Help! Who owes me my refund?? Hotel or Booking.com?

Motorebambino

Hello!
I recently booked a stay costing more than £450 at a UK hotel through booking.com.   The booking was for over 6months in the future and was on a free cancellation rate until 3 days before the stay.  I hadn't taken in that prepayment could be taken at anytime, until it was out of my bank account!  Damn!  I cancelled the hotel via the free cancellations on booking.com in the hope I would get a speedy refund because times are hard.  I contacted the hotel to ask when I might receive my refund, and they said it was nothing to do with them and to contact booking.com.  Thing is - it's the hotel that is on my bank statement, and definitely them that have got my £450.  Nonetheless I contacted booking.com and low and behold they said it was not to do with them, and that the hotel had to make the refund.  Booking.com have not been able to get in touch with the hotel (no surprises there) and this has continued back and forth for days now.  I still have no indication when I might receive my refund (if at all at this rate) or who owes me it.  The hotel are not quick at getting back to me and I am now aware they are actively delaying their responses and refusing to call me or answer the phone to me.   I am at a total loss.  Has anybody else had this issue?  Any advice or knowledge from experience would be greatly appreciated.  I need my money back!  I know we could eventually go through my bank as I made the payment on my credit card, but I really don't want to do this if it can be avoided.  Thank you in advance!

[Deleted User]

Go to your credit card now.

in_my_wellies

I feel for you. My brother in New Zealand had exactly the same situation for a holiday booked last January for a holiday in July. Even though travel was impossible neither would refund, passed back and forth between Booking.com and Sykes Holiday Cottages. I think he gave up in the end, fortunately he only lost the deposit not the full amount 
Very poor business for both these companies. He will not be using them again

Dadto3Boys

I had the same issue, the hotel took the payment 5 months in advance when the booking said it would not be until 3 days before. I got refunded from the hotel, as they took the payment. Booking.com apologised and said down to the hotel, but will take note. I wanted to keep the booking, so 3 days before stay they "attempted" to take the payment but it failed. Hotels in that area where going for at least twice as much, so they cancelled the booking and we had to book somewhere else more expensive and not quite as nice. 

twopenny

Did you pay by Credit Card?

Did you pay the £450 on the same card?

As zx said, go direct to them. They can deal with both companies and have whole legal teams devoted to this with, at the monent. lots of practice

Having copies of the original contract at the time of booking would help.

comeandgo

The hotel took your money, that is who should refund it.