The French consumer booked a hotel in Krakow between 8 and 10 April using non-refundable option. Due to the epidemic state and the prohibition to leave the houses in France, he was not able to travel. He informed the hotel about his situation. The hotel representative in the e-mail correspondence indicated that the reservation did not allow for cost-free cancellation or change of the date. Therefore, he was not offered any refund.
The consumer turned to the ECC France for help. The case was forwarded to the ECC Poland. The Polish centre contacted the trader. Thanks to the cooperation of ECC-Net, the hotel offered the consumer a voucher for the entire amount of 61,12 EUR, to be used for reservation until 30th of April 2021.
Europejskie Centrum Konsumenckie · 25 March 2020 · 10:27