Westfield Country Park

GavinWalker1988

Hi can anyone help!
I booked a weekend away for my fiancées 30th. We were due to arrive on 20th November for 2 nights however due to national lockdown this has been cancelled. I have requested a full refund only to be told that there policy is a credit note or change of date. This doesn’t work for me as it was for a special occasion. I have asked numerous times for documentation on their COVID policy and the policy at the time of my booking, but they cannot provide me it, the only Documentation I have are the generic terms and conditions attached to the booking confirmation. I have submitted a a report to the CMA and also raised an issue with PayPal.
Legally where do I stand and do they have to give me a refund if they have not provided the service I paid for? And does their policy have to be made available to their customers?

Sooler

It doesn't have to be a special occasion to treat your fiancée to a weekend away. Just change the date and let her have the weekend away anyway.

GavinWalker1988

I agree but The situation we find ourselves in we have agreed the money could be spend better elsewhere.

Barny1979

If you've raised a case with PayPal for a trip that was cancelled I would expect they will pay.

[Deleted User]

When did you book it, who with and what were the terms and conditions of booking?   Did you book after March 20 for instance?  No one size fits all am afraid.  More info required   

GavinWalker1988

I booked on 8th September and paid a deposit and paid balance on 8th October. These are the only documents that I received on my confirmation.

GavinWalker1988

And I booked direct with the company on their website.

phillw

I would press for a refund, despite what their policy is.
If they go into administration then the voucher will be useless.

macman

Nothing in that policy prevents you from getting a refund if the accom is not available due to lockdown. If Paypal don't refund you, then try your card provider for a chargeback or S75 (though this may not work, as you paid Westfield through an intermediary, not direct).
Finally, send them an LBA (by post, in writing, not a text or email, with proof of postage kept) giving them 14 days to refund, or you will pursue a county court claim via the small claims route.
I'm assuming you didn't take out any travel insurance for this?

GavinWalker1988

No I didn’t take out insurance. On booking I didn’t envisage another lockdown. I will follow all the steps you have given me. Thank you for your advice.

[Deleted User]

Agree with previous. Push on for a refund.  Good luck.