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

Snarf999

If they were converted into hotels.com vouchers then I believe they're the ones who are responsible. But however they claim they should be converted back to Tesco vouchers. I've raised it with Tesco corporate who are going to discuss it.

Vickiem

Tesco’s told me that they realised hotels were doing this so refunded vouchers - said they were taking it back over - but this took me months of escalating, chasing them refusing to shop with them 

Snarf999

Just an update (a month and a half on). Tesco have now refunded me 5000 points, but it took a lot of messages via Twitter (and 2 months of asking!).

suwinter

I have a similar problem. Easy jet have cancelled our flights to Malta. I part-paid for the hotel using £270 of Tesco travel tokens. I can’t transfer the vouchers to another date and even though the hotel is fully refundable, I’m being told that I can’t have the voucher amount either as another travel voucher or even a credit note. This is my first and last booking with Hotels.com!
Hotels.com say it’s Tesco’s Ts and Cs; Tesco say they can’t refund as they have already paid the money to Hotels. Com. 

So it seems that Hotels.com have all our collective money and are not paying the hotels a penny of it! Nice work if you can get it.
i have been passed from pillar to post and am getting nowhere with Tesco. A Tesco agent said that Hotel.com insisted on a no refunds, no changes clause before they would sign up to Clubcard vouchers. I’m amazed that Tesco Clubcard agreed to such an anti-customer term. It’s not like any of us have changed our minds.

nickoi

I booked a hotel in Seattle, USA for mid June 2021 in Feb 2021 and have just had to cancel it as our flights have been cancelled and you still can't visit USA. I used £90 worth of Clubcard vouchers (worth £270 at Hotels.com) plus £183 on a credit card.

I called the 02030279500 number and left my phone number for a call-back when I reached the front of the queue (there was a 1hr wait to get through). After around an hour I got the call and then was put through to an American lady called Laura who, after checking with her superiors, was able to cancel the hotel, give me a refund for the £183 and also will send me a replacement hotels.com clubcard voucher code within 10 days because we physically aren't allowed to get there due to the Covid restrictions.

I don't know why my experience was easier. Perhaps I was transferred to the USA team for hotels.com because it was an American stay and they are really good?

I will wait until I actually get the replacement voucher before putting this on Trust Pilot, but so far so good...

Thrugelmir

nickoi said:

I booked a hotel in Seattle, USA for mid June 2021 in Feb 2021 and have just had to cancel it as our flights have been cancelled and you still can't visit USA.

That was optimistic planning. 

nickoi

Well it took 2 months and a few calls and emails but I did get my Tesco Clubcard voucher back!

Turns out not as easy as it originally seemed but at least it is sorted now. If you are in a similar situation and couldn't fly to the country due to Covid travel restrictions then keep fighting!