I booked and fully prepaid for 2 rooms at MarCant B.V. in the Netherlands through Expedia well in advance. When we arrived at the property, the front desk told us they were completely fully booked and refused to check us in or offer any solution.
When I contacted Expedia support, they claimed it was "subject to the hotel," completely ignoring the fact that my financial transaction was directly with Expedia, not the hotel.
Here is the current situation:
The Hotel (MarCant B.V.): Completely ignoring all calls and emails from both myself and Expedia support.
Expedia: Still "checking" after days of silence, and now demanding that I provide proof of payment for a reservation that already shows as confirmed and paid inside my own Expedia account.
It is unacceptable that a major platform can process your money immediately, fail to honor the reservation, pass the blame to a ghosting vendor, and then make you jump through administrative hoops just to get your refund.
Has anyone dealt with Expedia support dragging their feet like this? What is the fastest way to escalate this or trigger a dispute/chargeback with the bank?