Expedia Inc

September 11, 2015
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: O-[redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding hotel reservations.  We understand the customer is disputing the amount quoted and charged for three recent itineraries. On September 11, 2015, we contacted the customer to acknowledge receipt of their Revdex.com complaint.
 
Our records indicate on July 29, 2015, the customer booked three hotel itineraries via phone with an Expedia representative; itinerary #[redacted], itinerary #[redacted], and itinerary #[redacted]. All three itineraries were booked for the [redacted] Kansas City, MO Near [redacted] in Kansas City, Missouri, checking-in on August 2, 2015 and checking-out on August 14, 2015. Itinerary -[redacted] was for three rooms totaling $2470.50, Itinerary -[redacted] was for one room, totaling $791.28, and itinerary -[redacted] was for eight rooms, totaling $6588.00.
While we were unable to confirm the quoted amount at the time of booking, Expedia is willing to issue a refund of $823.50 as an offer of good-faith.
A refund in the amount of $823.50 was issued on September 11, 2015 to the original form of payment. The time it takes to post to the account is dependent on the bank’s standard refund timing.
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,
Britt M[redacted]
Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because:
I feel I have been wronged.
I repeatedly asked the Expedia Sales Agent about my cancellation and she repeatedly informe me I would have no problem changing my reservation. I specifically asked her at the end of our conversation: Ok, I have 24 hours to make any changes correct? and she said yes. I asked over and over because I knew I needed to consult with my daughter about the dates, not my husband as they stated, there is no husband. When I called the agent it was to make sure I could change the dates, since I KNEW I had to ask my daughter ( she was moving to the UK) for the correct dates that would suit her. They have the conversation and they are now telling me they do not??? 
As for the email confirmation they are talking about, if it had the non_cancellation policy in there, then that was already incorrect because that was not what I was told over the phone by their sales person. 
They also do not mention they messed up the flight cancellations also, they say nothing about that.
This was all completely UNFAIR, and they need to correct it, it is the right thing to do, their sales person messed up and misinformed me.
[redacted]
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because I did cancel on the 20th online thru Expedia. I only contacted the hotel on 9/23 to inquire because they called and asked if I was still making my reservation that evening. That's when I called and stated that I cancelled this hotel reservation and they stated that they received nothing from Expedia and that I need to contact Expedia. . Also Expedia didn't advocate for me with the hotel at all. The person that we spoke with though Expedia hardly knew what we were asking. They just kept repeating the same thing over and over agin, clearly reading from a script and not addressing my husbands concerns so how can you advocate for us to the hotel when you didn't understand him???! I was a loyal customer with Expedia used them for all my travel plans in the past but will never use them in the future. Also have read previous complaints and I am not the only one that has had this issue before with Expedia. Many have experienced having cancelled reservations and they ended up not being cancelled and then having to pay for services that were not received. So it's not just my experience. They really need to work on their customer service and their handling issues when they are in the wrong!!!! Will never use them again. Sincerely,[redacted]

October 12, 2015 Revdex.comE.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. ...

Weappreciate the Revdex.com allowing us to address the comments and concerns which havebeen brought to our attention.  Expedia,Inc. is disheartened the customer felt their concerns were not resolvedadequately by our company prior to seeking further actions from you. Expedia, Inc. is responding to the consumer complaint from [redacted]and [redacted] (Revdex.com case number [redacted]) regarding a refundrequest.  We understand the [redacted]are stating the hotel was not acceptable and they didn’t use their reservation.They are asking for a full refund.  On October12, 2015 we attempted to contact the customer to acknowledge receipt of theirRevdex.com complaint. Our records indicate on July 6, 2015 the customer bookedreservations for two rooms at the [redacted], Manzanillo, Mexico toarrive on July 11, checking out July 13, 2015. The customer is reporting the hotel grounds were not clean and presenteda health issue due to mosquitoes breeding in trash on the grounds and beach.   The cancellation policy agreed to by the customer at thetime of booking states:Cancellation and Change Policy:Refundable  Cancellations orchanges made after 11:59 PM local hotel time, Friday, July 10, 2015 aresubject to a hotel fee equal to 1 night(s) plus taxes and fees.Cancellations or changes made after check-in aresubject to a hotel fee equal to 100% of the total amount paid for thereservation. On October 12, 2015 Expedia contacted the [redacted]to advocate on behalf of the customer, asking for permission to refund the twobookings in full. The hotel did not feel the complaint was accurate, but as acourtesy they approved a refund of one night for each reservation, retaining aone night cancellation penalty for each room.  On October 12, 2015 Expedia processed two refunds; $130.02for one night on Itinerary [redacted] and $ 199.37 for [redacted], backto the customer’s original form of payment. The time it takes for the credits to be available in the customer’saccount depends upon how quickly their bank processes refunds.  Expedia.com serves as a third-party intermediary for hotelproviders and as such, we must abide by and enforce the terms and conditions,and decisions, set forth by our partners. Although we regret to hear that the hotel did not meet the customer’sexpectations, we are unable to offer any further refunds or compensation forthese reservations, in addition to the hotels approved one night refunds. We thank you for allowing us the opportunity to address theissues 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

August 3, 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.
After further review, we have confirmed that Mr. [redacted] was charged for the Ace Car rental that was reportedly canceled by Ace. The amount of the booking was $144.62. As such, we have refunded $144.62 to Mr. [redacted]’s original form of payment. We are unable to honor the request to refund the difference between this booking and the booking mentioned in Mr. [redacted]’s complaint.
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 28, 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
 %

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 pending authorization.  We understand Mr. [redacted] is requesting that Expedia release the pending authorization. On November 25, 2016, we received receipt of the Revdex.com complaint.
 
The customer is stating they are seeing several pending authorization’s on the customer’s billing statement.
 
In reviewing the customer’s account, on November 24, 2016, the customer attempted to self-book a reservation. The customer used three different forms of payment, one a Master card ending in [redacted]. The credit card had three authorizations in the amount of $24.00 each.
 
The other form of payment was a Visa ending in [redacted]. This credit card had one authorization in the amount of $1.00. The last form of payment was a Discover card ending in [redacted]; this credit card had fifteen authorizations in the amount of $24.00 and five authorizations in the amount of $1.00.
 
On November 24, 2016, all the pending authorization were reversed. The customer was not charged for any reservation.
 
Expedia works from a live inventory and prices and/or availability can fluctuate.  The reservation is not confirmed, until it is booked. 
Expedia serves as a third-party intermediary for travel providers such as hotels, care rental agencies, and airlines, and are subject to the rules and restrictions of those providers. 
When a customer makes a purchase, Expedia applies a credit authorization toward the credit card to determine if the card is valid. This is a temporary hold and if a booking is not successful, the full authorization may remain on the customer’s credit card; however, each bank or credit card company policy is different. Although the credit card authorization is attempted on our website, they are not charges from Expedia.
Expedia has no control over the timeframe for the pending authorization’s to be removed from the customer’s billing statements.
 
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

June 1, 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 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 [redacted] (Revdex.com case number [redacted]) regarding flight reservations. We understand the customer is requesting a refund of $200.00, as they feel there is a discrepancy in the amount of the airline incurred change penalty.
Our records indicate on March 17, 2015, the customer booked flight reservations – itinerary [redacted] – using our self-service tool on the Expedia.com website. Travel was on [redacted], departing June 15, 2015, from Sao Paulo, Brazil to Boston, Massachusetts, returning September 16, 2015, for two passengers. The customer booked the Stress Free Flight Insurance in conjunction with their flight reservations.
Upon further research, we were able to confirm on May 13, 2015, the customer contacted Expedia to inquire about cancelling their flight reservations, at the time the assisting representative advised the customer that Expedia no longer has control of the customer’s reservations, as they contacted [redacted] Airlines directly to inquire about making changes. The customer was advised they would need to contact [redacted] Airlines directly, as Expedia no longer had the ability to see or make changes to the customer’s flight reservations. At this time, the customer was provided with the phone number and confirmation number for [redacted] Airlines, the assisting representative did not advise the customer an amount for change penalty.
Upon booking the flight reservations, the customer was advised of the following terms and conditions:
Tickets are non-refundable and non-transferable.
Tickets will incur a $300.00 per person change penalty, plus any increase in airfare at the time tickets re reissued.
We strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies and to call us immediately if there are any discrepancies or additional questions before purchasing the itinerary.  It is our customers’ responsibility to review all rules and regulations prior to booking any travel.
 
We sincerely regret that we are unable to offer a more satisfactory response or resolution to the customer’s concern regarding the change penalties associated with her flight reservations. At Expedia we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us.
 
However, we know that there are some instances when policies associated with offers on our website cannot allow for a resolution that is more favorable to our customers. We only want to convey that we are able to provide our customers with the necessary information related to their purchase/requests. As such, we stand by our previous decision and are unable to offer any compensation on this matter.
 
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,
 
 
[redacted]
Tier 3 Customer Service

Complaint: [redacted]In my initial complaint I attached a document that included the itinerary number; the itinerary from Expedia is # [redacted] The email related to my account is [redacted]
I am attaching the document I attached before as well as a copy of the Expedia Itinerary.
Let me know if you need further information
Thanks,Sincerely,[redacted]

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

September 24, 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 ([redacted]   (Revdex.com case number [redacted]) regarding a refund request.
 
Our records reflect the customer accessed Expedia.com and booked package itinerary # [redacted] for flights and car rental.  Regrettably, there appears to have been a system error and the itinerary did not process correctly, making it unable to be retrieved.  Mr. [redacted] reported that his car was not booked and he had to rent an alternate vehicle. 
 
We show this matter has been resolved on September 18, and 22, 2017 when an agent processed two refunds, covering the original car rental in the amount of $640.66 paid on the itinerary, and also a refund of the cost of the second car rental, $473.45, so that Mr. [redacted] ultimately will have no out of pocket expense for his rental car.  Expedia deeply regrets the inconvenience this matter caused our customer.
 
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 Corporate Customer Service

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I've received emails from Expedia on 1/19 and 1/21 requesting that I mail a hard copy of my receipt to their Las Vegas office.  Also, the message I received through Revdex.com states the $50 certificate has been added to my Expedia account. The statement by the Expedia rep through Revdex.com is in the past tense, but checking my account today, the $50 is AWOL.  I assume it will be added at a future date.  I have written to the corporate office about the mishandling of this entire affair.  Someone in authority needs to know that the primary function of Expedia customer service is to invent ways to deny a customers Best Price Guarantee claim.  If you think I overstate, just Google Expedia complaints.  There are innumerable complaints just like mine.  
I'm grateful to Revdex.com for assisting me.
Sincerely, [redacted]

September 8, 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 advertising issues and refund request. 
 
Our records show on April 30, 2016, Mr. [redacted] self-booked an Expedia.com cruise reservations via booking number [redacted], sailing with [redacted] Cruise line on September 5, 2016. We understand from Mr. [redacted]’s complaint, an itinerary change was made by [redacted] Cruises prior to the booking date but was noted on advertised on the Expedia.com website. Customer also stated upon requesting to cancel the booking, he was advised refund could not be provided. Mr. [redacted] is requesting a full refund due to falsely advertising by Expedia.
 
Upon researching the customer’s complaint, we can confirm Mr. [redacted] was emailed the booking confirmation on April 30, 2016, showing the correct itinerary details with one port not included. We can also confirm the cruise was taken by the customer upon confirming with [redacted] Cruises that the guests were onboard.
 
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience he has encountered in resolving this matter. As the booking was utilized and the cruise taken by Mr. [redacted], we are unable to honor Mr. [redacted]’s refund request.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Angel A[redacted]
Tier 3 Customer Service

June 3, 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

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

January 28, 2016
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 hotel reservation.  We understand the customer is requesting a refund for their hotel reservation. On January 28, 2016, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint; however the call was routed to voicemail.
Our records indicate on November 30, 2015, the customer self-booked a hotel reservation using Expedia’s website, itinerary number [redacted]. The hotel reservation was for The [redacted] in [redacted], checking in on January 16, 2016 and checking out on January 18, 2016.
We can confirm the customer contacted Expedia on January 16, 2016 to cancel the reservation and seek a refund. Our records show that this matter was resolved. As the reservation was a prepaid reservation, Expedia needed to gain authorization from the property to processes the refund. On January 27, 2016, Expedia advocated on behalf of the customer with the hotel and a full refund of $259.43 was processed to the customer’s original form of payment.
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,
Britt M[redacted]
Tier 3 Customer Service

May 22, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case#O-[redacted] Dear Revdex.com: Thank you for forwarding the Revdex.com consumer rebuttal from Mr. [redacted].   We regret [redacted] did not accept our response and/or resolution offered. When an Expedia reservation is confirmed an email is immediately sent to the primary email address provided by the customer.  This serves not only as a verification that the booking is confirmed but it also provides a detailed summarization of the booking details beginning with the dates, number of travelers, destination, length of travel, and any inclusions that were sold with the vacation package.    [redacted] received the confirmation email that provided the room type, which was the Resort View.  It did not list the room type as being all-inclusive, nor was the customer charged for an all-inclusive package.  It also provided a disclaimer which stated “Guests must book the ‘Escape Inclusive’ rate plan to receive All Inclusive benefits during their stay”.  We regret any inconvenience this matter has caused.  As the customer has not provided any new information, we stand by our previous decision and will not honor the request for reimbursement of additional expenses incurred.  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,[redacted]Tier 3 Customer Service

August 22, 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

Hello Revdex.com,I am pleased to provide assistance with case #[redacted]. Below are the findings and resolution to the case:Customer Complaint:The customer booked three non-refundable rooms over the phone for the [redacted] – Wilmington for the night of July 15, 2016. The customer also...

states they contacted our Customer Care Team on the date of arrival for assistance.The customer is requesting a full refund of 321.51 USD.Findings:
During the booking process the agent is required to confirm the hotel and rates prior to receiving the customer’s credit card, and once again during a full reservation recap before the booking is confirmed.According to our records, we do not show any contact with our Customer Care Team for assistance until September 17th, 2016. We always recommend the customer contacts our Customer Care Team at the time an issue arises, as once the issue has passed our support options become limited.The hotel has confirmed these reservations were marked as a no-show and they are billing in full for the reservation.Resolution:As we do not show any notations that our Customer Care Team was contacted for assistance prior to September 17th, we are unable to approve a refund.Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Thank you, Brooklyn B.Customer Relations Specialist

March 2, 2016
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: [redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a refund request. We understand Ms. [redacted] is requesting the return of a first night fee from a hotel reservation that was cancelled. On March 2, 2016 we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint and verify the itinerary number.
Our records reflect that the customer has booked and subsequently cancelled 35 itineraries for 2015 and 2016 dates.  Four of the booked and cancelled itineraries were for the Grand Miramar All Luxury Suites & Residences, Puerto Vallarta, Mexico. We would like the customer to be aware that all finalized itineraries are forwarded to the property immediately and many “hotel collect” properties do charge a deposit or even the full reservation amount, depending on how close the arrival date is to the booking date.  The deposit/charge policies are set by the hotels and Expedia has no input regarding their terms.
Expedia finds the following booked and cancelled reservations for the Miramar Resort.
•             Itinerary [redacted]  arrival date 18 MAY 2016
•             Itinerary [redacted] arrival date 18 MAY 2016
•             Itinerary [redacted]   arrival date 15 JUN 2016
•             Itinerary [redacted]   arrival date 22 JUN 2016
Although Ms. [redacted] did not give the itinerary number in her complaint, we believe the itinerary in question is [redacted].  The hotel does note in their online profile that “There is an advance purchase requirement to book this room.”, but they do not expand on what the advance purchase amount, is or when it is debited. 
On March 2, 2016 Expedia contacted the Miramar All Luxury Suites & Residences and spoke to Caesar in reservations to advocate on behalf of the customer, with regards to a refund of the $311.91 deducted from her credit card by the hotel.  As this was a Hotel Collect reservation, the hotel is the merchant of record and would be the refunding party.  The hotel agent advised that they authorized a full refund of the deposit on January 30, 2016.  Caesar will follow up today with the accounting department to inquire as to whether the refund has been processed and if not, he will request that it be escalated and done right away.
We have also spoken with the Miramar about updating their site profile to provide the information that they charge the first night of a reservation, at the time of booking.   They will be reviewing their Expedia profile to revise it so customers will know to plan for the initial charge.
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