Avoid Destination2- cancellation fiasco

[spinyffud]

I had booked a 10 night stay in a hotel in November 2019 with Destination2. I paid a £150 deposit in December 2018 with an Amex, which I no longer have. In March I realised that I would have to change dates due to a family wedding. I tried calling their after sales team numerous times and also emailed with no response. Eventually I got a reply to ask what dates I wanted to change to, despite my original email clearly stating this. I lost all confidence in them as an agent and advised that I wished to cancel my reservation. They immediately replied(despite all other emails taken several weeks to get a response) to advise that I would be charged 70% of cost (£2200).

I feel that this is ludicrous with nearly 6 months to go until travel. I also am unsure as to how they would charge me when the card I paid a deposit with is no longer valid.

That is a thought, although I'm sure takers will be limited! I half hope that the company may agree some in between figure, but am being naive. If I ever got to speak to a rep then maybe I could ask!!!

Even if you signed a contract, you could still argue in court that their cancellation fee terms are unreasonable.

According the the citizens advice bureau the company should

" only charge you the amount they’ll lose - they should try to sell the holiday to someone else. If you think they’re charging too much, ask how they worked out the cancellation fee."

Especially if they haven't made the cancellation fee clear previously, I'd be tempted to say that you're not paying. There has been a bit of backlash against companies charging excessively.

www.moneysavingexpert.com/news/2019/04/holiday-firms-warned-over-unfair-cancellation-rules/

I actually got a quote on line but booked and paid deposit over the phone to an agent (whose name I remember). I was most definitely not advised of cancellation charges (if I had of been I would be have booked). I have went through all my booking documents that were emailed through and there is no mention of any cancellation details, apart from a ‘please see terms and conditions’. Surely I have been misled on this booking??? Living in hope!

This was the email to confirm booking ....

And the second page

And I’ve went through email trail pre phone call where she quoted ... and she stated only deposit until full balance paid.... I’m not an idiot!!!

It’s going to be ok isn’t it? Anxiety not really abating!

Poor you. That email is fairly categoric. I would escalate this within the company with that email to hand and ask them why they feel they can’t resell this holiday so far in advance.

They may well not take the OP to court precisely because they wish to avoid arguments about unfair contract terms and a precedent in a consumer's favour being set.

Usually when you book a holiday there is information detailing cancellation charges in the documents they send you, usually listed in the booking terms and conditions. That amount seems extremely high given your not going until November.

What exactly is listed in their terms and conditions re cancellation?

Just saw that email from Nadine... looks like someone doesn't know what they are doing on their side. Definitely escalate it.

But if you initially rang them to change dates just change the date?

Ignore the poster who thinks they won't pursue you through court.

That email from Nadine is terrible though.

Is the wedding in the middle of your holiday or at the end? If it's at the end and you really want the holiday then maybe you can get flights home a couple of days earlier and get a week in Mexico rather than loose all your money.

Do you think they're deliberately ignoring your emails until you hit the 14-week deadline? That's what I'd do if I were a twat running a horrible company.

Also Nadine might lose her bonus if you cancel, so she's certainly not going to help you do that.

I'd research go straight to their social media accounts and PLASTER them with your questions and concerns. That'll motivate them to fix things.

Nadine’s cooked their goose quite nicely, hasn’t she? I’m with @fairweathercyclist. So many reasons they won’t take you to court, OP. Expose them on Twitter to make doubly sure.

Also human so you keep saying.

Expose them on Twitter? 😂 How many followers is the OP likely to have?

Either way, I know an independent travel agent and they do take people to court to claim money owed. It's not nearly as difficult as it sounds and if businesses didn't do this they wouldn't survive because nobody would feel obliged to stick to the terms they agreed to.

Pentago

The OP might not have many twitter followers, but Destination might have loads, and they'll all see a post to them... won't they?

can you just change the dates and then not go if that means all you'll lose is the deposit?

That's true. But they can simply reply to the tweet that OP cancelled a holiday and failed to see out the contract. I've never heard of them and I travel a fair bit. Certainly don't follow them on social media

Just looked. They've managed to accrue a whole 964 followers since 2012 😂🤦🏽‍♀️.

A company that small will seek out what it is owed. I'd change the date OP

@pentago, have you ever got a resolution via Twitter? I’m assuming not. I have on several occasions. It’s a great way of bringing customer service to heel. I’ve just banked the cheque British Gas customer service said they couldn’t pay.

British Gas are a much bigger company. Off the scale compared to these independents.

The advice that you are giving the OP is dangerous and could cost her.

You can not possibly know they won't take it to court. But I 100% know that they could if they wanted to. And a small travel agent is likely to if they can't resell the holiday. Otherwise why have t&cs in the first place?

Because they’re thieves.

Or to protect their business?