Hotel shut, company refusing to refund package.

moh05213

We booked a package holiday to Turkey for August this year. Paid by credit card. 
The flights are still operational but the hotel resort we were going to is closed until October. This is despite the package holiday operator telling us that the resort was open. We discovered the hotel was closed after contacting them directly. 
Upon contacting the tour operator today, they have told us that they can only refund the hotel but not the flights as it would be 'coming out of their pocket'. 
In a different phone call to them, the woman who answered told me that it definitely wasn't a package, because they don't sell packages, so they aren't liable. 
The company is halalbookings.com, also known as halalholidaypackages.com. I made sure at the time of booking that we had emails confirming that it was a package including flights, transfers and fully inclusive accommodation. 
We have contacted both airlines (Easyjet and Sun Express) and both have said the flights are non-refundable, as we expected. 

We did have yearly travel insurance at the time of booking, but that just finished this week, so we can't claim on that. 
The tour operator have offered us a different hotel, but as our DD1 is working in the NHS now throughout the summer (she was a student and was asked to contract in), and we don't want to go to the other hotel, we want a refund. 
Where do we stand as far as claiming a refund on the basis of significant change to the package? 
I have contacted Barclaycard and filled in the appropriate form to claim through them. 

moh05213

BTW, I'm not a new user on MSE. I've been a regular poster for years, but despite having reset my password and being able to sign in, I haven't been able to see the 'new discussion' button or 'reply' button. Does anyone know where I'm going wrong? I had to get my DH to register today to be able to post the question. 

macman

Browser issue probably.Update, or try a different one.

eskbanker

moh05213 said:

The tour operator have offered us a different hotel, but as our DD1 is working in the NHS now throughout the summer (she was a student and was asked to contract in), and we don't want to go to the other hotel, we want a refund. 
Where do we stand as far as claiming a refund on the basis of significant change to the package?

The package status should be dictated by the ATOL certificate issued with your booking.

Whether or not a hotel change can be deemed significant is a bit of a grey area, read up on threads such as https://forums.moneysavingexpert.com/discussion/6166140/do-i-have-to-accept-alternative-accommodation/p1

moh05213

We didn't get the certificate at the time of booking, well, not that we can find in our emails anyway. Just all the emails which say that it is ATOL covered and we know that the company is registered. Will check out the linked thread. Thank you.