Expedia promised me a full refund of my hotel fee. Then it went back on its word

Expedia promised it wouldn’t charge Katy McLaughlin for her canceled hotel reservation. So why didn’t it keep its word?

Question: I recently canceled a hotel reservation at Los Omeyas Hotel in Cordoba, Spain, that I’d booked through Expedia. Expedia sent me a confirmation email saying there would be no charge, and if the hotel charged anything, it would be refunded.

However, the hotel charged me the full amount and Expedia now says I won’t be refunded. I have the email in which they confirm there will be no charge, as well as their subsequent emails saying I will be charged. I would like to be refunded $102, the amount the hotel charged me. — Katy McLaughlin, Culver City, Calif.

Answer: If Expedia promised not to charge you, then it shouldn’t have. Hotels have refund policies that an online agency is supposed to adhere to, but Expedia also had a responsibility to clearly communicate those policies to you. It apparently failed.

Curiously, your paper trail shows Expedia first promising, then un-promising the refund. That leaves me to wonder: Which is it going to be? (OK, actually, I’m not really wondering. It’s the one that favors Expedia and the hotel — keeping your $102.)

The reason? “As per their cancellation policy, reservations should be cancelled 48 hours before check-in date and it should be at the local hotel time, (CET),” Expedia told you. “Since this is a late cancellation, they still charge you for the full reservation amounting EUR 90.00.”

Oh, I can already see some of the comments. If you canceled your reservation after the 48-hour deadline, you should have known. True. But if Expedia tells you it will refund the money, then what the hotel says is really irrelevant. Expedia owes you the $102, in that case.

Related story:   You expect me to pay for what?

You could have tried reaching out to one of the Expedia customer service contacts we publish on this site. You might or might not have heard from anyone. Lately, even these contacts have been slow in getting back to our readers.

If you’ve ever wondered what happens during an industry consolidation, here you go. Ah, for the days when Orbitz and Travelocity competed with Expedia. But I digress.

Our advocacy team jumped on this case and contacted Expedia on your behalf. I wish I could say that worked, but it took a lot more to get this resolved.

You made several more phone calls to the hotel after “weeks and weeks” of phone calls and emails with Expedia. Finally, you received a partial refund of $70. What about the rest? You say you were too exhausted to pursue it.

But your financial loss was a good, if painful, lesson. You told our team, “I’ll never book via Expedia again.”

Christopher Elliott

Christopher Elliott is an author, journalist and consumer advocate. You can read more about him on his personal website or check out his adventures on his family adventure travel site. Contact him at chris@elliott.org. Read more of Christopher's articles here.

  • Rebecca

    If they sent her something in writing saying she would receive a refund, then she should get a refund. I’m normally one to side with the hotel. If she canceled within the 48 hours, I would normally say she should be charged. BUT Expedia apparently sent an email stating she would not be charged. So she shouldn’t be charged, full stop. It’s disturbing that a company would give a customer a written promise, then do it anyways, then refuse to help (if they bothered to respond at all).

  • AJPeabody

    The OP paid Expedia, not the hotel. Expedia said it would refund in full. The hotel is irrelevant to the transaction between the OP and Expedia. The OP was cheated.

  • Annie M

    I am with you on this one.

  • Lindabator

    not true – the money goes to the hotel, Expedia just handles the transaction. But once they put in writing that she WOULD get a refund, they should have followed thru. Or they should have told her they MIGHT be able to get her a refund – sometimes you try to contact a hotel within those 48 hours and you may fall short, and she should have been made aware of that fact, and been advocated for by Expedia.

  • PsyGuy

    I would have disputed the amount in full with the bank/CC company.

  • PsyGuy

    No, true, the OTA took the money, they don’t get to play the innocent intermediary card.

  • RightNow9435

    And from this case, and others, I know better than to book with Expedia or any of their other aliases.

  • Blamona

    They don’t pay hotel until after check out–either way $70 is probably what they made (or hotel refunded half and the other 30% came from Expedia for promising)

  • gpx21dlr

    I made one reservation with Expedia in 2005 and it went as purchased and confirmed. I will quit while I’m ahead.

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