Just recently I booked a hotel in Cancun through Booking.com Generally payment is not made until you have completed your stay but I noted in the fine print that this particular hotel could withdraw the payment in advance ... and they did. I also noted that if I cancelled within a certain time frame, I would receive a full refund. After cancelling on Booking.com, I waited patiently for my refund (as a credit) to appear back on my credit card. It didn't!
I emailed the hotel ... no response. I contacted Booking.com and to their credit they tried but the hotel still had my money. The boutique hotel through Booking suggested I set up a PayPal account. Which I did ... and then I sent them a notice for payment. No response.
I knew all was not lost because I:
1) had the charge on my credit card
2) had a copy of the cancellation policy
3) had a copy of when I had cancelled
I contacted the credit card company (in this case Mastercard) and provided my information to Dispute Resolutions and the process was begun. Typically the credit card company will contact the business involved but it is very helpful if you have a paper trail.
I was contacted by the hotel shortly after... coincidence ... hmmm. My payment was forwarded to me through my PayPal account. I am not sure why it couldn't be put back on my credit card but I received most of my payment back minus service charges and varying exchange rates.
Don is a former educator and having worked for a Canadian airline, he enjoys travel that is mildly