Hull

[Kazmal]

In February we booked an overnight stay at The Royal hotel in Hull for the 8th May 2020 and paid £53.20. Booking ref: 9200276839869. Unfortunately this was cancelled due to covid. We were sent a voucher coupon to re-book (code GWC58AWZMN) we used this to re book for the 28th November 2020 again through Hotels.com. (we had to pay a small top up of £2.70 as the tariff was slightly different) booking reference 9201598702121 unfortunately this booking has been cancelled again. We contacted Hotels.com for a refund to be told we had to contact the hotel for this!? We rang The Royal Hotel and spoke to the manager. They confirmed that Hotels.com have our money (Hotels do not get m Rooney until the Stay has actually taken place) we contacted Hotels.com to be told they will not refund us. They will refund us the £2.70! But not the £53.20? So we have no valid booking, no voucher and they have £53.20 of our money which we would like reimbursed back. Could you help with this please

[kernowlass]

@Kazmal 

How do I open a dispute with a seller when a purchase goes wrong?

You can open a dispute in the Resolution Centre of your PayPal account within 180 days of payment if:
•You don’t receive the item OR service
•You receive an item but it’s significantly different than the description on eBay or on the seller’s website

By opening a dispute, you can communicate directly with your seller to work out a problem transaction.

If you reach an agreement with the seller you can close the dispute. If you're still not happy with the result, you can escalate the dispute into a claim. Paypal will review the claim and decide on reimbursement.

These steps apply to Personal accounts. If you have a Business account, please log in to see the steps that apply to you.

To open a dispute:
1.Log in to your PayPal account.
2. Click on the transaction and use the resolve a problem option at the bottom of that details page.

Note:
•Generally buyers must wait at least 7 days from the date of payment to escalate a dispute for an item not received
•Where an item has not been received, please ensure you have given the seller enough time before opening a dispute

DO NOT CLOSE THE DISPUTE UNTIL YOU HAVE A CLEARED REFUND OR YOUR ITEM WHATEVER THE SELLER SAYS. ALSO DON'T FORGET TO ESCALATE THE DISPUTE TO A CLAIM WITHIN 20 DAYS IF THE SELLER DOES NOT REFUND.

If that does not work then if you funded your paypal payment via a card then contact your card issuer and see if they will do a chargeback for you.

[Kazmal]

I've tried to raise a dispute but the case just gets autommatically closed as the hotel was booked and paid for In february ( which is over 180 days ago! ) Even though our hotel stay wasnt due to take place until today (28.11.20) its only very recent that we have found out that we can't go as hotel is closed.