Ontario couple’s $4,000 booking mistake highlights why travel advisors matter

What should have been a celebratory first anniversary trip to Jamaica turned into a costly misstep for a London, ON couple — one that travel experts say could have been avoided with professional guidance.

Lizanne Hasmatali and her husband had planned to book to stay at Bahia Principe Luxury Runaway Bay with flights in March, using Expedia. But just minutes after completing their reservation, they noticed something was off.

“Right after we booked it we realized that it just included the hotel option, so we cancelled it immediately and we were going to rebook it properly,” Hasmatali told CTV News, which first reported the story.

Despite acting quickly — within 10 minutes — their cancellation came at a steep cost.

“They saw that we cancelled in ten minutes, but it didn’t matter. What mattered is that it was nonrefundable,” she told the outlet.

Ultimately, they were out $4,183 — money they had spent a year saving. Without that refund, rebooking the trip was out of reach, and their anniversary plans were scrapped altogether, the report says. 

Reading the fine print 

Their experience serves as a sobering reminder that online bookings come with fine print that’s easy to miss — and costly to ignore.

When CTV News contacted Expedia on the couple’s behalf, the company stated: “If a traveller realizes they’ve made a mistake on a non-refundable hotel booking or one that is past the penalty-free window, they should contact support via the Expedia 24×7 Virtual Agent available on our mobile app or website. Ultimately, the decision whether or not to allow additional flexibility is up to the hotel, and Expedia follows our hotel partners’ policies for cancellations and refunds.”

Industry experts say stories like this are becoming more common — and preventable.

“It’s important to take your time when making a booking,” Richard Smart, president and CEO of the Travel Industry Council of Ontario (TICO), told CTV.

As Ontario’s travel regulator, TICO oversees consumer protections within the province’s travel sector. But Smart says those protections can only go so far if travellers make costly mistakes before asking for help.

“Look before you book. Be very careful and read the terms and conditions,” he told the outlet.

Smart noted that using a registered travel agent can help avoid these types of pitfalls. Advisors can walk clients through refund policies, ensure the details are accurate, and act as advocates when things go wrong.

TICO, along with CTV News, reached out to Expedia on the couple’s behalf, and in the end, the company agreed to refund the full amount.

“Given the circumstances, we worked with Bahia Principe Luxury Runaway Bay on Ms. Hasmatali’s behalf to provide a refund as a one-time courtesy. The payment should reflect in her account within 7-10 business days,” Expedia said in a statement.

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