Nathan S.

Following protocols from the government, my family had to cancel our weekend trip and hotel stay as my boys developed COVID symptoms. As my wife booked the hotel through Expedia, I contacted them and had to wait 6 hours for a call back. After getting off the phone I was instructed that Expedia could not cancel the transaction and that I would have to contact the hotel, to request a refund. I contacted the hotel and the gentleman there said that they would not be charging Expedia, due to the circumstances, and therefore we could be reimbursed for the charge. He did say that I would have tp contact Expedia again. Another 3 hours later I got a call back. Was told that it was the hotel's decision and it's policies that dictate refunds. They lied, when I informed them that I had spoken to the hotel, they changed their tune. Expedia claimed that they would be emailing the appeal on my behalf to confirm the refund. The following Sunday, two days later, we were told that the hotel denied our appeal. I called the hotel today, Wednesday, and they informed me that they never received an email appealing the charge