Non refundable booking cancelled by hotel. Can I get a refund?

NursingAnna

I booked a weekend break hotel deal through TravelZoo for two nights at the Royal Bath Hotel in April. It was a non refundable deal but due to the Coronavirus restrictions the hotel has had to cancel the dates I booked. They are offering dates to rebook between July and Sept. If they cancelled on me, am I entitled to a refund rather than just an option to rebook at another time? I have contacted both TravelZoo who say it is ultimately up to the Hotel but they will email them and ask for a refund. I have contacted the Hotel and they seem intent on only allowing me to move dates.

Surely if they cancelled on me it is their responsibility to refund in full?

JGB1955

You booked a NON refundable deal.  Just be thrilled that they've offered you an alternative date..... or claim on your travel insurance.

NursingAnna

So they can cancel their deal without any responsibility to those who have already paid for it? That doesn't seem either legal or fair. Can any company just advertise offers as non refundable then cancel and keep the customers money?

Voyager2002

JGB1955 said:

You booked a NON refundable deal.  Just be thrilled that they've offered you an alternative date..... or claim on your travel insurance.

You are missing the point that THEY cancelled.

Voyager2002

The hotel are trying it on: while life for them would be very much easier if you agreed to a change of dates, you have a right to a refund (but unless you paid by card you might have to take them to court to get it).

NursingAnna

Is there any consumer legislation that might cover my right to a refund?

Aylesbury_Duck

Consumer Rights Act 2015.

NursingAnna

Had an email saying they will not refund.

Surely there must be some consumer protection rights that cover a booking being cancelled by the vendor after being paid even if they offer something that is similar?

Stanners63

I am in the same situation. I booked with Booking.com non refundable hotel. Hotel say I can change to another date, but it was for 8 people and its going to be difficult to get everyone available again. I booked using my credit card so wondering if I am covered by Mastercard?

Westin

@Stanners63:
You have not mentioned your travel date or if the hotel has closed and cancelled your booking. You have more sway on the outcome if this is the case but as booked via an intermediary then this could complicate any section 75 claim.  If the hotel is open, dates of stay distant and you just have a disinclination to stay, then non-refundable means just that. Some hotels may however offer a concession of a refund or to hold a credit for a future stay.

catchpoler

Someone mentioned getting travel insurance to pay but in our case our excess exceeds deposit paid for stay planned with relative no longer able to travel here from USA.  No refund of deposit offered.  I can't afford to throw money away.  We are all in difficulty.  I just want to apply what is right in the law but can't find relevant part that covers consumer rights in this situation. Can anyone point in the right direction ?