We have confirmation for a room but hotel shows Expedia cancelled it
This happened to me and my daughter Saturday night. We were at a basketball tournament, all the teams including daughter's had reservations at the same hotel. I booked with Expedia, and received a confirmation from them that we did not need to reconfirm, so we did not.
Well.. we got there at night after our the games to check in and the hotel was completely booked. As was every other nice "family" hotel in the area. This was highly stressful as there was a snowstorm, yet Expedia did not care. I sat on the phone for 2 hours trying to work something out with Expedia.
The hotel showed me on their Expedia site where Expedia cancelled my reservations and never rebooked me for Saturday only. Expedia said they see my reservation. That's all. They see I am confirmed. My Expedia account and printed out sheet from my email shows my reservation confirmation for Saturday but for some reason they never confirmed with the hotel. The hotel did let my daughter swim with her friends for a while. But I ended up having to book directly with a MOTEL down the road as only room available, not ideal.
We have had this planned and booked since November. The hotel could do nothing as they were completely booked. Expedia hung up on me twice and hung up on the hotel once. The hotel even tried telling the Expedia they would pay for my room but that they messed up. Expedia kept insisting that I had to pay and anything above my reservation would be covered by Expedia.
Well the truckstop motel was $77. Our deal with the hotel Grandstay was $115. I can't even explain how horrid the experience was and to top it off there was a Blizzard Warning in Effect and we had to drive to the other hotel at nighttime. Expedia did nothing to help us, to compensate us for their mistake, etc. Again, I still have my confirmation that I have a room booked with NO NEED TO RECONFIRM.
Who do I contact as Expedia Customer Service and their Chat Service were absolutely no help and were downright rude. Even the hotel manager on duty said in 30 years and with a 4 year Travel (not sure correct title) degree she has never heard of such a thing and the service rep at Expedia even hung up on her before telling her it was the Hotel's fault for overbooking. (But I booked back in November).
I am looking for help on how to even get Expedia to take responsibility and maybe even give us a couple free nights stay at a hotel with a nice pool.
Best Answer
Expedia customer service hasn't been very helpful to you, but I would suggest you continue to call and email, asking for managers or higher ups. Generally staff will attempt to dismiss the issues, but when passed higher it is more likely to be sorted.
Phone: If you have previously called Expedia's customer services and your issue has not been resolved, you can call 0203 684 2910 about your problem. (worked in this case of overcharging)
Email: As @traveller mentioned in their comment you can email the CEO: ceoemail.com/s.php?id=ceo-10809, or you can also try bfscrd@support.expedia.co.uk if you haven't already, this email has a 48 hour max response time and should give you an official complaint number etc.
Letter: Others have had success at the following address: Expedia Corporate Office Headquarters HQ, 3150 139th Ave. SE, Bellevue, WA 98005 USA
Personally, I always use social media such as twitter/facebook. Companies usually respond faster and resolve the issue properly when they are publicly called out. I've had issues resolved with Delta this way, but haven't tried Expedia specifically.
Hope you manage to solve this, but be warned that this is something that happens often with them, with some people taking them to small claims court.
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Can Expedia cancel my hotel?
You can also cancel hotel reservations using the Expedia app or by calling Expedia at 1-800-397-3342 \u2014 just make sure you have your reservation number handy, as you will need to enter it into an automated system.Can a hotel cancel your reservation?
Cancellations can occur when the booking is for a hotel that is new or undergoing renovations. If there has been a delay, the hotel can end up in a situation where they cannot accommodate guests on their travel dates and needs to cancel the booking. Hotels also cancel if there has been a change of circumstances.Do I get a refund if the hotel cancels my reservation?
"The hotel has the legal right to keep the money," she says. "But I've found that if you have a reasonable excuse for canceling the room, most places will offer you a refund without you even having to ask." I agree. "Prepaid" rooms and nonrefundable rates are not customer-friendly.Does Expedia guarantee reservation?
Expedia's Hotel Price Guarantee is limited to Expedia Rewards members. Under the program, if you find a lower rate online for the same hotel booked through Expedia, up until the day before check-in, it will refund the difference. But that guarantee only applies to "Pay Now" reservations.Expedia Hotel Confirmation Shortcode
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