Help - caronavirus hotel refunds, secret escapes not refunding

gill-lou

Hello,

I am sorry if I have not done this correct - it is my first time posting. 

I am looking for some advice please if possible. My partner and I had a two week holiday booked from 30th May 2020 - 12th June 2020. Of course we cannot go due to the restrictions and have been trying to seek a refund.  We booked all of our hotels and flights separately (we were hopping about spain in 4 locations). Some companies have been smoother than others (refunds processed from hotels.com for example) but one agent has refused to refund - namely secret escapes. 

The total purchase with secret escapes was paid on a credit card (post office), it was over £700. We do have travel insurance (booked pre-covid) however I would prefer to avoid this if possible as there are excesses to pay, but would do this as a last resort. I wondered using chargeback or section 75 through the credit card but I have never used this before and unsure if appropriate?

Secret Escapes has said they will change the booking to another date but unfortunately I am a NHS nurse and time off is very tight right now, as well as this my partner works for SSE/Ovo group and they have recently announced redundancies of 2,600 staff so we are very concerned he will be without a job shortly and therefore rebooking is not financially possible for us as we would struggle with our general bills let alone thinking about going on holiday. The hotel is not even open on our dates so could not fulfil the booking even if we could get there, which is of course impossible. 

Thanks in advance any help/advice it is much appreciated. 

Mrsn

Yes S75 via your credit card is an option available to you as the hotel will not be open during the dates you have booked.

Life__Goes__On

A section 75 might not work as you booked via Secret Escapes and  not direct with the hotel, this breaks the link ( it's to do with how the CCA 1974 is drafted)

What should work is a Chargeback,  this is also quicker then a S75

Raise a "Chargeback" against the transaction stating non-supply of service, (using proof of cancellation) also state that you have rejected any vouchers that you are entitled to do under English law (even if you not been offered any). And you reject any change of date.
Normally with a Chargeback the money is returned once it’s processed

Secret Escapes can dispute the Chargeback, but it must supply evidence to the card company.

If Secret Escapes is successful, then the Chargeback is reversed and the money taken back  from your account