Barbara Kaplan, Swarthmore, Pa.
You waited until the morning after to take this up with a manager. I’m not sure I would have been that patient. The best time to address a consumer grievance is at the moment it happens — when you can show a hotel employee the red welts that are keeping you awake. The Renaissance might have been able to offer you a different room, or perhaps even a room at another Marriott hotel in the area, in order to make your stay more comfortable.
If the hotel refunded Expedia directly instead of sending the money back to your card, there would have been a little lag time. But how much? It’s not that unusual to wait two to three billing cycles for the money to appear.
But as a practical matter, Expedia should send you the money as soon as it gets it. If it doesn’t, you could contact the hotel (which you did) and the online travel agency. A written request probably would work best.
I contacted Expedia on your behalf, and it refunded your room rate, minus $247 for the first night you spent at the Renaissance. When the assistant manager told you he would cancel your “full” reservation, he meant that he would cancel the entire remaining reservation. Had you notified the hotel of your health issues sooner, and checked out before the morning, I might have been able to push for a refund of the entire amount, particularly if a hotel representative had offered you all of your money back. But the partial refund is enough to close this case.