Expensive Journey TROUBLESHOOTER: I booked a 7 days at the Senses Riviera Maya by Artisan in Playa del Carmen, Mexico, for spring crack. The pandemic happened, and we experienced to cancel our vacation. I contacted Expedia and it served me get a refund for my flights. But the resort will not challenge a refund. An Expedia representative stated I must get a refund for the lodge, far too. But the hotel will not give me my funds back again.
Curiously, my brother experienced reservations at the similar resort. The hotel refunded him. I tried out to dispute the fees on my credit card, but my bank sided with the resort. Can you support me get my $844 back?
— Bernadette Cieslak, Hamilton, Ohio
Reply: If the lodge refunded your brother, it ought to also have refunded you. Really, it should have refunded anybody who had to terminate for the reason that of COVID-19. On the day you ended up meant to fly, the Condition Department issued a “do not travel” advisory, urging Individuals to continue to be house. You did the suitable factor by canceling.
Most resorts offered a no-queries-questioned refund just after that, but some experimented with to preserve their customers’ cash. At a time like that, you can and really should lean on your travel agent to help. But even Expedia was having some difficulty persuading Senses Riviera Maya by Artisan to return your income.
Why did the hotel refund your brother but not you? The solution could lie in its present-day refund plan. It offers the potential to cancel on specified (far more costly) fees but not on all of them. It’s probable that your brother experienced booked a unique rate, which the resort deemed refundable. I like your thought of a credit rating card dispute and am sorry that did not function. A credit score card dispute is generally the final vacation resort for getting a refund. I’d say you were there. (By the way, I think it is time for you to obtain a new credit score card. Your bank is definitely not on your side.)
You could have achieved out to an government at Expedia. I publish the names, quantities and e-mail addresses of Expedia’s shopper services managers on my purchaser advocacy web page at www.elliott.org/business-contacts. The upcoming time you make resort reservations, I persuade you to fork out notice to the cancellation phrases. If you imagine you might have to call off your journey, think about a travel insurance coverage policy that will deal with your reduction.
I contacted Expedia on your behalf. It reached out to the Senses Riviera Maya by Artisan. But the resort still refused to return your funds. Expedia refunded your $844.