Through Expedia, I booked with my nine year old daughter two round trip tickets from Seattle to Puerto Vallarta with hotel accommodation for five days at Villa Del Palmar. Via Expedia, it says, free breakfast, internet, etc. When we got to our hotel, the breakfast was not free. I complained to the hotel management and I was told that they don't have this deal with Expedia. I was adviced I have to complain to Expedia. This is outrageous because it is false advertising. What can I do to recover my money? I didn't expect an extra expenditure on breakfast...
I hate to see folks taken advantage of and get these surprises. It may be somehow advertised but it could fall under fine print in their behaviral policy practice details. Check their link for customer service at the bottom and give them a call. expedia.com/p/info-other/pri... I'm saying if they advertise it, they should support it. Poot !!!
Yep, you need to handle this with Expedia if the list of amenities promised is on their website. Do read the fine print for EXACT wording? The way amenities are presented can be confusing. For instance, there can be a difference between, "...hairdryers, free wifi, breakfast...." and "hairdryers, free wifi, complementary breakfast..." Worded the first way doesn't necessarily mean breakfast is free, just available. Make sense?
Hi Jo What a pain - probably not a huge issue in financial terms, but it must leave a very bad taste in your mouth and colours the rest of your perception. Agree that your issue is with Expedia rather than the hotel if that's who you booked through. Fishy's suggestion to scrutinise the fine print is a good one - to bolster your case, do you have the original advertisement/quote to back up your case that a free breakfast is what you were promised (rather than an optimistic expectation on your part)? In the interim, I hope that you ate like horses and devoured every morsel of breakfast to get your money's worth! Regards Cathy
I was going to chime in, but Kate did already. In the T&C fine print, the placement of a comma, can make all the difference. We tend to read fine print, they way we want it to read. "They" know that, so they accommodate us, by stringing the words together in a way that allows us to easily mis-interpret what they are actually saying.
Scanning reviews helps too: that's where I ferret out a lot of nebulous wording on the hotel or booking sites. Stuff like cleverly buried resort fees, free wifi that ONLY works in the lobby and whatnot almost always come to light there.
Same thing happened to me in Tokyo this week, with Expedia as well
I don't mind finding out where their corporate office is and going in to snap a couple of bones if that will be a wake up call for them.....hehe. Seriously, I would be interested in knowing how they respond to you guys.
booked in expedia you deal with expedia. The hotel only is there as adverstising their rooms, a faster way to fill them. sorry for the ordeal, but get in touch with expedia. Hope for the best. expedia.com/pub/agent.dll?qs...
As noted it may be in the wording / fine print however I've had dealings with Villa Del Palmar in Loreto and they are one outfit I avoid. They promise a lot and then don't deliver as I found out when they wanted to hire me to do some photography for them.
This happened to me with another hotel booking site. I specifically paid for the "breakfast included" rate and was told by the hotel that breakfast was not included. It was 17 euros for buffet breakfast per person. I said no thanks, I can go to the store, buy a yogurt and fruit for a lot less than that! I don't have time to file a complaint but would make sure to never purchase the breakfast included rate again.
Ugh, Jo, that is so annoying. I just emailed you with their direct customer service number in case you want to call them directly. Hope it gets sorted out!
Kimberly, could you send me there address as well, I had the same problem with them in Tokyo last week, and I am going to follow through with it till I get real answers. It is not the money with me, I can afford the loss, but there are a lot of travellers that have a very strict budget, and things like this can affect there vacation. Thanks Frank
Just emailed you, Frank. Good luck!
Sorry to say BUT that;s what you get when dealing with the likes of Expedia and similar. YOU should have used a bonified "TRAVEL AGENT" They know the ins and outs and would have told you UP FRONT what you are geting. Your situation is not un-common. That's why there are, Lawyers, Accountants, Doctors, etc. and Travel Agents.
Don't know as I totally agree with that: we've run into situations that even an agent couldn't foresee. And I know for a fact that the agent we occasionally use books through some of the same sites many of our members do. Call Expedia with your promised list of amenities in your hand.
I hate that! complain to Expedia, but they won't do anything....it's the fine print that makes them clever. Sorry it happen, and the consumer gets kicked in the face again.there ought to be a law. cheers tommy x
Do you have a written confirmaiton with Expedia? What does this confirmation say? If you did not print it, it is available in your in box in your e mail or on line at Expedia.com if you log into your account. This is the only thing that you should trust. If this confirmation quotes your room rate and states breakfast included or free breakfast, then take the matter up with Expedia directly. Forget the hotel, since they can change anything they want and don't have to honor what it states on your confirmation other then giving you a bed to sleep in. But if the confirmaiton says breakfast included in some term or another, then they should be able to arrange some sort of refund. Also you should have initially contacted Expedia when you ran into this problem at the hotel vs. after you checked out. Now if you are lucky you will get a small refund, but not much more. If you contacted them while at the front desk, you would have probably ended up with breakfast or a better hotel. Overall the cost of the breakfast extra or not is and should have been minimal, unless you decided to splurge and Expedia has no responsibility to refund a splurge breakfast.
That is why I never use 3rd party suppliers on the internet. I go directly to the hotel or airline etc. For hotels I do however use Booking.com which does not take the money from you on a booking but it is taken at Hotel when you arrive/leave.
Thank you for all your responses! I will charge this to experience. And, will call Expedia and write this to Ombudsman at CondeNast Traveller. Or is it Budget Travel Magazine? Check my travel tip on Puerto Vallarta. I rated Villa Del Palmar 5 out of 10. I will not recommend this hotel at all even if it is the fault of Expedia. First thing, their hotel looks so good with their advertising and marketing. But, once you get there, their staff are lousy including their manager! I complained with the manager and yanked at them for three days... It was an awful experience...will post another forum here...LOL!