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

[SomethingInTheAirToday]

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

Sonder are/were a aparthotel chain, so apartments in a hotel format. Something between an Airbnb and a hotel. Picked them because they seemed safer than a pure Airbnb and I thought the connection of the big name would be more secure

This is what the website says OP, sounds like you should get a refund at some point but they just won't confirm when.

I have an upcoming reservation I pre-paid at a Sonder property. Will I receive a refund?

If you are expecting a refund from a Sonder property that was booked through Marriott channels, including Marriott.com, Marriott Bonvoy Mobile App, the Customer Engagement Center, and Fliggy, Marriott will cause a full refund of your prepaid deposit to be issued. The refunds will be processed on the card on which the advance deposit was processed. Since Marriott didn’t charge the card, we are working with the credit card processor to get the refund processed as quickly as possible. If you have any questions or need assistance, please contact our Customer Care team directly here. If you booked on a third-party channel, please contact them directly to arrange your refund. We sincerely apologize for the inconvenience.

I have been waiting on a refund for a future reservation at a Sonder property. Does this mean I will never get it?

Marriott will cause a full refund of your prepaid deposit to be issued. The refunds will be processed on the card on which the advance deposit was processed. Since Marriott didn’t charge the card, we are working with the credit card processor to get the refund processed as quickly as possible.

Surely, the 18 year old intern who probably manages their social media accounts cannot access customer databases to determine if you are eligible for a refund. As per data protection, you need to go directly through customer services. Call the hotel. No one on Twitter will be able to tell you about your accounts. But yes, of course, they will issue you a refund. It’s probably such a standard thing that usually no one asks this question. I’d expect 5 business days though for processing so just keep your eyes out for it.

The hotel numbers have gone down as of 9am this morning. MB customer service is apparently taking 5+
hours to answer calls.

But from the FAQ information you will get a refund. It is just taking time because of how credit card payments were taken. However Marriott are acknowledging if you booked with them they are responsible for refunding you.

But nobody can clarify whether I have booked with them or not

How did it show on your bank statement?

From their statement it sounds as if all bookings were via Marriott, and Sonder just provided the accommodation, with M providing the processing and branding.

I'd be contacting the bank anyway. I got a refund for a festival ticket I booked on my debit card when they went bankrupt. Just had to send all the paperwork.

Usually book on credit card and have used the S75 rules a few times successfully.

Doesn’t “non refundable” mean it’s not refundable if YOU cancel it? If the hotel cancels it then they should surely refund you. Does it say in the booking confirmation or terms and conditions that there is no guarantee your booking will be honoured,and no refund in the case of the hotel cancelling?

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.

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.

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.

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.

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.

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

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

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

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

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.

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!

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.

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.

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.

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!

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