booking.com hotel refusing a cancellation request for non-refundable booking
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I have a reservation for a stay next month booked through booking.com and looking at the hotel’s website I spotted that their restaurant is closed for renovations. The restaurant was one of our main reasons to go and my booking confirmation clearly states “5 course tasting menu” etc. so it feels like they’ve pulled a bait and switch on me.
Does anyone have any experience getting a refund from booking.com when the hotel refuses? It was clearly non-refundable, but the product has changed so I am properly pissed off about it. That and a grand is real money!
Presumably, you have booked and paid for a hotel room, which is still available to you. You have not booked and paid for a meal in the dining room?
So they are still offering what you booked and paid for.
Unless this is a country house hotel in the middle of nowhere, there will be other places where you can go to eat.
Presumably, you have booked and paid for a hotel room, which is still available to you. You have not booked and paid for a meal in the dining room?
So they are still offering what you booked and paid for.
Unless this is a country house hotel in the middle of nowhere, there will be other places where you can go to eat.
It is in the middle of nowhere (as in the middle of Dartmoor). They do have an alternative restaurant, but not the one listed in my booking confirmation.
Presumably, you have booked and paid for a hotel room, which is still available to you. You have not booked and paid for a meal in the dining room?
So they are still offering what you booked and paid for.
You book a hotel on the basis of all the advertised facilities and services, not just 4 walls and a bed. They didn’t pre-pay for the dining portion of the stay but it was still part of the advertised offering of facilities that has now changed substantially. For all we know this could be a “restaurant with rooms” or similar destination dining spot…
Presumably, you have booked and paid for a hotel room, which is still available to you. You have not booked and paid for a meal in the dining room?
So they are still offering what you booked and paid for.
Unless this is a country house hotel in the middle of nowhere, there will be other places where you can go to eat.
It is in the middle of nowhere (as in the middle of Dartmoor). They do have an alternative restaurant, but not the one listed in my booking confirmation.
It’s the perils of booking via an agent who can’t reasonably be expected to know when the restaurant and indeed any other facility is open. I’m quite sure that had you booked directly, the hotel would have matched the rate and much more if correctly approached and then you could have ascertained re restaurant if that was an important feature. It seems to be in the gift of the hotel as to whether you can get a refund or perhaps offer a suitable inducement.
Presumably, you have booked and paid for a hotel room, which is still available to you. You have not booked and paid for a meal in the dining room?
So they are still offering what you booked and paid for.
Unless this is a country house hotel in the middle of nowhere, there will be other places where you can go to eat.
It is in the middle of nowhere (as in the middle of Dartmoor). They do have an alternative restaurant, but not the one listed in my booking confirmation.
Then I think that strenghtens your case.
Have you spoken to the hotel about it ? booking.com will be asking them but it’s their decision on authorising the refund. As a rule as a hotelier (years ago now) we’d try to be quite flexible if you’re being reasonable but I know some are not. How long will it be closed for? Could you do a date change for when it reopens? Might be a good middle ground . Otherwise as @JDB is there something you’d accept as compensation that you could propose?
Who debited the payment – the hotel or booking.com? If it’s a credit card that the hotel themselves debited you could try the S75 route.
Have you spoken to the hotel about it ? booking.com will be asking them but it’s their decision on authorising the refund. As a rule as a hotelier (years ago now) we’d try to be quite flexible if you’re being reasonable but I know some are not. How long will it be closed for? Could you do a date change for when it reopens? Might be a good middle ground . Otherwise as @JDB is there something you’d accept as compensation that you could propose?
Who debited the payment – the hotel or booking.com? If it’s a credit card that the hotel themselves debited you could try the S75 route.
Spoke to the hotel too and they offered me credit which isn’t overly useful as it’s not a chain. If I moved the booking I’d have to try and unbook a whole load of other hotels as well. And not just this trip but for other school holidays that I’d move the booking into and that are already booked. Will take a look at who is on the credit card though as that might be an option.
I look forward to retiring when I don’t have to book months or even a year in advance.
Also working trying to find out / guess the GMs email address and writing directly
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