Hotel.com refusing to give refundalready agreed by hotel

Cvarley78

So I have a hotel booked in Venice for 2 nights on 30th June. Flight to Italy has already been cancelled. The booking was non refundable but I note their Covid-19 page says they will be in touch to offer a voucher or refund for bookings that start on or before 30 June 2020. Rather than wait in limbo, I contacted the hotel directly via the hotel.com messaging portal to keep and official record of the conversation. To their credit, the hotel got back to me within a day and confirmed in the circumstances they were happy to allow the booking to be cancelled and a refund issued (this was also sent through the hotel.com messaging service).

I called hotel.com and got through straight away and confirmed the above but they are claiming that I have to accept a 12 voucher regardless of the hotel confirming I can have a refund. This will be useless to me as I won't be booking anywhere in the next year or so.

As I have evidence that the hotel have confirmed I can be refunded, could I do a charge back claim (after 30 June) on the basis that hotel.com are refusing to comply with the hotel's instructions?

Life__Goes__On

Cvarley78 said:

So I have a hotel booked in Venice for 2 nights on 30th June. Flight to Italy has already been cancelled. The booking was non refundable but I note their Covid-19 page says they will be in touch to offer a voucher or refund for bookings that start on or before 30 June 2020. Rather than wait in limbo, I contacted the hotel directly via the hotel.com messaging portal to keep and official record of the conversation. To their credit, the hotel got back to me within a day and confirmed in the circumstances they were happy to allow the booking to be cancelled and a refund issued (this was also sent through the hotel.com messaging service).

I called hotel.com and got through straight away and confirmed the above but they are claiming that I have to accept a 12 voucher regardless of the hotel confirming I can have a refund. This will be useless to me as I won't be booking anywhere in the next year or so.

As I have evidence that the hotel have confirmed I can be refunded, could I do a charge back claim (after 30 June) on the basis that hotel.com are refusing to comply with the hotel's instructions?

I would start the Chargeback  now using the info that hotel are happy to issue a cash refund, and Hotel.com are refusing to pass on the refund.

Cvarley78

Just had an update. The hotel confirmed the cancellation with hotels.com who have now agreed to a full refund

Life__Goes__On

Great