Aibu to ask for a FULL refund

(44 Posts)
Domjolly Fri 22-Mar-13 19:55:18

We were supposed to be going camping in the easter hoildays we paid £140 for four nights

So yesturday they called me and cancelled because the field is a boggy marsh and no camping can be , had fair enough they offered us camping in the summer but were already away for 3 weeks on two seprate occasions during the summer camping so oh could not get any more time off work

I asked if we could have a date next year they said no and are now keeping £40 of the £100 that cant be right can it or aibu

thegreylady Fri 22-Mar-13 19:56:57

If they cancelled then they have to give you a full refund surely.I would make noises about Trading Standards,local newspapers [letter to] and trip advisor.

orangepudding Fri 22-Mar-13 19:57:11

I would expect a full refund as they have cancelled.

YouTheCat Fri 22-Mar-13 19:58:53

I'd say it's fair enough. It'll cover their admin and they did offer you summer dates (which would probably be at a higher premium).

They can't control the weather or the fact that you have other arrangements for the summer. At least you are getting some of the money back.

RubyGates Fri 22-Mar-13 19:59:28

They cancelled not you. It's not your fault so they need to give you all the money back.

ENormaSnob Fri 22-Mar-13 19:59:37

As they've cancelled on you I would expect them to offer full refund.

SnotMeReally Fri 22-Mar-13 19:59:42

you paid for a service that THEY have decided they cannot provide.

You are not obliged to settle for a replacement booking, they are not entitled to withhold any of your money.

Don't let them get away with this (though I can sympathise, if they rely on this income, it will be a tough time for them)

PlasticLentilWeaver Fri 22-Mar-13 20:00:27

I would expect full refund. They cancelled and offered an unsuitable alternative.

YouTheCat Fri 22-Mar-13 20:01:52

Did you have holiday insurance?

SnotMeReally Fri 22-Mar-13 20:02:17

eh, you the cat? They can't control the weather or the fact that you have other arrangements for the summer....

so if you paid a deposit for a family meal out or something, and the restaurant canclled and only offered you a part refund because you were unable to rebook on any night they had available that's OK, just shrug it off?

No way!

flossy101 Fri 22-Mar-13 20:02:37

YANBU

I would expect a full refund.

INeedThatForkOff Fri 22-Mar-13 20:03:28

YouTheCat, what are you on about? Why would it be fair enough if they've sold a service they can't provide?

SnotMeReally Fri 22-Mar-13 20:03:48

as for covering their admin - first thats not the OPs problem, and second it would not cost them £40 to phone her and cancel, they are trying it on.

Domjolly Fri 22-Mar-13 20:03:49

I not cross at them dont get me worng we would have actually liked to go in the summer but because oh took the time off to go at easter hes now used up all his days if you add in the summer camping we will do

I just think its a bit cheeky and we are not gonna starve it we dont get the £40 back but i just thinking its the princeable

Domjolly Fri 22-Mar-13 20:05:32

Youcat its a camping site in the uk i have just looked on there website anout canellations and its only talks about what happens if we cancel not them

Thye cancelled, not you, so you should get that money back.

The only way they could keep that money, I believe, is if the amount was in their T&Cs and exactly waht it is for. I believe they can only charge a fair admin fee, if applicable, so £40 would not be considered reasonable.

SnotMeReally Fri 22-Mar-13 20:10:49

so what did they actually SAY about how much they were/were not refunding, and what did you SAY back to them?

Just wondering if they have simply made an error in the amount refunded or if they gave a reason for with holding some money?

ChippingInIsEggceptional Fri 22-Mar-13 20:11:28

YANBU - you should phone them tomorrow and tell them if the refund, in full, is not in your account by Tuesday you will be contacting trading standards. Don't let them get away with it, twats.

YouTheCat Fri 22-Mar-13 20:12:11

I am merely playing devil's advocate.

Here is what it says on the CAB website:

As an independent traveller you’re not protected by special regulations. If your holiday company wants to cancel your booking you should check the terms and conditions of your contract. If your holiday company has to cancel your booking they should refund your deposit. If the cancellation is beyond their control they may be able to keep some money to cover their expenses.

ChippingInIsEggceptional Fri 22-Mar-13 20:14:13

It is not beyond their control - people could still camp there. It would make a mess and take some money & effort to put it straight, but it's a situation that is within their control.

zwischenzug Fri 22-Mar-13 20:32:22

They're taking the piss, of course you should get your money back.

If they really are entitled to keep your money, I might decide to start a holiday company, take a load of bookings and then cancel them all and keep some of the deposits for "expenses". Sounds like a licence to print money.

YouTheCat
If your holiday company wants to cancel your booking you should check the terms and conditions of your contract. If the cancellation is beyond their control they may be able to keep some money to cover their expenses.

1) CAncellations fees and any clauses relating to them cancelling should be in their T&Cs. Op has said the clauses in T&Cs only relate to the customer cancelling, not the operator.

2) £40 is beyond what I would consider reasonable to cover their expenses. After all, it's a field, what expenses apart from a little paperwork, phone call to OP, etc are they likely to have that costs £40?

YouTheCat Fri 22-Mar-13 21:23:27

I have no idea what expenses. But I was only pointing out the possibilities. It would be worth pulling them up on their T and Cs.

MadamePenguin Fri 22-Mar-13 22:44:11

YANBU. I had a holiday cancelled by the operator a few years ago. They offered other dates, but I couldn't make them. They offered places on their other sites at the dates I had originally booked. I didn't want to go to any of their other sites. They gave me a full refund.

They can't give you the holiday you booked, you shouldn't have to pay for it.

CandyCrushed Sat 23-Mar-13 00:49:50

I would want all of my money back. They are being really cheeky and greedy.

KatyTheCleaningLady Sat 23-Mar-13 06:26:51

Have you posted about this on the campsite UK site?

Sallyingforth Sat 23-Mar-13 09:48:24

They are taking the piss. £40 would be reasonable if you cancelled but you didn't.
Insist on a full refund.

lljkk Sat 23-Mar-13 10:04:12

I think they are legally in their rights but they are daft because you won't book with them again, will you now?

Wonder if they are struggling for money and will close down by summer, anyway.

CandyCrushed Sat 23-Mar-13 10:12:01

If they don't give a refund I would post a factual and honest review on Campsite UK so that other people can be aware of what may happen if they were to get their bookings cancelled by the campsite.

WMittens Sat 23-Mar-13 11:31:52

I would want all of my money back. They are being really cheeky and greedy.

So they have to do two lots of admin (1. take the booking, 2. process a cancellation and refund) and make nothing out of it and they're being greedy?

what expenses apart from a little paperwork, phone call to OP, etc are they likely to have that costs £40?

Do you think they're sitting in a field with a telephone, or an office with furniture, rent/mortgage, utilities, staff costs (and associated employers' NI and tax), credit card and banking charges etc.?

SoupDreggon Sat 23-Mar-13 11:34:29

So they have to do two lots of admin (1. take the booking, 2. process a cancellation and refund) and make nothing out of it and they're being greedy?

Yes. That is the risk they take running a weather dependent business.

WMittens Sat 23-Mar-13 11:51:26

Yes. That is the risk they take running a weather dependent business.

OK, that's cool. It's a valid point actually, maybe we should be supporting the economies of Greece and Spain and holidaying there, rather than UK businesses.

SoupDreggon Sat 23-Mar-13 12:54:44

hmm

Yes, because that is absolutely the same thing as refunding a client where you have cancelled their holiday isn't it?

TarkaTheOtter Sat 23-Mar-13 13:02:13

YANBU I don't think this is beyond their control.

In the UK early spring can be very wet. If you own a campsite that is liable to flood if we get rain in early spring (not exactly an unusual occurence) don't take bookings until late Spring/Summer. The campsite know the condition of their land and how well it drains, the customer does not so it is ridiculous that the customer should bear the risk.

Name and shame OP, this is awful customer service and potential campers should be aware.

MummytoKatie Sat 23-Mar-13 13:32:52

Agree with Tarka. In fact I'd go further. There are various measures that can be taken to prevent or reduce flooding. They generally cost money. If the campsite chooses not to take them then it can hardly charge the customer for the fact that the field floods. And if they have taken them and the field still floods then I wonder if it is a suitable field for a campsite anyway.

Looks out to the paddling pool that is the path at the bottom of her garden and remembers how 4 years ago before the council sorted the drainage it would have been a raging river by this point.

Decides against setting up a campsite on her garden.

The Op has made a loss here - her husband is using up a week's holiday and ey are not able to camping. That is the risk you take when you book a UK holiday. But you shouldn't have to risk the campsite cancelling your booking and refusing to give you your money back.

AlbertoFrog Sat 23-Mar-13 15:23:19

You have my sympathy OP. We have a caravan booked for a week in Dumfries & Galloway and were half an hour from leaving on Friday when we got the phone call telling us the park had had to close due to the weather.

We've been offered a change of dates or a full refund but are holding off in the hope we can salvage a couple of days away during the week.

hopefloats Sat 23-Mar-13 15:44:31

Who sleeps outside in March, for goodness sake? You had a lucky escape imo.

Domjolly Sat 23-Mar-13 16:21:56

Hi everyone thanks a lot just rung them

I think they were just trying it on I told him I was confused as to why he should keep my £40 he said there was a mistake made by a underling hmm
Any who got the money back gonaa go with oh and ds to see jack the giant slayer smile

Domjolly Sat 23-Mar-13 16:22:59

hopefloats Sat 23-Mar-13 15:44:31
To be fair this time last year it was 28 degrees

YouTheCat Sat 23-Mar-13 16:23:03

Good result then.

I think you've had a lucky escape, the weather is foul. smile

CandyCrushed Sat 23-Mar-13 16:50:29

Maybe he is a MN'er??? confused wink

Good result. smile

nicole5446 Sat 23-Mar-13 18:21:14

File a chargeback on your card, or threaten to.

WMittens
what expenses apart from a little paperwork, phone call to OP, etc are they likely to have that costs £40?

Do you think they're sitting in a field with a telephone, or an office with furniture, rent/mortgage, utilities, staff costs (and associated employers' NI and tax), credit card and banking charges etc.?

I was talking about reasonable expenses in relation to the cancellation. Even banks got slated for the size of their charges in relation to the actual expenses of dealing with a customer overdraft.

And in this case it's not as if the customer cancelled. The operator cancelled and T&Cs do not appear to cover this situation so they can't just make up a fee on the spot.

AlbertoFrog Sat 23-Mar-13 22:34:05

Yay - result OP.

Enjoy Jack the Giant Slayer and stay warm and dry grin

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