Haven Greenacres Holiday Park — Hotel in Great Britain

Having stayed at Greenacres, Porthmadog many times over the years with both with my wife and little boy who's now 5 I have never started a holiday feeling the way I did when we arrived this time round on 14th June. Checked in around 1345hrs...||Clive the park warden was on holiday so we was issued plot no etc at the security gate. Great. No problem. ||However been issued pitch 20, a side we have never stayed on and one that not near the play park where we like to keep an eye on out 5 year old. ||My wife went to reception and asked. Reasonably if we could move pitches to one on the other side and requested an empty spot no 39. ||The young gentleman on reception. We now know as Alex refused as he didn't have the authorisation. Apparently no one was in either that could with help this request. No mangers until tomorrow. ||I went over to reception as I thought this to be abit bizarre, a business of this nature of having any managers in. Especially on a weekend. I wanted to make a complaint ref this and also Alex's attitude towards my wife as she had to walk away from him as he was been funny with her. ||I asked Alex straight up. Can I please have a manger or information to make a formal complaint. Alex got a note pad and pen and said he could take the complaint. ||I said no, I want the details of somone I can make a complaint too. A few back and forth and Alex become angry and heated. He was been quite aggressive in his approach. At that point, another staff member had seen what was happening, Demi and stepped in and asked Alex to leave the area. I said I can not believe how you have just spoken and addressed a customer, as Alex turned around very angry and said yeah I did! ||Demi I must say was most professional and wanted to help. She acted accordingly and I can not thank her enough. ||A lady then appeared, Apparently a manager! By the name of Louise. Demi and the Louise the Manager (clearly a manager was in) went into the back where Alex had been sent, and came out with a gentleman named Gethin the GM of facilities. ||Gethin came out and shook my hand, apologised for Alex and said he would be spoken too etc. ||Gethin was calm, very helpful and quickly resolved my plot request. Said I should enjoy my holiday and shook my hand again. Its was that easy to move me plot numbers! (There was also more than just a manager in)||This simple request has caused me some upset and unnecessary stress and didn't need to happen.||Alex is clearly in the wrong job if he can not handle a customer, who wants to make a complaint, a simple request turned stressful. I didn't speak to Alex out of hand nor was I rude. He certainly was! Even if i was he is not in the position to act in such an unprofessional manner. He is front of house. The first person people see and meet when they arrive at Haven. ||Some training and or how to work in a customer service role and the correct manner is most needed. ||The second day, there was grease or what seemed to be on the children's swing outside reception. I went to reception and asked for somone to clean this, a lady next to Alex, he was back on reception. Apparently due to staff mumbers he was needed. ||The lady proceeded to give me some cleaning wipes. I cleaned that slide myself! Later on, my 5 year old boy had asked if he could have some wipes as the slide near the touring park had mud all over it. He without us knowing had took a yellow hazard slip sign out of the make toilets and put at the bottom of the slide and came and asked if he could clean it. Myself and Harri went and cleaned this also. We didn't mind as it enabled other kids to use safely, but was it our job?! ||Later for fathers day we had a table booked for 530pm. We waited a good 5 mins at the "wait to he seated" section and no one came. Although we could see staff taking amongst themselves. ||I went to the bar and asked, shall we just take a seat as we had booked. The lady said no, she would get somone and to wait back over there. I did. Still. No one came! I went back to the bar to be told, the girl never actually went to tell anyone as she works at the bar only. I said isnt my place to go around searching for staff to be seated when we have a table booked. Customer service here also was great! ||Following this Siana took our order of which seemed to be forgotten about. We waited over 50 minutes.. Most of the people, as being a Sunday we're opting for carveys, as did I. My wife and child waited far longer than needed and only when Siana came to collect the cutlery, i said my wife and son haven't eaten yet to leave the knife and forks... She was shocked to say the least, as she was aware of the issues we had when being seated. Siana was nice and helpful and very professional but it seems since arriving we have had issue after issue.. She quickly went to the kitchen to sort our food. She spoke to the manager and apologised. We did get money off the bill but it wasnt about the money. We wanted a nice meal for fathers day! ||We was due home the following day as only a 3 night stay. We had no food left and even though our experience of the Mash and barrel restaurant the night before, we decided to go for breakfast... NO vegetarian breakfast as advertised. NO fruit. The yoghurt was off. We blamed ourselves for going back!! ||We spent many hundreds on entertainment, merchandise etc as always. ||This trip was extremely disappointing and it seems Alex had zero training beofe going back to work. I was told this was the case due staff numbers both by Gethin and Louise but it is to happen, which is good news i guess. ||I have reviewed Haven Greenaches in 2023, although we have stayed many times since and gave a 5 star all singing and all dancing review. I even compared it to other parks, Haven, Lakeland and Parkdean, Withensea. This park won hands down. ||Whats changed!? I know for sure something has, weather thats new policies, new staff, new management but certainly standards have dropped, it seems all over the Park. ||Following my complaint I have been offered a £50 good will gesture to use at any Haven park. This wasnt about a freebie, but equally, this offer is insulting as a regular returning customer and the experiences we had this time round and the fact we have spent thousands over the years. ||A holiday we won't forgot and all for the...

A family holiday at a Haven we've been visiting for just under 13 years. This was an experience far below our usual experience and has been made worse by the, convoluted complaints process where the customer service team can't speak to you, even after following their guideline of asking the party lead to give you permission to discuss issues. Honestly, what an absolute shambles!

Snowdrop 55, unit was unclean, previous guests belongings were all over the van. We complained at reception (Daniel) who organised for the cleaning team to return to van and reclean. Which they did. Also mentioned that window latch was broken.

Cleaning team returned (same individuals who'd done the original clean). Apologised they'd done such a poor job, removed and hoovered the floors. We also asked they hoovered the kitchen area as it was covered in broken false nails. They did and left.

Moments later the van violently shook, the boiler made an almighty racket and the stench of gas filled the air. Boiler began to repeatedly vibrant. We evacuated the van. I returned to reception. Explained the situation and that our problem was made worse as one of our children is autistic and this had badly effected them.

I asked about upgrades, alternate accommodation both here and at nearby site Hafan Ny Mor. Both apparently at 100% capacity.

A site engineer came to van, he believed safe, but would arrange for a gas safe engineer to return in the morning.

We went out, putting all our belongings into our car. As we were part of a two party booking we decided to bed the boys at the other van. We returned to our own van, to find it stunk of gas in the bedrooms again. Faced with either sleeping in our car, or on the sofas of the other van. We took the bedding from our van and slept at the other accommodation. We notified the security team we were doing this and for the guest team to contact us in the morning.

After a not great nights sleep. I waited at reception for it to open. Spoke with Daniel and the team who were on. A gold van (non dog friendly) became available and to access this, we'd need to pay £85. For me, this was about keeping Greenacres as a "safe space" for our children and not ruining their experience of 12 years. So I paid, and we agreed to keep our dog at the other parties accommodation which we did for the duration, of a from that point onward good stay. This was done in the knowledge that we would complain on our arrival home and seek reimbursement of the additional cost as well as seek being compensated for the first day of our holiday (minimum).

The team at Greenacres were great. We were even really happy to see a smiley greeting back on arrival. Smiley gate girl used to be a holiday highlight!

Having called through to the contact centre, then having to recall through after being given the permissions by the lead guest to discuss a complaint. The Haven contact centre, is appalling as is the complaints process. Which does not allow for context, or the emotive element to be conveyed. Despite being granted to discuss our complaint. The Haven contact centre then advised they can't discuss complaints, they can only book a new holiday, or make amendments to an existing booking. Furthermore they have no contacts phone or email for their complaints handling team. It's almost like the process is set-up to be deliberately frustrating.

If we want to provide additional information we have to wait for the party lead to be given additional contact details. Honestly, who thought this up from a customer perspective. It does nothing to defuse a poor experience!

The team at Haven Greenacres are great, the location is great. This holiday has been very much overshadowed, by a poor first night and appalling offsite...

Honestly. I wouldn't know where to start with the holiday we've just had here.

Arrived for the accommodation ready an hour before check in. Great news. Then first thing you see as you walk in, a hole in the wall between two bedrooms. Reported this as we didn't want to be blamed and charged for this damage only to hear 'oh yeah we know we are waiting on a part' if you're waiting on a part, why give this particular caravan/chalet out? Honestly. Oh, and both toilet seats were broken, and one was fixed eventually on the first day. Number 11 St David's for full disclosure.

Someone, somewhere, decided that a family holiday where people have paid over £1000 for and thought 'we have this gold caravan with a hole in it, that we are fully aware of, yeah put a family in that, that makes sense'. Basics....

The beds are camp beds, and two of the single beds were barely big enough to lay your suitcase down on.

There was almost constant noise from people mowing hedges (every day) or driving around in golf buggies. All the facilities were old, tired and lacked any modern day touches.

The swimming pool is essentially the size of a regular leisure centre with no added amenities such as waves, slides or even free inflatables to use. On two the days the small pool wasn't open at all for people with small children.

The TV within the caravan did not have reception on around 10 channels and again made using that on a rainy day almost impossible.

Moving onto the lack of WiFi or reception within the site. We were around 100 yards away from the main plaza and had no WiFi or mobile reception within our lodge or decking. It's 2024.... come on now. With a week of constant rain and drizzle (it's Britain this wasn't the site's fault) you're forced indoors, and in 2024, most things require some level of Internet connectivity.

Of course, where you spend your hard earned cash had WiFi. Funnelling you to the main site and civilisation to part with £1 a go on pretty much everything. £4 each for mini golf that lasts at best 20 minutes (including waiting for people in front of you) and to top it all off most of the games within the arcade ar £1 for quite literally one go on something, for example hitting a target or whacking a test your strength game.

The views are spectacular but I could see those views for free.

I am not overly sure how you can charge over £1,000 for a caravan without wheels, holes in the wall, and no connection to the outside world. If I'd wanted to go off grid I'd have paid £20 a night down the road glamping (which I did two years ago and jt had wifi)

500ml bottles of soft drink were £2.79 a go, bottles of water were £1.79 a throw. Staff literally kicked the boxes of crisps and cans around the shop in front of customers as they restocked the empty shelves.

We all know staycations are complete rip-offs, but goodness me, this one takes the biscuit

Seriously I implore you. Take a look elsewhere and save your money. This place is truly a miserable way to spend a week. Luckily we managed to invent new games, enjoy card games and board games or else this entire week would have been an advert for why people spend less to go to Turkey or Spain and have their food...