Families and children experienced heartbreak during their anticipated summer getaway as the Presthaven Beach Resort in North Wales was forced to turn away holidaymakers last weekend due to a water supply issue.
What Caused the Chaos?
A burst main reported by Welsh Water on Friday, August 15, led to a significant drop in water pressure across the Flintshire area. This not only impacted local residents but also the holiday park, which had to shut down its key facilities, including food and beverage outlets, swimming pools, and any accommodations for holidaymakers.
The management of Haven Holiday Park apologized as families arrived only to be informed their bookings could not be honored. Social media statements were posted on Friday morning urging travelers to bring water and warning some amenities would be closed, but many guests, including Kimberley Nolan and her four children from Little Hulton, didn’t receive sufficient pre-warning.
Travel Woes and Disrupted Plans
Kimberley shared, “We saw a post about water supply issues while we were leaving Salford, but there was no strict advice against traveling. We had no choice but to try for the sake of the kids, as it was their only chance for a summer break.”
Upon arriving after their train journey, Kimberley and her children were told by security that they could not stay. Families were left stranded on the street, bags in hand, frantically searching for alternative accommodations that were largely unavailable due to the peak summer period.
“Children were in tears and having meltdowns,” Kimberley recounted. “Families stood with their luggage trying their best, but it was mayhem.” Out-of-pocket costs, including over £130 on train tickets and journey essentials, added further frustration for families already devastated by the disruption.
Park Closure and Refund Process
The park confirmed that holidaymakers and private guests could not remain at the location due to health and safety concerns linked to the water outage. Refunds have been promised for stays between August 15 and 18. However, families like Kimberley’s expressed concern that the delay in refunds will prevent them from booking another holiday in time before children return to school.
On Friday, the park’s initial statement read, “Due to the loss of water and in line with health and safety regulations, all main facilities on the park are closed. Owners are welcome to remain, but we unfortunately cannot support arrivals.”
Water Restored, Park Reopens
Welsh Water confirmed on Sunday, August 17, that repairs to the burst main were completed and water systems would fully replenish by Monday. Temporary bottled water stations were set up to aid those affected. Haven Holiday Park reopened on Monday morning but acknowledged the challenges caused over the weekend.
A Haven spokesperson added, “We are deeply sorry for the disruption caused to our guests. Unfortunately, the watermain failure was beyond our control, but we appreciate the patience and understanding of our customers during this difficult time.”
Calls for Better Communication
As children return to school and parents reflect on the stressful ordeal, there is growing frustration over Haven’s communication strategy. Addressing this could help restore trust in the brand and prevent similar chaos during peak holiday periods in the future.
