Holiday advice - deposit and hotel booking

m0t

Before the coronavirus crisis kicked off I booked a holiday through BA to Italy for the middle of May, at this point it looks very unlikely to go ahead.

So far I've paid a deposit and the remaining balance is due this week.

BA are offering vouchers to the value of amounts paid but have said my hotel is non-changeable so not eligible, which seems mad to me. I had no idea it was non-changeable when I booked it.

If we get to the flight date and I've paid the full price and it's all cancelled will I get all my money back?

I'm trying to work out if it is better to pay the full holiday and risk the £800 on the hotel or just write the £300 deposit off now.

I've got travel insurance that was bought in early January so covers covid if that makes a difference.

vanquish1982

Earlier this year, well before the virus outbreak, we booked a cottage through Sykes Cottage in the Lake District. We paid a deposit of £30.00 and were all set for the six of us to start our holiday on 5th June 2020. However, the virus came and we were hit with one thing after another.
I am a nurse in the NHS and as a result of the pandemic I am engaged in front line nursing and as such unable to book any leave for the foreseeable future due to the extra ordinary circumstances that we presently see. 

The second member of our party, my daughter, also employed in the NHS, faces the same restrictions with the added issue of having to self quarantine for three months due to underlying heath issues.

The third member of our party, my husband is employed by the police service and is now under the same sort of restrictions in relation to leave as is the fourth member of our party, my son, who is a key worker in the telecommunications industry.

The fifth member of our party, my sons girlfriend is also employed by the NHS at the local children's hospital and as the virus situation intensifies over the coming months will be transferring to a crucial role in dealing with the pandemic. She also faces the same leave restrictions.

The final member of our party is my eldest son who resides in the Austrian Alps. The district in which he resides is in total lock-down added to which he has been laid of work and as a result is now financially reliant on us his parents and he has been told that there is no hope of any travel by air from Austria in the foreseeable future.
As a result we had no option but to cancel our holiday and outlined all of the above circumstances to Sykes. Their response....an automated email stating they had taken the remainder of our deposit of £280.00. When you read through all of their small print, sure enough, hidden away was a clause that if you cancel you still have to pay the rest of the deposit. I'm sure we are not the only ones caught out by this but these are extraordinary times and it is quite clear that whilst the country suffers, this company is going to make a mint. So if you have booked with them and have had to cancel through no fault of your own be prepared to stil have to pay.

Westin

@m0t:
Did you book with British Airways Holidays as a package or flight+hotel, or book with British Airways and just added a hotel on later?

British Airways Holidays seem to be currently doing the right thing and are refunding customers if holidays are being cancelled.  On this basis I would personally continue with the balance payment so that the deposit payment is not lost.  If/when the holiday s cancelled you would (based on current actions by British Airways Holidays) be offered either a credit and rebooking option, or a refund.

Westin

@vanquish1982:
Firstly, thank you and your family for all the great efforts and work you are doing for us at the moment.

I would like to think that Sykes Cottages will review your circumstances and make sure you are not at any loss for your holiday.  You mention just receiving an automated email for now. Quite possibly they just haven’t seen your email and circumstances but once a human can read the email they will I would hope ensure a suitable resolution is found.  It might just be a while before this happens given office closures and stay at home policies. 

Please give them them a chance. Try not to worry about it at this time.  If ultimately they are unsympathetic then please return to the thread.  I suspect multiple messages on their social media channels plus a little word with national media might give a supportive stance for our front line emergency workers impacted by circumstances to not be able to go on holiday and being out of pocket from it. @MartinLewisMoneyShowitv1

vanquish1982

Just for your info, Sykes have replied and will not refund the deposit. We have explained to our best the circumstances and our roles in the present climate but they are not just interested. We have pointed out to them that these are never before seen unprecedented times with people doing unprecedented things such as going outside and beyond there rules and regulations.
So it looks like we will, have to put this down to experience and hope that others considering Sykes think twice before doing so in the present climate as they clearly are putting profit before people.
Stay safe everyone.
Pauline,
SEN, RGN, Midwife, Specialist Nurse Practitioner and Lactation Consultant

vanquish1982

Further to my last post, there are now twenty messages on Reviews.IO all complaining of the same thing. Its, horrific reading some of these posts. There are even OAP's on the site complaining of having deposits taken for holidays that they cants take because of the situation with the virus and have as such lost money that they cant afford. Someone really needs to take this company to task.

Westin

@vanquish1982:  In your shoes I would be very tempted to drop a letter or call up to one of the National newspapers.  I would think someone like the Sun or the Daily Mail would salivate over a story like yours and how Sykes wont refund you deposit on a holiday you can not take due to your services in the NHS.
Perhaps consider sending a tweet or message to Piers Morgan at GMB. I would think his would rip them apart.

vanquish1982

Sorry to harp on about this company (Sykes Cottages) but is there anybody out there who can challenge them with some clout. The review site that I have referenced before is growing day by day with awful reviews over the way they are taking peoples money who have no choice but to cancel because of the Corona virus pandemic. 
Pauline