We, a family of 4 from The Netherlands, decided to go on vacation to Florida in August 2015. We booked our stay in the Courtyard Marriott Hotel Miami Airport in October 2014 (10 months in advance!) through Expedia Netherlands.
This booking was as follows: 1 hotel room in the timeframe August 02 – 09 (fully paid in advance) and 1 hotel room for 1 night on August 22-23 (to be paid on check-out); a grand total of 8 nights in the same hotel.
Unfortunately, we checked out the first period 1 day too early (on August, 08); our own fault; we mixed up the dates (jetlag?); on the other hand, no questions asked/remarks made by the receptionist (i.e. “are you leaving early?”).
So, once we arrived at our next destination, we had to book and pay for a new hotel for this night (again; our own fault).
But here was our cunning plan: We did pay Expedia / Marriott for 7 nights, but we only used 6. We would come back to the same hotel on August, 22 for our last night in the USA. This night still had to be paid! Our solution: Request the hotel to administratively move the lost night to our last night, so that in the end we stayed for 7 nights in this hotel and Expedia would pay for 7 nights! Problem solved; every party happy: Expedia got the money for 7 nights; we stayed for 7 nights and the hotel would get paid by Expedia for 7 nights! How simple is that?!
Now here is where “The Resistance” starts!
When we found out, that we checked out 1 day too early, we immediately (the very same day; August, 08) sent a message to Marriott Customer Care (MCC), offering them our solution of moving this lost day.
On August, 10, MCC answered us as follows:
“We have forwarded your comments to associates in the Executive Office of the hotel for review and have requested that someone respond to you directly. You should be contacted within three to five business days.”
From then on, total silence.
On August, 21, we sent another message to MCC, stating: “Still waiting for a reply from associates in the Executive Office of the hotel.”
In the mean time, we arrived at the Courtyard Marriott hotel Miami Airport on August, 22, for our last night in the USA.
When checking in, we asked the receptionists if they were aware of any arrangement by MCC to administratively rearrange our payment from our lost night to this night.
You guessed it right; they were totally oblivious of any arrangements concerning our bookings.
That night, we received a second message from MCC, stating: “I forwarded your message to the team of associates who are considering your issue. I appreciate your patience and will contact you soon.”
The next day we had to leave, because we would fly back home that day. On check out, the receptionists still were totally unaware of the issue and of any arrangements from/thru MCC, so we paid for this night ourselves.
Back home in The Netherlands, we again sent a message to MCC on August, 31, asking them to PLEASE give us a reply to our initial concern.
And then, the very same day (although after 3 requests for assistance in this matter and 23 days later!!) we received the official reply from Marriott!
Now you would have thought, that Marriott (deeply ashamed about how they managed our issue) would come up with a satisfactory solution, but their official (simplified) answer is: “We cannot help you. Speak to Expedia.”
So, we contacted Expedia. Their reply: “You are too late. When you came up with this issue earlier, we could have rearranged your bookings with Marriott. Now you have paid for the last night in the Marriott Hotel yourselves and therefore we cannot give you a refund. You might want to speak to Marriott about a possible arrangement.”
All-in-all: We stayed at the Courtyard Marriott Hotel Miami Airport for a total of 7 nights and we had to pay for 8 nights. Because it took MCC more than 3 weeks (after 3 requests) to simply direct us to Expedia, we had to pay for this additional night ourselves and Expedia does not refund this.
Now here's the thing:
The hotel told us, that they have not been paid by Expedia yet (even after a 10 months reservation-period) and could not make any changes in reservations and or make administrative booking-moves.
Expedia told us, that we should have contacted Marriott early for any changes in the booking!
So, Marriott is pointing at Expedia and Expedia is pointing at Marriott!
Who is here to blame (other than ourselves for checking out 1 day early)?
Hello fredb., and welcome to the Insiders forum.
Thank you for taking the time to explain your issue. We would be happy to check with our team and try to find a resolution to this. Could you please send me a message with your Rewards number and contact information so we can provide that to them?
The Insiders forum is more than asking and answering questions. From travel tips and recommendations to photography, the sharing of news and industry updates, this place is a good resource for everyone! The community here is helpful, travel savvy, and always willing to provide support to their fellow travelers.
Again, welcome to the Insiders family, and we look forward to seeing more of you around here!
From experienceworking at a small hotel, Expedia can cancel or make changes to reservations but only if the hotel agrees not to charge Expedia. I always thought it was too much of a hassle so Expedia reservations were always final. If the guest decided to book a prepaid 3rd party rate and either come a day late or leave a day early then they would still pay for it.
I have heard back from our team and they have advised that this issue is still being researched by the property, as the refund process can be quite lengthy when guests book through third-parties like Expedia. Our team wouldn't be able to process a refund personally, but they are more than happy to ask the hotel to do so. They have advised that they are reaching out to hotel and to you, so please be on the lookout for an email or a call. Please let us know if there is anything more we can do after you have been contacted. Thank you for your patience with this!
There may be a difference in rate. Expedia cards are only set for the room and tax. If there is a modification done by the hotel (which they shouldn't) that changes the rate then the card will decline. Anyways If the reservation says it's non cancelable/non refundable/no modification then you should not book through a 3rd party to avoid this kind of problem.