Answer: If you paid for a four-star hotel, you should have received a four-star hotel. Problem is, no one can really agree on what a four-star hotel is — or isn’t. There’s no high court of hotel stars, no international governing body. As far as I can tell, if I call something a four-star hotel, it is a four-star hotel.
But wait, you made screen shots? Nice work. You insisted on conducting your correspondence by email? Even better!
Keeping meticulous records on your grievance can ensure a fast resolution. And when it doesn’t — well, that’s where I come in.
I’m kind of surprised Expedia shot a form response back to you and then, after you replied, sent another one. Come on. Is anyone reading these emails?
You might have tried a brief, polite appeal to an Expedia executive. I list their names on my consumer advocacy wiki, On Your Side. That might — or might not — have worked.
This is a textbook case of a traveler doing almost everything right, but still unable to get a fair resolution.
I hope this is one of those rare times when Expedia just didn’t bother to carefully read your concise, well-crafted email. I say this because I haven’t had that many Expedia complaints recently, so I hope it’s an anomaly.
I contacted Expedia on your behalf. It reviewed your grievance and found that a “system error” occurred when you made your reservation. You’ve received a full refund.