Mark Hayward claims he got a ‘harsh’ surprise after booking a weekend in HavenNews
Kit Roberts and Cheryl Mullin
07:58, 12 Apr 2025
Mark Hayward was furious after finding out that he would have to pay extra(Image: Mark Hayward (submitted))
A fuming dad claims a ‘harsh’ unexpected charge at a holiday park ruined his wife’s special birthday. Mark Hayward booked a three night break at a Haven holiday park in Wales for his family to go away and celebrate his wife’s 50th birthday.
He chose to book a £300 cabin at the family resort, which also boasts bars and a nightclub on site – which Mark believed were included.
But after making the initial booking the dad says he was shocked to discover access to these facilities was not included in the price he’d already paid.
And Mark, who works in insurance, was further stunned to hear it would cost another £260 to purchase entertainment passes for his family if they wanted to visit any of these venues while at the park.
Haven said that as the accommodation Mark booked belonged to a private owner, and as he had booked the stay directly rather than through Haven, it meant a ‘Play Pass’ was not included in the price.
But Mark claims it was not made clear at the time of booking that the activities would not be part of the deal. He now wants to warn others not to get caught out.
He said: “I was devastated, frustrated, angry. It was like a kick.. I’ve actually paid £300 plus £75 deposit to then be told it’s another £260 for the passes. We thought we were getting passes included.
“I’m going away to Wales for three nights, I’m not going to Barbados!”
But he claims things only got worse when he took a look at some of the other accommodation options at the holiday park, only to realise those came with the pass included, reports the MEN.
He said: “We saw it was £260 to have this pass, which I thought was a bit steep. I thought to get a caravan for the weekend, and I saw a caravan for £400 with the passes. I thought, wow.”
Mark, from Middleton, has holidayed at the site before, and even worked on the bar there when he was 18, but the whole experience has left him feeling cold.
He said: “I just think as returning customers it’s harsh that they’re inflating the prices for people that are going directly onsite. It’s my wife’s 50th, I just think it’s really harsh. We want to celebrate her birthday.
“We’re not exactly rolling in money, I would’ve liked some sort of good will gesture. You’re trying to celebrate something only to be told it’s going to be double the price – the excitement has been taken away.”
A spokesperson for Haven said.: “The satisfaction of our guests is incredibly important to us and we always listen to their feedback. In this case, Mr Haywood booked his stay directly with the owner of a caravan – not through Haven.
“This sort of private arrangement provides a stay in a fantastic coastal location, but does not include a Play Pass which gives access to all of Haven’s on-site entertainment and facilities.
“All visitors to our parks, including those who have rented through a private hire, are welcome to purchase a Play Pass from Haven should they wish to. The best way to ensure complete certainty on what is included in your holiday is to book directly.”