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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:
Original poster
SomethingInTheAirToday · 10/11/2025 18:53

Sonder have now filed for bankruptcy.

Apparently all bookings are being treated as Marriott Bonvoy bookings and will be refunded. I now think they didn’t do their due diligence during the acquisition last year

OP posts:
rwalker · 10/11/2025 16:24

For legal reasons you then to get stock replies
but can’t imagine they can charge you for something they can’t supply

but it will take time to process I wouldn’t expect my money back in under 10 days

helpfulperson · 10/11/2025 13:43

Did you book through the Marriott website? If so you will get your money back from Marriott. It is just that they can't simply reverse the transaction as the payment was taken by Sonder. It will be a more manual and therefore slower process.

BaronessEllarawrosaurus · 10/11/2025 13:30

SomethingInTheAirToday · 10/11/2025 12:54

It my payment was made to Sonder directly. So looks like I won’t be getting it back.

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I would think that's why there is a comment in MB about them working with the card companies as they were not the ones who took the payment. It still reads to me that you should get the refund.

XWKD · 10/11/2025 13:24

No-refundable just means you can't cancel it, and wouldn't get a refund if you decided not to show up. You are entitled to a refund.

Original poster
SomethingInTheAirToday · 10/11/2025 13:18

Ponderingwindow · 10/11/2025 13:15

I saw reports elsewhere of people being kicked out of their hotel rooms in the middle of their stays. It’s a giant mess.

It’s awful. Marriott Bonvoy are handling it awfully as well. It’s just shocking that they will do this out of the blue.

OP posts:
Ponderingwindow · 10/11/2025 13:15

I saw reports elsewhere of people being kicked out of their hotel rooms in the middle of their stays. It’s a giant mess.

IsItSnowing · 10/11/2025 13:11

Bulbsbulbsbulbs · 10/11/2025 09:55

It's only non refundable if you cancel, not if they do.

You will get a refund. They are just covering themselves with the blanket response about eligibility. It's probably automated.

This. Refunds always take a while unfortunately. It's annoying but there's really no need to worry.

Original poster
SomethingInTheAirToday · 10/11/2025 12:54

BallerinaRadio · 10/11/2025 12:51

I really feel like you're stressing yourself out unnecessarily. They've said you'll get a refund, like most places they just make it as awkward as possible and don't give it straight away

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It my payment was made to Sonder directly. So looks like I won’t be getting it back.

OP posts:
BallerinaRadio · 10/11/2025 12:51

SomethingInTheAirToday · 10/11/2025 12:43

This also has me questioning the rest of my reservations I have. It’s stressing me out now

I really feel like you're stressing yourself out unnecessarily. They've said you'll get a refund, like most places they just make it as awkward as possible and don't give it straight away

Original poster
SomethingInTheAirToday · 10/11/2025 12:43

This also has me questioning the rest of my reservations I have. It’s stressing me out now

OP posts:
Original poster
SomethingInTheAirToday · 10/11/2025 12:16

Agapornis · 10/11/2025 12:10

Do you mean your bank app? You need to make a phone call, they don't routinely put a 'challenge transaction' option in apps as far as I know.

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!

OP posts:
Andromed0 · 10/11/2025 12:15

Infuriating customer service, how rude!
If they don't cough up, I'm sure you would get your money back via the small claims court easily enough, with evidence of your payment and their email announcing the cancellation.

BillieWiper · 10/11/2025 12:13

They didn't supply you with a room so the service you paid for was not forthcoming. So legally they would have to surely? It's not like either firm have gone bust? I guess they are passing the buck between them internally?

I hope you get it soon. I guess they said 'if you're eligible' as maybe if you booked through Sonder or an agent then it's them who is responsible for the refund. But your cancellation is coming directly from Marriott so it should be them paying.

Agapornis · 10/11/2025 12:10

Do you mean your bank app? You need to make a phone call, they don't routinely put a 'challenge transaction' option in apps as far as I know.

Original poster
SomethingInTheAirToday · 10/11/2025 12:07

Agapornis · 10/11/2025 11:54

What name is on the transaction on your bank statement?
Don't hang around waiting, just bloody contact your bank now and ask for a chargeback. These types of refunds have always been slow, they're not going to be rushing for you.

Also, insurers don't like it if you're slow to contact them and it'll cost you the excess. You bank should be your first point of call.

Edited

It’s showing as Sonder on my bank statement but Marriott Bonvoy have said I’ll be refunded. I’m really confused by it all as my app doesn’t give me the option to challenge it on my app!

OP posts:
Agapornis · 10/11/2025 11:54

What name is on the transaction on your bank statement?
Don't hang around waiting, just bloody contact your bank now and ask for a chargeback. These types of refunds have always been slow, they're not going to be rushing for you.

Also, insurers don't like it if you're slow to contact them and it'll cost you the excess. You bank should be your first point of call.

Original poster
SomethingInTheAirToday · 10/11/2025 11:30

I’m going to give it a day or two before contacting my travel insurance

OP posts:
DuckbilledSplatterPuff · 10/11/2025 11:11

SomethingInTheAirToday · 10/11/2025 07:39

Paid by debit card. Stupid I know but I’ve never had this happen and I assumed because it’s a big hotel chain it would’ve been fine!

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There is still some debit card protection - not as much as credit cards, but you have to tell them before a shorter deadline.

romdowa · 10/11/2025 11:08

SomethingInTheAirToday · 10/11/2025 11:06

I can’t work out if I am or not.

Sonder were “Sonder by Marriott Bonvoy” up until about 5pm yesterday, when Marriott Bonvoy announced that they had ended the partnership and all bookings were cancelled. Sonder are now apparently removing everyone from hotels and firing staff

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Id sent a formal email requesting a refund for the booking they cancelled , just so you have a record of it. Citizens advice should also be able to explain what happens when a company that owes you money goes bust

Original poster
SomethingInTheAirToday · 10/11/2025 11:06

romdowa · 10/11/2025 11:04

If they are going bankrupt then you'll be in a long list of people they owe money to and probably down the very bottom of the list.

Show quote history

I can’t work out if I am or not.

Sonder were “Sonder by Marriott Bonvoy” up until about 5pm yesterday, when Marriott Bonvoy announced that they had ended the partnership and all bookings were cancelled. Sonder are now apparently removing everyone from hotels and firing staff

OP posts:
romdowa · 10/11/2025 11:04

SomethingInTheAirToday · 10/11/2025 08:14

They’re going bankrupt apparently and all hotels are shutting down 9am today. So I think getting my money back will be a long shot.

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If they are going bankrupt then you'll be in a long list of people they owe money to and probably down the very bottom of the list.

Atstritchsitchfitch · 10/11/2025 10:44

Regardless of who the booking is with, you can raise a chargeback - Visa will generally refund if the company has gone bust and if the alternative happens and you're refunded, you can close the claim. Just contact your bank and take their advice.

Howwilliknow122 · 10/11/2025 10:42

No5ChalksRoad · 10/11/2025 07:53

It should be ok from a corporation of that size.

As an aside, I used to be in a finance-related occupation and was told long ago by someone in the banking industry to never ever use a debit card, because it’s a direct pipeline to one’s cash.

With a credit card, it’s the lender’s money at risk so they will be more proactive in dealing with fraud and situations like this.

I used a credit card for absolutely everything and just pay it off each month.

This isnt strictly true. Theres a charge back scheme for debit cards too. Getting your money back on a credit card can also be declined... its not as fool proof as what you say.

SandStormNorm · 10/11/2025 10:00

i was booked into a 'hotel' in London with my daughter. Turned out to be a drugs den and brothel. The booking platform refused a refund as I had walked out, paypal refused a refund but my credit card gave me the money back because I showed them photographic evidence of the room, and poor conditions. Just contact your bank and ask for indemnity reversal on your debit card. When flagged with the hotel, or its third party platform, they should just refund to save a fine from their own business bank. Otherwise your bank will step in and refund, so give them all the evidence of cancellation.

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