Jerry Stannard booked a room at the St. Gregory Luxury Hotel & Suites in Washington through Expedia recently. But when he tried to confirm the reservation by phone, no one had heard of him. He had to pay for another room, even though Expedia already had his money.
Did the hotel lose Stannard’s reservation? Did Expedia forget to tell the St. Gregory he was coming?
No — and no.
Stannard phoned my friends at KCRA when he couldn’t get a $499 refund for the first pre-paid reservation from Expedia. KCRA contacted me for help. Why was was the online agency holding on to his money?
The answer: Stannard had booked a reservation at the St. Gregory. Under a different name.
I asked Expedia to look into this case, and its records show that he failed to remember the correct name he’d booked the room under.
Since they could not find a booking under his name, he and the hotel assumed it had been mistakenly canceled, and he booked another room and was therefore charged twice. I’ve been advised that the record on Mr. Stannard’s itinerary does not contain significant detail from that point, so as a measure of goodwill, Expedia has refunded Mr. Stannard in the amount of $499.
Lesson learned? Try to remember the name on your reservation. Otherwise you might have to pay for your hotel room again.
It was generous of Expedia to give Stannard the benefit of the doubt. But it didn’t have to.