Northants hotel asks customers wanting a refund to ‘bear with us until September’ when more staff will return

A Northamptonshire hotel is asking for customers who wish to receive a refund to remain patient until more staff are back at work.

Whittlebury Hall, which is currently closed due to the coronavirus pandemic, has faced some criticism for its handling of cancellations.

Many visitors have claimed that refund options have not been made evident by the hotel, despite guidance released by the Competition & Markets Authority (CMA) on April 30 that states receiving a refund should be as ‘clearly and easily available’ as receiving a credit note.

The hotel has now confirmed that it will process refunds, it just needs more time as there are currently only 20 members of staff out of 400 working.

It has also said an ‘overwhelming majority’ of customers have already rearranged or accepted a credit note.

A spokeswoman for Whittlebury Hall said: “We are fully aware of our obligations under consumer law and the guidance from the CMA.

“We have complied with the requirement set out by the CMA and already offered those who have booked a postponement until next year and not increased prices for people re-booking.”

The spokeswoman drew specific attention to another section of the CMA guidance that recognises a more lengthy refund process.

The guidance says: "The CMA accepts that, in the circumstances, it may take businesses longer than normal to process refunds.

“The timeframes for providing refunds should be made clear to consumers and refunds should still be given within a reasonable time (and, where there are statutory deadlines for payment – like those which apply to package holidays – businesses should take those into account)."

With the CMA guidance in mind the hotel is asking customers who have booked spa stays and events, which include hen dos, to be patient until they have more staff back at work to process refunds.

More than 95 percent of spa and event bookings and 70 percent of camping bookings have been transferred or credit notes have been accepted, but for those who want a refund the hotel is asking customers to ‘bear with us’ until September.

The spokeswoman added: “For our leisure guests, each booking is individual and we are working hard to process these and provide the guests with alternatives.

“We are dealing with over 300 leisure bookings each day which are unable to take place and for those guests who we have been unable to provide a suitable alternative to their original booking for, we have asked them to bear with us until September when we will have more staff available to deal with their specific enquiries.”

Majority of weddings, 95 percent according to the hotel, have also been rearranged.

Couples who do not wish to rebook their wedding, will be granted a refund, however it will be minus the expenses incurred by the hotel.

Whittlebury says it is entitled to keep expenses for site viewings and administration costs, which will have occurred during the booking of all weddings.

“With regards to weddings, we are offering all couples the option of postponing their wedding to next year at no additional cost,” continued the hotel’s statement.

“This has been extended to all guests who have a wedding booked in 2020 regardless of whether the Government allows us to re-open for weddings later this year.

“If a couple decides they do not wish to postpone their wedding, then, in accordance with the CMA guidelines and consumer law, we are arranging to refund them any money which they have paid less our reasonable expenses incurred.

“These expenses include, for example, wedding meal tasting, site viewings, administration costs and liaising with suppliers.

“Both the CMA and Which accept we are entitled to retain costs to cover our expenses.”

The hotel is asking anyone who has a booking to contact its guest relations team, who will discuss the options.

If the customer wishes to receive a refund, the team will then be back in touch in September.

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