My family and I booked a hotel through Booking.com during an 18-hour road trip from Michigan to Florida as a halfway stop. When we arrived, the hotel had no power and was unable to even issue a room key.
We tried contacting other nearby hotels, but everything was fully booked, so we had no choice but to continue driving through the night to our final destination with my pregnant wife and three children.
We have since contacted both the hotel and Booking.com to request a refund. The hotel initially denied the power outage but later admitted it happened, although they are refusing to issue a refund, saying we should have waited indefinitely for the issue to be resolved. Booking.com has also followed up with the property but has not received a response.
We are now trying to understand if this situation qualifies for a refund under any policy such as force majeure or similar terms, and what options we have to resolve it.
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