Expedia Inc

Complaint: [redacted]I am rejecting this response because:
I contacted Egyptair and they said that the information is published on line and it's Expedia responsibilty to advertise that. Expedia pulled the lowest price from Egyptair witout indicating the special offer detail about baggage
Sincerely,[redacted]

August 8, 2015
 
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 a reservation booked on Expedia.com.
 
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
 %3

November 1, 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 guarantee or warranty issues. 
 
Our records show on September 23, 2016, Ms. [redacted] self-booked a hotel reservation via booking number [redacted] in the amount of $127.02. We understand from Ms. [redacted]’s complaint, the reservation was not honored by the hotel and is requesting compensation.
 
Upon researching the customer’s complaint, we can confirm that on September 26, 2017, when Ms. [redacted] brought this matter to our attention, Expedia advocated on her behalf by contacting the hotel. Travelodge Bradley Airport advised Expedia due to an overbooking error on their end, a full refund was approved and processed.
 
We can also confirm that due to the vendor error with the hotel reservation booked on our website, Expedia placed a $25.00 travel coupon on Ms. [redacted]’s account to be used for future travel and is valid until October 31, 2018.
 
Expedia.com acts only as a third party intermediary for hotels and must abide by the terms and conditions set up by each vendor. Expedia does not own any hotel property and does not have control over a their availability. Based on the information provided above we are unable to honor Ms. [redacted]’s request for further compensation.
 
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:1. From the attachment 1, you can see that my reservation through the mobile app is just for KING SIZE bed! There is nothing mentioned that I booked for double beds!!2.I filed my complaints right during my stay for the problems. I really feel surprised that such a big hotel chain lied for that! I also filed the official complain to [redacted] after I came back which is showed in the attached [redacted] complaint file.3. I also attached a couple of pics to show the dirty bed sheet and seat in the room. During this trip, my right was violated several times and these two famous brands don't care about their customers at all! I am really disappointed and will tell any of my friends to stay away from them!
Sincerely,
[redacted]

June 23, 2015 Better BusinessBureauAlaska, Oregon &Western Washington Complaint Department Re: Expedia Case #: O-[redacted] Dear Better BusinessBureau, Thank you for takingthe time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com...

allowing us to addressthe comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customerfelt their concerns were not resolved adequately by our company prior toseeking further actions from you. Expedia, Inc. isresponding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding an airline credit she is attempting to apply to a new booking.   It is never Expedia’sintent to inconvenience our customers and we apologize if the customer hasexperienced long hold times while we have been assisting her or othercustomers.  Expedia is not a callout site and customers must call in for assistance with bookings.  The customer may contact us at her convenienceand we have travel specialists that are available 24 hours a day, 7 days a weekto assist with finding a flight that best suits her needs. As always, thisservice is at no additional cost.  Shecan contact our travel specialists at [redacted] She mayalso request to be transferred to a tier 3 customer service representative ifshe feels she is not getting the assistance she needs.  In addition, Airlinecredits may be used directly with the airline holding the credit, if the customerchooses to book directly with them, however she should be aware there may be anadditional charge levied by the airline for their assistance in re-booking.  Regarding pricing, Expedia.comstrives to offer the largest base of inventory available online and a widevariety of flight choices to choose from; however the airlines offer differentclasses of service with varying price points. Seat availability and pricing maydiffer between travel suppliers including Expedia.com and the airlinesdirectly. We thank you forallowing us the opportunity to address the issues that were brought to ourattention.  If you have any furtherquestions or concerns regarding this matter, please feel free to contact us.  Sincerely, Roseanne G[redacted]Tier 3 CustomerService

September 9, 2016 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 package reservation. Our records indicate on July 22, 2016, the customer self-booked a package reservation which included a flight, hotel and transportation, through the Expedia.com website. Accommodations were at the Be Live Collection Punta Cana – All Inclusive from August 26, 2016, to September 2, 2016. We understand from the complaint, the customer is requesting assistance. As Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, airlines, and hotel of their choice. We do not own or operate any hotels, and we do not set any policies. We hope the customer understands that we must adhere to the policies dictated by the hotel. The customer contacted Expedia regarding their dissatisfaction with their hotel stay and submitted pictures. Expedia contacted the hotel via email and have not received a response. At the time of booking on the Expedia website, the customer agreed to our Terms of Use, which expressly provide as follows: • The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. As Expedia was charged for the reservation in question, Expedia is unable to issue a refund. If the customer is due money for additional charges incurred, the customer may submit those charges so we may provide the hotel with additional information. 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] Tier 3 Customer Service

November 2, 2015
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 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 Mr. [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.
Our records indicate that on August 16, 2015, Mr. [redacted] self-booked a flight reservation for combined one-way tickets using Expedia’s website, itinerary [redacted]. Travel is with [redacted] from Managua, Nicaragua to Los Angeles, CA, departing on November 25, 2015, and with [redacted] from Los Angeles, CA to Managua, Nicaragua, departing on November 29, 2015. Mr. [redacted] claims that he was not advised of his flights being a combination of one-way fares, and is requesting that only one penalty fee is collected if he chooses to make a change to his trip.
We have verified that at the time of booking the following information was provided to, and accepted by Mr. [redacted]:
Important Flight Information
Your flight is a combination of two one-way fares, each subject to its own rules and restrictions.
If one of your flights is changed or cancelled, it will not automatically alter the other flight. Changes to the other flight may incur a charge.
Departure
Tickets are nonrefundable 24 hours after booking and nontransferable. A fee of $200.00 per ticket is charged for itinerary changes. Name changes are not allowed.
Return
Tickets are nonrefundable 24 hours after booking and nontransferable. A fee of $175.00 per ticket is charged for itinerary changes. Name changes are not allowed.
By selecting to self-book a reservation, our customers act as their own travel agent and it is their responsibility to verify the reservation details. During the booking process and right before the reservation is completed the booking details are displayed for confirmation. In addition, at the time of booking the customers agree that they have read and accept the applicable Rules and Restrictions of their booking and the Terms of Use and the Privacy Policy of Expedia’s website.
Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and [redacted] and is subject to the rules and restrictions of those providers. [redacted] and [redacted] were the operating carriers and merchants of record (the entities that received the funds and the companies that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
While we regret Mr. [redacted]’s experience was not as we would have hoped, and any subsequent inconvenience caused, due to the information provided above Expedia is unable to honor his request to waive one of the airline penalty fees.
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

Revdex.com:
I am writing this note to advise you that my complaint #[redacted] has been resolved as of May 14th and money refunded.   Thank you for your help in this matter.
 
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID 1[redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

May 5, 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 package reservation. Our records indicate that on February 27, 2017, the customer self-booked a flight and hotel reservation, through the Expedia.com website. Travel was with Delta Airlines and accommodations were at the New York-New York Hotel & Casino. We understand from the complaint the customer is requesting a full refund. As Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choice. Each airline has its own specific set of policies and procedures as does each ticket purchased. Delta Airlines was the operating carrier and merchant of record (the entity that received the customer’s funds and the company charging the customer’s credit card), not Expedia. In addition, 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. We provide selection details on several pages for review, including the final payment screen. The customer contacted Expedia on April 24, 2017, requesting to cancel the reservation. The assisting representative advised the customer of the airline’s terms and conditions which the customer agreed to at the time of booking. As the hotel portion of the reservation was refundable, on April 26, 2017, a refund in the amount of $496.06 was processed back to the customer’s original form of payment. The customer agreed to a $200 courtesy travel coupon that was provided to Ms. [redacted]’s Expedia account. As we must abide by the terms and conditions agreed to at the time of booking, Expedia is unable to issue an additional refund or compensation as requested. We thank you for allowing us the opportunity to address the issues which have been 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

March 20, 2017
 
 
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 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 Best Price Guarantee. We understand [redacted] is requesting a refund. On March 13, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on March 2, 2017, the customer self-booked a hotel reservation for the Skyline Hotel & Waterpark check-in date May 27, 2017, check-out date May 29, 2017, via itinerary number [redacted]. The customer is stating they submitted a Best Price Guarantee claim; however Expedia has not provided the customer with an update or a refund for the price difference.
 
Upon further researching this matter, we can confirm on March 2, 2017, the customer submitted a Best Price Guarantee claim with an attachment.
 
Expedia has reviewed the customer’s attachment that was sent on March 2, 2017. The customer’s screen shots do not match apples to apples. The room type and the number of travelers were not included. Addition the cancellation policy is different from what the customer booked.
 
The customer self-booked a nonrefundable reservation and the screen shot shows a refundable reservation.
 
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
 
We hope the customer understands Expedia cannot honor the request for the refund or the coupon.
 
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

August 18, 2017
 
Revdex.com
Northwest
Complaint Department
 
Re: Travelocity Case: [redacted]
Dear Revdex.com,
Thank you for taking the time to contact Travelocity 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. Travelocity 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 the complaint. At this time we are requesting Mr. [redacted] please provide an itinerary number for his booking and the email address associated with his Travelocity account. This information will enable us to appropriately address the situation and upon receipt, Travelocity 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 23, 2015
 
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 a reservation booked on Expedia.com.
 
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
 %3

November 4, 2016
 
Revdex.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.
Our records reflect that on October 15, 2016, Mr. [redacted] booked a three-night stay at the Econo Lodge Meadowlands from November 6, 2016, through November 9, 2016. We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Expedia’s website, without the assistance of an Expedia representative.
We understand from the Mr. [redacted]’ complaint that he noticed that the wrong dates were booked and contacted our office to cancel. He stated our representative offered the only available dates which were October 25th through October 27th , but Mr. [redacted] stated that he declined to offer because it was more expensive that the original booking. Mr. [redacted] is requesting a refund $226.56 for the first booking and for the second booking which he says he never authorized. Due to not showing up Mr. [redacted] says he was charged $141.00 by the property. The total refund request is $368.00.
Thank you for allowing us to address Mr. [redacted]’ concerns. At Expedia, we take customer complaints and feedback seriously, and are committed to providing our customers a great experience from booking to stay.  While we do not view this complaint as something Expedia is responsible for, because we value Mr. [redacted] as a customer and regret the experience that he reports, we have already undertaken an exception to resolve his complaint. A refund in the amounts of $226.56 and $141.00 were issued to the original form of payment. Refunds like this typically take 3-7 business days to post to individual accounts, depending on how quickly the credit card company 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,
Marlon J[redacted]
Tier 3 Customer Service

January 26, 2017
 
 
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 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 Ms. [redacted] is requesting a refund. On January 16, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on August 13, 2016, the customer self-booked a package reservation for [redacted] and [redacted]. Travel was on United Airlines, departing on December 16, 2016, from Newark, New Jersey to Punta Cana, Dominican Republic; and returning on December 23, 2016, from Punta Cana, Dominican Republic to Newark, New Jersey. The package included a hotel stay at The Reserve at Paradisus Punta Cana Resort-All Inclusive. The customer is stating they contacted Expedia to add an additional person to the hotel reservation. The customer is stating that Expedia advised that the hotel would not charge an additional person fee; however the customer was charged for the additional person.
 
Upon further researching this matter, we can confirm on October 27, 2016, the customer contacted Expedia to add additional person to the hotel reservation. Expedia contacted the hotel; they advised there would be no additional charge for the extra person.
 
On December 21, 2016, the customer contacted Expedia via email advising that the hotel charge them for the additional person in the amount of $ 1,218.46 and requested the refund.
 
In reviewing the customer’s account, on January 20, 2017, Expedia process the refund in the amount of $1,218.46 back onto the customer’s original form of payment.
 
Since this matter was resolved on January 20, 2017, Expedia considers this matter as closed.
 
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

No response has been made by expedia and no refund has been issued by them do not close this complaint until they issue a refund

Complaint: [redacted]
I am rejecting this response because: I just spent more time researching this issue! After another look at each month's AMEX statement for the card ending in 2006 I can confirm that NO credit has been issued to my card account.  This is another example of Expedia's poor customer service - expecting me to send to them credit card statements for 5 months!  This is personal information that I should not have to share as unfortunately nothing on the statements is related to an Expedia refund request.  Are their accounting procedures so inadequate that they do not have capabilities to trace cancellations or credits issued?  I do  not feel it is asking too much that Expedia provide me with an exact date for the credit issued so that I can contact American Express to inquire about it.  Once again I will remind the folks at Expedia that Ihave been a long-time customer who played by their rules and even with a cancellation confirmation in hand they cannot provide evidence of a credit issued.This is a formal request for details of the credit issued,
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:Gentlemen: Last night I sent reasons for my rejection of Expedia's reply. Yet I wrote that I would call again which I did. Today I called an agent Mike who, after long explanations, referred me to his supervisor Ivy (10:25-10:54). Supposedly she cancelled the tkts of reference ending in [redacted] though she stated a few times that no reimbursement was to be received. As explained my bank cancelled payments already. I just want all cleared, tkts cancelled and to have no problem with my current tks. I  requested that she send an email with the cancellation. As of 12:15 eastern time, I have not received it. I am notifying you where the problem lies and as soon as it is solved  I would let you know. I appreciate your intervention since all the emails and calls they still affirm that I did not communicate. Your letters at least brought them to cancel the tkt they never wanted to cancel before. Will email as soon as I get an email. ThanksSincerely,[redacted]

November 28, 2016
 
 
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 Mr. [redacted] is inquiring why the customer did not qualify for the Best Price Guarantee. On November 25, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on October 23, 2016, the customer self-booked a hotel reservation at the Cherry Orchard Inn check-in date November 10, 2016, check-out date November 13, 2016. The customer is stating they did not qualify for the Best Price Guarantee; however the customer disagrees.
 
Upon further researching this matter, we can confirm on October 23, 2016, the customer submitted a Best Price Guarantee claim form with an attachment.
 
Expedia advised the customer that we work from a live inventory and prices and or availability can fluctuate. Expedia advised the screen shot that the customer sent did not include the room type and Expedia could not confirm the lower price.
 
As a courtesy Expedia would honor the Best Price Guarantee and Expedia would refund the customer for the difference and Expedia would apply the $50.00 coupon within 3-4 weeks once the trip was completed.
 
In reviewing the customer’s account on November 6, 2016, the hotel reservation was canceled per the customer’s request and the customer was refunded in the amount of $387.71 back on to the original form of payment.
 
Since the reservation was canceled, Expedia could not apply the coupon onto the customer’s account.
 
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
 
 
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention. 
 
Sincerely,
 
Delia K[redacted]
Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
 
First my complaint was not only regarding the temperature of the room. But yes they did not provide any air condition, no matter what time. And all other hotels in Italy provided air condition at the customers wants, not the hotels. And when you are booking a four star hotel one you do not expect to not have air condition, in 80 degree weather. And second Expedia, when booking does not advertise or inform you that you would not be provided air condition, With older parents, and one who has a heart condition, had a quadruple by -Pass. we would not stay or spend $275 a night per room for no air condition. 
 
Also Expeida's pictures and rating, was way off, the rooms were dirty, grimy and old, musty with wall paper peeling off the walls and purple velvet couches with cigarette burns.
Also they say they do not provide air condition, so than you have to sleep with your window open, which they put us over the garbage alleyway on the 2nd floor, where they collected and stored the garbage and where all deliveries, were made. The garbage pick up and deliveries started at 5:30am and woke us all up at that time.
 
Than we called 32 times to get Expedia's  assistance, either they said they would look into it and call us back within 30 minutes and did not.  Or they told us a supervisor would call us back. or could not understand what we were speaking, which was English. Than they said the system was down and there was nothing they could do. We called all night to 2am in the morning and than stated at 6am to get assistance and got the same excuse, their system was down.  We had to check out and was left in the street for two hours with no where to go. 
If you also look at Yelp, this is the complaint of many, their customer service. I am sure it is not the first Revdex.com complaint they have received. I will not accept an apology or a trip voucher from them for all the extra expenses they caused us, the loss of a day and a half in Rome and the distress of two 75 year old parents. 
We have pictures and video to back up this complaint and we also were four people, to back up this complaint. If you review our entire trip, through Expedia, we did not have this issue any of the issues, we are stating in any of the other four hotels we had booked. Which all provided air condition and clean four star service. 
 
This clearly was a bait and switch and was also the worst customer service, I have ever experienced in any travels.
 
[redacted]