Dear Vacation TROUBLESHOOTER: I booked a week at the Senses Riviera Maya by Artisan in Playa del Carmen, Mexico, for spring crack. The pandemic took place, and we had to terminate our vacation. I contacted Expedia and it helped me get a refund for my flights. But the lodge will not situation a refund. An Expedia agent mentioned I should get a refund for the lodge, also. But the lodge will not give me my revenue back again.
Interestingly, my brother experienced reservations at the exact same lodge. The lodge refunded him. I tried to dispute the expenses on my credit history card, but my financial institution sided with the hotel. Can you enable me get my $844 again?
— Bernadette Cieslak, Hamilton, Ohio
Reply: If the hotel refunded your brother, it ought to also have refunded you. In fact, it ought to have refunded any one who had to cancel since of COVID-19. On the working day you have been intended to fly, the Condition Section issued a “do not travel” advisory, urging Us citizens to remain home. You did the proper point by canceling.
Most resorts made available a no-issues-asked refund after that, but some attempted to preserve their customers’ money. At a time like that, you can and must lean on your travel agent to support. But even Expedia was possessing some difficulty persuading Senses Riviera Maya by Artisan to return your dollars.
Why did the resort refund your brother but not you? The response might lie in its present-day refund policy. It delivers the potential to terminate on selected (extra high priced) charges but not on all of them. It is doable that your brother experienced booked a unique fee, which the vacation resort deemed refundable. I like your concept of a credit rating card dispute and am sorry that did not function. A credit history card dispute is commonly the last vacation resort for acquiring a refund. I’d say you ended up there. (By the way, I feel it’s time for you to uncover a new credit history card. Your bank is unquestionably not on your aspect.)
You could have reached out to an government at Expedia. I publish the names, quantities and electronic mail addresses of Expedia’s customer assistance professionals on my customer advocacy website at www.elliott.org/business-contacts. The subsequent time you make resort reservations, I inspire you to pay back awareness to the cancellation terms. If you think you could have to call off your vacation, consider a travel insurance plan that will include your decline.
I contacted Expedia on your behalf. It attained out to the Senses Riviera Maya by Artisan. But the lodge however refused to return your income. Expedia refunded your $844.