Cancelled room refund

martin_j

We booked and paid for a refundable room for next February with Premier Inn to attend a family party along with other family and friends. Premier Inn cancelled all bookings stating the hotel was being taken over and they would contact us within the next 3 days with alternative accommodation or a refund. That was 3 weeks ago and we have heard nothing. I have contacted them twice to ask for refund and both times been told they have started refund which takes up to 5 days to reach my bank account, but still nothing. Where do I go now? I have had to book and pay for another room with Travelodge 

Grumpy_chap

martin_j said:

We booked and paid for a refundable room for next February with Premier Inn to attend a family party along with other family and friends. Premier Inn cancelled all bookings stating the hotel was being taken over and they would contact us within the next 3 days with alternative accommodation or a refund. That was 3 weeks ago and we have heard nothing. I have contacted them twice to ask for refund and both times been told they have started refund which takes up to 5 days to reach my bank account, but still nothing. Where do I go now? I have had to book and pay for another room with Travelodge 

How quickly was the room cancelled?  Did the original payment actually process, or was it only ever "pending" and never completed?

Did you pay by credit card or debit card?

martin_j

The room was cancelled two months after booking, the payment was processed one the day of booking as the payment was made via debit card.

twopenny

I found recently that there is now a time lag with debit cards.
Used to be an immediate payment but I went to check some hours after a suspected duplicate payment that it can take days to go through.

Not 3 weeks though.
But could be a time lag at both ends plus processing, maybe change of staff and systems.
Not a good thing but the world is run by big business that has no customer loyalty or direct involvement.
Hope it comes through soon 

sheramber

Premier Inn website says refunds take up to 15 working days

martin_j

Its been 16 working days