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Prepaid accomodation closed but hotels.com refusing refund

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Prepaid accomodation closed but hotels.com refusing refund

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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

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