Fully refundable no cancel fee Travago hotel won’t refund

bockers

Booked Premier inn hotel in Newcastle for 30Dec. Initially Premier inn had no availability direct but found a room on trivago. On 20 March I made a booking for £230 but was sure to get a fully refundable zero fee cancellation rate using Visa Credit card.

3days later I found a far cheaper rate with Premier Inn so went back into my trivago account and cancelled the booking.

Initially the booking company, Montgomery travel (based in Germany)accepted but said  they needed my bank details as they could not make credit card refunds. However weeks later and nothing.  Eventually got contact with the company and they refused to refund me. They would give me a voucher but if I wanted a refund I would have to wait till 21 January 2021!  They said their booking conditions had changed on 4th April in accordance with German COVID law and they would not be making refunds.  The fact that I booked an applied to camel well before this date is irrelevant they say.

So contacted Visa who said they would apply for charge back but that was over a month ago and I still don’t have my refund. 

Should I just demand visa give me a refund?  If not what else should I be doing?
Many thanks in advance.

mattyprice4004

Chargeback can take a while, as they need to give the company time to dispute it - a month isn't out the ordinary. 
You'll just have to hang on a bit longer; it took 4 months for a chargeback for me against a large retailer last year to be finalised. 

bockers

That’s good to know. I’ll wait patiently. 

missile

It took 28 days and a complaint before Nationwide even acknowledged my charge back request. Now they estimate 6-8 weeks to process my claim.