Booking.com not getting refund

Ljambo

I had a hotel booking for a place in Ireland for November but because of restrictions in Ireland the hotel cancelled my booking. I have tried to get a refund from the hotel but all they are willing to do is rebook the reservation. I spoke to booking.com who agreed I should get a refund. However, they have now advised me that the hotel won't give a refund and if I want to discuss it further contact the hotel. So my question is what can I do to solve this matter as booking.com have washed there hands of it and the hotel are not giving a refund. 

[Deleted User]

Have a look at the terms you booked under regarding cancellation by hotel.  

Booking.com now state that your contract is with the trip provider (hotel, owner etc) and not with them so any refunds are in the hands of the hotel.  I am not sure if this has always been the case or not.  I have booked loads of accommodation with booking.com in past but never had any need to check this info previously. 

So if that is cleared up, the hotel should give you a refund as they could not provide the goods. 

You may be able to instigate a chargeback but not sure if this would have to be against Booking.com as this is who you paid the money to.  Maybe others will be around to confirm if this is a possibility.  In meantime keep on at the hotel requesting the refund (you can submit this with your claim if applicable) 

Are you speaking about UK or Republic? 

Sorry not very helpful but there are so many grey areas with regard to refunds and even in clear cut cases, people are having trouble getting their refunds.   Good luck 

Ljambo

It's the republic of Ireland. Not sure if this makes a difference. 

Westin

“However, they have now advised me that the hotel won't give a refund and if I want to discuss it further contact the hotel.” - that advice is correct. Booking.com are just an intermediary booking platform.

Which hotel is this?  Is it definitely closed?

Ljambo

Westin said:

Which hotel is this?  Is it definitely closed?

It's D hotel Drogheda. The hotel contacted me because of covid restrictions in the ROI they can't honour the booking. Im going to try and speak to my bank and get a charge back. From what's been said in this thread booking.com can relinquish all responsibility. However Im unsure if this would be possible because the hotel in not in the UK. Also 

Thrugelmir

Tedber said:

You may be able to instigate a chargeback but not sure if this would have to be against Booking.com as this is who you paid the money to.  

Booking.Com may now operate on an escrow basis. Not actually treating the funds received as their own. Then they don't leave themselves exposed to such claims. 

Westin

Ljambo said:

Westin said:

Which hotel is this?  Is it definitely closed?

It's D hotel Drogheda. The hotel contacted me because of covid restrictions in the ROI they can't honour the booking. Im going to try and speak to my bank and get a charge back. From what's been said in this thread booking.com can relinquish all responsibility. However Im unsure if this would be possible because the hotel in not in the UK. 

While you have the chance I would take a screen shot of the hotel website page which currently states - 
“The d hotel is open for essential workers” and “ We are unable to accommodate leisure bookings at this time”. These might be useful to have when raising a claim for a refund.

I would then do some research to see if Ireland have legislated for such eventuality or released guidance (similar to the CMA in the U.K.).

My feeling is that if the hotel won’t accept your reservation stay then they should offer you the option to reschedule, a credit or a refund. Your choice. I don’t however know what rules or guidelines the Irish are operating in these circumstances.

Just to you point about booking.com ‘relinquishing all responsibility”. It’s not quite like that. They may offer to support your claim but they are just an intermediary between you and the hotel.  Your agreement is with the hotel. All this covered in those booking conditions you will have read and agreed to. Booking.com is not a full service travel agent.

Hope you get your refund.

Sgrady2004

Hi I recently used Booking.com to book holiday accommodation in the UK. In particular I wanted access to a swimming pool. I used their filters to choose a place with a pool. It had a pool as its main photo. The description also said it had 2 bathrooms. After paying, it came to light that the pool had been closed for months and would remain so. When we went there, it had only 1 bathroom. Despite posting negative reviews, and after phone calls, neither party would agree that they had done anything wrong so I used Resolver, and negotiated with Booking.com a £100 refund from the £440 payment. I was very happy with the Resolver service, and hope that the description has now been updated.

sheramber

has the hotel offered rebooking?


ROI level 5 restrictions  

• hotels, guesthouses and B&Bs may remain open, but only to support provision of essential services
•