TZ-UK Forums TZ-UK Forums Franky Four Fingers
My in-laws enjoyed a lovely week down in Devon last October and were impressed enough to book again this coming June. Sadly my FIL passed away at the start of march and it became quite clear that the MIL didn’t have it in her to go away alone. We contacted the hotel within days and advised the situation and they offered us only to move the booking date to later in the year. Mainly due to the MIL not being in particularly great health, nobody in the family being able to use the booking we requested that it was refunded…after all we were giving them over 4 months notice. They instantly refused and told us to refer back to the booking conditions that were original sent to them. We checked for any paperwork and it was clear that all the correspondence were done via email and we have gone through everything 3 times and can find no terms and conditions or cancellation details. We again phoned them and they told us that they would not refund but this time referred us back to their website where cancellation terms can be found. I was already on their website when my wife phoned and so my wife asked them where to find these terms and all of a sudden for some reason the lady on the desk couldn’t understand what we were trying to ask. It was a simple question “ where are your terms and conditions and cancellation policy” but she was unable to answer and in the end slammed down the phone.
We have trawled through their website yet again and have rechecked the email and 100% there is no mention cancellation details.
The holiday is nearing £3000 which included full board for both of them. We have begged to their better nature, given them enough time to fill the dates yet every time they refuse on the basis of their terms which don’t exist. I know they should have taken out insurance…they didn’t.
My wife has tried CAB on several occasions but can never get through…advice online seems mixed.
Surely this cant be right…or am i missing something?
