Company Unresponsive For Refund Request

amymstin

Hi,

I’m looking for some advice if possible please?! Back in March 2020 (pre covid) I had booked a venue and paid £100 deposit for an afternoon tea hen party which was due to take place Sept 2020. The contracts were signed and I paid the deposit over the phone via debit card. In the original contract it states the deposit is non-refundable. 

Fast forward to September 2020 and due to covid laws we were unable to have the afternoon tea as it was a group of 20 of us. We rescheduled with them and moved to March 2021. Again covid rules were still in place and hospitality was closed and therefore afternoon tea cancelled again. 

I sent an email to the Quorn Country Hotel where the event was taking place and asked for a refund as I believed the contract was frustrated and I was entitled to the £100 back. I received an email back a few days later confirming that this would be passed to the general manager for completion. This was on 8th February this year.

I have now sent over 10 emails, politely asking when it will be actioned, with no response whatsoever. I have copied in the lady that originally replied to me on 8th Feb, and literally not one reply from anybody! Last week I sent an email to every single email address I could find for Quorn Country Hotel advising them I was
seeking advice from Citizens Advice as well as Trading Standards and still no communication from them whatsoever! 

I messaged them on Facebook and asked when I can expect a reply to my email and received a pretty much instant reply which said they were really busy after only being open a few weeks and it’s therefore taking a while to get through them all. 

I understand that the hospitality industry has really suffered through the last year or so but I am just at my wits end of where I stand and what I can do? 

Is anybody else in this same position? If so, are you able to share any advice at all? Or even advise me if I am entitled to the refund?

Thank you. 

[Deleted User]

What do the terms of the boking say re postponement/cancellations?

macman

I don't understand why you didn't just request a chargeback many months ago? Much too late now, and you can't do an S75 now, as it was only a debit card.
When they said it would be passed to the manager for 'completion,' did they actually confirm that they would refund you? if not, and it was non-refundable, then you need to check the t and c's to see if you are entitled to a refund.