Hotel charged me for cancelled reservation - can I get my money back?

JohnAndrew

I booked into a hotel in York using their website. The terms and conditions say that I can cancel the booking within 4 days of arrival. I rang them and got no reply, sent an email to the address on the website to cancel - all in good time. A few days prior to the booking half of the total amount was taken from my account. I phoned again and eventually spoke to someone (english not their first language) who said they would let the owner know. As I was in york I called at the hotel several times and no-one was around to ask. They have now taken the rest of the money from my account. I managed to get hold of the owner of the hotel who said he would have a look at his emails - as yet nothing has happened.
Is my money lost? What can I do to get it back?

DoaM

How did you pay? (CC or DC). How much was it?

If they don't respond within a few days, raise a chargeback/Section 75 claim with your card provider to recover the money - use the emails (and the T&Cs) as evidence that you complied with the cancellation procedure.

JohnAndrew

Thanks for the reply - I paid by debit card £170

DoaM

In that case you can raise a chargeback claim via your card provider ... but give the hotel a chance to respond first.

jbryce

I think you want Section 76 of the Payment Services Regulations 2017, which applies to all types of card, on the grounds that they took payment after you withdrew consent.
http://www.legislation.gov.uk/uksi/2017/752/part/7/crossheading/authorisation-of-payment-transactions/made