Alpharooms question

[Deleted User]

Well in that case then yes, you should have been given a refund of the remaining balance as per the t's and c's.   Do you have any proof you cancelled over 3 months ago then send a copy of it in an email to Alpharooms and ask them for the refund you requested.  Easier said than done with these 3rd parties but you are entitled to it.   Their mistake, not yours.

Baldrick_alpha

I have a copy of the email and their initial reply to it, would that suffice? 

[Deleted User]

I can't see why not?   If they still refuse then maybe you could instigate a section 75 (or chargeback if within time frame) on the basis that they are refusing to honour the contract in accordance with the terms and conditions you booked under.   It is a tricky one but you shouldn't have to accept a voucher after you cancelled which was your prerogative and have accepted the loss of deposit (or whatever from date of cancellation).   By rights, this has nothing to do with Covid or present situation as you choose to cancel the accommodation and that is your right under the t's and c's as with any other time or holiday.   Good luck.

Baldrick_alpha

Thank you for helping clear that up everyone

Westin

I really think you need to dig deeper into what you bought.

This hinges on what rate you bought and the terms and conditions of that rate plan. Was it a rate plan that allowed for cancellations and a part refund (less Alpharooms admin fee) or a non-refundable rate plan, in which case the name says it all?

Section 16 of their terms covers cancellations.
https://www.alpharooms.com/agency-terms-of-business

raf45

hi all
I have had the same issue with this company regarding not receiving a cash refund for a hotel booking that they cancelled due to the pandemic. I am now taking them through the smalls claims court and have just processed a CCJ which I am now waiting on their response. I have also spoken to citizens advice and one area we may all benefit from doing is logging this issue with citizens advice help line which is directly linked with trading standards 0808 223 1133. The more of us that do this may help standards build a case agains the company as a whole. 
I'm hugely frustrated with this company as they are using our money to prop up their company books. I feel we all need to take legal action against them as I feel this is the only way they will listen.