TLDR: Should a company refund after the AI email bot, told me incorrect information, and seems to have been programmed to agree with the customer.
Change a few details as I might want to follow this up in real life.
Booked and paid for something - let's say a camping pitch in a large field.
Used a company I have used lots of times before- normally they own the field, sometimes they rent pitches (I didn't know this)
Due to emergency at home I couldn't travel on the expected date, so I contacted the email given and asked if I could turn up later in the week- I still wanted to use what I had paid for, I just couldn't get there on time.
I didn't realise in the initial conversation that it was AI as it was over email so I didn't read the reply immediately and it was signed off by a person's name.
In writing I have proof that the customer service email chat said:
It is ok to turn up at any time during the booked period
I double checked this and was told again
You have paid for your pitch, you can access it at any time during the booked period
Then I asked if it was ok to downgrade (I had a more premium option but without DH who now couldn't travel I wouldn't be able to do it on my own, so wanted to downgrade to the cheaper easier alternative (so in this scenario we were bringing a caravan and wanted to downgrade to tent)
AI email said
It is fine to downgrade but there will be no refund due to price difference, just let them know when you arrive
Brilliant, exactly what I needed.
When I arrived (four hour drive) I was told my booking was immediately cancelled due to no show, and that the original company has kept the money and not sent it on to the campsite.
Apparently it is NEVER possible to retain pitch without attending.
Thankfully it was out of season and they took pity on me (they don't normally accept on the day bookings) but obviously I had to pay again to stay there.
Finally got through to a human who said all bookings are non refundable* if cancelled with less than a week's notice - they will not read or consider what the AI bot said.
*This is what I was expecting, but I would still have needed a letter from them so I could claim on my travel insurance.
AI really BU to expect them to honour what they had put In Writing(!)?
Editing to add that it is never possible to turn up after the first day, regardless of who owns the site. Bookings are always cancelled after no show on the day