Hotels.Com no refund AND loss of loyalty reward for a night's stay after cancellation

sometimeshopper

[FONT=&quot]A charge that has been applied to my Credit Card as a result of a cancellation to a hotel booking via Hotels.Com.

Although this was made on a no refunds for cancellation basis, the information provided on the online booking notification was misleading in that it implied an extra £16.95 charge per person would be charged for breakfast, when I understood the booking I made included breakfast.

I cancelled immediately - that is literally within seconds - but then found I could not rebook or obtain a refund. I phoned Hotels.Com almost immediately after that and they told me that breakfast was included - even though the online confirmation clearly implied it was not.

I have a screen shot of the misleading notification with breakfast charge marked.

To compound matters an allowance worth £93.56 which had been built up because I had booked 10 previous night's accommodation with the agency (Hotels.com) has been applied to the cancelled booking meaning that effectively I have lost the full charge of £141.75!

I have explained both issues to Hotels.Com through a number of phone calls and emails. They tell me that they asked the hotel chain (Double Tree) to refund the payment but they declined. They say they are unable to do anything more, that I cannot obtain a refund of the £48.19 charged to my card and I have lost my allowance of £93.56.

My credit card company say they cannot pursue the case due to [/FONT]
[FONT=&quot][FONT=&quot]Section 75 liability.


Could anyone suggest a way of pursuing this matter? Thanks[/FONT]

[/FONT]

silvercar

I cancelled immediately - that is literally within seconds - but then found I could not rebook or obtain a refund. I phoned Hotels.Com almost immediately after that and they told me that breakfast was included - even though the online confirmation clearly implied it was not.

You should have contact hotels.com before cancelling. They would have confirmed the breakfast was included and you would not have needed to worry about cancelling a non-refundable booking.

I would contact hotels.com and reinstate the booking, armed with confirmation that breakfast is included, you should be able to go ahead as planned.

sometimeshopper

Tried that but hotels.com would not reinstate the booking. Said hotel (Double Tree) had already billed them.

jpsartre

sometimeshopper wrote: »

[FONT=&quot]
I cancelled immediately - that is literally within seconds - but then found I could not rebook or obtain a refund.[/FONT][FONT=&quot]
[/FONT]

Lesson learned, don't cancel a booking without checking the rules for refunds.

sometimeshopper

Harsh lesson if a cancelled night also means the loss of a nigh's allowance built up over 10 stays

Obviously_the_best

Did you claim TopCashBack on that stay? At least that should still be honoured.

jpsartre

sometimeshopper wrote: »

Harsh lesson if a cancelled night also means the loss of a nigh's allowance built up over 10 stays

Surely no harsher than if the room had been paid with cash?