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We originally called to cancel the first night of a 9 night booking. We were issued a refund of $153 and received on confirmation email of the change.
When we realized the agent had also changed the booking from 1 King Bed to 1 Queen, we called to get them to change this back.
We then spoke with Faruk Aslid who initially told us that we would now be charged MORE because at that moment the room rates were different and therefore an 8 night stay would cost more than the original 9 night stay we booked.
We asked that since we were able to cancel with no penalty (which he initially agreed with), that we were intending to cancel the whole booking.
(I also pointed out that if we were going to be charged MORE to cancel ONE night, in the original call, that it made no sense to cancel the one night regardless of our inability to get to the hotel by the 5am check in time).
After many arguments and lies (we were placed on hold and NEVER allowed to speak with a manager and told specifically that the manager would not come to the phone), we were told that he could not issue the full refund and that we would be receiving a call within 12 hours after someone had had a chance to check the recorded phone calls.
This morning, we did NOT receive that call so we called them again. At this time I asked the new agent if I could speak to a manager based on the previous evenings issues, she did not want to do so until she had a chance to resolve the issue. (At this time I asked if the room she took these calls in was filled with coworkers and what the likelihood of the two prior evenings agents conversing together, every time I was placed on hold; she told me it was definite that they were ABLE to do this as they were most assuredly there together on their shift.)
Right now I sit with a refund of $1419 of the original $1807.73 we paid for the booking. I have been notified that the remaining amount must be released by someone else after they review the whole issue.
I am told that a full refund should NEVER have been questioned in the first place.
I am completely disgusted by the experience that I had with the two agents last night and am completely confident that they deliberately attempted to prevent a full refund to us.
The most ironic part of this; I first attempted phoning the hotel themselves, not realizing I had to cancel through Expedia. When they informed me that I needed to call them, the wished my luck in dealing with them...now I know why.
User's recommendation: Do NOT deal with Expedia AT ALL from.
Monetary Loss: $388.
Preferred solution: Apology.
Expedia Cons: Avoidance in answering my questions, Opposition trying to speak to a human being, False reassurance, Deliberate attempt to falsely prevent refund.