Hotels.com - covid-19 coupon

AHG1971

Like many people I was unable to go on holiday last year due to the coronavirus pandemic, so accepted a CV-19 coupon from hotels.com as it was the only thing on offer and as all I wanted to do was reschedule the holiday it seemed reasonable.  Who'd have thought though that 12 months later we would be in the same position and once again I am not able to travel at the end of April.  
My issue is that I have been told that as my booking was made with a one time only coupon so I am not able to change or cancel my accommodation without losing the value of the voucher.  I have been trying to resolve with Hotels.com since the 3rd March when our flights were cancelled (Easyjet have been great) and so far have had no luck what so ever.  My biggest struggle is only being able to make contact by telephone, the emails that I have been given so far by the agents bounce back as deliverable and the only registered address that I have found is in the US so probably zilch chance of getting a reply.  I wonder if anyone else had this experience and if so have you been able to resolve.   

Westin

I suspect this might be a goodwill type voucher and as such they can set the terms.

Have you actually used it to book something else and now concerned about having to change/cancel - or you have yet to use?
Often the validity of the vouchers are the book by date rather than the use/stay by date. Worth rechecking your voucher.

Contact wise - have you tried managing and messaging via Your Bookings on the website?   These online players really don't have much in way of staff resource to take customer service calls and answer from specific individual emails.

[Deleted User]

Where is the hotel?  If the hotel is up and running in April then looks like you may not be entitled to a refund or rebook for that reason.  If the hotel is closed and the hotel cancel your booking then they should offer you an alternative date.  Enforcing it may be difficult though.  The agents have likely passed on your money to the hotel.   (I am assuming this was not a package holiday).   

AHG1971

Thanks for your comments, yes have already used it to rebook but because of covid again can’t travel and tried to manage through my bookings on the website but not able to change the dates and cancellation is the only option, only the very small amount that I paid by card will be refunded sadly.
We were due to go to Lanzarote so as far as I’m aware the hotel is still open, but I guess there’s still time for this to change before the end of April when we were due to go.

sheramber

Have ou tried webchat on th website?
Thy are active on twitter

AHG1971

I’ve tried everything thank you, Twitter, messenger, virtual chat, phone, email... I’ve seen so many other reviews with people experiencing the same problem with the coupon and so far I haven’t seen anyone be able to resolve it. I think I’m just going to have to suck this one up 😔