UK lodge refusing refund

Michaela2018

Hi. Hoping someone can help me. I see a lot about refunds on the travel industry but I need some asaistance on UK holidays. I was due to go to a lodge in Scotland on the 15th April, which in the throws of the strict lockdown couldnt happen. The holiday lodge are refusing me a refund and are only offering a voucher which is not practical for me. Their Ts &Cs state in the event they have to cancel we will be fully refunded. However they are stating they didnt cancel the government did so they are not liable. Nothing in their Ts&Cs about extrodinary circumstances or anything like that so im unsure where I stand. Can anyone assist?
Thankyou
Michaela

Life__Goes__On

Michaela2018 said:

Hi. Hoping someone can help me. I see a lot about refunds on the travel industry but I need some asaistance on UK holidays. I was due to go to a lodge in Scotland on the 15th April, which in the throws of the strict lockdown couldnt happen. The holiday lodge are refusing me a refund and are only offering a voucher which is not practical for me. Their Ts &Cs state in the event they have to cancel we will be fully refunded. However they are stating they didnt cancel the government did so they are not liable. Nothing in their Ts&Cs about extrodinary circumstances or anything like that so im unsure where I stand. Can anyone assist?
Thankyou
Michaela

You are due a refund as they couldn't provide the service you paid for.

Vegastare

They were unable to provide the accomodation and the service - I think they are trying it on.  Yes they could say extrodinary circumstances.....but this could be a burst water main, a storm and tree landing on lodge.  Did you pay any part of this by credit card.

Michaela2018

Vegastare said:

They were unable to provide the accomodation and the service - I think they are trying it on.  Yes they could say extrodinary circumstances.....but this could be a burst water main, a storm and tree landing on lodge.  Did you pay any part of this by credit card.

Yes I did so I can go down that route. It just threw me when they are saying tje didnt cancel neither so its stalemate. I appreciate that they are a very small business but I do need my money back. Thankyou both for the response I knew I was in the right

DMHReaper72

I am about to encounter a similar test with Holidaycottages.co.uk
Scenario:

I have a holiday booked for 7 days starting 11 July. It is at a holiday home in Devon.

It will be my family (4), My two brothers families (4 each family), and my mum and dad.

We are going because its my parents 50th wedding anniversary this August and they did not want a party the only place we could find to fit us all was this place for the July date.

We have all paid a deposit (£457 *3 families of four) + £228 for my parents
The balance is due 22 days before we are due to arrive.

I think the likelihood of this being a non starter is quite high.

Where do you think I would stand with regard to a full refund.

We dont want to rebook as it is for a once in a lifetime event, nor do we want vouchers.

We did take out their holiday insurance but the wording does not seem to make clear if this kind of occurrence is covered or not.

Life__Goes__On

DMHReaper72 said:

I am about to encounter a similar test with Holidaycottages.co.uk
Scenario:

I have a holiday booked for 7 days starting 11 July. It is at a holiday home in Devon.

It will be my family (4), My two brothers families (4 each family), and my mum and dad.

We are going because its my parents 50th wedding anniversary this August and they did not want a party the only place we could find to fit us all was this place for the July date.

We have all paid a deposit (£457 *3 families of four) + £228 for my parents
The balance is due 22 days before we are due to arrive.

I think the likelihood of this being a non starter is quite high.

Where do you think I would stand with regard to a full refund.

We dont want to rebook as it is for a once in a lifetime event, nor do we want vouchers.

We did take out their holiday insurance but the wording does not seem to make clear if this kind of occurrence is covered or not.

What you are entitled to will depend on what the rules are on the 11th July.

Vegastare

I agree - I think the industry thinks it has the green light for 4th July.....but it was not written in stone....or am I missing something.

sheramber

 If  coming out of lockdown follows the roadmap then things will be open from4 July in England. 

DMHReaper72

It seems a lot of companies are not being entirely customer orientated.

Thankfully the one I used is the only one listed in this article that has avoided sneaky terms & conditions.

https://www.which.co.uk/news/2020/05/coronavirus-are-holiday-letting-companies-using-unfair-terms-to-deny-refunds/

https://www.bournemouthecho.co.uk/news/national/uk_today/18506608.next-uk-lockdown-review-rules-lifted/

DMHReaper72

I have finally had a message from https://www.holidaycottages.co.uk/ advising me that if our party of four families cannot go because of government guidance, then they would like us to look at deferring the holiday to another date.

As the holiday was a weeks break to celebrate a 50th wedding anniversary, it makes no sense to reschedule it.

We have paid a deposit but as yet not the balance as they told us we didnt have to.

I have advised them, if we cannot go we would like a refund.

Are we within our rights to request a refund of our deposit (approx £1500) in cash?

[Deleted User]

DMHReaper72 said:

I have finally had a message from https://www.holidaycottages.co.uk/ advising me that if our party of four families cannot go because of government guidance, then they would like us to look at deferring the holiday to another date.

As the holiday was a weeks break to celebrate a 50th wedding anniversary, it makes no sense to reschedule it.

We have paid a deposit but as yet not the balance as they told us we didnt have to.

I have advised them, if we cannot go we would like a refund.

Are we within our rights to request a refund of our deposit (approx £1500) in cash?

I think this depends on when the holiday date is, where you are going and  if it is not available on the date you are due to travel.   If it is not open/available then you can request a refund.   IF, it is still in the 'unsure' stage then you would have to wait until nearer the time.   You are being given the opportunity to rearrange now so am assuming it is very close to your departure date?   If you don't want to rebook, then do nothing, hold on until the date arrives.   But by same token if given the green light and the accommodation is open then you will have to pay the balance and go or forefit the deposit.