Hotels.com not refunding

sa1601

Hi
Is anyone else having trouble getting a refund from Hotels.com? Booked a stay at a UK hotel. Booking paid for on debit card through Hotels.com. The hotel has cancelled due to being closed. Asked the hotel for a refund but they say to contact Hotels.com for a refund. Hotels.com say that they have to check the cancellation policy with hotel before issuing the refund, but they say the hotel is not responding. We have told them we haven't cancelled but no response. Any advice anyone? 
Many thanks

StandingInTheSun

Same problem with me. Hotel in San Fran is closed - Hotels.com say they can't refund without confirmation from the hotel, who refuse to respond to them or indeed me.

I think in this case it's best to go the credit card route.

WhatAlifeEH

I think we have all been scammed by Hotels.Com because the same thing happened to me....and the same reason. As well cannot get my refund back. SAME DATE here as well. Sounds quite fishy to me. ... I am putting in a law suit if I don't get back the money they took from me.

sharpe106

Hotels.com are just the middle man so unless the hotel tells them then they can't refund you as they don't know. 

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.