Help. Booked package holiday with Expedia, hotel demanding extra money for child.

SJethwa

Good analysis Westin.
But doesn't the seller usually carry the responsibility/accountability?
In this case Expedia?
Doesn't make for a very relaxing holiday when you know you have potential 650 Eu bill hanging over ....

Westin

As I understand things, providing you booked after 1st July 2018 and together booked the flights (+transfers) + hotel at the same time, you should have what is called a "Linked Travel Arrangement" and you correctly surmise that Expedia holds responsibility/accountability. Different rules apply if booking just the accommodation stay, or if you booked before the mentioned date.

You are certainly correct in bringing the matter to the attention of Expedia and asking that they investigate and sort out with their supplier. I just thought that as you now seem to have the ear and attention of the hotel manager it might be favourable to build the relationship directly face-to-face with him, and potentially quicker for resolution, rather than spending holiday time contacting Expedia's offshore call centre.

Another challenge to ask the hotel manager would be what amount has been remitted against the booking on the virtual credit card. That might also show the hotel that you have paid correctly and the problem goes away. They would have access to that for check-in and the details should be posted to your behind the scenes room folio .

I suspect this is a simple loading issue and further that it is the hotel that did or did not tick a simple box on the hotel/Expedia extranet site. The tick box being whether the additional extra person charge is charged and paid by the Supplier (e.g. Expedia, on your behalf and costed into the holiday cost) - or, collected locally from the Client (e.g. You when you arrive at the hotel).

I know that this must be frustrating and cutting into your holiday time. Try not to let it spoil things. I would let Expedia know the issue and that you need them to sort it out - plus, keep on at the hotel manager and challenge him. I would imagine this only becomes an issue if not resolved by departure check-out day. Hopefully some time off. In the meantime go and enjoy the hotel facilities.

If you want some poolside reading (or possibly have trouble sleeping at night), Google "The Package Travel and Linked Travel Arrangements Regulations". A delightful waffling, long and confusing piece of EU legislation.

Happy Holidays!

Alan_Bowen

I suspect it is even more likely to be a package under the new Regulations and you should have got an ATOL Certificate saying as much. The problem I have found with Expedia is that when you call you get sent to an Indian call centre when the niceties of European laws are simply unknown. Having dealt with them once over a period of 5 hours I would never touch them again

SJethwa

Thanks Westin and Alan! Both very considered and helpful responses.

I did get a glimpse of the total that the hotel received and it looked like it was for 4 people (excluding flights and shuttle costs).

The standard and inconsiderate response from the Indian call centre is somehow predictable as they are ill trained in anything other than the most basic queries.

This morning I spoke to the Expedia hotel rep and explained my predicament. He seemed genuinely concerned to take the issue back to the Expedia Antalya office (although I suspect booking a couple of excursions with him oiled his interest in my case, maybe I shouldn't be so cynical!).

I did response to Expedia call centre that the advice they gave me to simply pay the additional amount is non sense and they need to further investigate. Have not had a response now for 2 days.

As you have suggested I intend on keeping on good terms with the hotel manager and let things sort themselves locally. Believe me hotel management at Turkish hotels are not always as accomodating for good relations so I should be grateful.

I have the ATOL certificate which should prove useful in light of what happened to Lowcost and the current financial position of Thomas Cook with whom we have travelled.

And thanks for the poolside reading material suggestion, I am enjoying a Jeffery Archer novel .... And keeping up to date with the MSE, and grateful for comments and support from everyone!

NoodleDoodleMan

The Expedia site needs you to select how many adults and how many under 17s travelling. I selected 3 adults and 1 child age 16.

Am I missing something here ?

Is 16 not the age at which adult prices apply ?

An under 17 can still be 16 - surely ?

Certainly a very odd way to list age criteria.

SJethwa

I agree it does feel odd but that's how they conduct their business.

NoodleDoodleMan

As you have suggested I intend on keeping on good terms with the hotel manager and let things sort themselves locally. Believe me hotel management at Turkish hotels are not always as accomodating for good relations so I should be grateful.

Let's hope it's all sorted in your favour before it's time to fly home - the hotel management might not be so understanding then if they are still adamant thay you owe them 650 Euros, regardless of the rights and wrongs.

fifeken

You may also wish to disable the hotel or Expedia's ability to take money from any credit card of yours they might have details of after you've completed your holiday.

SJethwa

Good point.

NoodleDoodleMan

When all is done and dusted, please come back to us with the outcome.