Is there a way of making a bank give my money back?

lufcgirl

Hi,

Back in October I booked a hotel room with booking.com, and was in contact with the company for five days prior to arrival. During this time I stated verbally I wished to cancel the room due to the problems and constant phone calls they were giving me (I'm talking four a day here).

They agreed and as far as I was aware the room was cancelled. Then two weeks after the stay was organised they went into my bank account and took the money from it. I have wrote countless letters, booking.com have asked them to give my money back and on every occasion they have said no and 'You can take us to court, we'll win'. This is because I cancelled verbally with the persons agreement rather than online.


Halifax won't do anything, but I want my money back from them. Is there a way they can recall the money from that company and then let them chase me for it? As far as I'm aware, Halifax are just a middle-man for my transactions, if I say something shouldn't have gone through, they should at least investigate it but refuse to.

So any help would be much appreciated. Thanks

onlypaddy

we need more info than this....how many nights did you book, how close to the date did you cancel. Did you cancel directly with the hotel, as the booking site is merely a booking agent.

456789

Did you pay using a visa card? maybe visa chargeback?

lufcgirl

It was a serviced apartment I booked for. For one night on 24th October. Booked 19th October.

And yes it was direct cancellation, during many of the phone calls I said I wanted to cancel. Then they kept leaving answerphone messages with reasons as to why I couldn't. Then two days before the booking I managed to successfully cancel, verbally though with them. I have call records, but unfortunately it's my word against theirs.

I called booking.com and explained the situation, they even called the agent and asked them to refund and they refused.

If you need anymore information just ask.

It was Visa Electron. Halifax point blank refuse to do anything about it

onlypaddy

hmm, im stumped

you may have been within the chargable timeframe for the hotel cancellation, but usually its a days notice.

lufcgirl

I called up seven times between 2.30pm and 5.30pm two days beforehand to tell them to cancel (I have the call records for this) and they never answered once. I got through on Friday morning and was told the cancellation was fine without charge. I never thought a thing of it until the money went.

If I'm disputing a transaction, surely Halifax should at least investigate it for me rather than refusing point blank? As far as I'm concerned, Halifax are just as bad as the company for allowing the money to go out. It was 3 hours after the transaction I disputed it and they refuse to do a thing.

onlypaddy

i dont think halifax can do anything - they can only return the money if its a fraudulent transaction. as you initially authorised transaction then they cant do anything - its something for you to sort with the hotel and the booking company, the bank wont be able to do anything. write them a letter, writing seems to work sometimes, but really you're a bit stuck

stclair

Whats the cancelation policy for the hotel etc concerned?

This is taken from booking.com T&Cs

6. Cancellation

By making a reservation with a hotel, you accept and agree to the relevant cancellation and no-show policy of that hotel, and to any additional (delivery) terms and conditions of the hotel that may apply to your reservation or during your stay, including for services rendered and/or products offered by the hotel (the delivery terms and conditions of a hotel can be obtained with the relevant hotel). The general cancellation and no-show policy of each hotel is made available on our website at the hotel information pages, during the reservation procedure and in the confirmation email. Please note that certain rates or special offers are not eligible for cancellation or change. Please check the room details thoroughly for any such conditions prior to making your reservation.
If you wish to review, adjust or cancel your reservation, please revert to the confirmation email and follow the instructions therein. Please note that you may be charged for your cancellation in accordance with the hotel’s cancellation and no-show policy. We recommend that you read the cancellation and no-show policy of the hotel carefully prior to making your reservation.

lufcgirl

The booking.com website says the room must be cancelled 48hrs before. This is why I continulously called them, and it was 36hrs before they agreed to cancellation.

They never contacted me at all after agreeing to the cancellation, and two weeks later debited the money from my bank account, why didn't they do it straight away?! I also have proof I stayed elsewhere that night.

oxenryd

I would dispute the payment with my bank - chargeback

Do it quickly as I believe there is a timeframe

pfpf

after booking through booking.com you will recieve your confirmation email. this contains a link that you would click if you want to cancel the booking.

there is no other way to cancel the booking with any certainty.

im not sure how long before you can cancel for something booked 5 days prior but i would assume its the same as other bookings made further in advance....

48 hours or more before arrival date = no charge.
within 48 hours of arrival date = full charge for whole booking.

remember booking.com dont take any payment, they only take your card details to confirm booking and pass on in case of a no show.

not sure why you only cancelled verbally with the Hotel when it is/was much quicker easier to do it online, but i wish you luck getting your cash back if the Hotel did verbally agree.

edit: oh and in answer to the question in the title of this thread, i cant see how the bank has to pay you back, its now between you and the Hotel.