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Expedia plays the blame game on hotel booking | consumer affairs

We booked two hotel rooms in Amsterdam through Expedia. When the confirmation came it was showing the wrong dates. We had checked that we had submitted them correctly and my partner called within five minutes of booking to have it rectified. Customer service said there may have been a computer “glitch”, but concluded that the hotel would have accepted payment and there was nothing they could do.

The hotel said they had not yet received notification of our reservation and that Expedia could stop payment. They did not do it. The £689.72 was taken from my account three days later. Expedia said this was because the payment was non-refundable under the hotel’s terms and conditions and relied on a screenshot of the booking confirmation rather than the original form to claim that the fault was ours.

It’s amazing that a company as huge as Expedia does not allow changes in, say, the first two hours. I wonder how much money is made from such mistakes.

AP, Norwich

Under the Consumer Contracts Regulations, you have 14 days to cancel a service ordered online, but unfortunately the rules do not apply to hotel or airline reservations.

If the online giant made the mistake, it doesn’t admit it.

He also does not explain why he insisted that the hotel’s non-refundable policy apply when the hotel had not yet received the booking. Instead, he shifted the blame to the hotel, insisting he should make any refunds despite not receiving the money until three days later.

And he wouldn’t be fired at why he doesn’t insist that all of his suppliers allow a small window for changes, simply stating that he knows customers “appreciate the flexibility.”

“We know plans change and we’re doing our best to work with customers to find a solution,” he says. “However, cancellation policies are set by hotel partners, including non-refundable room rates. For non-refundable rooms, if you wish to change or cancel a room for any reason, the hotel may not not refund your initial payment.This is described in the booking process.

However, luckily for you, he decided to pay you back as a sign of goodwill.

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