London hotel refund

Rachelh12

My partner and I booked a hotel for London via booking.com staying July 16th - 19th we have been trying to claim a refund since hotels reopened and had no joy, booking.com won’t take responsibility and the hotel (Hotel Rafayel London) claim there is no staff to look into this, not even a hotel manager to speak to! Not to sure how a hotel can run without someone managing it. We where supposed to be visiting for a relaxing weekend enjoying the hotel spa which is not open due to coronavirus. Our reservation is tomorrow and we have no solution, customer service from the hotel is disgusting, booking.com has only been marginally better. If anyone can give us advice or help this would be greatly appreciated, it wasn’t a cheap booking for a peak season weekend in London  we need this sorting. TIA 

mr_stripey

but the hotel is open, so you could still go? Maybe they would reduce the price because the spa is not open?

Rachelh12

The hotel can't provide the service or the purpose of our stay so there is no need for use to travel and stay at this hotel therefore we are entitled to a refund and the receptionist has said this from the hotel 

mr_stripey

i *think* you should be chasing booking.com rather than the hotel, since that is who your booking is with,
Was it a flexible booking?

I have heard of them (booking.com) offering vouchers when a hotel is closed. Although in this case the hotel is not closed, even those some of the facilities are.

[Deleted User]

I honestly think you will have a hard job getting a refund if the hotel is up and running despite the spa not being open.   Most hotels will have it written into the t's and c's that they can withdraw services due to circumstances beyond their control.    Take a look at them.    If you don't turn up I think you will be regarded as a 'no show' and therefore not able to claim a refund on your card or insurance if you have it.   

comeandgo

Hotel is open and you are refusing to go.  What were the terms and conditions when you booked?  Booking.com is a bit like yellow pages, it's a directory, they don't have your money.