Hotel was closed when I arrived and they still haven't refunded me a month later
I used hotels.com to book a stay in the OYO King William hotel in Greenwich overnight whilst working in London in April 2021. I arrived at the hotel at 7pm to check in and it appeared closed. I called the customer service number in my booking email and was told that the hotel was closed due to Coronavirus but that they could book me into another hotel on the other side of the city. I told them this wouldn't work as I needed to be in that area early in the morning so I needed them to refund the booking and I would find somewhere else to stay. They said that they would refund me and it would take up to 7 days to clear. 14 days later I checked my account and no refund. When I contacted them again they told me I needed to speak to hotels.com to arrange this. I spoke to hotels.com and they told me that they needed to have the refund confirmed by OYO but that when they spoke to OYO they were told that the booking was non-refundable. When I pointed out that it was not me that cancelled the booking, the hotel was closed, I was told that they would need to escalate the issue to get it resolved and I would get a call back in around 48hours. 6 days later I had still heard nothing and so I called again. I was told the same thing. The refund needed to be approved by the OYO cancellations team (inspite of the fact that the hotel wasn't even open) and that I would need to wait for someone to get back to me about it. It is now a month after the date I originally booked and the hotel is still holding my money. Do not use this hotel and do not use hotels.com either.