I booked a massage at the Banyan Tree on Koh Samui via Expedia back in 2021.
My email confirmation of the booking said I needed to contact a company Newway Travel via phone to confirm the reservation time. I attempted to call Newway Travel five times throughout via phone but nobody ever answered. I called the Banyan Tree Spa and they had no record of the booking. I waited until later in the day to see if there were just processing delays.
Later in the evening I received an email from Newway Travel stating that “for chinese speaking , right ? Becasue this package 90 mins available for that market.” I asked them to call me to clarify their policy and they replied via email and reiterated "*Inform you that 90 mins package available for chainese market only and 60 mins package for worldwide market. Pls inform us guest what nationality ?”
I told them I object to such race based discrimination and Newway replied: “As the hotel needs us to report the customer’s nationality and it’s about the different rates for each market as well.”
I had to spend about 10 hours on the phone with Expedia trying to get a refund since we were refused service even after sharing the email correspondence I had with them. Horrible experience, horrible customer service.
I booked a massage at the Banyan Tree on Koh Samui via Expedia back in 2021.
My email confirmation of the booking said I needed to contact a company Newway Travel via phone to confirm the reservation time. I attempted to call Newway Travel five times throughout via phone but nobody ever answered. I called the Banyan Tree Spa and they had no record of the booking. I waited until later in the day to see if there were just processing delays.
Later in the evening I received an email from Newway Travel stating that “for chinese speaking , right ? Becasue this package 90 mins available for that market.” I asked them to call me to clarify their policy and they replied via email and reiterated "*Inform you that 90 mins package available for chainese market only and 60 mins package for worldwide market. Pls inform us guest what nationality ?”
I told them I object to such race based discrimination and Newway replied: “As the hotel needs us to report the customer’s nationality and it’s about the different rates for each market as well.”
I had to spend about 10 hours on the phone with Expedia trying to get a refund since we were refused service even after sharing the email correspondence I had with them. Horrible experience, horrible customer service.