Hello,
My name is Sergio Gonzalez and I am from Argentina.

In October 2019 I made a reservation at the VR Auckland City hotel for March 2020 (Confirmation number 53450SB007414).

Due to the global situation of the COVID-19 pandemic, it was impossible for me to make that trip.

Air New Zealand canceled the route to/from my country, so, I am unable to travel to New Zealand.

I contacted the hotel to request a refund of the amount paid due to the impossibility of making the trip.

The hotel replied that the rate is "non-refundable", so they could not return anything to me.

The only solution was to extend the use of that reserve for a year, that is, until March 2021.

I would like to make use of that offer since my trip is to visit my son who has lived in New Zealand for seven years and now based in Auckland.

But again, it is impossible for me to make the trip due to the isolation measures taken and not having any airlines flying to New Zealand.

I would like to have a beneficial resolution to this problem.

Thanks and regards.