I have been a frequent guest at the Jumeirah Hotel in Frankfurt, during the Light Building Shows for the past 8 years, 2012-18, 6 -7 nights stays.
For 2020 I had my reservation through Expedia - 6 nights from March 8.
Due to the pandemic, L B was cancelled.I sent and email on Feb 27 to the hotel front desk, asking to modify my reservation due to this situation. This is the reply I got from the hotel:
"We would be happy to offer our full support and change the given reservation to the new dates without any penalty. You just need to contact Expedia customer Service with your issue, since we are not able to change in our system. with kind regards,Milda Cherni,Reservations Jumeirah Frankfurt"
That is exactly what I did. I contacted Expedia and they offered to help. Then I got a email from them saying the hotel did not authorized the change.
To my surprise, the reservation was not modified or cancelled and the whole reservation was charged in full to my credit card!
I am an Expedia Gold Member since 2008, and a Jumeirah Sirius Member. And it is extremely dissapointing to be in a middle of a situation where both parts blame each other and do not care about their customers, specially the loyal customers like me.
It is only reasonable to ask for a refund for a service I never received. At least, a voucher for this amount (which is over $2800....) for future use. The Hotel says the refund has to be given by Expedia? Jumeirah got my money! Unaccpetable!!