Hotels.com have cancelled my booking - Help

[Tiggers Pal]

I’ve received two emails this afternoon from Hotels.com cancelling my booking for one night at AoA in July. It doesn’t say why other than it could be something to do with my payment card. I’ll copy and paste below that part of the email. I booked this using Tesco Clubcard vouchers and paid the tax using a credit card. I’ve checked MDE and my hotel booking has disappeared from there too.

“There may be a number of reasons for cancelling this booking, including the following:

We were unable to authenticate the payment card
We were unable to authenticate the card holder
The booking was declined by the card company
If you believe the cancellation has been made in error and would like to rebook, please reply to this email with your phone number and the best time to contact you.

We have a specialist team that will help resolve this matter, so please don’t call our customer service team as they will be unable to help.”

I replied as soon as I read the email but that was more than three hours ago and I’ve heard nothing. Has anyone on here had this happen to them before and any advice on where I stand?

[simdon]

Someone has posted about tesco club card points and hotel.com about five threads below this one not read it myself but it may contain some information that may help you

[Tiggers Pal]

Originally Posted by simdon

Someone has posted about tesco club card points and hotel.com about five threads below this one not read it myself but it may contain some information that may help you

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That’s about them not showing on Tesco Clubcard site just now. No idea if this has anything to do with them being temporarily removed from there or not. Thanks for though.

[darsch1982]

Give them a call would be faster tbh I have a booking with tesco vouchers and that's still valid

[Tiggers Pal]

I’ve tried calling, getting nowhere other than them repeatedly telling us it was cancelled on the website. Not by us it wasn’t! The email actually states not to call customer services as a specialist team is dealing with it and customer services will be unable to help but after more than four hours of waiting for a call my husband decided to try calling them anyway.

I called Tesco Clubcard to see where I stood regarding the vouchers as I know they are non-refundable and they told me I am the second person to call them tonight with the same issue. I have forwarded the emails to Clubcard as requested and they are also looking into it to see what they can find out.

[f1girly]

Really hope you get this resolved quickly, your credit card hasn't expired has it? Just a thought as they mentioned a payment card.

[Tiggers Pal]

Originally Posted by f1girly

Really hope you get this resolved quickly, your credit card hasn't expired has it? Just a thought as they mentioned a payment card.

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Thanks, I hope so too. I haven’t heard anything since Friday night but with it being the weekend I didn’t really expect to. I’ll give Tesco until lunchtime tomorrow before calling them again to see if they have any update and see where I stand with the vouchers. My card hasn’t expired, I’ve checked the card I used and it expires 05/20 and the payment was taken in January so don’t think it’s that. We’re fortunate that we can afford to rebook elsewhere and pay rather than use vouchers but it was a good use of Tesco vouchers that otherwise I would only use in store for face value.

[Jakey Neverland]

I have seen a few posts on Facebook with exactly the same thing. Seems for some reason bookings.com are cancelling clubcard voucher bookings.

I am sure you won't be the first to contact Clubcard today about it, fingers crossed it is easily sorted.

[Tiggers Pal]

Originally Posted by Jakey Neverland

I have seen a few posts on Facebook with exactly the same thing. Seems for some reason bookings.com are cancelling clubcard voucher bookings.

I am sure you won't be the first to contact Clubcard today about it, fingers crossed it is easily sorted.

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Can I ask if the posts you have seen are on closed groups on Facebook? I don’t have Facebook but my DH does and he had a look over the weekend as someone else mention this on Saturday but he couldn’t find anything.

Tesco weren’t much help today other than take a message for the person I spoke to on Friday to call me when they are next in. They have assured me I won’t lose out on the Clubcard vouchers as they will be refunded if my booking is indeed cancelled. At some point I’m going to have to contact Disney too as we had upgraded three of our four magic bands and paid for them.

Still no reply from Hotels.com regarding my reply to their email on Friday. It’s the being in limbo and waiting to hear from them that I’m finding very frustrating. We sent them a direct message on Twitter on Saturday morning and they said they’d escalate it but we have not heard anything from that either.

[screwy55]

Hi Tigger,

I'm in EXACTLY the same position as you - two emails last Friday and randomly, one today! I have replied to all three with my contact number and not heard anything.

I called Tesco's Clubcard on Friday and they said it wasn't them as Hotels.com are paid immediately the voucher is issued to us.

I think it is a software glitch at Hotels.com.

Issue is - there is not a contact number to call their 'specialist team'.