Expedia - get a full refund on a non-cancellable hotel

VannessaB

It worked for me - hopefully might also work for someone else.
1. Do not cancel the hotel online.  Once you do this, it is final and there is no refund.
2. Call the helpdesk 0203 788 0445.
3. You get through to an automated system.  I followed the instructions for cancellation up to and including putting in my booking number.  At this point it asks you to confirm if you wish to cancel.  Remain silent, do not press anything, and you'll be transferred to a person.  I waited less than 2 minutes.
4. The operator explained that the room was non-cancellable, but that they understood the current situation.  When asked the reason for the cancellation, I explained that the flights were cancelled, and Expedia have no way of offering me the service I've paid for.  The operator put me on hold while they called the hotel.  (No idea if they actually called or not) When he came back he said that the hotel was closed, and has asked for us to call back on Tuesday (this was on Saturday).  I called back as requested.  Again another call, and I was told that the hotel were requesting Expedia send them an email.  They gave me a case number.  I got an email the same day from Expedia confirming that they had done this.  2 days after my second phone call, I got an email from Expedia giving me a full refund back to my original card.

Note that I am still waiting for an email back regarding my other hotel booking with Expedia - in this case the original operator could not get though to the hotel, so had to pass it on to another team to follow up.  I have had a confirmation email on this, but it simply said they are prioritizing reservations/trips due in the next 72 hours.  We will see..

VannessaB

Update on this - after a further phone call to follow up, I have now also got a full cash refund on my other accommodation (which previously had a 30% non-cancellable deposit which ran out today).  It will be paid within 7 days to my card. In summary, I called Expedia on the 27th June, and had full refunds on my Cyprus hotels offered within one week.  All 3 phone calls I was only on hold for 2 minutes.  I would have assumed that I could not get this money back, until I watched the program with the Competitions and Markets Authority segment about a company not being allowed to exercise a non-refundable clause, if they cannot offer the service.  Saved me £500 in non-refundable bookings.  Thanks Martin!

clivep

... but have you actually received any refunds yet?

My hotel booking for 2nd May was cancelled by them on 21st April and a full refund offered but they said I had to process this through ebookers (owned by Expedia) which I did by an on-line form.

After numerous emails/on-line chat I finally got an email from hotel on 10th June advising me Expedia told them refund had been processed with email confirmation to me... NOT TRUE!

More on-line chat to ebookers and they said refund request was still in processing and it may be 30th June before resolution.

Still no refund so I've just raised a PayPal dispute.

VannessaB

Got both of my refunds today - originally requested on 27th June, full refund back into my bank by 12th August.  Don't bother with the online chat - call the number above.  This holiday was to Cyprus.

clivep

Email from PayPal "Case closed in your favour" giving notice of refund.

Darwin123

We booked package via Expedia. Holiday 22nd/26th June 2020 to Spain. Jet2 flight cancelled by Jet2 beginning of June and refund issued. Perhaps naively we did not then cancel the hotel as we bought a package and assumed if part of package fails the holiday booking fails and we automatically get a refund. Much of the advice at the time was don't cancel. Have spoken to Expedia who say we should have cancelled and are now too late. Any comments please? Don't know if the hotel in Canaries closed, but we assume it was due to the Spanish restrictions. At time Expedia were also advising people not to contact them as too busy. Now we are told that we didn't contact them quick enough to cancel and request refund or voucher. Am I being sold a story by Expedia? At time i believe UK citizens advised against travel to Spain, but was it our responsibility to cancel? Booked a Package trip and it could not be performed; do not ABTA and/or ATOL apply here?   

elsien

If its genuinely a package and they can't fulfil an element then you were due a refund on the lot. It wasn't down to you to cancel. What does your ATOL certificate say - what was included in the package? 
I refused to cancel my hotel because I suspected they'd then try to make me accept a credit note, and quoted the package regulations at them, courtesy of the helpful people on here. But you do need to check whether it was booked as a package first.
You could also go the Chargeback route if you paid by credit card.