MSE News: Bad weather chaos: your pay and travel rights

MrSunsoa

I request you much needed guidance and experience on a financial issue.

My sister and a friend booked a spa but could not attend due to adverse weather conditions;
The weekend spa break cost £300.00 + and she payed on her Abbey Debit card.
The spa people said they cannot offer a refund nor a new date.

She sent this to; as the offer was from this site

To Dee,
I am formally writing to you in order to complain about the lack of
consideration as to why I could not attend the Spa Stay at Cambridge Belfry
on 18th Dec 2010.
Due to Adverse weather conditions, it was not safe to drive on the motorway
and even if I tried I would not have made it as majority of motorways were
closed due to accidents.
I am very upset at the fact that nothing can be done to resolve this matter
and I have lost out on £260 for a reason that could not have been helped.
I left numerous of messages to SpaSelect but you yourself mentioned that no
one was able to reach the office due to snow so how was I meant to reach
Cambridge without the risk of an accident etc..
Could you please look further into this matter as I'm not satified with the
service received and felt that this was not dealt to it's best.
I await for a response on this matter or I shall be persuing this further.

Kind Regards,
Anjali Bhakoo

And recieved this....................................

Hi Anjali,
I have forwarded your complaint to the Reception at the Cambridge Belfry
asking if they can offer you anything as compensation out of goodwill to
you.
As I said earlier these spa breaks are not weather dependent and are 100%
non cancellable and non refundable within this timeframe but we always try
our best to move a spa break sideways to another date if we have enough
notice. Obviously the snow caught everyone unawares so this could not be
arranged.
I await their reply and will let you know as soon as possible.
Kind regards
Dee

And then this.............................................

Hi Anjali,

I have now received a reply from the Cambridge Belfry

Please see below:
I’m afraid we cannot do anything regarding this booking I could appreciate
the weather was bad however we did have another guest that had to cancel
and we have had to stick strong with the cancellation policies and say no
I’m afraid that it is non refundable and non transferable.
Therefore unfortunately I can do nothing about this booking.


Kind regards

Obviously all your advice is appreciated

Kind Regards

Anmol Sunsoa