whitaker12345

Christmas morning our daughter became ill and our prepaid trip booked through Expedia to Cabo San Lucas, hotel Casa Dorada had to be cancelled. We called Casa Dorada at 7:00 am and they advised that the trip was booked through Expedia and Expedia would have to cancel. We called Expedia and the agent put us on hold while she called the hotel. Expedia came back on the line and confirmed that she had spoke with the hotel the reservations department was closed for Christmas and they could not make a change to the reservation. I called the hotel back and confirmed what Expedia had said. Casa Dorada advised that their cancelation policy is one month in advance of stay but that our travel agency's policy would prevail. Expedia's policy: Cancellations or changes made after 12:00 AM (Mexico Standard Time) on December 24, 2013 are subject to a hotel fee equal to the first night's rate plus taxes and fees. Cancellations or changes made after check-in on December 25, 2013 are subject to a hotel fee equal to 100% of the total amount paid for the reservation. Today Expedia tells us that even though we have confirmation from Expedia stating the cancellation policy, our entire $2400.00 prepaid stay is lost. BEWARE of EXPEDIA and Casa Dorada. Expedia refuses to connect us with any sort of manager or supervisor. They will not identify themselves with anything more than a first name. Even though they sent us a confirmation of their cancellation policy they actually are refusing to honor their own policy and siding with the hotel and their one month prior cancellation policy. It's a disaster.

IMDonehere

I have used Expedia for countless trips and never had a problem. I prefer booking.com for hotels because there is much more information and relaible reviews on their site and the prices are always about the same.

The one I cannot stand is Trip Advisor. Bad reviews and idiotic advice very often.

Ackislander

So you are in a gray area.

Why do they tell you that your entire $2400 is lost? What is their explanation?

Did your daughter go to a doctor or emergency room and can you document that?

If you can, I would start the process with my credit card company as well as continuing to work as calmly as possible with Expedia. This contract is between the hotel and Expedia, and I would leave them out of it.

If your daughter did not seek medical attention, I think you can kiss your money goodbye, though you may find a sympathetic ear now that we are past Christmas. I think the result would be the same even with trip insurance, so you needn't feel bad about not having bought that.

janisj

As I posted on the other thread . . . >>whitaker12345 : Welcome to Fodors. Why Beware Expedia??? I'd think getting any refund for a Christmas booking cancelled on Christmas Day would be a very long shot . . . with any company. That is what Travel Insurance is for . . .<<

Doesn't help you now, but any time one can't afford to write off pre-paid $$$$ - get trip insurance - and know policy's rules.