Hoseasons reverses refund policy after regulator intervention
Hoseasons and sister company Cottages.com have reversed their policy on refunds for holidays cancelled due to the coronavirus following intervention by the Competition and Markets Authority (CMA).
Parent company Vacation Rentals (UK) has voluntarily agreed to give all customers whose trips were cancelled due to the lockdown the option of a full refund.
The CMA, which began investigating holiday lettings complaints in April, said a ‘significant proportion’ were about Vacation Rentals.
Other firms now face further scrutiny, said the regulator, which is threatening legal action against companies that don’t comply with the law.
"The CMA’s Covid-19 Taskforce has so far received around 4,500 reports about UK holiday rental companies, with complaints about Vacation Rentals making up a significant proportion of those reports," it said in a statement.
Chief executive Andrea Coscelli added: "Our Covid-19 Taskforce is working hard to ensure that consumers get what they are entitled to, so it’s good news that Vacation Rentals has agreed to offer people the refunds they are due. We welcome this step and other holiday lets firms must now follow suit."
He acknowledged that some firms faced financial challenges, but added: "It’s not right that people are being left hundreds or even thousands of pounds out of pocket – on top of having to sacrifice their holidays.
"Consumer protection law exists for a reason; businesses must observe the law or face the possibility of enforcement action."
The CMA said that common complaints it had received included companies refusing to provide full refunds at all or offering only vouchers instead of cash refunds.
The consumer watchdog has also recently expanded its investigation to include package holiday companies.
Linsey McNeill
Editor Linsey McNeill has been writing about travel for more than three decades. Bylines include The Times, Telegraph, Observer, Guardian and Which? plus the South China Morning Post. She also shares insider tips on thetraveljournalist.co.uk
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