Expedia is a nightmare

So before I get into this, I am totally aware of my mistakes in this situation. But Expedia is an absolute nightmare, and I'd say a scam. We purchased a package from them that included the airfare and hotel in the US Virgin Islands. Once we got it, we never really dug into it, assuming everything was good. Finally the day of the trip comes and during our layover we start looking at the hotel for a taxi. Somehow, Expedia booked us a flight to the completely wrong island. After calling them and not getting anywhere, we told them to cancel the room and submit a waiver request to the hotel, hoping we could explain the entire situation to them and they would have pity on us. Fast forward an hour expedia emails us saying the hotel denied the request. Being on the plane, I just plan on calling once we check into the new hotel. Once I called the hotel and told them about the situation, they informed me that Expedia had not contacted them at all. They also stated this was not the first time that Expedia had done this, and they'd be more than happy to waive it as soon as they get the request. Now, every email with Expedia is a literal copied email saying

"Thank you for contacting Expedia for your request. We are sorry to hear about the inconvenience you have experienced.

We understand your frustration over the refund denial, and as much as we would like to accommodate your request again, one of our agents already advocated the issue with the hotel representative accordingly. We need to comply with the policies of the vendors whose services we sell, and we have no authority to circumvent or to override those policies."

I don't want them to circumvent anything. I just want them to properly request a waiver over email, which Expedia said they would do so we can get our money back.

Edit to add, we thought the hotel was St Thomas since that was the only flights Expedia was offering us when buying the package. The hotel was on St. Croix.

Submitted November 11, 2023 at 11:11PM by Jjohnson2491 https://ift.tt/S6tnzqW