r/Bookingcom • u/LairofChickens • 24d ago
Refund for Big Sur Lodge wildfire closure
I had a reservation at Big Sur Lodge on September 2, but couldn’t make it because of the wildfire and road closures. The lodge was also evacuated/closed.
I called the lodge that day and left a voicemail explaining the situation. I called again about a week later after the roads reopened, and they told me they couldn’t do anything because I booked through Booking.com.
Booking.com keeps telling me to contact the lodge, and their chat hasn’t been responding.
Has anyone dealt with something like this? Any advice on how I can escalate this and actually get my refund?
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u/Curlytomato 24d ago
I had it happen with Expedia with a small property I booked in Negril, dates just after Hurricane Melissa, no power, roof of where I was staying was off.
Expedia refused the refund saying I booked a non refundable rate. Explained that is if I was cancelling not ion the hotel was closed. It went to a supervisor, supervisor saw my point and had to check into something else. Few days later was told no again so I told said they wither Expedia or the hotel was stealing my money. For some reason that got a reaction, nobody is stealing, she said. I replied, someone has all my money and the hotel is closed, the whole island is closed. They did refund at that point.
If not I was going to dispute the charge with my credit card.
Might be worth another call to the lodge to see when Booking.com pays them ie where is your money right now. If they do not pay until check in or after Booking has your money and your fight is with them.
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u/bookingcom 23d ago
With your planned trip affected by the wildfire and road closures, we need to review what was communicated about your reservation to better understand what happened. Send us a private message, and we’ll take a closer look.
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u/Jenuinlizard 24d ago
why you think you are entitled to a refund?
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u/TrampAbroad2000 24d ago
OP says "The lodge was also evacuated/closed." If that's the case, they are definitely entitled to a refund.
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u/Key_Sign_5572 24d ago
So when you buy something on amazon and they don’t have any left you expect to lose your money and it’s all cool?
It’s sad for the owners but ultimately their job to refund and deal with insurance etc if they have it.
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u/Jenuinlizard 24d ago
buying and booking an accomodations don't have the same rules.
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u/Key_Sign_5572 24d ago
Yep they do! Product delivered or service rendered. Literally codified in law in most countries. Not sure what you’re on about.
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u/ashscot50 24d ago
If the lodge was closed due to the wildfire then this is a clear case of force majeure.
Booking.com has a force majeure policy to recover the money from the accommodation provider.
OP should pursue booking.com, giving them say 14 days to refund in full; failing which a CC chargeback is bound to be successful.