Bourne Leisure reviews and complaints

Spent £1300 on a caravan and passes for a week and can only go swimming once and that clashes with a show we want to watch! I'm disgusted as we have paid stupid money for passes and aren't getting the use out of them and also having to pay more money for different activities so the children aren't bored stiff as the day time entertainment is absolutely rubbish and as a family that doesn't drive it leaves very few options for things to do! I have 5 children and a husband that has terminal cancer so I thought booking with haven would be the best thing to do so there's plenty for the kids to do that I can go to alone while my husband rests as on adverts and websites etc it shows that there's so much to do but what it fails to show is that there is hardly any availability for things that you need your passes for and more availability for things that cost a fortune. I'm really disappointed and disgusted and won't be booking again will also be making this public knowledge to people who like me think they are getting everything that is promised on the adverts when really it's pot luck what you get to do it's daylight robbery! I haven't even been able to use my passes to use the entertainment as there is never any seating available

I sold my van back to haven lakeland and 2 weeks later i've still not received my money.. Everytime I try to speak to anyone either at head office or the park I either get the phone put down on me or they fob me off.. Its not a little bit of money they have of mine it's a huge amount.. To take them to court it's going to cost me over a grand.. Does anyone know who to speak to regarding this as I want my money.. Got told it would be in my account today 17th jljune 2022 and surprise surprise no money.. Dealing with the park is absolutely diabolical and the staff are extremely rude.

I delivered live fish to

Far Grange PO11923919 £3258 + vat

Thorpe Park PO [protected] £4000+vat

Golden Sands PO [protected] £2976+vat

I found out yesterday that I need to recipt the money in Coupra port hole but I have no passwords as the person who did all the paper has left and she will not give me the passwords to access the account. Coupra will not help me without the passwords. One of these invoice should have been paid in April

Booked from 16thay to 20th a standard2 at Devon cliffs this caravan was supposed to be covid clean but it wasn't clean at all. There was cobwebs in radiator and blood down one radiator and in general the radiators left a lot to be desired. The furniture was stained the fridge had thick dust on the top the hob was greasy floor was dirty. A picture was hanging off the wall being stuck together with sellotape it was taken Down by cleaners that came out first night to clean furniture after I had complained. Then following morning we had to vacate the caravan at 11am so cleaners could bring a machine in to clean furniture again. Then once back at the van at 4.30pm ish after a cup of tea, decided to cook a breakfast brunch but that was another joke on us, no grill pan no o en pan no Pyrex no frying pan so couldn't cook complain again and was told they would send some pans up straight away at this point I was in tears this is not a holiday should i be this stressed on holiday I was so disgusted I broke down to my husband and said I can't put up with the way we d been treated this is ridiculous I d rather be at home. At least I can cook there. We were now truly devastated this was no holiday for me 1st day I cleaned most of the evening then next day couldn't even cook. We stripped thebed and put sheets etc in the bag . Packed all our clothes and food packed the car and even now no pans had arrived so drove to the reception which was closed and was told to give the key to security guard on the show bar then left in tears...

My Daughter worked there for nearly two months and pete was very rude and arrogant to her for most of that time My Daughter has learning Disabilities and was not as fast as her team members but she was getting there he said her team members were moaning about it but he was lieing as I asked them myself and they said nothing but good things about her even the customers loved her. she got fired for that without any verbal or written warnings ⚠️ so I know it, s unfair dismissle and I would like something done about it as he was also rude to me when I tried to talk to him about it. My Daughter loved working there it was a childhood dream and she was and still is really upset about it so am I I think she deserves another chance please help yours hopefully paulette her mum.

At 1.05pm on thursday the 7april my tv signal went off, it is now saterday the 9 of april the time is 6.17pm and it as still not been fixed. I am a caravan owner on haven site primrose valley/my caravan number is 49 primrose field as me and my husband are disabled the tv is importent to us, I have tried ringing the owners office all day friday but know one picked up the phone. Other people are in the same boat as us and have been told it wont be fixed today and they dont know when it will be. I assume nobody picked the phone up on becouse it was holiday mackers change over day if thats the case it is poor service, and if thats wrong then then it makes it even worse they will have known that people are unhappy and want to complain so I think thats why nobody picked up the phone. Surely this is a priority to be fixed asap sadly this seems not be the case, it is not often that I complain about anything but this as got going in a big way. And just to round the day off at 8pm friday night my gas bottle went off, so I tried ringing security to get a new gas bottle it took 18 calls yes 18 calls to get through and 50minutes before they came with a new bottle. When the office is closed if you have got problems its well known you ring security for help, what if it was an emergency 50minutes is too late. Ps I have the 18 phone call logged

So I keep getting txt messages from DFC saying the following:
Hi, Your account with Bourne Leisure Centre is still overdue, please pay by visiting pay.debitfinance.co.uk/99AYA9P

I've also had 2 voicemails referencing a completely different name to mine.

I have told both Debit finance and Bourne that they have the wrong person as I have NEVER used or looked into using their services. Asked for my mobile number [protected] to get removed from there systems but to no avail.

We have a reservation for 6 people at Studley Castle for two nights 6 and & December. I tried to make restaurant reservations via your website so that we can all have dinner and breakfast together as a group. The links on your website did not allow me to do this. I then tried to telephone and got your automated ansa service several times so I then tried your Live Chat on your website and that advice did not work either. So I then sent an email on 20 October to the email address on the website (pasted below) and chased it up on the 27th October and I have still not had a reply which I think is really poor. I also tried to book some spa treatments, but again, if you follow the spa link on your website, it takes you to spa stay options and we already have a booking. So basically, I'd like to know how/who I need to contact to make a simple booking reservation for dinner and breakfast and how to book some spa treatments. Or, from the email below, please could you do it for me? I'm hugely disappointed in the lack of response.

From: Karen Browne
Subject: Booking Ref: 4484499 - restaurant bookings
Date: 20 October 2021 at 15:26:20 BST
To: [protected]@bourne-leisure.co.uk

Dear Sir, we have booked two nights at Studley Castle on Monday 6 and Tuesdsay 7 December including breakfast and dinner and I have just recieved your final confirmation.

I tried to see how to book our meal times and ended up talking to your Live Chat. She gave me the link to make the bookings on line but every time I tried using the booking reference on my confirmation (and in the header of this email) it said that the booking reference was not recognised.

So I am emailing you to ask if I can book our meal times this way.

There are 6 of us in our party and we would like to eat together in the main restaurant for breakfast and dinner.

Breakfast at 9am please and dinner at 7.30pm on both days.

Please can you let me know if this is OK.

Many thanks.

Karen

(Booking made in the name of my partner, Allan Price).

KAREN BROWNE

Surprise 60th birthday surprise stay at one of your hotels, in august this year.
Been trying to communicate via email / phone call since then only to be ignored.
I have photos which I took which speak louder than words.
But basically our room was absolutely filthy.
The food was the worst we had ever had.
The grounds unkept.
The lockers in the pool area mostly broken.
Worst place we had both unfortunately experienced.

i would like to complain about the way the staff at blue dolphin caravan sales office treated my husband and myself. We had been in discussion with a couple that owned a caravan on blue dolphin who had decided to sell. We had just found out we were going to be grandparents and had been saving for a lot of years to buy a holiday home when this time came. We had made an offer of £18, 000, but were made aware by the caravan owners that haven had the rights to also make an offer.(which is fair enough). Haven made an offer of £20, 000. We called into the office ad spoke to The manager Neil who explained to us that we could counter offer if we wanted to, but when we told him we were going to counter offer for £25, 000, Neil told us not to do it as the caravan was not worth it and to let him see what caravans he could sort for us, we were very wary as it was the pitch we were more interested as it was right on the fishing lake which is a massive hobby of ours, but he assured us he would remove the old caravanand replace it with our new one. the next day his assistant Ruth Guest took us to see another caravan which was beautiful but alot more money £29, 000.We had already told Niel that our budget was ideally 20000 but could push to 25000, but were advised by Ruth that they could sort a little finance, we explained that we may not be able to get finance but was assured that because we were paying 20, 000 cash finance would not be a problem so reluctantly decided to go ahead, paid a deposit and travelled home happy and excited. We have now been told due to our bank accounts we cant get finance so if we dont pay the whole lot cash we cannot have the caravan.As you can imagine this is a devastating blow to us as if we had stuck with the original sale we could of now owned our own holiday home. I honestly feel like we were bullied into not going ahead with our original sale with Mrs Lawson so Neil and Ruth could have a sale, And as Neil had already pointed out haven wouldnt have gone over our bid of 25, 000 as the caravan wasnt worth. WE ARE DEVASTATED TO BE TREATED IN THIS WAY WHEN WE HAVE HOLIDAYED WITH HAVEN FOR THE LAST 35 YEARS. I would like this complaint to also be past on to MR JOHN DUNFORD and ME PETER HARRIS as i am sure they can not be happy that customers are being treated in this way. We are absalutly devastated that this has happened and they think it is ok to treat people this way kind regards David Britton

I wish to make a complaint regarding a charge for a CO Alarm meter which has been charged and added to my account .
Berwick Holiday Park have sent an invoice to myself for a CO 2 meter which states, they recieved a call to security on the 14-09-2021 at 00.08 hrs to say this unit was beeping . { The caravan was empty } I have contacted the park to ask for this unit to be removed and the beeping one to be left for the owner to deal with .
Dealing with this park as an owner is just a constant battle .

I have submitted a complaint to sarah.[protected]@bourne-leisure.co.uk
This was submitted 4 Aug 21 and chased up 25 Aug 21.

I have still not had a reply.

Why?

Hate crime against my disabled daughter, assault by security, gas supply turned off, dog kidnapped, harrassment by same security, absolute nightmare, complaint procedure and investigation basically biased and unfair.
Not one truthful account about our harrassment and intimidation false accusations by the person's responsible and a very insulting aggressive response from Tina the person who was handling the investigation.
Very aggressive and unprofessional response.
We were harrassed and bullied and haven did nothing about employees behaviour towards us.
As far as I am concerned they committed a criminal offence.

Fire regs breached in my room
Room unfit for purpose (bathroom dirty, shower flooded bathroom, bath to dirty to wash in, asked for 2 single beds got a double bed)
Room thick with dust and cobwebs and mirrors covered in handprints, spit, and grease
Bathroom door opened on its own 3 times during the night waking me up
Entrance to building fire doors jammed open with wood
Main hotel manager Mina, and other managers refusing to speak with me and promising to email me my complaint details reference number and head office contact number
Very rudely told don't phone this hotel again by Sophie today, after asking were my email was from yesterday, she shouted I will have the email today this was 3 hrs ago and nothing
Left a day early as unable to wash Saftey in my room
Hotel has reports on all this made by maintenance and manager Rosie who clean my bath at 9-30 pm as she was that disgusted with the dirty bath

I need to know who's examination board is for the welcome House customer services NVQ Level 4 do you put your staff through as someone stole my certificate and I need to replace it City and Guilds say they have no register of you using their company to register of documents with so who do you use to register your documents with as official documents and I require an answer immediately so I can carry on working

My gas supply was recently disconnected due to my gas safety test having lapsed, Haven had sent me emails leading up to this but i hadn't seen them as my mum was seriously ill in hospital & passed away a few weeks later so didn't check any emails for a few weeks, I would how ever answered phone calls. After looking back on my phone calls haven had only rung me once & i obviously couldn't take the call, Surely they would attempt to call me numerous time's for something so urgent?
Haven also let me book guest's into my caravan although there was no gas? Why didn't anything flag up at that point? I could have called straight away, My sister in law arrived at the park on 26/06/21 at night with 3 children under 5 & was told by security she couldn't stay in the caravan, After security spoke to someone else she was told that yes she could now stay in the caravan but if anything happens Haven wouldn't be responsible? Is that a new policy? The morning after my brother tried to get advise/help from reception & was told it was nothing to do with them! My brother walked out in disgust. Luckily i could quickly arrange for a gas engineer to re connect the gas & do the safety checks.
I was charged £103 disconnection fee & because haven had removed some pipe work to prevent re connection i had to pay the engineer for a replacement, Re connection cost me £210 .I feel badly let down by haven, I'm not making excuses for what happend but i would certainly like refunding for my re connection cost for haven not doing as much as they could have to contact me before disconnecting. There is not enough communication with all the different departments, If there were i think situations like this can be avoided in the future.

Good evening

I have arrived back today from the above booking number in hafan y mor. 

I checked in on Monday 28th June and was upgraded thank you for this. But in a way I wish I hadn't been. When we arrived the door was sealed but the bed linen was stained dirty and torn, the carpets in the front room had red sticky spots trailing all the way through, the upholstery on the dining room chairs were very dirty and stained, in the bathroom cupboard was shaving gel and used razors and the blinds in the front room and main bedroom did not close

I went to reception to report this. Was told someone would go to caravan and I gave permission for the staff to go in as the kids wanted to explore. A while
Later we went back to the caravan and nothing had been done. So again went back to reception and was Rudely told well someone went but you was not in. Correct I was not in as I gave permission for people To go in as we was going out. I was then ordered to go back to the caravan and just wait and someone would be out. So now our first day of our holiday is spent waiting in the dirty caravan. A lady turns up I show her everything. She was lovely and polite she said she would Arrange for all bed linen to be changed and have the carpets and upholstery cleaned and that she would Let maintenance know about the blinds. 10 mins later the carpet man turned up. I said is it ok to go out he said yes and double checked he had a key of which he did and he said he would Lock up. We arrived back at the caravan a few hours later bed linen Changed and carpet and upholstery cleaned BUT the front door to the caravan was left unlocked and wide open instantly ran around checking the caravan to see if anything was missing. Not what I expected to be scared and worried that possessions may have been stolen due to staff leaving my caravan front door wide open with no supervision. 
I then checked the blinds these still Did not work called security as reception was now closed. They checked and told Me maintenance had updated that they had temporarily fixed the blinds this I argued as the blinds still did not work so what had they done to them ? Again was told
To wait in caravan and someone would be out. A woman turned up no clue what she was there for or what to do so she said she would
Contact security again. And again we had to just wait. 2 men turned up after about an hour took a look. The main bedroom blind could
Not be fixed they had to cut the cord so the blind went down but then this meant we could
Not open the blind all Week and had no natural light in that room. Please note they also said they was aware of this blind being broken as the cord had threaded itself and they was waiting for someone to re-thread it, so why was the caravan passed and allowed to be let if there is a ongoing maintenance issue that will Affect a guests experience I.e by being unable To Sleep as the blind would not go down. The living room blind was able to be put down but again could not raise due to the stiffness and the weight of it. 

The used razors and shaving gel we found this morning when checking all cupboards before departing. This was a shock again. 

As you can appreciate the caravan should not of been passed as clean as we had to have several people out to change all the bed linen steam clean the carpets and the upholstery and to temporarily repair blinds. This I feel especially with covid is a breach of your cleanliness policy that you advertise and that is on your website. All the issues were reported within the 4 hour time frame you state and took over 4 hours to rectify / temporarily repair. 

I have attached images of the cleanliness issues. 

Please also note no management ever apologised and no staff ever mentioned to me regarding this policy and that because the staff had to come back out multiple Times To re clean the caravan that I was entitled to a refund. This surely should
Of been mentioned to me. My parents told me about your policy after I Mentioned to them yesterday about what we had experienced. Not one member of staff I had dealt with of which was 7 different people mentioned anything about the policy and a refund whilst I was onsite. 

This is what your terms and conditions state regarding your cleanliness policy. My claims falls within your policy, I reported within the 4 hour period, all Bed linen Had to be replaced, previous occupants stuff was left Within the van, carpets and upholstery had to be steam cleaned. 

"If, on arrival at your holiday home, you find it is not cleaned to the high standards we expect you will receive a full, no-quibble refund for the cost of your holiday.  You must 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 our Haven Caravan Cleanliness Guarantee (HCCG). We won't accept claims after departure from the holiday park.
To meet the standards that we set, we would love the opportunity to clean your holiday home again, so that you can carry on enjoying your getaway.  But, if you feel this is not possible, we understand. Whether you continue your holiday or return home you will receive a full, no-quibble refund for the cost of your holiday. This will be agreed at the time. 
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."

I look forward to your response and a full refund in regard to these failings and that our first day of holiday we arrived to a dirty caravan had to wait and waste several Hours bearing in mind we was only There for 4 Days and that our security of our personal possessions was also put at risk when our caravan was left open and unlocked when we was not present. 

I have made a complaint and as per your Terms and Conditions i should receive a response within 14 business days, when i made my complaint i have a confirmation email stating 21 business days. i have not received a response and now have been told the wait time is 31 business days. This is unacceptable. I am a customer Service manager for a European company and would never expect my clients to wait that long to a response to a complaint. This time frame goes against your Terms and conditions and is no where stated on your website regarding this new time frme of 31 business days.

As an owner at Blue Dolphin I feel we are being deprived of our facilities. Management tend to treat us as second class citizens. Firstly they took away the snooker table and reduced the amount of gym equipment. Now they are not allowing the use of the smoking shelter. I personally supported the park the whole of last year and so far the whole of this year. The management do not keep us informed of what is happening at all. This in my mind is total ignorance. My account number is BD026906. Please let me know what can be done about this. Yours T Bosanquet

I and other owners at Far Grange have numerous issues on site. Lots of e-mails are being sent to Kelly Newland and the responses we are getting are not action the problem. Leanne Heaton one of the owners has collated a big response from owners and sent as many complaints as possible to Kelly. She has been working through replies but these arent really much of a response. I personally tried to speak to Kelly last week about issues and the office said she was busy but i have found out this week she is working from home. We are not seeing any real answers to issues we have, we have offered suggestions and nothing much seems to be coming to fruition.
some points of complaint are
The sandpiper has been changed to a restaurant, owners want the pub effect back,
Drinking in east end for all people is horrible, kids club, owners without kids dont want this type of atmosphere
the Cabaret room, for adults only now allows kids in on a weekend,
food is disgrace, frozen food, not home made, the god enjoyed the last meal, i go off site and spend a lot of money on food and drinks because FG cannot provide this
no where for dog owners to eat or drink, off side have plenty of opportunity
booking venues has been a shambles
no answer or late answer to e-mails
early closure of rooms and being kicked out to the east end

the list goes on and on

I'm due to go to presthaven in the 26th July 2021.
Booked and paid for a stay and play but can only book 1 night in the entertainment lounge, I'm paying for 4 nights and would like to use the facilities for all 4 night's.
Been told we can queue at reception and wait for cancellation for bookings, sorry this is not what I paid and planned for I don't want to waste time standing around at reception for the duration of my holiday.
I've had to book activities outside of the park costing more money.
I feel cheated and conned.
It's going to feel more like a stay and not a stay and play but this is because haven have decided to fill the park up that much that a lot of families are going to be disappointed.
Shame on you haven.