Hotel cancelled booking made with Clubcard vouchers - who do I ask for refund? Tesco or Hotels.com?

ChasingtheWelshdream

Good evening, hope you are all safe and well. 
I am aware there is a similar thread here and wondered if anyone had any updates or could direct me as to where best to start looking?

We made a booking through Hotels.com for Easter weekend, via Clubcard vouchers and therefore only paid the tax (with debit card). The hotel have contacted me direct to say they are closing for at least 3 months and I should contact Expedia for a refund. However, the booking is still showing as valid on my account. I have the option of cancelling online, but as this was a non-refundable reservation, if I do this myself I believe I could fall foul of the rules and forfeit any refund - rather than wait for them to cancel.

We had saved up vouchers for many, many months to afford this weekend away, and although not going doesn't bother me, I would really like to have the vouchers/tax returned so we can use for something else. I think some of the original older vouchers may have expired now, which may complicate things.

I am unable to reach Hotels/Expedia either by email, webchat or phone (they won't speak unless travel is within 72 hours). Tesco have removed Hotels.com from their voucher scheme and are unable to reply to emails. 

Could anyone advise as to who I should be contacting in the first instance for help? Tesco or Expedia? I realise everyone is busy, but as I am also juggling working from home with childcare/home educating, there is only so long I can be hanging on a phone for, so I'd rather ring the right people at the outset. 

Many thanks in advance

lw1537

We have a booking on 31st May and I managed to get in touch with Tesco via whatsapp on 0800 917 7403 - it took me a few days but they did reply.

This is what they advised me:
If your hotels.com booking is cancelled, please send us confirmation and we can refund the vouchers.

ChasingtheWelshdream

lw1537 said:

We have a booking on 31st May and I managed to get in touch with Tesco via whatsapp on 0800 917 7403 - it took me a few days but they did reply.

This is what they advised me:
If your hotels.com booking is cancelled, please send us confirmation and we can refund the vouchers.

Thank you, that's really helpful! I'll definitely give this ago. :-) Did you get prior confirmation from Hotels.com that your booking was cancelled? (I don't have this yet, just the email direct from the hotel). And did you get the tax refunded?


Thanks again

lw1537

It's not been cancelled yet sadly it was more of a pre emptive strike on my end! I would suggest asking Tesco but have a feeling they will want the Hotels.com cancellation

ChasingtheWelshdream

I just thought I'd update this thread. I received an email from Hotels.com asking if I would like to cancel or keep the booking. As we were due to be travelling today, I rang them and got straight through. They cancelled the booking, refunded the tax and gave me a number to call Tesco. Tesco then cancelled the order and have refunded the points, ready to be converted into vouchers. In total, I only spent 15 minutes on the phone, so really good service

Hope that helps anyone else. :-)

Aylesbury_Duck

Cheers for the update. That's good service by both companies. 

kezzygirl

Can I ask the number you used for tesco please?

retireetobe

0808 100 0707* or 0330 123 0707**
I used the 0330 one as I rang from my mobile. The automatic system asked for the long Clubcard number so have that handy. Phone answered promptly, the lady (after completing security) said that according to their records we had taken the holiday (very unlikely as it was booked for 30th March!) and that she would pass the details to her manager and the points would be re-credited to our Tesco account within 48 hours with a new three year use-by period. Assuming it happens as described that will be great. I think that if I'd not rung though, the points would NOT have been given back automatically.

retireetobe

Should have added - she didn't ask for verification that the hotel had cancelled our booking, although I do have the email from them if needed. She said her manager would confirm it with Hotels.com

jac1970stone

Thank you for this thread - I have a very similar circumstance - saved up for months for £300 worth of vouchers for a weekend away with my son.  Did get through to hotels.com (after days and many hours of trying) and they basically wouldn’t help at all. Even though the rooms had been cancelled they said they would not refund the voucher or give you a credit voucher against a future stay. They only refunded the taxes/fees/last bit of payment. I did ask to speak to a manager who promised to call me back within two hours - nothing heard (a week now has passed), and their website even states that if you didn’t have cancellation cover (we did) then you would get a credit voucher for a later date! I said I am not asking for the cash just a voucher would be fine (being reasonable I thought) but still no go. Have not been able to get through to Tesco and will then have to try them this week although appreciate their priority is feeding the nation! I did say to hotels.com that we do a lot of travel - my partner and I spent 22 weekends away last year due to work etc and used hotels.com as my go to - but that now changes. I do believe people will review purchasing channels dependent on how they have been treated through this. I certainly will be! 

(Thankfully have has a refund from Jet2 for a holiday and all others have been good - well apart from Velo Essex who are just thieves! Won’t do one of their rides ever again either...!) 

pavlovs_dog

hilton cancelled our booking made with Tesco vouchers.  I contacted them via their whatsapp service and received a full refund of points a few days later.  It took about 30 hours for the to respond to my initial message, but service was very swift from that point on.