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Carla_mac

Secret Escapes Ltd- hotel booking Lanzarote cancelled due to Covid 19

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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. 
 

 

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Hi Carla and Welcome to CAG

 

The following topic may be of interest to you rather than repeat all the advice here.

 

 


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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. 
 

 

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credit or debit card?


please don't hit Quote...just type we know what we said earlier..

 

if everyone stopped blindly paying DCA's tomorrow

the biggest financial industry in the UK, DCA;s would collapse overnight.

 

 

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M&S MasterCard 

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which can be either…..

 

you don't do a chargeback on a credit card

 

you do a CCA section 75 claim as the provider is equally liable 

they can't refuse in most cases.esp regarding the current climate 

 

 

 


please don't hit Quote...just type we know what we said earlier..

 

if everyone stopped blindly paying DCA's tomorrow

the biggest financial industry in the UK, DCA;s would collapse overnight.

 

 

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