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Monday, March 27, 2017

Surprise, Surprise

Filed Under: Zannee's Tips, Travel, OM Gosh!

By Suzanne O'Connor

When I book online reservations for a hotel through a travel booking website, I tend to expect….. nothing.

No top notch service, no follow ups. All I expected is a room at the place I booked, on the day I booked it at the price I booked it at. That’s all.

Our weekend road trip planned from San Francisco down the Coast Hwy through Monterey, Big Sur and San Simeon this month had scenic promise and R & R written all over it. Then a bridge went down in Big Sur on Highway 1 from the February storms.  Highway one is out of commission in Big Sur. No matter how we sliced it, the trip had to be cancelled. We had no way to get to the hotel in San Simeon unless we went way out of our way inland and then south and then came back up. We didn’t have time for that.

So I called up Expedia and was first told that the rates I had been given didn’t allow for a refund if I cancelled the booking. I explained that the Highway was completely closed in Big Sur and we couldn’t get there.

Then the representative at Expedia did a great thing. She called the hotel directly and advocated for us. She explained our predicament and got us a complete refund. No penalties, no additional fees. 

Expedia went way out of their way. I was really happy and surprised at that level of service.

Still trying to figure out how to get in a scenic coast road trip in this Spring. May have to wing it.

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