Understanding the relocation process

In the unlikely event that a property can no longer honor a booking, a relocation will be required.

Situations which could lead to relocation include:

• Property maintenance reducing the number of rooms available

• Unforeseen property closures

• Overbooking at the property

A property relocation can take two forms:

• Pre-stay relocations: occurs when a property informs Expedia that they are unable to honor a confirmed Expedia booking.
• At check-in relocations: may occur when the property does not inform Expedia in advance, and the traveler reaches the property and is unable to check-in.

Here’s how the relocation process typically works:

1. Expedia TAAP contacts you (or you contact us)

In the case of a pre-stay relocation, and as soon as we're notified by the property that relocation is needed, our specialist reservation services team will reach out to you.

In the case of a check-in relocation, it's critical that you reach out immediately to our agent support team, so we can mediate with the property and try and get the booking honored.

In the case of Vrbo Host Cancellations, read below.

2. We let you know the options available

If the property can't honor the booking, our reservation services team will list out the options available to you. Typically, these are:

2.1. Cancellation (opt-out)

If your booking dates are flexible, or the booking is no longer required, we will offer you the option to cancel the booking for a full refund.

2.2. Standard relocation (relocation by Expedia TAAP)

To ensure our reservation services provide you with the best alternative properties, they will ask you to identify the traveler's key reasons for making the original booking. For example, did your traveler intend a spa break, a room with a sea view, a city-break within walking distance of a specific tourist attraction, etc. Understanding the traveler's needs will help us locate a suitable alternative property. If no reasons are provided, our reservation services team will find an alternative based on:

• The best match in quality terms to the original property in quality (i.e. 5 stars, amenities, etc.)

• The best match in location to the original property (i.e. within 1 mile)

2.3. Agency relocation (your own arrangements)

If you choose this option, our reservations services team will cancel the original booking and fully refund the cost to the original payment method, We will then provide your agency with an approved budget to make a new booking on Expedia TAAP with. This gives your agency the extra flexibility to arrange the new booking directly with the traveler, while still earning commission on the new booking (even if more expensive than the original booking). All you need to do is send our relocations team the receipt of your new booking, for full reimbursement of the cost difference, should this apply.

3. You confirm the alternative property

It's important to note that if you choose to opt-out of the standard relocation process, as offered by Expedia TAAP, and in case your agency is not eligible for handling its own relocation (i.e. agency relocation as described above), you'll be refunded 100% of the original booking amount. The cost of making a new booking will then be with your agency, so you won't be able to claim a refund for any extra costs that may have incurred as a result.

Vrbo relocations

Please note, for Vrbo Host Cancellations, the process differs from the outlined above. It's important to note that:

• If a Host cancels an upcoming Vrbo booking, your agency will receive a cancellation email to the email address used on the original booking.
• On receipt of this email, you should contact Expedia TAAP agent support who will transfer the call to Vrbo, where you can discuss your options according to the booking policy in place.

There will be two types of scenarios when it comes to a Vrbo property:

• If the Vrbo Host cancels a booking that is not covered by Vrbo's own “Book with Confidence” guarantee. The booking will be cancelled, and the payment will be fully refunded to your agency on the original payment method.

Your agency is then free to find alternative accommodation for the traveler.

• If the Vrbo Host cancels a booking that is covered by Vrbo's “Book with Confidence” guidelines. The booking will be cancelled and fully refunded back to your original payment method.

Your agency can then arrange alternative lodging for the traveler, and send the booking receipt to Vrbo directly, who will pay for any extra costs incurred for the new booking, up to 100% of the original booking cost, as long as it's booked with Expedia owned inventory.

For example, suppose a $1,000 booking is cancelled and fully refunded back to the Agency. Once a new booking is made, Vrbo will compensate up to $1,000 for a new booking, giving your agency a max budget of $2,000. If there is no inventory available at this price, the Agency needs to speak further to Vrbo support, who will be able to assist you further.

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