We had a twin room booked in Point A Hotel and due to the current Covid restrictions in Edinburgh, were not able to travel.
After contacting Expedia, they suggested I speak with Point A direct to agree to a move or refund. If the agreement is reached, Expedia will refund the room rate of £192 or amend the booking for a later date.
I contacted the hotel twice to speak with two very polite Spanish gentlemen. They were both adamant that I would not receive a refund, primarily due to the saver rate option.
I explained to both gentlemen that I had previously booked a saver rates with the budget travel groups Travelodge and Premier Inn. Travelodge were able to move my reservation to next year, while Premier Inn were able to offer a refund.
I fail to see why budget accommodation groups can support guests in unprecedented times, while Point A refuse outright. They are identified as a ‘family business’. I hope that they reconsider my situation, although the date of travel has passed.
I also hope that this type of stonewalling guests does not affect their business while competitors reap the benefit of their flexible approach.
As a footnote, Expedia are as much to blame for this inflexibility. I waited for over 1.5 hours on hold to speak to an agent who simply passed me on to the hotel.
I emailed Expedia over a week ago and haven’t had a reply.
I won’t be using Expedia again or the Point A hotel group.