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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 07:43

bestbefore · 10/11/2025 07:42

Have they even taken the money?

Yes, it was a non refundable room so you paid on booking. It was a decent deal (now it looks like it was too good to be true), and non refundable.

OP posts:
YodasHairyButt · 10/11/2025 07:43

I would assume that since they have cancelled, you will be refunded. The non refundable aspect of bookings generally means they won’t refund you if you cancel.

bestbefore · 10/11/2025 07:42

Have they even taken the money?

Original poster
SomethingInTheAirToday · 10/11/2025 07:41

80smonster · 10/11/2025 07:39

www.reuters.com/business/marriott-terminates-licensing-agreement-with-lodging-rentals-company-sonder-2025-11-09/

Yeah I’m aware of this and think in the grand scheme of things I’ve probably dodged a bullet but Marriott and Sonder aren’t being very helpful in terms of a refund! Their social media channels are just bouncing back with an automated message that says if I’m eligible I’ll be refunded, but it doesn’t say what eligibility is.

OP posts:
Original poster
SomethingInTheAirToday · 10/11/2025 07:39

CatRescueNeeded · 10/11/2025 07:38

How did you pay for it? It might be easiest to claim through your credit / debit card

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!

OP posts:
CatRescueNeeded · 10/11/2025 07:38

How did you pay for it? It might be easiest to claim through your credit / debit card

AllJoyAndNoFun · 10/11/2025 07:37

I can’t imagine they won’t refund. You booked it directly and they have cancelled.

Original poster
SomethingInTheAirToday · 10/11/2025 07:35

Any help? I’ve never had this happen to me before and I can’t afford to lose the cost of this cancelled room, and pay for a new one.

OP posts:
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