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Original poster

Hotel voucher refund refused

15 replies

Triedgoogle · 18/02/2021 12:40

We have an overnight stay in a hotel booked through itison (similar to Groupon) this was moved from last year by the hotel. We now cannot go again due to covid restrictions in place. The hotel have advised they can move the booking to next year but I would prefer a refund and could now do with the money back. Itison are stating in their terms that customers can't get a cash refund due to covid cancellations only a voucher valid for 12 months to the same value. Has anyone been in the same position and can advise if they can they legally do this? I paid for the voucher with my credit card.

OP posts:

Stompythedinosaur · 18/02/2021 12:44

I think that's the catch with Groupon type vouchers, they have a lot of terms and conditions that make them tricky to use. The last time I booked a voucher we were unable to use it as the activity was "subject to availability" and wasn't available to be booked on an evening or weekend during the time it was allowed, so it went to waste. I don't book this sort of thing any more.

Original poster

Triedgoogle · 18/02/2021 12:57

I've used them a lot before with no problems but obviously regretting buying this one. It's for £200 the most I've ever spent with them and a lot of money to me. I could do with it to help with my increasing food and gas bills due to us being at home all day. I won't be using them again if I can't get a refund.

OP posts:

Chocolategirl19791 · 18/02/2021 13:00

I would push them for a refund. I k so people who got refunds last year for some of the autumn events they couldn't travel to because of the tiers but I think it took a bit of pushing itison to get the cash refunds

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Original poster

Triedgoogle · 18/02/2021 13:02

I've emailed again so hopefully I'll get a reply although they are 10 - 12 days for a response 🙄

OP posts:

CodenameVillanelle · 18/02/2021 13:03

They are offering to move the booking again. This is one of those things you need to suck up really.

Original poster

Triedgoogle · 18/02/2021 13:09

I had thought it would be much the same as airline bookings which were giving out vouchers. That you could refuse to accept another voucher and could request a cash refund instead but that doesn't seem to be the case unfortunately.

OP posts:

PrincessGraceless · 18/02/2021 13:16

It’s sounds like a frustrated contract (I’m not a lawyer though) and in most cases you will be entitled to a refund. Many companies have added COVID clauses but if robustly challenged, they often don’t stand up. You may well be able to claim refund through credit card company if you haven’t had the goods (which you haven’t), and they have I think it’s 45 days to appeal. Not quite sure how any of this works with vouchers though. Ring the Citizens Advice Bureau helpline - they will be able to talk you through it.

ChrissyPlummer · 18/02/2021 13:33

Make a section 75 claim through your cc company.

okokok000 · 18/02/2021 13:44

@ChrissyPlummer

Make a section 75 claim through your cc company.

Agree you should try this, but it will ultimately depend on the t&cs and whether you were made aware of them / given a copy at the time you booked.

Original poster

Triedgoogle · 18/02/2021 13:46

Yes, I think I'm going to go through my credit card for a refund. I've had a look on Google and it seems that I should be able to refuse the voucher even with coronavirus terms and conditions. If the company went bust before I could use the voucher I would lose the money altogether.

OP posts:

dragonsmoke · 18/02/2021 13:52

Yes, call your bank. I obtained a refund via the claims process for something similar.

AntiHop · 18/02/2021 13:54

Why don't you want to reschedule?

Original poster

Triedgoogle · 18/02/2021 14:03

It's not that I don't want to go. But I'm not working at the moment due to the lockdown. And with us all at home my bills have gone up. I'm not in the same financial position I was when I booked at the beginning of last year and could just do with the money atm. I would hope that things were back to normal for me financially by this time next year. But that doesn't help me now.

OP posts:

FoodieToo · 18/02/2021 14:34

Sorry but I don't think you have a chance of a refund. They have offered 12 months on it .

redheadwitch · 22/02/2021 13:56

I'm in the same boat, OP. Hotel is closed and the deal expires in April. I've emailed to say that I wont accept a credit and that I want a cash refund. I don't see how they can refuse it as the item I purchased hasn't been provided. I rebooked the date three times and now the expiry date is looming. Its all been outwith my control. One of the times it was cancelled, we weren't even in a full lockdown, the hotel just chose to close. I was very keen to attend!

12 months credit isn't sufficient as I may be able to find a better deal elsewhere. They havent extended my original purchase for 12 months, they are merely offering credit which must be used within 12 months. So what happens if we have lockdowns on/off for the next year and I dont get the chance to use the credit? No thanks, far too many ways this could go against me.

Like yourself, I have got the 10-12 days for a response email. Yet another example of companies using CoVid as an excuse for rubbish customer services.

If I dont get my cash refund, I will go through my credit card for a reclaim.

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