Hoseasons and Cottages.com finally offer refunds for cancelled UK holidays after thousands of complaints
HOSEASONS and Cottages.com have finally offered refunds for cancelled UK holidays after thousands of customers complained to the watchdog.
The Competition and Markets Authority (CMA) says Vacation Rentals - the company behind the brands - has now changed its policy after originally refusing to give money back to customers whose stays had been cancelled.
Like many holiday companies, Vacation Rentals previously only offered customers the chance to rebook their holiday at a future date or vouchers.
But the travel company, which also runs a number of other holiday brands such as Welcome Cottages and Blue Chip Holidays, has now formally committed to the watchdog that it will give customers their money back.
In total, the CMA's Covid-19 task force has received around 4,500 reports about UK rental companies, a "significant portion" of which were about Vacation Rentals.
It adds that it is continuing to investigate the sector, with other holiday companies still refusing to offer customers their money back.
Do I have to accept a credit note?
YOU don't have to accept credit notes or vouchers offered to you by your travel provider for cancelled trips - you can request a cash refund instead.
If you've lost your job or desperately need the cash, it's worth explaining this to your provider.
But trade body the Association of British Travel Agents (ABTA) points out that where its members issue credit notes, these can be used to rearrange a holiday at a later date or can be swapped for a cash refund at a later date.
ABTA says issuing a cash refund at present might force a business to go bust.
In the meantime, ABTA says credit notes issued by its members will be protected by ABTA if your original booking had that protection, so you would be reimbursed if the travel company went under in the meantime.
If your travel provider isn't paying up in cash, first submit a formal complaint.
It might help to do so via a free complaints tool, such as .
If you have no luck, the next step is to take your gripe to the relevant complaints body.
If your travel provider is a member of ABTA, you can make a complaint to ABTA using its .
The CMA warned it could take court action against firms that refuse to treat customers fairly amid the Covid-19 pandemic.
CMA chief executive Andrea Coscelli said: "We welcome this step and other holiday lets firms must now follow suit.
"We know the pandemic is presenting businesses with challenges too, but it's not right that people are being left hundreds or even thousands of pounds out of pocket - on top of having to sacrifice their holidays.
"Consumer protection law exists for a reason; businesses must observe the law or face the possibility of enforcement action."
A Vacation Rentals spokesperson added: "We have been offering the option of refunds to all customers with a holiday during the government imposed lockdown period since the CMA published its guidance on April 30.
"This change predated any investigation by the CMA and was made as we felt it was the right thing to do.
"We believe the CMA has appreciated our co-operation and the open approach we have taken."
Both Hoseasons and Cottages.com are members of the Association of British Travel Agents (ABTA) which means your rights to a refund are protected - so ask for one if you haven't already done so.
If you're unable to get your complaint sorted and you wish to take it further, you should report it to ABTA.
Customers who have previously been offered vouchers or credit notes should contact Vacation Rentals again and request their money back.
But unfortunately, if you've accepted a credit note then you are unlikely to be able to get a refund as you've already committed to the alternative arrangement.
Travel firms including TUI, Ryanair and British Airways have been accused of breaking the law by failing to issue refunds for cancelled holidays within the set time-frame, according to consumer group Which?.
But it's good news for Ryanair customers too, as, after months of campaigning, the airline's boss Michael O'Leary says refunds will be paid within ten to 12 weeks.
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