Kill Devil Hills, October 10, 2025
News Summary
A family’s vacation in the Outer Banks turned sour when they discovered their booked hotel was permanently closed upon arrival. Brian Sexton and his family opted for a getaway through Booking.com for $1,200 but found the hotel locked with a ‘No Trespassing’ sign. Frustrated with Booking.com’s lack of immediate support, Sexton initiated a dispute for a refund after confirming the hotel was indeed closed. Following the intervention of an investigative reporter, Booking.com acknowledged the situation, leading to a successful refund resolution through Sexton’s credit card company.
Kill Devil Hills, Outer Banks – A family’s vacation took an unexpected turn when they arrived at a hotel they booked online, only to find it permanently closed and uninhabitable. Brian Sexton and his family planned their getaway through Booking.com and were shocked when they encountered a locked gate, “No Trespassing” sign, and garbage trucks parked in the lot.
Sexton expressed confusion and anger at the situation, which left him scrambling for alternatives. A simple Google search confirmed their worst fears: the hotel was indeed shut down. Frustrated by the lack of immediate support, Sexton attempted to contact Booking.com late at night but did not receive an answer.
In light of the abrupt situation, he disputed the $1,200 charge with his credit card company after failing to resolve the issue directly with Booking.com. Although Sexton managed to find another hotel for the night, he was determined to seek a refund for the closed hotel.
Initially, Booking.com informed him that a refund was not possible since the family did not physically check in. Sexton countered this argument, stating that they were unable to do so because the hotel was closed. He subsequently reached out via email multiple times, but the replies suggested that Booking.com was awaiting further communication from the property.
Frustrated and feeling stuck, Sexton sought the help of an investigative reporter for assistance. After intervention, Booking.com recognized the hotel’s closure and clarified that they had not been informed of its status, which caused the listing to remain active temporarily.
The hotel listing has since been removed from the site. However, Booking.com indicated that Sexton’s chargeback through his bank complicated the refund process. Their customer service was open to helping him if he decided to cancel the chargeback dispute.
In a turn of events, Sexton’s credit card company ultimately ruled in his favor, leading to a complete refund for the initial charge. This resolution comes amid an ongoing conversation around the responsibilities of online booking platforms to keep their listings updated, especially when hotels close unexpectedly.
Background Context
This incident raises important questions about the reliability of online booking platforms and the challenges consumers face when accommodations do not match their expectations. It emphasizes the necessity for clearer communication from such platforms regarding hotel statuses and availability. As vacationers increasingly rely on online services for bookings, it highlights the potential for complications that arise when changes occur after a reservation is made.
FAQ
- What happened to the hotel booked by Brian Sexton and his family? Upon arrival, they found the hotel permanently closed, with garbage trucks in the parking lot, a locked gate, and a “No Trespassing” sign.
- How much did Sexton pay for the hotel? Sexton paid $1,200 for the closed hotel.
- What did Booking.com initially say about the refund request? Booking.com initially stated they could not provide a refund because the family did not check in.
- What was the outcome after contacting an investigative reporter? After intervention, Booking.com acknowledged the closure of the hotel and clarified that they were not informed, which led to the listing remaining active temporarily.
- Did Sexton receive a refund? Ultimately, Sexton’s credit card company ruled in his favor, and he received a full refund for the amount charged.
Key Features of the Incident
| Feature | Details |
|---|---|
| Location | Kill Devil Hills, Outer Banks |
| Booking Platform | Booking.com |
| Amount Paid | $1,200 |
| Hotel Status | Permanently Closed |
| Refund Process | Successful after dispute with credit card company |
Deeper Dive: News & Info About This Topic
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Discover North Carolina’s Charming Small Towns for Travelers
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Additional Resources
- ABC7 News
- Wikipedia: Hotel
- CNN News
- Google Search: Hotel Reservations Problems
- Encyclopedia Britannica: Booking
Author: STAFF HERE OUTER BANKS WRITER
The OBX STAFF WRITER represents the experienced team at HEREOBX.com, your go-to source for actionable local news and information in the Outer Banks, Dare County, and beyond. Specializing in "news you can use," we cover essential topics like product reviews for personal and business needs, local business directories, politics, real estate trends, neighborhood insights, and state news affecting the area—with deep expertise drawn from years of dedicated reporting and strong community input, including local press releases and business updates. We deliver top reporting on high-value events such as the Outer Banks Seafood Festival, NC VIP Fishing Tournament, and NCBBA Red Drum Tournament. Our coverage extends to key organizations like the Outer Banks Chamber of Commerce and Outer Banks Community Foundation, plus leading businesses in tourism, retail, and hospitality that power the local economy such as Kitty Hawk Kites, Outer Banks Mall, and Avon Fishing Pier. As part of the broader HERE network, including HEREAsheville.com, HERECharlotte.com, HEREGreensboro.com, and HERERaleigh.com, we provide comprehensive, credible insights into North Carolina's dynamic landscape.
