Hotels.com and hotel in standoff over refund

StandingInTheSun

We booked a non-refundable booking for a hotel in San Francisco via Hotels.com, due for late July.

For obvious reasons, this isn't happening. Our flight is cancelled, the borders are closed, and most importantly in terms of getting a refund, the hotel itself is closed, and according to San Francisco guidelines, it won't be opening until the middle of August at the earliest |(I'm a new member so can't post links but this is the official stance of the SF local government and you can easily find the link online)

I contacted Hotels.com and they agree that we meet all the criteria for a refund. However, they need "permission" from the hotel to do this. The problem is that the hotel refuse to answer emails, they don't respond on social media, and when the Hotels.com representative finally got somebody to answer the phone, they said there was nothing they could do and to ring back tomorrow! The hotel are basically washing their hands of this, while Hotels.com are claiming they can't take action independently.

What's the best course of action here? I'm guessing a Section 75 claim, but wondering will the bank play hard ball because Hotels.com were an intermediary? Should a Section 75 claim be made before or after the date passes?

Thanks for your help!

StandingInTheSun

Any help folks?

StandingInTheSun

Third time of asking - there must be somebody here who can offer advice?

StandingInTheSun

Third time of asking - there must be somebody here who can offer advice?

[Deleted User]

Hi there,   Sorry you didn't get any response.    I am assuming you didn't book a package including flights with hotels.com only the hotel.   If the hotel is closed then you should be entitled to a refund from hotels.com as this is who you paid your money to.  However, as the date you are booked in hasn't arrived yet, I suspect Hotels.com will wait until they get actual confirmation from the hotel that it will not be open (even if you know now it won't be)   Most agents are working in strict date order of travel as there are so many to sort out.    

My advice would be to send an email to hotels.com requesting a refund on the basis the hotel is not going to be open.   Then if they don't reply within 2 weeks which will pass your date of travel, you could consider starting a chargeback from your account on the basis you did not receive the goods you paid for.    Banks will want to know you have tried to obtain a refund from the agents before considering your claim so if you can send proof of contact all the better and proof the hotel is not open also.  

Hope this helps as it is what I would do, others may have different ideas.

StandingInTheSun

Just to follow up on this, I contacted the hotel directly as Hotels.com said they were waiting for a reply.

Hotel were very helpful and basically said Hotels.com are deliberately doing this, they have had so many complaints about it.

The hotel sent me an email confirming that my booking was cancelled and all fees waived, so I forwarded it onto Hotels.com (who still have the money, not the hotel) and twice now have gotten a generic "We can't answer emails right now, try ringing us instead" reply.

I'll ring them today but if there is no joy I'll be doing a Section 75 claim as have all the evidence I need at this stage.