Refund after spa trip hopes dashed – The Crusader

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But the treat turned unexpectedly tricky for Dina Richards who paid £179 via Wowcher for an overnight stay in four-star Jurys Inn in Liverpool and an afternoon wallowing in a nearby spa.

Coordinating the two bookings was the problem despite her best efforts, Dina told Crusader. 

“One would respond but I could not confirm as I was still waiting for the other. I went to and fro and then asked if I could make provisional bookings, but did not hear back. 

“The hotel gave me availability in August but without the spa which I really wanted I was stuck.”

++ If you’ve been affected by this issue or feel you’ve been a victim of injustice, please contact consumer champion Maisha Frost on [email protected] ++

In the end, Dina was running out of available times herself and asked Wowcher for a refund.

I went to and fro and then asked if I could make provisional bookings, but did not hear back

Dina Richards

The offer of a 50 percent credit, she claims, disappointed her and she tried again. “Now a refund is not possible because I’m over the time limit. I’ve been caught in the middle,” she said when asking for our help.

We asked Wowcher if there was some flexibility and they responded very positively.

“The voucher was not used and, given the problems (she) experienced in trying to find a suitable date that both the spa and hotel could accommodate, we have processed a refund as a goodwill gesture,” said a spokesperson.

“I think your support made all the difference, Wowcher’s offer is very welcome,” a delighted Dina told Crusader.

Dina’s name has been changed

How to get on top of bookings’ log-jams

While there’s huge demand for their services, restrictions have put hospitality and leisure businesses under unprecedented pressure, which can lead to knock-on difficulties, such as delayed responses, for customers.

If you have bought a deal involving more than one party that’s down to you to arrange, but then you experience difficulties, it’s a good idea to copy in everyone to the problem at every stage. That way there is a complete, very visible record.

Eunice Kermode told Crusader of her concern when trying to redeem a voucher for a stay in a hotel renowned for its fine dining and rural setting.

The visit to the Rudloe Arms was a thank-you for her daughter. “I’m a pensioner and she is always wonderfully helpful,” Eunice explained.

But when she tried to validate her deal, purchased through Wowcher, “it bounced back and calling hasn’t worked,” she claimed.

Crusader also tried and, though we did not hear, Eunice now has her confirmation and is all set for a feast next month.

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