Advice please

viento

We were offered a credit voucher from Hotels .com last may due to covid cancellation, it says to be booked by 24th of may 2021 but can be used for up to 31 Dec ,they say it has to be used to rebook at the same hotel as we got a discounted rate, We have tried to rebook for later in the year but every date we try it says hotel not available. I have phoned Hotels .com they said as the hotel wasnt available we could book another as long as it's in the same resort but have to do it via there sales desk , I have tried several times spoken to different  representatives only to be told the credit note doesnt seem to work ?? The last time I spoke they said they would get a manager  to call me back , I'm still waiting a week later!!  Its over £400 I'm loathed to let it go .Anyone had a  similar  thing happen ,any advise would be welcome .Thanks 

MalMonroe

I think you need to keep on at Hotels.com. Just keep phoning them. It may be that the hotels you're trying to book are not taking any bookings because nobody really knows what is going to happen this year. If that is the case, then you can ask for your money back, surely? Don't just let them get away with £400, it's far too much to lose. You have a couple of months yet before the booking deadline but it seems that if you can't book anything, you are entitled to a refund, whether it was a discount price or not. It's still a lot of money to lose. 

viento

Thanks Matmonroe, We think that too, surely if what there offering instead of a refund is not available the have to offer an alternative, another hotel or refund ! Every operator  I've spoke to has told me different!! I've even rung the hotel in spain the ansamachine says closed until further notice,  I think there trying to fob us off until the credit is no longer valid 24 /05/ .Wondering if our credit card would intervene as we arent getting a refund or a replacement.? 

Upsidedownandaround

Whether or not you could make a claim on your credit card will probably depend on why you were given the voucher in the first place and what you mean by "covid cancellation" i.e who cancelled.

Although you would then probably only have a claim once the voucher expired. There is still a couple of months to use it as it stands.

Westin

Which hotel is it? Is it one that is not typically open year round, perhaps an April - October season? 
The usage limitation might be because the hotel holds the original funds and issued the credit.

viento

It was Hotels .com that cancelled the booking . The hotel is normally open in an all year round resort ,(Mojacar in Almeria) I suspect you are correct saying the hotel holds the original funds and that's why we have been given a credit .My concern is every time I ring I'm told a different story , even if they just say they'd extend the credit until the hotel reopened that would be better than losing our money .Thanks for replies .

Thrugelmir

Hotel may not be accepting bookings until the situation becomes much clearer. Both here in the UK and in Spain.  A couple of months is a long time currently.  While the hotel may normally be all year round. It's most likely totally closed at the moment until there's certainty.