Expedia Inc

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.
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 Ms. [redacted] (Revdex.com case number [redacted]) regarding their flight 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,
 
Hayden J[redacted]
Tier 3 Customer Service

October 19, 2016 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O-[redacted] Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer Rebuttal from Ms. [redacted]. Expedia, Inc. is once again responding to the consumer complaint from Ms. [redacted] ([redacted]) regarding a hotel reservation. In the rare occasion that there is a system issue, Expedia will ask the customer to contact us at a later time so we may fully review the case. When we were able to assist the customer, Ms. [redacted] had to be transferred to a different department regarding her specific issue. Expedia agents must then place the customer on hold while the agent reaches a different department. While it is always possible that a call is dropped, neither the customer nor agent is responsible for dropped calls. We have confirmed that Expedia sent this reservation to hotel, it is not clear if the hotel added this to their records and are unable to confirm as we are a third party intermediary for travel providers. Ms. [redacted] previously requested that Expedia provide a refund for the amount of $160.00. As previously mentioned, Expedia has provided the refund back to the customer and we have notated the account. We’ve also sent the customer a receipt of the refund. We do apologize for the time it has taken for the customer’s issue to be reviewed and a refund to be provided to Ms. [redacted]. 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, Daniel A[redacted] Tier 3 Customer Service

September 12, 2017
 
Revdex.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.
The information provided in the complaint that we received from your office was not sufficient to allow us to locate an account or an itinerary associated with Ms. [redacted]’s complaint. At this time we are requesting Ms. [redacted] please provide an itinerary number for her booking and the email address associated with his Expedia account. This information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist further.
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,
Marlon J[redacted]
Corporate Correspondence Team

September 15, 2015
 
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 refund request.  We understand the customer is inquiring in regards to the Expedia Best Price Guarantee. On September 15, 2015 we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint.
 
Our records indicate on August 22, 2015 the customer accessed Expedia.com online and self-booked a reservation at the [redacted] in Lakeville, Pennsylvania to arrive Monday August 24, 2015 and checking out August 26, 2015.  The customer states they read about our best price guarantee program online and later saw a listing on [redacted] for a “similar resort and room type” at a lower price.  They contacted Expedia by phone seeking a refund. 
 
Expedia does offer a Best Price Guarantee promotion, and as the customer notes, the program, and all details concerning the associated terms and conditions, and how to submit their request, are located on our website.  There are very specific guidelines that must be met for a booking to be eligible for a price reduction or refund under this program, and the customer must follow the published submission instructions for consideration.  Our website provides that all requests must be submitted online and must be accompanied by a screen shot of the comparison pricing. As an example, only certain websites are eligible for comparison, coupon offers are not eligible, comparisons must be for exactly the same room type and location, and the same booking, payment terms, and conditions, must apply, Other program terms are available in our online information.
 
Customers will find the following information available on our website;
 
Under the Best Price Guarantee (BPG) program, Expedia will credit or refund the difference in price of the itinerary, if a customer finds a lower rate on Expedia.com or on another US based website, within 24-hrs of the booking.  The price match request must be submitted online within 24 hours of your original booking. The lower priced itinerary needs to meet specific requirements to qualify.
 
The following link to the Expedia Best Price Guarantee Terms and Conditions is provided on the website:http://www.expedia.com/p/info-other/guarantees.htm?mcicid=hp.bpg"US: ⇄ />  
 
Once a Best Price Guarantee request is submitted online, it is reviewed for eligibility by our verification department and, if found to meet all guidelines, the customer will receive a notification that a refund will be processed after the stay is completed. 
 
As the customer did not read and follow the online requirements, their request would not be eligible for consideration.  They also are requesting comparison with [redacted], a coupon site, which is not eligible for consideration under the terms of our program. 
 
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

Complaint: [redacted]I am rejecting this response because: This is false. I searched for a round trip ticket and was sold a round trip ticket, I never recieved notification of the itinerary being divided in to 2 one ways until after I paid. As I said, I was ok with it because I was going to use it and billing was not a problem, But I do not accept being penalized double for a ticket which expedia sold as one whole roundtrip. Since the moment I searched to the moment I was about to pay the search engene and expedia web page always showed as one roundtrip, not 2 one ways, this is very tricky and very unfair.
Im very sorry Expedia, I have been a customer of Expedia for years and I have never had a problem like this. Im very sorry to hear of this tricky and sneaky business from a company I trusted so much.
Sincerely,[redacted]

November 11, 2015Revdex.comExpedia – Alaska, Oregon & Western WashingtonComplaint DepartmentRe: 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 complaint #[redacted]) regarding a hotel reservation refund request.  Our records show on July 30, 2015, Ms. [redacted], with the assistance of a sales agent, booked an Expedia.com flight and hotel package reservations via itinerary number [redacted], with travel dates as September 4 to September 25, 2015. We understand from Ms. [redacted]’s complaint, at the time of booking she was advised of a 24 hour available cancelation policy. The customer stated after several attempts to cancel her hotel reservation within 24 hours, no proper resolution or refund was provided. Ms. [redacted] is requesting a full refund for the hotel portion of the package reservation. Upon researching the customer’s complaint, we can confirm Ms. [redacted] brought this matter to our attention on July 31, 2015. The customer requested to cancel the package reservation due to her husband no longer traveling. Customer service agent advised flight was voidable but based on the hotel’s cancelation policy, hotel portion was non-refundable. Expedia proceeded to advocate on the customer’s behalf by contacting the hotel. The vendor advised Expedia penalty could be waived to allow changes. Ms. [redacted] did not agree to change hotel reservation.Expedia.com acts only as an independent reservations agent for hotels, airlines, and cruises and must abide by the terms and conditions of that particular vendor’s cancelation policy. Expedia makes every effort to ensure that our customers have a clear understanding of their selections related with the travel items they are purchasing. Further research shows, an email confirmation was sent to Ms. [redacted] after the reservation was booked, which provided the hotel’s cancelation policy and advised hotel reservation was non-refundable. Based on the information provided above, we are unable to honor Ms. [redacted]’s request for a refund.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,Angel A[redacted]Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because:1. I am particularly shocked that as a spokesperson for Expedia, Mr. J[redacted] is stating that because there were no prior complaints that it is acceptable for Expedia to falsely advertise a property or to mislead a consumer. 2. According to the Nevada Attorney General, "...the seller cannot deceive the consumer about the good or service, as defined under the Nevada Deceptive Trade Practices Act (NRS 598) and its related laws." I have filed also filed a complaint with the Nevada Attorney General's Office. I have included a copy of the complaint attachment.What is clear and important for the Revdex.com is that Expedia engages in a very poor level of customer service. Their record with Revdex.com complaints validates my point and a recent article in the Wall Street Journal also highlights the magnitude of consumer complaints regarding their customer service.I reject and will continue to reject any resolution that does not include a full and complete refund of all money I paid for the apartment that did not exist. Sincerely,[redacted]

August 16, 2017
 
Revdex.com
Expedia.com – Dallas and Northeast Texas
Complaint Department
 
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] (Revdex.com complaint #[redacted]). We regret to hear the customer did not accept our response and/or resolution offered.
 
Expedia’s goal is to provide an exceptional customer service experience. We do regret any inconvenience Mr. [redacted] has encountered in the past when trying to resolve this matter.
 
After further researching Mr. [redacted] complaint we can confirm on July 11, 2017 a $2,123.99 refund for the hotel portion of the package reservation was processed as well as the $42.00 paid for the shuttle.
 
We would also like to confirm that on August 16, 2017, Expedia has processed a refund of $2,131.93 and a refund of $326.00 back to the original form of payment and since the insurance purchased was utilized for the cancelation that amount paid becomes non-refundable.
 
Again, 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,
 
Angel A[redacted]
Corporate Customer Service

Complaint: [redacted]
I am rejecting this response because:Not taking responsibility for booking faulty materialdoes not absolve you of responsibility. I called you andyou are responsible for companies that you contract with. No one is taking credit for crappy service and I don'tfeel it it right. Neither I nor any of my company's sales staff will everdo business with you or Dollar again.  You have traded$150 in problems for thousands in the future. I'm sureyour shareholders appreciate your decision.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:
I would like to reopen my Complaint ID #[redacted]. First of all, I was told by Revdex.com, that I would have 10 days to reply to Expedia after they submitted their resolution. I received a notification from Revdex.com, that Expedia commented on my complain on July 5. Today is July 13, but my Complaint ID #[redacted] has been closed by Revdex.com. I thought I had 2 more days... Secondly, I'm completely unsatisfied with Expedia's generic reply to my complaint. Expedia wanted my business when I purchased the trip, but they are not willing to accept accountability for the issues that are of their fault. Any decent business takes it upon themselves to notify their customers of any changes to their reservations, that may result in penalties or extra charges for the customers, but not Expedia. Instead of accepting responsibility for the fact that they failed to notify me about the change in my morning flight, Expedia first sent me to [redacted] (that btw, sent me back to Expedia) and now they are trying to make me responsible for their negligence. First of all. I didn’t book my trip with [redacted] and I didn’t take my business to [redacted].. I took it to Expedia, which I though was an ethical service provider, so why should I be dealing with [redacted] now? Finally, nowhere in my travel confirmation that Expedia e-mailed me on Feb 27, 2015 there was a line, that EXPLICITLY stated that my itinerary can potentially change and EXPLICITLY advised me to check my reservation before departure. Instead, it said: “Your reservation is booked and confirmed. There is no need to call us to reconfirm this reservation.” On top of these, Expedia Customer Service Reps are completely untrained and unprepared to handle complains like mine. I wasted 40 minutes of my vacation time on the phone with Expedia customer services rep, that needed to speak to his supervisor after every question that I had asked him. What a terrible experience!!
Sincerely,[redacted]

September 20, 2017
 
Revdex.com
Expedia – 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 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.com is responding to the consumer complaint from [redacted] (Revdex.com complaint #[redacted]) regarding the refund and exchange issues. 
 
Our records show on May 1, 2017, Ms. [redacted] self-booked an Expedia.com flight, hotel, transfers and travel insurance package reservation via booking number [redacted] for a total amount of $2,783.62. We understand from Ms. [redacted]’s complaint, after the flight was canceled by the airline, no proper resolution or a full refund was provided by customer service. The customer is requesting a full refund for the package reservation due to it being canceled by the airline.
 
Upon researching the customer’s complaint, we can confirm on September 10, 2017, when Ms. [redacted] brought this matter to our attention, a refund of $1,462.42 for the canceled flights was processed. We can also confirm, on September 17, 2017, the amount paid for the hotel, $1,133.44 was also refund back to the customer’s credit card.
 
We do regret any inconvenience Ms. [redacted] has encountered in the past when trying to resolve this matter. Since the transfers and the insurance were not utilized due to the airline’s flight cancelation, Expedia has processed a refund of $187.76 back to the original form of payment. As a full refund has been given to the customer and the issue has been resolved to Ms. [redacted]’s desired outcome, Expedia considers this matter closed.
 
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,
 
Angel A[redacted]
Corporate Customer Service

Complaint: [redacted]I am rejecting this response because...
THANK YOU
WHEN THEY ARE GOING TO GIVE ME THE DISCOUNT OF 100.00?
THEY DIDN'T CONTACT  ME ABOUT THIS:
... have provided the customer’s online Expedia account with a $100.00 Expedia Travel Coupon
HOW CAN I SEE THIS CARD BECAUSE I WANT TO TRAVEL FOR CHRISTMASSincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
Once again expedia is not addressing the issues at hand with expedia and the promises made by the reps to refund the hotel and the abilty to move me when I was in Dr I was completely ignored by expedia reps wearing expedia shirts I was reassured by expedia prior to my stay that they will stand by the booking and help . So what does expedia do just let me book and that it I could do that myself I overpaid and here is the proof including my passport . Cancelling one flight has nothing to do with the mistake made on the hotel booking and the extra money I paid and ruined vacation when I was promised to be moved . I have bank records , emails , pictures and receipts . I'm very upset this is my hardworked money , time and not mention how sick I am dealing with this and the lack of empathy and help . Please see receipts attached I've spoken to many reps and I know they try but this has to come from higher up . PLEASE PLEASE HELP how can this go on this long . Sincerely,[redacted]

November 9, 2015
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: [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 hotel reservations.  We understand the customer requesting a full refund for their reservations.
Our records indicate on October 23, 2015, the customer booked hotel reservations – itinerary [redacted] – using the self-service tool on the Expedia.com website. Hotel accommodations were at [redacted], checking in October 24, 2015, for one night.
Upon further research, we were able to confirm the customer contacted Expedia on October to cancel their non-refundable hotel reservations. At that time, the Expedia representative advocated on the behalf of the customer with the hotel, who agreed to waive all cancellation penalties.
On October 24, 2015, a full refund in the amount of 694.96 was processed back to the customer’s original form of payment. The amount of time it takes to receive a refund depends on how quickly the customer’s credit card company takes to process refunds, generally 3-7 days.
We hope that with the information provided, we have addressed all of your concerns and look forward to assisting you further with your future travel needs.
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,
Nicole P[redacted]
[redacted]

April 3, 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 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 hotel reservation.  We understand [redacted] is requesting a refund. On March 24, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on December 12, 2016, the customer self-booked a hotel reservation for The [redacted] Cancun check-in date December 13, 2016, check-out date December 19, 2016, via itinerary number [redacted]. The customer is stating that they did not receive the requested bed type once at the hotel.
 
Upon further researching this matter, we can confirm on December 22, 2016, the customer contacted Expedia via email. The customer advised that they did not receive the requested king bed for the stay and that the hotel and room were not cleaned. Expedia replied to the customer that we would need to contact the hotel directly to confirm if the hotel would authorize the refund.
 
In reviewing the account, the customer’s itinerary confirmation does reflect that the king bed was requested. The room type that the customer selected was a double bed. Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers.
 
We strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policies. Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing. Should they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservation.
 
Expedia can only submit request to the hotel vendors, we cannot guarantee that the hotel could honor the request. Our customers do have the capability to view hotels reviews online before purchasing the reservation.
 
On April 3, 2017, Expedia contacted the hotel on behalf of the customer; they advised that the customer did use the room for the dates and they found no complaints from the customer. The hotel will not authorize the refund.
 
We hope the customer understands Expedia cannot honor the request for the refund.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention. 
 
Sincerely,
 
Delia K[redacted]
Corporate Customer Service

July 10, 2015
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE:  Expedia Case O-[redacted]
 
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Better Business...

Bureau 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 for Ms. [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.
Our records indicate that on April 5, 2015, Ms. [redacted] self-booked a flight reservation with travel insurance using Expedia’s website, itinerary [redacted]. Within 24 hours of booking Ms. [redacted] voided her flights. We understand she is requesting a refund of the travel insurance, as it could not be utilized due to the flight reservation being cancelled.
We strive to provide the highest level of customer service, and we’re sorry that Ms. [redacted] recent experience did not live up to that expectation. We regret to hear our customer service department was unable to issue a refund of her insurance in a timely manner.
A refund in the amount of $46.00 was issued on July 10, 2015, back to the original form of payment. The time it takes a refund to post to Ms. [redacted] account depends on how quickly her credit card company processes refunds, generally within 3-7 business days.
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,
 
Lidiya N[redacted]
Tier 3 Customer Service

June 1, 2015 Revdex.comAlaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O-[redacted] Dear Revdex.com, Thank you for taking the time to contactExpedia, Inc. regarding an issue from our customer.  We appreciate the...

Revdex.com allowing us toaddress the comments and concerns which have been brought to ourattention.  Expedia, Inc. isdisheartened the customer felt their concerns were not resolved adequately byour company prior to seeking further actions from you. Expedia, Inc. is responding to the consumercomplaint from [redacted] (Revdex.com case number [redacted]) regarding a refundrequest.  We understand Mr. [redacted]is expressing concerns regarding airline charges for seating assignmentchoice and airline flight change fees.  OnJune 1, 2015 we attempted to contact the customer to acknowledge receipt oftheir Revdex.com complaint.  Our records reflect the customer used ouronline self-service tool to book a flight reservation departing fromBaltimore, Maryland to Grand Rapids, Michigan via Chicago, Illinois, which hereports was interrupted by airline flight changes.  The flight pricing as well as the airline’srules and restrictions of the flight were agreed to upon payment submission,including the airline penalty of $200.00 per person for any changes orcancellation of the reservation.  With regards to the assigned seating, theairline retains total control over the seat selection and/or seat assignmentsfor all flight reservations. Expedia makes every effort to assign seats andpreferences to all of our customers, as we do recognize the importance ofreceiving preferred airline seating. Regrettably, there are times that we areunable to assign seats due to restrictions placed on the reservation by theairline. In these circumstances, seats will only be assigned upon check-in.Customers can contact the airline directly at any time and occasionally, theairline will assign seats in advance; however a majority of the time, theairline will advise customers that they need to wait until the day ofdeparture, or the airlines may provide assigned seating, at their discretion,for an additional charge. Expedia.com serves as a third partyintermediary for travel providers such as airline vendors; as such we mustabide by and enforce the terms and conditions set forth by our partners, anddo not have the authority to override or to change their policies.  For all airlineflights, the airlines are the Merchant of Record for any financialtransaction, i.e. the company who charges the customer’s credit card.  As such, all requests for refunds, orcompensation for flight related issues, must be directed to theairlines.   Expediaregrets the customer’s flight reservation was affected by an airline schedulechange, and we hope that our relationship with the customer will not benegatively affected.  However, Expedia willbe unable to offer any compensation or consideration for this matter. We thank you for allowing us theopportunity to address the issues that were brought to our attention.  If you have any further questions orconcerns regarding this matter, please feel free to contact us.  Sincerely, [redacted]Tier 3 Customer Service

May 29, 2016
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: [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 refund request.  We understand Mr. [redacted] is requesting a refund for a booking error on a recent itinerary.
 
Our records indicate on May 13, 2016 the customer accessed Expedia.com and booked non-refundable itinerary # [redacted] for a stay at the The Westin Lima Hotel & Convention Center, Lima, Peru to check in on May 17, 2016 and checking out May 23, 2016.  The customer is reporting the dates were booked in error and requested the assistance of Expedia in changing his six night reservation to three nights.  While Expedia never charges a fee to cancel or change an itinerary, we act only as a third party intermediary to the travel vendors who utilize our services and as such, we must abide by and enforce the terms and conditions of the vendor that the customer agrees to at the time of booking.  As this was a non-refundable itinerary, Expedia would have to receive approval from the Westin Lima Hotel to process a partial refund.
 
Although the customer states our agents did not assist, we do show several emails were sent to the hotel, beginning on May 13, 2016, which the hotel reported as not receiving.  When Expedia finally received an email response from the Westin Hotel, they stated they were enforcing their non-refundable terms and would not agree to a refund. 
 
However Expedia made another attempt to intercede on behalf of the customer and was able to speak directly with the hotel manager, who agreed to allow a refund of the three nights the customer wished to cancel.  On May 19, 2016 a refund in the amount of $1083.60 was processed back to the customer’s original form of payment.  The amount of time it takes for the credit to be available in his account depends upon how quickly his bank processes refunds.
 
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

May 30, 2016
 
Revdex.com
Expedia – 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 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 complaint #[redacted]) regarding the compensation request. 
 
Our records show on November 15, 2016, Mr. [redacted], self-booked an Expedia.com flight and hotel package reservation via booking number [redacted]. We understand from Mr. [redacted]’s complaint, he found out hotel was not going to be available for the travel dates of his reservation and proceeded to contact customer support but no proper resolution was given. The customer is requesting compensation for the trouble and credit offer by the hotel.
 
Upon researching the customer’s complaint, we can confirm on February 12, 2016, Mr. [redacted] sent an email correspondence stating the hotel was not going to be available for the travel dates of his reservation. Expedia verified that the hotel reservation was still active and advised the customer to contact customer support so we could advocate on his behalf and call the hotel to resolve any missing reservation issues. We can also confirm no calls were received by customer service from Mr. [redacted] with regards to the hotel’ unconfirmed reservation inquiry. Further research shows, no notification was received by the hotel stating reservation could not be honored for the travel dates chosen by the customer.
 
Expedia.com acts only as an independent reservations agent for hotels, airlines, and must abide by the terms and conditions of that particular vendor. Any requests for refunds, compensation, or future travel vouchers must be approved and provided by the hotel. The customer must also be on the line so that such accommodations can be set up correctly. Based on the information provided above, we are unable to honor Mr. [redacted]’s compensation request.
 
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,
 
Angel
Tier 3 Customer Service