Refund of site fees when booked via the site
I am not sure whether other members are aware of the differences regarding site fees refunds when booked at the site. To summarise:-
We were holidaying in the Cotswolds. We booked at a site for a date 6 weeks ahead and paid the cost in full £45 as asked.
We then had to cancel, which we did via the web.
4 weeks later we were still waiting the return of our money as it transpires after 2 long phone calls to the Head Office [and one email which has remained unanswered ] that the site in question has to refund us, and they are unaware as not told, so it is up to us, the customers, to ring the site ourselves and ask for it.
I realise this doesn't probably happen often, so I hope the Club will now make it clear under their cancellations information , that in these instances that we are responsible, and not them...
Comments
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Another poster had a card refund on the spot in a site office so I don’t think your experience is typical. Maybe that warden simply was not aware.
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Afternoon
Can I ask, if you booked with the site, why didn't you cancel the same way? That way the staff would have seen your original payment method and refunded you there and then. Bookings via a site use a different payment method so any refunds have to be done the same way but I don't know if that's in any t's & c's anywhere, I'll find out next week when I'm back on duty.
The majority of people now book via the web followed by the call centre and only a small number of bookings are done on site level.
JK
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Thank you JK.
We booked at the site whilst on holiday at another site. We had been home a few days before we had the need to cancel , so we just cancelled through My Bookings on the web, never thinking that wasn't the right way to go. It didn't cross my mind that we should phone the site itself.
And, more to the point it took two phone calls for the head office to tell me too - and it would have been good to have had that email answered.
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I would have done the same Anglian, perhaps the club should have a fully integrated system or explain the vagaries of this abysmal system so the members know what the procedures are.
Asking daft questions don’t help, information does.
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One might ask why does it actually matter whether the booking was made online, at a site or via the call centre....in the system it (should be) a single entity, a booking🤷🏻♂️
if a cancellation needs to be made, surely that, too, should be able to be invoked online, at a site or via the call centre?
why don't all booking methods use the same payment system?
as you say, poorly set up with multiple systems and therefore all the hassle of keeping data in line....
after the latest 'booking experience' implementation you'd think separate system interfaces would have been merged into one cohesive system?
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Yet ASDA did the same thing with me so it's not just the club.
I bought a meal deal at Whitley Bay and was charged twice, the first time I tried to pay the system said my contactless had failed and to retry which I did successfully and got two receipts one cancelled and one not. But when I got home I checked the bank app and both had gone through but I didn't notice till the next day.
I rang the central helpline who said although they could see it on their system through the till receipt number and could see one was cancelled but I would have to contact the store itself for a refund as they couldn't give one.
I did this and they said I would have to actually come into the store and they would refund it straightaway. I explained it was 15 miles away and the cost of fuel and tolls would be more than the refund, so they told me to raise it with my bank which I did and it was sorted within a few days.
So it's not just the club that has these funny systems.
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