Booking.com

soolin

I spoke too soon about my refund. Whilst sitting here for the past several hours trying to get in touch with Ryanair, I decided to chase up the refund from my hotel that was promised.

I just got a reply back that they are only offering a change of dates and I can book until the end of the year, this is despite being told I was getting a refund. So what with that and Ryanair I am not a happy bunny.

aphrodita3

Before all situation with COVID-19 even came to play, last year (July 2019) we booked 2-night stay in an Erlangen hotel (Bavaria) via Booking.com. We tried to contact the hotel for a free cancellation, however they refuse it, whilst Booking.com says "your contract is with the hotel" (I am mindful they are correct). Booking.com has a partner's page/guideline with information which reservations fall under their "Force Majeure" policy where guests can't be (put can be) charged. I am appreciative of the fact that if our flights will be cancelled (RyanAir) and we would not be able to attend the hotel, in normal circumstances they are in their rights to charge our credit card. The questions is really (and I am sure some of people out there are in the similar situation) is that under the German law and current government and Federal Ministry of Health, German hotels are not allowed to accommodate any tourists (“only for necessary, but not for tourist purposes”). This trend does not have a back-stop meaning that even if our flights are cancelled, the hotel cannot provide the service (without breaking the law), but will charge our credit card (100% cancellation charge). I don't believe this stands the test of reasonability or fairness as in either circumstances hotel will be liable for non-delivery of services. 

This fact was highlighted to the hotel (who ignored it) and to Booking.com who still allows this (and other German hotels) to advertise as open for business for tourists which is incorrect/misleading. I believe there was a similar big outrage where Booking.com kept offering Scottish accommodation reservations.

If I remember consumer law correctly, a company cannot charge for the service they can't provide, as this will be simply fraud/scam initiated by the hotel and supported by Booking.com (or similar irresponsible platforms).  

Did anybody had a similar situation where the hotel would be unable to accommodate you (as per the law with enough supporting evidence), but still planning or did take money from your account? Did anybody challenge this with their Credit Card providers (under Section 75?).  Thank you very much

joncombe

I am in a similar situation. I booked a hotel stay in Belgium for early May (it was booked last year) via booking.com. The reservation is listed as non refundable but the hotel is currently closed. I did request to cancel but the hotel are refusing a refund, only offering rebooking or a voucher but I don't want to accept this because I don't know when I will be able to go (probably not until next year, now) or if the hotel will even exist by then.

The hotel is currently closed so unless that changes in the next 3 weeks or so they will be unable to deliver the service I have paid for. So I will likely take it up with the credit card company in the hope they will be prepared to refund it, as the serivce was not provided. If not I can try the travel insurance route but that will leave me out of pocket because I would have to pay the excess.

A rebooking isn't really an option until I actually know when I can go, otherwise I run the risk of booking for another date in the future only to find we are still not allowed to leave the country and/or enter Belgium and then I could lose out if the hotel IS open by then.

Retireby40

Thrugelmir said:

Retireby40 said:

Yeah keep the booking open. Dont cancel it yourself.

In this day and age though I do wonder with so many refundable options why people continue to book non refundable hotels. Plenty of brilliant hotels at similar prices with free cancellation.

To try and save money. Hotel runs the risk of late cancellation with the refundable option. The premium paid is in effect insurance. 

Theres plenty of nice places available with free cancellation. Would never pay upfront for a hotel I cant be 100% certain I will use. 

Had a quick look in September for a weekend away in a major UK city. Exact same room, hotel non refundable £171. Free cancellation £190. So the difference is £19 quid.

Obviously it can differ but I'd say about 10% saving is about the norm. Is it worth it to risk losing the money? 

This isnt about predicting pandemics. This is about any other one of a thousand things that could crop up before you go. Break a leg, have to repair the boiler hence no money etc 

aphrodita3

joncombe said:

The hotel is currently closed so unless that changes in the next 3 weeks or so they will be unable to deliver the service I have paid for. So I will likely take it up with the credit card company in the hope they will be prepared to refund it, as the serivce was not provided. 

Keep us posted, and so will I, but my question was really if it is legal (maybe some lawyers on the forum), I believe it is fraud to charge for something you know you can't deliver. I have given all data to Booking.com (who don't care), but the hotel knows they are in wrong and I am wondering that if all evidence is provided (which I am collecting) will be sufficient for a Credit Card company (mine is TescoBank) to do charge-back.... or if it at all possible to prevent them taking the money in the first place to avoid hassle... hotel being closed for business (for tourists) seem to be enough reason for an honest hotel to cancel reservation....

andysounds

I have booked 2 nights at a hotel in Eastbourne through the booking.com Web site for the start of June . When booking I chose the cheaper non refundable option as I had every intention of staying. The event is was to be attending has now been cancelled due to covid 19. The hotel I was due to stay in is closed to guests at this time with no date for reopening.
Under these circumstances am I entitled to a refund? 

Thanks

Browntoa

Legally it was a non refundable room.

Ethically , maybe the hotel should

clivep

Legally you are entitled a refund if they are unable to fulfil the contract.

It all depends on whether or not the hotel has re-opened at the time of your visit.  It may well be just before your visit before they notify you of them cancelling at which time you should be offered a full refund. You'll have to sit tight & wait to see.

We had 3 hotels booked through eBookers for a trip to Scotland:

1st for 22nd April was refundable and we've received a refund.

2nd for 24th April was non-refundable but hotel closed and eBookers gave option for refund which has been received.

3rd for 2nd May was non-refundable but 3 days ago we had notification from hotel of it's closure and offering a full refund. The cancellation needs to be done through eBookers and currently this can only be done for dates up until 30th April so I'll have to wait a few days.

The cottage booked for 25th April to 2nd May was booked directly with the owners who have behaved very well and given a full refund.

Browntoa

Bumping into merge

Browntoa

Bumping into merge