Family holiday- cancel, amend or refund?
Discussion
Booking with a well known holiday cottage rental firm (not AirBnB).
My holiday isn't until beginning of school holiday but realistically expecting the travel restrictions being same as current. The firm advice for those currently affected up to July 3rd is to amend the booking, which if repeated for our holiday would realistically be more expensive that original booking, but they've kindly ahem waived their usual amend fee.
We both work and due to current situation busier than ever and unlikely to get joint time outside of that 1 week window until next year, especially with lack of grandparents covering gap and pre-school are closed and not taking kids even as key workers now let alone during school holidays. We usually set our leave about a year in advance to fit in with requirements.
It was a low deposit and the balance is due beginning of June, if I initiate a cancellation it's about 40% of the holiday cost.
So choices look like:
Thanks oh powerfully built ones, answers/ thoughts not on a post card from your second homes, unless you have disinfected them
My holiday isn't until beginning of school holiday but realistically expecting the travel restrictions being same as current. The firm advice for those currently affected up to July 3rd is to amend the booking, which if repeated for our holiday would realistically be more expensive that original booking, but they've kindly ahem waived their usual amend fee.
We both work and due to current situation busier than ever and unlikely to get joint time outside of that 1 week window until next year, especially with lack of grandparents covering gap and pre-school are closed and not taking kids even as key workers now let alone during school holidays. We usually set our leave about a year in advance to fit in with requirements.
It was a low deposit and the balance is due beginning of June, if I initiate a cancellation it's about 40% of the holiday cost.
So choices look like:
- cancel and take ~40% hit before they take remaining ~99% and assume there is no lift of travel/ restaurants etc restrictions until after school holidays
- pay full amount and then suck up any additional cost of rebooking I presume the same place (which will cost +40% as we'd lucked out on school dates due to occasional days)- likely not until next year, will they exist next year?
- pay full amount and try and get a refund (their T&C look like refund if only if THEY or OWNERs initiate a cancellation- but presume current legislation gives them wriggle room to offer other dates)
Thanks oh powerfully built ones, answers/ thoughts not on a post card from your second homes, unless you have disinfected them
Burwood said:
What have you paid to date-it sounds like very little. I personally wouldn’t rebook anything, perhaps for next year and neither can you request a cancellation right now. If you’ve paid a very small sum I’d write it off. They have no chance extracting 40%
Their T&Cs say will claim the 40% as the normal deposit if I cancel, the low deposit was an early booker offer with agreed remainder collected against cc early June to complete the booking. Hence taking the 40% is the lowest option unless other rights are applicable in the circumstances.Cancel C card ! Don’t be letting them get the 40% , tell them you will offer a voucher for the 40% that can be redeemed next year like they are doing ! All bets appear to be off with holiday bookings with travel companies totally ignoring all the T&Cs, Laws , rules, whatever using Covid as an excuse so I don’t see how they can expect you to stick to the T&C when they won’t
matjk said:
Cancel C card ! Don’t be letting them get the 40% , tell them you will offer a voucher for the 40% that can be redeemed next year like they are doing ! All bets appear to be off with holiday bookings with travel companies totally ignoring all the T&Cs, Laws , rules, whatever using Covid as an excuse so I don’t see how they can expect you to stick to the T&C when they won’t
You can’t cancel cards to avoid obligations. Facts matter 
what they can’t do is charge your card unilaterally. I wouldn’t pay. If as your original post is accurate you’ve given them very little. Contact them and suggest cancelling is your best option. They don’t have a snow balls chance if enforced I gotta the 40% break and it’s court to do so. They can not just tap the CC. Talk to them
I’m in similar where we have booking out until August and I don’t want to go despite 50/50 they will be operating
However a thought. Will hotels offer the same experience. I say zero chance. You can use that to cancel if need be.
Burwood said:
matjk said:
Cancel C card ! Don’t be letting them get the 40% , tell them you will offer a voucher for the 40% that can be redeemed next year like they are doing ! All bets appear to be off with holiday bookings with travel companies totally ignoring all the T&Cs, Laws , rules, whatever using Covid as an excuse so I don’t see how they can expect you to stick to the T&C when they won’t
You can’t cancel cards to avoid obligations. Facts matter what they can’t do is charge your card unilaterally. I wouldn’t pay. If as your original post is accurate you’ve given them very little. Contact them and suggest cancelling is your best option. They don’t have a snow balls chance if enforced I gotta the 40% break and it’s court to do so. They can not just tap the CC. Talk to them
I’m in similar where we have booking out until August and I don’t want to go despite 50/50 they will be operating
However a thought. Will hotels offer the same experience. I say zero chance. You can use that to cancel if need be.
They have been reported to the CMA and various other watchdogs and are currently being investigated.
It's almost impossible to get hold of them and they are very selective about answering emails, anything to do with refunds, you'll likely not get a reply.
Any negative comment on their Facebook page and you get banned and they are manipulating the reviews on Trustpilot.
If the OP heads over to Facebook there is a very large group of disgruntled customers who are fighting for refunds of cancelled holidays, there's even a lawyer on board who has put up some template letters to help you get your money back.
eccles said:
Burwood said:
matjk said:
Cancel C card ! Don’t be letting them get the 40% , tell them you will offer a voucher for the 40% that can be redeemed next year like they are doing ! All bets appear to be off with holiday bookings with travel companies totally ignoring all the T&Cs, Laws , rules, whatever using Covid as an excuse so I don’t see how they can expect you to stick to the T&C when they won’t
You can’t cancel cards to avoid obligations. Facts matter what they can’t do is charge your card unilaterally. I wouldn’t pay. If as your original post is accurate you’ve given them very little. Contact them and suggest cancelling is your best option. They don’t have a snow balls chance if enforced I gotta the 40% break and it’s court to do so. They can not just tap the CC. Talk to them
I’m in similar where we have booking out until August and I don’t want to go despite 50/50 they will be operating
However a thought. Will hotels offer the same experience. I say zero chance. You can use that to cancel if need be.
They have been reported to the CMA and various other watchdogs and are currently being investigated.
It's almost impossible to get hold of them and they are very selective about answering emails, anything to do with refunds, you'll likely not get a reply.
Any negative comment on their Facebook page and you get banned and they are manipulating the reviews on Trustpilot.
If the OP heads over to Facebook there is a very large group of disgruntled customers who are fighting for refunds of cancelled holidays, there's even a lawyer on board who has put up some template letters to help you get your money back.
I have an Aspinall Safari weekend booked for May 24th. They suggested ‘as a charity would you donate the £400/night" err no . The same Aspinalls that made 200m in the casino biz. I simply initiated a charge back, which is 100% golden. Other bookings include Center Parcs, already differed once so they have 100% of the cash but that August date looks dodgy and we don’t want to go. I’ve advised them that they hold 100% due to a much earlier booking they never honoured and I want 70% back ASAP. 30% being their normal dep. we will see what happens but I’m insured and have the MasterCard guarantee. Some situations are a bit tricky, others very clear
Burwood said:
eccles said:
Burwood said:
matjk said:
Cancel C card ! Don’t be letting them get the 40% , tell them you will offer a voucher for the 40% that can be redeemed next year like they are doing ! All bets appear to be off with holiday bookings with travel companies totally ignoring all the T&Cs, Laws , rules, whatever using Covid as an excuse so I don’t see how they can expect you to stick to the T&C when they won’t
You can’t cancel cards to avoid obligations. Facts matter what they can’t do is charge your card unilaterally. I wouldn’t pay. If as your original post is accurate you’ve given them very little. Contact them and suggest cancelling is your best option. They don’t have a snow balls chance if enforced I gotta the 40% break and it’s court to do so. They can not just tap the CC. Talk to them
I’m in similar where we have booking out until August and I don’t want to go despite 50/50 they will be operating
However a thought. Will hotels offer the same experience. I say zero chance. You can use that to cancel if need be.
They have been reported to the CMA and various other watchdogs and are currently being investigated.
It's almost impossible to get hold of them and they are very selective about answering emails, anything to do with refunds, you'll likely not get a reply.
Any negative comment on their Facebook page and you get banned and they are manipulating the reviews on Trustpilot.
If the OP heads over to Facebook there is a very large group of disgruntled customers who are fighting for refunds of cancelled holidays, there's even a lawyer on board who has put up some template letters to help you get your money back.
I have an Aspinall Safari weekend booked for May 24th. They suggested ‘as a charity would you donate the £400/night" err no . The same Aspinalls that made 200m in the casino biz. I simply initiated a charge back, which is 100% golden. Other bookings include Center Parcs, already differed once so they have 100% of the cash but that August date looks dodgy and we don’t want to go. I’ve advised them that they hold 100% due to a much earlier booking they never honoured and I want 70% back ASAP. 30% being their normal dep. we will see what happens but I’m insured and have the MasterCard guarantee. Some situations are a bit tricky, others very clear
They're the largest holiday cottage company in the UK (think of a 70's sitcom with Hattie Jacques in) , with many smaller companies under their umbrella who are also acting in a similar manner.
Hoseasons started off acting in a similar manner but realised what a hit their reputation was getting and quickly changed their approach.
Burwood said:
The law is crystal clear. If you ask your bank to not honour or prevent a vendor charging your card, they must do as you ask.
A lot of people are having trouble with that as well with some banks outright refusing and others taking several attempts before the bank will stop payments.Thanks heads up re Facebook.
Im the OP Just for clarity the booking made on credit card, deposit and agreement to take remainder from said credit card.
Im the OP Just for clarity the booking made on credit card, deposit and agreement to take remainder from said credit card.
- Do nothing- full amount would be taken from c/c 100% see what happens...
- Me not instructing c/c not to pay is 100% then charge back via c/c given their rep seems unlikely to get anything other than voucher at best...
- Me initiating cancellation without instructing c/c not to pay is 40%
- Me initiating cancellation without instructing c/c not to pay is 40% then charge back via c/c
- Me initiating cancellation with instructing c/c not to pay 40%, from what I have read I'm still liable for the 40% but people here saying unlikely they will pursue this...feels a little risky on credit rating front but not really an issue.
No credit rating impact whatsoever unless you are taken to court and lose. Call your card issuer and stop the 40% debit. That's all you can do. Write to vendor and advise them that you wish to cancel, penalty free on the basis the experience is materially. You have buttons invested so far, correct but don't hand over more money
megaphone said:
OP do you actually want to go on this holiday? Sounds like it may be your only opportunity to go with the family this year.
If it was safe to do so yes, but realistically the C19 travel restrictions aren't likely to change to allow UK holidays and have facilities open so a week at home is fine by me. Got a couple weeks before pay remainder day so trying to work out the options/ get a feel for the company and take appropriate action.Wonderman said:
megaphone said:
OP do you actually want to go on this holiday? Sounds like it may be your only opportunity to go with the family this year.
If it was safe to do so yes, but realistically the C19 travel restrictions aren't likely to change to allow UK holidays and have facilities open so a week at home is fine by me. Got a couple weeks before pay remainder day so trying to work out the options/ get a feel for the company and take appropriate action.I think if travelling is OK by then - and remember it's as far ahead as the start of lockdown is behind us - then a holiday cottage is likely to be the safest way of getting away.
These credit card chargebacks don't always work if the people you pay are just agents, like travel agents supplying air-tickets, and are not supplying the goods or services themselves. Your country cottage outfit seem to fit this bill, they are just middlemen, they don't own any cottages.
matjk said:
Cancel C card ! Don’t be letting them get the 40% , tell them you will offer a voucher for the 40% that can be redeemed next year like they are doing ! All bets appear to be off with holiday bookings with travel companies totally ignoring all the T&Cs, Laws , rules, whatever using Covid as an excuse so I don’t see how they can expect you to stick to the T&C when they won’t
This. Do not pay the balance and cancel your card.
It does seem that no one is adhering to the law and just extracting money anyway they can with offers of rebooking that they know full well won't be practicle for many. I run a small car hire company in Nerja near Malaga ( cheap used cars) and have refunded all deposits for this year either booked independently or through the local holiday company (Lual} we work with.
Many however are not doing this (villa and car) but holding onto deposits for holidays they know full well won't materialise..
The issue here is the holiday is still going head, the holiday company has not cancelled, the OP can still go.
It is the OP choosing not to go and they will be breaking the contract they have made with the holiday company. The holiday is not until July, by then any restricted travel advice will likely be lifted and the OP can go on the holiday they have booked. I don't see why the holiday company should lose out because the OP has changed their mind.
It is the OP choosing not to go and they will be breaking the contract they have made with the holiday company. The holiday is not until July, by then any restricted travel advice will likely be lifted and the OP can go on the holiday they have booked. I don't see why the holiday company should lose out because the OP has changed their mind.
OP this is worth a read, has some good advice. UK holidays covered about half way down.
https://www.moneysavingexpert.com/news/2020/02/cor...
https://www.moneysavingexpert.com/news/2020/02/cor...
megaphone said:
The issue here is the holiday is still going head, the holiday company has not cancelled, the OP can still go.
It is the OP choosing not to go and they will be breaking the contract they have made with the holiday company. The holiday is not until July, by then any restricted travel advice will likely be lifted and the OP can go on the holiday they have booked. I don't see why the holiday company should lose out because the OP has changed their mind.
I have a couple weeks before they take the remaining 99% of the holiday, not decided yet just trying to work out the options and test how helpful/ trusted the company I've used is. Obviously we'd like to go, I wouldn't have booked in the first place if I didn't. If you think that restrictions will be lifted so that we have a normal summer holiday you are more optimistic than IIt is the OP choosing not to go and they will be breaking the contract they have made with the holiday company. The holiday is not until July, by then any restricted travel advice will likely be lifted and the OP can go on the holiday they have booked. I don't see why the holiday company should lose out because the OP has changed their mind.
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