My complaint:
I have been refused a transfer or credit for room booking for 11012023 at NovotelTwin Waters resort, Sunshine coast Australia.
This reservation was made through Webjet with flights accommodation.
I was unaware that hotel reservation was made through Expedia, but Webjet staff contacted Expedia to cancel the booking transfer to a later date.
Webjet consultant informed me that Expedia had been trying without success to contact the resort and try to transfer the booking.
I also tried several times also to contact them by phone, when I finally spoke to staff today was told it couldn’t be done as it was a last minute cancellation.
This would not have been the case if motel reception actually answered the phone.
I find it hard to believe that hotel staff don’t have the ability to cancel reservations that are made through 3rd party sites, after all they still get paid for the booking.
I’m sure I’m not the only person who has been penalized over this ridiculous policy. Which begs the question, why do these hotels allow the rooms to be listed on these websites in the first place??
Suggested solution:
Allow transfer of reservation or credit.
