Expedia refusing to issue single-day refund for changed date on a fully refundable reservation. Hotel says it’s fine, Expedia won’t budge - What to do?

I booked a 3 night stay at a hotel that was fully refundable. I realized I only needed two of those days and went to change my reservation through Expedia, but they wouldn’t let me. I talked to an Expedia representative and they said they would reach out to the hotel directly and to try to change with them. A few hours later they sent me an email that said verbatim:

“Unfortunately, after speaking with _______, they're holding to the original policy for your booking and declined the request.”

Naturally I called the hotel and asked why I wasn’t allowed to change and they were perplexed and said that they approved it, and told Expedia to make the change and refund.

I called Expedia and explained the situation and at first they were understanding, and said all they needed to do was call and confirm. Then they came back on the line and claimed to have called the hotel and said they, again, wouldn’t change the reservation (I made sure to give them the correct phone number and name of agent). I pressed them on what they said and they said something about a language barrier and said there was nothing else I could do.

CLEARLY I called the hotel back and told them what happened and they were again frustrated and confused and said that since it was booked via Expedia that an Expedia rep would need to make the necessary changes on their end and issue the refund on the single day.

Uh…what is the next step here. I don’t want to cancel this reservation, as the rates have changed and we are looking forward to this hotel being one of the major highlights of the trip.

Any guidance is appreciated.

Submitted December 05, 2023 at 01:35AM by galadrielisbae https://ift.tt/5ZuAD4S