CHAMPNEYS.....REFUND??

zosam

Good afternoon,

Hoping you are well.

A friend booked an overnight stay for 2 at a very well known spa (Champneys) for April 2020. Due to the coronavirus we are unable to go.

They have emailed stating that the booking is being put on hold for 12 months and have refused to provide a full refund when requested. She has also booked and paid for a treatment costing £135 and they are refusing to refund that too.

What are my friends consumer rights please?

Thank you

TheAble

Have a read through of the booking terms and conditions in the first instance. Should be on the paperwork.

zosam

Champneys do not provide those terms, even when requested!! On their website they state due to coronavirus they will not issue refunds., My friend is not the only one, on uk trust pilot there are other people complaining.

Please can someone help
Thanks 

Mrsn

Without knowing the terms and conditions we cannot help. I suspect they might say something along the lines of no refunds owing to circumstances beyond their control which clearly this is.

When buying the package was on a non refundable basis?

7Phil

Is the spa shut? I would assume so. In that case they aren't able to fulfil their agreement with you and you would be entitled to a refund. I'm not sure how long that is going to take though, or what hoops you need to jump through to get it.
They probably have a lot of people seeking refunds and the harsh reality is that if the business does not have the cash to issue refunds then you won't be seeing it any time soon.

If they are still open and you are not able to go for other reasons relating the coronavirus then you are not entitled to a refund and, depending on your T&Cs, then you would be lucky to be able to transfer the full value to a future date.

Your best bet might be to hold off and wait until it is reopened and use the voucher then.

Mirib72

They are point blank refusing a refund even tho it is illegal. Complete the attached form. The more people do it the more chance the government will take action. Spread the word. Let's make their life hell - they don't deserve clients!!!
www.coronavirus-business-complaint.service.gov.uk/

daveyjp

zosam said:

Good afternoon,

Hoping you are well.

A friend booked an overnight stay for 2 at a very well known spa (Champneys) for April 2020. Due to the coronavirus we are unable to go.

They have emailed stating that the booking is being put on hold for 12 months and have refused to provide a full refund when requested. She has also booked and paid for a treatment costing £135 and they are refusing to refund that too.

What are my friends consumer rights please?

Thank you

The rights are she is entitled to a full refund as the company cannot honour the contract.

I appreciate the hotel will be trying to save as much money as possible, but that isn't the law.  If they want to tempt people not to request refunds at least offer an enhanced package!  If the hotel didn't buy insurance for this situation it isn't down to the customer to cover losses.

A few years ago we booked a holiday and three days before we went the hotel had a serious fire.  The hotel was obviously closed, but there was never any question of us not being given a refund.  Within 24 hours we had had a call and within 48 the money was refunded.

If they still refuse you may have to threaten legal action through small claims court.

unholyangel

If you paid by card then do either a chargeback or a section 75 claim. 

If it was credit card and the individual item cost is more than £100, section 75.
If it was debit card or the individual item cost was less than £100, chargeback. 

Individual item cost means the commercial unit you purchased. So if you purchased a "couples" retreat, which had just 1 price for 2 people then that is the individual item cost. If you purchased a spa retreat but the quantity was 2, then it would be the price per person.

It being outwirth their control just means they wouldn't be liable for losses incurred by their breach. It doesn't mean they can keep the money you agreed to provide when they aren't giving you the services they agreed to provide. 

JacsPayne

Latest reply

Our privacy policy team will certainly respond to you prior to 1st August with regards to your Subject Access Request.

A refund has not been authorised and your booking has been placed onto a voucher. The decision to offer these vouchers has come from our Director Team and will not change.

Please do not hesitate to get in touch if you would like to place a booking

unholyangel

JacsPayne said:

Latest reply

Our privacy policy team will certainly respond to you prior to 1st August with regards to your Subject Access Request.

A refund has not been authorised and your booking has been placed onto a voucher. The decision to offer these vouchers has come from our Director Team and will not change.

Please do not hesitate to get in touch if you would like to place a booking

Are you the OP?