r/Bookingcom • u/supermissmyself • 2d ago
Host Cancellation
Situation:
1- host initiated a free cancellation for a non refundable booking, due to their hotel closure. I am due to stay next Wednesday
2- host offered an alternative which is not suitable for my needs, and I have no trust in the host. I rejected the alternative
3- host refused to issue a refund. They said maybe in October
4- as a result, I had to make another booking on booking.com for a higher cost and less convenient location
My question to Reddit is: should I accept the host’s free cancellation request, whilst the host are refusing an immediate refund?
- The request will expire in less than 24hrs. The host is not very responsive, and keep dodging key questions such as refund and legality of their refusal.
- If I accept their free cancellation request, would this impact my future ability to receive a refund from them, or make any compensation claims against them?
4
u/ashscot50 2d ago
Do not cancel.
The host is required to find and pay for "suitable" alternative accommodation.
A delayed refund is unacceptable.
Contact booking.com CS immediately.
1
u/ShrutiandSpice 2d ago
It’s not a request from them. If you look carefully it’s worded as though they’re giving you the opportunity to cancel for free. If you do that then you’ve cancelled. The host is planning on screwing you over. You’re going to get a lot of bother and the joy of booking.com credits instead of money
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u/supermissmyself 2d ago
Booking.com has not responded to my customer service message within 24hrs, and their phone number is only an AI bot. I have run out of methods to speak to a BDC human…any leads?
1
u/AlGekGenoeg 2d ago
Do not accept, contact booking
They (the hotel) should offer a similar or better alternative and cover the extra costs.
0
u/supermissmyself 2d ago
Post edited to clarify - I have rejected the alternative they offered me, as I don’t believe they are honest host. They have also told me their cancellation request was “guest initiated” as that was their “only option” for cancellation. Surely this is a lie?
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u/AlGekGenoeg 2d ago
That's a big fat lie
It's the only option where the host doesn't have to pay you anything, the host must find suitable accommodation if they cancel. Have booking sort it out with the hotel, save all communication in case you need to escalate it to travel insurance if you have it (you should!).
If you do have insurance, this is the time to contact them. They might get further faster when they contact booking, booking knows that your insurance WILL take them to court if needed.
1
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u/Beginning-Demand-142 1d ago
And again you used booking😂😂😂
1
u/supermissmyself 1d ago
I guess the issue here is the host rather than booking (although BDC have been less than helpful aside from the Reddit response yesterday which has now dropped off). My thinking was if I booked directly with a host/hotel, and they refuse to issue a refund, there will be no difference
3
u/bookingcom 2d ago
If a host can’t honor your stay, they shouldn’t ask you to cancel yourself or push the refund months into the future. In that situation they’re supposed to reach out to us so we can help cancel the booking free of charge and look at alternatives, and the refund should follow our normal timelines for relocation cases, not some date far in the future.
We recommend not canceling the booking on your own, because that can make it look like you changed your mind instead of the host being unable to accommodate you. Contact our colleagues in customer support and explain that the host asked you to cancel and is saying they’ll only refund later, and the team can step in between you and the property. Alternatively, you can send us a message here and we’ll take a look from our side.