Stuck getting a refund!!

shannon27

Hi, I’m really hoping someone can help. We are due to travel to Lanzarote on the 9th August with Love Holidays. However, through other forums we’ve realised the hotel is closed until 30th August. We’ve got an email someone else has been sent stating the hotel is closed for the month of July and there is no current opening date and we know it’s closed till 30th as someone else has rang the hotel and confirmed. Love holidays are refusing to refund us as they can’t get through to the hotel. They are saying if I have seen an email to give it to them as proof but I’m worried this won’t work due to it saying only July. We thought about going through our credit card company but my stepdad paid for it on his credit card and me and my partner paid him back. He is not coming on the holiday but obviously his details are the payment details and our names are booked in. Does anyone know if there is anything I can do? Love holidays were really unhelpful and rude and now I’m just so stuck!!! Thank you 

eskbanker

If you don't have clear evidence that the hotel will be closed then you just need to wait until Loveholidays cancel the holiday, after which they're obliged to refund you.  It's still four weeks away yet and they're snowed under, dealing with customers in something like date order, i.e. at the moment they'll be concentrating on those who were meant to be travelling this week or next....

shannon27

I understand this but unfortunately we’ve seen other people who have been trying to contact the hotel for 5 weeks and not been getting a refund. I totally appreciate how difficult it must be for all travel agents but We know another couple who booked with them to Tenerife and they got there and their hotel was closed and they had nowhere to go. Just a really stressful situation for everyone involved. 

eskbanker

Yes, it's understandable to want clarity but they have to prioritise their customers so you're unlikely to hear until closer to the time unless the hotel notifies LH that they'll definitely be closed - for now, work on the basis that you won't be going (unless you want to go and would accept alternative accommodation) and ensure that it's sorted out with LH in the days leading up to the scheduled departure date if you haven't heard from them before then.

shannon27

Thank you very much for you help. Feel a bit calmer now!!