Hotels.com allows cancellations

[codash1099]

I received an email today from Hotels.com advising me that I was able to cancel a booking that had been made as a non-refundable booking. In part their email said:

"With rapidly changing information about coronavirus (COVID-19), we know that you are anxious about your upcoming travel plans. Our call centers have been working around the clock to keep up with customer requests, and we are truly sorry if you have experienced the frustration of long wait times to get specific information about your options.

In an effort to make the process better for you, we have worked closely with our travel partners to make it possible to cancel and receive a full refund for your booking.......

If you want to cancel, even though your booking is non-refundable you can receive a full refund. Just click the button below to go to our site to cancel."

Unfortunately, the link they provide doesn't work, but this doesn't detract from the offer itself.

Nice to know some companies have a human touch.

 

[Ktan89]

Nope - i got a totally different email from hotels.com.
They are only providing vouchers with an expiry date of 12months and get this... it's only to be used for the hotel you booked at originally.


I also had an online hotels.com chat with a "Prince Joseph" telling him this is situation is out of my control. I'd love to go but with all the travel ban and restrictions i am unable to get to Iceland. I book non-refundable fares because i don't change my mind and always tend to go on my trip and if i back out i will gladly forfeit the booking. Also told him bookings.com happily refunded my other accommodation bookings easily and will be prepared to write up a review. His response: "I can't assist you any further. You are entitled to write any reviews as you see fit" They can see i've booked with them many times before due to the stay 9 nights and get 1 free but i don't think i will use them ever again.
This credit is useless, how am i to know when i will go to Iceland again at least provide a hotels.com credit or something..

 

[codash1099]

Nope - i got a totally different email from hotels.com.
They are only providing vouchers with an expiry date of 12months and get this... it's only to be used for the hotel you booked at originally.
View attachment 210857

I also had an online hotels.com chat with a "Prince Joseph" telling him this is situation is out of my control. I'd love to go but with all the travel ban and restrictions i am unable to get to Iceland. I book non-refundable fares because i don't change my mind and always tend to go on my trip and if i back out i will gladly forfeit the booking. Also told him bookings.com happily refunded my other accommodation bookings easily and will be prepared to write up a review. His response: "I can't assist you any further. You are entitled to write any reviews as you see fit" They can see i've booked with them many times before due to the stay 9 nights and get 1 free but i don't think i will use them ever again.
This credit is useless, how am i to know when i will go to Iceland again at least provide a hotels.com credit or something..

They've now corrected the link and I was able to cancel for a full refund. I guess it will depend on what the hotel involved is prepared to do. Mine was in Strasbourg and is completely closed at this time.

 

[Silvia]

I got offered a credit instead of refund; however I have not heard a thing from an award night that I had booked and need to cancel as well

 

[N860CR]

It’s all a bit loose. I booked a lodge in South Africa for $1200 per night for June. Paid to hotels.com only 5 weeks ago. I’ve emailed the lodge and they’ve said they can move the dates to some other time... but that’s it.

No response from hotels.com. Surprised you managed to find a live chat link!

Never waste a good crisis... this lodge stands to make $3600 for doing nothing.

 

[Ktan89]

It’s all a bit loose. I booked a lodge in South Africa for $1200 per night for June. Paid to hotels.com only 5 weeks ago. I’ve emailed the lodge and they’ve said they can move the dates to some other time... but that’s it.

No response from hotels.com. Surprised you managed to find a live chat link!

Never waste a good crisis... this lodge stands to make $3600 for doing nothing.

You need to select the American site and go to contact us.
See if this link works and there is a blue "CHAT" button

Customer Service Portal

service.hotels.com

They are really hopeless though. I think for future reference i'm going to stick with Bookings.com it was a much easier transaction with them.

 

[N860CR]

Seems they've now ditched the live chat (it just throws you around in circles and won't connect to a person) and the phone line doesn't connect you to a person if your booking isn't "within 72 hours".

The lodge has said "ok you can cancel but you'll need to contact hotels.com" however that's easier said than done.

It does seem they are trying to get as much money as they can from this and avoid people getting refunds.

 

[p--and--t]

As I have posted elsewhere. I got a full refund through Hotels.com

My comments can be found here.....

Have you had to change/cancel travel due to COVID-19 (involuntarily or voluntarily)?

I thought I would start a thread as a resource for AFFers who have changed or cancelled travel plans directly or indirectly due to 2019 n-CoV. Did the airline/cruise company cancelling or change your flight/cruise? Or, did you proactively or reactively cancel or change it on your own (and...

www.australianfrequentflyer.com.au

 

[N860CR]

As I have posted elsewhere. I got a full refund through Hotels.com

My comments can be found here.....

Unfortunatley, there is now not even a way to speak to anybody.

As an update, the lodge eventually came to the party and agreed to cancel after I said I'd book with them directly when we come back. Win win really. Saves a useless voucher and they save 30% in commission. I'll wear the loss of cashrewards and using my AUD Amex.

The hotels must have a direct line to hotels.com that is actually answered as they spoke with someone and I got a broken English email from hotels.com saying the manager had agreed to a full refund. Email address was "no reply" and there was no confirmation of a cancelation.

I just got Citi to reverse the charge and sent them a copy of the email.