M&S MasterCard

Hi Andy I wasn’t sure if the same terms apply with the booking not being made for a hotel in the U.K? I’m unsure what to do as the charge back was refused when we spoke with a customer service agent who said MasterCard were refusing to process any chargeback’s related to Covid 19. We haven’t been sent that in writing, just the say-so of the agent.

Hi all I’m new here Hope everyone is safe and well. My partner and I booked a hotel with Secret Escapes Ltd for a 5 night stay in Lanzarote for 17th May. We were contacted in March and advised that the hotel will be closed for our dates due to Covid 19. We asked for a refund and was advised that hotel-only bookings through SE were non-refundable as stated in the T&C’s. We booked the flight separately through Ryanair ( that’s another problem!) so aren’t covered by ATOL. I contacted the hotel directly as SE advised our contract is with the hotel, not them. The hotel said we could look to change dates but would have to pay their advertised price... which is 80% more than what we have paid! We then contacted our credit card provider to request a charge back as the hotel were unable to provide the service we have paid for and this was refused on the basis that the T&C’s state hotels are non-refundable. If we were cancelling the hotel by choice then I absolutely wouldn’t expect a refund but I believe that under the circumstances we should be offered a refund as the hotel has closed and we are paying for a service that is no longer available. Is anyone else in a similar position? If so what have you put in place to resolve your issue? Any advice would be appreciated thank you.