When COVID-19 canceled spring crack, a hotel in Mexico refused to refund an all-inclusive remain | Journey Troubleshooter

Bernadette Cieslak’s spring crack journey was washed out by the pandemic. But her all-inclusive lodge

Bernadette Cieslak’s spring crack journey was washed out by the pandemic. But her all-inclusive lodge will not give her a refund, and her on the net vacation agent is powerless to support. Is her $844 dropped permanently?

Q: I booked a week at the Senses Riviera Maya by Artisan in Playa del Carmen, Mexico, for spring crack. The pandemic took place and we experienced to cancel our vacation.

I contacted Expedia and it served me get a refund for my flights. But the hotel will not problem a refund. An Expedia agent claimed I ought to get a refund for the hotel, far too. But the resort will not give me my revenue back.

Apparently, my brother experienced reservations at the same lodge. The hotel refunded him.

I tried using to dispute the fees on my credit history card, but my bank sided with the hotel. Can you enable me get my $844 again? — Bernadette Cieslak, Hamilton, Ohio

A: If the resort refunded your brother, it must also have refunded you. In fact, it should really have refunded any person who experienced to terminate for the reason that of COVID-19. On the working day you ended up supposed to fly, the Condition Department issued a “do not travel” advisory, urging People in america to stay house. You did the proper issue by canceling. Most motels supplied a no-questions-requested refund after that, but some tried to maintain their customers’ funds. At a time like that, you can and need to lean on your travel agent to enable. But even Expedia was obtaining some issues persuading Senses Riviera Maya by Artisan to return your dollars.

Why did the hotel refund your brother, but not you? The solution could lie in its existing refund plan. It offers the ability to cancel on specified (more costly) charges but not on all of them. It is achievable that your brother had booked a distinct amount, which the resort regarded as refundable. I like your notion of a credit rating card dispute and am sorry that did not perform. A credit rating card dispute is ordinarily the last vacation resort for getting a refund. I’d say you were being there. (By the way, I think it is time for you to locate a new credit history card. Your lender is definitely not on your aspect.)

You could have arrived at out to an govt at Expedia. I publish the names, quantities and electronic mail addresses of Expedia’s buyer provider supervisors on my purchaser advocacy website, Elliott.org.

The up coming time you make hotel reservations, I stimulate you to pay out focus to the cancellation terms. If you consider you could have to connect with off your excursion, look at a vacation insurance plan that will address your decline.

I contacted Expedia on your behalf. It reached out to the Senses Riviera Maya by Artisan. But the hotel however refused to return your dollars. Expedia refunded your $844.