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Booking.com cancellations

2020 Camino Guides
Has any one had any experience with booking.com cancellations that supposedly don’t have a cancellation option? We booked in Seville for mid April and the establishment did not have free cancellation, but we wanted the location so went for it anyway. On their partner website, Booking.com says Force Majure conditions are in effect, so cancellation fees should be waived. I will likely wait to try. There are 6 of us for 3 nights, so it adds up. Any advice appreciated.
 

davebugg

Veteran Member
Camino(s) past & future
Frances(2017)
Frances(2018)
Ingles(2019)
Aragones(2020)
Portuguese(2020)
When you cancel a Booking.com reservation for a lodging that did not offer room rates with cancellation options, you can request that Booking.com contact that lodging on your behalf, asking the property to fully or partially refund your payment.

If, when booking, you chose the option to wait and make payment upon arrival and check-in, there is a fairly good chance that the lodging will agree to cancel and not charge a fee. I have done this several times with good results.

If you have already paid for that reservation when you made the booking, there is less of a chance that you will be refunded your payment. . . but it does happen.

Your situation is one of the reasons I will only book with properties where I do not have to pay ahead of time. Unless, of course, it is a "Must Stay" location, and pre-payment is the ONLY option offered by Booking.com and other reservation sites for that property.
 
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Bella2017

Active Member
Camino(s) past & future
2014,2015,2016.
March 2017 Oct 2018 Camino ingles june 2019 cancelled Camino Portuguese Oct 2019
Yes my dad has already paid with booking.com he contacted the hotel they have let him move his booking to another date. It can be moved again if needed. I certainly would advise asking if they will help they might ask you to contact booking.com
 

kazrobbo

Tassie Kaz
Camino(s) past & future
CF 2012
CP 2015
St Olavs Norway 2016
88T Japan 2017
PWC/VF 2019
Israel 2020 X
Wales CP 21?
KK?
VdlP?
Has any one had any experience with booking.com cancellations that supposedly don’t have a cancellation option? We booked in Seville for mid April and the establishment did not have free cancellation, but we wanted the location so went for it anyway. On their partner website, Booking.com says Force Majure conditions are in effect, so cancellation fees should be waived. I will likely wait to try. There are 6 of us for 3 nights, so it adds up. Any advice appreciated.
I'm in the same boat (whilst maintaining social distancing...! 😁 ) with my trip to Israel in May & June. I usually opt for free cancellation but booked some pre-paid or non-refundable nights as the rate was significantly cheaper. I've cancelled all the 'without penalty' places & will now wait & see. Once I know various travel bans are in effect for my travel dates, then I will tackle the reservations with restrictions.
We all understand the financial ramifications for ourselves & the accom providers; I'm hoping some middle ground can be reached. Initially I will contact the accom directly through booking.com messaging followed by asking b.com to act on my behalf. I've always found their Customer Service to be absolutely top-notch. I'm expecting (& have accepted) the money paid or yet to be paid won't be refunded/excused so anything recouped will be a bonus.
For clarity, I've booked hotels who appear to have high occupancy rates from the domestic Israeli market....I personally would not ask for a refund from small independents whose family income relies on hosting travellers.
Best wishes to us all as we navigate uncharted territory!
👣 🌏
 
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Camino(s) past & future
Frances Portuguese Finisterre Muxia Ingles Mozarabe VldP Sanabres Serrana Salvador Norte Espiritual
Has any one had any experience with booking.com cancellations that supposedly don’t have a cancellation option? We booked in Seville for mid April and the establishment did not have free cancellation, but we wanted the location so went for it anyway. On their partner website, Booking.com says Force Majure conditions are in effect, so cancellation fees should be waived. I will likely wait to try. There are 6 of us for 3 nights, so it adds up. Any advice appreciated.
Yes,,, I had a non cancellation booking for a Hotel in Spain for next week,,, by asking politely of both

Booking.com and the hotel directly,,, they have agreed to pay back the money. But I am feeling very sorry for the Hotel and all of Spain,, and the Camino that we love!!
Stay home and stay safe!!
And yes I will be back
 

WineShoppe Guy

John Morritt
Camino(s) past & future
(2013)-SJPP to SdC
(2014)-SJPP to Burgos
(2015)-Burgos to Leon
(2016)- Leon to Finesterre
Has any one had any experience with booking.com cancellations that supposedly don’t have a cancellation option? We booked in Seville for mid April and the establishment did not have free cancellation, but we wanted the location so went for it anyway. On their partner website, Booking.com says Force Majure conditions are in effect, so cancellation fees should be waived. I will likely wait to try. There are 6 of us for 3 nights, so it adds up. Any advice appreciated.
I reserved an apartment in Madrid in January for the end of April for 5 days. The booking allowed free cancellation if done more than 30 days before arrival. I cancelled on March 12. After I cancelled my credit card was charged the full amount. Needless to say I am pursuing this. PS: Bookings.com is not very responsive which I understand but ....not pleased.
 

lorax

Member
Camino(s) past & future
I tried in 09, it went horribly. Gonna try again. Aug/Sept this year
Has any one had any experience with booking.com cancellations that supposedly don’t have a cancellation option? We booked in Seville for mid April and the establishment did not have free cancellation, but we wanted the location so went for it anyway. On their partner website, Booking.com says Force Majure conditions are in effect, so cancellation fees should be waived. I will likely wait to try. There are 6 of us for 3 nights, so it adds up. Any advice appreciated.
Has any one had any experience with booking.com cancellations that supposedly don’t have a cancellation option? We booked in Seville for mid April and the establishment did not have free cancellation, but we wanted the location so went for it anyway. On their partner website, Booking.com says Force Majure conditions are in effect, so cancellation fees should be waived. I will likely wait to try. There are 6 of us for 3 nights, so it adds up. Any advice appreciated.
I’ve gotten burned TWICE by Booking.com!! They are horrible about responding back to you until you just give up. They screwed me out of $300 +. Plus they totalllllllly misrepresented a closet with a picture of a small living room, dining room and bedroom. I got there and it was literally a closet!!
THEY SUCK!!!
 

jsalt

Jill
Camino(s) past & future
Portugués, Francés, LePuy, Rota Vicentina, Norte, Madrid, Salvador, Primitivo, Aragonés, Inglés
I reserved an apartment in Madrid in January for the end of April for 5 days. The booking allowed free cancellation if done more than 30 days before arrival. I cancelled on March 12. After I cancelled my credit card was charged the full amount. Needless to say I am pursuing this. PS: Bookings.com is not very responsive which I understand but ....not pleased.
Hi, I have always had excellent service from booking.com, but don’t try phoning them – you’ll never get through. You need to email them, attaching all the relevant documentation, with the booking reference in the subject line, and, if all correct, they will refund you. They may, however, be a little bit busy at the moment . . . .
 
Camino(s) past & future
Francés, May - June 2020 SJPDP to SDC
I have just cancelled all my May and June accommodations in Spain, all made with booking.com and received full refunds for any monies paid upfront. Also received my deposit back from Biarritz airport transfers.
The only thing left in the works is the airfare, and that will be weeks before anything happens.
Cheers
Glenda
 

biarritzdon

Veteran Member
Camino(s) past & future
CF11, CF12, CP13, CF14, CA15, S.Anton15, CF&CI15
Ditch Pig16, CF&CP17, CdN18, CM18, CF18, LePuy19
I was able to cancel all of the reservations I had made for June because I was still covered by the free cancellations clause but one hotel strangely said when I was trying to cancel, it was the last day to cancel-so sorry. I wrote to Booking. com to complain and a week later the reservation was cancelled. Understandably they are quite busy and probably losing a lot of money.
Now the airlines that is a completely different story. I am trying to cancel. TAP which I booked through Travelocity, Ryanair which I booked direct, and Iberia which I booked direct. The flights aren't until May and June and I am waiting until it is closer to the check in dates. Their phones are jammed, the on-line access is jammed. TAP says I can get a credit to use up until the end of the year, I'm fearful that Ryanair will go belly up in this shit storm.
 
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Mycroft

Active Member
I'm in the same boat (whilst maintaining social distancing...! 😁 ) with my trip to Israel in May & June. I usually opt for free cancellation but booked some pre-paid or non-refundable nights as the rate was significantly cheaper. I've cancelled all the 'without penalty' places & will now wait & see. Once I know various travel bans are in effect for my travel dates, then I will tackle the reservations with restrictions.
We all understand the financial ramifications for ourselves & the accom providers; I'm hoping some middle ground can be reached. Initially I will contact the accom directly through booking.com messaging followed by asking b.com to act on my behalf. I've always found their Customer Service to be absolutely top-notch. I'm expecting (& have accepted) the money paid or yet to be paid won't be refunded/excused so anything recouped will be a bonus.
For clarity, I've booked hotels who appear to have high occupancy rates from the domestic Israeli market....I personally would not ask for a refund from small independents whose family income relies on hosting travellers.
Best wishes to us all as we navigate uncharted territory!
👣 🌏
I, too, was to be in Israel in May (volunteer work) and because of the entry restrictions, will not be going. I am waiting for American Airlines to get to the point where they will refund me my money or allow me a fee-free change (impossible to get through to them, even to book a new flight!). I was to go on to Jordan afterward to join a tour of the historical sites, and that country is closed as well. The tour company will not refund my money because of the Force Majeure clause (they are using it against customers because they say the pandemic is not something they could control, even though the company was the one who cancelled the tour). They will, however, give me a coupon worth 110% of what I've already paid, but only to put towards another tour, which I must take by the end of 2021. It remains to be seen how much their prices will have increased, and if the airlines will let me change travel without penalty. Looks like everyone is taking a hit one way or another and to varying degrees.
I wish you all the best as we all get through this together.
 

trecile

Camino Addict
Camino(s) past & future
Francés (2016 & 2017), Norte (2018), Francés-Salvador-Norte (2019), Portuguese (2019)
I’ve gotten burned TWICE by Booking.com!! They are horrible about responding back to you until you just give up. They screwed me out of $300 +. Plus they totalllllllly misrepresented a closet with a picture of a small living room, dining room and bedroom. I got there and it was literally a closet!!
THEY SUCK!!!
You do know that Booking.com has nothing to do with the pictures the the properties use on their site? Blame the property itself, not Booking.com.
 
I just checked my messages in booking.com and the hotel has offered to cancel without charges. They actually contacted me to make the offer before I contacted them. Shout out to the Nomad Hostel in Seville, where we had private rooms booked.
I have always found booking.com to be great. Once a property charged us extra on arrival for use of the pull out bed, booking.com investigated and sent us back the extra charges.
 
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alhartman

346 joyful days in Spain and France since 2005
Camino(s) past & future
Hope so!
I have had mostly good luck with booking.com. I so think they have some properties that are less than honest that they ride herd on. That's how they earn their commissions!!!
And when paying by credit card, they are between you and a vendor with a guarantee as long as you havent paid so early that the time for dispute has passed.

I never pay anything by Debit Card--like paying with cash and no protections or recourse.
He who holds the money has the power.
 

MjT

New Member
Camino(s) past & future
Camino Frances 2017, Kumano Kodo 2019
In October 2019, as I was about to start my Kumado Kodo hike, I was booked into a Shin-Osaka hotel through Booking.com. But due to Typhoon Hagibis, I was unable to get to Osaka. I rang the hotel in the afternoon of the day of expected arrival and told them I couldn’t make it. The room was paid for on a no refund basis, but to my delight Booking.com refunded the payment in full the next day. Great work, well done !
 

henrythedog

Loved and fed by David
Camino(s) past & future
Frances 2017, 2018, 2019, Ingles 2018, (Madrid 2019 partial - retired hurt!) (more planned)
I’ve never had a worse outcome than I was contractually entitled to with booking.com. On a number of occasions they have resolved issues satisfactorily, and have always responded to email.

Always use a credit card. Not a debit card.

Unkess it’s a very significant premium, strongly consider taking the flexible/cancellable option. I can’t remember the number of times I’ve had to cancel or change.
 

kazrobbo

Tassie Kaz
Camino(s) past & future
CF 2012
CP 2015
St Olavs Norway 2016
88T Japan 2017
PWC/VF 2019
Israel 2020 X
Wales CP 21?
KK?
VdlP?
I, too, was to be in Israel in May (volunteer work) and because of the entry restrictions, will not be going. I am waiting for American Airlines to get to the point where they will refund me my money or allow me a fee-free change (impossible to get through to them, even to book a new flight!). I was to go on to Jordan afterward to join a tour of the historical sites, and that country is closed as well. The tour company will not refund my money because of the Force Majeure clause (they are using it against customers because they say the pandemic is not something they could control, even though the company was the one who cancelled the tour). They will, however, give me a coupon worth 110% of what I've already paid, but only to put towards another tour, which I must take by the end of 2021. It remains to be seen how much their prices will have increased, and if the airlines will let me change travel without penalty. Looks like everyone is taking a hit one way or another and to varying degrees.
I wish you all the best as we all get through this together.
Yes, the airline situation is a bit tricky. I was flying from Melbourne into Larnaca, Cyprus with Qatar. They have been proactive right from the beginning offering a fee-free change or a travel voucher to original value valid for 12 months from date of issue. The only thing I'm not sure of is whether you just have to re-book within 12 months, or have commenced your journey, or have completed your journey prior to the expiry date. Haven't yet tackled El Al for the originally non-refundable flight Larnaca to Tel Aviv return.
I too wonder what will happen to airfares when things eventually return to normal (or a new normal...); will fares skyrocket to make up for lost revenue? or will they discount to get us back in the air? Which airlines will survive? Time will tell. 🤔 I think the airlines know we will remember how they responded to the issues when we are considering our next flight... 🤞

It helps us all if Forum responders post of their experiences trying to cancel or recoup monies paid. As @Mycroft says, it's virtually impossible to get through to airlines or accomm booking platforms so...thank you one & all. 🙂
Apologies @auburnfive for going off your Booking.com topic! 🙏
Sempre avanti,
👣 🌏
 
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Camino(s) past & future
CF 2006,08,09,11,12(2),13(2),14,16(2),18(2) Aragones 11,12,VDLP 11,13,Lourdes 12,Malaga 16,Port 06
I've contacted one of my lodgings several times.
They charged me the night before we were forced to fly home.
No response so far.
I've written both booking.com and the hotel.
 

kazrobbo

Tassie Kaz
Camino(s) past & future
CF 2012
CP 2015
St Olavs Norway 2016
88T Japan 2017
PWC/VF 2019
Israel 2020 X
Wales CP 21?
KK?
VdlP?
I've contacted one of my lodgings several times.
They charged me the night before we were forced to fly home.
No response so far.
I've written both booking.com and the hotel.
Has the night in question now passed or still upcoming? If it's passed, you might struggle.
Please let us know the outcome.
Good luck 🤞
👣 🌏
 

alexwalker

Forever Pilgrim
Camino(s) past & future
(2009): Camino Frances
(2011): Sevilla-Salamanca, VdlP
(2012): Salamanca-SdC, VdlP
(2014): SJpdP-Astorga
(2015): Astorga-SdC
(2016) May Pamplona-Moratinos; Sept.:Burgos-SdC
(2016): August/Sept: Camino San Olav (Burgos-Covarubbias), Burgos-Sarria
(2017): May: Portuguese; Sept: Pamplona-SdC
Has anyone been able to get in touch with a human being at booking.com?
If so, can you help me figure out how?
Yes, once in Malaga. I talked to them about a crappy hostal I was placed in, and 15 mins. later they called back, having found me a nice place in Malaga centre for Easter week.

I have never, in many years, had a bad experience with them.

This year, I have a reservation, non-refundable, for a hotel in Madrid 16-16th April. That is obviously not going to be used. I'll write to the hostal and just ask them to spend my35 Euros well. I am sure they need it in these times. I don't.

As for airline cancellatios: I had a non-refundable www.Norwegian.com ticket Norway-Madrid but the flight was cancelled. Got an email asking me if I would accept a refund in the form of Cashpoints equalling the ticket cost, for a ticket some other time. Took me 3 mins. to fill it out and accept. Next Camino paid for... :cool:
 

jsalt

Jill
Camino(s) past & future
Portugués, Francés, LePuy, Rota Vicentina, Norte, Madrid, Salvador, Primitivo, Aragonés, Inglés
Has anyone been able to get in touch with a human being at booking.com?
If so, can you help me figure out how?
On all my bookings, at the very bottom, there is a telephone number where you can call them “we’re available 24 hours a day”. Have you tried it? I agree with @trecile though; I doubt you’ll get put through to a real live human, and if the call IS answered, you'll sit on permanent hold forever.
 

davebugg

Veteran Member
Camino(s) past & future
Frances(2017)
Frances(2018)
Ingles(2019)
Aragones(2020)
Portuguese(2020)
Has anyone been able to get in touch with a human being at booking.com?
If so, can you help me figure out how?
No. . and they are warning customers of this being the case because of the volume of calls, etc. It seems they are advising that the most expedient contact method is temporarily through their customer service menu online, or to keep trying. :-(
 

alexwalker

Forever Pilgrim
Camino(s) past & future
(2009): Camino Frances
(2011): Sevilla-Salamanca, VdlP
(2012): Salamanca-SdC, VdlP
(2014): SJpdP-Astorga
(2015): Astorga-SdC
(2016) May Pamplona-Moratinos; Sept.:Burgos-SdC
(2016): August/Sept: Camino San Olav (Burgos-Covarubbias), Burgos-Sarria
(2017): May: Portuguese; Sept: Pamplona-SdC
Since this has been brought up, and since there are several threads in here about how to help our friends in Spain, why not write off your bookings in favour of those in need? Spain is now a disaster area. I am sure many hostal owners etc. will regard a non-refund or even a non-claimed refund of my/your small 35 Euros booking, as a helping hand from us pilgrims towards their businesses? We who have benefitted so much from the hospitality from them and the land? Think.

I wish I could have done more... Thinking. My message to my hostal in Madrid:

Hola!

Me llamo xxx. Noruego y yo íbamos a peregrinar a Santiago de Compostela. Tengo una reserva en su hotel el 16 de abril que no utilizaré. Mi reserva no es reembolsable. No hace nada.

Espero en estos tiempos difíciles en España que necesites mi dineros.

Buen futuro Camino!
 
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Camino(s) past & future
Camino Frances May / Jun 2015
Camino Frances Oct / Nov 2016
Camino Frances May June 2018
CF(2020)
I’ve gotten burned TWICE by Booking.com!! They are horrible about responding back to you until you just give up. They screwed me out of $300 +. Plus they totalllllllly misrepresented a closet with a picture of a small living room, dining room and bedroom. I got there and it was literally a closet!!
THEY SUCK!!!
Sorry that you have had bad experiences with them. I have used booking.com more than 40 times, taking advantage of only those locations that offer free (for a small increase in the cost of the room) cancellation up to a few days before arrival. Just on my three previous, and upcoming Camino I have made and cancelled a number of reservations without any issues.
 

Marbe2

Active member
Camino(s) past & future
2015 SJPD to Burgos
2017 Leon to Santiago
Pamplona to Santiago Mar. 2018
Burgos - SCDC (Oct 18)
Has anyone been able to get in touch with a human being at booking.com?
If so, can you help me figure out how?

I contacted them in early March...it took me some time to get through. I did not always get an answer immediately. However, they were able to call a couple of hotels and get a few guaranteed reservations that I had prepayed...agree to return the money. But I called several days before the actual reservation date. You often need to follow up with them. Sometimes language Was a barrier...and not English. You may reach someone who Is in Barcelona, or France, or Berlin. First two times I called on a reservation for a hotel in Munich , I got one person whose native language was Spanish, another time French. They both called the hotel and got nowhere with the establishment in Germany. The third person lived in Berlin
Who called the hotel in munich and was able to get them to refund. Be persistent.

I found hotels.com also to be helpful..
But not agoda.
 
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Lindsay53

Active Member
Camino(s) past & future
Frances April / May 19
I have had this problem with booking.com. I cancelled my hotel and even though there was a no refund policy for cancelling I requested at least a partial, if not full refund due to the extraordinary circumstances. The hotel immediately deducted my credit card and replied that their policy stood - no refund. I then contacted booking. com and received nothing but a standard form letter. I have contacted them again and am waiting for a response.
 
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Hmmm... a week ago when I looked at the booking.com partner hub webpage there was a listing of countries and dates that booking.com directed hotels to give refunds for, regardless of whether they were non-cancellable. Now access to that web page is denied for the general public. Probably makes it easier for a hotel to decide on their own.
 
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Marbe2

Active member
Camino(s) past & future
2015 SJPD to Burgos
2017 Leon to Santiago
Pamplona to Santiago Mar. 2018
Burgos - SCDC (Oct 18)
I have had this problem with booking.com. I cancelled my hotel and even though there was a no refund the policy for cancelling I requested at least a partial, if not full refund due to the extraordinary circumstances. The hotel immediately deducted my credit card and replied that their policy stood - no refund. I then contacted booking. com and received nothing but a standard form letter. I have contacted them again and am waiting for a response.

My experience is that you need to get a person on the phone! And stay-on the phone with them..be patient... They do a good job at recording info so if you have to Make another call if the situation does not get resolved on first attempt, records are are easy for them to pick upon. Keep calling, be persistent until it is definitely resoved..either way.
 
I have in the past, but right now I would guess that's it's nigh on impossible.
This site might be of help Partner.booking.com. It will tell you what booking.com is saying to the hotels. As well as the info for guests take a look at 5he info for partners. (sorry, not sure how to make it a link)
 
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trecile

Camino Addict
Camino(s) past & future
Francés (2016 & 2017), Norte (2018), Francés-Salvador-Norte (2019), Portuguese (2019)
This site might be of help Partner.booking.com. It will tell you what booking.com is saying to the hotels. ( sorry, not sure how to make it a link)
 

Lindsay53

Active Member
Camino(s) past & future
Frances April / May 19
I've heard from booking.com. They are asking the hotel to refund the cancellation fee. Just have to wait now.
 

Marbe2

Active member
Camino(s) past & future
2015 SJPD to Burgos
2017 Leon to Santiago
Pamplona to Santiago Mar. 2018
Burgos - SCDC (Oct 18)
I've heard from booking.com. They are asking the hotel to refund the cancellation fee. Just have to wait now.
If you did not get a satisfactory response...tryagain...be persistent..
 

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