Hotels.com Voucher

[Craig O'Brien]

HI All

Just want to post about my experience with Hotels.com and getting a refund/voucher
Anyway I booked a hotel in Kyoto in early March, at that stage I was still expecting to be able to travel to japan, of course over the next few weeks, everything changed of course.
I went to their website and cancelled my booking, expecting to do a credit card reversal, anyway because it was a non-refundable the bank couldn't help..

I kept visiting hotels.com web site and they said they are only assisting people whose booking was due in 72 hours. So I waited until 72 hours before my booking would have started which was 20th May (Booking for 23rd May). I noticed that they no longer had the “please only call if your booking is within 72 hours” on their website. Anyway I called and it was answered probably within 2 minutes (nothing like qantas) the agent looked at my booking, said I am eligible for a voucher, which I thought was better than nothing, and that it would take 7 days and I will get an email.

So I waited the 7 business days, but received nothing. So I called again, got though quick again, and spoke to an agent who said the same thing but that it might take 4 weeks now. That was 2 week ago, and I haven't got any email, or there is no voucher in the system

So my question is has anyone had any success getting a voucher from hotels.com.

 

[p--and--t]

I posted my experience here. To some extent what you can press for depends on the hotel chain's policy.

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

 

[Craig O'Brien]

Well I called up yesterday about my voucher, the agent checked and said that on the 29th June, it was moved to another department and that it them might be 4 more weeks.. Talk about business passing the buck when it comes to refunds/credits. I didn't bother arguing cause whats the point.. So I have a reminder to call in another few weeks..
I am almost tempted to do an insurance claim. but who knows if this will work...

 

[Craig O'Brien]

Well just in case anybody else is following this thread, I will give you another update.
So I got an email from hotels.com saying I got a voucher (yay I thought) anyway, it was for $211 AUD. This is less than a quarter of what I paid. It also says I have to use it within 12 months at the SAME hotel from my original booking. Considering this hotel is in Kyoto.. I would be very surprised if we will be able to travel within the next 12 months. So in the end it is almost useless... I have put in an insurance claim, as a bit of a hail mary. Will see if I get anywhere, if not, might just have to cut my losses....