Hotel cancelled, no refund or voucher

comred

My girlfriend booked a hotel in London for the start of April. She emailed them asking for a refund or a voucher but they replied saying 

"I regret to inform you that due to the Government’s directives on Covid-19 and the responsibilities that we have to our staff and guests, we have taken the decision to close the doors of Strand Palace temporarily from Tuesday 24th March.

 I can see that you have booked an advance purchase rate which means your booking would normally be non-refundable and non-amendable.

 As such, we are currently not in a position to offer a refund and would advise you to make any refund claims with your travel insurance."

She did not have travel insurance and paid on debit card, is there anyway she can get a refund?

Thanks

couriervanman

Claim via credit/debit card but only after.........giving them plenty of grief on phone/email & social media

Alan_Bowen

It is only non-refundable if you cancelled, not if the hotel is closed and cannot provide the service paid for. You have asked and they have refused, so time to apply to the card issuer for a full refund by way of a chargeback

Westin

They fail to mention the issue you have found on their glowing testimonial which talks about stay open during the war and how they are helping to accommodate key workers now.
https://www.strandpalacehotel.co.uk/our-response-to-covid-19/

There is a contact number on that link.  I would remind them that they can not push the loss off to your travel insurance if it is they that have cancelled your stay.  They are obliged to give you a refund, no matter the rate type you booked. 

If that fails try a public shaming https://twitter.com/StrandPalace

comred

Thank you all for the replies, I left them a message on their twitter and @ them on the which website too.