Hotels.com refusing to cancel a refundable room

onashoestring

OP , check the exact wording & T&Cs of your original booking - did you perhaps pay extra for a flexible booking ( a booking you could change the dates of , ) which is different from a refundable booking ? 

Did you pay with vouchers ? 

If your booking states it’s refundable, then you can forward the e-mail to Hotels.com with a request for the refund.

Thrugelmir

lisyloo said:

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.

I have made a number of future refundable hotel reservations with Booking.Com.  All have a cut-off date in advance of the day of occupation. Only reasonable that the Hotel has the opportunity to resell the room. 

y3sitsm3

The only reference to "refundable bookings" in their T&C's is in reference to their "Price Guarantee" which only covers you for a refund if you find the place available cheaper elsewhere, and then they refund the difference.

It does not cover you if you wish to cancel the contract.

elsien

Have you tried calling customer services? 

lisyloo

Thrugelmir said:

lisyloo said:

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.

I have made a number of future refundable hotel reservations with Booking.Com.  All have a cut-off date in advance of the day of occupation. Only reasonable that the Hotel has the opportunity to resell the room. 

Absolutely. Not sure how that relates to my reply which was just clarifying what was refunded.