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Original poster

Sykes Holiday Cottages - refusing refunds

226 replies

inmylifeIlovedthemall · 22/03/2020 20:09

I am wondering if anyone else is caught up in the ‘no refunds’ policy that Sykes Holiday cottages are adopting in relation to Coronavirus.

Despite Boris imploring us to stay at home and numerous representitives of the Travel Industry asking us not to travel to tourist hotspots, Sykes are refusing to allow cancellations and refund holiday payments. They are offering rebooking options, but at massively increased prices for the same period in 2021.

They have sold Insurance alongside their holidays, but those policies do not cover the current situation.

So for me the choice seems to be ‘do the right thing’ and stay home, losing the total cost of the holiday.

I was travelling to meet a group of friends & family and all have been able to cancel at no loss to themselves. It just appears to be Sykes taking this stance.

Is anyone else caught up in this? Are there other holiday companies taking the same stance?

OP posts:
Thread gallery
5
Piggywaspushed · 02/04/2020 07:48

Whole payment OP Sad

Original poster
inmylifeIlovedthemall · 03/04/2020 11:58

Have you managed to get hold of them Piggy

In my experience they are becoming more and more strident in their approach and refusing to respond to any correspondence.

I had a phone call yesterday where I was advised that they are taking legal action against me for the balance of my holiday payment.

When I try to go back to them they are cutting off my phone calls and just not responding to emails.

OP posts:
PinkSparklyPussyCat · 03/04/2020 12:07

I grudgingly rebooked my holiday for next May. They then had the cheek to ask for feedback on how they are doing, which I’ll be more than happy to give them! Sadly I think I have to give them one star as zero isn’t allowed!

mackerella · 03/04/2020 12:59

Sorry to hear so many of you are having a shit time with Sykes - a friend was raging about them on Facebook, too Sad.

Just to add to the list of companies who have been helpful: we had a cottage booked on the Isle of Wight for the Easter holidays (we were supposed to be going today!) and Classic Cottages (whom we booked with) have been very friendly and helpful throughout. We didn't actually try to get a refund because we were keen to go later in the year, but as soon as it was clear that the country had locked down, they let us move our cottage and ferry bookings to October half term with no quibbling. We haven't had to pay any additional fees, or even the small increase in price (why is October more expensive than Easter? Confused) Again, I think they're a relatively small company (all their properties are in the south and southwest), so maybe that's why they've been less rapacious?

Piggywaspushed · 03/04/2020 13:57

Nope OP, no response to emails and my initial email was simply to ask them to give me my credit note.
Holiday is supposed to be on Monday.

LegoBloodyHurts · 03/04/2020 14:34

mackerella that’s surprising you have had a good experience with Classic Cottages - they are getting lots of angry customers on their Facebook page. My sister is just one having issues with them.

Lochroy · 03/04/2020 15:13

I know this doesn't help, but we've been impressed that Center Parcs offered a refund without asking, or a £100 discount if you rebooked, although you have to make up any net difference in price if your new chosen date was more expensive. Great example, IMHO.

Porcupineinwaiting · 03/04/2020 15:20

Anybody can print out a 7 day self -isolation certificate from 111. Just saying.

mackerella · 03/04/2020 17:27

That's interesting, Lego! I did say thank you to the person I spoke to last week (on their customer service line) and she said that if only everybody had been as happy with them as I had! What's your sister's problem?

mackerella · 03/04/2020 17:30

I should say: I phoned them in mid-March initially, and they said they wouldn't let me rebook because government advice was that it was still ok to travel (even though I was already working from home from 16 March and it was clear by then which way the wind was blowing). They were very accommodating once the lockdown was announced, though - they immediately let me change the booking to one later in the year.

Karwomannghia · 04/04/2020 07:11

At cottages they’ve said that they can’t refund and when I said I can’t rebook at the property because it was booked in school holidays they said we could choose another property so we’re going to try that.

Piggywaspushed · 04/04/2020 07:41

mackerella was that the same cost?

Not everyone is happy or able to rebook for a different date.

Piggywaspushed · 04/04/2020 07:43

Oh sorry just read your PP.

Good that they didn't make you pay more ; this is another way in which Sykes is behaving shockingly.

Otherrooms · 04/04/2020 07:52

.

TravellingSpoon · 04/04/2020 07:53

I have a Sykes looking for the summer holidays for 5 days.

I have only paid the deposit so far, with the balance due in June. Am hoping we will know a bit more by then.

People have long memories. Sykes need to be careful. From my experience, people who book holiday cottages tend to book a cottage for most holidays, so they could be doing themselves out of a lot of business in the future.

roses2 · 04/04/2020 09:44

How can this be legal if they can no longer provide the service? Do you have insurance to cover this? Credit card protection? Tweet your local MP?

Airbnb were very good and offered refunds before the lockdown as clearly they saw it coming.

Piggywaspushed · 04/04/2020 15:09

I pay by debit card and no insurance . Never use travel company's company insurance because of DH's medical condtions and tbh have never insured a UK cottage holiday before.
Not sure insurers are paying out anyway.

My MP is Nadine Dorries....

Piggywaspushed · 06/04/2020 08:30

So, today's the day I should have been going and I have not heard a peep from Sykes.

No4tune · 06/04/2020 15:31

They put this on the website they know of the Government Advice;
With the safety of our customers and owners in mind, and in line with the latest travel guidance, we are only accepting new bookings that have a check-in date after the 4th June 2020. For more information please read our latest coronavirus update. (Last updated: 2nd April 2020 13:36

Further I think they are liable under their own cancellation policy:
11.1.1 we become aware of any health and safety or quality-related issue with the applicable Rental Services or Property or its immediate surroundings (for example contamination to the Property's water supply);
I think the health caveat covers, it in conjunction with their acknowledgement of the Government advice and the fact they are taking no further bookings till June.

Piggywaspushed · 06/04/2020 16:39

I am sure they would wriggle out of that! I will quote it though : should I ever speak to them.

They are aware, yes, but they are not communicating at all with people who did book with them. It is infuriating!

Piggywaspushed · 07/04/2020 13:10

If anyone is still here, can you help me disentangle what this even means?

You elected for a credit; we plan to issue you with all funds returned to us by the owner of the property to your original payment method (i.e debit / credit card).
To make whole and as a goodwill gesture we will issue ex-gratia account credits to your account for the value of our commission and fees which we were paid by the property owner for facilitating your booking.
These credits can be used at any of the Sykes portfolio of properties for holidays departing within 24 months from the date of issue

Karwomannghia · 07/04/2020 14:24

Just means they’ll hold your payment to be used against another booking but they won’t charge another admin fee or take that off.

MolotovMocktail · 07/04/2020 14:45

Really? I got the same email and it seems to be saying they will refund the money to your payment card?

Piggywaspushed · 07/04/2020 14:49

I thought it meant they refund part of it and put the rest in a credit note!

It's so evasively worded.

Karwomannghia · 07/04/2020 18:30

Sorry not sure now!

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