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.

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United Kingdom community

Cancellation Refund Due To Travel Ban Not Honoured

11 days ago

I booked a place in London and confirmed with the property that my money would be returned if cancelled due to travel ban. When I cancelled as soon as I heard from my government that there was a travel ban, the property owner reneged. Neither https://Booking.com nor WelcomStay are any help. Is anyone else having the same issue?

12 comments
United Kingdom
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10 days ago

Hi Irina, It depends on whether the booking was refundable or nonrefundable. Sorry but you will not get a refund if your booking was nonrefundable and if it is refundable - it will depend what it says in the small print, and will take months to resolve as insurers will be involved and they work at glacial pace. Verbal reassurances mean nothing. In your case, the Canadian travel ban has no effect in the UK where there is still not any lockdown. You maybe able to claim on your travel insurance which of course you took out long before you booked!

Canada
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10 days ago

Of course. I did read the fine print. I was ready and willing to go. But these are unprecedented times. It is shameful that people mistreat each other like this. I was barred from enjoying my trip with my family by the requirement not to travel. I was also doing the destination a favour by not (unknowingly) bringing the virus there.

I am saddened by the shameful and despicable opportunistic actions of some.

It's also sad that we're at a point in human evolution where we are ok with doing the wrong thing and relying on insurance companies to Duke it out. Have the existence of insurance companies excused our need for integrity?

Is there no law in England that prevents people from fraudulently enriching themselves without providing a product or service?

Australia
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10 days ago

The only way to put pay to this is to go the media in your country and tell them about it.

Other
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8 days ago

It's not fraud if it says it's a non-refundable booking. I'm dealing with the same thing. I am shocked at how inflexible they are. I will NOT be doing any more booking with a business that will not allow a refund for these types of unforeseen circumstances. I'm re-booking but I am NOT happy at all.

United Kingdom
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8 days ago

In effect there is now lockdown. As of midnight it makes it abundantly clear that its essential keyworker travel only and to stay at home which is enforceable
https://www.youtube.com/watch?v=vxRBaX8f9oA

Australia
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10 days ago

Same thing happened to me. But why is https://Booking.com sending me a text saying I could cancel for free and then the owner agrees and then renegs?

Canada
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10 days ago

Yes! I even had Customer Service confirm with the owner that if there is a ban, he would refund my money. And still, he does not.

What is our recourse?

United Kingdom
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8 days ago

your contract if booked with a credit card is with Visa/Mastercard and they will put a credit on your account pending an investigation. Once it has been resolved either way they will either leave the credit on or remove it.

United Kingdom
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8 days ago

your contract is with Visa/Mastercard not bookings.com or the hotel.

United Kingdom
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9 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.

United Kingdom
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9 days ago

Ya but the booking manager just says to speak with the hotel?!

Australia
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8 days ago

What I have learned from this is that it seems it is better to 1. pay extra to booking with zero cancellation fee 2. If you pay money make sure it goes directly to https://Booking.com and then you are dealing with https://Booking.com requesting any refunds. 2. Booking with a property where the partner (owner of property/ hotelier) requires the money to go to them directly or where you pay to them directly has certain risks attached. Consider this: Are they able to see all of your credit card details from the time you make the booking which gives them access to making debits on your credit card at any time? Are they able to withhold funds or make further charges to your credit card even though https://booking.com has told their partners to do differently? 4. I am not sure about this one but does Booking.con clearly display that partners will be handling payments BEFORE you click on the PAY button? That would be good to know before you go ahead and pay so that consumers know who they are actually dealing with and who has is holding their credit card details.