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

Hotel won’t give refund

8 days ago

Due to Coronavirus we have to cancel our weekend away. Which means cancelled the hotel booked through https://booking.com.
The hotel are saying they can’t give a refund still and we can only change the dates. We are not able to go any other weekend. What can we do?

8 comments
United Kingdom
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8 days ago

Jen we are in the same situation as you we have three rooms booked for a well known hotel in South Wales for a family reunion, plus one of the group is a NHS nurse another a Police officer. Both Key Workers.
Any suggestions most helpful.

United Kingdom
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8 days ago

Yes identical situation in Lake District,whilst we all accept the terrible situation,if the hotel cannot provide accomidation on required date they should refund

United Kingdom
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8 days ago

Yes they should but ours won’t do going to change dates to 2021 but still getting no where just waiting to hear something

United Kingdom
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8 days ago

We don’t want to change to 2021. My partner is self employed so now can’t work so could really do with the money back.

Australia
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8 days ago

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.

Should also point out if it is non-refund accommodation booked, then that is exactly what it means.

We cancelled a 7 week trip to the UK and Europe, which was for April and May. It has been a bit of a mixed bag with regard to some of our non-refundable accommodation booked in Italy, Switzeralnd 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. So far, I have received the following responses -

Keep booking open for 12 months (1xItaly 1xUK)

Re-contact after 3rd April, Italy's current lock down date (Italy).

Wait until after the 30th March and re-contact & will keep booking open for 12 months (UK).

Gave back 100% refund, including the 30% they were entitled to keep if cancelled (UK).

Lost 30% with cancelling after booking, received 70% refund (UK).

No response at all (Switzerland).

In all honesty I didn't expect to receive anything back on non-refundable accommodation we booked, as that was the chance we took to receive the lower price, so that is on me. To date it has been a pleasant surprise, with what has been offered either with refunds or bookings left open for 12 months, it has been incredibly generous on their part, considering the tough times they are facing.

All I can say is be polite when requesting refunds and don't demand and consider it a right to receive one, after all non-refund is what it is.

Depending on when you're travelling don't try and cancel too early, think maybe hotels are hoping for a miracle. Some are prioritising responses in order of bookings, so if your booking is in March, they may get to you at this stage and if it is April then they may respond to your query later than sooner and so on.

United Kingdom
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8 days ago

Thank You Kris

United Kingdom
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8 days ago

non refundable is when you cant make the booking not when the hotel cannot provide accomidation , please look at sale og goods act

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.