RoomerFlex are a DISGRACE (trying their hardest to squirm out of coughing up)

MarkB2908

My son and I were planning to travel to Portugal (5th April 2020) to participate in the Iber Cup (a junior football tournament), which has now been cancelled due to concerns around the Coronavirus. For the duration of our stay (10 days), I had booked a hotel over the internet through Prestigia Hotels (or Prestigia.com). At the time of booking (22nd Oct 2019) I purchased a cancellation option / cancellation insurance, through Prestigia (provided by Roomer Flex) which gave me the ability to cancel my hotel reservation up to 3rd April 2020 (11:59pm) and receive an 80% refund. See below

"Cancellation and payment policies for Standard Double / Twin Room - Semi-flexible - 80% refundable Before Wednesday 23 October 2019, 12:00 AM: Free cancellation.

From Wednesday 23 October 2019, 12:00 AM to Friday 3 April 2020, 11:59 PM: 20% of the total amount of your stay will be charged to your credit card.

From Saturday 4 April 2020, 12:00 AM to Sunday 5 April 2020, 12:00 AM (Arrival date): 100% of the total amount of your stay will be charged to your credit card.

All the dates are expressed using the following time zone: Europe/Lisbon

The refund will be processed by our partner RoomerFlex."

 

On 12th March 2020, I received an email from RoomerFlex stating "Due to the massive impact of COVID-19 on the global travel industry we are facing extremely high volumes of requests and we will need to refund your payment of the Cancellation Option fee. The Cancellation Option for your travel reservation will be voided. The refund of the fee will be processed to you within 120 days. Please note that your travel reservation is still confirmed and you may check-in to the hotel as planned."

In other words, RoomerFlex have cancelled my cancellation policy in order to prevent me from activating a room cancellation under the previously agreed terms.

I'm not sure if is Legal, but I know for certain that it is highly unethical. I purchased cancellation insurance precisely for this reason and / or for this kind of situation.

I am guessing that RoomerFlex face considerable losses as a result of the Covid-19 virus, however this is what the insurance / reinsurance business is all about (you can't just take people money when the going is good and then cancel policies when it looks like you may have to pay out). 

As things stand, I am looking at losing 1481.13 euros, if RoomerFlex are 'allowed' to get away with this.

Can anyone offer any help, advice or guidance.

Thanks in advance.

TSx

Speak to your bank, you have a contract and whilst they may elect to amend the contract, you should be able to cancel and receive a full refund if they want to do so.