File Complaint with Better Business Bureau-Beach Vacations, copy to Investors Relations of Expedia, Federal Citizen Information, CNN, MSN and other media stations.
This company (Beach Vacations - North Myrtle Beach, SC) utilize Expedia.com to book travel for Barefoot Landing and Resort online. Upon arrival Beach Vacations informs that Expedia overbooked. Booked accomondations through Expedia 7/18/09. Called 1-800-449-4005 on 7/18, spoke with representative Donna to get details and what requirements for stay 7/19 - 7/23.informed none needed.
Upon arrival 7/19 after 5 hrs drive from Charlotte, NC with 6 children, we were informed Barefoot Landing Resort and Golf club, was overbooked by Expedia. However we have an upgrade for you - Marsh Ocean Condo-NOT ON resort, NOT oceanfront, but MARSH view. This condo building has a pool (community pool) and you can use the resort pool if you like. If not acceptable we will have to cancel your reservation. You may use the resort accomondations if you like.
Call back to office if you have concerns/questions. My hands are tied, 6 children tired, hungry, me myself not feeling well. Arrived at condo, rooms were nice, but they were not what I reserved, plain condo, standard. I called back to office to inform, that due to my options, (stay or leave) I am not happy but I don't have a choice. Called back again within the hour, to inform of other items, broken main lock, master bath no bath and was for physically challenged, did not like this change. Made 3rd call, no one ever returned my call.
During the day I met and talked with several at least 7, guests who had basically received the same line, "Expedia has overbooked, but we are going to do something special for you, we have an excellent upgrade" and they were sent to Ocean Marsh as well. 7/21 placed call to Expedia -1-800-397-3342 spoke with Leroy Id#52473714 informed him what happended transferred me to Lodging Operations who handles hotel changes that result in customer dissafaction.
Spoke with Gwenivier Agent #52474286 informed her of situation, was advised that to receive refund I have to check out and call back with date of checkout. 7/22 checkout out, called Expedia @5pm EST after arrival in another town - could not reach customer service. Call 7/22,7/23 spoke with representative - Cynthia Customer service overload. 7/24 10:30, spoke with Harlan #24361, advised of situation and rules I was told to follow.
Harlan made all attempts to assist, spoke with his Supervisor Francis in Customer Service who spoke with Mike at Beach Vacations who informed them, they would not return funds as I was accomonodated, irregardless of my liking or not. Also stated that I did not inform Beach Vacations of my dissactification. I explained then that I called three times on date checked in, with no return call and what I was told to do by Expedia representative after speaking with her Supervisor as well.
I belive that Expedia and Beach Vacations has a "bait and switch" program going on, alluring customers to book for excellent rates at Barefoot Yacht and Golf Club, then upon arrival they are informed of the overbooked status. Customers should be informed prior to their travel, and given the option to then cancel or accept, not after travel to location and then left with no option but to accept...
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