Due to the current situation related to the coronavirus, we understand you may need to change your travel plans. To get the latest info, contact the property you booked to check if they can accommodate you. You can also visit our Help Center for support with making changes to your booking.

Due to the current circumstances, it may take us longer than usual to respond to any questions you send us. Thanks for your patience.

Spain community

Booking's Coronavirus Cancellation Policy

15 days ago

Booking has now stated "Due to the travel restrictions related to Coronavirus, this booking can be cancelled for free."
Does "... cancelled for free" mean, the full non-refundable payment will be refunded?

84 comments
Spain
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15 days ago

I expect an answer too, I have a non-refundable reservation for 4/4, I want to know if they will return the money if the confinement situation in Spain continues

I from April 1st to April 3rd outside my community

Spain
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7 days ago

Hey, Ana, the same thing happens to me, and the apartment tells me I don't get my money back and I can go on other dates. But that doesn't work for me, because on other dates I can't. And, I don't know how to contact booking. How did you do it? Thank you.

Argentina
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3 days ago

Hello Ana, did you get into Booking site to see what options appear there?

Austria
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15 days ago

Whether due to the travel restrictions for Coronavirus I can cancel my booking free of charge. Lauda cancelled the flight .MLG

A saber ...

Argentina
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3 days ago

Hello Jolanta, did you have a non refundable fare?

United Kingdom
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15 days ago

We have booked to Majorca next month on a non refundable booking due to the Coronavirus we are not able to go flights have been cancelled and as my wife is over 70 years old has to self isolate due to government restrictions will the hotel still take the money from the bank that’s due to be paid on arrival

Australia
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5 days ago

Hi Alan, if you haven’t paid yet and the booking was reserved with a credit or debit card, have you thought about cancelling the card (reporting to your bank as lost /stolen)? That way the hotel won’t be able to debit the old card number you have provided. This happened just recently with a booking of mine and the hotel just advised they couldn’t take payment and cancelled the booking themselves.

United Kingdom
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15 days ago

I've spent many hours trying to contact https://Booking.Com without success regarding to my booking to Valencia. They should be sending out information telling people about their booking and not just telling them to reffer to the hotel.
If the airline can refund and the car parking can refund why haven't https://Booking.com said they will refund.
You cant fly to your Country of choice, you cant even use your Hotel of choice because the Country is on Lock Down. What are people supposed to do. Ive just checked and the Hotel is still taking bookings. You coundn't make it up.

Spain
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14 days ago

I totally agree, to me in the apartment they tell me that he won't return me and booking doesn't give me an answer/ 28544;😠😠

Spain
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7 days ago

I'm in the same situation!!, they let me go on other dates but of course whenever I'm free, we go something almost impossible. I've asked to be canceled, it would be your thing, we're all being harmed by this situation,

Germany
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15 days ago

Had a non-refundable booking at Grand Mencey in St Cruz de Tenerife for the 14.03., contacted the hotel in advance if cancellation was possible in view of Corona. Only with an alternative booking this year was the information. Emergency pressures on 13/03. an alternative date in November 2020. Today, I learn from https://booking.com that the original booking is based on updated policy -on 14.03. Spain imposed strict curfew etc. - could have been cancelled free of charge. However, the hotel does not accept the cancellation of the alternative booking made recently under pressure in November. Hard commercial position incomprehensible. If I can actually make the booking, I'll be a guest they won't forget so quickly...

United Kingdom
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15 days ago

I'm getting the same for Tenerife! I have a 2 week booking for a villa and they are saying something about the red area is not Tenerife for that date 7th April yet even though Tui have cancelled my flights, When you call https://booking.com and put in confirmation number then pin it tells you due to the dates of your travel we are going to cut you off please message the property, I agree with you if I make the booking somehow they will regret it, I travel there every year and will be paying the property owner a visit next year if I don't make it, will never use https://booking.com again....will try someone else....

Spain
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15 days ago

That Booking has taken action in the face of the catastrophic situation we face for Covid-19's reasons in the face of cancellations.

A lot of travelers are having the same problem for holy week and so far around here there are no answers that can solve... This is going for a long time, I hope that soon someone will respond to this page, which is about time...

Mexico
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15 days ago

It's amazing they're not publishing emergency cancellation options. If we don't get our money back, this app won't be an option again.

How are you communicating with Booking? I have a reservation to London for March 26th, non-refundable which I clearly cannot go to, but there is no way to talk to anyone, they do not answer an e-mail, I spend hours on hold and they do not take the call, I try to send my consultation through the app and he says "ERROR", I do not understand how I should communicate with them, I know they are collapsed just like everyone else but there must be at least one communication and response channel available at some point.

Argentina
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15 days ago

It happened to me with a reservation I had in Morocco, right now I'm stranded in Cadiz, I was e-mailed and msj to the hotel through the Booking app, to ask for cancellation and they never answered me but when the day I had the reservation came, it was automatically cancelled. I already had it paid a month ago and yet I got an e-mail saying that within the next seven days they were going to reimburse me.

Thank you for your answer. I hope the same thing happens to me!

Argentina
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14 days ago

tenias tarifa reembolsable???? o cancelacion gratis???

Tu reserva era no reembolsable???

Argentina
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15 days ago

I have reservations for May 27th. I need to postpone my resreva for November 11th, 12th, 13th and 14th. the congress to which he was going has been postponed and the flights have been suspended as public knowledge.

Argentina
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15 days ago

In only two hotels I was allowed to cancel it for free in others not

United Kingdom
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15 days ago

I have a villa booked in Majorca, party includes a 70year old and my pregnant daughter in law. Due to self isolation for 12 weeks we are not able to go. I contacted the villa company who took the whole fee 5 days early. Response was....

We understand the concern about the current situation regarding COVID-19 worldwide.
In the event of an inability to travel, due to the restrictions imposed, we, unfortunately, cannot bear the consequences of the restrictive decisions of the different governments, so the cancellation policies will not be modified.

However, in the case of aid from the government, these will be used to compensate the people who have been injured.

We sincerely hope that the current situation is resolved quickly and we can all enjoy a great vacation without any worry, as planned.

No refund!!!!

United Kingdom
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15 days ago

I’d like an answer too, we’re meant to fly 17th April to Lanzarote but ???

France
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15 days ago

We booked an hotel in barcelone also in april but due to the coronavirus situation it is not possible - I have a non-refundable booking but the situation is really exceptional and as other companies we expect https://booking.com to consider the situation and accept to give money back or another solution- but really how we can talk to them ? have you got a mail ?

New Zealand
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14 days ago

We are in exactly the same situation with a booking in Barcelona. Every other booking we have for the 6 weeks with other companies we have got our money returned but NOT https://Booking.com . I see now they say that they have put into effect a Force Majure what will that do for us. We still want to go but of course the country will not let us in. These are exceptional circumstances and should be treated as such

United Kingdom
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14 days ago

will be great if someone get back to us about the refund policy due to Coronavirus situation... I know I booked without option for refund but your country is locked and is not my fault.... if you do not wish to refund at least give a option of credit or to move my dates...

Other
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14 days ago

If a reservation is marked as "non-refundable", then I think cancelling is the wrong thing to do, because https://Booking.com will not refund you. Instead, wait until you are due to travel. If hotels/apartments are closed, then the service (ie holiday) you have purchased will not be available. You should be able to claim a refund from your credit/debit card issuer.

United Kingdom
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14 days ago

Paul, really useless reply. To wait and to see what will happen is not the best option. Even if they stay open (just to collect the money coz they are aware all the flights are cancelled) the issue is that my flight also has been canceled and refunded. In this circumstances they can at least give an option to change the date....I think I am not asking that much as a customer.If you offer this option, you will keep me as a customer and both sides will be happy or you can take my money once and I would never come back to your service again. Also I will write a review for booking and for the place with my experience. So it is entirely up to you if you really care about the customers or you do care only about the money....

Argentina
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14 days ago

I tell you my experience. Bilbao, San Sebastián and Barcelona: Causal Gurea, Hotel Zaragoza Plaza and Jaume I, NOT returning the silver. And they make fun of people. We don't travel because Spain isn't a place to go... Pamplona, Zaragoza and Madrid, yes. Sercotel Tudela said yes but they didn't return the silver... still. Booking? Okay, thanks. NO RESPONSE

United Kingdom
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14 days ago

Help please re non refundable accommodation at an expense of nearly £400. Have been awaiting a response from https://booking.com, said it would be 24 hours. That has passed. I know they are dealing with so much, but I cannot afford to lose this money. My accommodation was booked for June. Any advice or help will be gratefully received. Do we just sit tight and wait ? Val

United Kingdom
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14 days ago

Hello Val, impossible situation for us all. My booking cost £1600 for May. Holiday insurance says because I didn’t take out ‘disruption’ cover as an extra I am not covered. Villa owner says not willing to give refund. So unless https://booking.com do the right thing we are all going to suffer. Only ray of hope is if you paid with credit card, they may cover the cost but only when all other avenues have been tried. It could be a long wait.

United Kingdom
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14 days ago

Thank You Ann, what a mess !

Spain
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14 days ago

I had a reservation in a country house from March 13th to the 16th and I got a call from the shipping company that was due back on the 13th day...I mean when I got to the country house we weren't there for an hour and I had to leave quickly for Valencia to catch the boat.. they refund my money??

Argentina
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14 days ago

Booking sends me a message that says to fix me up with the hotel... Barcelona hotel that refuses to return the money... Trapped dead ends is called this movie...

The same thing happened to Paseo de la Gracia Apartment in Barcelona.

United Kingdom
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14 days ago

I have raised a complaint through Resolver on the moneysavingexpert.com , hopefully it's successful, I recommend everyone raising it this way

Spain
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14 days ago

They say that in Spain, all properties will be closed from tomorrow onwards, hotels, hostels... So you'll have to do something. They don't give me options at the moment.

Argentina
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14 days ago

No response. One less platform to use in the future...

United Kingdom
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14 days ago

I have requested refund for my non refundable booking and been told i will get refunded when and how this will happen is yet to be seen so i would enquire via property and help page via app

United Kingdom
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14 days ago

Just arrived on the https://booking.com Partner site 6 hours ago....and the villa have called me to confirm they will refund but waiting for forced cancellation for insurance purposes.....as follows

To protect the health of our partners and guests in regard to Coronavirus, we have declared Force Majeure/Forced Circumstances.
At https://Booking.com, the safety of our partners and guests is of utmost importance. As a result of the official travel advice about the Coronavirus, guests are unable to travel to or stay at accommodations located in areas that are severely affected by the recent Coronavirus outbreak. Please note, travel throughout certain areas is heavily impacted or forbidden at this time.
In addition, a number of international travel restrictions is currently placed on travellers who have recently been in areas severely affected by the Coronavirus (in most cases, within the last 14 days). These restrictions, currently implemented in over 60 countries, can include bans on entry, mandatory quarantine on arrival, or the suspension of on-arrival visas.
We expect you to refund any prepayment and waive any cancellation costs (fees, expenses and/or other amounts) in situations where the guests/travellers requested cancellations as a result of the Forced Circumstances (FC). https://Booking.com will waive the commission in these cases.

We understand the current situation may force you to change your plans. The best way we can support you is by visiting the Help Centre since that way we can look into your existing bookings.

Help Centre https://secure.booking.com/help.html

Please be aware that due to the current circumstances, it may take us longer than usual to respond to any queries you send us. We thank you for your patience as we are trying to prioritise people with imminent reservations.

United Kingdom
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13 days ago

I do not see why some cannot be cancelled. The reasons are clear, and cost has not been incurred. Bookings.com, please comment on if modifications are allowed in the case? ie date change.

Spain
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13 days ago

I'm sorry about your bad experiences. I had an apartment for Budapest from 05 to 09 April without free cancellation. And through the boocking app I've managed in a couple of days to have the reserve money in the bank. Thank you.

Germany
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12 days ago

Hello everybody
Here is my experience. I have also choose non-refundable reservation for 6/6 . And I have send private email direct to Hotels, not over https://booking.com. Over web site from hotel. And from 3 of 4 of them came positive answer that is possible to return money and also there is option to choose another date in this Year for the same price.
Good luck to everyone and stay at home and healthy!

United Kingdom
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12 days ago

Thanks for sharing good news. The apartment owners declined my request instantly and ignored my request for date modification. I'll consult credit card company soon

https://www.booking.com/hotel/es/stay-in-the-heart... we are still waiting for an answer , the saying gets the money and runs you to the curb.

I am equal to waiting for date change, my booking is also non-refundable and I only wish to change dates, yet I have not received a reply

Other
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12 days ago

Good afternoon, I've been waiting for a reply from booking for two days that I'm supposed to have it in my notifications. I have a reservation at a hotel in Jodar, Spain, from April 5th to April 10th, paid and non-refundable. I would like to know whether reimbursement is possible, bearing in mind that, because of the coronavirus, it is not possible for me to travel from Italy. I expect a quick answer.Thank you.

There is a possibility that free cancellation or exchange of reservations may be possible due to the Coronavirus pandemic. However, this depends on a number of factors, including governmental travel restrictions established at their origin and/or destination, their date of arrival and their reason for travel.

Spain
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12 days ago

I.ve got a "non-refundable" booking for a hotel in Spain mid April. They have already taken the money from my Debit card.
I did not cancel the booking---they did. Because the Government shut them down. I want my money back. I could ask the hotel. Ask my bank. Ask https://Booking.com. Ask my travel insurance. Ask the Spanish government. Which?? and how??

We understand the current situation may force you to change your plans. The best way we can support you is by visiting the Help Centre since that way we can look into your existing bookings.

Help Centre https://secure.booking.com/help.html

Please be aware that due to the current circumstances, it may take us longer than usual to respond to any queries you send us. We thank you for your patience as we are trying to prioritise people with imminent reservations.

My dates are May 18-21, non-refundable, if I make change for September 10-13 I lose my money, or it's refundable and I cancel and make a new reservation???

Moving your reservation to a future date depends on the booking conditions. Please log in with your https://Booking.com account or your confirmation number and PIN, select the reservation you wish to change and see what options are available. You can also contact the property to request a change of date.

Austria
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9 days ago

I, too, have been waiting for answers from Booking,....Hotel in Cadiz was paid to Booking (non-refundable) Hotel is closed, but does not want to give up the money! I will wait for the arrival date and then write a corresponding assessment and will rather not use Booking in the future - a pity :-(

There is the possibility that free cancellation or rebooking is possible due to the Coronavirus pandemic. However this is dependent on several factors, including the governmental travel restrictions in place at your origin and/or destination, your arrival date, and your reason for travelling.

I also want to know if you can reimburse me for the money from a non-repayable reservation.

There is a possibility that free cancellation or exchange of reservations may be possible due to the Coronavirus pandemic. However, this depends on a number of factors, including governmental travel restrictions established at their origin and destination, their date of arrival and their reason for travel.

Spain
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9 days ago

Evening, I have a non-refundable reserba for 09/04 but for the current situation I have spoken to the owner of the property and she says she understands and agrees but that it is booking that has to give me the refund, it is asin??? It's that I can't talk to booking or answer e-mails.

As you are many, waiting for the reply from booking

Spain
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9 days ago

Yeah, I imagine but since the owner of the apartment agrees with the cancellation but she tells me that booking hasn't paid her I wanted them to tell me how they're going to act. Well wait and see what happens

Spain
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8 days ago

Hi, I have that problem too. Booking sent me a message saying that my dates were not yet within the confinement and k had to wait. Now they're inside and he hasn't told me anything. I'll keep sending messages to booking. Good luck and take good care of each other.

Chile
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8 days ago

Dear, there's someone I can physically talk to.
I had several reservations by booking, and several have managed to change through the hotel itself, however I have doubts about the interaction of booking with them. I have already paid for them and I do not know how to proceed bookinh

Impossible for Booking to answer you, it sends me back to the reservation where it says my reservation is non-refundable and I call the hotel and they send me to talk to them!!! Who will solve us or at least inform us, when it comes to collecting they do not wait a day....I only ask for a change of date and I have not answered for weeks!!!

Spain
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8 days ago

Hi, I have a non-refundable reservation for March 21 and 22 for an apartment but I have already cancelled it and I think in this situation I have the right to refund the amount due to force majeure. So I hope booking doesn't take my money and give it back to me.

New Zealand
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8 days ago

Nobody has been able to definitely state that ‘non refundable bookings can be cancelled for free’ . On Fair Go TV show in NZ https://Booking.com when asked said everyone would get a refund. If this was so I would have thought they would say so on this feed

There is the possibility that free cancellation or rebooking is possible due to the Coronavirus pandemic. However this is dependent on several factors, including the formal governmental travel limitations in place at your origin and destination, your arrival date, and your reason for travelling.

Other
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6 days ago

Hi I had a non-refundable reservation in a hotel to fuck up for April 5, I contacted the hotel and they told me very gently that there was no problem, they would return all the money but first I had to request through booking the cancellation of the reservation without charge; someone knows how it is done? I have been trying to communicate with Booking for 4 days and there is no way to do it

To cancel your reservation, please follow the self-service options.

When booking, you will have received a confirmation email. In that email you will find a button that says "cancel your reservation". From there, you will be redirected to a page with your booking details where you can choose the option to cancel your reservation. If you have a free cancellation, you will not pay a fee.
There is a possibility that free cancellation or exchange of reservations may be possible due to the Coronavirus pandemic. However, this depends on a number of factors, including governmental travel restrictions established at their origin and/or destination, their date of arrival and their reason for travel.

Another way to do this is to visit our Help Centre and log in, using your https://Booking.com account.

Select your reservation and see your cancellation options, including those newly added for certain bookings due to travel restrictions related to the pandemic. If your reservation is not eligible for free cancellation, please contact the property directly to see if an exception can be made. Your contact details can be found at the Help Centre.

Peru
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6 days ago

I would point out that in my case, only one hotel that had already paid in advance agreed to reschedule my booking date for 2021 (run for a full year). The others have told me that they cannot pay me back, even though they know that Europe is in crisis over Covit-19. It's really unfortunate, but some people don't want to pay you back, or reschedule dates.
For my other reservations I have to write to you repeatedly to give me alternative solutions.
And I'm still in talks.
customer.service@booking.com

I contacted the owner of the house I had booked and when I explained the problem to him they told me that they would not charge me any penalty, but that I should contact bookin.com , I try to contact and I do not get it, I have been charged the entire reservation since February 29 and I am still waiting for them to reply to all the emails I have sent them. Nowadays I haven't been reimbursed.

Moving your booking to a future date depends on the policies of the reservation. Please sign in using either your https://Booking.com account or confirmation number and PIN, select the booking you want to change, and you’ll see what options are available. You may also contact the property to ask for a date change.

New Zealand
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5 days ago

i just got an email from https://Booking.com to ask me how pleased I have been with them lately and if I would recommend them to others? At first I thought it was a joke. I did reply as you can imagine the score want high!!!

I still get canceled free of charge and bookin charges me, I'm still waiting for the refund, I expect it back if I don't shoot them everywhere in bad faith, I hope you too if your situation isn't regularized, or pay or delete app they see

When will they start returning the free cancellation money? How long does that take when it's done in a second???? What a fabric, if I don't get my money back I'll find another website

Spain
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3 days ago

I have my cattle in Catalonia for April 3rd. I was initially told that when the Spanish government said that you could not travel at that time. Now that the confinement is extended to the 12th, booking tells me that when the month of brightness starts, I will contact them. See if it can be solved, because as a non-cancellable reservation, they can do nothing. We're going to keep the one in the apartment with money that isn't yours, then they'll give you the appropriate compensation... And we're paying for the duck. I think we should go to the consumer and get them pumped up, for taking advantage of the hard time we're living in.

United Kingdom
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3 days ago

I have a hotel book for 3 nights in Valencia the hotel are refusing to give me a refund.

Spain
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3 days ago

I want to offer everyone a quiet spot. I had my reservation made for April 3rd and since booking I have received a message that my free reservation has been cancelled and my advance will be returned. I hope so, but I haven't seen the return yet. I hope it will serve and reassure you.

I had it for March 20th and still nothing, I'll call the hostel again to send him another room, I imagine they'll go to the cleaners but the money is needed

United States of America
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2 days ago

My host refused to refund my money and I'm unable to contact customer service... The money is indeed needed in this time... What would be the best way to contact Customer Service?

United Kingdom
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2 days ago

I went on the https://booking.com website, customer service. Wasn’t much help though. They reasoned 48hrs later. They contacted my host and just told me the same as he did. No refund. They said it’s the hosts responsibility. Host said it’s not his fault, which of course you can’t argue with, but no help to any of us financially. Good luck and stay safe