Help Needed!! Non Refundable Deposit!!

JJM26

Hi,

In desperate need of some advice.

We had booked a large family holiday to celebrate one of my grandparents 80th birthdays. We booked one week at a country manor for 34 people.

We paid a 30% deposit of £2250.

Due to unforeseen circumstances we had to cancel the trip. When we cancelled & asked about our deposit, we were surprised to here it was non refundable. Not surprised from a point of view that it is unusual, more surprised from the point of view we weren't made aware.

Person I spoke to, manager, was most unhelpful & simply kept saying, "at least you now know where you stand".

I advised that if I haven't agreed to these T's & C's then I couldn't be bound by them.

I was advised they were contained in the booking form. I found this on the website after being told about it, and it requires to be signed and returned.

I advised, not only did we not sign to accept the terms, we never even received the form.

I requested I be sent a signed copy of our form showing my acceptance, but this is where my emails, calls and all other forms of communication are being ignored.

Can someone please please offer advice to help as its a lot of money & im really struggling to make progress?

Thanks

JJM26

glentoran99

Claim on your travel insurance

tamiami

Aren't most deposits non refundable? Claim on your travel insurance.

JJM26

Thanks. Keyword being "most" but your always made aware.

We hadn't taken insurance out yet as we weren't due to be going for another few months.

This booking was for accommodation only and was direct with the property company themselves.

richardw

When was the booking for?

Btw http://www.telegraph.co.uk/travel/advice/Thomson-case-could-spell-end-of-unfair-holiday-cancellation-charges/

peachyprice

Even if OP had insurance, depending on the circumstances, they may not have paid out anyway.

OP, in future you need to take out insurance the second you part with money, not at some point nearer departure. Once you have insurance you're covered for cancellation from the day you take out the policy right up to the day of departure. Could be an expensive lesson learned.

Is the property in the UK? Sounds like this is a consumer rights problem rather than a travel problem. It might be worth posting this on the Consumer Rights forum, as I'm sure you are correct, they can't bind you to T&C's you've never seen and they also can't keep your deposit if they re-let your dates.

novelty-socks

I would imagine 90%+ of deposits in this sort of case are non-refundable. Your travel insurance may cover it, if you have any (I can understand how you might not — in which case, my sympathies). You might have to chalk this one down to experience.

glentoran99

JJM26 wrote: »

Thanks. Keyword being "most" but your always made aware.

We hadn't taken insurance out yet as we weren't due to be going for another few months.

This booking was for accommodation only and was direct with the property company themselves.

Insurance should be taken out when booking though

glentoran99

JJM26 wrote: »

Thanks. Keyword being "most" but your always made aware.

We hadn't taken insurance out yet as we weren't due to be going for another few months.

This booking was for accommodation only and was direct with the property company themselves.

If a deposit is refundable whats the point in it?

JJM26

Thanks,

Yes it is in the UK.

I never knew about re-letting the dates. I'll look into it more & repost as you advise.

More frustrating is lack on communication.

FBaby

When was the holiday due to take place? I would never booked anywhere where you have to pay 30% deposit many months in advance. The whole point of booking long in advance is that you pay as little a deposit as possible in case you need to cancel closer to the time. Saying that, it is only £66 per person, so not as horrifying as it looks.