Spa Day refunds

CES_2020

I had a spa day booked for 5 people on the 11th April 2020. However due to the Convid19 virus this venue will now be closed on that date but they are refusing me a full refund.
They will allow a rebooking up to 12months or monetary vouchers to use within the hotel again for 12months.
Is this legal regarding not giving a full refund and do I have to accept the rebooking/vouchers.
I have asked for 50% cash refund and 50% in vouchers as a compromise.
Thanks for any help

nikkibhome

I also had a spa day booked for 3 people" they have informed me that they will retain my money and it will be transferred to a voucher that can be used in the next 12 months. I have asked for a refund, as I would rather have the money back now and rebook when things are back to normal, however they have informed me that it is their business policy. I am concerned as if they go bust then I will be out of pocket.. can they refuse to give me my money back?

bradders1983

If they go bust you can claim it back from your card provider. 

7Phil

1. Was the booking purchased for a specific date or was it purchased as a voucher valid for 12 months and you booked a date with it?
2. Is the spa closed on the date you booked and paid for? (I know OP confirmed this is the case)

If 1 was "specific date" and 2 is a "yes" then by rights you should be due a full refund but I have no clue how long or what you might need to do to guarantee you get it. If the business really digs their heels in you might have to go all the way to a small claims tribunal. That's going to take moooooonths.

If it was originally a voucher, or an online deal or anything else that comes with T&Cs attached then read through those. Good chance they will state that if the business is closed on a booked date your booking can be transferred to a new date within 12 months. Check cancellation conditions too. In this case you probably can't expect anything better than that.

If you really want (or need) the money back as cash I would take the next step by lodging a formal complaint in writing to the business and outline your case. Give them a reasonable deadline to respond (usually 14 days but you might need to expect longer due to COVID-19 situation). Email it in or post it via recorded delivery.
Include the details on how they can refund you and state that you intend to take the matter further if your demand is not met.
Take it from there.

Personally, I would cop it on the chin and hang on to the voucher. It's something to look forward to post lockdown at least. Allowing businesses to hang on to cash at this time might mean the difference between surviving or not. However, I understand everyone's situation is different and getting it back as cash might be absolutely necessary.