Parkdean will not issue refund

Alouise86

I'm trying to get a refund from Parkdean for a holiday that was cancelled due to coronavirus but I'm having trouble in doing so. We booked originally for 11th May, but this was cancelled due to park closure. We opted for a voucher to re-book a new holiday with, and we did re-book one for 15th June using the voucher, plus I paid an extra £6. This holiday was also cancelled due to the park still being closed so we opted for a full refund this time. Monday I had an email saying my refund had been processed for £6. I called Parkdean who said I would only be receiving the £6 and not the £349 I paid for the original booking, as this was transfered into a voucher for the second booking. She said this money would only be given back to me via another voucher. This was not said to me at the time of re-booking or cancelling the second holiday, and my email clearly states that I could opt for a full refund. In 2 emails I have from them, the terms and conditions say this :"If your future holiday is cancelled due to a park closure, you would be entitled to a refund of the amounts paid in cash by you for your original holiday booking and any aditional amount paid in cash by you towards the new holiday". So I have recieved the cash paid by me towards the new holiday which was £6, but they are saying I am not aloud a refund of the cash I paid for the original holiday (£349). There is no mention of a new voucher atall in any of this. I have rang them again today and the person I talked to put me on hold whilst she spoke to her manager, who then said the same, that i would onlh be entitled to a voucher. She has taken my details and said that a manager will call me in 2-3 days to discuss this. Does anyone know where I stand on this? 

Alan_Bowen

You stand with an absolute right to a full refund. If they refuse then complain to the Competition and Markets Authority who have the power and are exercising it, to make sure companies comply with the law. You can report the issue here https://www.coronavirus-business-complaint.service.gov.uk/