How do we get back money paid to Expedia for a property that no longer exists?

Zelah72

On 4th November, 2019, we booked and paid for 3 nights' accommodation advertised on the EXPEDIA website. We have stayed at the property, FURTADOS BEACH HOUSE, at Sernabatim, Goa, India, many times before, but never before booked accommodation through Expedia.co.uk. We duly arrived at Sernabatim on 17 January, 2020, only to find that Furtados had been razed to the ground and was little more than a demolition site!  Luckily a neighbour offered us accommodation for which, of course, we had to pay in cash, an extra expense we had not bargained for.

We immediately researched Furtados, albeit with patchy WiFi, and discovered extensive online reporting of its demolition by Government bulldozers in MAY, 2019, a full SIX MONTHS BEFORE we booked and paid Expedia. A day or two later we sent the first of many emails to Expedia.co.uk, receiving nothing other than automated replies. Three weeks now after returning to the UK (and more emails later) we are still frustrated by the lack of any definitive response from Expedia and certainly no mention of a refund.  It took less than a day for us to discover when and why Furtados was demolished, so why is it taking Expedia so long to corroborate this fact? There is even Youtube evidence of Indian  television reporting on the day the bulldozers moved in! What is most disconcerting is that even today Furtados is still being advertised on the Expedia website.

So, can anyone please advise what steps we can take to get the money paid to Expedia back?  We have tried contacting ATOL/CAA but with no response there either.  Thank you.

bradders1983

Well if you paid on a credit card, surely that is your first port of call.

onwards&upwards

Have you put a review on the Expedia page?  Would be helpful to other bookers to learn that it isn’t there anymore!

Westin

There seems to be two properties advertised on Expedia.co.uk for either the same or similar named properties.  Both have different images.

1. Furtados Beach House, Benaulin, Goa
2. OYO 18441 Furtado’s Beach House, Benaulin, Goa

Both are not showing availability when I just looked. Perhaps Expedia have taken off sale while they investigate?

Which of the two listings did you book?  Is there a chance that you booked one and went to the wrong one?

Did you do a follow up complaint to Expedia after you returned?  They will need time to investigate your complaint. Travel companies can often take 28 working days to acknowledge complaints.

Zelah72

Westin:  Thank you.  We booked the first property, Furtados Beach House, Benaulin, Goa (Sernabatim is the section of beach between Benaulin and Colva). OYO is a hotel chain with many properties in India, usually with a distinctive signage which we have never seen on the many previous times we have stayed at Furtados, so I am certain we booked and arrived at the correct one. We have contacted Expedia since our return.

Zelah72

Bradders,1983:  Thank you. Now contacting credit card company.

Zelah72

onwards&upwards:  Thank you.  Will press on with putting a review on Expedia's website, no easy feat for an elderly computer user!

Zelah72

Bradders1983. Contacted Credit Card company yesterday and the sum paid to Expedia was refunded today! Very grateful for your suggestion.

bradders1983

That was very quick. Just so you know there is still the chance Expedia will dispute it and the money is reversed, but it looks like they dont have a leg to stand on, make sure you get as much evidence as you can anyway.