Hotels.com Clubcard refund Covid

mintymoneysaver

We have a holiday booked in Croatia for August with a hotel booked through hotels.com but using Tesco clubcard reward vouchers to pay a large portion of this. Now, I have no idea how this is going to pan out and we may get there yet, but has anyone had a situation like this already, and what was the outcome? On hotels.com website it says they won't be refunded, but this was £300+ worth, that can't be right surely. Haven't contacted Tesco yet, as it is too far in the future but just looking for evidence of what has happened so far.

nathjones89

Hi, I had five separate bookings using Tesco Clubcard vouchers with Hotels.com which have all been cancelled. I have received the cash part of the payments refunded no problem but am left waiting for £200 worth of Tesco vouchers back. 

I have spent hours on hold/calls with both Tesco and Hotels.com and they tend to point me in the direction of the other company for a voucher reissue... Tesco say that Hotels.com should provide a replacement coupon, Hotels.com say Tesco should reissue the voucher. Neither has happened yet. 

Sometimes Hotels.com seem to change their advice depending on who you talk to, saying a refund for the cash PLUS a coupon for the lost voucher is available but it takes up to 30 days. Some of my bookings were cancelled two months ago so doesn't look to be the case.

sheramber

https://secure.tesco.com/clubcard/hotelscom/uk-009591.prd

- Once you have exchanged your Clubcard points for this partners voucher code, we can't exchange or refund it

mintymoneysaver

nathjones89 said:

Hi, I had five separate bookings using Tesco Clubcard vouchers with Hotels.com which have all been cancelled. I have received the cash part of the payments refunded no problem but am left waiting for £200 worth of Tesco vouchers back. 

I have spent hours on hold/calls with both Tesco and Hotels.com and they tend to point me in the direction of the other company for a voucher reissue... Tesco say that Hotels.com should provide a replacement coupon, Hotels.com say Tesco should reissue the voucher. Neither has happened yet. 

Sometimes Hotels.com seem to change their advice depending on who you talk to, saying a refund for the cash PLUS a coupon for the lost voucher is available but it takes up to 30 days. Some of my bookings were cancelled two months ago so doesn't look to be the case.

I had a feeling that was going to be the case. Thanks for the reply and please update if you hear any more.

mintymoneysaver

sheramber said:

https://secure.tesco.com/clubcard/hotelscom/uk-009591.prd

- Once you have exchanged your Clubcard points for this partners voucher code, we can't exchange or refund it

I understand that in normal circumstances, which is why I think it is probably hotels.com responsibility to somehow communicate with Tesco, or at last give you the value in vouchers back as a credit.