The Costly Click
As reported by PAXnews, Lizanne Hasmatali and her husband were booking a celebratory first-anniversary trip to Jamaica. They selected their dream resort—Bahia Principe Luxury Runaway Bay—and completed the booking on Expedia. But moments later, they realized something was wrong: the reservation included only the hotel, no flights.
They acted quickly—cancelling the booking within 10 minutes—but it didn’t matter. The hotel was non-refundable. Despite their speed in cancelling, they were still out $4,183. Without that refund, rebooking the trip was out of reach. Their story, while unfortunate, isn’t uncommon—and it’s exactly why travel professionals urge caution when booking online.
When Booking Online Goes Wrong
Online booking platforms may seem convenient, but they’re also full of fine print, confusing options, and strict policies that are easy to overlook. One wrong click or missed detail can have serious consequences.
In this case, despite canceling within minutes, the couple was still subject to the hotel’s strict non-refundable policy. It wasn’t until CTV News (who first reported the story) and Ontario’s travel regulator (TICO) stepped in that Expedia worked with the hotel to issue a refund—as a one-time courtesy.
That kind of outcome isn’t guaranteed—and certainly not typical, as not every traveler will have the media or a regulatory body advocating on their behalf.
How a Travel Advisor Could Have Prevented It
Professional travel advisors are trained to navigate exactly these types of situations. Their job is to get every detail right the first time, walk clients through the terms and conditions, and make sure the trip being booked is truly what the traveler intended.
Here’s what using a travel advisor brings to the table:
✅ Clarity and Accuracy: To ensure that your booking includes what you think it includes—flights, transfers, baggage, insurance, and more.
✅ Guidance on Refund & Cancellation Policies: To explain what’s refundable, what’s not, and recommend protection plans to cover the unexpected.
✅ Mistake Prevention: Advisors catch small errors that can lead to big problems—like wrong travel dates, misspelled names, or incomplete packages.
✅ Advocacy When It Counts: If something does go wrong, you have a real person who knows who to contact, how to escalate issues, and how to advocate for you.
✅ Peace of Mind: Booking with a trusted advisor means less worry, less risk, and a better overall travel experience.
Travel Is an Investment—Protect It
For the this couple, what should have been a joyful celebration turned into disappointment, stress, and nearly $4,200 lost. While their story ended with a refund, not everyone is so lucky.
That’s why travelers—especially those booking special trips, group vacations, or big celebrations—should think twice before booking alone.
A professional travel advisor is more than a planner. They are a safety net, a guide, and a valuable advocate who can help ensure your vacation goes exactly as planned—or better.
