We were caught up in a rare extreme weather event in Iceland that resulted in road closures, which meant we needed to change our itinerary and cancel our reservation as we literally could not make it. We'd paid the booking fee to have cancellation option but the property set the cancellation date a week ahead, and we were 3 days past, and the property would do nothing for us. Booking.com agreed we should be refunded, given the situation was entirely out of our control (literally--no way to get there in time), and their customer service representative was very surprised when this hotel refused to do so. We had another hotel we had to cancel refund us fully even though the cancellation date was passed because they acknowledged we were stuck, and another one rebook us free of charge, and many other tourists we talked with shared similar positive experiences. I spoke with another hotel manager en route who said that they can not refund nonrefundable bookings regardless of circumstances but are always flexible with the bookings that included a cancellation date, and flexible about the date in extreme circumstances. When I described to this person that Lava Apartments refused to accommodate us in any way with a refund or option to re-book another day if we could make that work, she said that was ”just mean.” Most bizarrely, one of the staff at Lava Apartments claimed there were no road closures when we first contacted them. She seemed unable to understand we were stuck in the south of the country. We have been really surprised that this accommodation was so hard line when all our other experiences were so positive. So beware--if extreme weather (to which Iceland is prone) prevents you from keeping your reservation--even if you've paid for the cancellation option as opposed to the ”nonrefundable” booking--this hotel will hold the line and refuse to accommodate you. ”Just mean” about sums it up.
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