Booking.com refusing a to give us a refund.

Bertie2020

We booked a short break in Alicante via booking.com on 12.1.20 to travel on 22.6.20, this was a non-refundable booking.

Our flight to Alicante was cancelled due to COVID 19, when I asked for a refund Booking.com directed us to the hotel. The hotel came back on 12.5.20 (mid lock-down) to say Alicante was “business as usual”, the hotel was open (we checked web-site for hotel and it was closed and Spain were not accepting tourists) and refused to give us a refund. They did offer a voucher valid until 2022. The cost for 3 days is £416.00 a lot of money.

I have called Booking.com on numerous occasions and keep being fobbed off with excuse after excuse…the best one today was with a guy called Dave (who by his own admission does not live in the UK) who said that as of 21.6.20 we could travel to Spain??? When I said how did he propose we get there cos our flight had been cancelled – his reply was “you could have got there by other means”

 

I have taken this matter up with our credit card, who have refunded us the money, but with the following condition

“However, if the retailer provides evidence of the transaction being valid, your account will be debited for the full amount of the transaction detailed above. Also, the interest will be back-dated on this amount from the date it had been placed into dispute.

 

“It is advisable not to use the funds credited to your account (this credit leaves us with a credit balance on our credit card) or dispose of any goods relating to the transaction until we write to you confirming that either the retailer has accepted their liability under Visa Rules and Regulations or evidence has been provided that the transaction is valid and that we will be reapplying the transaction to your account.”

 

Are we entitled to a refund, and can the credit card company actually have the money back after refunding us.

 

[Deleted User]

They seem to be talking rubbish as Spain was in full lockdown on 12 May and FCO is still advising against travel there today.       

Booking.com can challenge the chargeback and the bank can reverse it if they agree but I can't honestly see how they have a cat in hells chance .    I guess the only way they could is if they argue that you didn't give them a chance to refund you. (as your DOT is today?)   But your credit card company must have been satisfied you had done all you could before agreeing it.

I wouldn't worry but keep it on card for time being - just in case!

Bertie2020

Thank you for your advice.

I have as previously stated had numerous calls to Booking.com all with different responses from "we are not looking a issuing refunds til mid June" to the ridiculous one today.

Mrsn

The chances are the charge back won’t be reversed on what you e told us but the credit card company have to make you aware of that clause just incase.

Anamox

I don't think you'll have a problem with the credit card section 75 claim.

Spain has only opened up to tourists in the last two weeks and all Brits that are travelling there are doing so against FCO advice, which is up to them and isn't illegal, so almost definitely aren't insured. Obviously as you say, getting a flight would have been nigh-on impossible.