Hotel.com refund voucher

Vaughny123

Has anyone been able to actually get the refund voucher offered by Hotels.com? I had a trip booked in April which was cancelled and Hotels.com offered a voucher due to the situation. The hotel we were due to sat with has advised me that they refunded Hotels.com the money in August and I have contacted them on 4 occasions and just keep getting fobbed off. I've been told that the have a backlog, they are incredibly busy dealing with all the covid fall out and now there has been 'an issue with the system' starting to get extremely hacked off, feel like my money is being held hostage!

[Deleted User]

Seems an exceptionally long time to be waiting on a 'voucher' to be honest.   If you had posted earlier I think most people would have suggested you try a chargeback but now you are outwith the time frame for that.    If you are managing to speak to them and they keep saying your voucher  'is on it's way' I doubt you would be successful with a section 75 claim (you have to have paid over £100 with credit card).   Other than that I would keep on at them.   They shouldn't have any excuses for taking 5 months for issuing a voucher but if they had to wait for the hotel to refund them I guess it really is only a month or so?   (still think it is ridiculous)   Sorry, not a lot of help.  Hopefully you will get your voucher soon.

The_Quickster

Hi Vaughny123, I'm having real issues with Hotels.com too.  It's turned into quite a saga.  My original payment was in January and it was a booking for the Easter weekend, which the Hotel /Hotels.com cancelled on me.  I initiated contact with Hotels.com requesting a refund back in May.  I get a different story each time I call them and each call takes somewhere between 20-50 minutes. The person I spoke with yesterday was very apologetic and confirmed I'd be given a full refund within 7 working days (this too 23 minutes).  Today I received an email from them saying there was an error processing my refund and they need me to fax (yes, FAX!) my card details to them.  The person I have just spoke with has gone back on the agreement to process a full refund (that took 44 minutes).  I'm now starting a section 75 process as the payment was over £200 and I've had enough of this run-around.

eskbanker

The_Quickster said:

I'm now starting a section 75 process as the payment was over £200 and I've had enough of this run-around.

Unfortunately the use of an intermediary such as hotels.com breaks the direct debtor-creditor-supplier chain needed for a successful s75 claim so chances are that will be rejected, and you've left it too late to initiate a chargeback process that would otherwise have been a better option....