That’s what we were told too. We made a post on Facebook tagging them and what their protocol was, and they reached out and changed their mind.
Who knows when I’ll get the money back though.
We booked Kauai and we’re really excited. Definitely cost a couple grand extra for the trip, and we’re owed about 4K in refunds. My heart goes out to those that can’t simply fork out that kinda cash.
Also if you paid for the hotel with a credit card, most cards offer free travel insurance. You can file a claim there and get a refund.