Hotels.com refusing to cancel a refundable room

Saoirsebrinkley

I had booked to fo to Amsterdam next week but my flights were cancelled. I had paid extra to book a refundable room with hotels.com but they are only offering to refund the additional cost and not the total cost of the room.

What are my options?

[Deleted User]

Contact your bank of you paid with credit card. Say you want to do a chargeback because they are not honouring the refundable option you paid for.

MattMattMattUK

Saoirsebrinkley said:

I had booked to fo to Amsterdam next week but my flights were cancelled. I had paid extra to book a refundable room with hotels.com but they are only offering to refund the additional cost and not the total cost of the room.

What are my options?

What reason are they giving for not allowing you to cancel if the rate was cancellable, was there a time limit on the cancellation?

cx6

hotels.com are a pretty reputable company so.not sure why this is happening.

Thrugelmir

Was there a cut off time/date for cancelling the booking? 

onashoestring

Saoirsebrinkley said:

I had booked to fo to Amsterdam next week but my flights were cancelled. I had paid extra to book a refundable room with hotels.com but they are only offering to refund the additional cost and not the total cost of the room.

What are my options?

What was the additional cost ? Is this an additional insurance taken out  on a non- refundable room?

lisyloo

onashoestring said:

Saoirsebrinkley said:

I had booked to fo to Amsterdam next week but my flights were cancelled. I had paid extra to book a refundable room with hotels.com but they are only offering to refund the additional cost and not the total cost of the room.

What are my options?

What was the additional cost ? Is this an additional insurance taken out  on a non- refundable room?

I am reading this as the “extra” paid to book a refundable room.

Sandtree

[Deleted User] said:

Contact your bank of you paid with credit card. Say you want to do a chargeback because they are not honouring the refundable option you paid for.

Chargeback would be applicable if paid by credit or debit card... only causes problems if you went via PayPal or such


Clearly the OP needs to contact Hotels.com again and get clarification on the situation and in particular if they get the same answer, why only the uplift is covered.

Saoirsebrinkley

Thanks to all for tour feedback and responses so far.

I paid an additional £66 to book a refundable room, just in case of travel issues with covid.

My flights have since been cancelled so I can not travel and they are refusing to allow me to change the date of my booking or provide a refund.

The automated cancellation service is only offering me a refund of £66, which is basically the extra I paid to make the room refundable or transferable  which makes no sense.

Why pay extra money, if that is the only part that will be refunded?

michael1234

That sounds a bit like an insurance company now paying out when you have an accident but simply refunding your premium. Crazy

dil1976

Got to more to this, I have always found Hotels.com very reliable when cancelling even had them contact a hotel for me on a non-refundable room and get them to say I will be arriving a day late they didnt refund the first night but that shows how good the customer service is.