Booking.com refusing refund

janet_oggy

I would reluctantly have to accept the current outcome were it not for the fact that Booking.com's website clearly states  "IF YOU PREFER TO RECEIVE A REFUND, YOU ARE ENTITLED TO THAT",  
Well, unsurprisingly I would prefer to receive a refund.
I clearly believe I complied with all of the terms and conditions applicable at the time of booking and thereafter with the landlord,
so where do I stand legally ??

eskbanker

A possible interpretation of vague clauses - I'm wondering if their reference to 'the above category' signifies refundable bookings only, with the wording following only applying to those?

You chose a policy when you made a booking on our platform. If that policy allows a change of dates or a free cancellation, you are entitled to that.

For bookings made before 6 April: You may be able to change or cancel your (non refundable) booking for free if you cannot travel to or stay at the property as a result of implications of the Coronavirus (COVID-19) outbreak, such as government travel restrictions (e.g. closed borders). This depends on several factors, including your country of origin, your destination, the date on which you made your booking, your departure date, your arrival date and your reason for travelling. If your booking falls within the above category, the property should allow your date change request or cancellation. If you wish to cancel your booking and have already made a prepayment, the property should offer you credit or a voucher for a future stay. If you prefer to receive a refund, you are entitled to that.

TheShape

The issue here appears to be that you didn't contact Booking.com until after the period of your booking.  

Cancelling with Booking.com before the date of stay would presumably mean that Booking.com could invoke their refund policy and would be able to refund you rather than passing the funds to the property.  I expect Booking.com has got considerable clout when it comes to their dealings with properties.

Your booking was for 1st to 10th September.  When did you contact Booking.com?

(Note: I have personally received a refund from Booking.com for a Non-refundable booking for September in Morocco.  I did, however, contact Booking.com a fortnight before the booked date).

janet_oggy

I only contacted Booking.com this week for a refund BUT, when we realised that we weren't going to be able to go, I contacted the landlord direct in June asking what options were available to us and he then offered us a 2 year credit on the reservation. I asked him if I should cancel the booking with Booking.com and he replied "Leave the booking the way it is as I only get paid after your scheduled stay", otherwise I would have cancelled it then .

nilanteh

janet_oggy said:

I only contacted Booking.com this week for a refund BUT, when we realised that we weren't going to be able to go, I contacted the landlord direct in June asking what options were available to us and he then offered us a 2 year credit on the reservation. I asked him if I should cancel the booking with Booking.com and he replied "Leave the booking the way it is as I only get paid after your scheduled stay", otherwise I would have cancelled it then .

So it sounds like he will now have your money not booking.com 

janet_oggy

Yeah, obviously he has and isn't budging on offering a refund unfortunately, but we feel very aggrieved that we were persuaded not to cancel the reservation when we wanted to back in June and that Booking.com are now saying it's our fault for not going !!!

Thrugelmir

Sounds like the Landlord knew how to play the system. Plenty of other booking sites available if Booking.Com decline his business in future. Dog eats dog world at the moment. 

janet_oggy

You could be right Thrugelmir as I've looked at the property again on Booking.com and regardless of the dates I put in for next year, it comes up as "unavailable on our site", so I'm wondering if he may have withdrawn from them already ??
I have emailed him asking for any dates next year and am awaiting a reply.

Bogof_OAP

janet_oggy said:

You could be right Thrugelmir as I've looked at the property again on Booking.com and regardless of the dates I put in for next year, it comes up as "unavailable on our site", so I'm wondering if he may have withdrawn from them already ??
I have emailed him asking for any dates next year and am awaiting a reply.

I think a hotelier can block enquiries from would-be customers if they wish to.  I once gave a less than favourable review for a place I stayed in (in the UK) and ever since when I query future dates it is always "unavailable".  I believe there's a facility on booking.com for them to do this.

janet_oggy

Cheers Bogof, wasn't aware of that....I've just tried checking through my phone on 4G , rather than wifi, but it still comes up with the same.