Expedia Inc

May 26, 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 package reservation.   We understand Mr. [redacted] is requesting a refund.  On May 10, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on March 3, 2016, the customer self-booked a package reservation, using Expedia.com.  Travel was on United Airlines, departing May 7, 2016, from Newark, New Jersey to San Juan, Puerto Rico; returning on May 21, 2016, from San Juan, Puerto Rico to Newark, New Jersey.  The reservation included a car rental with Hertz, pick-up date May 7, 2016, check-out May 21, 2016.  The reservations also included travel protection for the flight and car rental insurance.  The customer is stating, Hertz rental car did not honor the Expedia car rental insurance and has requested the refund; however, has not been refunded.
 
Upon further researching this matter, we can confirm on May 9, 2016, the customer contacted Expedia, advising, Hertz did not honor the Expedia car rental insurance.  Our agent contacted the vendor; however, our agent was not able to speak to anyone.  Our agent advised the customer, we would need to speak with the vendor to confirm the information.  Our agent advised the customer, once we contact the vendor; Expedia would contact the customer.  The customer understood.
 
On May 10, 2016, the customer contacted Expedia advising, Hertz did not honor the rental insurance.  Our agent contacted the vendor, they advised the customer did take the extra insurance; however, they did not decline the Expedia insurance.  While our agent was speaking with Hertz, the customer was no longer on the line.  Our agent was not able to contact the customer.
 
On the same day, the customer contacted Expedia, advising, they have contacted us several times in regards to the refund; however, has not been refunded.  Our agent advised the customer of the policy with the rental insurance.  No further action was taken.
 
On May 26, 2016, Expedia contacted Hertz on the customer’s behalf, they advised, Hertz did not decline the Expedia rental insurance.  Hertz advised that the customer took the extra insurance they had offered.  Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendors.  Each vendor has its own specific set of policies and procedures as does each reservation purchased.  
 
Since Hertz did not decline the rental insurance, 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.  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

Complaint: [redacted]
I am rejecting this response because: after they offered me $50; I asked for an additional compensation and they rejected.  I just won't do any business with this company any more.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:
Your response is not accurate at all. First of all, I did all my diligence and checked on the visa requirement (after talking to an Expedia customer service rep that barely spoke any English) and the visa was not required at the time I purchased the tickets. The visa requirement took place two weeks before the flight was already scheduled, so how was I supposed to know about these changes?
I have no idea what are you talking re: the $139. Have no idea! We had to purchase two brand new tickets that cost us almost $3000. I did talked to someone while my parents were stuck in [redacted] and tried to see if they can put them on another flight for free, but they said that this is Expedia's fault for non-notification, and that if my parents want to return home t Romania from [redacted] , the ticket will cost $139. Of course we did not pay the money for them to return to Romania because they were coming to the US. So, this is truly unrelated to the subject here.
You did not answer that if you don't advise on visa, why your representative assured me that the visa is not required for Canada transit because is on a "neutral territory" , exact her words. By you refusing to review the taped conversation shows me that you guys have something to hide. I am ok with you listening the tape to prove that you guys gave that info over the phone.
I tried to call multiple times and talked to "managers" that are poorly trained and barely speaking English, and their solution was to hang up the phone and never call back. Is this the service you offer? Didn't you see how many complains you guys have? Doesn't that reflect anything?
I need my money refunded, or I will take a step forward from here. If my problem will not be solved, I will hire a lawyer and take it from there. You will then be required to relieve the recording that truly incriminates you. I am trying to solve the problem in a nice way and all I need is my money back. I do have lots of documents (but could not attach them here because there is no option), and I also did not have enough room to describe the entire story.
Need the problem solved and money back!Sincerely,[redacted]

November 9, 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 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 case ID # [redacted]) regarding a hotel reservation. Upon receipt of the Revdex.com submission, we have verified this issue was resolved on October 28, 2015. A full refund in the amount of $139.12 was processed back to the customer’s original form of payment. The time it takes to post the refund to Ms. [redacted] account depends on how quickly her credit card company processes refunds. Please accept our apologies in regards to the customer’s recent experience with the Expedia Customer Service Center. We regret any inconvenience that may have occurred and would like to assure Ms. [redacted] that her business is important to us. 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]

Complaint: [redacted]
Thank you for your response. We are rejecting this response because we find your reasoning to be flawed, some facts to be inaccurate, and need additional answers to other questions before we consider proceeding with different options. There are two issues, in specific, that are problematic in your response and require further attention and elaboration. As of now, your responses do not justify inaction on you part. As long time customers of Expedia, we are very disappointed in the fact that you acknowledge the likelihood of misleading information and misunderstanding, yet you take no action to satisfy a long-time customer.
 
1)    Expedia’s definition of terms (i.e. guaranteed ocean view) are not consistent with the common definition of that term to a reasonable person.
The reasonable and plain meaning definition of ‘guaranteed ocean view’ room implies that one would be guaranteed the view of an ocean (weather permitting). Any other definition or disclaimer is absurd unless it’s clearly labeled as such. For example, to communicate the potential for obstruction, Expedia could simply indicate ‘guaranteed ocean view with the possibility of obstructed view’. It is inconceivable that a customer would infer from the term ‘guaranteed ocean view’ that this would include the possibility of obstruction. As such, we are concerned that Expedia is misleading a customer to purchase without full knowledge of the likelihood of obstruction. For example, if I advertised a red car for sale, and you discovered the car was blue, it is inconceivable that by red car I meant any color, including blue, yellow, black and green. Clearly, the definition of red is red, with the possibility of a variant of red or different shade of red, but not orange, yellow, or blue.
As such, please provide further elaboration about how and why Expedia is defining the term ‘guaranteed ocean view’ as something other than the plain meaning of the term.
 
 
2)    Expedia did not provide clear and explicit communication to us about of the terms and conditions of the ‘Guaranteed Oceanview’ room:
Expedia failed to clearly and explicitly communicate, in writing, about the possibility of an obstructed view before and after we purchased the oceanview stateroom. It is our understanding that during conversations with Expedia representatives prior to purchase, each representative never notified us of NCL's policy for potential of obstructed view. As such, we can only rely on the final written documentation Expedia sent to us. In that final written documentation (invoice), there is no reference to the possibility of obstructed view. The final Expedia invoice indicates only the purchase of an ocean view room. To put it simply, we bargained specifically for an ocean view stateroom, among other alternatives available to us, and we paid an additional $350.00 per person above the interior stateroom price to ensure that we could obtain a room with an oceanview. Anyone in our position would expect and assume that if you pay an additional amount for an ocean view room, one can only expect nothing less than an ocean view room. If Expedia would have clearly and explicitly communicated to us that ‘guaranteed oceanview’ room implies the possibility of obstructed view, then we would not have made this purchase.
As such, please provide a response about why you cannot take action to compensate us based on the lack of written communication on your part to advise us of the disclaimer.
 
If you have any questions, please feel free to call or e-mail me. Thank you for your responses.
 
 
Sincerely,[redacted]

November 24, 2015
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 is responding to the consumer complaint from [redacted] B [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 17, 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 the customer’s Expedia account.  We understand Mr. [redacted] is requesting a credit.  On August 9, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect the customer has not recently booked any reservations. The last date the customer booked a reservation using Expedia.com was in September 2015. In reviewing the customer’s account, the customer does have 2532 in available points. The points will expire if no additional reservations are booked by April 22, 2017.
 
If the customer has forgotten their password, Expedia can provide the steps on how the customer can reset their password:
Go to the Expedia.com website and click on Sign in.
Click the Forgot your password.
The website will ask the customer to enter their email address [redacted]gmail.com; which is linked to the customer’s account.
Click the Reset My Password, the customer will be emailed instructions on how to reset their password.
 
Please note for security safeguards, resetting the password will remove any credit card information that is stored in the customer’s account.
 
We hope the customer understands Expedia cannot honor the request to add any credits or points to the customer’s account.
 
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

December 12, 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 flight reservation.  We understand Mr. [redacted] is requesting a refund. On December 6, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on December 2, 2016, the customer self-booked a flight reservation. Travel is on United Airlines, departing December 15, 2016, from Sacramento, California to Dallas, Ft. Worth Texas; returning on December 16, 2016, from Dallas, Ft. Worth Texas to Sacramento, California. The customer is stating was unaware that the flight reservation was nonrefundable.
 
Upon further researching this matter, we have no record the customer contacted Expedia regarding the flight.
 
Expedia was able to review the customer’s booking session that was made on December 2, 2016. During the booking and checkout path on our website, it was disclosed that the flight was nonrefundable, non-changeable. Our website did disclose that the exact flight details would be available after completing the booking.
 
Expedia does advertise the customer can cancel the flight reservation within 24-hours after the booking; however the customer must read the terms and conditions specific to their itinerary.
 
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. As a result, 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.
 
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]
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: [redacted]I am rejecting this response because: They are looking at two different bookings, this is ridiculous I just want my flight to be good in two weeks Sincerely,[redacted]

October 22, 2015Revdex.comExpedia – Alaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: O-[redacted]Dear Revdex.com,Thank you for taking the time to contact Expedia.com 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 canceled flight reservation refund request.  Our records show on July 17, 2015, Mr. [redacted] self-booked an Expedia.com flight reservation via booking number [redacted], with a departing date of August 28, 2015 and a return date of September 3, 2015. We understand from Mr. [redacted]’s complaint, the flight reservation was canceled due to personal reasons and he was advised a credit will be provided by the airline for future travel. The customer also stated, when trying to re-book his flight, the airline advised credit was per passenger only. Mr. [redacted] is requesting compensation or a full refund of the amount paid for the flight reservation due to misinformation provided by Expedia when reservation was canceled.Upon researching the customer’s complaint, on October 12, 2015, Mr. [redacted] brought this matter to our attention. The customer was advised the airline’s cancelation policy, provided to him at the time of booking, applied to each ticket. Further research confirms, via the actual booking process, Mr. [redacted] was advised “tickets are non-refundable and non-transferable.” The customer was also provided a link to view the complete airline rules and policies for changes and cancelations before payment was made. Mr. [redacted] was advised to contact the airline to request for credit to be combined so it can be utilized by one passenger but option was not accepted.Expedia makes every effort to ensure that our customers have a clear understanding of their selections related with the travel items they are purchasing. Expedia.com only acts as an independent reservations agent for hotels, airlines, and cruises and must abide by the terms and conditions set by that particular vendor. Based on the information provided above, we are unable to honor Mr. [redacted]’s request for a refund or 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]Tier 3 Customer Service

October 22, 2017
 
Revdex.com
E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio
Complaint Department
 
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted].
 
On October 20, 2017 Expedia reached out to [redacted] by phone and conveyed that we had spoken with the resort in search of a solution to her issue.  The resort advised that they have corrected the information on Expedia’s website to show their rooms do not have separate bedrooms.
 
In an attempt to assist the customer, Expedia offered to purchase a second room for [redacted].  The resort was able to accommodate this request for the first four nights, October 18, 2017 through October 22, 2017, but they did not have availability for the last night of her original stay. 
 
We spoke to [redacted] and offered to purchase the room for the four nights available, with the agreement that if the resort had a cancellation for the last night, she could pay for that night and Expedia would reimburse her upon her return and submission of the receipt.  [redacted] was agreeable to this and stated that if no room became available on the last night, she would move into the original room with her travel companions for the one night. 
 
On October 20, 2017 Expedia created Itinerary [redacted] for [redacted] and paid the vendor for an October 18, 2017 through October 22, 2017 reservation at the La Zebra Colibri Boutique Hotel in Tulum, MX. and provided the information to [redacted].  She has advised that she will respond to the Revdex.com upon her return, that this matter has been successfully resolved.
 
We apologize to the customer for the inconvenience this situation has caused. 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,
Roseanne G[redacted]
 
Tier 3 – Customer Service
Expedia, Inc.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this request is temporarily satisfactory to me. I leave for this vacation tomorrow, so I have no choice. However, once Expedia has ediquate time to research my issue, I expect refunds for the extra charges and fees that I will incur due to expedia's mishandlng of my reservation, as well as compensation for numerous hours I have spent trying to resolve this issue before involving Revdex.com.   I want that clear and on the record.
PS - The last 72-hour call back that was promised to me, was never fulfilled.  To date, no one called me back as promised.
Sincerely, [redacted]

September 7, 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 account issues. 
 
We understand from Mr. [redacted]’s complaint, he has multiple accounts and is trying to utilize points from an account that is currently locked. The customer also stated after contacting customer support, no proper resolution has been provided. Mr. [redacted] is requesting for account to be unlocked or for points to be transferred in order for his to use for a new booking.
 
Upon researching the customer’s Expedia.com account, we have verified Mr. [redacted]’s account linked to email address, [redacted], is currently locked and being handled by a higher department. We can confirm on August 30, 2016, an email correspondence was sent to that particular department for the customer to be contacted regarding his account.
 
Furthermore, based on the terms and conditions of the Expedia rewards program, found on our website and provided to customers at the time of enrolling, points earned on each individual account, cannot be transferred between accounts.
 
Earned points from booking made under an account with one email address, cannot be used on a different account, with a different email address and a different name. Based on the above information, we are unable to honor Mr. [redacted]’s request for credit or transfer points between accounts.
 
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

January 18, 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 coupon replacement request. We understand the Customer is asking for a redeemed coupon to be replaces. On January 18, 2016 we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint.
Our records indicate on January 4, 2016 the customer booked a non-refundable itinerary # [redacted] for a stay at the Westin Hotel, Pasadena, California to arrive on January 8, 2016 and checking out January 10, 2016.  Our records further indicate the customer contacted Expedia on January 5, 2016 and spoke with an Expedia agent whose notes state the customer asked for her itinerary to be cancelled due to weather conditions.  Expedia agents do not cancel a reservation, without a customer requesting this to be done, as there would be no reason we would want to cancel an itinerary unless we understood that was the customer’s wishes.  Our agent’s notes indicate he understood this to be what the customer was asking him to do.  If there was a miscommunication in that conversation, then Expedia regrets the customer’s wishes were not clearly understood.
Because the customer feels the reservation was cancelled in error, an exception has been made, as a courtesy, and the $100.00 Expedia Travel Coupon she applied, when booking the reservation, was added back to her Expedia account.  It is currently available for her use.  However, the terms and conditions of the travel coupon program contain the following conditions:
This coupon will be deemed fully used once a qualifying reservation has been made and will not be returned or replaced, even in the event that the reservation is cancelled. If travel dates are changed after the use of the coupon, then the coupon will not apply to the changed travel schedule. There is no residual value and no credit will be issued if purchase amount is less than the coupon amount. Customer is responsible for the cost of the booking above the value of the redeemed coupon.
Terms and conditions of this coupon are as written and cannot be changed by any representation of any unauthorized person, including employees of Expedia, Inc.
The full terms of Expedia Travel Coupon program can be accessed through the following link:
http://www.expedia.com/daily/promos/advocate/ugc/termsugccpn100.asp
The customer has been informed previously that there will be no further travel coupons awarded to her, as she has been identified as someone who has used the program in a way not intended by Expedia.
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:  I am rejecting this response because Expedia is claiming they need more time.  That is their standard "stalling" technique and they have had ample time to resolve this issue.  I would like for them to truly address this issue and provide feedback.  Thank you.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: Expedia absolutely charged us or they wouldn't have offered us a refund (proof per my attachment). The $200 charge appears on our credit card statement identically to the charge from Expedia in October for our tickets. We demand to be treated fairly and at a minimum refunded OUR $200 that Expedia illegally charges us.Sincerely,[redacted]

October 12, 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, 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 August 20, 2015, Mr. [redacted] booked an Expedia Vacation Package online which included roundtrip flights and a five-night stay at the [redacted] in Punta Cana from November 16, 2015, through November 21, 2015.
Mr. [redacted] contacted our office on August 20, 2015, and informed us that an error was made during booking regarding the return flight. It was agreed that the package would be canceled and rebooked with the correct return flight. Regrettably the agent who assisted Mr. [redacted] made the exact same error while booking the new package. The new package was canceled and refunded and a third package was booked. Refunds were issue for the first two bookings which caused several debits and credit to appear on Mr. [redacted] billing statement.
Mr. [redacted] contacted our office several times to dispute the refund amounts that he’d been issued. He says he was treated rudely by supervisors when he called in for assistance. He stated that we eventually agreed that he had refunded the wrong amount and that we would be contacting him via phone, but later told him that his math was incorrect and that we would not refund. He provided a copy of his billing statement to show that we refunded the wrong amount. He says he never received a call as he was told by Expedia and after the issue remained unresolved; he canceled the last package and booked through a different company. He now wants a refund for that Expedia booking and says that he was forced to cancel it because no one ever followed up with him.
We contacted the airline to request a refund on Mr. [redacted] behalf, but our request was denied as it could not be deemed a duplicate ticket.
At Expedia, we take customer complaints and feedback seriously, and are committed to providing our customers a great experience from booking to stay. Because we value Mr. [redacted] as a customer and regret the experience he reports, we have already undertaken an exception to resolve his complaint.  A refund in the amount of $915.20 was issued to his original form of payment. Refunds like this typically take 3-7 business days to post to individual accounts, depending on how quickly his 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

August 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 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 is Mr. [redacted] is requesting Expedia to correct the room type.  On July 28, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on July 3, 2016, the customer self-booked a package reservation for [redacted]. [redacted] and [redacted]. [redacted]. Travel on American Airlines, departing January 22, 2017, from Charlotte, North Carolina to George Town, Bahamas; returning on January 29, 2017, from George Town, Bahamas to Charlotte, North Carolina.  The package included a hotel stay at Sandals Emerald Bay Great Exuma-All Inclusive, check-in date January 22, 2017, check-out date January 29, 2017.  The customer is stating they encountered an error; they selected the Royal Estate Two Story One bedroom Beach Butler Villa Suite with Pool.  The customer is stating, once they completed the reservation the room type changed to the Beach House Luxury Club Level Room.
 
Upon further researching this issue, we can confirm on July 4, 2016, the customer contacted Expedia, advising they selected Royal Estate Two Story One bedroom Beach Butler Villa Suite with Pool; however once the booking was completed the room type changed to the Beach House Luxury Club Level Room.  The customer wanted to change the room type.  Expedia advised the customer, we could change the room type; however, they would need to pay the fare difference.  The customer declined.
 
Expedia was able to review the customer’s booking session that was made on July 3, 2016.  The customer selected the Beach House Luxury Club Level Room and completed the reservation with that room type.  The customer did not select the Royal Estate Two Story One bedroom Beach Butler Villa Suite with Pool.
 
Expedia can provide the customer with two options: The first option is to change the room type; however, the customer will be responsible for any increase in price.  The second option, the customer can cancel and receive the refund for the hotel booking.  The customer can rebook the correct room type at the current rate online.  The customer has to cancel the hotel booking before December 22, 2016, if not the reservation will be nonrefundable.
 
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.  As a result, 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.  This gives Expedia the opportunity to provide an appropriate resolution.
 
 
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,
Delia K[redacted]
Tier 3 Customer Service

May 18, 2016 Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns...

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