Expedia frustration - what are my rights?

Paperpumpkin

I’ve had email from Expedia saying my hotel in San Francisco has cancelled my booking as it is closed. I’ve been offered a voucher for that specific hotel, which I won’t use (I live in uk).  I expected that I would be entitled to a refund as Expedia is not providing the service we had contracted for, & that I have paid them for. Expedia say they need the hotel to authorise a refund, but then they claim they are unable to reach the hotel to confirm this. I understood my contract is with Expedia & I’m entitled to a refund from them.  Am I correct? It was a “non refundable” booking, & not part of a package.

To add to my frustration, the general Expedia customer support email is now “unmonitored” & gives a message saying they won’t reply!

I’d appreciate any informed advice, thanks.

Life__Goes__On

Expedia are a nightmare
What method of payment did you use?

Paperpumpkin

Credit card 

Life__Goes__On

Raise a "Chargeback" against the transaction stating non-supply of service, (using proof of cancellation) also state that you have rejected any vouchers that you are entitled to do under English law (even if you not been offered any).
Normally with a Chargeback the money is returned once it’s processed

Expedia can dispute the Chargeback, but it must supply evidence to the card company.

If Expedia is successful, then the Chargeback is reversed and the money taken back  from your account

If that fails ( it shouldn't if the bank processes it correctly)  then it's a Section 75 on the credit card.

omnitecgb

I am in exactly the same boat!
we have been offered vouchers which I am considering but when I have checked for the same dates next year, the same hotel and the same room is now double the price! Absolute robbery!
I have also just posted on this forum with pretty much the same question and waiting for some advice.

Paperpumpkin

I’ve just contacted my credit card company and they say to raise a dispute with them, and pointed me to an online form.  I’m not clear what a Chargeback is? Is this with credit card also? 

Paperpumpkin

...I’ve checked out Chargeback - looks like it could be helpful.  Am I correct that I should be entitled to a refund, given the hotel has been cancelled due to closure (I appreciate it might be different if I was “choosing” not to stay)? Just want to be clear that I’m making a reasonable request for a refund.

Life__Goes__On

Paperpumpkin said:

...I’ve checked out Chargeback - looks like it could be helpful.  Am I correct that I should be entitled to a refund, given the hotel has been cancelled due to closure (I appreciate it might be different if I was “choosing” not to stay)? Just want to be clear that I’m making a reasonable request for a refund.

yes you are entitled to a refund as they cancelled,   follow my advice above for a Chargeback as you won't the  the service (hotel room) you paid for.

mrsS_2

I’ve just been through this.  As the hotel has agreed to a refund Expedia will refund you but they have to have either a recorded telephone conversation with the hotel or receive an email from the hotel directly confirming that you can have a refund.   Sending a copy of the email you receive from the Expedia portal from the hotel is apparently not good enough after we did this because Expedia don’t have access to the portal and the copy email we sent could be hacked.   After several phone calls Expedia sent the hotel an email who confirmed and we got the money back on the card in 4 days although they said it would take 30.  There is a priority phone number.  02036842910. Or 02037880445. I got through on the first one.  There will be lots of hanging around on hold but keep trying. 

Paperpumpkin

Thanks for this reply. I guess I’m surprised Expedia need permission from the hotel, when I’ve booked directly with Expedia.  I thought their “attempts” to contact the hotel were just to put me off.  I got through to hotel reservations dept first time.  I’ll keep trying with Expedia.