I booked a hotel in Cabo for Dec&Jan, using my Amex with my travel agent. When I became ill, I contacted the hotel (BEFORE checkin date) and we had a WRITTEN AGREEMENT to move the dates to Feb. Now the hotel manager says that the reservation is in travel agent's name, not my name, and says the written agreement is not valid because I am not the guest!! i.e. He wants to keep the money, and h... ... I am stuck in the middle of a dispute between Expedia and a Hotel in Cabo. Itinerary***************. A date change was made with the hotel (due to my having Covid) and hotel put this all in writing, but now they are reneging on this change, lying that I was a 'no show', and trying to keep my money. *This change should have been made via Expedia, but the hotel wanted me to wire them money (so Expedia gets no commission!!). The hotel blames the issue on Expedia, who placed my travel agent's name on the booking instead of me. Can you please help? Details below:***.*On *-May-****, we booked the Villa-del-Arco in Cabo for Dec**-Jan* (* nights) for me, Loretta, and * of her relatives. **.*My travel agent (Christine) purchased this thru Expedia, using my Amex card for *$****. She has done this for many of my prior bookings. Everything was great!**.*I came down with Omicron (tested positive) on Dec**.**.*Christine emailed the Villa on Dec**, and asked the registration-agent at Villa (Irene) if we could rebook at a later date.**.*Irene at Villa said (in email*writing) that she would make a one-time exception for us to rebook. She wanted to know new dates asap. And she wanted to see a copy of my positive test.**.*I sent a copy of my positive test to Irene on Dec**.**.*Having recovered: On Jan**, I (and Christine) asked Irene via email to reserve * nights starting Feb**. I added the extra night because my nonstop flights were no longer available.**.*Irene responded that very day that those dates were good. But, I needed to pay *$**** for the combination of the extra night, plus a higher rate for the original * rooms.**.*Irene told us that we were NOT going through Expedia, but this was a deal with her, and that I needed to wire the money to their CapitalOne (US) bank account, denominated in US$. I successfully wired the $**** to their account on Jan**, and sent the confirmation to Irene that day.***.*On Monday Jan**, Irene confirmed in writing that the money had been transferred. In writing: “The payment is confirmed, so we are glad to confirm your travel dates for February **th thru **st, **** in a two-bedroom suite ROH. We look forward to welcoming you to Villa del Arco Cabo!”***.*On Monday Jan**, we all get an email from the reservation-manager (Hugo) stating that he was rescinding the offer to change the date. The reason he gave: On the Expedia booking, it had Christine’s name and not mine. This despite the fact that BOTH the $**** (Amex) and the $**** (wire) were in my name. And, the fact that All of the correspondence with Irene stated that my name was given as the group leader for our five persons.
Expedia made this name mistake!! But they say they cannot fix it because of IT issues. We called and emailed them several times, but they say this reservation is in the Past (despite the written agreement to change the dates), so I'm screwed. So if Expedia cannot fix their problem to help me, I will NEVER use it again (I spend a LOT of money on Expedia). AND I will completely trash both the hotel AND Expedia in every social website that I can find.
Four options: First: Expedia admits mistake in names, and calls the hotel to fix their confusion, allowing me to check in on the agreed-upon dates. Second: Expedia refunds my money, and I book another hotel. Third: I take this to AmericanExpress to decline this $**** charge. Fourth: I take Legal action (I do not care if I spend more money on lawyers than the hotel bill* THIS IS DECEITFUL BUSINESS PRACTICE).
I have been an Expedia customer for decades. Most often, I book for myself* some other times my travel agent makes the booking (never a problem, until now). I take EXPENSIVE vacations at least * times per year (e.g. about $***k*year). If Expedia will not fix their mistake, I will never use them again.
Both my travel agent and I have emailed and called the Hotel. They are hiding behind the fact that the agent's name was on the booking (even though in writing they know otherwise). Both my travel agent and I have called and emailed Expedia. Usually we get a hang-up. Latest message is that their IT cannot fix this, so they 'never want to hear from us again'.