A water supply issue has caused ‘mayhem’ for families who had booked summer holidays at a Haven park

Families were left distraught as children were ‘in tears’ and ‘having meltdowns’ after being turned away from a Haven park they had travelled to for their summer holiday.

The Presthaven beach resort in North Wales was compelled to cancel booked holidays over the weekend due to a burst main causing water supply issues across Flintshire.

The venue reported a ‘major drop in water pressure’ on Friday (August 15) and, due to the loss of water supply, had to close its main facilities.

This meant that holidaymakers and private lettings arrivals could not have their bookings honoured.

Haven has since apologised to those affected. In an update on Saturday, the park issued a further statement on social media stating that although work was being undertaken to fix the issue, its facilities were still unable to be reopened and customers were being refunded for their booked stays.

Kimberley Nolan, who had travelled with four children on the train from Little Hulton, in the city of Salford in Greater Manchester, on Friday for a three-night summer break, said that upon arriving at the park, security staff were turning people away from the site.

She described how children began ‘going into meltdown’ and were seen ‘in tears’ as families with their luggage were stood on the street, using their phones to try and find last minute alternative accommodation.

As Kimberley was departing from her Salford home, the park posted an update on social media advising guests to bring their own water.

The post also mentioned that food and beverage outlets, as well as the pool, were closed, but the shop remained open for essential items, reports the Manchester Evening News.

It wasn’t until later in the afternoon that additional information was provided to affected customers.

“We saw a post that there were water supply issues as we were leaving,” Kimberley told the M.E.N. “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 said. “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.”

On Friday morning, when Kimberley was en route to the park with her children, the park issued a statement: “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.”

Later that afternoon, an update was posted stating that due to issues with water pressure, facilities had to be shut down and holiday lettings could not be accommodated until the situation 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 subsequently revealed that team members were being subjected to abuse from private guests, and they had ‘no alternative but to let them on the park’ despite facilities being shut.

A 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.”

On Sunday morning, it was announced that the park’s water supply had been fully restored and that the park would fully reopen on Monday.

At 3pm on Sunday (August 17), Welsh Water issued a statement regarding the incident, confirming that the water supply had been restored to the majority of properties affected by the burst water main and that the company was ‘working tirelessly’ to restore supplies to those still impacted. Bottled water stations were also established in three areas until Monday.

Responding to the M.E.N, 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).”