Hotels.com — Delaying refundReport
Please briefly explain why you feel this question should be reported .
We had booked 3 Palms Jaisal Villa for 1 night stay in Jaisalmer, Rajasthan through your website on 09.11.2015. We have paid Rs.7870.99/- for the above mentioned booking on Hotels.com Website through Debit Card. But when we reached to hotel, management of 3 Palms Jaisal Villa informed us that hotel was closed since 6 months. We have not received any other booking against this booking and also not stayed in 3 Palms Jaisal Villa. We are continuously calling their customer care number but there is no response. We faced many difficulties as the hotel was closed and we have to found another booking on our own during our trip. We faced trouble due to their mistake of wrong booking of Website. When we are continuously contacting their customer care they send us mail regarding cancellation policy and told us that, “Should you change or cancel this reservation for any reason, your payment will not be refunded”. We have never cancelled the booking or change the booking. On the contrary, We were not able to check in to the Hotel as the hotel was closed since 6 months and I came to know this thing (that the hotel is closed since 6 months) when I reached to the hotel. How can Hotels.com deny our refund claim as we never check in to the hotel? And if the Hotel is closed then how they accepted the booking for that hotel? Booking Number is[protected] which I got sms from Hotels.com.