Nerang Holiday Packages

Communication was very hard and details were difficult to understand

Booked accommodation was not provided and more than 6 weeks later I have not received a refund/reimbursement for extra accom costs incurred, despite Expedia's written commitment to do so within 7-10 business days. Expedia had advised that access details would be emailed on day of arrival. This did not happen. We waited on the roadside at night for a couple of hours trying to make contact with the host (to no avail). After hours on the phone, Expedia found accommodation for one night only and we checked in after 11pm. When I rang Expedia next morning the problem was not resolved and Expedia was unable to find new accommodation. I suggested I book a hotel and explained it would now be very costly due the running event that attracts thousands of visitors to the Gold Coast. We were finally able to check in that afternoon. Recent emails to Expedia requesting an update on progress of the reimbursement have gone unanswered. Customer service officers I have spoken with are unable to advise of the reason for the delay or to provide a definitive date by which the payment will be made. A further email outlining my dissatisfaction with Expedia’s efforts and requesting resolution has also been ignored. Many hours of a short 3-day break were spent waiting by the roadside and on the phone with Expedia which required a rearrangement of our planned schedule. I have not been advised of why the apartment was not able to be accessed or received an apology from the host for the inconvenience.

Room was clean and spacious