Expedia Dispute — Case #151660300 — Escalation Pack

Baan Tropicana (11530693) · 208,992.79 THB · Nisha refused to void memos (Apr 20) · Escalating

Actions (do in this order)

  1. Reply to Nisha — CC executives, rebuttal with factual contradictions
  2. Email to Expedia executives — direct escalation to VP + Senior Director
  3. BBB complaint — triggers executive resolution team
  4. Letter Before Claim (UK) — formal pre-action letter to Expedia.com Limited
ACTION 1 — Reply to Nisha (CC executives)
To: partnercentral@expedia.com
CC: damcaughan@expediagroup.com, fijarrold@expediagroup.com
Subject: Re: Your inquiry related to case # 151660300 [ ref:!00DC00PxQg.!500PE0gN7Wv:ref ]

Hi Nisha,

Thank you for your response of April 20. It does not, however, provide a valid basis for maintaining the credit memos. Your internal review contains two factual contradictions with Expedia's own Partner Central records, the core documentation failure remains unresolved, and six requests from my previous letter received no response.

I am copying David McAughan (VP) and Fiona Jarrold (Senior Director, Global Operations) on this email because I have requested escalation to my Market Manager three times in this case and received no response. This matter is not resolvable at tier-1 support level.

1. The December 25 closure claim is factually impossible for reservation 2349105939 (Menzen)

Your email states that reservations 2349105939, 2356705173, and 2293553587 were "automatically triggered after the partner submitted a closure via Expedia Partner Central on December 25th."

This explanation cannot apply to reservation 2349105939 (Fabienne Menzen). Expedia's own Partner Central records show this reservation was canceled on December 11, 2025 — fourteen days before December 25. An automatic system trigger on December 25 cannot have caused a cancellation that occurred fourteen days earlier.

Expedia's internal review has produced an explanation that contradicts Expedia's own records. Either the cancellation of this reservation on December 11 was caused by a different event that Expedia has not disclosed, or the review did not examine the actual Partner Central data for this reservation.

The 72,112.78 THB credit memo cannot stand on the basis of an explanation that is factually impossible.

2. "Alternative accommodation was secured" for reservation 2293553587 (Kalyoncu) is contradicted by Expedia's own records

Your email states that for reservation 2293553587 (Selin Kalyoncu), "our relocation team arranged alternative accommodations."

Expedia's own Partner Central records show this reservation as Checked out, with THB 65,139.73 paid to Baan Tropicana for a stay of January 5–20, 2026. The guest stayed at Baan Tropicana for the full duration of her reservation.

These two statements cannot both be true. If the guest was relocated to alternative accommodation, she cannot also have stayed at Baan Tropicana and paid in full. If she stayed and paid at Baan Tropicana, the booking was honored — no relocation occurred, and no relocation charge can attach under Section C.2.c.

If Expedia's position is that alternative accommodation was secured but not used, please produce evidence: the property name, the check-in and check-out dates, and the invoiced amount. If this evidence does not exist, the 22,527.96 THB credit memo must be voided immediately.

3. "Alternative accommodation was secured" is still not documentation — for any of the four reservations

For all four reservations, your response confirms that relocation occurred but produces no documentation of what was actually spent. There is still no property name, no booking dates, no invoiced amount, and no ledger entry for any of the four cases.

Section C.2.c requires reimbursement of "all expenses incurred" — actual, documented expenses. Your April 13 email confirmed: "no relocation invoices have been issued." That admission remains on the record. Asserting that relocation occurred does not satisfy Condition C of the contract. The amounts charged — 208,992.79 THB — remain unverifiable.

4. Six requests from my previous letter — no response provided

Your reply addresses only whether relocations were valid. The following remain formally outstanding:

  1. Void all four credit memos — I note your refusal and formally maintain this request pending the factual clarifications above.
  2. Release the Louis Bischof payment (reservation 2298137210, ~18,700 THB) — no response.
  3. Escalate to my Market Manager — no name, email, or phone number provided. This is the third time I have made this request.
  4. Ness Rzg payout confirmation (reservation 2425958282) — no response. If written confirmation that this payment will not be offset against disputed memos is not received within 5 business days, I will cancel this reservation and settle payment directly with the guest.
  5. Statutory interest (Late Payment of Commercial Debts (Interest) Act 1998) — the clock continues to run on all withheld sums.
  6. Jan Liem (reservation 2438020400, May 1–10) — no response. Cancel this reservation or confirm in writing within 2 days that full payment will be released to Baan Tropicana on normal terms. If no written confirmation is received within 2 days of this email, I will cancel this reservation myself to give the guest adequate time to arrange alternative accommodation before the May 1 check-in. It would not be fair to the guest to leave this unresolved any longer. All resulting relocation and compensation costs will be Expedia's sole liability.

5. Formal notice of escalation

Expedia's internal review contains at minimum one factual impossibility (a December 25 trigger cannot cause a December 11 cancellation) and one direct contradiction with Expedia's own system records (a guest who was relocated but also stayed at Baan Tropicana and checked out). These are not interpretation disputes. They are errors in Expedia's own investigation.

I have today filed a formal complaint with the Better Business Bureau. I have also instructed that a Letter Before Claim be sent to Expedia.com Limited at its registered UK office (407 Angel Building, St John Street, London, EC1V 4EX) under the Pre-Action Protocol for Debt Claims. If this matter is not resolved within 14 days, I will file a money claim with the County Court.

I am available 24/7 on +66 64 1600 381.

Jon Buckley
Baan Tropicana (11530693)

Copy the text above into the existing Nisha thread. Do not change the subject line. Add the CC addresses before sending.
ACTION 2 — Direct email to Expedia executives
To: damcaughan@expediagroup.com, fijarrold@expediagroup.com
CC: argorin@expediagroup.com
Subject: Partner dispute — 208,992.79 THB in unsupported credit memos — Baan Tropicana (11530693) — Case #151660300

Dear Mr McAughan, Ms Jarrold,

I am a lodging partner (Baan Tropicana, Koh Samui, Thailand, HTID 11530693) writing because tier-1 support has been unable to resolve a significant billing dispute, and three requests to escalate to my Market Manager have gone unanswered.

The issue in brief:

Expedia has applied four credit memos totaling 208,992.79 THB (~$5,800 USD) to my account for alleged guest relocations in December 2025. These memos have blocked all payouts to my property since December 2025, including payments for guests who stayed and checked out normally.

Why the memos cannot stand:

What I need:

  1. Void all four credit memos (208,992.79 THB)
  2. Release the withheld Louis Bischof payment (~18,700 THB, reservation 2298137210)
  3. Assign me a Market Manager with direct contact details

Timeline: This dispute has been open since December 2025 across five separate support cases and six different agents (Dalianis, Adnan, Oritza, Alma, Rocio, Nisha). I have been requesting specifics since February 2026. Nisha provided the first itemized breakdown on April 13, 2026 — four months after the events.

I have today filed a BBB complaint and a Letter Before Claim has been sent to Expedia.com Limited at its UK registered office. If this is not resolved within 14 days, I will file a money claim with the County Court under English law, which governs this contract.

I am available 24/7 at +66 64 1600 381 and would welcome a call to resolve this quickly.

Regards,

Jon Buckley
Baan Tropicana, Koh Samui, Thailand
Expedia Partner ID: 11530693

Send this as a separate email (not in the Nisha thread). This goes directly to executives.
ACTION 3 — BBB complaint
File at: https://www.bbb.org/file-a-complaint/1296-71000802/form
Company: Expedia.com (BBB ID: 71000802, Seattle WA)

Nature of complaint: Billing/Collection Issues

Desired resolution: Billing Adjustment

Complaint text (paste into form):

I am a lodging partner (Baan Tropicana, Koh Samui, Thailand, property ID 11530693) disputing four credit memos totaling 208,992.79 THB (~$5,800 USD) that Expedia applied to my account in case #151660300.

Expedia claims the memos are for guest relocations during a "Temporary Closure" in December 2025. The charges are unsupported:

1. Expedia's own agent confirmed on April 13, 2026 that "no relocation invoices have been issued." No property names, booking dates, or invoiced amounts have ever been provided for any of the four alleged relocations.

2. One reservation (2349105939, Menzen) was canceled on December 11, 2025 — 14 days before the December 25 closure date Expedia cites. On April 20, Expedia attributed this to the December 25 closure. This is a factual impossibility.

3. One reservation (2293553587, Kalyoncu) shows as "Checked out" in Expedia's own system with THB 65,139.73 paid to my property for a full stay of January 5–20, 2026. The guest was never relocated — she stayed at my property. On April 20, Expedia claimed "alternative accommodations were arranged."

These memos have blocked all payouts to my property since December 2025, including ~18,700 THB owed for a separate guest (Louis Bischof, reservation 2298137210) who stayed and checked out normally.

I have requested escalation to my Market Manager three times. Each request has been ignored. The tier-1 agent (Nisha) denied the dispute on April 20 based on an internal review that contradicts Expedia's own Partner Central records.

I am requesting: (1) all four credit memos voided, (2) withheld payments released, (3) a Market Manager assigned with direct contact.

File at bbb.org. Copy the text between the lines above into the complaint form. Takes ~15 minutes.
ACTION 4 — Letter Before Claim (UK Pre-Action Protocol)
Send to: EXPEDIA.COM LIMITED, 407 Angel Building, St John Street, London, EC1V 4EX (Company no. 03847519)
Also send by email to: damcaughan@expediagroup.com, fijarrold@expediagroup.com
Method: Royal Mail International Tracked (keep tracking number) + email copy

Baan Tropicana
Koh Samui, Thailand
baantropicana721@gmail.com
+66 64 1600 381

[DATE]

EXPEDIA.COM LIMITED
407 Angel Building
St John Street
London EC1V 4EX

LETTER BEFORE CLAIM

Re: Baan Tropicana (Partner ID 11530693) — Expedia Case #151660300 — Disputed credit memos totaling 208,992.79 THB

Dear Sirs,

I am writing in accordance with the Pre-Action Protocol for Debt Claims (Practice Direction — Pre-Action Conduct and Protocols). This letter constitutes formal notice of my intention to issue proceedings in the County Court if this matter is not resolved within 30 days of the date of this letter.

The claim

I am a lodging partner of Expedia Group, operating Baan Tropicana (Koh Samui, Thailand, Expedia HTID 11530693) under Expedia's EC/ETP EMEA partner agreement, which is governed by English law with exclusive jurisdiction in the English courts.

Expedia has applied four credit memos totaling 208,992.79 THB (approximately £4,600) to my account in connection with alleged guest relocations in December 2025. These memos have been used to block all payouts to my property since December 2025, including amounts owed for guests who completed their stays.

Why the memos are not valid

Section C.2.c of the partner agreement permits Expedia to charge relocation costs only where (i) the partner was unable to honor a booking, (ii) Expedia actually performed a relocation, and (iii) Expedia incurred documented expenses at an alternative property. None of the four charges satisfy these conditions:

  1. No documentation exists for any of the four charges. Expedia's agent confirmed on April 13, 2026: "no relocation invoices have been issued." No property names, dates, or invoiced amounts have been provided.
  2. Reservation 2349105939 (72,112.78 THB): Canceled on December 11, 2025 — fourteen days before the December 25 closure event Expedia cites. On April 20, 2026, Expedia attributed this cancellation to the December 25 closure, which is a factual impossibility.
  3. Reservation 2293553587 (22,527.96 THB): Expedia's own Partner Central records show this guest as "Checked out" with THB 65,139.73 paid to my property for a full stay of January 5–20, 2026. The guest was never relocated. On April 20, 2026, Expedia claimed "alternative accommodations were arranged," contradicting their own records.
  4. Reservations 2356705173 (79,280.09 THB) and 2357240861 (35,071.96 THB): No invoices, no alternative property names disclosed, and no evidence that documented expenses were incurred.

Additional sums withheld

Expedia has also withheld approximately 18,700 THB owed for reservation 2298137210 (Louis Bischof), a guest who stayed and checked out normally. This payment has been blocked since December 2025 by offsetting against the disputed credit memos.

What I am claiming

  1. Voiding of all four credit memos: 208,992.79 THB
  2. Release of the Louis Bischof payment: approximately 18,700 THB
  3. Statutory interest under the Late Payment of Commercial Debts (Interest) Act 1998 on all sums withheld from the dates they became due
  4. Costs

What you need to do

Please respond within 30 days of the date of this letter with either:

  1. Confirmation that all four credit memos have been voided and all withheld payments released; or
  2. A full explanation of the factual basis for each charge, including: the name of each alternative property, the dates of each alternative booking, and the actual invoiced amount Expedia paid for each — together with copies of the supporting invoices.

If I do not receive a satisfactory response within 30 days, I intend to issue proceedings in the County Court without further notice. The court may consider this letter when deciding questions of costs.

I would prefer to resolve this matter without litigation and am willing to discuss a commercial resolution at any time. I am available at +66 64 1600 381 or baantropicana721@gmail.com.

Yours faithfully,

Jon Buckley
Baan Tropicana

Print and send via Royal Mail International Tracked to the London address. Also email a PDF copy to the executive addresses. Keep the tracking number.

Reference: Email thread

From: Expedia Group (partnercentral@expedia.com)
Date: Apr 20, 2026, 12:30 PM
Subject: Your inquiry related to case # 151660300

This email is regarding Account: Baan Tropicana (11530693)

Dear Jonathan,

Thank you for contacting Expedia Group.

In regards to case ID 151660300, as per your request regarding the relocations, I raised this matter with our internal team for further investigation.

Regarding reservation 2357240861, they confirmed that our team performed a relocation after the property notified the traveler that rooms were no longer available. Alternative accommodation was secured to ensure the guest was not left without lodging.

For the remaining reservations 2349105939, 2356705173, and 2293553587, our review confirms that these cases were automatically triggered after the partner submitted a closure via Expedia Partner Central (EPC) on December 25th, which impacted the travelers' stay dates. To prevent any disruption, our relocation team arranged alternative accommodations for all affected travelers.

Based on this review, in all four cases the relocations were found to be valid and supported by justified reasons. Therefore, we are unfortunately not able to reverse the credit memos at this time.

I am really sorry for any inconvenience this situation may have caused.

Kind Regards, Nisha
Expedia Group lodging support team · Case: 151660300

From: Jon Buckley (baantropicana721@gmail.com)
Date: [Jon's formal dispute letter — sent in reply to Nisha's Apr 13 email]
Subject: Re: Your inquiry related to case # 151660300

Full 10-section dispute letter with: notification timestamps, Expedia's own emails, Nisha's Apr 13 "no invoices" admission, per-reservation anomalies, timeline of 5 cases / 6 agents, T&C Section C.2.c 5-condition framework with per-reservation analysis, formal requests (6 items), and 5-business-day deadline.

See previous version of this page for the full text, or the Obsidian note at Work / Baan Tropicana / Expedia / Expedia Dispute — Case 151660300.

From: Expedia Group (Nisha)
Date: Apr 13, 2026, 12:50 UTC
Subject: Your inquiry related to case # 151660300

Nisha lists the four credit memos for the first time — four months after the underlying events:

"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."

Memos: Menzen 72,112.78 + Craciun 79,280.09 + Kalyoncu 22,527.96 + Lindgren 35,071.96 = 208,992.79 THB

Escalation contacts

WhoRoleEmailUse for
David McAughanVice Presidentdamcaughan@expediagroup.comCC on rebuttal + direct email
Fiona JarroldSr Director, Global Opsfijarrold@expediagroup.comCC on rebuttal + direct email
Ariane GorinCEOargorin@expediagroup.comCC on executive email only
NishaTier-1 lodging supportpartnercentral@expedia.comReply to existing thread
EntityAddressUse for
Expedia.com Limited (UK)407 Angel Building, St John Street, London, EC1V 4EX
Company no. 03847519		Letter Before Claim (Royal Mail International Tracked)
Expedia Group Inc. (US HQ)1111 Expedia Group Way W, Seattle, WA 98119BBB complaint entity
BBB filing pagebbb.org/file-a-complaint/1296-71000802/form