Hotels.com

AnnieCath65

Hi MSE Community. Can anyone offer advice of where to go now. I booked a hotel back in January to go to Spain in May via Hotels.com. Obviously ths was not possible and the hotel cancelld my booking for free. [The room was booked as non-refundabale but I understood that to apply if I cancelled the trip not if the seller just didn't or couldn't provide the room.] However, Hotels.com will not refund me as they say they 1st paid my money to an intermediate company and this company's policy is to not refund. This is even though the hotel never got the money and I never got the service I bought. Although my contract is with Hotels.com, they simply will not relent or even offer vouchers as this 3rd party's policy is not to do so. The Spanish hotel has even been in touch to try to sort this out but to no avail. How can this be legal? It feels like theft. I'm out of time for chargeback as I've spent 3 months trying to sort this out. Any help would be greatly appreciated. Thanks in advance.

Berniel2010

Hi Annie, i am also in the same position from an apartment which was booked in April in Dublin. The apartment is also not answering or returning calls or emails 

eskbanker

AnnieCath65 said:

I'm out of time for chargeback as I've spent 3 months trying to sort this out.

The chargeback limit is 120 days, i.e. nearly four months, so that shouldn't have expired yet.

If hotels.com accepted that they weren't able to supply what you paid for (assuming they confirmed the cancellation to you) then other commercial arrangements further downstream are irrelevant, so push on with a chargeback claim if hotels.com are uncooperative.

AnnieCath65

Thanks eskbanker. I had read the charge back limit was 60 days. I will definitely try this now.

AnnieCath65

Hi Bernie,
I have also got to the point where Hotels.com simply won't answer my emails and say the booking is marked as completed when I phone up. The hotel says there is nothing more I can do. Am going to try Chargeback as sujested and will let you know how I get on.  

Tammykitty

WAs the hotel actually open?

AnnieCath65

Hi Tammy. No the hotel was shut. We were due to arrive on 15th May and the hotel sent notification to this 3rd party on 8th May that they were cancelling our booking without charge. Hotels.com have seen all this documentation but still say that it is the hotel that refuses the refund even though they have never had it or submitted an invoice for it (apparently under normal circumstances they would only recieve ipayment once our stay had finished).

PETERLUCAS07

Hello.  I am in a similar position with Hotels.com.  Having exhausted all other avenues, I have decided to proceed through the 'Small Claims Court'.  However Hotels.com refuse to provide me with a UK for the service of legal proceedings.  What a shower!