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Original poster

Hotel cancelled non refundable stay, refusing to tell me if I’m eligible for a refund

109 replies

SomethingInTheAirToday · 10/11/2025 07:25

I had a Sonder by Marriott Bonvoy hotel room booked for a trip next year. Out of the blue yesterday I got an email to say it had been cancelled by Marriott Bonvoy as I booked through them and they could not honour the booking.

They didn’t mention a refund in the email, I’ve DMed them on Twitter and they’ve said that if I’m eligible for a refund they’ll be processing it. But they won’t tell me if I am, or how long it will take.

im mainly posting for traffic to be honest, what do I do? I have travel insurance through my bank so I’m guessing that if they don’t refund me I claim on that? But shouldn’t they be refunding me as they’re the ones cancelling?

ugh

OP posts:
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Brabant93 · 20/11/2025 19:06

Any update OP? I am also waiting on a refund from a chargeback with my bank.

Original poster
SomethingInTheAirToday · 13/11/2025 06:48

Cyclebabble · 12/11/2025 20:39

That is awful. I would be asking the reason for hte cancellation and looking for compensation. They should refund any amount lost. Claiming on travel insurance is more problematic (I work in the travel insurance industry). Whilst you might be able to claim the costs around this holiday (cancelling flights for example), the insurer would expect you to pursue the refund from Marriott.

The company has gone bankrupt. That’s why they’ve cancelled.

Marriott aren’t giving refunds (because they say they can’t 🙄 a load of bollocks if you ask me), I’ve pursued a chargeback from my bank. But if they deny it, my travel insurance has an entire section in the policy booklet dedicated to this type of situation.

OP posts:
Cyclebabble · 12/11/2025 20:39

That is awful. I would be asking the reason for hte cancellation and looking for compensation. They should refund any amount lost. Claiming on travel insurance is more problematic (I work in the travel insurance industry). Whilst you might be able to claim the costs around this holiday (cancelling flights for example), the insurer would expect you to pursue the refund from Marriott.

Scottishlass9 · 12/11/2025 20:26

Ah, sorry. Just seen this has already been posted - apologies. Wouldn’t let me edit my post

Original poster
SomethingInTheAirToday · 12/11/2025 17:04

CeeceeBloomingdale · 12/11/2025 16:51

She did try but the amount extra was over the goodwill amount she could use as I'd now need 2 rooms.wheras only.one with Sonder. Also it needed to be available for points and my booking is over New Year and everything had gone.

Show quote history

Christ, that’s absolutely awful. They should be doing the most to help out. It’s a PR disaster for Marriott. Apparently this type of thing is standard in travel insurance. Mine has it as an unexpected cost, and it lists insolvency as the reason

OP posts:
CeeceeBloomingdale · 12/11/2025 16:51

SomethingInTheAirToday · 12/11/2025 16:09

Apparently some are getting it.

if the price difference is huge, check your travel insurance. Mine will cover unexpected costs, which includes the difference

Show quote history

She did try but the amount extra was over the goodwill amount she could use as I'd now need 2 rooms.wheras only.one with Sonder. Also it needed to be available for points and my booking is over New Year and everything had gone.

CeeceeBloomingdale · 12/11/2025 16:49

I'm currently knee deep in travel insurance policy lingo right now.

Original poster
SomethingInTheAirToday · 12/11/2025 16:09

CeeceeBloomingdale · 12/11/2025 16:06

I knew they wouldn't rebook me as the price difference is huge. I'll only believe the refund when I see it, just saying what I was told.

Apparently some are getting it.

if the price difference is huge, check your travel insurance. Mine will cover unexpected costs, which includes the difference

OP posts:
CeeceeBloomingdale · 12/11/2025 16:06

I knew they wouldn't rebook me as the price difference is huge. I'll only believe the refund when I see it, just saying what I was told.

Original poster
SomethingInTheAirToday · 12/11/2025 15:55

CeeceeBloomingdale · 12/11/2025 15:52

I've spoken to Marriott again today. They refuse to help with the additional cost of rebooking. They advise as I paid Sonder they can't see the payment details but they will refund within 10 working days if I raise a chargeback with the bank. I started that process today, the bank takes 5 days to decide if a chargeback can be raised but I have sent my evidence.

marriott are having you on.

they aren’t refunding anyone. The chargeback is separate to them and they’ll “support” the chargebacks. It’s an utter shambles. Some people have had success at rebooking at the same rate, but it seems they’ve drawn the line. I’ve submitted the dispute to my bank last night. Marriott also have no say in how long the bank takes to refund.

at least, being from the UK, we have stronger protections and better travel insurance. In the USA it’s basically nonexistent

OP posts:
CeeceeBloomingdale · 12/11/2025 15:52

I've spoken to Marriott again today. They refuse to help with the additional cost of rebooking. They advise as I paid Sonder they can't see the payment details but they will refund within 10 working days if I raise a chargeback with the bank. I started that process today, the bank takes 5 days to decide if a chargeback can be raised but I have sent my evidence.

Original poster
SomethingInTheAirToday · 12/11/2025 07:35

Negroany · 12/11/2025 00:07

I can't see any reason it wouldn't be successful.

I can think of two S75 disputes I have raised, and one cc dispute where it was under the £100 but they refunded anyway, and one debit card chargeback where the firm went bankrupt. All paid out.

But, while the decision was quite quick, it took a little while to get the money.

I’m quite confident it’ll be successful because we obviously have such strong consumer protections here. But the company constantly switching up on what they’re saying to customers is really grating now.

OP posts:
Negroany · 12/11/2025 00:07

I can't see any reason it wouldn't be successful.

I can think of two S75 disputes I have raised, and one cc dispute where it was under the £100 but they refunded anyway, and one debit card chargeback where the firm went bankrupt. All paid out.

But, while the decision was quite quick, it took a little while to get the money.

Original poster
SomethingInTheAirToday · 11/11/2025 21:16

Atstritchsitchfitch · 11/11/2025 20:46

It will get reviewed by a human, don't worry... if its not successful, come back on here and I will help wirh some further advice, but I think it will be successful. Let us know either way.

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I think (from my limited experience), if it’s not successful I appeal, then complain and then financial ombudsman? But to be honest if it’s unsuccessful I’ll go to my insurance

OP posts:
Atstritchsitchfitch · 11/11/2025 20:46

SomethingInTheAirToday · 11/11/2025 20:36

Yes I’ve just done that. It wouldn’t let me progress without putting a date for receiving the services though, so I put the date I was due to receive them. I don’t think I’ll be the first one to do it, so I’m hopeful that a human will review it and understand! I’ve attached my payment receipt, the cancellation email and the DM from Marriott telling me to raise a dispute. Hopefully that will be enough.

Show quote history

It will get reviewed by a human, don't worry... if its not successful, come back on here and I will help wirh some further advice, but I think it will be successful. Let us know either way.

Original poster
SomethingInTheAirToday · 11/11/2025 20:36

Atstritchsitchfitch · 11/11/2025 20:20

On that link I sent, you can raise it on there on the docusign link (theres two options, via the app or their webpage) - that's how I did it and it went through quickly.

Edit- I just had a quick go, selecting cancelled services, put that it was just cancelled and it let's me carry on to submit it. Worth a go before you call them.

Edited
Show quote history

Yes I’ve just done that. It wouldn’t let me progress without putting a date for receiving the services though, so I put the date I was due to receive them. I don’t think I’ll be the first one to do it, so I’m hopeful that a human will review it and understand! I’ve attached my payment receipt, the cancellation email and the DM from Marriott telling me to raise a dispute. Hopefully that will be enough.

OP posts:
Atstritchsitchfitch · 11/11/2025 20:20

SomethingInTheAirToday · 11/11/2025 20:17

I’ve tried four times on the app and it just says that I have to wait and they won’t do anything before then. They won’t pass me to a human to talk to either.

im going to search out an email address

Show quote history

On that link I sent, you can raise it on there on the docusign link (theres two options, via the app or their webpage) - that's how I did it and it went through quickly.

Edit- I just had a quick go, selecting cancelled services, put that it was just cancelled and it let's me carry on to submit it. Worth a go before you call them.

Original poster
SomethingInTheAirToday · 11/11/2025 20:17

Atstritchsitchfitch · 11/11/2025 20:15

https://www.nationwide.co.uk/help/payments/disputing-a-payment/

Nothing on here about waiting 2 weeks. I've also raised 3 chagebacks with nationwide over the years as I bank with them and not had to wait.

I’ve tried four times on the app and it just says that I have to wait and they won’t do anything before then. They won’t pass me to a human to talk to either.

im going to search out an email address

OP posts:
Original poster
SomethingInTheAirToday · 11/11/2025 20:13

Negroany · 11/11/2025 20:08

That's because you told them they cancelled.

You need to find the email address and send them the evidence that Sonder have filed for bankruptcy. That will move it on.

But, don't old your breath, you'll get it, but it takes aaaages. I've done it a few times.

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No, I told them they’ve cancelled because they filed for bankruptcy. I’m going to call them in the morning and work out what the fuck they’re playing at, to be honest

OP posts:
Atstritchsitchfitch · 11/11/2025 20:12

SomethingInTheAirToday · 11/11/2025 19:54

I need further help, please!

marriott are now saying that the only way to get your money back is to file a chargeback and they’ll “support” that.

nationwide won’t let me file one for at least two more weeks.

can I claim on my travel insurance to get my money back?!

We can raise a chargeback straight away (another major bank). Can you try speaking to Nationwide again to confirm thats definitely correct?

Negroany · 11/11/2025 20:08

SomethingInTheAirToday · 10/11/2025 12:16

I’ve found how to do it in the chat. They say they can’t help until it’s been 15 days since Sonder cancelled!

Show quote history

That's because you told them they cancelled.

You need to find the email address and send them the evidence that Sonder have filed for bankruptcy. That will move it on.

But, don't old your breath, you'll get it, but it takes aaaages. I've done it a few times.

Negroany · 11/11/2025 20:05

SomethingInTheAirToday · 11/11/2025 19:54

I need further help, please!

marriott are now saying that the only way to get your money back is to file a chargeback and they’ll “support” that.

nationwide won’t let me file one for at least two more weeks.

can I claim on my travel insurance to get my money back?!

I wouldn't, because a) they will look for any other way you can claim, so will send you to your bank, and b) there will be an excess of probably £100.

I suppose you could speak to them for advice though.

Original poster
SomethingInTheAirToday · 11/11/2025 19:54

I need further help, please!

marriott are now saying that the only way to get your money back is to file a chargeback and they’ll “support” that.

nationwide won’t let me file one for at least two more weeks.

can I claim on my travel insurance to get my money back?!

OP posts:
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