Hotels.com non refund

foxsake123

I booked a room for 1 night in London via them. When I got to the hotel there had been a glut of people that day, a couple whilst I was there, and some during the course if the day it became apparent had been arriving when the hotel was fully booked.

I called hotels.com and they offered to ring found for me to find me alternative accommodation. I refused, asked for a refund, which they said would take upto 14 days, I booked myself in elsewhere for that night.

14 days passed and I heard nothing and neither did I receive the refund. When I contacted them (call cente) they said they would process a refund once they themselves had been refunded for that booking. Obviously I was annoyed that I had been promised a refund and now it seemed the goal posts had changed. I told them that as it was me that had paid them and not the hotel it was their duty to refund. Anyway they said they would do so as soon as the hotel did. The hotel itself being an international chain didnt worry me as being fly by night.

Yesterday I received an email saying they were still waiting for the hotel to refund them. And today they said they said something along the lines of, ' we have been unable to reach an approver at the hotel to verify your refund, we apologise and thank you for doing business with us'

So no refund.

I have found the hotels.com UK office address but no contact number to speak to someone here to escalate the matter. I know they are owned by Expedia, but I figure they will get to send me back to hotels.com.

I would just like to go straight to small claims for this, in anger. But I'd like to ask first if anyone has similar experience and what the best option is?

Many thanks in advance.

jpsartre

Can you dispute the charge with creditcard provider? In theory it would be an open and shut case as you paid for a service that wasn't provided.

jonesMUFCforever

Yes indeed a chargeback is what I would go for.
Keep copies of correspondence in case bank asks for proof.

Westin

Just taking a step back, but did the hotel actually tell you there was no room available and that they were overbooked?

They can't just dismiss you at that stage. They need to offer you an alternative hotel and if appropriate transport to the new hotel. It is also fairly normal for you to be allowed a telephone call and also to be given an additional benefit such as free breakfast. You mention this London hotel as part of a large international chain so their policy on overbooking and walking customers would be well documented.

You did attempt check in didn't you and not just leave because of the general busy situation that you mention in your first paragraph? I mention this because if you did not checkin then the hotel will have listed you just as a non-show and this is why the refund issue may have arisen.

I am amazed that a London hotel of an international chain would be so dismissive of an overbooking situation. If they made no offer to re accommodate you and recompense you then you should name and shame them.

littlereddevil

Totally agree Westin. According to OP's original post Hotels.com offered to find her another room but he/she refused. I've never known a chain not sort it out.