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Original poster

Center parcs Europe refund refusal

27 replies

Sunbo · 06/04/2020 16:01

Does anyone else have a booking with a center parcs in Europe ie a non-UK site?

They will not refund the amount we have paid for a holiday next week, only offering a voucher and then holiday needs to be rebooked within 12 months. Obviously I would rather have the money back but they are refusing. Any advice please?

OP posts:
Chocolateandcarbs · 06/04/2020 16:05

We had a break booked in the UK. We rearranged the dates and they (quiet rightly) waived the fee they usually charge to change the dates. However, I contacted them when this all started and was advised that if the site were forced to shut then I’d be entitled to a full refund. Perhaps their policy has changed?

Original poster
Sunbo · 06/04/2020 16:31

I thought the UK center parcs were offering full refunds?

We were booked to go to one in France so interested in anyone that has a booking with center parcs Europe as have been told they are a separate company to the UK one.

OP posts:
KellyMarieTunstall2 · 06/04/2020 16:35

Can you claim on your travel insurance?
We're booked to go to CP in France for may half term, I doubt we'll be going.

SheilaFentiman · 06/04/2020 16:42

The 'refund within 14 days' is a UK rule and I have read that UK travel firms are lobbying to move this to a similar system to other countries i.e. a voucher for an alternative or at least longer to process the refund, so I suspect you may be stuck with their offer!

Original poster
Sunbo · 06/04/2020 16:52

@KellyMarieTunstall2 I can claim on travel insurance but have to pay £100 excess.

Not sure whether just to do that and accept the £100 loss so that I at least have most of the cash back rather than a voucher. No idea when we will be able to travel again and if the company goes bust then a voucher is worthless

OP posts:
UhKevin · 06/04/2020 16:55

Not sure whether just to do that and accept the £100 loss so that I at least have most of the cash back rather than a voucher. No idea when we will be able to travel again and if the company goes bust then a voucher is worthless

Same situation, just not a CP holiday. We’re opting for the excess; for us it’s a small price to pay not to be tied into anything.

Aesopfable · 06/04/2020 16:55

Did you pay by credit card? If so, try claiming from them.

Original poster
Sunbo · 06/04/2020 17:02

Unfortunately didn’t pay by credit card.

@UhKevin yes think I may have to do the same

OP posts:
Bluebeetle7 · 17/04/2020 12:19

Hi @Sunbo, we are in exactly the same position - wondered if you have had any luck?

Original poster
Sunbo · 17/04/2020 12:31

@Bluebeetle7 not been able to get a refund from them so going through insurance, but will lose £100 due to excess fee :(

OP posts:
Bluebeetle7 · 17/04/2020 13:01

Sorry to hear that :-( Did you try quoting the Consumer Rights Act 2015 like @Theyweretheworstoftimes mentioned or did they still not budge?

Bluebeetle7 · 17/04/2020 13:10

Also, in case of help, I found this - I'm not 100% but pretty sure Pierre&Vacances are the company for some Center Parcs in France (our booking was for Villages Natures and this seems to be where our contact has come from). One thing I notice in the questions futher down is they say that the voucher is valid for 18 months and if you're unable to rebook in that time then they will then offer a refund. I know it might not be much help as it still means trusting that a company will not go under for 18 months and being without the money for 18 months. But in case of interest.

www.pierreetvacances.com/gb-en/covid-information_ms

Breadandroses1 · 18/04/2020 07:34

Ah this is useful, thanks- we are supposed to be going to De Vossenmeren in May half term and am 99.9% sure it won't happen, although they are still saying they will be open. Eurostar are also saying vouchers but it looks like they will refund if pushed, as it's in their T&C.

I would rather have a refund- we might go in October half term (we have a 2 week half term so can go without a massive price home) but it's much less appealing in October and would rather play it by ear for something in the UK instead at the end of the summer. I did pay by credit card so that's another option.

Someaddedsugar · 18/04/2020 07:39

@Chocolateandcarbs have you asked for a refund following moving your break?

We were due to go to UK CP in the Easter holidays but when the email came out about waiving the admin fee we reluctantly moved our booking to later in the year with an additional £900 to pay for the booking as this was the only week we could all go where the additional fee didn't end up over £1000 (us and in-laws staying in 2 lodges).

When they then closed CP and started offering refunds we asked if we could have a refund as we weren't aware this would be an option but were told no as we'd already moved the dates despite us not wanting to pay the extra.

J9PYN · 19/05/2020 19:17

That's where we were going at the same time!
We cancelled 5 weeks before travel to get 70% back rather than a voucher. I've not received a voucher and they didn't process my cancellation. Spent a fortune calling them to discuss and numerous emails through the complaint page on p&v website but they reply via email to say this is resolved as they don't answer the phone.

TheLette · 19/05/2020 20:01

Certain countries have changed their laws and are allowing companies to give vouchers instead of refunds in some cases. So I suggest you Google the relevant country's rules to see if they have changed. Difficult to challenge the voucher if the law specifically allows it.

Gdissky · 10/07/2020 12:30

I've just been refused a refund .I have insurance too. Wont book again after this holiday

13loki · 19/07/2020 19:32

@J9PYN - same with us. I'm wondering now if we don't rebook we will get it all back after a year, as of you book a cheaper holiday you get the excess back? I actually called and cancelled before the last 70% was due, they didn't cancel and withdrew the balance from my bank account (travelling with extended family - 13 of us so it was a month of my salary taken)

Gdissky · 20/07/2020 07:47

I was refused a refund too. And we have insurance. Sent a complaint in.waiting for a reply strangely call centre is closed hmmm!

Bluebeetle7 · 24/07/2020 18:15

Hi all, I think we MAY have had some luck after I found something on another forum, so wanted to share...

If you've booked with Center Parcs Europe (ie. not UK-based holiday), some/all of the sites are under Pierre et Vacances ownership, so when you go to contact them you have to go through a contact form on their site (www.contactariane.com/?l=en). I tried contacting them tons of times by selection the 'Covid-19' option for my complaint, and all I ever got was automated emails. But someone helpfully said on another forum that if you select the option for 'Access to your personal data' you get through to a real person - and it seemed to work! I've just had an email back saying they will refund it all but that there may be a 'small delay'. So although I can't say I've actually received it yet, hopefully it will be refunded soon. Fingers crossed.

Wanted to share in case this helps any of you!

Baxdream · 08/09/2020 09:27

We're due to to center Parcs Holland for Christmas.
What are our chances of getting a refund? We can't quarantine when we get back so I'd rather just cancel now!

dirtybreach · 25/10/2020 10:30

Did you ever get your refund, as we are now doing what you did, as been round houses, and taking your advice

Baxdream · 26/10/2020 17:12

I got mine agreed today as a refund

catturlier · 11/03/2021 18:04

Has anyone got a refund from Pierre et Vacances? We were due to ski in April 2020, were only offered vouchers (not a refund) and so we rebooked for April 2021. Obvs cant go. We cannot get hold of P&V, and we dont know how to get a refund now. Anyone able to help?

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