“It’s a laughing joke that Expedia says they offer great customer service”

Last December, Caesar Ho booked a night at the Hyatt Regency San Francisco Airport Hotel through Expedia. But when he couldn’t reach the hotel because of inclement weather — snow on the 5 Freeway and dangerous winds on the 101 — he phoned the hotel to see if he could cancel his room.

A hotel representative said he couldn’t help, and that he needed to contact Expedia to cancel his stay. Expedia refused.

Because they were unwilling to do anything, we filed a dispute with our credit card company. Visa investigated the issue and sent a notice to Expedia.com for mediation.

Expedia was given a full 45 days to respond to the dispute, but according to Visa, they received no response from Expedia.com and the case was then closed. We received a notice from Visa stating that our account had been credited the full amount and the case solved.

End of story? Not quite.
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