Hotel Voucher - IMPOSSIBLE to use on Hotel.com

scottbatnewcroft

Hi really frustrated.  Booked ten nights in hotel in Turkey in mid Jun.  Onset of COVID  - flights refunded no problems (thanks Jet2).  Hotel.com stated that as I had booked a Non-refundable rate they would only offer a voucher for same hotel, to be used and travel within 12 months.  I asked for refund & used the Competition and Markets Authority advice and Gov.UK website advice from Martins show, but got nowhere.  Eventually accepted the voucher.  Here's the best bit.. the hotel in Turkey I have to rebook with, shows no availability on Hotel.com website AT ALL (this has been for 3 weeks now).   I checked and it is available no problem on  competitor websites like travel republics.  I have web chatted and spoken on phone to Hotel.com customer services 5 times, who just say its the hotel not updating them with new availability and we should just wait and keep trying.   They seem unwilling to take it further.   Out of interest I emailed the hotel in Turkey direct to move things along. They emailed back and stated they are no longer working with Hotels.com due to recent problems and cant help.   Should I carry on trying Hotels.com or try for a credit card charge back or  try and claim on my holiday insurance?    Any advice please!

[Deleted User]

Now you have proof from the hotel that they are not using Hotels.com I would get on to them again and tell them, you are aware the hotel has severed ties, they are lying to you and as they have no way of supplying the goods you have paid for, you are claiming a charge back from your bank/taking them to court.  I would send a letter to the top (get proof of postage, no need to get recorded as this will be returned if there is nobody to sign)  I would send copies to wherever I think fit (Holiday Watchdog, CMA,  for example)  At the very least, you should be able to use this voucher to book another hotel wherever you choose, not even in Turkey if you don't want.   

I am hearing awful things now about vouchers (family has one, yet to try to use).   Needs sorting out by CMA,  If people can't use them or they have to pay more for the same holiday using voucher then they are not equivalent to refunds i.m.o.    

Please do let us know how you get on with this and good luck.   Maybe others may have more (better) ideas!

Tammykitty

I had a similar issue - think the hotel may have closed or similar - but after a lot of emails and twitter comments - I finally was offered my refund.
I said in my chat with hotels.com - that firstly I never accepted the voucher (my chargeback request was rejected - as supposedly I cancelled the booking - I didn't!, so I asked for proof that I cancelled the booking.
I also stated that the hotel had no availability on Hotels.com (or other sites..), so the voucher I had received was therefore useless.
I asked for a transcript of every chat conversation with them.
I quoted the coronavirus legislation that the hotel was not allowed to accept me as a guest at the time (UK hotel)
Not sure what the rules were in Turkey - was the hotel open?