Hotel Refuses to Accommodate Lionesses Fan Following Booking.com Glitch: Find Out Why

This summer, I’m heading to Switzerland with friends to cheer on the Lionesses at Euro 2025. Early this year, I attempted to secure our stay in Zurich using my mobile phone through Booking.com.

However, during the process, I encountered the dreaded “spinning wheel of death.” Once the hotel sent the confirmation for the £1,215 booking, it incorrectly showed the date as January instead of July, the month of the tournament.

I immediately contacted the hotel, which assured me they would call back. After several more calls, the hotel finally informed me I was not eligible for a refund. However, I wasn’t seeking a refund; I simply wanted to change the booking date.

Since then, I’ve sent written follow-ups to both the hotel and Booking.com, yet I’ve received no response. Losing this money would be a significant blow, as it represents nearly two weeks’ earnings.

GP, Ascot

The expense of your trip to support the Lionesses, including match tickets, makes this a substantial setback. We’ve all experienced the frustration of the pinwheel, but it’s crucial to pay close attention during the final steps of booking on platforms like Booking.com, especially when the terms and conditions are presented. I checked the hotel’s availability on 9 July (the day England faces the Netherlands), and found that it offers both “non-refundable” rooms and others with “free cancellation” (until 8 July) for an additional £30-£40 per night.

Booking.com stated: “After reviewing the case, we found that the customer booked a non-refundable rate and requested a date change after the booking was confirmed. In such situations, it is up to the accommodation provider to decide whether to allow a free cancellation and date modification, which, unfortunately, they declined in this case. However, we have offered the customer a partial refund as a gesture of goodwill, which the customer has accepted.”

You have been refunded £1,000. While it’s not the full amount, it provides some relief and extra spending money for your trip, during which you will stay at a different hotel.

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