Remember the “America-only” provision in Expedia’s Best Price Guarantee? Earlier this week, I wrote about reader Craig Simpson’s efforts to persuade the online agency to adjust his rate at a hotel in Antigua after he found a lower rate on the property’s Web site.
But Expedia’s price warranty had a provision that “in the unlikely event that you find a lower rate on Expedia.com or on another U.S.-based website within 24 hours of booking with Expedia.com, we will credit or refund to you the difference.”
Not only did Expedia honor his rate after I got involved. Now it’s also also changed its policy.
Last night, I received the following note from Expedia:
Good news to report. We did a scrub of the terms and conditions for this aspect of the Best Price Guarantee and we decided to make a change.
We now cover a broader set of partners by changing the wording to “English-language” websites (rather than “US-based” websites).
Thanks again for bringing it to our attention. I’m pleased that we’ve been able to use this case as an opportunity to improve our policy and better serve our customers.
This is good news. And I’m very pleased that Expedia decided to revisit its price guarantee after Simpson’s case.
But does this mean I think these price guarantees are worth the virtual ink they’re printed on? I’m not sure I’d go that far — yet. Price guarantees are chock full of fine print, including strict limits on time, categories and vacation-package components.
The bottom line for customers is that making a claim on Expedia’s price guarantee is still difficult, but not as difficult as it was before.
(Photo: Max Braun/Flickr Creative Commons)