A full refund is due, but Hotels.com won’t help us get our money back

We had to cancel a booking, but because we chose ‘pay at hotel’ we have to sort it out ourselves

I booked through Hotels.com for a hostel room for the UEFA Champions League final in Madrid. When we did not get tickets we cancelled it. Hotels.com confirmed we are entitled to a full refund, but says the hostel owner will not respond and that I should pursue it myself. Predictably, I had no better success.

I thought booking sites would sort out booking problems. But Hotels.com says it will not do so because I chose the option “pay at the hotel” even though it required me to pay 100% deposit.

Continue reading…We had to cancel a booking, but because we chose ‘pay at hotel’ we have to sort it out ourselvesI booked through Hotels.com for a hostel room for the UEFA Champions League final in Madrid. When we did not get tickets we cancelled it. Hotels.com confirmed we are entitled to a full refund, but says the hostel owner will not respond and that I should pursue it myself. Predictably, I had no better success. I thought booking sites would sort out booking problems. But Hotels.com says it will not do so because I chose the option “pay at the hotel” even though it required me to pay 100% deposit. Continue reading…