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Accommodation cancellation due to Covid

17 days ago

Be careful on dates on "refundable" properties, especially if they were privately owned.

I booked Leonard Court in London, UK, back in 2019 for a week in April 2020. However, I didn't notice that the cancellation free date is 1 month prior to the date of stay instead of the usual 48 hours. Due to the travel tightening restrictions in most countries, I'm unable to travel to London in April 2020 and we missed the free "cancellation" date by less than a week. Unfortunately, the owner is refusing to refund this payment in this special situation and I had to pay for a whole week of accommodation for nothing.

27 comments
United Kingdom
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17 days ago

Have you spoken to https://Booking.com directly about it?

United States of America
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17 days ago

Yes you should definitely speak with a Booking customer service agent. They are enforcing Force Majeure and having all properties honor forced circumstance cancellations

United Kingdom
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17 days ago

My property is still saying no 😞 even though I asked to reschedule not cancel.

New Zealand
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17 days ago

I was on hold for ages yesterday with https://booking.com and they haven't replied to me throuh messaging in over 24 hours.

Belarus
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17 days ago

I had the same situation, Firstly I asked can I return money back, but support center said that it usually not possible. Host said that he can't return money back. Then I wrote to support to return money and cancel booking, they have't answered to me yet (almost 2 days was passed)
BUT AIRBNB return all my money

United Kingdom
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17 days ago

15 mins it took me to get through on Monday. They said it was fine and they would email the property with my requested new date to see if they had availability. I didn’t hear anything all day yday so I emailed the property who still say no. I don’t understand though because the property is accepting direct bookings to reschedule. It’s frustrating and I sympathise with businesses but rescheduling I can’t see the big issue. Especially with the government providing business crisis loans that don’t need paid back.

Singapore
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17 days ago

https://Booking.com told me to contact the property owner directly but the owner is refusing to budge.

Saudi Arabia
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17 days ago

Guys ask to keep it credit to your account at the hotel till the issue get to certain to travel.

Australia
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17 days ago

My booking in bali want me to pay an additional $1,700 AUD (yes, 1.7 grand) to post-pone my dates for the same dates 1 year apart. If I cancel I lose 2700 AUD, or I pay 1,700aud more...

Netherlands
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17 days ago

Due to the current situation related to Coronavirus, we understand you may need to change your travel plans. To get the latest information you can contact the property you have booked to check if they can accommodate you.

Contact Property: https://secure.booking.com/myreservations.html

You can also visit our Help Centre.

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.

United Kingdom
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17 days ago

So https://Booking.com have confirmed they don’t have an issue with me rescheduling. It’s the property. I really don’t understand why. She has the money, I’m not asking for a refund, I just want to lose my money completely. But she won’t budge. Very unfair in this current situation imo.

United States of America
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17 days ago

I’m so sad to hear there are people taking advantage of others in these situations, and I’m sorry to hear you are dealing with one of these properties! Hoping Booking will step in and enforce something like Airbnb because everyone is losing money with government enforced closures and hotels shouldn’t be an exception to this

United Kingdom
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16 days ago

I’ve since had a really positive conversation with my property. Hoping she can deduct fees charged by https://booking.com and provide me with a credit and go at a later date to be confirmed later when everything is over x

Singapore
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16 days ago

Unfortunately, we don't know how long this situation will continue, so it's really difficult to reschedule at this point in time.
Great for you that you'll be able to reschedule.

Russia
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16 days ago

Same here! I have a non-refundable reservation at Fraser Suites Queens Gate (London), but Germany closed its borders and my flight from Dusseldorf got cancelled (well, all the flights got canceled!), so it's physically impossible to travel at the moment, however, when I asked to move my reservation to later dates this year, the answer was "no". I find it outraging that Booking,com hasn't issued any official statement regarding the worldwide coronavirus quarantine,
Moreover, they have hidden their customer service emails and phone numbers. It took me 4 hours to find a number I can call in my country! But then another surprise was waiting for me: if your reservation ain't for March, they block your calls!

The quarantine is a temporal thing, but I personally from now on will be booking directly from hotels webpages - at least they are responsible enough to answer your calls,

Singapore
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16 days ago

Has anyone tried talking to Travel insurance? Should be covered under your policy.

New Zealand
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16 days ago

na... travel insurance pretty much not cover. almost all travel insurance have excluded pandemic, terrorism...etc from their coverage

Singapore
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16 days ago

My hotel booking also has entered the non-cancellation period. Costs more than 700euro just to cancel! Messaged hotel, they said they accept free cancellation but I have to go through https://booking.com. https://Booking.com says its up to the hotel. Both sides are just pushing the responsibility to each other.

When I finally got to live chat with a CS, he said he talked to the hotel and they are unwilling to budge on free cancellation, but agreeable to for change in dates. But all they did was to send an email to the hotel to request for change in dates, which the hotel obviously did not reply to....

Singapore
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16 days ago

Especially when it's at the other side of the world!

Russia
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16 days ago

Also: are all these hotels perfectly fine with the fact that we will come from epidemic regions and (very likely) will give covid-19 to their staff and guests?
That's another thing that bothers me a lot.

Germany
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16 days ago

I, too, am in this situation. All hotels in Slovenia are closed due to Corona. You cannot provide accommodation. https://Booking.com refers to the hotel, but the hotel is always staffed by phone and does not respond to e-mails. Give me one good reason why I should book my holiday next time through https://booking.com.

Austria
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16 days ago

All the travel agencies are giving back the money tbose that have made a reservation in a country where there is Coronavirus. Same situation with me, my reservation is in Paris - Marne la Vallee, the borders are closed, how can I travel then? In this case I think https://booking.com should do the same as the travel agencies. They should provide the money back for all of us that are in the same situation.

Canada
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16 days ago

Yep exactly! No one asked for this to happen. If I wasn’t going because I changed my mind, or found elsewhere to stay, by all means keep my money. But no, I legally cannot travel and they want to keep it? That’s disgusting.

Canada
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16 days ago

In this case I’m referencing the hotel. Not https://booking.com as I have yet to hear from them. I’m sure they’re ridiculously busy.

Austria
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16 days ago

I come from Tyrol/Austria and I am currently in quarantine the whole of Germany is under curfew, the hotel in Amsterdam just sayey though I explained everything to them (I am highly contagious, my friend a doctor with a holiday ban) If there's no problem, either we're coming or the money's gone.

Hoffe https://booking.com officially announces the possibility of cancellation

Austria
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16 days ago

We would also accept a credit to the Booking Account as we planned the trip only the hotel will not see us, and will also accept this ignorance of the hotel on various occasions. Share platforms.

Hello,
To cancel a booking you’ve made, please follow the self-serve options.

When you made your booking, you will have received a confirmation email. In that email you’ll find a button that says ‘Cancel your booking’. 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 free cancellation, you won’t pay a fee.

Another way you can do this is by visiting our Help Centre and signing in, using your https://Booking.com account.

Select the relevant booking and you will see your cancellation options, including those newly added due to the travel restrictions related to the pandemic. If your booking is not eligible for free cancellation, please contact the accommodation directly to see if they are able to make an exception. Their contact details can be found in the Help Centre.

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