I don’t know if this is the right thread to post this but I couldn’t find a better thread and didn’t want to start a new one. I booked a crazy low (non-refundable) rate on hotels.com for a Jerusalem property ($60 a night for a 2brm apt. In a nice bldg where I’ve stayed before). A couple days after the booking I get an email from the property saying they don’t have my unit available (not true) and that there is a rate discrepancy (true, it most likely was an error) and to call hotels.com to cancel. So I figure fine no problem and I call hotels.com, explained the email and said if they don’t want to give me the room at that price it’s ok but then they need to give me a refund as I can’t cancel it online. The guy says he needs to get approval from the property for the refund. They didn’t answer when he called so he will start a case to process my refund. Two days later I get an email from the property saying I booked a non-refundable rate, they don’t authorize my refund request and they suggest using the reservation!! I’m assuming an idiot employee didn’t look at the rate and just saw it was non-refundable and denied the request.
Honestly I want to keep the 5 nights at $300 total but I just don’t want to show up, they refuse to honor the reservation and then not have anything for my family. If I go and they don’t give me the apartment (obviously I’m bringing the email where they tell me it’s a non-refundable rate, deny my refund and say I should just use the reservation) are they or hotels.com obligated to put me up somewhere else (my reservation clearly says for 6 people)? Or will they then process the refund and I’ll get my money back but be stuck trying to book other accommodations?
Sorry for the megila and any help is greatly appreciated!