Holiday lets firm backs down over refunds
THESE ARE extraordinary times but the human response almost everywhere to the coronavirus pandemic has been heartening. So it is disappointing to see a business looking after its cash flow to the detriment of customers, especially when many are frontline NHS workers, people who have lost jobs and the vulnerable. Sadly, this is precisely what I’ve seen this week with Sykes Holiday Cottages, a firm that describes itself as the UK’s leading independent holiday cottage rental agency with more than 25 years’ experience.
Many customers have taken to social media to seek my help over the firm’s refusal to provide refunds for cancelled holidays. Not only is this not ethical in the current situation but, in my view, it is also contrary to the Consumer Rights Act, which protects customers in this position and provides that they must be refunded.
YOUR STORIES:
Gordon Dow, a retired chartered accountant fromWoking, Surrey, booked a week away for his family in Devon that cost £1,000 was due to start tomorrow. The holiday was cancelled and Gordon naturally assumed he would receive a full refund. However, Sykes had other ideas when it emailed him on March 24 explaining: “We want all customers to have the holiday they have paid for which is why we are offering the chance to amend bookings. This doesn’t have to be for this year, it can be for 2021 or as far ahead as 2022. “As a company, we don’t offer refunds for cancellations however in this unique situation we are offering customers the chance to move their dates.” Thousands of others had similar responses, including Dr Hannah Williams, a frontline NHS worker, who booked a week in Launceston, Cornwall, from this Monday which was, again, cancelled. When she asked for a refund, she was informed it “was not an option”. Instead, she was offered a change of date or credit note. But for the former, the price would have been higher. Laura Shepherd, who booked a converted former dairy in Draycott, Somerset, and was due to travel there on April 25, said: “I’m pregnant and my partner is a key worker for a pharmaceutical company supplying the NHS so cannot take any holidays for the foreseeable future. I’ve contacted Sykes who are only prepared to waive the amendment fee so we can rebook.”
WHAT SYKES SAID:
Sykes does not disclose the identity of the owners of the holiday properties even though consumers are told their contracts are with the owners. However, a number of customers established contact with the owners, directly who said they had refunded Sykes so visitors could be repaid.
I received a response from Sykes’ CEO who laid responsibility on the property owners and said they were encouraging them to make refunds. Despite this, Sykes has been refusing to refund commission fees, leaving property owners to shoulder the financial burden. Property owners now have no choice but to refund 100 per cent of the monies paid for cancelled holidays, as the Consumer Rights Act protects the consumer in this situation. Whether Sykes will stand by them remains to be seen, but unfortunately Sykes is not the only holiday brand acting in this way. The travel industry may be struggling but it should be mindful about looking after customers.
UPDATE:
Since I contacted them, Sykes has now begun offering refunds. However, it is unclear if this is proactively across its entire customer base so I will remain involved until it is clear that refunds are being offered to all holidaymakers.