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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To complain to the banking ombudsman over this?

51 replies

ShittingHell · 03/03/2021 08:36

I've had a 'non refundable' hotel only booking in Paris for the end of March. It was booked at the beginning of last year. Not covered by insurance I've already checked. Obviously the trip will not be going ahead. The hotel and associated theme parks are all closed. Flights were cancelled and tickets refunded. Just the hotel which is an offsite partner Disney hotel. They won't budge and refund despite several requests. They may let me amend but I'm going to struggle with this as have limited holiday from work, other things already transferred from last year and no idea when we would be allowed to go abroad anyway! I've claimed on my credit card. They've rejected it because I tried to cancel before the hotel did apparently. This is true but only because I knew this was going to happen. I feel it's a cop-out. The CMA states you can't be charged for services you haven't received yet I'm being told tough! Not sure whether to leave it, try and squeeze the break in later in year and hope for the best or keep on fighting. Help!

OP posts:
MamaMeAh · 03/03/2021 08:41

The clue is in the 'non refundable' I'm sorry to say. Them amending it is a courtesy, I don't think they have to offer it
I do hope you get it sorted though

AllThatFancyPaintsAsFair · 03/03/2021 08:45

I don't know the legalities but assuming a complaint involves filling in some kind of form why wouldn't you try? There's no downside to them turning it down, you can't end up in a worse position.

Original poster
ShittingHell · 03/03/2021 10:09

In normal circumstances I would totally agree non refundable means just that. But it's all closed, we want to go, it's not my fault!
I'm worried if I take it further too that the travel date will have passed then I won't have the option to amend either.

OP posts:
MamaMeAh · 03/03/2021 10:18

I can honestly see your point but it stated, non refundable and you had no insurance. You also tried to cancel it before the hotel did which suggests you weren't prepared to travel
No its definitely not your fault you couldn't go but it's not theirs either
There's nothing stopping you to keep trying though
Again I wish you luck, it's a shit situation

user1471457751 · 03/03/2021 10:19

Surely you just need to wait then for the hotel to cancel your booking? Which if they are going to be closed over the period of your stay they will have to do at some point. It seems you've jumped the gun a bit in trying to claim the money from the credit card company.
If the hotel don't refund after cancelling your booking then you can go to the credit card company

Brainwave89 · 03/03/2021 10:29

Unfortunately I cannot see you getting a refund. If the hotel is still open for French guests, then it will not need to cancel the booking. If it does cancel, then obviously you should get a refund. Travelling at the moment is however, a quite precarious business. Strong advice would be to book holidays as a package where protections are greater.

SendMeHome · 03/03/2021 10:53

You can try, but the CMA advice is “guidance”, and so far they’ve done nothing to enforce it. We tried to use it for our wedding, which couldn’t happen, and the venue said they couldn’t afford to refund... it didn’t work. There’s loads of people who’ve tried to use it against travel companies and you don’t hear of much success... there are six active court cases against our honeymoon company and nobody has won yet...

I wouldn’t be confident but you can give it a go.

choosername1234 · 03/03/2021 10:58

I don't think the CMA or any UK organisation have any authority over hotels in another country.

If you paid on credit card you could try getting your money back that way perhaps

Onjnmoeiejducwoapy · 03/03/2021 11:07

I think you would be best to try to amend the booking to a new date later in the year

dogsaremypeople · 03/03/2021 11:28

I would take this as a lesson to not book non refundable and to make sure you always have insurance.

MadeOfStarStuff · 03/03/2021 11:45

YABU

You just need to wait for the hotel to cancel. You tried to jump the gun claiming on your credit card for something you were cancelling, not the provider. It’s a non-refundable deposit, you’re not entitled to get it back if you cancel.

Original poster
ShittingHell · 03/03/2021 13:07

The hotel was paid in full on credit card at the time of booking. It is closed and they've announced closure in Jan. They still won't refund (only amend) and the Halifax bank are now agreeing with them saying I shouldn't have tried to cancel beforehand. I only did so because I knew it wouldn't open. They have rejected my credit card claim

OP posts:
TheQueef · 03/03/2021 13:09

@choosername1234

I don't think the CMA or any UK organisation have any authority over hotels in another country.

If you paid on credit card you could try getting your money back that way perhaps

Did you even glance at the OP?
VinylDetective · 03/03/2021 13:10

What do you think non refundable means? In my world it means you don’t get your money back.

TheQueef · 03/03/2021 13:11

Simon Calder was on about this but I can't remember which radio show he spoke on.
Have you checked MSE for info?

LaceyBetty · 03/03/2021 13:12

It sucks OP, but this has happened to a lot of us over the past year. The best you can do is amend or spend hours and hours of your time fighting it and getting nowhere but more annoyed

AnneElliott · 03/03/2021 13:12

When is the date of travel? I would not try and move it yet, wait until closer to the original date and then surely the hotel will cancel on you? At that point they should refund as obviously it's not your fault they're closed! And if not, you can ask the credit card again since at that point the hotel has cancelled on you but not refunded?

AnneElliott · 03/03/2021 13:13

Sorry just seen travel is at end of March. I'd wait until a few days before and see what the hotel say then.

Original poster
ShittingHell · 03/03/2021 16:17

I'm assuming if I amend the booking then I've no chance with the Ombudsman have I?

OP posts:
Onjnmoeiejducwoapy · 03/03/2021 18:49

You don’t have a chance with the ombudsman anyway. They’re non refundable, they are giving you an option to rebook. There is no potential disagreement there.

peak2021 · 03/03/2021 18:52

Peut-être parlez avec l'hotel en français.

(It goes a long way and they are usually more co-operative).

Ownerofmultiplechimps · 03/03/2021 18:54

@ShittingHell do you mind if I ask if your account was refunded initially as part of your claim then the credit removed when they declined it?

HundredMilesAnHour · 03/03/2021 18:57

I'm assuming if I amend the booking then I've no chance with the Ombudsman have I?

You've no chance anyway. You'd just be wasting their time.

Either accept amended dates or take the loss.

malmi · 03/03/2021 19:21

If the hotel is going to be closed on the dates you've booked then of course you should get a refund. "non refundable" my arse! That's if YOU change your mind. Not if they are closed.

24butfeeling80 · 03/03/2021 19:30

You booked it during Covid.. on a non refundable booking. You unfortunately don’t have a leg to stand on.

Had you booked before CV you’d probably have a slight chance, still non refundable but may have been able to fight it.

But more fool you for booking in uncertain times let alone on a non refundable basis.

I understand your frustration but you can’t really blame anyone but yourself Sad

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