Holiday booked with Tesco Clubcard Vouchers and unable to go now due to Coronavirus

AHG1971

I have a holiday booked at the end of April with Hotels.com and paid using Tesco vouchers and am now unable to travel due to Coronavirus, although they are offering refunds I can’t find anything on their website  to say what happens if paid using a voucher and can’t get through to them to ask. Just wondering if anyone else is experiencing this and has managed to find out their stance, Many thanks

Aylesbury_Duck

As I understand it, they will refund using the same method as payment. If they can't unwind the Tesco vouchers they may offer you hotel.com vouchers to the value of your stay. 

stuckathome

HI Aylesbury_Duck - that sounds reassuring. May I ask where this information came from as I cannot find anything relevant on either Tesco's website nor Hotels.com?

Sparklyb195

Hi I hope you managed to get this resolved @stuckathome I have a similar issue with a hotel booking that I partially paid for in clubcard vouchers.  Hotels say I cannot get the voucher back or reuse it after I cancel my trip (which I have to cancel as hotel is closed) and to contact Tesco.  I've not tried this as yet as I need to phone them. Were either company able to help you out with getting your vouchers back?  The FAQ link on the Tesco website that would appear to cover this is broken - thanks

Angela2503

I have been trying to contact Tesco since March when my hotel booked using £225 of Hotel.com vouchers had to be cancelled.  Hotel.com say it was a one time code and I need to contact Tesco but they are returning emails unanswered and when you call they are Dayton that you should only call of urgent. Any suggestions? 

Thanks 

Sparklyb195

Hi @Angela2503 I called Tesco today & stayed on line - they answered after a couple of minutes.   I'm not really sure what could be that urgent in relation to Clubcard so assume they are just trying to minimise call volumes.  They said they would refund the points to my account in 7 days so it doesn't even appear I'd need to use them with Hotels.com again.   If they won't answer emails & don't cover the scenario on their website FAQ's what are you expected to do other than phone?  Hope you get the same result.

Birstallite

I had two hotels booked using Clubcard vouchers as part payment. Both hotels have cancelled. I contacted Hotels.com via their live chat and they said that Tesco would refund the vouchers. I contacted Tesco and they said that they had a new directive and Hotels.com were responsible. Has anyone had a refund from either in the last few days?

stuckathome

Yes - I spoke to Tesco on the phone and they described that this is usually Hotels.com responsibility but in current circumstances would refund the points, which they did within a couple of days. Impressed by Tesco Customer Service in these tricky times.