holiday company cancelled part of my holiday

sarah2288

hi im new here but can anyone advise me i booked a holiday in october and has been paid in full im due to go in 8 days time but the weekend in the middle of our 2 week holiday has been cancelled so me and my family are left without accommodation for that weekend. the holiday company have admitted fault on there part but are not willing to re accommodate us and they have broken their terms and conditions on the reason for cancellation any advice would be greatful?

onashoestring

What are the holiday company offering you - have they offered cancellation and full refund ? 

sarah2288

they offered me a refund for that refund for that weeked but the reason for the cancellation is not stated in their terms and conditions

onashoestring

Just to clarify the details : you booked a 2 week stay  at one location and they have cancelled the middle weekend of your stay .
They are offering only a refund for the middle weekend but won’t allow you to cancel the whole trip for a refund ? 

What was the reason they gave ? 

It would help if you could name the company as we could check the T&Cs . 

When did you make the booking ? 

daveyjp

The obvious solution is for them to cancel the weekend booking.

There will be a reason they aren't.  Are there any events in that area which means they could have let it for a huge amount for just those two days?

sheramber

daveyjp said:

The obvious solution is for them to cancel the weekend booking.

There will be a reason they aren't.  Are there any events in that area which means they could have let it for a huge amount for just those two days?

Who it 'them'?

The holiday company have already cancelled the weekend.

p00hsticks

sheramber said:

daveyjp said:

The obvious solution is for them to cancel the weekend booking.

There will be a reason they aren't.  Are there any events in that area which means they could have let it for a huge amount for just those two days?

Who it 'them'?

The holiday company have already cancelled the weekend.

I'm guessing that daveyjp's comment was made on the assumption (that I've also made but the OP doesn;t specifically say) that the holiday company has taken a fortnights booking from the OP, but also by mistake taken a separate booking just for the middle weekend from another party.

If this is the case, then I believe daveyjp's suggestion is that it should be the booking for just the weekend that's the company shoudl be looking to cancel rather than the middle bit of OP's fortnight. It may well be that the weekend booking is more lucrative, especially if there is some sort of special event on in the locality that weekend, and so the booking comany is trying to have their cake and eat it.

sheramber

Until the OP comes back and tells us why it was cancelled it is all supposition,

sarah2288

i have booked with Pontins i have searched the terms and conditions for hours, citizen's advice have started gathering all the information and have raised it with trading standards on my behalf, i just hope i can sort this before i go in just a couple of days  time. everything i was offered was to loose the whole holiday or change everything at my extra cost. i have had an email of a manager who has admitted fault on their part so hoping it gets resolved.

sarah2288

It was cancelled because an event was booked in over 12 months ago and the bookings team should never of allowed us to book that weekend but still allowed us to and pay in full for it and then cancel it on us 4 weeks before arrival date.

Spendless

Are other people booked into your accommodation for that weekend or is it that the weekend in question is only suitable for certain guests eg 18+ and your party doesn't fit that criteria so  isn't eligible to stay then? 

If it's that your accommodation is double booked and the other party booked first, then do they have other accommodation for you to stay in? Or for the other party to do so to save you having to move mid-break? 

If it's that you're not eligible to stay for example if you have kids with you and it's an over 18 only weekend, then that's trickier. To me you should have been offered a refund or an alternative date and perhaps something as a goodwill gesture as their booking system messed up. From your point of view if this is the case then it would be nice if they offerred to pay for you to stay elsewhere for that duration but I can see that being the far less likely scenario you will be offerred.

I'm just guessing what's happened but there was an incident recently at Butlins with someone having their trip cancelled.  https://www.dailymail.co.uk/news/article-10937765/Butlins-blasted-angry-mothers-childrens-holiday-featuring-Mr-Tumble-cancelled.html