Hotel taken money for package holiday

DullGreyGuy

sheramber said:

bagand96 said:

sheramber said:

The OP states in his first post he paid by debit card and the bank have said they cannot help.

Just wasn't sure if that meant the payment to Virgin Holidays, the payment to the US hotel, or both.  Worth double checking because S75 now seems the easiest resolution of this if the hotel are on record saying Virgin never paid them.

You can't do a S75 claim on a debit card.

They arent suggesting you can... in the original post the OP states they gave a debit card to the hotel for incidentals and security but dont state how they paid for the holiday to VH. I've not read the other 5 pages of posts but the statement is correct if somewhere in there the OP has clarified the other payment method... your statement is wrong in that the first post doesnt state they paid VH by debit card, just the hotel.

bagand96

sheramber said:

bagand96 said:

sheramber said:

The OP states in his first post he paid by debit card and the bank have said they cannot help.

Just wasn't sure if that meant the payment to Virgin Holidays, the payment to the US hotel, or both.  Worth double checking because S75 now seems the easiest resolution of this if the hotel are on record saying Virgin never paid them.

You can't do a S75 claim on a debit card.

Which is why I'm asking how the OP payed Virgin in the first place.

I see the reference to the debit card in the OP but I was asking if that was just the payment to the hotel, or whether the original payment to Virgin was debit or credit. Its worth checking and as @DullGreyGuy said I'm not sure its been covered or not. 

sheramber

But if  the dispute is on the money taken from the debit card then any claim would be on that card.

DullGreyGuy

sheramber said:

But if  the dispute is on the money taken from the debit card then any claim would be on that card.

It could be a claim against Virgin Holiday and therefore the payment method used with them if the hotel is stating the £500 due to the non/under payment by Virgin Holiday as it appears its been admitted

MetalJack21

The original holiday was a group booking that a friend made with her credit card
 

I have just in the last 15 minutes had an email from the hotel to say that virgin have now paid the hotel and to expect a refund in the next 10 days

While this is a result it has been a difficult process especially from virgins side. No one has yet to take ownership of the issue or fully explain to me what has gone wrong here.

I am going to chase up virgin for an explanation. Not sure if i will ever get one though

bagand96

MetalJack21 said:

The original holiday was a group booking that a friend made with her credit card
 

I have just in the last 15 minutes had an email from the hotel to say that virgin have now paid the hotel and to expect a refund in the next 10 days

While this is a result it has been a difficult process especially from virgins side. No one has yet to take ownership of the issue or fully explain to me what has gone wrong here.

I am going to chase up virgin for an explanation. Not sure if i will ever get one though

Glad you got it sorted. Must have been a glitch in their system somewhere, it will happen from time to time. Poor service from Virgin that it took so long, although that seems pretty standard as the travel industry has struggled with resource post Covid.

bagand96

sheramber said:

But if  the dispute is on the money taken from the debit card then any claim would be on that card.

The dispute is over the amount taken by the hotel on the debit card.

However in the situation as the OP describes the actual dispute is against Virgin Holidays.  They are the ones that's failed to provide the service as they were paid for a holiday which they failed to properly arrange meaning the OP has been charged for an element they'd already pre-paid for.  A S75 claim against the transaction with Virgin, but for the amount paid to the hotel should be succesful.  It might have taken some to-ing and fro-ing but Virgin are the party in breach.

The transaction with the hotel is arguably legitimate as the debit card was handed over as security and the hotel charged it for a room they'd not otherwise been paid for.

All academic now as it seems like it's sorted better late than never!