Expedia blew it, The resort made it worse.
Posted Jan 3, 2015
The biggest issue was the management, though they are not completely at fault, as Expedia really dropped the ball on this one. I will be reluctant to book with Expedia again. A few days before traveling I had to modify my reservation, instead Expedia suggested I cancel the original itinerary and make a new booking. So we did. Once they confirmed my new reservation and cancellation of the old one, It seemed everything was in order. When we checked in to our resort, there was some confusion, but it got done. Later, the next day, an employee of the resort approaches me telling me that I have two bookings and I need to pay for the other one. I am then confronted by management, insisting that I pay for ,what I was told by Expedia, my cancelled booking. I told them that this was between them and Expedia, but they insisted that they had no contact with Expedia, that Expedia deals with their main office in Bangkok. They put me on the phone with the main office. For 30 minutes I was argued with, without any reason or remorse, that I HAD to pay. Finally, refusing to pay, I hung up and spent the next few hours on the phone trying to reach Expedia, on hold for an hour until finally I gave up. I don't know at the end of the day who was really at fault here, but I imagine it was some sort of miscommunication. Expedia confirmed to me that they had contacted the resort and that my original booking was cancelled, the resort said they never received any information from Expedia.