Baan Tropicana (11530693) · 208,992.79 THB · Nisha refused to void memos (Apr 20) · Escalating
Hi Nisha,
Thank you for your April 20 response. I am copying David McAughan (VP) and Fiona Jarrold (Senior Director, Global Operations) because I have repeatedly requested my Market Manager's contact details and received none. This is not resolvable at tier-1 level.
Your internal review has two factual problems:
Menzen (2349105939, 72,112.78 THB): You state this was "automatically triggered after the partner submitted a closure via Expedia Partner Central on December 25th." But Partner Central shows this reservation was canceled on December 11, 2025 — fourteen days before December 25. A December 25 trigger cannot have caused a December 11 cancellation. Either the review did not check the actual data, or the cancellation was caused by something Expedia has not disclosed.
Kalyoncu (2293553587, 22,527.96 THB): You state "our relocation team arranged alternative accommodations." But Partner Central shows this reservation as Checked out, with THB 65,139.73 paid to Baan Tropicana for a full stay of January 5–20, 2026. If the guest stayed and paid at my property, no relocation occurred and no relocation charge can apply.
No documentation for any of the four: Your response confirms relocations but still produces no property names, no booking dates, no invoiced amounts. Your own April 13 email confirmed "no relocation invoices have been issued." Section C.2.c requires actual documented expenses. 208,992.79 THB remains unverifiable.
Outstanding requests — none addressed in your reply:
I have filed a formal BBB complaint and instructed that a Letter Before Claim be sent to Expedia.com Limited (407 Angel Building, St John Street, London, EC1V 4EX) under the Pre-Action Protocol for Debt Claims. If not resolved promptly, I will file a money claim with the County Court.
Available 24/7: +66 64 1600 381.
Jon Buckley
Baan Tropicana (11530693)
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:
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
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.
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.
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.
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:
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.
Please respond within 30 days of the date of this letter with either:
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
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
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.
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
| Who | Role | Use for | |
|---|---|---|---|
| David McAughan | Vice President | damcaughan@expediagroup.com | CC on rebuttal + direct email |
| Fiona Jarrold | Sr Director, Global Ops | fijarrold@expediagroup.com | CC on rebuttal + direct email |
| Ariane Gorin | CEO | argorin@expediagroup.com | CC on executive email only |
| Nisha | Tier-1 lodging support | partnercentral@expedia.com | Reply to existing thread |
| Entity | Address | Use 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 98119 | BBB complaint entity |
| BBB filing page | bbb.org/file-a-complaint/1296-71000802/form | |