Not giving me my refund?

Miss*Pink_2

I hope i have posted this in the right place, im quite new to the site.

I booked a hotel room in Blackpool for one night for this coming saturday. The price was £35.
I had an email receipt stating that i was eligible to cancel and that if i did so outside of 48 hours before then i would be entitled to a full refund, if i cancelled within 48 hours i would be entitled to no refund.

Unfortunately, circumstances have changed and i cannot go anymore, so i phone up today to cancel. The lady on the phone was quite snotty with me and didnt mention the refund. She was saying bye when i asked her about my refund. She said there would be no refund, and i said to her that i had the email receipt saying i could get a refund outside of 48 hours which it is. She then said, 'oh there is a £10 charge for cancelling.' So i told her that again, the receipt gives no mention of any charge and states i could receive a FULL refund.
Then she seemed to get really shirty and asked to take my mobile number and said she would see what she could do and phone me back this afternoon. I phoned the hotel at about 1.45pm this afternoon and have had no call back from her.
I am under the impression they do not want to give me my money back and now i dont really know what else to do. I live in Birmingham so can hardly go down to the hotel.

Can anyone advise me?
Thanks in advance.

unholyangel

Write a letter recorded delivery or cancel by email. Cancellation needs to be in a durable form unless they have previously specified that cancellation over the phone will suffice.

They shouldnt charge you anything unless you were given a note of these fee's at the time of booking - or as soon after as possible - also in a durable form (website/phone isnt durable).

Miss*Pink_2

unholyangel wrote: »

Write a letter recorded delivery or cancel by email. Cancellation needs to be in a durable form unless they have previously specified that cancellation over the phone will suffice.

They shouldnt charge you anything unless you were given a note of these fee's at the time of booking - or as soon after as possible - also in a durable form (website/phone isnt durable).

The receipt states that you can only cancel via phone although i had emailed them last week to cancel aswell but had no reply.

unholyangel

Keep a copy of the email you sent them just in case and obviously, the receipt. They may refund without hassle but you never know . It pays to be prepared.

I assume you booked it over the internet/phone and havent actually dealt with them face to face?

Miss*Pink_2

unholyangel wrote: »

Keep a copy of the email you sent them just in case and obviously, the receipt. They may refund without hassle but you never know . It pays to be prepared.

I assume you booked it over the internet/phone and havent actually dealt with them face to face?

Yes i booked it over the internet and paid via paypal.
I have got the email i sent to them and have still got the receipt and obviously i will have my phone bill to prove that i phoned them.
I just feel like if they dont refund me, theres not a lot i can do and they shouldnt be allowed to get away with it.

unholyangel

When did you book it?

Paypal give you 45 days from the date of transaction in order to raise a dispute. Obviously i dont know what paypal need in order to action a refund but imo, you have enough proof that you cancelled outwith the 48 hours.

Miss*Pink_2

unholyangel wrote: »

When did you book it?

Paypal give you 45 days from the date of transaction in order to raise a dispute. Obviously i dont know what paypal need in order to action a refund but imo, you have enough proof that you cancelled outwith the 48 hours.

I booked it on the 10th of June.

Here is the booking terms directly copied from the email receipt i have (although i have removed the phone number)

Booking TermsBookings
A 'booking' means any order for our products or services on this site that is accepted by us.

Acceptance will be made by us (and a contract concluded) when we have received full payment from you.

There is no agent involved in this booking process, the contract is concluded between you as the Customer and us as the Business.

Refunds & Cancellations
For cancellations made outside of 48 hours, a full refund will be made.

For cancellations made within 48 hours, no refund will be made.

To make a cancellation, you will be required to call us on (phone number). Please ensure you have your credit / debit card details handy in order that we can arrange for the refund (where applicable) to be made.

Payment
Full payment for all bookings is required at the time of booking.

Queries and Complaints
If you have any queries of complaints in relation to the booking process, or our business, please contact us directly on (Phone number).

unholyangel

Seems like you're just in time. It will be 42 days tomorrow.

You could either open the dispute now or give them one more day to try and sort it out.

If they do fail to give you a full refund, you can also warn other travellers by posting a review on trip advisor . Anytime i'm planning a holiday i check the hotel reviews there before booking. No hotel is ever going to please 100% of people but when nearly everyone has bad things to say, you know to avoid it like the plague