REFUND AFTER MEDICAL EMERGENCY
i am a very frequent expedia user and it is usually always great (with a few small hiccups here & there).. but last week continuing into this week ive had my first big issue with them that just does not make sense. i had a hotel booked for one night and the evening before it i had been admitted to the hospital and ended up passing a kidney stone on the day of check-in.. so i called the hotel directly first while i was still in the hospital and they did a free cancellation on their end, and said they would give me a full refund but that id have to contact expedia to initiate it. she said she would be waiting for their call and so i did right away but the expedia agent must have a different phone number or something because she said after trying multiple times she couldn’t get ahold of anyone, so she submitted the waiver form on my behalf. that was denied two days later so i tried again.. i got the exact same person from the hotel on the line and she remembered talking to me but said no one ever called her and wasn’t sure what expedia was doing. so i got her information and contacted expedia again right away but that agent then would not take the hotels phone number or the name of the person i talked to.. she said she tried contacting the hotel and after multiple attempts got nothing, but that does not make sense because i had gotten the same person twice right away.. so then that agent initiated another waiver and that required me to upload proof of my hospital medical emergency, which is a hippa violation but i did it anyways. i sent everything i had and was just waiting.. now almost a whole week since being admitted to the hospital, i get this reply: After multiple attempts to contact the property on your behalf, we were unable to obtain approval for a waiver. Based on this, the original (cancellation) policy will apply. ..so the same old thing over & over. how come i was able to reach the same person right away on the hotels direct line, but they aren’t and wouldn’t let me give them the info? so im very very upset and disappointed because i literally could not make my stay and they seem to be messing around. after four attempts overall on my end i am exhausted dealing with this and feel like theres nothing else i can do. the hotel says the can’t do the refund on their own & said they were never contacted on any platform by expedia this whole time..