We booked to stay at a hotel in guernsey with four friends in May 2020. Due to the pandemic, the trip was cancelled by Hotels. Com and we were told the very strict procedure for applying for a full cash refund. We did exactly as we were instructed. Our friends were all given a full cash refund immediately, and we were given a voucher, and after trying to get a refund numerous time see gave up and reluctantly accepted. The expiry has now been extended to Dec 2021. On trying to book the same hotel, there is NO AVAILABILITY before the expiry date .We we're promised a cash refund when this became apparent during a telephone call, but despite NUMEROUS calls and promises that we would receive our money in the next few days, we still have no refund. My latest call today saw the operator speaking to her supervisor who was adamant a refund was not possible as we had a voucher( despite the fact it cannot be used and is worthless ) . I asked to be put through to refund dept/manager/supervisor to be told this was not possible and I could not speak to anyone else who could help. I have phoned the hotel directly who were appalled that hotels. com had not returned our money. Our booking reference is [protected] and our case number is [protected]. I cannot believe we haven't even had the courtesy of an email. So we are in a position where we have a voucher we never wanted which is not worth anything, but being refused a refund because we have it! Madness and frankly disgusting . Please help, I think our only other option is taking a legal route through the small claims court . This has now become a matter of principle as the customer service at Hotels.com when things go wrong I'd frankly a disgrace and it seems the customer is powerless