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Issue with Travel Agent/ Venetian Hotel LV

  • 14-02-2013 8:00pm
    #1
    gerryatric
    Registered Users, Registered Users 2 Posts: 10 ✭


    Sorry if this isn't the correct section but I would like some help with this.

    Me and a friend booked the Venetian for the deepstack poker series(booked around january)

    We are flying out the 16th Feb and coming home the 23rd. We booked via expedia, and one of the main reasons was due to a free upgrade upon check-in. I rang expedia to confirm this would be looked after and we would get a bella suite and 2 queen beds.
    We got our itineraries last week with flight info and just were curious that there was no mention whatsoever of a upgrade. We contacted them and this was the response.
    Dear Mr.**

    Thank you for contacting Expedia.ie regarding confirmation room upgrade at check-in.

    I have checked our system and there is no mention of room upgrade at check-in in your reservation.

    However, I have contacted the hotel and have been informed that there is no free room upgrade at check-in. If you want upgrade in your reservation, there will be charges involved.

    I appreciate your understanding in this matter.

    Thank you for using Expedia

    We emailed them again and this was the response
    Dear Mr.****


    Thank you for contacting Expedia.co.uk regarding your itinerary number ***
    I have gone through the details with my escallation team and came to the conclusion that this was a website error and had decided to offer a free upgrade and expedia would take full liability for any difference in fares.

    Unfortunately there are no rooms available for upgrade ,we even called up the hotel to check the same but sadly was advised that they are no rooms available for upgrades for that week. Hence, we are ready to refund an amount of 100 EUR as a goodwill gestures due to the same. Kindly call us back with your card details so that we can process the same.

    For any further information or assistance kindly do contact us.

    Thank you for using Expedia.co.uk.

    Kind Regards

    What would you guys do?
    The 100 euro is a joke as the upgrade would probably cost way more than this in the Venetian for a week.

    I am flying in two days so I kinda have to act fast :(

    This is the website currently still offering a free upgrade upon checking :confused: :mad:

    3IBXy9e.jpg


Comments

  • #2
    kerry4sam
    Registered Users, Registered Users 2 Posts: 15,127 ✭✭✭✭kerry4sam


    My own understanding of upgrades; even when it concerns priority club schemes is that the upgrades are subject to availability. That is normally mentioned in the t&c though.

    I am sorry to hear of your predicament though. Have you read the t&c and is their anything in there?


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