Refund on hotel booking

[MistySkiesAfterRain]

Probably zero chance here.

I paid 300 for a hotel on a non refundable guaranteed price for April 2020 via hotels.com.

Then, Covid.

The hotel contacted me and said it was not refundable or changeable but they would give me a voucher valid for 12 months, expiry 29 April.

Travel was not allowed to Iceland (unless you were fully vaccinated).

I just tried to call Hotels.Com and the number disconnects.

I was thinking of calling my credit card company. I don't understand why I can't speak to someone on the phone at Hotels.Com. Is there a new number? I have 0203 027 8673.

Sorry random question but having such an unsuccessful admin day!

Defo not right, the other number on their website is out of use 0800 783 2390.

On google it gives 0203 027 6612 as another number - good luck.

If you would still want to go to iceland after covid it may be worth contacting hotel again for a further extension on your booking.

I worked in hotels for 17 years, none of these rules are law, they're all discretionary, if you call and speak nicely to the right person they'll probably change it.

We had a similar issue with a hotel booking in Italy - couldn't cancel but as the hotel wasn't open, they gave us a voucher which we didn't want to use. Raised it with Amex and got a refund that way, no problem at all.

none of these rules are law

They form part of the contract so they are law. That's not to say that the hotel or the agent cannot use their discretion and offer a refund or extension as a goodwill gesture.

I hope you get a positive outcome Misty. Was the hotel open at the time of your original booking, and how did you pay? Also did you book it as a flight + hotel package? That gives you far more rights.

@Orf1abc

none of these rules are law

They form part of the contract so they are law. That's not to say that the hotel or the agent cannot use their discretion and offer a refund or extension as a goodwill gesture.

I hope you get a positive outcome Misty. Was the hotel open at the time of your original booking, and how did you pay? Also did you book it as a flight + hotel package? That gives you far more rights.

I'm sorry, that was badly worded, what I meant was that the hotel has the discretion to change bookings/extend deadlines etc and often will.

I only booked the accommodation on credit card. I emailed the hotel and they said Hi, You booked a non refundable rate.

I called the credit card company and they said put in a claim. I read the charge back section and that might be possible.

I just want some of it back. We'll see.