TL;DR: Too long, Didn’t read
The “Non-Refundable” Rule: Generally, if you cancel a “non-refundable” booking because you changed your mind, you cannot get a refund.
The Exception (Unfair Terms): If the hotel cancels your booking, they must refund you immediately. They cannot force you to take a voucher.
Misrepresentation: If the hotel looks nothing like the photos (e.g., no pool, dirty room), you can claim a refund under the Consumer Rights Act 2015 for “services not as described.”
Booking Sites: If you booked via Booking.com or Expedia, your contract is usually with the hotel, not the site. You must chase the hotel.
You booked a “Non-Refundable” room to save £10. But now you can’t go, or you turned up and the hotel is a disaster zone. The receptionist points to the sign: “Strictly No Refunds.”
Is that legal? Does “Non-Refundable” really mean “Zero Rights”? Not always.
Scenario 1: You Want to Cancel (Change of Mind)
If you booked a “Non-Refundable” rate and you simply can’t go (e.g., work, illness, or change of plans):
The Verdict: You are usually not entitled to a refund.
Why: You signed a contract. The lower price was the “deal” for waiving your cancellation rights.
The Loophole: Check the Terms & Conditions for a “Force Majeure” clause (e.g., severe weather preventing travel). Also, you can always ask for a date change instead of a refund. Many hotels will agree to this as a gesture of goodwill.
Scenario 2: The Hotel Cancels You
This happens often. They overbook, or they have a maintenance issue.
The Verdict: You are entitled to a full cash refund.
The Law: They cannot force you to accept a voucher or a different date. If they cannot provide the service you paid for, they must return your money.
Compensation: If they cancel last minute and you have to book a more expensive hotel nearby, you can claim the price difference from them as “Loss of Bargain.”
Scenario 3: The Hotel is “Not As Described”
You arrive, and the pool is green. The room smells of damp. The sea view is a brick wall.
Under the Consumer Rights Act 2015, services must be provided with “reasonable care and skill” and must match the description.
A Quick Story: Meet Lisa
Lisa books a “Luxury Spa Hotel” for £200 a night.
When she arrives, the spa is closed for renovation and the room has no hot water.
The hotel says: “Sorry, no refunds on this rate.”
The Verdict: The hotel is wrong. They have breached the contract by failing to provide the advertised facilities. Lisa is entitled to a partial refund (for the lack of spa) or a full refund if she leaves immediately because the main reason for booking (the spa) was unavailable.
How to Complain (The Template)
If the hotel refuses a refund for a service failure, send this email.
*”I am writing to make a formal complaint regarding my stay at [Hotel Name] on [Date].
The service provided was not as described (Consumer Rights Act 2015). Specifically: [List problems – e.g., Spa closed, room dirty].
As you are in breach of contract, I am requesting a refund of £[Amount] within 14 days. If this is not resolved, I will escalate this to my credit card provider.”*
Summary: Know the Difference
You cancel? You lose the money (usually).
They cancel? You get a full refund.
Bad service? You get a partial or full refund depending on severity.
(Sources: Citizens Advice – Holidays, Gov.uk – Consumer Rights)
This guide is for information purposes only and is not legal advice. Always check your specific booking terms.