Expedia Dispute — Case #151660300 — Escalation Pack

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:

• No documentation exists. Your agent Nisha confirmed on April 13, 2026: "no relocation invoices have been issued." Section C.2.c requires reimbursement of "expenses incurred" — but no property names, booking dates, or invoiced amounts have ever been provided for any of the four relocations.
• One reservation was canceled 14 days before any closure. Reservation 2349105939 (Menzen) was canceled on Dec 11, 2025. On April 20, Nisha attributed this to a "closure submitted on December 25th." A Dec 25 event cannot have caused a Dec 11 cancellation. This factual impossibility calls the entire internal review into question.
• One guest was never relocated. Reservation 2293553587 (Kalyoncu) shows as "Checked out" in Partner Central with THB 65,139.73 paid to Baan Tropicana for a full stay of Jan 5–20, 2026. On April 20, Nisha stated "alternative accommodations were arranged." Both cannot be true.

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

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.

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