Cancelled Champneys spa break

kaffhewitt

I don’t know where to start getting my money back for a 1 spa break I Booked at Champneys for May for me and my mum. 

Obviously we couldn’t go as Champneys was closed and all I’ve had is automated emails saying my booking can be moved to another date etc, with no admin fees. 

We can’t and won’t be able to go on another date as it was literally a one off even for my mums 70th birthday who now feels uneasy about the travel situation due to Covid. Also for health reasons. 

I have contacted Champneys via email as all the phone lines are closed (unless for new bookings) and asked for a refund to which they’ve replied saying they categorically are not offering refunds for breaks cancelled due to Covid. 

I know I’m not the only one on this situation but I just don’t know what to do. 

I know there’s something you can do through your card company but that seems entirely unfair that the bank has to pay for Champneys shortfallings. 

Where do I start? 

[Deleted User]

The bank doesn't need to pay if you execute a chargeback.

But firstly - what does your contract say about cancelled booking due to unforeseen circumstance/acts of god/pandemic or similar?

daveyjp

Champneys have no choice.  They failed to provide a service paid for.

Christina36

I have the exact same problem. I've contacted Champneys and said that I DO NOT accept a voucher and want a full refund. The replay I got was

"As a business along with many others we are having to make tough decisions in line with the government policy and the business.  We are committed to ensuring we are flexible with customer’s bookings and making movements for them to attend later on in the year without charging an administration fee.  However we will not be authorising any refunds at this time”.  

I disputed this again and got the following,

 "Our terms and conditions advise that in exceptional circumstances such as these we reserve the right to offer an alternative resort as a destination, date of stay or day or to cancel a reservation. We are providing alternative dates of bookings and we are being flexible with those dates. We are also offering to place the booking on hold in the form of a Champneys Gift Card which is valid for 12 months to which at a suitable time, you can rebook the same package. On this occasion we are not cancelling bookings or offering refunds across our customer base.". 
To make it worse, I keep getting promo emails from them with special offers saying "guaranteed refund".  I won't be able to use the "vouchers" and cannot afford to just give them £400.  I'm so annoyed with Champneys, they clearly couldn't care less about their customers and I just feel that they have stole my money. I'm not giving up!  

B35

I also have the same problem.  As Champneys are only able  to provide limited facilities at their spas I do not agree with their interpretation of their t&cs.  Maybe they should be looking at the bigger picture and not their legal obligations.  When things return to ‘normal’ we will be going elsewhere!  

Thrugelmir

B35 said:

 Maybe they should be looking at the bigger picture and not their legal obligations.  

They are undoubtedly are. Not least survival of the entire business itself. As that's the bottom line whatever individual customers view maybe.