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Wendy's complaint against Accor

Wendy Evans


Accor Hotels use deposits as disguised penalties and refuse to refund

Complaint against Accor

My daughter booked a wedding with Mercure The Grange North Bristol (part of the Accor Group). Whilst the wedding cost in total was £3000, the deposit itself was £1000, a third of the total. This was paid as without signing the contract or paying the deposit the venue could not be booked. Sadly, in October the wedding had to be cancelled - this was some 9 months till the date of the wedding. The hotel refuse to give anything back saying deposit retention is part of the terms and conditions that were signed. It is clear from studying consumer law that companies are not allowed to profit from a cancellation. I have been told there are expenses that were incurred but despite asking for a breakdown of these it has been refused. Also I have been advised the venue has been rebooked on that day and there is no space for a wedding on that day. The CMA clearly advises that to retain a deposit that is a significant percentage of the final cost is deemed to be a disguised penalty. Despite advising Accor of this they refuse to refund any money.

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