Justice for poorly family as holiday lettings sector pressed to right cancellation wrongs

The rural lodge deep in the English countryside was intended as a much-needed break for his wife and two friends. But ill-health and the infection threats posed by the virus obliged them to pull out although their dates were after lockdown had eased. “My wife’s treatment won’t have finished, but we can’t take the risk now anyway as she is in the ‘clinically extremely vulnerable’ group, her immune system is suppressed and the oncologist has advised no travel,” Donald explained to Crusader after he struggled to make headway over a refund and was particularly stung by the response of the accommodation’s owner when he explained his family’s need to cancel.

“There was not a shred of compassion when he told me ‘we cannot cancel your booking as we do not have any need to cancel and as the current situation stands with holiday lettings across the country it is quite feasible and acceptable under current rule that your holiday could go ahead should you wish it to’. I was stunned.”

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

Although Donald had no insurance to cover any loss. “I have sent Sykes our NHS documents as proof,” he added.

“While lockdown was in force we were all told to stay at home and this was officially backed up. But now it is over and accommodation is available we are being told holidays can be taken.

“Yet this is far from the whole story for those in the clinically vulnerable group if they venture out. They can spend time in a support bubble in others’ homes, but there is no mention of holiday accommodation.

“We have the choice to take or ignore Government advice, there is no legislation now behind it. So do we risk it or cancel and lose money? There was no debate for us – we’re staying at home.”

After many holiday rental accommodation providers companies sparked outrage among thousands of holidaymakers when they appeared to fail to respect customers’ cancellation rights or treat them fairly in the wake of the pandemic, watchdog the Competition and Markets Authority (CMA) set up a Covid-19 investigations taskforce.

Following its action and threat of legal proceedings, refunds are now being issued and it announced Sykes Cottages had reversed its policy.

Refunds are now going to customers whose holidays could not go ahead because of government restrictions and had not rebooked.

Crusader had already asked Sykes to reconsider the Becks’ problem, and they too now seem to have benefitted from the overall change-of-heart.

A Sykes Holiday Cottages spokesman said: “Customers with bookings due to start in the current lockdown period have been offered the choice of a full cash refund if they can’t find suitable alternative dates.

“The Becks’ holiday fell outside of this period but, now we’re aware of the circumstances, we’ve spoken to the owner of the property who is happy to provide a full refund. We wish Mrs Beck a speedy recovery.”

To report a business behaving unfairly during Covid-19, click here.

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