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Vacation Rentals undertakes to offer full refunds for cancelled bookings

Subject: Selling and marketing/ Sale of goods and services to consumers

Source: Competition and Markets Authority (CMA)

Vacation Rentals voluntarily changed its policy following the CMA’s investigation into market developments in UK holiday accommodation. The company has now formally committed to offer a full refund to customers who booked holiday homes but could not stay in them due to lockdown restrictions, to communicate its new policy clearly on its website and via social media and provide the CMA with monthly reports on how many refund offers have been made and accepted.

On 30 April 2020, the CMA named holiday accommodation as one of several sectors being investigated by the CMA following reports of businesses failing to respect cancellation rights during the Coronavirus (COVID-19) pandemic. The CMA had received reports that companies were refusing to refund customers for UK holiday accommodation they could no longer stay in due to lockdown restrictions.

 has been cancelled because of restrictions associated with the coronavirus outbreak.

Other holiday lets firms, however, have not yet done the same and the CMA’s investigation is continuing. Common complaints include companies refusing to provide full refunds at all or offering only vouchers instead of cash refunds. The CMA will continue with its inquiries into the holiday accommodation sector, which may ultimately lead to court action against companies which fail to comply.


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