Hotel has burnt down- how to I get my money back?

Madparrot

** update **The hotel has incredibly quickly updated their website to cover refunds/ credits etc. Considering the circumstances they have done fantastically well to respond so quickly. Thank you to those who responded, especially *j* who spotted the site update, **

We are booked to stay a few nights in Australia in December, at Binna Burra lodge in Queensland. Unfortunately the current bushfires have burnt this very special place to the ground. We only found out by accident today when looking at a bbc website. We are currently looking for alternative accommodation whilst we work out how to get any/all of our money back. Paid in full for half board, and one taxi fare.

We have contacted the hotel but appreciate that firstly, this has only just happened, so it is going to take them a while to sort stuff out, and secondly they will have guests booked far sooner than us, and weddings etc that they will be working on as a priority. We are trying to understand what we can do to get some money back. Their cancellation policy states there is no refund For those booked with early bird, presumably that applies if we want to cancel not because they are unable to provide a service.

We booked it independently and can’t fathom from our insurance policy if it is covered, but will be calling them later today.

Finally we have called Halifax as we booked it all through our MasterCard with them and they have told us that they were non committal.

Are we doing the right thing, in the right order? Is there anything else we should be doing? Do we have to wait until the date of the holiday has passed before we can make a claim that the service wasn’t supplied?

Thank you for any guidance.

Vegastare

Phone Citizen Advice Consumer Rights 03454 04 05 06 . I understood that a purchase via credit that was not provided - or full filled was under the Consumers Right Act was claimable back from Credit Company.

Further more if you pay for your deposit ie of holiday booking and then pay the final payment via debit card, because the first part of transaction was by credit card you where still covered. I was told this by my bank.

*j*

Their website now gives options to request a donation, credit or refund.


https://www.binnaburralodge.com.au/

Madparrot

Wow thank you *j*, very hot off the press, that wasn’t there when we last looked at their website last night . Thank you so much 👍👌

MEM62

I think you should contact the hotel and give them a chance to respond. It may well be that they will arrange alternative accommodation for you or offer a refund.

Not much point in involving CC companies etc until you know where you stand.

Madparrot

They are already on the case, *j* found they have already updated their website to deal with booked clients. Excellent customer service under the circumstances 👍