What should I do if my booking cancellation refund is refused in Spain?

Collect the booking confirmation, cancellation policy, payment proof, cancellation request, messages, refund refusal and a clear timeline before escalating.

What evidence helps with a cancellation refund dispute?

Useful evidence includes booking terms, screenshots, payment records, cancellation messages, platform messages, emails, hotel responses and any refund policy shown at the time of booking.

Can CostaSure help with booking platform refund problems?

CostaSure helps organise the facts, evidence, timeline, responsible parties and first-stage complaint wording before escalation.

Booking cancellation refund problem

Booking cancelled in Spain and refund refused?

If a hotel, holiday rental, resort or booking platform refuses a cancellation refund, organise the terms and evidence before escalating. Focus on what was shown when you booked, when you cancelled, who took payment and who refused the refund.

Start a cancellation refund check View hotel booking checklist

Cancellation policy dispute

Compare the refund refusal against the cancellation terms shown at the time of booking, not just what is said later.

Platform blames provider

Keep records from both sides. Record who took payment, who confirmed the booking and who has authority to approve the refund.

Voucher instead of refund

Save the offer, terms, expiry date and any refusal to return money. Be clear what outcome you are requesting.

Evidence to collect before escalating

A cancellation refund complaint is strongest when the booking terms, payment record and cancellation timeline are clear.

Booking confirmation and reservation number.
Cancellation policy shown at the time of booking.
Payment proof, receipt or card statement.
Date and time you cancelled.
Emails, platform messages, WhatsApp messages or SMS.
Written refund refusal and reason given.
Any voucher, partial refund or alternative offer.
Evidence of illness, disruption, double booking or service failure where relevant.
The exact amount or outcome requested.

Do not lose the original booking terms

The terms shown when you booked can matter. Save screenshots, confirmations and policy wording before links, app screens or booking pages change.

Questions to ask in writing

1. Which term is relied on?

Ask for the exact cancellation term or refund policy used to refuse repayment.

2. Who controls the refund?

Clarify whether the hotel, host, platform or payment provider controls the refund decision.

3. What review route exists?

Ask where a formal written complaint should be sent and what reference number should be used.

How CostaSure helps

CostaSure helps turn a cancellation refund problem into a structured first-stage complaint file. It can help organise the booking terms, timeline, evidence, missing points and wording.

Timeline from booking to cancellation and refusal.
Evidence review for booking terms, payment records and messages.
Missing information list before escalation.
Practical complaint wording based on your selected CostaSure package.

Start your CostaSure check View fixed-price options