Cottages.com Update and Refund

[Deleted User]

I just thought I would update you with my experience of cottages.com for anybody who has upcoming holidays booked with them.     Like many I was panicking when I first came onto this site, asking for advice.   After reading and listening, I decided to stop trying to contact anyone and to wait and see what happened.    Initially I believe there was confusion about whether you had to accept vouchers, rebook etc and then sometime into lockdown there was word that cottages.com would agree to refunds?.

I did nothing until my date of travel had passed and then I logged onto 'My Account' where there was a section which asked me to confirm if I wanted to rebook, a voucher or a refund.   I opted for a refund as it is too complicated for me to rebook the same just now (long story which is irrelevant)   So I pressed refund and then thought oh well, I had paid it anyway I won't worry about how long it might take.    Blow me, today it is in my bank account!     Totally amazed.

So my advice now is to not panic.  If your holiday date hasn't arrived don't spend hours on the phone trying to talk to people or send endless emails.  Just check your booking account when it has passed.   I am thinking other affiliated companies will be much the same.

Thank you all for your help and advice especially @Life goes on - although need to sort my daughter's holiday out now with Love Holidays so may still be annoying you with my questions!   

Thrugelmir

All the brands under the Vacation Rentals umbrella have earlier this week bowed to pressure from the CMA following an investigation. . 

CatherineLouise59

Hi, We had a booking with cottages.com for April 20. At the point they were not offering refunds we accepted the e-voucher and have re-booked with their price match promise for same dates 2021. Now they are offering refunds does anyone know if I will be able to claim ? 

[Deleted User]

Unfortunately I think the answer is no Catherine as you have accepted their offer.   In effect you just have a completely new booking.    Somebody else was asking this somewhere (bit vague because I don't know where it is) but the answer was the same.   The only way you would know for sure is if you tested it in a court case but in all honesty I don't think you would be successful.   It would only be on the grounds that they didn't advise you, you could have had a refund and at the time they weren't offering refunds.  It was only after CMA intervention.   Perhaps you could contact them to see what they feel about retrospective refunds?    But if not, am sure you will have a fabulous time next year and I am actually thinking of booking again with cottages.com when the country is up and running again. 

Life__Goes__On

CatherineLouise59 said:

Hi, We had a booking with cottages.com for April 20. At the point they were not offering refunds we accepted the e-voucher and have re-booked with their price match promise for same dates 2021. Now they are offering refunds does anyone know if I will be able to claim ? 

If you can prove they should have offered you a cash refund then you would have grounds for a cash refund but might be a battle.

If company A states you aren't entitle to a cash refund only rebooking then it turns out to be a false statement then you  get the rebooking voided.
This is under the "misrepresentation"  rule

https://uk.practicallaw.thomsonreuters.com/9-107-6848?transitionType=Default&contextData=(sc.Default)&firstPage=true&bhcp=1

An untrue statement of fact or law made by Party A (or its agent) to Party B, which induces Party B to enter a contract with Party A thereby causing Party B loss. An action for misrepresentation can be brought in respect of a misrepresentation of fact or law.

Your loss would be a cash refund,  that you only didn't get because A made an untrue statement.

CatherineLouise59

Thank You for your response Life_Goes_On 

CatherineLouise59

Thank You Tedber. As you say it was only after CMA intervention that they offered refunds. I had  re booked by then in order to get the price match offered, as some were claiming it was hard to get this offer, with 2021 dates being booked, and therefore having to pay additional monies. As you say hopefully next year will be ok. Thank You for your help, Stay Safe,