Issue with Hostel Cancellation Charges

db080593

I booked a Hostel in Amsterdam several months ago, for a large group. The cost came to around EUR 2k for two nights. The room rate was 'non-refundable'. 

Due to unforeseen circumstances, I had to enquire about cancelling the booking around four weeks before we were due to travel. Given I had booked a non-refundable room, I wanted to enquire if they'd be able to do anything with regard to a refund, given we were providing reasonable notice.

I called reception, and once I gave them the full booking details, informed me that I would be charged for one nights stay if I cancelled. 

I called again two days later, once ready to cancel, to confirm if this was correct. Same answer; a different employee told me I'd only be charged for one nights stay. 

I sent an email requesting the cancellation, informing them in the email that I had been told I would be only charged for one night, and asked that they informed me otherwise if this was not the case.

A day later, I noticed that the full charge had been debited for the entire stay. I called the reception again, who said she'd "told her team to stop telling people this" and "if we promise you something, it is our responsibility to be accountable for that". She promised to escalate my complaint. 

I have now been informed that there is "no evidence" that anybody on the team told me that and that they would not be issuing a refund. 

What options do I have here? Whilst the room was non refundable, I was told on two separate occasions that I can expect a partial refund, and specified in my cancellation email that these were the grounds on which I was cancelling.

I have raised a Section 75 (Payment Dispute) with my credit card provider, but what other options do I have? 

Alderbank

db080593 said:

I booked a Hostel in Amsterdam several months ago, for a large group. The cost came to around EUR 2k for two nights. The room rate was 'non-refundable'. 

Due to unforeseen circumstances, I had to enquire about cancelling the booking around four weeks before we were due to travel. Given I had booked a non-refundable room, I wanted to enquire if they'd be able to do anything with regard to a refund, given we were providing reasonable notice.

I called reception, and once I gave them the full booking details, informed me that I would be charged for one nights stay if I cancelled. 

I called again two days later, once ready to cancel, to confirm if this was correct. Same answer; a different employee told me I'd only be charged for one nights stay. 

I sent an email requesting the cancellation, informing them in the email that I had been told I would be only charged for one night, and asked that they informed me otherwise if this was not the case.

A day later, I noticed that the full charge had been debited for the entire stay. I called the reception again, who said she'd "told her team to stop telling people this" and "if we promise you something, it is our responsibility to be accountable for that". She promised to escalate my complaint. 

I have now been informed that there is "no evidence" that anybody on the team told me that and that they would not be issuing a refund. 

What options do I have here? Whilst the room was non refundable, I was told on two separate occasions that I can expect a partial refund, and specified in my cancellation email that these were the grounds on which I was cancelling.

I have raised a Section 75 (Payment Dispute) with my credit card provider, but what other options do I have? 

Welcome to the forum.

What other options would you like?

Another option your bank could have might be chargeback if the booking date was less than 120 days ago, your dates are not very precise. The hotel might not dispute that.

Was all discussion from the hotel over the phone or did they reply with any emails?
Do you have names of the various employees you spoke to? Memories can fade as time goes by.

eskbanker

A s75 claim will stand or fall on whether there was any breach of contract, so will depend on the Ts & Cs of the agreement that govern the booking, rather than what you were told in later conversations.

Assuming the contract is formed under Dutch law then you might have rights under their consumer rights legislation, but I doubt that anyone on here will have specialist knowledge of that....

Did you have any insurance covering the trip (and the reasons for cancelling)?

Westin

“ I have raised a Section 75 (Payment Dispute) with my credit card provider”

That is sure to fail once the accommodation supply information to your bank showing to that a non-refundable rate was booked.

LinLui

But it isn't reasonable to expect that some person sitting on reception would know the details of the specific contract that you entered into. You knowingly entered into a non-refundable contact. Why would you even think that that meant "refundable if I have to cancel"?

zagfles

LinLui said:

But it isn't reasonable to expect that some person sitting on reception would know the details of the specific contract that you entered into. You knowingly entered into a non-refundable contact. Why would you even think that that meant "refundable if I have to cancel"?

OP gave them the "the full booking details" so it's perfectly reasonable for someone on reception to be able to check what the terms of the booking are.  

I've cancelled "non refundable" bookings several times and got a refund, not as an oversight but as a good will gesture. Booking.com even have an option to request a refund if you've booked a non refundable room. I think hotels will quite often do this if they think they can resell the room and it certainly encourages customers to book with them again. 

LinLui

I've cancelled "non refundable" bookings several times and got a refund, not as an oversight but as a good will gesture.

And that's fine. But the OP is expecting a refund on a non-refundable booking and the place has decided that they do not want to refund it. Which they can do. The OP knew the terms and is complaining because the hotel wish to abide by them. 

LightFlare

I am assuming/guessing that the “unforeseen circumstances” weren’t covered by your insurance 

Unless you can prove you were told 1 night then I’m afraid you might just have to accept.

The email you sent “may” be of some use especially if they ever replied to it saying “ok”

zagfles

LinLui said:

I've cancelled "non refundable" bookings several times and got a refund, not as an oversight but as a good will gesture.

And that's fine. But the OP is expecting a refund on a non-refundable booking and the place has decided that they do not want to refund it. Which they can do. The OP knew the terms and is complaining because the hotel wish to abide by them. 

No, the OP is expecting them to abide by what he/she was told, ie that only one night would be charged. The issue is obviously getting proof that that's what was said. 

bagand96

zagfles said:

LinLui said:

I've cancelled "non refundable" bookings several times and got a refund, not as an oversight but as a good will gesture.

And that's fine. But the OP is expecting a refund on a non-refundable booking and the place has decided that they do not want to refund it. Which they can do. The OP knew the terms and is complaining because the hotel wish to abide by them. 

No, the OP is expecting them to abide by what he/she was told, ie that only one night would be charged. The issue is obviously getting proof that that's what was said. 

That will be the crux of this. The hostel will refer to the written contract they have with the OP. They can submit that as evidence to the credit card company.

The OP could contest that the contract was verbally modified by what they were told on the phone, but they have no proof of that.