Prepaid accomodation closed but hotels.com refusing refund

martin_b_4

We booked a holiday apartment in Italy through hotels.com. We attempted to contact the apartment to arrange check in but their phone lines are dead and they are have not responded to emails. We were due to check in tomorrow, now we can't go because we can only assume the place will be locked and nobody will be there to let us in.

We thought this would be a simple case of a refund since hotels.com could not contact them to confirm our booking either, but instead hotels.com are saying they need to get the money back from the apartment first before they can refund us and they will keep on trying. Since we've been trying to contact the apartment for several weeks this is not looking good, we will be waiting indefinitely for this.

Where do we stand legally with this? I thought our contract was with hotels.com as we paid the money to them, and therefore we should be able to get a refund from them, but they're pushing back on this?

Thanks

LadyDee

Have you tried your travel insurance?

koalakoala

Or credit card?

PETERLUCAS07

In my case, the apartments that I booked in Barbados did not charge me, but hotels.com have embezzled the money I paid them for the booking.  After many communications with hotels.com, who will not refund me, I have issued Court proceedings against hotels.com using the "small claims court" process.

eve824

I had a total nightmare with hotels.com and would never use them again.
Booked 2 nights in a hotel in Memphis, arrived at 10pm after a long drive to find the hotel not only closed, but totally derelict with homeless people living there. Phoned them for help and long story short their response was dismal, we didn't check in to an alternative hotel until well after midnight and all they could offer us was a measly £20 off next booking as a sorry.