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Booking.com Reservation - Hotel Cancelled

  • 21-04-2020 3:55pm
    #1
    Esse85
    Registered Users, Registered Users 2 Posts: 8,254 ✭✭✭


    As above title says, I made a hotel reservation in Portugal via booking.com
    They have cancelled because of COVID

    They offered credit to be used within the year.

    I requested a refund as I don't expect to be in Portugal within 12 months.
    Hotel is saying its a non-refundable booking.

    I'd understand that if I cancelled, but the hotel did and the solution of offering credit to be used in the hotel within 12 months doesn't suit me at all.

    Am I entitled to push for a refund?

    What would you do if you were in this situation?


Comments

  • #2
    TheDriver
    Registered Users, Registered Users 2 Posts: 12,687 ✭✭✭✭TheDriver


    Contact booking.com ?


  • #3
    Esse85
    Registered Users, Registered Users 2 Posts: 8,254 ✭✭✭Esse85


    Have done, no reply, I guess they are inundated with similar queries.


  • #4
    .G.
    Registered Users, Registered Users 2 Posts: 5,420 ✭✭✭.G.


    Esse85 wrote: »
    Have done, no reply, I guess they are inundated with similar queries.

    I got a full refund on a non refundable room in Portugal too but it took a fair bit of back and forward with booking.com and the hotel itself to get it. In the end I happened to visit the hotels parent website and saw a covid 19 notice that proved the hotel were breaching their own cancellation policy by not refunding me. It had been changed in light of the covid crisis but this particular hotel branch either wasn't aware or were playing silly buggers.

    A few others have got refunds from non refundable rooms too via booking.com. Check the travel forum the threads are there.


  • #5
    Esse85
    Registered Users, Registered Users 2 Posts: 8,254 ✭✭✭Esse85


    .G. wrote: »
    I got a full refund on a non refundable room in Portugal too but it took a fair bit of back and forward with booking.com and the hotel itself to get it. In the end I happened to visit the hotels parent website and saw a covid 19 notice that proved the hotel were breaching their own cancellation policy by not refunding me. It had been changed in light of the covid crisis but this particular hotel branch either wasn't aware or were playing silly buggers.

    A few others have got refunds from non refundable rooms too via booking.com. Check the travel forum the threads are there.

    Thanks a million, I'll keep battling. Will update the thread when I hear more.


  • #6
    Esse85
    Registered Users, Registered Users 2 Posts: 8,254 ✭✭✭Esse85


    "Dear X
    Thank you for your e mail.
    This is a no-refundable booking and the full payment is a booking condition accepted by the client.
    We can keep the payment of in credit to be used until one year, and can be used in any hotel from our group.
    Please contact the hotel when you have new dates.
    I hope that is ok for you.
    Thank you in advance for your co-operation
    Kind regards and take care."

    I've again reiterated that I want a refund as I haven't cancelled here, the hotel have, will await an update.


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  • #7
    .G.
    Registered Users, Registered Users 2 Posts: 5,420 ✭✭✭.G.


    Chancers. You could do a chargeback on your card. You'll just need proof they cancelled it not you and now won't refund you the money. Decent chance of a win that.


  • #8
    Darc19
    Registered Users, Registered Users 2 Posts: 3,817 ✭✭✭Darc19


    Booking.com is just a booking engine and the contract is with the hotel. But it is the hotel that has canceled, so refund is due.


  • #9
    Esse85
    Registered Users, Registered Users 2 Posts: 8,254 ✭✭✭Esse85


    .G. wrote: »
    Chancers. You could do a chargeback on your card. You'll just need proof they cancelled it not you and now won't refund you the money. Decent chance of a win that.

    I paid with my visa debit card.

    On the booking.com app it clearly says, "cancelled by the property" I've taken a photo of this too.

    If I go to my bank, over the phone of course, will they say sort it out with booking.com, who in turn will say sort it with hotel etc.


  • #10
    redcup342
    Registered Users, Registered Users 2 Posts: 1,387 ✭✭✭redcup342


    Esse85 wrote: »
    I paid with my visa debit card.

    On the booking.com app it clearly says, "cancelled by the property" I've taken a photo of this too.

    If I go to my bank, over the phone of course, will they say sort it out with booking.com, who in turn will say sort it with hotel etc.

    https://www.ccpc.ie/consumers/shopping/disputed-card-transactions-chargeback/


  • #11
    Esse85
    Registered Users, Registered Users 2 Posts: 8,254 ✭✭✭Esse85


    redcup342 wrote: »
    https://www.ccpc.ie/consumers/shopping/disputed-card-transactions-chargeback/

    Thank you.

    I'll start that process.


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  • #12
    Esse85
    Registered Users, Registered Users 2 Posts: 8,254 ✭✭✭Esse85


    .G. wrote: »
    Chancers. You could do a chargeback on your card. You'll just need proof they cancelled it not you and now won't refund you the money. Decent chance of a win that.

    Spoke to my bank, explained the story, they said they can't do a chargeback and won't even open a dispute as it doesn't fall under legislation due to COVID
    Irish permanent TSB, absolute farce.

    I've emailed the hotel again with the screenshot saying I want a refund.


  • #13
    .G.
    Registered Users, Registered Users 2 Posts: 5,420 ✭✭✭.G.


    It's especially galling when the Irish taxpayer own the banks and they refuse to protect us.


  • #14
    Caranica
    Registered Users, Registered Users 2 Posts: 10,179 ✭✭✭✭Caranica


    Booking refunded me for a non refundable hotel booking in Italy. The hotel were insistent that they could only give me credit and it was my fault for booking a non refundable rate.

    Got onto booking chat and it did take about a week but I got the money back.


  • #15
    Esse85
    Registered Users, Registered Users 2 Posts: 8,254 ✭✭✭Esse85


    Caranica wrote: »
    Booking refunded me for a non refundable hotel booking in Italy. The hotel were insistent that they could only give me credit and it was my fault for booking a non refundable rate.

    Got onto booking chat and it did take about a week but I got the money back.

    Thanks will try that.


  • #16
    Wuff Wuff
    Closed Accounts Posts: 1,429 ✭✭✭Wuff Wuff


    ive gotten 3 hotel refunds from Booking.com

    all non refundable rates

    they have been a hell of a lot easier to deal with than the airlines and other parasites like ticketmaster


  • #17
    Esse85
    Registered Users, Registered Users 2 Posts: 8,254 ✭✭✭Esse85


    Wuff Wuff wrote: »
    ive gotten 3 hotel refunds from Booking.com

    all non refundable rates

    they have been a hell of a lot easier to deal with than the airlines and other parasites like ticketmaster

    Whom do you contact on there?
    Can you provide a link and be as specic as possible please.


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