Expedia Inc

Complaint: [redacted]I am rejecting this response because: when I contacted Expedia about the mistake made by reserving the ticket it was not explained to me I would lose that money I already spent, but was advise that by cancelling it was better because that way I could get a better rate. The person I spoke to never mentioned I would lose $400 dollars if I cancelled, instead she suggested I did. So I was misinformed and for that reason I am appealing this nonsense about rebooking fee. They are misinforming people and do it on purpose so they can scam people into paying for the flights and not helping or being flexible with what they call the airline policy. I contacted [redacted] and they said, the charge would've been $25 dollars not $200 per flight, which is what Expedia say the airline charges. This is a straight up scam and I would like a credit for the $400 dollars they stole from me. That's stealing in my book.
 
Sincerely,[redacted]

August 21, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns...

which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding their reservations. As of the response deadline of this complaint, we are unable to obtain the necessary information needed from the airlines to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We will submit our final reply via the Revdex.com's website.Again, we thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Tier 3 Customer Service

July 12, 2016
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: O-[redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a hotel deposit refund.
 
Our records reflect that on June 15, 2016 Mr. [redacted] accessed Expedia.com and self-booked “ Hotel-Collect” itinerary # [redacted] for a stay at Majestic Elegance - All Inclusive Resorts, Punta Cana, Dominican Republic, to check in on September 3, 2016 and [redacted] out September 9, 2016. The terms of the booking, as imposed by the resort were as follows:
 
Hotel Payment Timing
You will be charged deposits by the property based on the following schedule.
50 percent (after booking)
 
Cancellation and Change Policy: Refundable
Free cancellation! Deposits are fully refundable if canceled before 11:59 PM local hotel time, August 27, 2016.
Room cancellations made after 11:59 PM local hotel time, August 27, 2016, will not be refunded the deposit amount.
 
Because Mr, [redacted] chose a Hotel Collect booking type the Majestic Elegance Resort became the Merchant of Record and the party that would debit the customers’ chosen form of payment.  Upon finalizing the booking, per their stated terms, the hotel would be debiting half of the total fees, which we calculate would have been $789.00, the amount the customer is asking Expedia to refund.
 
Regrettably, as Expedia acts only as a third party booking intermediary, when the vendor is the merchant of record, we can only advocate on behalf of the customer with the vendor, as any refund would have to be processed by the resort.
 
We show the reservation was cancelled on June 17, 2016 by the customer and the hotel was notified.  Expedia’s system shows the following notifications to the hotel with regards to the customer’s booking:
 
17 JUN 2016 05:27 PM PDT
[email protected]
Confirmed
[redacted]
Cancel
16 JUN 2016 06:48 PM PDT
[email protected]
Confirmed
[redacted]
Reserve
 
On July 1, 2016 Expedia spoke with agent June at the resort who checked and advised the refund was in process and would be “ready next week”. 
 
As Expedia did not debit the customer’s credit card, and cannot process the refund, if the resort has not yet refunded the customer, we would advise Mr. [redacted] to dispute the charge with American Express.  His Itinerary was fully refundable at the time of cancellation and the resort should have returned the deposit they charged him by now.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Roseanne G[redacted]
Tier 3 Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I want my 100 dollar refund back on my card.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:
Thank you for responding and providing me with the correct amount. When prices are bundled, it is difficult to tell the exact price of individual services. However, we were not upgraded due to the inconvenience of Expedia's deceptive advertising. Before I viewed the room, they upgraded us to a deluxe suite because it was my significant other's birthday and I requested the room I booked, (Junior Suite), to display birthday balloons. A copy of that email is attached. Out of the hotel's kindness and a complete surprise to me, they upgraded us before we got there and decorated that deluxe suite with birthday balloons. It was after I viewed the suite and realized that it does not have an ocean view, I went to the concierge to change rooms. I would have gladly downgraded to what I paid for, if it offered the views that was promised online. I even suggested that. Unfortunately there were no rooms at that resort that offered that, so there was no point in switching rooms within that hotel. The size of the room is unimportant, the view was paramount and if I knew it was not offered there, I would have not chose that resort and would have probably ended up spending less at a different resort, or even in a different country. According to a company whose values are wanting their employees focused on "improving mistakes" and "what drives value for their customers" your solution was anything but focused. What drives value to me as your customer, is honesty and properly correcting a mistake that was on the behalf of your company. Your company has not done that, you have not earned customer loyalty for that $50 Expedia coupon to ever be valid for me, so therefore it is useless. That is intuitive and you know that, so provide a proper solution. Why would the customer pay for a new reservation when the company is at fault? That is your responsibility & values to be "transparent... to communicate openly and honestly, at all levels..." so mistakes like this do not happen, (taken from Expedia's mission statement). So therefore, please get authorization from your vendor to issue me a full refund of the $791.48. Thank you. 
 
Sincerely, 
[redacted]

R Complaint: [redacted]I am rejecting this response because: this is what I was advised to do by Revdex.com in order to keepthe complaint open and allow the business more time to resolve this issueSincerely,[redacted]

I finally was able to contact Expedia.  They sent me an email telling me they could not respond by email and gave me two both an 800 and a (404 area code number ) to call which both, surprise, led back to the Philippines.  After another hour and multiple transfers, I was finally able to speak to an American who resolved my issue.  At this point, the matter is closed.  Thank you for your assistance.

Complaint Department
Re: Expedia Case #: [redacted]
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted].  We regret to hear [redacted] did not accept our response and/or resolution offered.
As previously advised, on May 13, 2016, as rates do fluctuate, Expedia offers a Best Price Guarantee Promotion. If the customer finds a lower rate on Expedia or on another U.S. based website within 24 hours of booking with Expedia, we will credit or refund the difference in price. The Terms and Conditions for the Best Price Guarantee Promotion states as follows.
Must be "Apples to Apples" Comparison.  The Best Price Guarantee is available only for exact itinerary matches. For example, the specific airline numbers, hotel (including room type), ship and cabin category, rental car company and vehicle class, applicable refund policy, and the exact same dates and times of travel or service as booked through Expedia.com.
Verification of Claims.  All requests, including receipts, are subject to verification by Expedia.com Expedia.com will not accept screenshots or other purported evidence of a lower price that cannot be independently confirmed by Expedia.com personnel. Nor will Expedia.com verify any request that it believes, in its sole discretion, is the result of a printing or other error or is made fraudulently or in bad faith.
For full terms and conditions of the Best Price Guarantee program, please copy and paste the following URL into a web browser –
https://www.expedia.com/p/info-other/guarantees
Upon further researching this matter, we can confirm on April 14, 2016, the customer submitted an online Best Price Guarantee claim form.  On April 15, 2016, Expedia replied to the customer, advised the customer did not meet the terms and conditions for the Best Price Guarantee. 
The website, www.cheapoair.com is a travel consolidator and per our terms and conditions, this will not qualify for the Best Price Guarantee claim.  
Expedia strives to provide the highest level of customer service. We sincerely regret that we are unable to offer a more satisfactory response or resolution to your concern. However, we know that there are some instances when policies associated with the bookings will not allow for a resolution that is more favorable to our customers.
We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Delia K[redacted]
Tier 3 Customer Service

October 21, 2015
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: O-[redacted]
Thank you for forwarding the Revdex.com Consumer Rebuttal from [redacted]. We regret to hear that Mr. [redacted] did not accept our response and/or resolution offered.
We have further researched Mr. [redacted]’s complaint and after giving the matter our full consideration we stand by our previous decision and are unable to honor the customer’s request for a full refund.
As previously advised, [redacted] was the Merchant of Record and the company that charged the customer’s credit card; any refunds would come directly from [redacted]. When Expedia advocated with [redacted] on the customer’s behalf, we were advised all possible refunds were processed and no further refunds were authorized. The representative at [redacted] also noted the customer can contact [redacted] directly regarding this matter if they feel there was any error. [redacted] Customer Relations department can be reached by calling [redacted]. Please reference incident # [redacted] when calling.
We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Britt M[redacted]
Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because: nothing has been solved, I received one phone call and responded the next day (today).Sincerely,[redacted]

May 23, 2016 Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns...

which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding their reservation.
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate reply. We respectfully request additional time from the Revdex.com as further research is needed for this case. Sincerely, Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because to date I have not received a refund or voucher by Expedia for the bundle package of flight and hotel. The $700+ refund mentioned is for flight what about the hotel refund?Sincerely,
[redacted]

June 13, 2017 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us time to...

address the comments and concerns which have been brought to our attention. Expedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from Ms. [redacted] (Revdex.com ID number [redacted]) regarding a hotel reservation. Our records indicate on May 12, 2017, the customer self-booked a hotel reservation through the Expedia.com website. Accommodations were at the Courtyard by Marriott [redacted] from May 28, 2017, to May 29, 2017. We understand from the complaint, the customer is requesting a refund. Upon receipt of the Revdex.com submission, we have verified that at the time of booking, the customer agreed to the hotel’s terms and conditions which also can be found on the face of their itinerary: • Cancellation and Change Policy: Non-Refundable The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded. In addition, we firmly believe that our website is equipped with recapping the details of the itinerary twice throughout the purchase path. We provide our users ample time to review the full details of the itinerary before completing the purchase. Expedia was able to capture the customer’s individual step by step booking process and the customer chose the dates May 28, 2017, to May 29, 2017. Prior to entering her credit card information, the dates the customer chose were indicated at the right. Expedia does not own or operate any hotels, and we do not set any cancellation and/or refund policies. As Expedia must abide by the terms and conditions agreed to at the time of booking, Expedia is unable to issue a refund as requested. When making a reservation on Expedia.com, the customer always has the option of speaking with one of our travel specialists who are here to assist 24 hours a day, seven days a week. As always, making a reservation with one of our travel specialists is no additional cost. We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Lisa S[redacted] Corporate Customer Service

Complaint: [redacted]
I am rejecting this response because: I want to thank Expedia for taking time to respond to my request. I do not understand all the legal description that were provided in the response. However I reject Expedia's Assertion that they have no responsibility for the following reason.I booked the hotel thru Expedia, My uncle's family who was staying at the same Hotel same dates Booked through Hyatt directly. When he brought up the issue that happened at that hotel that weekends Hyatt fully refunded him for both 2 days. When I brought up the same issue to Hyatt they said they could not refund me because I booked through Expedia. Same dates same issue however because the process was booked through two different ways different results. I was told by Hyatt that they cannot issue the refund because my booking was thru Expedia which I believe is discrimination, considering they refunded my uncle stay fully. I believe it is expedia's responsibility to resolve this and contact hyatt and find out what the differences were and why 1 guessed was issued a full refund when another was offered only a partial refund. I understand that Expedia claims Hyatt charge me on my card but because hyatt keeps referencing expedia they are still responsible for resolving this issue.
Sincerely,
[redacted]

Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and...

concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding their reservations.
As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We will submit our final reply via the Revdex.com's website.
Again, we thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
                                        ...⇄
Sincerely,
Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because: I wasn't given the information that states that at all. I was given specific information that stated I was being compensated for my stay with comfort inn that was a room without heat. Period.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

June 27, 2016 Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns...

which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] / [redacted] (Revdex.com case number [redacted]) regarding their reservation.
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate reply. We respectfully request additional time from the Revdex.com as further research is needed for this case. Sincerely, Tier 3 Customer Service

February 15, 2018   Revdex.com Expedia – DuPont, WA Complaint Department   Re: Expedia Case #: [redacted]   Dear Revdex.com,   Thank you for taking the time to contact Expedia regarding an issue from our customer.  We appreciate the Revdex.com allowing us to...

address the comments and concerns which have been brought, to our attention. Expedia is disheartened the customer felt their concerns, were not resolved adequately by our company prior to seeking further actions from you.   Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a refund.   We understand from Ms. [redacted]’s complaint that she attempted to purchase a vacation package online via Expedia.com and received several error messages and found out that her account was charged three separate times in the amount of $1,031.94 and is requesting a refund and for Expedia to provide her a discounted rate.   Our records indicate the on February 9, 2018, Ms. [redacted] or an authorized user of the account contacted Expedia’s customer service department for assistance with making a reservation. At that time, our representative advised Ms. [redacted] that her card has been authorized and will fall off as there were no reservations booked.   Each time a purchase is attempted on Expedia.com, a credit card authorization is made to verify that the account has funds available for the purchase.  When a payment is unsuccessful, the credit card company or banking institution creates a temporary hold on the funds. Most authorizations fall off within 72 hours, however, each bank or credit card company policy is different. If any authorizations remain on Ms. [redacted]’s credit card for these purchases, we are happy to assist you with contacting the credit card company or banking institution.   Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.     Sincerely,   LaToya J[redacted] Corporate Customer Service

Complaint: [redacted]
I am rejecting this response because: I cannot accept Expedias response and at the moment it's actually just the principal. I actually booked another hotel through Expedia for the same day and was able to change it by calling the hotel. This was after I was able to cancel my hotel. I never cancelled it late and if I did Expedia would never entertain even refunding me. I've been working hotels as a front desk agent for 6 years and I know all the practices. I'm appalled that Expedia is saying that I cancelled late and and are going to extreme lengths to cover up there mistakes. I will never ever in my life use this disgraceful company.
Sincerely,
[redacted]