Can’t get full refund

jeanneway_1

Booked a holiday through booking.com, before the Coronavirus outbreak. Obviously the situation the country is in now, and looking at Italy and Spain, it’s not going to get better any time soon. I contacted the person that we’ve booked the house with, and she’s refusing to give us a full refund?! I said we’d still happily come but a pandemic isn’t circumstances we want to still go and holiday in! She said the pandemic isn’t her problem and said she’ll give us half of it back?! I just think it’s wrong. Booking.com have said via an email we could have a free cancellation and get a refund, we just need to request it to the home owner. And she’s refusing! Any advice would be helpful. My friend who I was supposed to be going with, we’re both single parents and money is tight! And not to mention her son has bad asthma and will need to self isolate for 12 weeks. I just honestly am dumbfounded we can’t get a full refund. And I’ve tried to get in contact with booking.com and their automated service just hangs up on me. Probably because they’re currently inundated with people wanting to cancel and get their money back. Yes, any help/advice would be much appreciated. 

Thank you! 

Westin

I do wish booking.com had not delved into these private apartment lets.  They must have felt the need to complete with AirBNB but lots of issues have been thrown up as you are dealing with non professional lodgings providers who basically can do what they want.  In your case it is indeed down to the private apartment owner to set cancellation terms and providing they have not breached these from those agreed at time of booking, they can determine cancellation flexibility- or not. 

jscouser2002

When is your booking for? If you've got a little bit of time, a few weeks before flight etc? Id wait a few days right now phone calls going to be at peak and if booking.com have alreaday said you willl get a refund they are liable.

Must admit having an issue getting a refund from a private apartment let I did on booking.com also. Booked in February for a apartment in December, they took £120+£400 in two transactions by the property, total cost was £1000 for the full booking, so it seemed odd to take the two amounts, wasnt even full charge etc. I had no idea they were taking the amount from my card etc when making the booking ti said small charge to secure booking. Anyway I cancelled it a few days later since it was free cancellation. Didnt recieve a refund in 2 weeks, messaged the property twice no reply, eventually Ive rang booking.com and they put me on hold whilst contacted the property on phone who said the refund would be processed now and be in within 5-7 days. Will see! But I will certainly be cautious with these bookings in future.