Refusal of Refund of booking from LuxCamp

tatybaby

I booked a 7 day week holiday in France through a website called LuxCamp. I now am advised that I can no longer get money back. Due to the restrictions in place both in the UK and in France we are unable to go.

I originally had the cabin booked for 7 nights for June 2020 but was unable to go and was told I can only rebook again for this year which we have done but this rebooking we did they added on a covid guarantee which says if anything goes wrong we can get our money back.

The company is refusing to give me my £325 back and states I can only get a voucher or rebook again. We do not want to do this again.

I need some help.

lisyloo

Did you discuss the covid guarantee with them? What did they say?

JJ_Egan

Its not a UK company .

lisyloo

JJ_Egan said:

Its not a UK company .

Yes and that makes legal enforcement very difficult, but surely they should be asked about the covid guarantee in case it's something simple like an admin error??

Westin

tatybaby said:

I booked a 7 day week holiday in France through a website called LuxCamp. I now am advised that I can no longer get money back. Due to the restrictions in place both in the UK and in France we are unable to go.

I originally had the cabin booked for 7 nights for June 2020 but was unable to go and was told I can only rebook again for this year which we have done but this rebooking we did they added on a covid guarantee which says if anything goes wrong we can get our money back.

The company is refusing to give me my £325 back and states I can only get a voucher or rebook again. We do not want to do this again.

I need some help.

Was that the actual wording - or something else?

Assume that the French camp site is open and operational it is just that as France is currently on the Amber list that you no longer wish to go and face the Amber restrictions for your return. 

A further credit or rebooking may be your only option.

sheramber

  covid guarantee which says if anything goes wrong we can get our money back.
Not quite. Check the Covid guarantee.  

A.           Accommodation with Covid Guarantee:

In case of Covid related travel restrictions, where you are restricted to travel (like a negative travel advice inbound/outbound, code orange, local lock down etc) you have below additional cover, if you wish to change your booking:              

You can request to rebook your holiday for free

Conditions for rebooking:            

•             Travel restrictions must be in place on the day of notification, in order to use the rebook option

•             You can ask for rebooking from day 28 – day 2 before arrival.

•             Rebooking is only possible to another stay in 2021, if you have clear travel alternatives without Covid related travel restrictions.

•             Rebooking to another stay in 2022 is only possible if you do not have clear travel alternatives without Covid related travel restrictions.

•             If the new stay is more expensive you pay the difference.

•             The new stay can maximum be 20% cheaper than original price. Difference will be refunded or added to gift voucher.

•             If your new stay is more than 20% cheaper than original price, we accept the rebook, but we will charge the normal cancellation fee on the difference.

                

You can request a full refund of your holiday

Conditions for full refund:           

•             Travel restrictions must be in place on the day of notification, in order to use the refund option

•             You can ask for full refund 1 day before arrival or on the day of arrival.

•             The refund is executed within 2 weeks after notification.

                

Other conditions              

•             In case of any Covid related restrictions, where a campsite and/or accommodation is closed, and we cannot deliver the accommodation booked, you will be informed as soon as we know about it, and offered a rebook, voucher or refund.

•             You can always request a cancellation of your booking based on normal cancellation terms Section 10.