On Wednesday, November 15, I made a last minute reservation for two nights (Nov 16-17) at the Klimpton Hotel in Philadelphia. I made the reservation through Expedia. Total bill for two 2 nights was $1189.66. An hour or so later, I realized I didn’t need the reservation so canceled. Expedia refunded me $594.83 and told me the hotel charged a penalty of one night’s stay because I canceled less than 72 hours before the reservation. I called the hotel to plead my case and the representative told me they did not collect any money and my complaint was with Expedia. I called Expedia back and they reiterated that it was the hotel’s policy and the hotel had collected the $594.83 penalty.
The next rep from the hotel said, yes, they had my money and it was a penalty. I pointed out that I made the reservation approximately 24 hours before the date and I couldn’t possibly cancel 72 hours before. They refused to refund me the penalty.
Is this fair? I’m sure there was fine print I neglected to read but it seems pretty ridiculous. Do I have any recourse other than complaining and taking my business elsewhere? Do hotels sometimes treat reservations from Expedia with less-than-ideal customer service?
The next rep from the hotel said, yes, they had my money and it was a penalty. I pointed out that I made the reservation approximately 24 hours before the date and I couldn’t possibly cancel 72 hours before. They refused to refund me the penalty.
Is this fair? I’m sure there was fine print I neglected to read but it seems pretty ridiculous. Do I have any recourse other than complaining and taking my business elsewhere? Do hotels sometimes treat reservations from Expedia with less-than-ideal customer service?
This Kimpton (and all Kimptons are) is, in fact, part of this group and our LW can use our IHG contacts(which I linked to in my post). Sorry if you found my post unclear...