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.

United Kingdom community

Why no refund???

9 days ago

Why is it that we are instructed by the government to stay home, not make any unnecessary journeys and especially not holiday anywhere in case we put a strain on already overstretched areas and yet https://Booking.com and Sykes Cottages decline to refund us??? We would love to go on holiday but what can we do...….totally outrageous!

22 comments
United Kingdom
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9 days ago

I have emailed the property we have a booking with twice not to cancel but to rearrange dates. No reply. In these very serious times when we are restricted from travelling why are owners not trying to accommodate us at all?

United Kingdom
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9 days ago

Think we are just the tip of the iceburg.

United Kingdom
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9 days ago

Why when we are advised from the government not to travel there are no refund options. This is ridiculous and unsafe and we shouldn’t be financially disadvantaged due to Covid-19

United Kingdom
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9 days ago

I fully agree when your advisers tell you not to travel not fair not to get your money back i the same

Spain
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9 days ago

I have reservations at 8 Springfield Lane in a few weeks and the owner refuses to return any of the money, they don't care if it's a pandemic, they don't care about people's health and lives. They don't have the slightest humanity, it's embarrassing that they only care about money when people are dying from the virus.

United Kingdom
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9 days ago

I have asked for a refund as well as we were instructed not to travel and they refused to do so. This is unacceptable as it is a global issue and it was not our option. Hopefully booking will change the policy after evening's latest PM announcement regarding the lockdown.

United Kingdom
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9 days ago

As both a user of https://booking.com for booking hotels and providing accommodation I can see both sides. We are offering to transfer guests non refundable (that's how it was booked) 30% deposit to a new date valid for 13 months and most are very happy with this. We have had a couple of guests that are not happy and are demanding return of the deposit (these are smallish amounts of between £15 & £40). What these people don't appear to realise is that we have NO income at all and haven't for a few weeks and will not have for the foreseeable future and simply do not have the funds if everyone asked for the deposit back.I understand that everyone is in a difficult position but please understand that most of us small providers are pedalling furiously so that we have a business at the end of this crisis. Business interruption insurance in most cases do not cover such an unprecedented event.

United Kingdom
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9 days ago

Ibis Budget Birmingham
Just a few words to say how brilliantly my booking for 2nd april has been handled. amid corona/covid19 had to cancel hotel. (Have to say it was a non cancellation room) they cancelled it free of charge thank you, I will be rebooking however later in the year.

Canada
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9 days ago

You're one of the very few lucky ones! I will be looking at this when we re-book our travels next year. Probably not going through https://booking.com either!

United Kingdom
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9 days ago

I am also having difficulties. I booked before any government warnings over unnecessary travel. The hotel is refusing to grant any refund full or partial.
The hotel basically said "You have booked with us on the 07.03.2020 being aware of the current situation that was going to hit UK also, was only matter of time."
Unbelievable attitude they have taken with me.
As I said when I booked we felt everything was ok. Travel within the UK was ok, no warnings not to travel within the UK at that time.
We honestly thought the holiday in your own country would be ok, what was happening in Italy and china wouldn't effect us as it has.

Australia
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8 days ago

We cancelled a 7 week trip to the UK and Europe, which was for April and May. The reaction has been a bit of a mixed bag with a small portion of our accommodation booked as non-refundable in Italy, Switzerland and the UK. We booked all the non-refundable through https://Booking.com, however I sent 7 emails directly to the properties outlining why we were no longer able to travel. Some have given money back, some have given a credit for 12 months, some I haven't hear back from. In all honesty I expected to receive nothing, I was only trying to see what I could recover before claiming on insurance. The reason I didn't expect anything.........I booked accommodation as NON-REFUND, that was my choice for the lower price and the chance I took when booking, I don't expect to have my cake and eat it too. Too many people complaining it isn't their fault and it's true, it isn't but nor is the fault of the businesses keeping the money for the NON-REFUND bookings made. Many businesses are not going to survive this and I don't begrudge them keeping my money. Blaming https://Booking.com is irrational as the decision is made by the proprietor as to whether money is given back or not. I can also see why someone wouldn't give money back with bookings made in the first week of March, as things were already picking up by then. I am not sure how anyone looking at what was happening in Europe, would think they were untouchable with borders still left open.

Poppy Williams is someone who uses this forum and she has been saying to try the UK Customer service number 0208 612 8000. Apparently some folk have had success with this.

United Kingdom
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8 days ago

The Way I see it is the government has told us not to do unnecessary travelling but if the hotel that you booked is still open which it probably isn't and will be receiving money from the government for loss of business so why should they receive the money twice

United Kingdom
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8 days ago

I have a booking for Rawdon, Leeds booked for 4th April. The hotel has been closed for a week. WE cannot travel because of government restrictions. The hotel states because we booked through https://booking.com we must claim our repayment from them. Is this true?

United Kingdom
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8 days ago

Ive email the apartments several times, contacted booking and now spoken to the manager who despite circumstances, still refuses to pay. I explained that as an airbnb host who has a strict cancellation policy , Airbnb have made me give 100% refunds to anyone who currently cancels, which is understandable. He just said it was kind of me to do so (even though the choice was taken from) and he was not so kind. So angry and frustrated with his attitude, i even said if he allowed me to move dates as this xwas originally for the Manchester marathon, me and my friends would go and be happy to recommend, suggested we were all in this together so should help each other out. Well clearly not!

United Kingdom
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8 days ago

I got this earlier:

"{name redacted} from Customer Service

Hi James, at the moment we can't ask the property to cancel this reservation for free due to forced circumstances, but it can be that in the next hour there will be change about this, so my suggestion is to contact later today or tomorrow, so we can confirm you if will be possible to have the refund due to forced circumstances.
If you need us again, we’re always here."

Canada
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7 days ago

They seem kind in their reply! Here's what I got from https://Booking.com Customer service:

"Dear {name redacted}, as advised numerously times already, the policy of your reservation does not allow free cancellation. We requested an exception to the property, but they replied that they cannot fulfill this request. There is no chance to get a refund for your reservation. Please let me know if you have further questions and have a good day."

A little rude if I can say so.

United Kingdom
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8 days ago

Ibis Portsmouth my wife booked in advance 2 nights easter and been told as it was booked as a non refundable we have to pay the penalty or we can re arrange at a date up to dec 2020.. All the pubs restaurants historic docks and even the ibis bar and eating facility's state they are closed & as we don't know how long this is on for .
I gave the choice refund or will speak to the local MP & national paper if needed as we feel we are being forced to go against the uk governments wishes regarding unnecessary travel. I would even push for hotels to close due to the present situation.
rant over

United Kingdom
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8 days ago

Have spoken to customer services (sounded American) who said they weren't aware of any lockdown or non uk travel. I sent them the guidance issued by the government which states that its mandatory to stay at home therefore not being able to receive a service paid for. Let's see how far i get

United Kingdom
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8 days ago

I have had the same problem, I have tried to cancel the apartment that we booked for the London Marathon weekend, but have had nothing back from either https://Booking.com or the apartment owner, I am going to talk to my credit card and see what they advise. Why should i pay when I haven't received a service or product. the whole situation has been taken out of my control.

France
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8 days ago

J'avais réservé le 12 mars 2020, 2 nuits sans annulation possible pour les 3 et 4 avril à Londres au Hilton Angel.J'ai téléphoné à Booking France avec n ° réservation et code confidentiel .Du premier coup j'ai eu un agent je lui ai expliqué la situation de force majeure, ce dernier à téléphoner au Hilton pour négocier le remboursement total.5 minutes après Hilton ok pour rembourser la totalité par Booking sous 15 jours. Brillante gestion de Booking. Il y a un cas de Force Majeure depuis le 23 mars et il y a des obligations pour les hôteliers,argumentés la dessus. Meme British Airways m'a remboursé.
A cette heure je dis Merci Booking et Hilton.
Attend et regarde.

United Kingdom
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8 days ago

I have had 2 bookings with https://booking.com that we have not been able to attend because of the government advice not to travel, and 3 up and coming bookings that will not be happening in the next few weeks not even a email from https://booking.com about any of these bookings. For someone who uses https://booking.com nearly every other week and spends thousands of pounds with them yearly i can safely say that they will not see a penny from me in the future and i hope they fold.

United Kingdom
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8 days ago

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.

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.