Excellence Punta Cana - Adults Only All Inclusive

To Whom It May Concern, I am writing in regards to a reservation with Expedia Group that they claim was denied for a refund or reinstatement by Excellence. I was informed by Expedia that I would receive a refund after canceling within 24 hours and having purchased trip protection. However, Expedia later stated that your hotel would not honor my refund or reinstate my reservation, claiming that my reservation was non-refundable. I was not informed of this non-refundable policy, which resulted in the forfeiture of my reservation and a significant financial loss. It is concerning that Expedia Group allows customers to pay more for a non-refundable room when garden view rooms are refundable. This discrepancy, combined with the use of a virtual agent, appears to be a tactic to confuse consumers and place blame on them. I believe that if my reservation could not be refunded, it should at the very least be reinstated. We all make mistakes, and to simply charge someone for an oversight without offering any remedy is incredibly frustrating, especially during these challenging economic times when people work hard for their money. I believe both Expedia and Excellence should make their policies very clear to all guests before they cancel, to prevent this from happening to others. To simply ignore the situation and state that a refund is not possible is unacceptable. I was led to believe my reservation was refundable, and I canceled my protection insurance based on this understanding. Had I known otherwise, I would have simply filed a claim. I am asking for someone to please do the right thing and help me. I sincerely hope that Excellence will find it in their hearts to provide a refund for what was a huge oversight on my part. Please do not punish me simply because of a technicality. I genuinely love this resort and the excellent people who work there. I look forward to hearing back from your team. Best regards, John Gonzalez