Refund dispute - should I go to CC company?

zolablue25

Hi, bit of a story so please bare with me...

In October I booked 2 hotel rooms to use whilst attending a family wedding at the end of this month (March). During the booking process I determined that they had a lift and expressed that we definitely need a lift as my wife is using a wheelchair. This was not a problem so I booked and paid £180, non-refundable,deposit on my Mastercard.

Two weeks ago (with less than 2 weeks to go to the wedding) the hotel emailed all guests stating that the Health Spa was closed for refurbishment and that the lift was out of order - do we still wish to keep our booking? I contacted them and stated that a lift was essential and so we would need to cancel - no problem we will sort the return of your deposit, however, only "The Director" can authorise repayments.

I then immediately went on line trying to source alternatives for 2 rooms, at short notice, during school holidays in a holiday resort. We managed to find a Premier Inn within a £15 taxi ride and booked the 2 rooms using the Super Saver - non-refundable, tariff.

The next day the hotel contacted me and said "Oh, he lift is working now do you wish to reconsider cancelling?".

"Sorry, no can do, already booked and paid for 2 new rooms elsewhere"

"OK, no problem, I'll try to hurry your refund along as you are now out of pocket twice".

Two weeks, several emails and phone calls later there is still no refund and still the same story "Only the Director can authorize refunds" but they are mysteriously unavailable for comment.

My question is, as I'm getting the run-around from the hotel, should I contact the Credit Card company (Halifax Mastercard) and try to claim from them?

Whilst they haven't said they won't refund it they are certainly avoiding it and looking on Trip Advisor I am not the first customer this hotel has not refunded.

If you've managed to read all of this rambling story, then thank you. Any help would be gratefully received as to where to take this next.

Cheers

grumbler

Yes, you should.
IMO, it's a simple chargeback case if you forward them all email correspondence.

zolablue25

Thanks Grumbler. I'll look into how the Halifax Mastercard CC handles disputes then.

zolablue25

Looking at the MSE website (http://www.moneysavingexpert.com/shopping/visa-mastercard-chargeback) it apears I can only use chargeback for CC purchases under £100. In my case (£180) would I need to go with a claim under Section 75?

Thanks

grumbler

You misunderstood this.
£100 is the minimum amount and for s75 claims against the CC company, not for chargeback against the supplier.

zolablue25

Thanks Grumbler. In that case the article is very poorly written as it clearly states "Under £100 only. If its over use Section 75 instead"

grumbler

zolablue25 wrote: »

Thanks Grumbler. In that case the article is very poorly written as it clearly states "Under £100 only. If its over use Section 75 instead"

Many MSE articles are poorly written, but I don't see where this one says what you quoted. Can you post the exact wording or location?

What I see is
"No limit (min £10 for Mastercard)"
"There's no upper limit to the payouts (Mastercard has a minimum of £10)."

zolablue25

Looking at the table under the "What is Chargeback?" section, the writing below the heading "Credit Cards"

grumbler

I see...
Ctrl+F didn't work because it's image.

Yes, yet another example of MSE's 'bloopers'.
I'll flag it on the Feedback board.