Mijn Klacht:

I originally booked mine and another families’ holiday to les villages centreparcs for May 2020, as a result of the pandemic this was obviously cancelled by centreparcs. Upon receiving the voucher we were firmly under the impression that we would receive a full refund within 30days of the voucher expiry date. We then showed faith in the situation and centre parcs and we booked again for this year to arrive on 17th May (1861629). This trip was in conjunction with a stay at Disneyland Paris for 5 days beforehand. Due to the booking at Disneyland being cancelled due to the closure, and our flights out of England about to be cancelled, and our booking couldn’t be fulfilled by Magicbreaks our whole trip not possible. Currently the centeparcs in France are closed, then when opening the restrictions in place will not allow different households to mix and our holiday includes 3 different households within one lodge which wouldn’t be allowed by centreparcs anyway. In the first instance, I called centreparcs and explained the situation and the person on the end of the phone explained that it would not be an issue and if it was cancelled we could receive a FULL refund within 30days of the expiry of the ORIGINAL VOUCHER which is 25-05-2021. I also asked that should I make a booking that was less than the amount of the value of the voucher I WOULD receive the remaining balance back within 30days of the expiry date of the original voucher 25-05-2021, I clarified this with the person on the phone numerous times to ensure that I was absolutely correct in understanding that after making another booking the remaining balance would be paid back into my bank/payment method by 25-06-2021 at the latest and this was 100% clarified over and over again by the person who i spoke to on your telephone system. If i had been advised that this was not the case then i would not have made any further bookings and I would have waited for the refund I was PROMISED by your customer service operator within 30 days of 25-05-2021. Your customer representative reinforced my decision making. During this pandemic, I have lost my income due to losing my job, I have two chidren and certainly can not afford to go on holiday anywhere for a long time, I am on a mortgage holiday and trying my best to cope during this horrendous time for me and my family. The gentleman who I spoke to the other day agreed that my situation seemed very straight forward and that from his understanding, that refund would be with me within 30 days of the 25-05-2021. I cannot understand that the people who i have spent lots of money to speak to on overseas calls that are your customer service representatives have advised me, agreed with me, and re-affirmed the position of the refund being paid to me within 30days of the 25-05-2021. So I don’t understand why now there is a different story and I am being told that I can’t have a refund and that I must have another voucher. I will not be able to afford to go on holiday as i have previously mentioned. I leave my phone number 07845569197 so someone can call me to discuss this further.

Gewenste Oplossing:

When I receive a full refund