Blackpool hotel refuses to refund Manchester woman when she cancelled holiday

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Hannah Boardman had been saving up for two years for Blackpool break
Due to stay at hotel for five days to celebrate 65th wedding anniversary
But she broke wrist and spent previous day in A&E undergoing X-rays
Hotel refused refund and 'said it was too late to find replacement guests'

Published: 00:47 EST, 29 September 2015 | Updated: 13:46 EST, 29 September 2015

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A hotel refused to refund an 88-year-old grandmother after she was forced to cancel a holiday when she broke her wrist one day before the trip - because she failed to give 24 hours’ notice.

Hannah Boardman, of Clayton, Manchester, had been saving up for two years and was looking forward to a five-day break in Blackpool with her husband Allan, also 88.

The couple were due to stay at The Boston Hotel to celebrate their 65th wedding anniversary from Monday last week, and paid £400 for the room in full before the trip.

'Awful shock': Hannah Boardman, 88, of Clayton, Manchester, had been saving up for two years and was looking forward to a five-day break in Blackpool with her husband Allan (pictured together)

But Mrs Boardman broke her wrist the previous day and spent the whole day in A&E undergoing X-rays before being put in plaster, leaving no time to notify the hotel they had to cancel.

Mr Boardman was able to call the hotel on Monday, but was shocked to be told they were unable to get back the £400 because they did not give 24 hours’ notice.

His wife said: ‘I can't believe they are keeping £400 from us. It took us two years to save this money. They said we couldn't have our money back because we gave them less than 24 hours' notice.

'All of this is really upsetting - to think it took us two years to save this up. It is a lot of money to us. It has broken my heart - we only get a pension.’

The couple - who admitted the experience was an 'awful shock' - also paid £12 insurance through the hotel, but staff told them they could not even claim this back.

Mrs Boardman said they could not have called any earlier to cancel because she had been in A&E all day, but the hotel allegedly told her it would not be able to find replacement guests for their room.

No refund: The couple were due to stay at The Boston Hotel (pictured) to celebrate their 65th wedding anniversary from Monday last week, and paid £400 for the room in full before the trip

The couple go to Blackpool every year to celebrate their wedding anniversary and see the illuminations. They had also decided it would be their last holiday because they were 'getting old'.

Mrs Boardman said she was still hoping to get back the money and rebook another trip to celebrate the milestone, but does not believe that will now be possible.

All of this is really upsetting - to think it took us two years to save this up. It is a lot of money to us

Hannah Boardman

The hotel, on Queen's Promenade, overlooks the sea and has 54 ‘deluxe en-suite rooms’ with rooms starting at £180 for two nights.

It has a 4.5-star rating on TripAdvisor and includes a bar, restaurant, cabaret entertainment and bingo nights. The hotel refused to comment when contacted.

Cancellation insurance for the hotel is covered by Motherwell-based company UK Best Breaks, which states on its website: 'UK Best Breaks cancellation insurance protects you up to 24 hours prior to you departure.

'Should you cancel within 24 hours, all monies are forfeited. Any deposits and cancellation insurance if taken are strictly non-returnable.'