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 I also am unsure as to how they would charge me when the card I paid a deposit with is no longer valid.

Nadine gets glowing reviews on Trustpilot.

She does. Despite her terrible email style

I would try and reschedule - as much as you have fallen out with them if it's going to cost you this much anyway may as well get the holiday and then avoid them as a company in the future

That email overrides their T&Cs OP, there's no way they would win in court even if they did take you. Personally I'd write to them (recorded and signed for) formally cancelling the holiday and enclose a print out of that email, saying that as per the email received on X date you won't be paying any further cancellation charges. That way you've officially cancelled regardless of how long it takes you to get through to someone.

That email means you can't lose any more than deposit IMO

They might well initiate a small claims against the OP as they don't look that healthy financially on Companies House. However Nadine's email is quite damning for them.