Expedia Elite
I was extremely impressed I was with the service I had received from the Expedia elite desk. This is a new service, and I had recently received notice in snail mail and email that I was being awarded this level of service. As I have mentioned in my story I have used Expedia to book frequent stays at the Sunnyvale vagabond in the past. I received a plastic affinity card and a luggage tag.
But the real prize here is the service that I have received from every single agent every time I called. From the first time I called and opened my case number at the elite desk (phone number 800-397-1207) I was given fast and friendly and supportive service. Now, I frequently fly 100,000 miles internationally, and I’m a Hilton HHonors Diamond VIP (you have to stay over 45+ something nights to get that), and I belong to all the frequent flyer and hotel affinity points clubs you can imagine – so I’m a good person to judge this service.
Monday Oct 13- Thursday Oct 16
Never once did EXPEDIA Elite rush me when explaining my long and complicated situation. Never once did I have to ask an agent to repeat themselves because I didn't understand them due to rushing their words or being too quiet or not enunciating. It was GOLD level agents for sure. Every time they put me on hold, it was with profuse apologies and promises to return with new information. And all the way through the process of chasing down Mr. Patel, they remained cheerful and positive that they would help me – still remaining noncommittal about a refund since I had prepaid and the man had my money.
Friday Oct 17th
When Mr. Patel threw us off the property on Friday around 10am, we parked across the street and I called the Expedia Elite Desk, and they wanted me to stay on hold while they requested a refund on my behalf. They came back on the line and said that in the front desk said Mr. Patel was not available, but reported to them that we could visibly see him on the property, but were leaving because my health war is in jeopardy. And getting me into bed was priority number one. They agreed to help me again on Monday when their management's desk was open to pursue this.
Monday October 20
8 AM - I called the Expedia elite desk, got another terrific agent that reread all the case notes, and again I sat on hold while they called the front desk. The front desk said Mr. Patel had had an emergency that would keep him away all week. The Expedia agents, and I found this amusing, and we agreed that the best course of action was for her or to escalate it within Expedia to their marketing department for review of the property and that it was red flagged as a difficult case and that I should simply just try again.
NOON - I was able to take a break and I decided to give it another chance. I called and got another terrific agent.
Now, by this time; I am on pain medications, I've told the story for five times to friendly Expedia agents, four or five times to my family (all of them frequent travelers to Sunnyvale), four or five times over email to the very large technical associations that are my clients (all of them frequent travelers to Sunnyvale) and I've tried to not break stitches, but I have told the story so many times I am now able to process the violation and rage -- by laughing about it. By the time I told the story to the last Expedia agent that finally got some money out of Mr. Patel, we were both giggling. I guess laughter is the best medicine, because the great help I got from them getting the full refund sure made a difference.
The agent was able to get Mr. Patel to return from that week long emergency that very same day, and Mr. Patel agreed to refund three days although he had forcibly evicted me against my will while I had four days remaining pre-paid. The Expedia Elite Desk agreed that this did not add up since I had not violated any of the agreements of my accommodation. She agreed that we were not going to have much luck with Mr. Patel and was kind enough to put me on hold for about 10 minutes, when she went to review this case with her management, and so after more time on the phone, it appears that Expedia themselves refunded the remaining amount.
So in total I paid $696.04 for eight night to stay. After Mr. Patel answered the phone for Expedia. He agreed to refund $267.19, and after Expedia management heard my story, I was refund of the remaining $433.90.
Thanks EXPEDIA ELITE!
Thanks for damaging my health and robbing me of a serene night’s sleep Mr. Patel!
