Travelbag refund

Crowdpleaser

Hi all. 
We booked our plan to holiday due to start next week over a year ago all separately with a 1 night booking at a hotel in Orlando through travelbag. Our flights cancelled last month and I emailed travelbag to enquire about a refund. 
I received this email yesterday

 

I hope you are well and keeping safe

 

I am writing to inform you that your hotel booking has been cancelled due to the ongoing COVD19 pandemic

 

We are in the process of redeeming any funds from our Ground Suppliers which is, as I hope you can understand, time consuming due to the sheer volumes around the world.

 

We are offering you the full amount paid to us to use towards any  future booking to give you something to look forward to when travel once again resumes.

 

The credit will be held on file under the above bookings reference, but no voucher will be sent for this as this is not a package booking, so not covered under Package Regulations. Credit notes are valid for rebooking up to and including 31 March 2021 for travel up to 31 December 2021

 

Should your wish be for a full refund, in the first instance you will need to approach your insurance company, if they deny your claim, please send their confirmation of non payment to Help@travelbag.co.uk and we will place your booking for a refund consideration.

Can they refuse a refund and offer a credit note? If not where can I point them in my reply? I have good insurance through lv but will pay an excess so would prefer a refund from tb directly. 

This is the last company to deal with. I've had full refunds from everyone else! Thank you! 

eskbanker

Crowdpleaser said:

Our flights cancelled last month and I emailed travelbag to enquire about a refund. 

[...]

I am writing to inform you that your hotel booking has been cancelled due to the ongoing COVD19 pandemic

Are they treating this as you cancelling, as it could be read from your initial enquiry that you were choosing to cancel (which puts you in a worse position regarding refunds), although the second quote does perhaps suggest hotel-initiated cancellation?

If they're cancelling then they're obliged to refund you, and so if you tried to claim on your insurance, your insurer would simply point you back to Travelbag anyway!

Thrugelmir

Crowdpleaser said:

Can they refuse a refund and offer a credit note? If not where can I point them in my reply? I have good insurance through lv but will pay an excess so would prefer a refund from tb directly. 

To refund you they need to attempt to obtain a refund from the end supplier themselves........