To avoid penalties from Expedia for handling any reservations, including OOP/Low-price ones received through its affiliate channels (e.g., VRBO, Hotels.com, etc.), the following procedure must be followed:
1. Reservation Handling Through Expedia Affiliate Channels
When a reservation is received via an Expedia affiliate channel, note that guest contact information is typically not provided. The contact details visible in our reservation dialog usually belong to the Expedia affiliate channel representative, not the actual guest. This creates a communication barrier—especially in cases requiring guest ID verification, cancellation, or relocation—because the guest does not receive these requests from Hosteeva.
For example, when we send an ID verification link or a cancellation/relocation request to the guest, they do not actually receive it. As a result, they may fail to complete the mandatory ID verification, leading to automatic cancellation of the reservation. Similarly, if a cancellation is requested by local management, the guest is not informed, and this lack of communication can result in penalties from Expedia. Expedia holds Hosteeva responsible for cancellations where the guest is not properly notified.
2. Communication Guidelines
To avoid these penalties, we must ensure that all communications—including ID verification links, cancellation notices, and relocation requests—are sent to the email address provided in the reservation dialog. Expedia is then responsible for forwarding these messages to the guest.
All emails must include the following information:
-
Guest's first and last name
-
Check-in and check-out dates
-
Reservation ID
3. Cancellation & Relocation Process
A. If Hosteeva Has a Relocation Option:
When canceling a reservation with an Expedia agent due to OOP/Low price issues or at the request of local management, we must first check if we have a relocation option available—even if it involves an upgrade. If so, Hosteeva should handle the guest relocation directly and inform Expedia that we are managing the relocation. Additionally, we should request the guest's contact information from the Expedia agent so that we can notify the guest ourselves.
If we fail to do this before cancellation, Expedia may relocate the guest independently—often at a much higher price—and hold Hosteeva responsible for the additional cost.
B. If Hosteeva Has No Relocation Option:
When canceling a reservation with an Expedia agent due to OOP/Low price issues or at the request of local management—when Hosteeva has no relocation options available—Expedia should offer the guest alternative relocation options within 24-48 hours of cancellation to avoid last-minute price increases. Also, Expedia should notify Hosteeva about the relocation as soon as it is done, including the price of the relocation.