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

Devolucion

12 days ago

I had a reservation made and already paid to go to San Sebastián from March 15th to 18th, two days before the state of alarm I call the hotel to ask about the situation and they tell me that everything is normal but we agreed the next day to speak again to keep informing the situation, I call on Saturday 14th and no one answers I have been calling 2 and 3 times every day and sending emails to the hotel and booking and nobody does anything. It's illegal for them to charge you for a service they haven't provided and you can report it, they're obliged to return the money, it'll take a long time that's for sure

22 comments

We understand that the current situation may force you to change your plans. The best way we can help you is to visit our Help Page, since that way we can help you with the current state of your reserves.

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

Please note that due to the current situation we may take a little longer than usual to answer you. We appreciate your patience as we're trying to prioritize people who have imminent reservations.

Spain
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8 days ago

I've already visited your help page and explained my situation like 10 times and you still haven't paid me back.

Spain
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12 days ago

I've also tried to contact and ask for information, given the current situation. I had reservations in Oropesa for Easter , with advance payment and non-refundable. But I understand this is a exceptional situation. I contacted the Accommodation and the lady who answered me told me to cancel and Booking would make the corresponding refund. I've sent several e-mails requesting confirmation of this information and they won't answer me, they just send me a format answer.

Spain
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8 days ago

Interested to know what happens here as we've a booking in Malaga on 3rd April and have been told the hotel has closed down, we paid non-refundable, are we due a refund?

Netherlands
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8 days ago

Get on the phone with your booking number and PIN code ready. This morning I contacted Booking and everything has been arranged

Spain
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8 days ago

What's the phone?

Netherlands
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8 days ago

+34 91 27 68 614

Spain
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8 days ago

Gracias!!

Netherlands
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8 days ago

You're welcome and be successful!

Spain
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3 days ago

Have had a message from https://Booking.com that the hotel is going to refund the money... so please be patient people... they are working flat out x Stay safe x

We had a reservation for Madrid at TRAVEL AND HOLYDAIS MANOTERAS and we had to cancel it and they tell us that we are not getting our money back because we were out of date, I find the site very bad and not recommended, I hope BOOKING will take note of all these cases. it is understood that the cancellation is because of COVID 19.

Spain
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8 days ago

What date was it? Because all reservations between March 15 and April 11 have to be returned

La reserva era del 21 al 23 de marzo.

Spain
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8 days ago

I'm the same. Reservation of 16-19 without free cancellation, but unable to travel. Both booking and the hotel pass me by.

Spain
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8 days ago

March or April? Because if it's March, you have to get it back.

Spain
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8 days ago

April, sorry. I received the booking email saying that I have to change dates, but then it doesn't give me a chance for choosing without free cancellation. And from the hotel, they just said no and now they won't answer me.

Well we have reservations for April 8th to 12th peak humbria half pension I will contact the hotel and it is closed but ... I don't get canceled on bookin. pole where this is legal.

Spain
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8 days ago

And you don't get free cancellation?

I called the number. I get a recording and after I fill out the data they cut me saying access the website to solve the issue and eventually it's the same

And I contacted the people on the site and they told me that you had to cancel and that booking would take charge, because mine wasn't refundable either and it was Easter

Spain
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3 days ago

I wouldn't cancel... let them cancel if it is likely that they are shut down and you should receive your money, Had a message from https://Booking.com saying that the hotel is refunding the money as they are shut... for Friday 3rd April... please be patient. Stay safe x

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.