday home, we are spending an additional 20% cleaning each caravan, ensuring we focus on high touch areas and have introduced a new 9-point enhanced caravan cleaning process which means that every single caravan is cleaned to the same exceptionally high standard.
We are also using specialist cleaning materials, known to kill viruses such as Coronavirus, each and every time. Once cleaned, each holiday home is inspected by a specially trained member of our team. When deemed ready for guests, a special seal will be applied to the entrance door to signal the accommodation has been cleaned to our new standard. In addition to our team, we are asking our guests to also consider increasing the frequency of hand washing and use of hand sanitisers.
We want you to feel safe, secure and relaxed on your holiday and we understand that the cleanliness of your caravan is of the utmost importance. This is why we have introduced the Haven Caravan Cleanliness Guarantee.
If, on arrival to your holiday home, you find it is not cleaned to the high standards we expect, please contact Reception immediately. If the caravan is not clean to the standards we expect you will receive a full, no-quibble refund for the cost of your holiday. We would then like one opportunity to clean your holiday home again to meet the high standards we set, so that you can carry on enjoying your holiday. However, if you feel this is not possible then you can return home. Whether you continue on your holiday or return home you will receive a full, no-quibble refund for the cost of your holiday.
*Any refund will be processed and paid to you within 28 days of your holiday start date.
We know that when on holiday you may want to have a break from cooking so we have introduced a range of new procedures for takeaway food & drink outlets and our Mini Markets.
For all takeaway food and drink outlets we are launching a brand new online ordering process where a time will be allocated for collection. Guests will see a range of social distancing measures in place when collecting food. We will also offer, where possible, a delivery to accommodation service.
In our mini markets we will introduce a queuing system, dedicated routes in and out of our venues to ensure social distancing guidelines can be met. We will clean high touch areas including door handles and basket handles, as well as making hand sanitiser available for our shoppers.
Please note that it is mandatory in England and Scotland to wear face coverings in our supermarkets and shops on parks in line with Government instruction. Face coverings are also mandatory in all indoor venues in England.
We will be encouraging contactless methods of payment wherever possible and have fitted plastic screens on till points to further protect our team and guests.
Escape to your Haven Hideaway
Our new holiday offering on all new bookings for the 2020 season. Enjoy self-catered accommodation, beautiful landscapes and beaches for miles.
Haven Caravan Cleanliness Guarantee Terms and conditions
In the unlikely event that the accommodation fails to meet these interior cleaning standards, you should report this to a member of our Holiday Reception team at Reception within 4 hours of your arrival window. A member/s of our cleaning/management team will inspect the accommodation with you to review the issue whilst maintaining social distancing protocols. Failure to contact Holiday Reception within 4 hours of arrival invalidates HCCG.
What is covered by HCCG: a failure to adequately clean the oven, fridge or microwave; carpets not vacuumed; toilet, bathroom or shower not adequately cleaned; dirty guest linen; or unemptied bins.
What is not covered by HCCG; interior wear and tear; interior maintenance issues; missing items of inventory; external appearance of the caravan; general signs of age of accommodation; and location of the accommodation on the park.
HCCG covers all accommodation booked directly with Haven. Accommodation booked privately is not covered by HCCG as the booking agreement is between the guest and the private letting Owner, not with Haven.