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

Apparently some are getting it.

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

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

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.

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, have you seen that the Sonder branch of Marriott has gone bankrupt? Here’s the link - https://www.dailymail.co.uk/yourmoney/article-15280721/amp/marriott-sonder-bankruptcy-guests-kicked-out.html

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

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.

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