We've booked this hotel. It was non-refundable booking.
But just one day before our arrival it was announced that all the people coming to the Azores are to be put on quarantine (due to COVID-19 spread). Moreover, over return flight was cancelled.
As soon as we got this information, we applied for the refund on booking.com, where our booking had been made. We didn't get any reply (according to Booking rules, it should be done within 48 hours). So I wrote an email to the property, asking about the refund.
But the hotel stated they didn't receive our cancellation inquiry, so it was just a no-show, and I need to contact Booking.com support.
Just imagine, what it's like - contact booking.com support at such time!
Finally I managed to get in touch with them. And guess what? The hotel told, they were not be refunding. It's a shame.
Fortunately, booking.com refunded us from their own money. Thanks a lot!
But if you want to book this hotel, keep in mind, that if anything happens, they will not give your money back. I understand that hotels suffer a lot from the pandemics, but tourists do suffer too.
And also, I think they were cheating when they told they didn't receive information about our cancellation, because all the emails are being send automatically.
