I Booked TUI Blue Grand Azur on Expedia but Was Denied the Promised Airport Transfer

I made a reservation for three people at TUI Blue Grand Azur through Expedia, specifically because the listing stated that airport transfer service was included. This was a key factor in choosing the property, and I paid a high amount with the understanding that transportation from the airport to the hotel would be provided.

However, after booking, I contacted the hotel to confirm the transfer, and they told me that because I did not book directly through the hotel, I am not eligible for the transfer service. This contradicts what was clearly advertised on Expedia’s listing.

When I reached out to Expedia, they told me to contact the hotel — creating a frustrating loop where neither party is taking responsibility, and I’m left without the service I paid for.

This is completely unacceptable. Expedia should not list services that aren’t honored by the property, and the hotel should not deny benefits that were clearly used as part of their promotional material.

I demand that either the airport transfer be provided as advertised, or a refund for the ₺ value of the service be issued immediately. I expect Expedia to step in and resolve this false advertising and take accountability for misleading its customers.