Hotel would only offer voucher, prices now sky rocketed (UK)

Zirafa

Hello everyone.
Back in end of March/start of April, we had a hotel booked for 2 nights in Liverpool. It was one of those apartment type hotels.
Anyway, we all know what happened and our trip could no longer go ahead. We were due to go to the theatre and they refunded us no problem but the hotel was another matter. When we booked it was a non-refundable apartment, but unlike the majority of hotels they refused point blank to give us our money back and instead would only give us a voucher (through Hotels.com) they told us if we didn't accept the voucher, we would just go down as a no-show, thus having no evidence to show our insurance that we didn't go. So I accepted the voucher, but the insurance still wouldn't pay out because I'd accepted the voucher.

Recently, I decided I should stop cutting my nose off and actually think about using the voucher at some point, as we have til April. The problem now is, despite adding a few extra quid onto the voucher, they have sky rocketed their prices and the apartment we originally had booked is way more than the voucher is worth. In fact, it only just covers their smallest box type room and even then it depends on the date. I've tried a several dates now... run up to Xmas, April (i.e. the same time of year as we originally booked) weekends and midweek and it's just not happening. 

Does anyone have any suggestions on what I can do? I hope all that makes sense!

Thank you.

[Deleted User]

If the apartment was closed you should really have been entitled to your money back but I think this all came to light later on?  That IF the hotel's were unavailable a full cash refund should be offered and if the agents/ hotel refused then people were instigating claim backs from the bank.   Unfortunately, and I know this isn't your fault because nobody knew what they were doing back in April, you are outwith the time limit for a chargeback.     

If you paid by credit card you could try a section 75 as 'goods not received' i.e. they didn't provide you with the accommodation you paid for.  You would need to show proof that the accommodation wasn't open, you have tried to obtain a refund, that you accepted the voucher under pressure etc -  basically as much info as you can.   (although have to say this may fail also due to the fact you have the said voucher).    As you have found out your insurance are refusing claim because they consider a voucher a 'refund' (although if S 75 fails,  you could ask them to revisit providing the same information - not over confident with either have to say)   

Have a good look at the terms and conditions you booked under with hotels.com.   Do they mention anything about the hotels being unavailable to you and what the refund policy is?     Are you able to rebook a different hotel with the voucher?  One within your budget?  This would be the easiest and less stressful option.

Zirafa

Thanks for your reply
Unfortunately we paid by debit card and the voucher can only be used on the specific hotel.
If TripAdvisor is anything to go by, it appears as though they were open, as someone has posted a review saying they stayed there in April.
I'm at a bit of a loss really. I'd accepted we weren't going to get the money back but thought I'd at least be able to go at some point. I know I could just pay the extra, but after how rude they were, I don't really want to give them any more money!

ToxicWomble

If the hotel was open and accepting check ins for that time and there was nothing in place to prevent you travelling then I’m afraid you are out of luck.
Sadly non refundable although it is cheaper it isnt if you need to cancel
Did you cancel the booking or did they cancel ?

Zirafa

We did. The theatres were shut, bars and restaurants were shut and we were being told only to travel if it was essential. 

ToxicWomble

Sorry to say - you may just have to suck it up
At the end of the day - if the Hotel was open and you cancelled a none refundable booking, you did quite well to even get vouchers (they didn’t have to actually offer anything)
Don’t let their rudeness put you off- most of us actually quite nice in Liverpool 😁
Re-book, pay the extra and come and have a fabulous time in our city

[Deleted User]

Ahh hotel open and you cancelled?   Does change everything sorry to say.  

Hopefully you will be able to use your voucher even if it is annoying that you have to pay more.  

Mrsn

I’m very sorry but it appears the hotel have actually been very generous in the circumstances if I have read correctly from the posts that it was yourself that cancelled and the hotel does indeed appear to have been open at that point also. I appreciate that probably isn’t what you had hoped for though, good luck trying to use the voucher.

sheramber

 
Xmas will always be more expensive  Was the April date possibly Easter which again would raise the price.
 If things stay as they are you may find prices drop nearer the time if bookings are down.