Champneys - Not refunding a refundable booking

alisonmb7

(Edited with more info) I booked a treat for my post GCSE daughter at a spa in July. I had to pay it all in advance and checked what the cancellation conditions were at the time (more than 30 days before I get a full refund else it is £100pp) - it was all so opaque - if I'd paid the premium rate number to book over the phone I'd just be down £200 rather than the full amount. I've emailed them to see what the situation is and they're now telling me in their terms and conditions they have exceptional circumstances and they aren't giving refunds. Now I'd rather not cancel but in all likelihood no one will be allowed in a hotel at the beginning of July. They say they'll change the date of the booking but if we don't want that or can't find a date don't they have to give me my money back?  Now had an email saying the terms are... In exceptional/necessary circumstances the company reserves the right to offer an alternative resort as a destination, date of stay or cancel reservation(s) with full refund to the payee.  Which to me implies that I can have one of those of my choosing - not imposed on me by the hotel.  How is it that some people with the same booking dates are only losing £200?

Aylesbury_Duck

If the terms you agreed to allow for free cancellations this far ahead, they can't unilaterally change those terms.  Simply inform them in writing that as per the terms of your booking, you wish to cancel and receive a full refund.
If you don't cancel and if they then aren't able to open on the dates you booked, you are entitled to a refund.
If they are open and you choose not to attend, you aren't entitled to a refund.

alisonmb7

Thanks, but they are saying that they aren't giving refunds at this time. I could understand their force majeure argument if it was non refundable, that through no fault of theirs they have not been able to provide the service, but this cancellation clause is my choice surely? I did email them again today with clearer questions and they haven't immediately replied with their fob off email, so we will see.

Aylesbury_Duck

Depends how far you want to push it, but you're entitled to hold them to the original contract terms.  If you paid by credit card that may provide a route to lever a refund from them.  The alternative is a letter before action and small claims court, but that will take months to enact, possibly not even this year.

alisonmb7

Thanks for that - I really would like to go, although their inability to answer my questions is really making lose all faith in them.