Hotel promised refund not materialised

windym_2

Hi,

We booked a two night stay in London via Expedia.

The hotel had serious issues and I have two emails confirming they will refund and then that they have refunded, via Expedia, 50% of our rate.

Expedia have said no such refund has been received and they won't refund.

I feel I am stuck between a rock and a hard place.  The cost is well over £100 and I paid by Amex.  Is there any redress via Amex as I do have the refunds from Manager and Assistant Manager agreeing the refund and confirming it has been done.   Expedia is obviously the booking agent here so I feel a little stuck as to where I go now. 

Thank you. 

HillStreetBlues

windym_2 said:

Hi,

We booked a two night stay in London via Expedia.

The hotel had serious issues and I have two emails confirming they will refund and then that they have refunded, via Expedia, 50% of our rate.

Expedia have said no such refund has been received and they won't refund.

I feel I am stuck between a rock and a hard place.  The cost is well over £100 and I paid by Amex.  Is there any redress via Amex as I do have the refunds from Manager and Assistant Manager agreeing the refund and confirming it has been done.   Expedia is obviously the booking agent here so I feel a little stuck as to where I go now. 

Thank you. 

I would speak to Amex  that you have agreed 50% refund with hotel which they've stated they have issued , yet Expedia haven't processed it.

Hoenir

HillStreetBlues said:

windym_2 said:

Hi,

We booked a two night stay in London via Expedia.

The hotel had serious issues and I have two emails confirming they will refund and then that they have refunded, via Expedia, 50% of our rate.

Expedia have said no such refund has been received and they won't refund.

I feel I am stuck between a rock and a hard place.  The cost is well over £100 and I paid by Amex.  Is there any redress via Amex as I do have the refunds from Manager and Assistant Manager agreeing the refund and confirming it has been done.   Expedia is obviously the booking agent here so I feel a little stuck as to where I go now. 

Thank you. 

I would speak to Amex  that you have agreed 50% refund with hotel which they've stated they have issued , yet Expedia haven't processed it.

What evidence is there that the refund has actually been processed? 

HillStreetBlues

Hoenir said:

HillStreetBlues said:

windym_2 said:

Hi,

We booked a two night stay in London via Expedia.

The hotel had serious issues and I have two emails confirming they will refund and then that they have refunded, via Expedia, 50% of our rate.

Expedia have said no such refund has been received and they won't refund.

I feel I am stuck between a rock and a hard place.  The cost is well over £100 and I paid by Amex.  Is there any redress via Amex as I do have the refunds from Manager and Assistant Manager agreeing the refund and confirming it has been done.   Expedia is obviously the booking agent here so I feel a little stuck as to where I go now. 

Thank you. 

I would speak to Amex  that you have agreed 50% refund with hotel which they've stated they have issued , yet Expedia haven't processed it.

What evidence is there that the refund has actually been processed? 

None that I can see, that's why I said hotel have stated rather than processed.

windym_2

Hoenir said:

HillStreetBlues said:

windym_2 said:

Hi,

We booked a two night stay in London via Expedia.

The hotel had serious issues and I have two emails confirming they will refund and then that they have refunded, via Expedia, 50% of our rate.

Expedia have said no such refund has been received and they won't refund.

I feel I am stuck between a rock and a hard place.  The cost is well over £100 and I paid by Amex.  Is there any redress via Amex as I do have the refunds from Manager and Assistant Manager agreeing the refund and confirming it has been done.   Expedia is obviously the booking agent here so I feel a little stuck as to where I go now. 

Thank you. 

I would speak to Amex  that you have agreed 50% refund with hotel which they've stated they have issued , yet Expedia haven't processed it.

What evidence is there that the refund has actually been processed? 

I have an email from the manager which says 'we have processed the refund, please allow a few days for it to be processed to your card by Expedia'.

I appreciate the hotel are not the company I paid so I can't see any S75 being relevant?  I would just like to know if there is any way I can put leverage on the hotel or Expedia to get it paid since I have it in writing that it is both pledged and actioned.  Although clearly it isn't actioned. 

born_again

Ask hotel to provide the ARN (acquirer reference number) date, time & amount of refund.
That is the only proof that shows it was paid.
You can then pass that to Expedia in the hope they can find it in their internal accounts.

windym_2

born_again said:

Ask hotel to provide the ARN (acquirer reference number) date, time & amount of refund.
That is the only proof that shows it was paid.
You can then pass that to Expedia in the hope they can find it in their internal accounts.

Assuming I don't get this then what action is the next course for me.  This is a several hundred pound refund so I would rather not leave it.  

user1977

You haven't given us much background - are you legally entitled to it? You can't necessarily enforce a refund just because it was promised to you.

windym_2

user1977 said:

You haven't given us much background - are you legally entitled to it? You can't necessarily enforce a refund just because it was promised to you.

It was a catastrophic stay which was not as sold.  The details of the reason of the refund are not relevant the terms of the deal were broken.  

The refund was promised in writing, and then it was promised that the refund had been processed.  The refunds were promised and processed by two different senior managers.