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Cancelled UK Hotel not offering full refund
KT60
Posts: 3 Newbie
Just heard that the lake district hotel we have booked next month via Travelzoo has closed their doors and have cancelled our non-refundable booking. They say they are unable to offer a full refund as they would be out of pocket due to commissions and HMRC bills. Travelzoo advice was to contact Hotel direct. Paid with credit card and now trying to get hold of Travelzoo. Help!
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Comments
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Are they offering a credit to be used later?0
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They are, but it is not acceptable as we needed to be in the lakes at that specific time...…. also not sure if they will still be in business.0
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They possibly won’t be if they have no income and a big draw on cash.
It’s not ideal at all but hopefully you can see both side and a compromise can be made.
If they are indeed closing up and your room therefore not available for you, a S75 claim ‘may’ be an option but with Travelzoo in the middle it might complicate this. Depends who the merchant was on the payment. Ultimately a chargeback or cc claim will still leave this hotel in a mess.
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My thoughts are that if a Hotel takes a non refundable booking then if they do not honour it the customer should have all their money returned although the hotel owner would disagreeWestin said:They possibly won’t be if they have no income and a big draw on cash.
It’s not ideal at all but hopefully you can see both side and a compromise can be made.
If they are indeed closing up and your room therefore not available for you, a S75 claim ‘may’ be an option but with Travelzoo in the middle it might complicate this. Depends who the merchant was on the payment. Ultimately a chargeback or cc claim will still leave this hotel in a mess.
After all if the OP was ill and wanted to cancel the hotel would not hesitate to say tough luck even if the customer needed that money to buy food and it is the hotels decision to close
I think they have made up the fact that their agents will be charging commission and HMRC will be charging tax on a non existent booking.
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