DEAR TRAVEL TROUBLESHOOTER: I booked per week on the Senses Riviera Maya by Artisan in Playa del Carmen, Mexico, for spring break. The pandemic occurred, and we needed to cancel our trip. I contacted Expedia and it helped me get a refund for my flights. However the resort is not going to difficulty a refund. An Expedia consultant mentioned I ought to get a refund for the resort, too. However the resort is not going to give me my a refund.
Apparently, my brother had reservations on the similar resort. The resort refunded him. I attempted to dispute the fees on my bank card, however my financial institution sided with the resort. Are you able to assist me get my $844 again?
— Bernadette Cieslak, Hamilton, Ohio
ANSWER: If the resort refunded your brother, it also needs to have refunded you. Really, it ought to have refunded anybody who needed to cancel due to COVID-19. On the day you had been alleged to fly, the State Division issued a “don’t journey” advisory, urging Individuals to remain house. You probably did the suitable factor by canceling.
Most lodges provided a no-questions-asked refund after that, however some tried to maintain their prospects’ cash. At a time like that, you possibly can and will lean in your journey agent to assist. However even Expedia was having some hassle persuading Senses Riviera Maya by Artisan to return your cash.
Why did the resort refund your brother however not you? The reply might lie in its present refund coverage. It affords the power to cancel on sure (dearer) charges however not on all of them. It’s doable that your brother had booked a unique price, which the resort thought of refundable. I like your concept of a bank card dispute and am sorry that didn’t work. A bank card dispute is often the final resort for getting a refund. I’d say you had been there. (By the way in which, I feel it’s time so that you can discover a new bank card. Your financial institution is certainly not in your aspect.)
You might have reached out to an govt at Expedia. I publish the names, numbers and e mail addresses of Expedia’s customer support managers on my client advocacy web site at www.elliott.org/company-contacts. The following time you make resort reservations, I encourage you to concentrate to the cancellation phrases. In case you assume you may need to name off your journey, contemplate a journey insurance coverage coverage that may cowl your loss.
I contacted Expedia in your behalf. It reached out to the Senses Riviera Maya by Artisan. However the resort nonetheless refused to return your cash. Expedia refunded your $844.