Published On: Tue, May 14th, 2024
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‘Worst holiday of my life!’ Furious Haven visitors warn ‘avoid at all costs’ | UK | News

Furious customers have complained of mice, filth and anti-social behaviour at a Haven holiday park. Craig Tara Holiday Park promises an “unforgettable break” where “enjoyment knows no age limit”, but some visitors claim they got more than they bargained for when staying at the site in Ayr, Scotland.

Craig Tara is Scotland’s largest holiday park and welcomes more than 7,000 holidaymakers a week during its busiest months, according to its operator, Haven.

Standards of cleanliness, costs and issues with vermin are among the complaints made in Tripadvisor reviews of the holiday venue. Others, however, were full of praise for Craig Tara, hailing “faultless” stays.

Reviewer LCStewart, who has posted seven reviews on Tripadvisor, said in April that they arrived at their accommodation “to find it absolutely filthy”.

They warned: “Please do not come here. The place is the worst place I’ve ever been to.” In response, Haven apologised and sought to assure the disgruntled customer of their “no-quibble” refund policy.

Fellow reviewer, Tam D, wrote in April: “The worst holiday experience of my life. Our first holiday as a family (me, my wife and my 11 week old son) and it couldn’t have been any worse.”

The disappointed customer described two nights spent in the cold because the heating wasn’t working in the lounge and master bedrooms. They claimed: “Then the rodents appeared. The whole apartment was infested with mice.”

In another review, SRScott1982, whose post was written in March, asked: “Craig Tara, is this the drugs capital of Scotland? The whole park stinks of weed.” Haven replied with an apology and expressed disappointment on not delivering for the customer.

The company said it does not tolerate anti-social behaviour and has 24-hour security in place across all its parks.

In total, Craig Tara has 779 “terrible” ratings on Tripadvisor, 445 “poor” and 586 “average. But 1,087 rate the venue “excellent” and 908 “very good”.

Reviewer Haley B wrote in March that they had a great time and felt sad to leave, praising the entertainment and hailing the staff as kind, polite and helpful.

Karael M, in a review posted on May 2, said the park felt safe, secure and the staff were “amazing”. They added: “The park itself was spotless and [I] never smelled cannabis once.”

A Haven spokesperson said: “We pride ourselves on providing guests with a fantastic holiday experience, with three quarters of our bookings coming from repeat customers. We encourage and value feedback from our guests and regularly review ways to enhance our on park offering and ensure we are providing the best experiences for holidaymakers.

“The health, safety and security of everyone on our parks is a top priority and we proactively ensure we speak to guests directly about any concerns they have and seek to address the issue immediately.”

Haven said every guest receives a post-holiday feedback survey where it requests honest feedback about their stay. The company said the surveys lay the foundations for how it operates and deliver “great experiences” for guests.

Each team member at Haven can access insights from guests via a platform designed to review feedback, which suggests ways to improve guest experiences. These suggestions are reviewed regularly by the business.

Haven said in total 74.5 percent are repeat guests, having been to either Craig Tara or another Haven park. Sixty two percent of guests at Craig Tara this year have visited the park before, according to Haven.

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