Dear Expedia and Ramada Hotel Downtown Calgary,
In response to your e-mailed invitation of October 7th to provide customer feedback, please accept the following report on my recent experience with the services of your organizations under Expedia Itinerary #129410729766 for two rooms at the Ramada Downtown Calgary on September 22, 2009.
This was a business trip for a September 23rd board meeting of a policy development group made up of industry, government, and non-government organizations called the Clean Air Strategic Alliance (
http://www.casahome.org/?page_id=10) of which I am vice-president and co-chair. The two reserved rooms were for myself and for a fellow board member, Ms. Nashina Shariff, who was also attending this meeting in downtown Calgary. Ms. Shariff is a regular guest of the Ramada Downtown Calgary and we are both frequent users of on-line booking services, though this was our first reservation using Expedia.
Despite holding e-mailed travel confirmation from Expedia, we were advised by reception upon arrival there were no reservations for us. The duty-manager (Wayne) further explained that we were among a 3-day cluster of customers who had been sold rooms at the Ramada that were not in fact available and that the Ramada was working with Expedia to resolve these situations. No other rooms in downtown Calgary were available and my colleague and I ultimately imposed on some relatives of mine who live in convenient proximity to downtown at 9:30pm that night.
On September 25th I spoke with Eric of Expedia about the status of refunding to me the cost of the two rooms. I was assigned Case ID #54247290 and instructed that I was to secure faxed confirmation from the Ramada that the two rooms were not available to us. I spoke again with Wayne, Ramada duty-manager, who advised that such documentation had to be issued by General Manager Frank Stewart, and that this would be done when next Mr. Stewart was available.
During the week of September 28th I inquired again with Expedia to confirm that the fax from Ramada had been received. Expedia could not confirm this. I immediately left a voice mail for Mr. Stewart asking for confirmation that the fax had been sent, but received no response.
On October 7th I spoke with Jane of Expedia who advised that no fax from the Ramada had yet been received and that I needed to continue efforts to acquire this documentation. Given the frustration I’d experienced to that point, I asked Jane to call Ramada. She put me on hold and acquired the required information by phone within 15 minutes. She then advised that the next steps for Expedia processing my refund may take up to 30 days! (Jane, herself, was the most helpful person to deal with in this entire transaction.)
The cumulative effect of:
- arriving at Ramada reception with a colleague and having apparently mismanaged our reservations
- relying on relatives late at night for accommodations
- the administrative work that was asked of me between Expedia and Ramada; and
- the length of time that returning my money is expected to take
leaves me with a profound and unresolved dissatisfaction with this situation.
Sincerely yours,
Myles Kitagawa
http://mylesk.livejournal.com/256987.html