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

Vickiem

has any has anyone had a refund yet ? Mine was canx in may - got told would get vouchers back by 13 August - this hasn’t happened so hotels .com have said they will escalate and will have to wait another 30 days - complete joke - I have WhatsApp Tesco’s who said will fill a form in - only want to move it to next year 

portchieboy

I have been assured that my vouchers will be refunded 1 month after the stay date. I have that printed off, so presumably can hold that against Hotels.com if they do not appear? Wish I was a lawyer, and could write the correct letter!

Vickiem

I have have had that promise a few times - now waiting as it’s been escalated have to wait another month / they just don’t want to pay up 

shift123

I cancelled the booking made on 31/08 today. I called Tesco to check regarding refund for vouchers used for this booking. THey said Hotels.com should offer you gift voucher or refund. Called Hotels.com, they said you need to contact Tesco as they haven't recieved any vouchers as the booking was cancelled. I whats apped Tesco to escalate the matter but recived response they cant do any thing. Do I need to contact the hotel that I had booked for vouchers? Don't know....

Vickiem

apparently hotels .com should refund as redeemed the vouchers - but mine has been going to and through since may then hotels Said today I had canx so not entitled to a refund - I did point out we could not travel and there is a pandemic on and check what is happening around the world 🤔- it’s a joke and both Tesco and hotels are passing the buck and offering appalling customer service 

Vickiem

And even more of a joke - my friend who booked exactly the same as me Tesco’s have refunded her vouchers - their response ‘hers were not as many as yours hotels .com need to refund them’ hotels .com are saying tescos have to - I am now shopping at Sainsbury’s - never going to get these back 

Vickiem

just to let you know Tesco’s have put my points back in my clubcard account - apparently it’s now not down to hotels .con!

Snarf999

I have the same problem. Mistake on hotels.com website allowed me to book a room that wasn't available. Hotel phoned me and said they couldn't honour it, hotels.com admitted the issue and refunded the small amount I paid in cash but said I needed to wait 30 days for the voucher refund. 30 days is up, hotels.com saying email about refund should happen any time now, but Tesco are saying they absolutely do not refund hotels.com vouchers no matter whose fault it was. Should I keep on at hotels.com or should I head back to Tesco? I contacted them via Twitter and got a somewhat rude response (after all it was their fault not ours!). It basically amounts to something like £65 of vouchers.

[Deleted User]

Well as Tesco have made it clear and hotels.com were the ones who made the mistake, I would say hotels.com should offer you a £65 credit?    If they refuse, you don’t have many options available. Not worth the effort of legal action. Well not imo.  Annoying agreed but you aren’t actually out of pocket as such 🤔

Snarf999

I think hotels.com are making it deliberately hard to get any sort of refund (one agent on chat just hung up after keeping me on hold for 30 mins and I've been on hold on the phone now for about 20 mins).