Hi Nisha,
Thank you for finally identifying the four reservations behind the credit memos. After reviewing Expedia's own records — both the Partner Central system and the email correspondence I have from Expedia's support teams — I am formally disputing all four memos in full and asking you to void them. The evidence below is drawn entirely from Expedia's own documentation.
The four memos you listed on Apr 13 total 208,992.79 THB, not ~186,000:
| Reservation | Guest | Memo amount (THB) |
|---|---|---|
| 2349105939 | Fabienne Menzen | 72,112.78 |
| 2356705173 | Liviu Craciun | 79,280.09 |
| 2293553587 | Selin Kalyoncu | 22,527.96 |
| 2357240861 | Jacqueline Lindgren | 35,071.96 |
| Total | 208,992.79 |
Section C.2.c of Expedia's EMEA partner terms requires the partner to "immediately notify Expedia" of an inability to honor a booking. I fulfilled this obligation. The following messages were sent through Partner Central's messaging center and are timestamped in Expedia's own system:
| Reservation | Guest | My Partner Central message | Sent | Relative to arrival |
|---|---|---|---|---|
| 2356705173 | Liviu Craciun | "unfortunately all our villas were taken this morning, and I have to sadly advise we can not except, I will advise Expedia accordingly." | Dec 24, 2025, 7:09 PM | Day before arrival |
| 2293553587 | Selin Kalyoncu | "I'm extremely sorry we don't have anything available end Feb due renovations." | Dec 24, 2025, 8:42 PM | 11 days before arrival |
| 2357240861 | Jacqueline Lindgren | "I'm very sorry to advise we are full and we closed all our villas with Expedia." | Dec 26, 2025, 1:06 AM | Day before arrival (Dec 27) |
Each message predates the relevant guest's arrival and used the exact Partner Central channel Expedia provides. On Dec 26, 2025, Expedia's own agent Mickole Yesid (case 147713339) confirmed in writing that these communications are documented in your system. Expedia cannot now claim I failed to notify.
Following these notifications, Expedia managed the situations. Expedia's own Partner Central records show the outcomes:
| Reservation | Guest | Status in Partner Central | Amount paid to Baan Tropicana | Memo now charged |
|---|---|---|---|---|
| 2349105939 | Fabienne Menzen | Canceled Dec 11, 2025 | THB 0.00 | 72,112.78 |
| 2356705173 | Liviu Craciun | Canceled Dec 24, 2025 | THB 0.00 | 79,280.09 |
| 2357240861 | Jacqueline Lindgren | Canceled Dec 27, 2025 | THB 0.00 | 35,071.96 |
| 2293553587 | Selin Kalyoncu | Checked out | THB 65,139.73 | 22,527.96 |
For three of the four reservations, Baan Tropicana received THB 0.00. On top of that, Expedia is now charging an additional 186,464.87 THB in relocation costs — without producing a single invoice for any of the four. "Expenses incurred" under the contract requires documentation of actual costs at actual alternative properties. As set out in Section 9, none of the four charges meet that standard.
Reservation 2349105939 (Menzen) requires separate explanation: Partner Central shows it was canceled on Dec 11, 2025 — thirteen days before my first closure-related notification to Expedia. The relocation clause triggers only when a partner "is, or reasonably believes that [they] will be, unable to honor a Booking." No closure-related inability existed on Dec 11. Expedia must explain on what independent basis this reservation was canceled and why a 72,112.78 THB relocation cost attaches to it.
Note also: reservation 2293553587 shows a sidebar ID of #2360150211 in Partner Central but appears in your email as 2293553587. Please clarify this discrepancy.
The following points are drawn from emails sent by Expedia, which I have on file:
Expedia's reservation services team (signed "Frank S., Reservation Support Services") wrote to guest Liviu Craciun on Dec 25, 2025 at 12:17 PM, informing him the property "unfortunately cannot honor" his Dec 27 booking and offering to find him a new booking at no additional cost to him. This email establishes that Expedia was already acting on the closure information before sending me any relocation cost notice.
One hour after emailing the guest, Expedia sent me a "Cost Involved for Expedia Relocation" email on Dec 25 at 1:13 PM, naming Liviu Craciun and stating the reason as "Temporary Closure." But my Partner Central message notifying Expedia that the villas were full had already been sent on Dec 24 at 7:09 PM — more than 18 hours before Expedia's own relocation cost email.
Expedia had the notification. Expedia proceeded with relocation anyway. I am now being charged for a cost Expedia chose to incur after receiving my notification.
On Dec 26, 2025, 9:39 AM, Mickole Yesid of the Expedia Group lodging support team opened case 147713339 regarding reservation 2357240861 (Jacqueline Lindgren). In that case email, Expedia wrote:
"We can also confirm the reservation since it is viewable in Expedia Partner Central and there is evidence of your communication with the guest through the Expedia Partner Central message center with this regards."
This is Expedia confirming in writing, on an official case, that my closure notice is documented in your own system. Expedia cannot now claim I failed to notify when Expedia's own support team already documented otherwise.
In your Apr 13, 2026 email, you wrote:
"A temporary closure was placed on this property, and as a result the above guests were relocated. The amounts listed above correspond to the relocation costs. Since no relocation invoices have been issued, these amounts have instead been reflected as credit memos, which is why they have been applied."
This is Expedia's own admission that the 208,992.79 THB is not backed by actual invoices from replacement properties. On what basis were the amounts calculated? Which specific alternative properties did Expedia book the guests into, on which dates, at which rates, and at what actual invoiced cost? Absent that documentation, these are unsubstantiated charges, not documented relocation costs.
Please provide, for each of the four reservations:
The absence of such documentation requires the immediate voiding of the memos. The existence of documentation would not by itself validate the charges — each reservation presents independent grounds for dispute as detailed in Section 9, which apply regardless of what documentation Expedia may now produce.
Partner Central shows this reservation was Canceled on Dec 11, 2025 for a stay of Dec 28 – Jan 8. My earliest closure-related notification to Expedia was Dec 24, 2025 (Craciun thread) and my explicit closure statement ("we closed all our villas with Expedia") was Dec 26. A cancellation that occurred almost two weeks before any closure cannot have been caused by that closure. Please explain on what basis a 72,112.78 THB relocation cost was attributed to a cancellation that predates the event Expedia cites as its cause.
Partner Central shows this reservation as Checked out with THB 65,139.73 paid for a stay of Jan 5 – Jan 20, 2026. If the guest stayed at Baan Tropicana, there was no relocation — the guest did not go to a replacement property. On what basis is a 22,527.96 THB relocation cost charged for a guest who completed her stay at my property? Additionally, your email references ID 2293553587 but Partner Central shows sidebar ID #2360150211 for this guest; please confirm which reservation the memo actually attaches to.
My Partner Central message went out Dec 24, 7:09 PM. Expedia's "Cost Involved for Expedia Relocation" email to me went out Dec 25, 1:13 PM — more than 18 hours later. Expedia had the notice and chose to proceed with a paid relocation anyway. 79,280.09 THB is not a cost I caused — it is a cost Expedia elected to incur after receiving my notification.
On Dec 26, 2025 at 22:14 (Thailand time) I confirmed in writing that Expedia had agreed to process a refund to the guest. I then formally consented in writing on Dec 26 and again Dec 31, 2025, that Jacqueline Lindgren was entitled to a refund in full for the whole period of her reservation. That consent applies to refunding the guest — returning the guest's own money. It does not constitute, and must not be interpreted as, consent for Expedia to charge Baan Tropicana 35,071.96 THB for an unrelated relocation transaction with a replacement property. Refund-to-guest and relocation-cost-billed-to-partner are two separate financial events; my consent extended only to the first.
My Partner Central message for reservation 2357240861, timestamped Fri Dec 26: "Please call me asap, I've tried to get through on Thai number. Every time I'm told there was a problem trying again."
Expedia's own Thailand support infrastructure failed at the critical moment I was escalating.
Across all four message threads on the disputed reservations, there is no communication from Expedia notifying me of a relocation, presenting a cost breakdown, or seeking my acknowledgment. Credit memos of 208,992.79 THB were created without a single notification through the very channel Expedia itself provides for partner-guest coordination — the same channel Mickole Yesid confirmed (section 2c) contains my closure notices.
During that four-month period, Expedia continued to block payments I was owed (Louis Bischof, 2298137210). The specifics were not withheld because they were unknown — they were withheld despite my repeated, documented requests across multiple cases. The Apr 14 booking (Jan Liem) is a direct continuation of the same pattern: Expedia's booking systems and Expedia's financial/dispute teams are not coordinated, and guests continue to be put at risk as a result.
Expedia's current lodging partner terms (EC/ETP EMEA), Section C.2.c, state:
"[The hotel] will immediately (i) notify Expedia of such inability, (ii) relocate the affected guest to a comparable property with an equivalent or higher Expedia star class rating, (iii) pre-pay or make other arrangements to cover the room charges at such property for the nights in question and all transportation and associated relocation costs to such property, and (iv) waive any additional fees… Expedia reserves the right to perform items (ii) and/or (iii) above directly, in which case You agree to reimburse Expedia for all expenses (including any Taxes) incurred by Expedia in securing such alternative arrangements, including applicable room charges at the alternative property and associated guest relocation costs."
For a relocation charge to be contractually valid, the following conditions must all be satisfied simultaneously:
Condition A fails. Partner Central shows this reservation was canceled on Dec 11, 2025 — thirteen days before my first closure-related notification to Expedia (Dec 24) and fifteen days before any explicit closure statement (Dec 26). The trigger condition must exist at the time of the relevant event. No closure or inability existed on Dec 11. Expedia cannot retroactively attach a closure-based relocation charge to a cancellation that predates the closure by two weeks. Expedia must explain on what independent basis — not related to the December closure — this reservation was canceled and what event on or before Dec 11 made Baan Tropicana unable to honor it.
Conditions A and B both fail. Partner Central shows this reservation as "Checked out" with THB 65,139.73 paid to Baan Tropicana for a stay of Jan 5–20, 2026. If the guest stayed at Baan Tropicana, the booking was honored — the trigger condition ("unable to honor") never arose, and no relocation took place. A relocation clause cannot apply to a booking that was successfully completed. The charge of 22,527.96 THB has no contractual basis under this clause.
Condition A is satisfied. Conditions C, D, and E all fail. Condition C fails on your own Apr 13 admission — no invoices exist; "expenses incurred" requires documented costs, not credit memos derived from an undisclosed formula. Condition D fails because the alternative property has never been disclosed. Condition E fails because Expedia emailed the guest at 12:17 PM on Dec 25 that the property "cannot honor" the booking, then emailed me 56 minutes later at 1:13 PM asking if I could "accommodate the guest and prevent the relocation." By the time I received Expedia's message, the guest had already been told — Expedia had exercised its secondary right before giving me a meaningful opportunity to perform the relocation myself, potentially at lower or zero cost.
Condition A is satisfied. Conditions C and D fail for the same reasons as Craciun — no invoices, no alternative property disclosed. Additionally: on Dec 26 and Dec 31, 2025, I consented in writing to refunding Jacqueline Lindgren in full for the whole period. That consent applied to returning the guest's own money. It did not and cannot constitute consent to a separate transaction charging Baan Tropicana for relocation costs billed to a third-party alternative property. Refund-to-guest and relocation-cost-billed-to-partner are contractually distinct events; my consent extended only to the first.
| Reservation | A: Trigger existed | B: Relocation occurred | C: Expenses documented | D: Comparable property disclosed | E: Jon given chance first |
|---|---|---|---|---|---|
| Menzen 2349105939 | ❌ Predates closure by 13 days | Unknown | ❌ No invoices (Nisha Apr 13) | ❌ Not disclosed | N/A |
| Kalyoncu 2293553587 | ❌ Guest stayed and checked out | ❌ No relocation | ❌ No invoices (Nisha Apr 13) | N/A | N/A |
| Craciun 2356705173 | ✅ | Possibly | ❌ No invoices (Nisha Apr 13) | ❌ Not disclosed | ❌ Expedia acted first |
| Lindgren 2357240861 | ✅ | Possibly | ❌ No invoices (Nisha Apr 13) | ❌ Not disclosed | Unclear |
No single reservation satisfies all conditions required by Section C.2.c. The memos must be voided in full.
I formally dispute all four credit memos referenced in your Apr 13, 2026 email — reservations 2349105939, 2356705173, 2293553587, 2357240861, totaling 208,992.79 THB — in full. The evidence above is drawn entirely from Expedia's own Partner Central records, Expedia's own email correspondence, and Expedia's own published partner terms. It includes Mickole Yesid's Dec 26, 2025 case email 147713339 (explicitly confirming my closure notice is in Expedia's system), and your own Apr 13 email admitting no relocation invoices exist.
I respectfully request a written response within 5 business days, along with direct contact details for my Market Manager. My mobile is available 24/7: +66 64 1600 381.
Thank you,
Jon Buckley
Baan Tropicana (11530693)