Refund for bookings that could not take place

CarlaJ7

We booked a trip through booking.com back in February for weekend of June 26th. The booking was a non-refundable booking and was paid on Amex card. Due to country being in lockdown we were unable to make our booking . Whilst trying to get a re-fund, bookings have disagreed and even have said that we went to the property ( which we never and was impossible). Amex card will not refund us either as saying that bookings have said we went to property ( which we didn’t). We have even tried section 75 with Amex and they have rejected this. What are our options? 

[Deleted User]

This is one for your travel insurance.

eskbanker

Given lack of cooperation from supplier and card company, both of whom will have the law on their side for a non-refundable booking that presumably wasn't cancelled by the supplier, your only other option is your travel insurance.

mattyprice4004

Yep - insurance job. If the property was open it's not their fault you couldn't make it - so Amex won't be interested as the service was available to you.

If you have no insurance, it's a 'suck it up' situation I'm afraid.

CarlaJ7

The probably is the property couldn’t be opened as the government had locked everything down, so we couldn’t go.

CarlaJ7

Will try travel insurance but will never be be booking through booking.com again 

Westin

Why not just steer clear of booking restrictive room rates? Booking.com offer flexible rates with refund options if travel plan should change. 

CKhalvashi

CarlaJ7 said:

Will try travel insurance but will never be be booking through booking.com again 

Booking don't own or operate any accommodation, they are simply the middleman.

The accommodation has told Booking that it's not refundable, and you've been able to get a discounted rate as a result of this. The more flexible options, while a little more expensive, are something to seriously consider with the current circumstances.

eskbanker

CarlaJ7 said:

The probably is the property couldn’t be opened as the government had locked everything down, so we couldn’t go.

That wording seems to cover two completely different scenarios - if the property was closed then you'd have confirmed this beforehand with bookings.com and/or the owner and they'd have been obliged to refund you as they were cancelling the booking by virtue of being unable to honour it.  On the other hand, if the property was open but you couldn't get to it, then that's seen as you cancelling the booking, and therefore being liable for the cost if non-refundable, although insurance may cover this, depending on the policy terms.

mattyprice4004

CarlaJ7 said:

Will try travel insurance but will never be be booking through booking.com again 

Why not? They've done nothing wrong, and any other agent would be the same.

You not being able to get there isn't their problem, and that would apply nomatter who you booked with.

sgun

Was the hotel shut? Do you have evidence of this? If so, you are due a refund (non-refundable rates are not always non-refundable). If it was open then you are not due a refund. If you had cancelled when the hotel was still open and it subsequently closed you are not due a refund.