Expedia - price increase!

vegasvisitor

I wondered if anyone else has experienced this.

I booked a hotel room the other week with Expedia, on a pre-pay deal. I have no issue with paying upfront at the right price.

I was quoted a total price on their website of £244.62 (it didn't say approximate or anything like that). I then notice £253.63 has been charged to my card, but not by Expedia, but by the hotel itself. I called Expedia and they first said it was taxes. That can't be true as there's no hotel tax in Italy. When I told them that they said it was the exchange rate. However, I booked on expedia.co.uk and my price was quoted in £. I got no joy with the guy on the phone and asked to speak to a manager. He said one would call me back, but he called me back shortly after to say I'd been undercharged. What! ? I explained it all again and he said the manager would call back. I'm still waiting and don't hold out much hope. I've sent an online enquiry via their website.

Am I justified in being miffed? I know it's only £9, but I feel it's not right. If I'd known they were going to pass my card details to the hotel in Italy I'd at least have used my Nationwide card for a better rate. I had no idea that it wouldn't be Expedia who'd charge me.

dealsearcher

Expedia are a bit difficult to deal with frankly. If you have no problems with your booking or your holiday you will probably think they are fine. As soon as you need to contact them you find they only answer their emails with: 'We can't answer by email, please telephone us'. You then telephone a premium rate number (I used saynoto0870.com to find several numbers, only one of which would actually work). You find yourself talking to a call centre where they just give you the standard scripted answer.

It will probably cost you less in money and stress just to accept the extra £9 charge. That's not the best answer, I know, but it is the pragmatic answer.

mad_rich

If you agreed to pay £244.62, you should pay £244.62. End of story.

I would be tempted to give Expedia one chance, and then dispute it with your credit card company. Don't mess about.

Consider waiting until you return from holiday, otherwise you run the risk of their cancelling your reservation.

vegasvisitor

I did say to the guy on the phone that I could dispute the charge on my credit card. He just kept repeating the same story and it sounded like he was reading it since it was exactly the same. He also kept saying 'that's what I just explained to you' which I find very rude.

I know it's only £9 but that's not the point. My husband also said that what would happen if they did that with out flights to the US, we could end up out more money than that.

steveo3002

dont fret too much just yet...i had a small issue with them that dealed with very quickly and fairly via email

send them a quick email stating the facts and that you are disapointed

sturll

I doubt you've a leg to stand on since this is written clearly prior to making payment:

The price shown above DOES NOT include any applicable hotel service fees, charges for optional incidentals (such as minibar snacks or telephone calls), or regulatory surcharges. The hotel will assess these fees, charges, and surcharges upon check-out.

apt

But these supposed fees have not been assessed on check-out, but in advance. I would go down the e-mail route requesting an explanation. At least it will give you the satisfaction of giving Expedia £9 worth of hassle. Did you book via a Cashback site? Then, again, you would be getting more than the £9 back from Expedia.

dmg24

sturll wrote: »

I doubt you've a leg to stand on since this is written clearly prior to making payment:

The price shown above DOES NOT include any applicable hotel service fees, charges for optional incidentals (such as minibar snacks or telephone calls), or regulatory surcharges. The hotel will assess these fees, charges, and surcharges upon check-out.

I agree with apt, this has no relation to the OP being charged a different amount now. Law is not your strong point is it sturll.

sturll

dmg24 wrote: »

I agree with apt, this has no relation to the OP being charged a different amount now. Law is not your strong point is it sturll.

Ill bet this is used in regard to non payment.

iwantitnow

Expedia display a per night rate for each night of your stay that does not include service charge and taxes. Further to the right is a Total Rate that includes the service charge and taxes. It may be that when booking you calculated the nights of your stay that = £244.62 without noticing that the Total Rate was £253.63.

However Expedia send email confirmation to you seconds after you confirm your reservation. If the email confirmation showed £244.62 then that is what should have been charged to your card.

Re Expedia not being the company charging your card - Expedia and Hotel.com often use a 3rd party (such as Ian Travel) who have better buying power in certain countries allowing them to pass on a better rate.

If you advise us of the hotel and dates you are travelling then maybe we can clarify things for you. You might even be cheaper cancelling and rebooking with another company?

vegasvisitor

Thanks all for your replies. I agree, if nothing else I will go down the route of £9 worth of hassle. I have said in my most recent email that I will look to disputing the charge with my credit card company...I will let you know how I get on with this email.

It's a pay upfront non-cancellable rate.

I'ts Best Western Cappelo D'Oro on 5-8th June in Bergamo, Italy for 2 adults.

Even when I go in as if I'm re-booking it still doesn't say all the stuff about being charged in Euros.

I got an email reply from them yesterday. I have replied again since it's not satisfactory. Here it is:-


Dear Mrs Clark

Thank you for your recent e-mail regarding your hotel booking.

I apologise that you have been left feeling unsatisfied by this transaction, however, the booking process is clearly explained before you proceed to the payment confirmation page. The payment is quoted in GBP with the equivelant price in Euros quoted in brackets. The rules and restrictions then explain the breakdown of costs in the hotel's local currency and advise that a deposit will be taken. As you have selected that you read and accepted the rules and restrictions, we have then proceed with the transaction, as advised.

Expedia.co.uk take your credit card details as a guarantee for this reservation but do not charge anything to your account. The hotel have taken a deposit on this reservation directly from your card in their local currency, this is a typical deposit for one night room and tax. The total charges for this booking or remainder of the balance will be charged by the hotel upon check out.

Thank you for choosing Expedia.co.uk and I trust this califies the situation for you.

Yours sincerely

Mark
Expedia.co.uk