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.
Thank you Revdex.com.
Sincerely,
[redacted]

August 25, 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 his 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:It is very evident, quite frankly, from your latest correspondence that you either didn’t read my entire complaint or didn’t listen to all of the phone calls that transpired that day, specifically the last phone call with Shawn, b[redacted], and his “manager” on which the bulk of my complaint was focused. If you had actually listened, you would have noted how incredibly unprofessional, incompetent, and belligerent your agents were with me. What exacerbated the situation was when the “manager” refused to divulgeShawn’s b[redacted] number when I expressed that I was going to contact the corporate office. From his behavior, I was left with the impression I was not speaking to an actual manager and was instead speaking to one of Shawn’s coworkers that was posing as a manager in an effort to get me off the phone. This was not acknowledged or addressed in your response.While I was very disappointed with having to purchase an additional ticket on my own because I felt like I was being overcharged, at no time was Margaret, b[redacted], ever rude. However, despite what you stated in your response, Margaret actually told me that the flight was sold out; she didn’t mention that the flight wasn’t in the inventory. She initially said she couldn’t locate the flight, then after putting me on hold for a significant amount of time (27 minutes I believe), she said it was sold out. When I challenged this information, she told me that if I tried to book the flight, I wouldn’t be able to reserve it, which wasn’t true. I take this as she lied to me. That is why I found it especially strange that I could purchase a ticket to a supposedly sold-out flight.  I called back requesting a supervisor to get this addressed and was hung up on (I heard ambient room noise for about 5 seconds before the line dropped – I’m sure this recording can be found.) After calling back a third time I finally got to Shawn.  When I spoke to Shawn he was pleasant at first, then he became extremely aggressive once he realized that he totally bungled my reservation and resorted to calling me a racist multiple times. This was also not acknowledged or addressed in your response.Because of this, I find your offer very insulting. First off, I, as an offer of goodwill (as you so eloquently stated in your response), allowed your company additional time, 3 weeks to be exact, to research my case and despite the additional time you didn’t address my full complaint or didn’t bother to listen to all the calls. Secondly, my reservation was for a flight, so offering me a measly $100 towards a hotel makes no sense since I’ve never once gone through Expedia to book a hotel (which I imagine is evident if you look at my travel history with your company.) It almost feels like this is a sales attempt at getting me to use other Expedia services - not an apology. Thirdly, I’m a so dissatisfied with your company that I will never use Expedia again so your attempt to ameliorate the situation by giving me a $100 coupon towards a hotel when my complaint was about $200 that came out of my pocket will not help me. Lastly, I find it very odd that despite my complaint and despite supposedly listening to my calls you fail to acknowledge what your company did to escalate my case to this point, which I find rather unprofessional. It is interesting how you have not once recognized how I was treated by your agents. When a customer is essentially screamed at then called a racist a dozen times, you’d think that your company would express genuine concern over the matter. Instead, your response paints me to be unreasonable when your agent was unable to accommodate my request. You certainly pointed out how “helpful” all of your agents were throughout the process and left out anything that could potentially show fault by your company.All I want is to not be charged a $200 penalty and a real apology for the horrendous treatment that I received from Expedia. I believe that this is a reasonable request considering the time, energy, and supreme frustration that this situation has required. I hope that after reading this response and evaluating the calls further that you will realize that I am not asking for anything unreasonable. Considering how much time you have already had to do this, I expect a speedy response. Thank you for your time.   Regards,[redacted]

December 9, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentRe: 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 error involving information security. We understand the customer is providing information regarding a situation where travel information was inadvertently emailed to incorrect email addresses.  On December 9, 2015 we contacted the customer to acknowledge receipt of their Revdex.com complaint. We have researched this matter thoroughly and have been able to isolate the error Ms. [redacted] is referring to.  While our system electronically emails information and itineraries to the email address stored in customer accounts, occasionally agents, who provide live phone support, also have to manually email itineraries.  We can assure you that Expedia treats our customer’s private information with the greatest regard.  In this instance, we carefully compared the two accounts Ms. [redacted] has provided, and we were able to determine that, while assisting both customers, an agent accidently mixed up the email addresses when manually sending out copies of their itineraries.   Expedia deeply regrets this agent error and thank Ms. [redacted] for bringing it to our attention.  The information will be escalated to the agent’s manager for coaching purposes.  As a courtesy, we have provided the customer’s online Expedia account with a $100.00 Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation Package. The coupon is valid for one year from the date of issue and is immediately accessible within her account. We hope Ms. [redacted] will allow us the opportunity to improve upon her experience in the future.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,Agent Name Tier 3 Customer Service

June 23, 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 is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding hotel reservations. We understand the customer is requesting a refund in the amount of $162.94 for their hotel booking.
The customer’s comment stated they encountered difficulties with their recent hotel reservation, and we would like to further research the matter in order to assist the customer with their concerns. The information provided in the customer’s comment was not linked to an account or itinerary. We ask the customer please provide us with an itinerary number. The customer may also provide the email address used to make their reservation so that we may fully review the concerns the customer noted.
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,
 
 
Nicole P[redacted]
Tier 3 Customer Service
 %

October 7, 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 is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding flight reservations. We understand the customer is requesting a refund in the amount of $54.00.
Our records indicate on September 22, 2015, the customer booked flight reservations – itinerary [redacted]. Travel was on [redacted], departing October 22, 2015, from Washington DC to Las Vegas, Nevada and returning on [redacted] on October 25, 2015, for one passenger.
On September 22, 2015, Expedia contacted the customer to advise the airlines were unable to process the customer’s reservations as the fare for the flight was invalid. At that the customer agreed to pay the additional amount of $54.00 in order to secure and confirm the flight itinerary.
Expedia.com 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.  Each airline has its own specific set of policies and procedures, as does each ticket purchased or package reserved.  [redacted] and [redacted] was the operating carrier and merchant of record (the entity that received your funds and the company that charged your credit card). The change fees and increases in airfare are set and collected by the airline.  We hope you understand we must abide by the terms and conditions set forth by travel providers such as [redacted] and [redacted].
------ When finalizing a reservation on Expedia.com, the user agrees to the specific rules and restrictions provided during the booking session.  As set forth in the Expedia Terms of Use:
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
You understand that any violation of any such supplier's rules and restrictions may result in cancellation of your reservation(s), in your being denied access to the applicable travel product or services, in your forfeiting any monies paid for such reservation(s), and/or in our debiting your account for any costs we incur as a result of such violation.
On October 7, 2015, as a goodwill gesture Expedia processed a refund in the amount of $54.00 back to the customer’s original form of payment. The time it takes to receive a refund depends on how quickly the customer’s credit card company processes refunds, generally 3-7 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,
Nicole P[redacted]
Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because: it is not resolved yet. My email used to book the trip was [redacted]. And the itinerary number is [redacted].  Please let me know if anything else is needed. Sincerely,[redacted]

November 21, 2016
 
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case: [redacted]
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Mr. [redacted] did not accept our response.
In his rebuttal, Mr. [redacted] states that he was to have a Mercedes Benz or similar as his vehicle of choice, but he was forced to pay $20.00 per day for an upgrade. He is requesting $140.00 as reimbursement.
After revisiting this issue, we discovered that there may have been a misunderstanding regarding the category listed on our website. We contacted the [redacted] again on October 21, 2016. The information that we received let us to reconsider our initial response. As such, we have processed a refund of $140.00 to the original form of payment. We apologize for any inconvenience that Mr. [redacted] may have encountered. Refunds like this usually take between 3-7 business days to post.
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

September 24, 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
 
 %

August 25, 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 March 15, 2016, the customer self-booked a package reservation which included flight, hotel and travel insurance through the Expedia.com website. Travel was with United Airlines and accommodations were at the Coco Beach Resort from July 4, 2016, to July 12, 2016. We understand from the complaint the customer is requesting a refund due to no direct ocean swimming access. 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. United 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). We hope you understand that we must adhere to the policies dictated by the airline in regards to cancellations and refunds. Upon receipt of the Revdex.com submission, we were able to verify on July 4, 2016, the customer contacted Expedia requesting to cancel the remainder of her stay. The assisting representative advised the customer that according to the airline’s terms and agreements which Ms. [redacted] agreed to at the time of booking, the flights were non-refundable. The customer was advised they would retain an airline credit for the adult tickets for travel completed one year from the original booking date, however the children’s tickets would be of loss value. At that time the assisting representative contacted the hotel on the customer’s behalf and requested the hotel waive the penalty which Ms. [redacted] agreed to at the time of booking: • Cancellations or changes made after check-in on July 4, 2016 are subject to a hotel fee equal to 100% of the total amount paid for the reservation The hotel agreed to cancel and waive the penalty. The customer chose to change her destination to Cancun, Mexico. In addition, at the time of booking on the Expedia website, Ms. [redacted] 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. Expedia must abide by the terms and conditions agreed to at the time of booking, and as a result, Expedia is unable to issue a refund as requested. 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

April 14, 2016
Revdex.com
Expedia – 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 complaint #[redacted] regarding the refund request for flight exchange. 
Our records show on February 2nd, 2016, Ms. [redacted] completed a package booking on Expedia. We understand from Ms. [redacted]’s complaint, after requesting a flight exchange on March 22nd, 2016, inaccurate information was provided which resulted in being unable to change the flight or given a refund for the amount of the tickets. The customer is requesting for the refund of the airfare in the amount of USD$810.94
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience she has encountered in resolving this matter and as a courtesy a $810.94 refund has been processed back to the original form of payment. As credit has been given to the customer and the issue has been resolved to Ms. [redacted] 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,
Daniel A[redacted]
Tier 3 Customer ServiceTell us why here...

July 22, 2015
 
Revdex.com
E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio
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 Ms. [redacted] is writing concerning a flight change error made by Expedia. On July 22, 2015 we contacted the customer to acknowledge receipt of their Revdex.com complaint and requested additional information.
 
Our records indicate Ms. [redacted] contacted Expedia to request assistance in re-booking flights and one ticket was booked for an incorrect date.  The customer had to pay an extra fee at the counter to correct the ticketing error and has been attempting to acquire a refund of the fees.  She was asked to provide, by fax, a proof of payment for the additional change fees she paid out of pocket, but the fax would not go through. 
 
In speaking with Ms. [redacted] on July 22, 2015 she has stated she contacted her credit card company and disputed the charge.  However, as the airlines would be the merchant of record for the tickets, and the error was not theirs, they will no doubt deny her dispute and the funds will be returned to them. 
 
Expedia has determined this was an error on the part of our agent and we regret the inconvenience this issue caused our customer and that resolving the matter has been difficult for her. 
 
Ms. [redacted] did provide me with case numbers ([redacted]) that gave access to the previous agent’s research and emails with her.  Expedia is requesting that she attach a copy of her credit card statement, showing additional fees, to this case as a rebuttal, and return it to us so we may refund her the disputed amount.  We regret that we must ask this of her, however for accounting purposes we must show proof of her loss to process the refund.   
 
Once we receive the requested receipt we will contact her to assure the refund is made.  
 
Expedia regrets the service Ms. [redacted] received was less than satisfactory.  Comments such as hers are read by numerous people within Expedia and help shape our policies and practices.  It is never Expedia's intent to inconvenience our clients and it is disheartening when our clients feel we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality customer service available.  We would like to assure her that her business is important to us.
 
As a courtesy, we have provided her online permanent Expedia account with a $100.00 Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation Package. The coupon is valid for one year from the date of issue and is immediately accessible within her account registered under [redacted]@yahoo.com. We hope she will allow us the opportunity to improve upon her experience in the future.
 
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:  Expedia owes [redacted] $823.50.  This has been explained over and over again by phone to many different Expedia employees and also by email many times.  Expedia has had ample time to review this complaint.Sincerely,[redacted]

September 16, 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 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 March 22, 2015, the customer self-booked a package which included a flight and hotel reservation using the Expedia.com website. Accommodations were at the [redacted] Resort – All Inclusive from July 10, 2015, to July 15, 2015. We understand from the complaint, the customer is requesting a refund. Upon receipt of the Revdex.com submission, we verified on July 21, 2015, Ms. [redacted] contacted Expedia regarding hotel issues. Expedia.com acts only as an independent reservations agent for hotels. If one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate action. We encourage our customers to contact us immediately which enables us to attempt to find a resolution at that time. However, it appears the customer did not contact Expedia regarding these issue during her stay. Expedia contacted the hotel directly on behalf of the customer requesting a refund due to the customer dissatisfied with sand color and noise from nearby rooms. They denied a refund. In addition, the hotel pictures do not appear to be doctored in any way. Expedia apologizes for the dissatisfaction that Ms. [redacted] experienced with our customer service. Comments such as hers are read by numerous people within Expedia and help shape our policies and practices. As the hotel stay was fully utilized, Expedia is unable to issue a refund as requested 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

January 20, 2017
 
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 Mr. [redacted] (Revdex.com case number [redacted]) regarding a flight refund request. 
 
Regrettably, Mr. [redacted]’s complaint does not provide us with an itinerary number and we have not been able to locate a flight itinerary with the information provided.  If he will respond to this request with the Expedia Itinerary number and the email address he used in his booking, we will be happy to research this matter and provide any resolution appropriate.
 
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
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 Department
 
 
Re: Expedia Case #: [redacted]
 
 
Dear Revdex.com,
 
 
 
Thank you for your response. We have reviewed the documentation/new information provided to further address [redacted]’s concerns.
 
On July 25, 2016, Expedia contacted United Airlines; they advised the correct ticket number for [redacted] is [redacted].  The other ticket number [redacted] is not valid and the customer was not charged.
 
United Airlines advised, to make sure the customer prints out the correct ticket number 3 ending [redacted].
 
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

August 25, 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 hotel refund request. Our records show on July 22, 2016, Mr. [redacted] self-booked an Expedia.com hotel reservation via booking number [redacted], with a check-in date as July 23, 2016. The full amount the customer’s paid for the reservation was $258.02USD. We understand from Mr. [redacted]’s complaint, spa amenities at the hotel were not available during the scheduled reservation dates. Mr. [redacted] mentioned this was one of the main reasons they booked at this specific hotel. Mr. [redacted] is requesting a partial refund of the amount the hotel charged for this reservation. Upon researching the customer’s complaint, we can confirm amenities were not available. The customer’s never contacted Expedia by phone. The hotel will no longer approve a refund. As a courtesy to Mr. [redacted] we have proceeded to process a partial refund of $138.93 for the reservation. The amount refunded is the higher amount charged for one of the two nights. This has been documented on the customer’s account. In the future we suggest that the customer contact Expedia so that we may inquire with the hotel and attempt to find a solution. Expedia’s goal is to provide an excepti[redacted] customer experience. We do regret any inconvenience he has encountered in resolving this matter. As a refund has been given to the customer and the issue has been resolved to Mr. [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, Daniel A[redacted] Tier 3 Customer Service

August 11, 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 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:
This is nothing to lie about so I do not appreciate you insinuating that I am not reporting FACTS!  I booked the MOTELS from California, while my husband was travelling. He had not idea where he was going to stay but I said "babe don't worry Expedia will take care of you, once you arrive in the city that you would like to rest in" Now after the fact I realised that was a LIE!
The hotels were not sleep-able, my husband did enter the front desk of each and asked if something in writing could be issued to prove that he had complaints and that he could not and would sleep in such filth!  Not even a simple apology from Expedia nor did you even offer a credit for future use.  Check your records, I have used your website MANY of times but have never experienced something such as this. 
You cannot advertise luxury, charge us and then send us to a drug hole, bug infested, non-cleaned Motel and keep our money.  How about you and ALL your staff go sleep there then we can continue this discussion. Some NERVE of you!  But just how I have been posting my previous experiences on social media/blogs I will post about ALL of this just as well.  The world would LOVE to read about this and NOT support your company!
Start with the fact that Expedia should not post misleading photos of hotels (false advertisement)! 
if my confirmations are accurate here is what took place!
[redacted] - for $32.52 is being credited back to our account per a POLITE Expedia Rep. that stated how they understood and the hotel agreed that my husband DID NOT stay there, complained and a refund is being issued. 
[redacted] - for $63.44 my husband did check-in and sleep in this hotel. This is NOT an issue, concern or complaint. If this confirmation was on the previous emails and/or complaints then disregard and note as an error. 
[redacted] - for $42.67 after the first hotel appeared to be broken down, nasty, unsafe and HORRIBLE we tried again (or perhaps in revers order but same thing) he could NOT stay at this DUMP.  
One of the MOTEL (MO-NASTY) locations - phone number listed does not even work.
Also, you stated that I did not try contacting Expedia well I did and could not get anyone. I googled again on the day that I did call but located a different number.  Also, based on my past experiences I felt confident that Expedia would provide excellent service based on the experience that my husband was having while travelling but I guess I gave Expedia too much credit. YOU don't know what customer service is!  You are a scam artist/company.  Beating people out of their money will not get you any where. You will go out of business SOON (mark my work)!!!  
My friends and I will no longer support this company and will warn others about how you like to photo misleading photos and steal from consumers!
Go suck an EGG!Sincerely,[redacted]