Passed between Nectar and Nectar Hotels with no clear resolution
I first raised an issue with Nectar Hotels on 17 June 2026 because bookings made using my old Nectar number were no longer linked properly after my account number changed. I later cancelled a Milan hotel booking on 2 July and am due a refund of 26,165 Nectar points. Since then, I have been given several different refund timescales: 28 days, 30 days and now 6–8 weeks. Nectar Hotels cannot confirm whether the refund has actually been processed, which Nectar account it has been sent to, or provide a transaction reference. They have instead directed me to Nectar. Nectar then directs me back to Nectar Hotels. I had already raised this exact concern before cancelling, as I was worried the points would be returned to my closed Nectar account. Nectar even opened an escalation under reference CE-202606-10037 and told me I would receive an update within 28 days. I have since been told that escalation was apparently raised “by mistake”, but nobody contacted me to explain this. The most frustrating part is the complete lack of ownership. Both companies operate the service under the Nectar brand, yet the customer is expected to navigate their internal division of responsibilities. I will wait for the stated eight-week period before taking further action, but the contradictory information, poor communication and constant passing between teams have made what should have been a simple cancellation unnecessarily stressful.
By MC