Expedia and the email fiascoPresentation Transcript
Expedia and The Email Fiasco fall 2007 vacation…slightly ruined
On the Wednesday morning of our trip, we decided that we would make the car ride from Kelowna to Jasper. We booked Thursday night at the Chateau Jasper on Expedia thinking that we would stay in Kamploops that Wednesday night. It was booked, we got an email confirmation and the booking showed up in 'My Trips'
Mark and I leave Kelowna and start the car ride to Jasper. We get to Kamloops and decide that we should keep driving…we will just see if Chateau Jasper can accommodate us that night…afterall, it is a very slow time of the year - heck, it’s October…this would be great too since we don’t have to unpack and pack up again…
Wednesday night…later in the night
Mark and I get to the Chateau Jasper (the address is actually wrong) and discover that they don’t have my name listed for the Thursday night. The night guy says that they will probably get the reservation in the morning.
They have room at the Chateau Jasper that night so we stay.
We wake up and go to the front desk to see if they have our reservation and they still don’t. Okay? After the desk clerk spends a few minutes on the phone with central reservations, I get on the phone with central reservations. They tell me I actually have a reservation at the Marmot Lodge (their family hotel).
Central reservations also tells me that I need to pack up my things since Expedia has already charged me and I won’t get a refund for switching or the confusion. Central reservations will not ‘fix’ it so that we stay settled in Chateau Japer.
We go back to our room and pack up our things and go 2 blocks west to the Marmot.
still Thursday morning
We go to the Marmot and of course, they won’t let us check-in early. None of the rooms are ready, they won’t be ready until 4pm (at this point it is 1030am).
It’s now Thursday afternoon
After spending a few hours sightseeing, we get back to the Marmot around 6 to check/recheck in. They ask me for a credit card number (typical), but also because the room is not paid for.
Now I am really confused.
The email says nothing about it NOT being paid for, Mountain Park Lodge’s central reservations tells me that it is paid for (which is why I moved)…what?
Thursday late late afternoon
After checking in, I call Expedia.
They don’t know what happened. Email failure, system failure…
Friday morning…thank goodness!
It’s time to check-out.
We get to the front desk and the desk clerk, Expedia and myself are on the phone.
Expedia confirms that I have PAID, but to pay the Marmot Lodge. Expedia will refund me (in 2 months).
… a few days later.
I get an email from Expedia to rate the Chateau Jasper..so here is the rating.
… and few more days later.
… never again It would have been nice if someone apologized - in person It would have been nice if someone took ownership I will never again go back to the Chateau Jasper, the Marmot Lodge or any Mountain Park family of hotels…nor would I recommend it…actually, I would go out of my way to strongly recommend peers NOT to go there. I will/may never again use Expedia (heck, I have been using them for over 5 years and this one incident was enough for me to stop using their service).
Questions, comments, concerns contact me at [email_address] Also feel free to send any questions, comments or concerns to my blog: www.mishsplayground.com