Families were turned away from Haven’s Presthaven beach resort in North Wales, as it was forced to cancel booked holidays over the weekend due to water supply problems
Crying children were “having meltdowns” in “mayhem” after families were turned away from a Haven park which had to close.
The Presthaven beach resort in North Wales was forced to cancel booked holidays over the weekend after a Welsh Water burst main caused water supply issues to properties across Flintshire. The venue said there had been a ‘major drop in water pressure’ on Friday and that due to loss of water supply, main facilities in the park had to close. This also meant that holidaymakers and private lettings arrivals could not have their bookings honoured.
In an update on Saturday, the park issued a further statement on social media saying that although work was being undertaken to fix the issue, that its facilities were still unable to be reopened and that customers were being refunded for their booked stays.
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Kimberley Nolan had travelled with four children on the train from Little Hulton, Greater Manchester, on Friday for a three-night summer break. She said that after arriving at the park, security staff were turning people away from the site.
She said children began ‘going into meltdown’ and were seen ‘in tears’ as families with their luggage were stood on the street and using their phones to try and find last minute alternative accommodation.
As she was leaving her home in Salford, she claims the park issued an update on social media asking guests to bring water with them and that the food and beverage outlets, along with the pool, had been closed, with the shop open ‘for essentials’.
“We saw a post that there were water supply issues as we were leaving,” Kimberley told the Manchester Evening News. “There wasn’t much pre-warning or strict advice not to travel, so we continued making our way there as it was our only chance for a summer break. We had to try for the sake of the kids.
“When we got there, there were security and Haven staff turning people away. We’d travelled all that way and were just told we couldn’t stay for our holiday. We had nowhere to stay. We even went to the travel agents in Prestatyn and tried everywhere, other caravan parks, but we couldn’t get in anywhere.
“There were so many upset kids who had been turned away. They were in tears. Some were having meltdowns. It was mayhem. Families all in the same boat stood with their bags trying to find somewhere but there was no availability. We were trying our best to make it into a holiday for the kids. All they wanted to do was go onto the beach and we had travelled all the way there.”
Kimberley claims that although an offer of reimbursement for the cost of the holiday has been offered by Haven, for stays between August 15 and 18, that she also spent over £130 on train fares, plus additional expenses like snacks and drinks for the journey.
“We won’t get our holiday now,” she added. “We have to wait for the refund and it would mean saving up again for trains. They go back to school in a few weeks.”
The initial statement posted by the park on Friday morning, when Kimberley was travelling to the park with her children, read: “Our food and beverage outlets and swimming pool are currently closed, the mini market is open for essentials. If you are travelling to park we are advising that you bring water with you.”
In an update that afternoon, a statement added that due to water pressure issues, facilities had to close and that holiday lettings could not be supported until the incident was resolved.
“Due to the loss of water, and in line with health and safety regulations, all main facilities on park are currently closed,” it read. “While owners are welcome to remain on park during this time, we’re unfortunately unable to support holidaymaker or private lettings guest arrivals until the situation is resolved.
“Thank you for your patience and understanding and we’ll share updates as soon as we have them.” The park later announced that members of the team were receiving abuse from private guests and that they had ‘no alternative but to let them on the park’ despite facilities being closed.
A further statement shared on Saturday (August 16) read: “We still have no water, although Welsh Water have confirmed the leak has been repaired, it will still take 48 hrs to replenish their systems and filter it out. We are unable to open any facilities until the water is fully restored.
“I would also like to sincerely thank you for your kind emails, messages, and generous offers of water and food during such a difficult time. As a team, we’ve been truly touched by your thoughtfulness and are deeply grateful for your support.”
It was later announced on Sunday morning that the park’s water supply had been fully restored and that the park would fully open again on Monday.
Welsh Water issued a statement on the incident at 3pm on Sunday (August 17) confirming that the supply of water had been restored to the majority of properties impacted by the burst water main and that the firm was ‘working tirelessly’ to restore supplies to those still affected. Bottled water stations were also set up until Monday in three areas.
A spokesperson for Haven said: “As the result of a failure of a Welsh Water main, the Presthaven park and much of the surrounding area was left without water.
We are extremely sorry that this meant we had to take the difficult decision to close the park to holiday makers on Friday. We really do appreciate just how disappointing this is to everyone who’s had their holiday disrupted. Water has been restored today (Sunday) and we will be re-opening tomorrow (Monday).”