Section 75 or chargeback?

powerful_Rogue

ellymoo said:

No I didn't, as I didn't actually stay at the hotel.

Doesn't matter that you didn't stay at the hotel. You still used the voucher to book.

ThumbRemote

There are two possibilities:

1. The voucher was not redeemed when making the second booking. In this case the OP is due a full refund. 

2. The voucher was redeemed when making the second booking. In which case, when the second booking was cancelled, the OP should be due a refund of a second voucher, which they can get a refund for after 18 months. 

ellymoo

powerful_Rogue said:

ellymoo said:

No I didn't, as I didn't actually stay at the hotel.

Doesn't matter that you didn't stay at the hotel. You still used the voucher to book.

It wasn't redeemed though so it wasn't used. To 'redeem' means "gain or regain possession of (something) in exchange for payment". Nothing was gained. The hotel themselves said I could use my voucher another time but they didn't mention that the refund window would disappear. 

Nothing was ever said about a second voucher but if they say anything to me about that I'll accept a second voucher. If I can ever get through to them!

powerful_Rogue

ThumbRemote said:

There are two possibilities:

1. The voucher was not redeemed when making the second booking. In this case the OP is due a full refund. 

2. The voucher was redeemed when making the second booking. In which case, when the second booking was cancelled, the OP should be due a refund of a second voucher, which they can get a refund for after 18 months. 

1. Clearly the voucher was redeemed otherwise the OP would not have been able to make the booking without being charged.

2. Appears the second voucher did not have the same T&C's attached to it. The hotel are allowing them to rebook, the fact the OP does not want to is their loss now.

ellymoo

I am frequently able to book without being charged. I surely cannot be the only person in the world who isn't charged in advance for a hotel stay. This was my entire reason for cancelling my holiday the second time: because I didn't want to do them out of my custom at the last minute (which I could very easily have done). 

powerful_Rogue

ellymoo said:

I am frequently able to book without being charged. I surely cannot be the only person in the world who isn't charged in advance for a hotel stay.

So you didn't redeem the voucher?

When the world opened up again in 2021, in March I booked direct with the hotel for a stay in August, using my voucher.

ellymoo

No.

I asked to use the voucher for part of my stay. I wasn't charged at any time. Which is the whole point of my cancelling in good time, because I was aware I'd be letting them down badly at the last minute otherwise.

powerful_Rogue

ellymoo said:

No.

I asked to use the voucher for part of my stay. I wasn't charged at any time. Which is the whole point of my cancelling in good time, because I was aware I'd be letting them down badly at the last minute otherwise.

But in your opening post you stated you did use your voucher. I think you need to break this down a bit more.

sheramber

ellymoo said:

powerful_Rogue said:

ellymoo said:

No I didn't, as I didn't actually stay at the hotel.

Doesn't matter that you didn't stay at the hotel. You still used the voucher to book.

Nothing was ever said about a second voucher but if they say anything to me about that I'll accept a second voucher. If I can ever get through to them!

but in the first post you said

Now I have received an email saying they will ‘make an exception’ and I can use my voucher – So they have offered you a voucher.

ellymoo

Sorry for not being clear. I haven't paid for anything apart from my original stay. I just meant I was going to put that voucher towards my next stay.

Sheramber, you're technically right! I hadn't looked at it like that! I think I'm so disgruntled by how they're behaving that I am not seeing the wood for the trees. I would need to ask them the exact Ts and Cs of this next voucher and when it expires.