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Spain community

Hotelschließungen wegen Corona

10 days ago

Hello, everyone.
The Spanish government has ordered the provisional closure of all hotels in the country due to the Coronavirus crisis. What happens to the bookings that fall within the closure period? We can no longer cancel the hotel free of charge. Does anyone have any experience with that? Shouldn't the hotel inform us and cancel? Or do they just hope we don't get there?
If anyone has any experience with this, I'd be grateful for any advice.
Thank you.

10 comments
United Kingdom
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10 days ago

I was literally heading here to ask the same question. I sent the hotel an email, but no reply. The automated chatbot just directs you to the cancellation.
There doesn't seem to be any clarification from https://booking.com.... frustrating because, if I cancel before 4th April, it's only €80, but after that it's €281...
Quandary is, do I cancel and bite the bullet...or not cancel in hope that https://booking.com recognise that "I" do not want to cancel...yet am being forced to do so.
😢

Germany
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10 days ago

Hello, Jack, this is very annoying! I also do not know how to reach https://booking.com. Normally, I would have expected that the bookings could be cancelled without restriction simply because the hotel is closed and cannot accommodate guests. At Airbnb, this function was possible from one day to the next. It's much more complicated here. The hotels are definitely closed until 11 April. If I were you, I'd wait until April 4th to cancel.

United Kingdom
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10 days ago

Hi TatJana,
I'm just worried that waiting will incur the heavier penalty... but then I may not be covered with insurance if I cancel seemingly through choice....
It's a tricky one. Let's hope somebody helps us fix the issue.....who though?

Me podeis pasar el email donde puedo contactar con Booking, gracias

Germany
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10 days ago

I am not able to get in touch with my hotel not by phone or by hotel. I sent a request for refund to booking assistance.
They told me that they will contact the hotel and after 48 hours I received a reply that "We have not received a response from the property" and that I need to contact the hotel.
this is not my fault, due to coronavirus Barcelona is not accessible, so I need to get a refund even partially.
Please help me, there is no response from hotel not by phone nor by email. #Booking.com

United Kingdom
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10 days ago

I have just gotten off the phone to https://booking.com (there is a different number for each country- see below).

They tried to contact the hotel for me, but there was no answer (your hotel may be more helpful).
They also informed me that, because the circumstances change and government response depends on each country and their specific time frames.
For eg. The current ban on travel/hotels in spain is currently only stated to be until the end of March. So, because my booking isn't until april, I will have to wait until the spanish government extend the closure/travel ban. https://Booking.com said they, or the hotel, would be in touch by this time.
The number for germany is
069170776582
The number for spain is
+34912768614
Hope you get things sorted.

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

Germany
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10 days ago

Hello, Simon, I contacted the hotel and they told me that the closure was on 11/04. This would allow the hotel at the time of booking. If I cancel the booking, I will pay 180 € for the hotel being closed. It is not possible to cancel the hotel free of charge and although the ban applies until 11/04, https://booking.com does not release the free cancellation function. Booking. It's almost impossible to reach com right now. I called, they threw me off the line, and no one's ever responded to my e-mail. At Airbnb, I could not cancel free of charge at first, and then the function was freely switched.

Argentina
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10 days ago

Hi, I have a reservation in Madrid, fully paid and they don't want to reimburse me, not even the option of rescheduling. Their answer is that they work normally, I called the Spanish Consulate and they told me that what they say is a lie, that you can't move around Madrid that it's crazy. Nobody answers, nobody gives solutions. I also filed a complaint with the Ombudsman, but I haven't received any answers yet. The Hostel where you book is called WOOHOO HOSTAL MADRID. So far my opinion towards them is that they are STAFATORS, taking advantage of the situation. What happens is not a whim. It's a matter of global health and emergency.

United Kingdom
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7 days ago

Follow up. https://Booking.com have managed to get the hotel to reply to my query. The hotel as offered me to rebook within 2020 (never going to happen because all holiday time for me has been pre booked....I.e. I wont be going to Barcelona until at least 2021).. they are insisting on me paying the €80 cancellation fee... which I think is very poor form seeing as this cancellation is not through my own choice.

Hoping they will reconsider allowing me to book in 2021, but reluctant to even stay with them seeing as their response is a bit unreasonable.