I'm currently going through a disaster or a booking fiasco with this mob.
I need some advice on how to try to get a refund.
Basically long story short.
I wanted two lodges from Parkdean resorts https://www.parkdeanresorts.co.uk/
Their booking system doesn't allow for multiple bookings, you can only book one form of accommodation per booking.
So I thought to myself, I will book two Barefoot Lodges, one after the other, as the trip was a birthday gift for my father and brother, as well as myself and my partner, so we needed two lodges.
So I booked 1 lodge and it went through fine, I got a confirmation email.
I tried to book a 2nd lodge, it failed the first day I tried it, citing payment issues.
So I left it a few days and tried again, I then managed to get a 2nd lodge booked, but I didn't receive any booking confirmation.
So I emailed the parkdeans customer support and was told I only had one booking, please book another.
I then emailed them back a few days later as I noticed my credit card had been charged for a 2nd deposit, they informed me this was a mistake on their part, please submit a bacs form for a refund.
Their bacs form on their website doesn't work, so I again emailed them about that and got told to supply my account number and sort code and they would process it manually (hasn't happened, no refund over a month later and any query by email to ask what is happening with the £50 refund gets ignored)
Anyway, I then booked a 2nd lodge on the 29th of July 2020 so I had two lodges now.
Weeks come and go and August 21st arrives and I receive 3 booking confirmation numbers (one is the original booking number, one is the 29th of July number and the other is a number I've never had before)
I then notice my credit card has been charged for 3 separate lodges, so I email them to ask what is going on and have proceeded for the last 2-3 weeks to get nothing short of ignored or generic replied to by 4 different people.
I've had 4 or 5 replies to my issue, each reply does not reference any point I've made in my emails.
1st reply says "I don't see any outstanding balances, which booking are you not supposed to have and I'll get someone to look into this" I clearly explained which booking I wasn't supposed to have in the email I sent them.
I replied back to ask if someone could call me, they replied back to say someone would call me within 30 minutes, no one called me.
I emailed back 4 days later, explaining the issue again in even clearer wording to avoid any confusion.
Their next reply was "I'm forwarding you onto our customer relations team, they should be able to help you further"
Safe to say they haven't been in touch.
I replied again and they are now asking me to contact their customer relations team manually by forwarding my email onto them myself.
What protection do I have, at this point my holiday is September 18th, I have 3 bookings and no refund, they have not confirmed if I have 3 bookings or not, I've asked them 3 times in the last 3 replies to confirm that my 3 bookings are active and to refund one of them, they have avoided the question 3/4 times.
If I do have 3 bookings and they won't refund me then I will give it away to someone else, but the fact they will not confirm my bookings I'm not going to tell a family member or friend to take their family down to the parkdean resort be told the booking does not exist.
Do I go through my credit card and try to reverse the transaction or is there a travel body I can contact, they have 4 different people responding to my query so they can't use COVID as an excuse for not resolving the issue.
I think they are just hoping if they don't reply before the 18th I can't claim a refund as the bookings have all gone ahead, then after the fact they will claim COVID was the reason they failed to respond in time and they can no longer refund it.
I have no idea if you are actually going to take the holidays but you do need to try to get your quesries all in one place.
Post a Reply
Please sign in or register an account to reply to this post.