Expedia DO NOT TRUST EXPEDIA AGENTS Nationwide Nationwide

On Sunday October 4th, my husband and I were making plans for our upcoming vacation/business trip to the Virgin Islands. We found an interesting villa (Sea Shore Allure) on the Expedia website so we called Expedia for more information. The Expedia Agent explained that we had until December 29th before any charges would be made on the card and until that date, we could cancel with no penalty. Based on this, we booked with the Expedia Agent right then on the phone. The very next day, Monday October 5th I received an alert from Amex stating that $1650.00 had been charged to my card. I immediately called Expedia and explained that this was not the arrangement with the Expedia Agent to charge my card for any amount immediately.

The Expedia agent apologized and explained that I was told this because Expedia thought that this was the arrangement Expedia had with the hotel. I explained that I wanted Expedia to honor what they told my husband and me as I did not call the hotel, I called Expedia. The Expedia rep told me that it was out of their hands because he contacted the hotel and the policy is to bill 50% now and 50% upon arrival and if I didn’t show up, the hotel would bill for the full amount. When I asked to speak with a manager, repeatedly I got put on hold and then disconnected. After 2 days and numerous calls ending in the company hanging up/disconnecting, yesterday October 7, I finally got in touch with a manager ("Hans" he said his name was). He apologized for Expedia's misinformation, restated the hotel policy, put me hold then came back and said he wasn’t able to reach the hotel manager, but assured me that they would ‘try’ to work with the hotel to have my money refunded. I knew he was merely telling me anything to get me off the phone.

so I cancelled reminding him that I am going by what the Expedia Agent said at the time of booking and I expect a full refund. Today, I took it upon myself to call the Sea Shore Allure hotel myself. The manager, Bridgette answered the phone and stated that the hotel policy is to refund 80% of the total stay if cancellation is received 2 months before scheduled arrival. Our arrival is over 4months from now. However since Expedia booked, the hotel nor I can cancel it. Now I just told ‘Hans’ at Expedia yesterday that I wanted to cancel. I asked if Expedia had contacted her yesterday and she said yes and when she told them the policy, the Expedia rep said ok and hung up.  I called Expedia back and spoke with manager ‘Jess’ notice how you only get first names.

She started spouting the same thing ‘Hans’ said. I told her what the hotel manager told me moments before. Was Expedia trying to force me into this for some reason? Jess put me on hold stating that she was calling the hotel just like ‘Hans’ said he was doing yesterday but lied and said he didn’t reach the manager. Jess got back on the phone and confirmed what Bridgette told me about 80% being refunded by the hotel. All of this so far is he said, she said, just like the original reservation, so I asked for an email confirmation from the manager. She sent me an email stating what she and Hans said from the beginning.

Then she said disregard that. I asked for an email to confirm about the 80%. She sent me an email to that affect but there was no date as to when the money would be refunded. An argument ensued because this manager did not feel that Expedia needed to champion getting my money from the hotel or even ask when the money would be refunded to my card. I did not give my card to this hotel, I explained, I gave my card information to Expedia and Expedia has a responsibility to find out and tell me when I will get my refund. I won the argument.

Back on hold. Jess returns stating the refund would be today. I asked for that in writing. She sent an email stating this. I explained that since the issue was the fault of the Expedia agent stating misinformation, I will not pay for it. I requested the matter of balance $660 be taken care of by Expedia. Jess said it would have to be taken up at a higher level within the Expedia company and I will know of their decision with 48 to 72 hours.I have yet to receive any notification from my card company the a refund is processed.