We were really looking forward to our trip here (booked pre-covid) but then our flights were cancelled 3 months ago due to the pandemic. We contacted the hotel straight away but were told we had booked a non-cancellable and non-transferable room so they were not willing to let us cancel the room.
We repeatedly messaged them as various quarantine rules became in force but always with the same result.
I then messaged a final time this week due to the Paris curfew (ie e writhing closing at 9pm) to be told “Dear Mr. Smith,
You have made a non-modifiable and non-cancellable reservation.
The Scarlett hotel is still open. The curfew is from 9pm to 6am and every body must adapt to this exceptional situation.
We are sorry to announce you that we can not refund or defer the booking.
Several other hotels that I and my friends have booked have worked with us to try and compromise (eg take a deposit, defer through booking to 2021 etc) so I am extremely disappointed in the hotel’s attitude. “Non-cancellabe and non-refundable” do not really apply to the conditions we are all living in during 2020 so to have them thrown back in my face by a robotic reservations clerk is frustrating and insulting. More
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