Bernadette Cieslak’s spring break excursion is washed out by the pandemic. But her all-inclusive lodge will not give her a refund, and her on-line journey agent is powerless to aid. Is her $844 lost eternally?
Q: I booked a week at the Senses Riviera Maya by Artisan in Playa del Carmen, Mexico, for spring break. The pandemic occurred, and we had to terminate our vacation. I contacted Expedia and it served me get a refund for my flights. But the lodge will not concern a refund. An Expedia consultant stated I should get a refund for the lodge, too. But the lodge will not give me my cash back again.
Curiously, my brother experienced reservations at the very same lodge. The hotel refunded him. I tried using to dispute the costs on my credit card, but my financial institution sided with the resort. Can you support me get my $844 again? — Bernadette Cieslak, Hamilton, Ohio
A: If the lodge refunded your brother, it really should also have refunded you. Truly, it should have refunded everyone who experienced to terminate due to the fact of COVID-19. On the day you were being meant to fly, the Condition Division issued a “do not travel” advisory, urging Us citizens to keep home. You did the correct detail by canceling. Most hotels presented a no-issues-requested refund immediately after that, but some attempted to retain their customers’ income. At a time like that, you can and should really lean on your vacation agent to assist. But even Expedia was acquiring some difficulty persuading Senses Riviera Maya by Artisan to return your dollars.
Why did the hotel refund your brother but not you? The reply may possibly lie in its latest refund coverage. It presents the skill to terminate on sure (much more expensive) fees but not on all of them. It is attainable that your brother had booked a distinct level, which the resort regarded refundable. I like your plan of a credit score card dispute and am sorry that didn’t operate. A credit rating card dispute is generally the previous resort for obtaining a refund. I’d say you were there. (By the way, I imagine it is time for you to come across a new credit history card. Your bank is absolutely not on your facet.)
You could have reached out to an government at Expedia. I publish the names, figures and email addresses of Expedia’s client company supervisors on my customer advocacy website at www.elliott.org/organization-contacts/expedia-shopper-assistance-contacts. The future time you make hotel reservations, I inspire you to pay out awareness to the cancellation terms. If you imagine you may well have to simply call off your excursion, contemplate a travel insurance policy coverage that will include your decline.
I contacted Expedia on your behalf. It reached out to the Senses Riviera Maya by Artisan. But the lodge nonetheless refused to return your income. Expedia refunded your $844.
If you will need aid with a coronavirus-connected refund, please call me. You can mail particulars by way of my shopper advocacy web page or email me at [email protected]
Christopher Elliott is the chief advocacy officer of Elliott Advocacy, a nonprofit firm that aids people resolve their complications. Speak to him at elliott.org/assist or [email protected]