Q: I booked a room at a bed-and-breakfast in New Albany, Indiana, through SuperTravel, an Expedia affiliate. When I arrived, I discovered that the room didn’t have an attached bathroom. You had to go downstairs to access the bathroom. The SuperTravel website did not tell us about this.
We asked for a refund, but SuperTravel refused, citing its no-refunds policy. I contend that what we purchased was not what they provided; therefore, it wasn’t subject to the no-refund policy.
I have initiated a dispute through our credit card company, but it sided with SuperTravel. I am appealing the decision. SuperTravel’s refund policy has a clause that says they make “no refunds for causes beyond their direct control.” But as an Expedia affiliate, they have access and control over the information they provide to consumers on their website.
Expedia and Booking.com both list the same property on their sites, and they show information about the detached bathroom. I believe I’m entitled to a $469 refund because SuperTravel chose not to provide us with that information before we made the purchase. Can you help me? — Evonne Hopkins, Livermore, California
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A: It’s true — your accommodations at the historic bed-and-breakfast did not have a dedicated bathroom, which is not that unusual in an older inn. But SuperTravel should have told you about it before you booked. That was important information to disclose.
It looks like you found alternate accommodations. That’s good because if you had stayed there, a refund would be all but impossible.
I’m surprised that your credit card company didn’t side with you. This was a glaring omission by your online travel agency, and you should have received a full refund on appeal.
I list the names, numbers and email addresses of Expedia’s customer service executives on my consumer advocacy site, Elliott.org. A brief, polite email to one of them might have pressured SuperTravel to help you.
We contacted SuperTravel on your behalf. In response, SuperTravel credited your card for the full amount of your stay.
Christopher Elliott
