Help if you used booking.com as an agent

helenk1234

We booked  hotel in Malaysia using booking.com. It was not part of a package as we were going to be staying with friends for part of the time. The credit card payment was made directly to the hotel so booking.com seemed to just act as an agent. Via booking.com we asked the hotel to refund us for the trip (mid June) but they told us to get lost. Anyone had a similar experience? Is there any case for booking.com to refund.?Unfortunately our very expensive travel insurance policy is with Staysure and as seems to be common they also told us to get lost because we didn't have travel disruption cover (which I didn't even know I hadn't got). 

lady1964

We have a similar situation, booked via Booking.com, accommodation we booked took a 50% holding deposit but free cancellation, we cancelled on 12/4, refund due within 14 days, not received so I chased the accomodation, no response to my messages, phone call or live chat. I’m now in contact with Booking.com who are dealing with the issue so it might be that you have to persevere with B.Com as they’ve not told me to get lost, they do seem to be dealing with it, although I’ve mentioned to them that I will contacting my credit card provider to resolve as that’s how I paid.

Life__Goes__On

helenk1234 said:

We booked  hotel in Malaysia using booking.com. It was not part of a package as we were going to be staying with friends for part of the time. The credit card payment was made directly to the hotel so booking.com seemed to just act as an agent. Via booking.com we asked the hotel to refund us for the trip (mid June) but they told us to get lost. Anyone had a similar experience? Is there any case for booking.com to refund.?Unfortunately our very expensive travel insurance policy is with Staysure and as seems to be common they also told us to get lost because we didn't have travel disruption cover (which I didn't even know I hadn't got). 

What were the terms of the booking?

helenk1234

The booking was non refundable. I didn't worry as I thought I had very comprehensive travel insurance that would cover me for all possible problems. I was wrong! 

Life__Goes__On

Malaysia are due to end their lockdown on 9th June. Currently " Staying in hotels for leisure purposes is still not allowed"
If they extent that lockdown you could try and claim a refund, as you legally couldn't stay.