Orlando, FL asked in Small Claims and Arbitration / Mediation Law for Florida

Q: 2x hotels.com booked a room that was unavailable.Say they’ll b n contact thru email a few times;disappear without refund

The sea dip never got the reservation stating they don’t even know how I rented the room. They say they have private owners, but no way of who rented the room. The phone number on file kept going to voicemail and they said they didn’t know who that was and hotels.com never refunded my money. Got a few emails saying they were troubleshooting and would be in contact. Eventually they disappeared. I never got my money back. Then recently again, they rented a room to me and when I get to the property five minutes later, there is a sign that says closed for the night; open again at 7 AM. I called the hotels.com and they did nothing stating they had to contact the hotel to get them to waive my cancellation fee. And that nobody was answering the phone. Why would I pay cancellation fee? They kept emailing me for about a week stating somebody will be in contact with you within the next 72 hours and then the next 2 email said within the next 48 hours. Once again, they disappeared no refund given.

1 Lawyer Answer
John Michael Frick
John Michael Frick
  • Arbitration & Mediation Lawyer
  • Frisco, TX

A: File your arbitration case.

As stated in Hotels.com’s terms and conditions of usage:

“Arbitrations will be conducted by the American Arbitration Association (AAA) under its rules, including the AAA Consumer Rules. The AAA's rules are available at www.adr.org or by calling 1-800-778-7879. Payment of all filing, administration and arbitrator fees will be governed by the AAA's rules, except as provided in this section. If your total Claims seek less than $10,000, we will reimburse you for filing fees you pay to the AAA and will pay arbitrator’s fees, unless the arbitrator determines your Claims are frivolous. You may choose to have an arbitration conducted by telephone, based on written submissions, or in person in the state where you live or at another mutually agreed location.

To begin an arbitration proceeding, you must send a letter requesting arbitration and describing your Claims to “Expedia Legal: Arbitration Claim Manager,” at Expedia, Inc., 333 108th Ave N.E. Bellevue, WA 98004. If we request arbitration against you, we will give you notice at the email address or street address you have provided. A party requesting arbitration must also provide a copy of the request to the AAA, at Case Filing Services, 1101 Laurel Oak Road, Suite 100, Voorhees, NJ 08043 or online atwww.adr.org or at any AAA office.”

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