I needed to move a hotel reservation to the following week. When I called the call centre they advised there would be a $24.68 per room change fee. I asked them to waive the fee considering the fact that I had booked the 2 rooms only days earlier and was keeping the same number of rooms and nights, just moving the reservation 1 week later.
After a considerable time on hold I was told that the supervisor agreed to waive the fee. I was then told that the room rate the following week was $9 higher per room per night. I asked the customer rep, "so what you are telling me is if I went on the expedia website right now, the rate I would be shown for the following week is now $9 per night higher" to which she said "yes". Immediately after the call, I went to the expedia website and was surprised to find that the rate was not $9 higher per night but actually $1 lower.
When I called expedia back, after several sessions on hold they told me that the rates fluctuate all the time and that because I had made the change 2 hours earlier the rate was probably higher at that time. I responded that I had only changed the booking less than 10 ago. After another long time on hold, I was told that there is nothing they can do. They had no explanation why the rate they charged me per room was higher and refused to honour the rate currently being shown on the expedia website. I asked to speak to the supervisor who said the same thing.
This is clearly a deception to capture extra charges. beware expedia - book directly with the hotel who cares about customer service
Dennis
Winnipeg, Manitoba
Canada
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