Gordon's Guest House

I was turned away from Canada because of Covid policies after booking two weeks, with a possible third week, and they kept my reservation payment. While I was waiting at Customs to be sent back to the US, I called to ask what would happen. They said Booking.com handled it. Booking.com told me Gordon's policy was no refunds, even though the site listed a Covid-19 exception. I felt she had lied while knowing she would keep my money, and pocketed $844.44 CAN. Booking.com eventually arranged a half-price refund of $350.10 USD, leaving me out $296 USD. This was outside my control, and they still kept money they could use to book the room again. Communication was terrible. I may attach screenshots of the emails. I reported it to my bank as fraud. Update: Booking.com called to apologize and said their hands were tied, even though the website said we qualified for a full refund if it was Covid-related. She explained that the exception only applied to reservations made before April 27th. Judge for yourself, since the site doesn't say that anywhere. She suggested asking my bank whether travel insurance covered it. I said it wouldn't, and that I'd list it as fraud under their merchant ID.