Family Left Stranded When Expedia Booking Goes Wrong

by Richard D'Ambrosio
Family Left Stranded When Expedia Booking Goes Wrong

Photo: Viaggio Routard


A Washington state family learned how easy it is to find themselves stranded when online travel agent reservations go awry, when a resort overbooked them through Expedia.

Holly Parsons told ABC News in Seattle that she booked a three-night, $874-stay in a condominium at the WorldMark Seventh Mountain Resort in Bend, OR, four months in advance. A few weeks before the getaway, Parsons said she received an email saying that her reservation was cancelled due to overbooking. She was offered no refund at that time.

Expedia told the ABC News affiliate that since the cancellation was “caused by external factors beyond the direct control of Expedia," a policy listed in the company’s terms and conditions, Expedia had “no liability and will make no refund.”

Parsons told ABC that she spent about 6 ½ hours over three days on the phone with Expedia customer service before they offered her $500 in Expedia vouchers and three nights in a Holiday Inn Express near her destination, a lacrosse tournament where one of her sons was competing.

She called her Expedia customer service experience “awful,” “dealing with multiple, multiple people and repeating myself,” and considered the vouchers and offer to do business with Expedia again “a ripoff.”

"I wasn't receiving cash in return. I'm receiving vouchers to do business with an entity that I'm not sure that I ever would want to do — or ever would recommend to do — business with ever again," Parsons said.

Expedia told the ABC News affiliate that "We apologize for the inconvenience and frustration Holly Parsons experienced and can confirm our team contacted her to successfully resolve this case. At Expedia, we strive to provide the highest level of customer service, and any time there is an issue with an Expedia booking, we recommend that our customers contact our excellent customer service team."

In an ABC News Good Morning America segment about the story, ABC News pointed out that Expedia and the lodging industry are only obligated by “practice” to rebook overbooked clients, and that there are no laws protecting consumers from these situations.

  17
  10
Tip of the Day

“Tack on days to other trips and conferences for exploring other properties. Get the most bang for your buck on every airfare you purchase, and use any free or discounted nights you have earned to make it an affordable and personalized fam." - Suzanne Haire, Travel Advisor

Daily Top List

Five Ways to Improve Your Work Performance

1. Organize and prioritize

2. Stop multitasking

3. Avoid distractions

4. Manage Interruptions

5. Be a great finisher

Source: IRIS.xyz

TMR Recommendations
Top Stories
G Adventures New Family Tours Target the Gap in the Family Market
G Adventures New Family Tours Target the Gap in the Family Market

The brand set out to make the tours affordable and accessible, and to take family members of all ages to iconic destinations together.

The Unstoppable Trend: Solo Travel Growing and Going Just About Anywhere
The Unstoppable Trend: Solo Travel Growing and Going Just About Anywhere

Many suppliers are reducing or eliminating solo travel supplements, prompting even more solo travelers to book trips.

National Geographic Family Journeys with G Adventures Open for Booking
National Geographic Family Journeys with G Adventures Open for Booking

The trips are all led by two specially trained Chief Experience Officers who are trained to cater the trips to both the interest of the adults and the children.

Adventures by Disney Reveals Lineup of 2020 Itineraries
Adventures by Disney Reveals Lineup of 2020 Itineraries

Among the offerings is a 10-day trip to Egypt, including a new three-part tour and experiences tailored specifically for adults.

Journese Launches ‘Cancel for Any Reason’ with Commission Protection
Journese Launches ‘Cancel for Any Reason’ with Commission Protection

Good news for travel advisors, the plan features 100% commission protection and a simplified cancellation process.

Tour Operators Predict Rapid Recovery After Notre Dame Fire
Tour Operators Predict Rapid Recovery After Notre Dame Fire

Unable to say for sure, most tour operators suspect the enthusiasm for France may actually be heightened over the tragedy.

News Briefs
TMR Report Cards & Outlooks