Hotel refused refund

ablitt1031

Hi. I booked and paid for a hotel in Scotland before lockdown was implemented. The hotel has closed and not accepting any guests. I don't have an issue with this as it is sensible. My issue is they won't refund as I they say I booked using a non refundable room rate. I feel that as we have not cancelled, (I know lockdown rules wouldn't allow us to go, and the hotel probably wants to keep as much money as possible, they are still open for key workers) we should be refunded. Has anyone got an idea of where I stand with this. 

Aylesbury_Duck

If they're closed when you're supposed to be staying, you're owed a refund.  The non-cancellation clause relates to you cancelling, not them.  How did you pay?

ablitt1031

By card, so if need be I will go to bank/credit card. Thank you. I thought I was right, I have said to the woman on the phone that I have not cancelled so the non refundable payment is not appropriate. But she got irate and put the phone down after saying a director will call me back 

DoaM

The hotel are wrong. Raise a claim with your card provider.

Late1stTimeBuyer

I had something similar recently, we were supposed to be staying but couldn't as they were closed. They obviously preferred us to transfer our dates rather than refund, which we did as we were happy to do so. 
They were very slow to reply to emails until I mentioned doing a charge back then the manager rung me to sort it. 
If they are closed you are entitled to a refund as it's them that have failed to fulfill the contract. Have a check of their terms and conditions.