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NHS doctor and I get no refund for a booking cancelled by government during Covid pandemic I’m in doctor and work for the NHS. I had a work conference to attend in Leeds in March 2020 so booked a hotel room nearby via Hotels.com. I made this booking before the Covid pandemic began. The conference then was cancelled due to Covid. The Radisson Blu hotel was also shut too due to Covid. I forgot to phone and cancel the hotel booking due to work pressure and family reasons occupying my mind. However, given alll hotels were shut at this time I don’t think I need to cancel something when the hotel (and all other hotels in the country) are closed. I recently asked for a refund for the hotel room but Hotels.com initially told me they would phone Radisson and promised to sort out the refund and get back to me. The agent involved was Andrei Sebastien. He never got back to me and I didn’t receive the 24 hour update he promised or the refund. So I contacted Hotels.com over a week later. Again the agent (a different one) advises she would contact Radisson and try to get me a refund. I then got an email from Bookings.com manager Amanda saying that Radisson Blu Hotel refused to give me the refund as I didn’t cancel the booing prior to arrival. But the hotel was closed due to Covid!!!?? Also refunds are via Hotels.com as the booking is via them. So Hotels.com should have refunded me, regardless of what the hotel said. I even had rebooked with Radisson (same hotel) for the 28th September 2020 and paid for this assuming the Hotels.com or the Radisson Hotel would have the decency to refund me for the first booking, but no, they didn’t. I tried to cancel this booking due to the above, and go with another hotel and booking company, but guess what, Hotels.com refused to refund this either - it stated that it was a non refundable booking and that if I cancelled it I would get no refund. I won’t be using Hotels.com ever again (or staying with Radisson) after this. Greedy company with no morals.

I m so so disappointed from this app and their policy for refunds and change of dates because of this pandemic this is a worlds pandemic and no one fault that they can’t make their trips and still no understanding from them , don’t have any interest of their customers only to the properties. I wrote to the property to them no respond from two months I just want to change my date ... I don’t recommend until everything officially reopens!!!

I secured booking a hotel through them with my credit card for the end of 2020 as “pay at property, no prepayment required.” The hotel just took the full amount off my card without authorisation and it took quite a while to get my money refunded. I always thought this site was safe and reliable, but the experience has left me feeling otherwise. Customer service didn’t offer me any apology for booking.com’s error. Such a pity...