Expedia Inc

Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from *** ***. We regret to hear *** *** did not accept our response and/or resolution offered
On October 3, 2016, Expedia contacted InterJet Airlines on the customer’s behalf. The airline advised, the amount $139.98, “Other Services” equals the change fee of $69.99; plus the fare difference of $
Expedia refunded the customer the change fee of $on August 7, 2016, due to the customer purchasing the Package Protection Plan The customer does not qualify for a refund on the fare difference only the change fee
The customer can review the Package Protection Plan policy
Please copy and paste the following URL into the web browser
http://www.expedia.com/daily/promos/travel_protection_plans/package.asp?opt=1_⇄ /> We thank you for allowing us to address this matter further
Sincerely,
Delia K***
Tier Customer Service

Complaint: ***I am rejecting this response because: the company gave me several excuses about why they could not cancel the reservation and told me to call the hotelHowever, both the hotel and expedia placed blame of not being to cancel on the other partyneither party wasn't able to accommodate my request although they both were a part of the claimI will follow up this complaint with my attorney. so that this unethical practice does not continue to happen to other consumersGovern yourselves accordingly.Sincerely,*** ***

May 25, 2015 Better BusinessBureauAlaska, Oregon &Western Washington Complaint Department Re: Expedia Case #: O-***Dear Better BusinessBureau, Thank you for takingthe time to contact Expedia, Incregarding an issue from our customer. We appreciate the Revdex.com
allowing us to addressthe comments and concerns which have been brought to our attention. Expedia, Incis disheartened the customerfelt their concerns were not resolved adequately by our company prior toseeking further actions from you. Expedia, Incisresponding to the consumer complaint from *** *** (Revdex.com case number***) regarding a cruise promotion. We understand the customer is requesting compensation for a cruisepromotion not receivedOn May 25, weattempted to contact the customer to acknowledge receipt of their Revdex.comcomplaint. Our records indicatethe customer first contacted Expedia to make and agent assisted booking onApril 20, 2015. The customer chose tosail with *** *** ***s embarking in Vancouver, British Columbia onMay 7, sailing to Alaska, returning to Vancouver on May 17, 2015. The sailing offered a choice of promotionsthat were valid for bookings paid on or before April 30, 2015. The customer provided a credit card forpayment for the booking; however the payment was declined by their bank. The customer was emailed on April 21, 2015regarding Expedia receiving notification that the bank had not processedpayment. The customer was advised tocontact Expedia immediately as the booking was now being held as an unpaidoption. The customercontacted Expedia April 30, and, because the option on the originalbooking had expired, a new booking for the same sailing was created. The customer again provided a credit cardnumber for the payment to be processed against. Expedia is not the merchant of record for cruise bookings and allpayments are processed by the individual cruise lines. Records show that *** *** ***sattempted to debit the customer’s account times on April 30, and eachattempt was declined by the customer’s bank. *** was able to process the charge on May 1, and the bookingwas then listed as paid in full. The customer’spromotional choice of the beverage package was not provided on their sailing,as the terms and conditions stated the promotion was available only on bookingspaid in full by April 30, 2015, and expired on that day at 11:p.m. Expedia regrets the customer becameineligible due to their bank declining multiple attempts to process payment onApril 30, 2015. However, it is theresponsibility of the customer to ensure they have the available funds and bankcooperation, for a transaction to be processedAs this did not happen, andpayment could not be secured by *** *** ***s until May 1, 2015, thecustomer became ineligible for this promotion, per the stated written terms andconditions which must be applied equally to all customers As the customer’spayment date was May 1, and every effort to secure payment was made onApril 30, 2015, no compensation will be offered regarding the expired beveragepackage promotion. We thank you forallowing us the opportunity to address the issues that were brought to ourattention. If you have any furtherquestions or concerns regarding this matter, please feel free to contact us Sincerely, *** ***Tier CustomerService

October 5, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: O-***Dear Revdex.com,Thank you for taking the time to contact Expedia, Incregarding 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, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia, Incis responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding a refund requestWe understand Mr*** is requesting a refund for a Best Price Guarantee On October 5, we contacted the customer to acknowledge receipt of their Revdex.com complaint.Our records indicate on August 19, the customer booked a flight through Expedia.com and filed a Best Price Guarantee request We regret that his request was not reviewed and responded to in a timely manner As he did not receive a prompt answer, on October 5, Expedia has processed a refund in the amount of $43.65, the amount of his request. Our guarantee also provides that customers may receive a $Expedia future travel coupon However, the coupon must be placed in an Expedia permanent account to be accessible to the customer We were only able to locate a single use guest account for Mr*** As per our conversation today by phone, we will forward a separate email to the customer, and should he choose to open a permanent account and respond to the email with the account information, we will be happy to add that travel coupon for his future use 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***Tier Customer Service

Complaint: ***I am rejecting this response because:
The name correction is not displayed on Icelandair's website. An email has been sent to Icelandair with a screenshot showing that the name correction is not in place. The email also contains Expedia's response that Icelandair is to assist with further issues. If Icelandair confirms that they will resolve further issues, I will work with them. However, previous exchanges have been unproductive with Expedia stating that Icelandair is to resolve and Icelandair stating that Expedia is to resolve.Sincerely,*** ***

Complaint: ***I am rejecting this response because: First, I never received any product or services for the $that was taken from me, so therefore I am not considered a customer yetExpedia uses deceptive sales practices and cleverly hides the fact that the ticket was non-refundable until the next day when I received the confirmation from them at which time it was clearly in plain sight and after their so called hour cancellation policy so I had no chance to cancel within their timeframeThe integrity of Expedia is lacking as I now see the thousands of complaints filed with the Revdex.comIf I would have seen that I would have never used ExpediaLesson learnedI will never use Expedia again and spread the word around to everybody I know and don't knowExpedia should not be in businessIf Expedia apologizes for their deceptive sales practices and acknowledge to Revdex.com that I received nothing in return for the $that was taken from me then I will just chalk it up as a learning experience
Sincerely,*** ***

Complaint: ***I am rejecting this response because:
1- I have trusted Expedia as their loyal customer for more than years, therefore, I have given them my credit card details to secure the booking, especially it was a pay later ( to be collected by the hotel upon check out) and not prior to check in at all( so the hotel broke the rules, and Expedia must take an action for that)
2- I have made my booking through Expedia and they are supposed to protect their customers, So they have to solve this issue with the hotel and not me as I haven't dealt with the hotel from the beginning
3- From my calls to the customer sevice I was told that the hotel didn't receive a letter about my cancellation on the 1st JulySo it was Expedia mistake, and I am the victim where I lost my money
4- Also I am not disputing the amount with my credit card coI think they missunderstoodI have informed my credit card coabout my case so if they can help me in solving it, since Expedia informed me that a refund was made on July 1st, I have forwarded this message to them to locate the amount, but nothing was refunded at all
5- I have my credit card statement from the date the property debited the amount until yesterday and it shows no refund was madeAnd I am willing to email it to you as a proofBut please provide me with a secure method to send it
6- And finally, If any refund was made as they have mentioned I would be grateful if they can send me the proof for the transaction to forward it to my bank to locate the amount
7- I haven't lost my trust in Expedia yet, but I hope they will solve my case and refund my money back
8- I have had a similar issue with Booking.com where I booked a hotel and the hotel didn't refund the amount, so Booking.com phoned me and gave me a secure link to enter my credit card details and refunded the full amount and they told me they will follow with the hotel, as its not my mistakeSo I hope that Expedia would be the same
Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
The message sent by Stefan S*** had resolved the issue without problem, If the customer service had at first responded kind and understanding, I would have not bothered with going furtherI am happy that the difference between stated Charge and actual was resolved and hope it would not occur further in the future with many other customersI am grateful for the swift and honest reply and reiterate that it was largly a customer relations and cost issue Thank you for the help with the retification and I wish you all a wonderful day
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:
In Expedia's response - they listed that I was given back $as a courtesy. This was not true. I was told by their employee that sometimes prices change from when a customer selects the ticket and going to the payment screen. He could see that the current price was in fact less then what I paid. Which is still $more per ticket then I booked originally. They also stated how they wished I would have worked with them morehour and minutes is a long time when you talk to supervisors
The advertising comes in to place that EVERY time I go to look at this flight - they list pricing. As soon as you go to book it, it changes and dumps it on the right hand of the screen. I was told by their supervisor that this extra $I had to "eat" was the cost of my mistake; due to me not to ensuring that the price I clicked on stayed the same in booking screen. Again - I clicked on price and proceeded to fill out the information with name of passengers, etc
It is very clear - please go out and try - how they are misleading the public.
As a side note - this flight just dropped by $204? per ticket. Because ordering from them - the penalty of changing is $per ticket. I spoke to them on Saturday about this. I knew that these were restricted seats, didn't expect cost to adjust to be so high, especially when it dropped so much. But knowing that I had already "eaten" the other pricethis was hard to take
Sincerely,*** ***

February 1,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com
allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Based on the information provided in Ms***’s complaint, we have been unable to locate her bookingAt this time, we are requesting Ms*** please provide an itinerary number and the email address associated with her bookingThis information will enable us to appropriately address the situation, and upon receipt Expedia will be able to assist further
Again, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Marlon J***
Corporate Correspondence Team

September 16,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
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 *** *** (Revdex.com case number ***) regarding a car reservation. We understand Ms*** is requesting a refund On September 11, 2016, we received receipt of the Revdex.com complaint
Our records reflect on August 10, 2016, the customer self-booked a package reservation. Travel was on *** Airlines, departing September 3, 2016, from Memphis, Tennessee to Orlando, Florida; returning on September 11, 2016, from Orlando, Florida to Memphis, Tennessee The package includes a car rental with *** in Orlando, Florida pidate September 3, 2016, drop-off date September 11, The customer is stating they were unaware of a deposit fee of $The customer is stating they cancelled the car reservation directly with ***; however the customer has not been refunded for the car rental
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 purchasingShould 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
Upon further researching this matter, we can confirm on September 4, 2016, the customer contacted Expedia advising they were unaware of a deposit fee of $The customer advised they cancelled the car rental with the vendor directly and did not use the rentalExpedia contacted ***; however we were unable to speak to anyone who could authorize the refund
In reviewing the customer’s account, Expedia has submitted several refund requests to ***; however they have not responded to our request
On September 14, 2016, Expedia contacted the vendor, they advised they could not confirm if the customer used the car rental or not*** advised Expedia to submit a refund request to themExpedia submitted the refund request
We hope the customer understands, until *** authorizes the refundExpedia cannot process the refundOnce the vendor provides the authorization for the refundExpedia will send an update to the Revdex.com and customer
We thank you for allowing us the opportunity to address the issues that were brought to our attention.
Sincerely,
Delia K***
Tier Customer Service

This message is in regard to my complaint submitted on 6/24/against Expedia Inc My complaint was assigned ID ***.Attached is an email chain from Iceland Air concerning the requested name correction I am willing to pay the fee and have provided Expedia a credit card # to
allow this to happen during the initial conversations in January But there was no progress and then Expedia quit mentioning the fee and stated that it was Icelandair’s responsibility to make the correction.Message from Icelandair states:Hello *** Please contact Expedia for assistance with the name correct.The name correction fee is USDand must be corrected by Expedia as this is a special ticket issued only by them . If Expedia is not willing to make the correction ,please ask them to contact out travel agent assistance line on the below number. Kind regards,Hildur R**Icelandair North America Tel: 1-800-223-

March 24,
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding 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, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia, Incis responding to the consumer complaint from Mr*** *** (Revdex.com case number ***) regarding a flight change request
Our records reflect on January 22,the customer accessed Expedia.com and self-booked non-refundable flights for two passengers departing on June 23, from Miami, Florida to London, England with a connection in Boston, returning on July 4, 2017. The customer is requesting that his flights be changed to non-stop flights.
Expedia acts only as a third party-booking intermediary for travel providers such as the airlines. The airline is the merchant of record, and the party that charges and collects the flight fees from the customer’s credit card. Expedia continues to manage the customer’s flight information, and initiate any changes requested; however Expedia must abide by all terms of use and fare rules set by the airline for the flight purchased by the customer.
In the case of Mr***’s flights, the fare rules he accepted at the time of purchase state that the tickets are non-refundable and any changes will incur a $change fee per ticket and must fit the parameters set by the validating carrier, which is British Airways. British Airways fare rules state:
*WHEN THE NEW ITINERARY RESULTS IN A LOWER FARE THE CHANGE FEE APPLIES AND NO
CREDIT OF THE RESIDUAL AMOUNT WILL BE MADE
Should the customer still wish to make changes to his flights or discuss the Minimum connection times set by the airlines he will need to contact our Customer Service Department at 1-800-EXPEDIA (1-800-397-3342)Our agents are available hours a day, seven days a week.
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***
Tier Corporate Customer Service

Good afternoon, I started my trip from Victoria to LA on Thursday March 09.2017Besides the flight cancelation and rescheduling (great service though) it was the worst trip I have done I booked the Best Western Hotel in Inglewood weeks before my departure as I wanted a Hotel close to the Airport(My fault for not checking in on the neighbourhood beforehand) In Seattle the Boarder Officer warned me to stay in Inglewood as a white and blonde girl and told me to change my hotelI called expedia and asked to get out of the neighbourhood I made it very clear to the person I talked to that I wanted to get out of InglewoodWhen I arrived in LA (hours late) I checked my email confirmation and noticed that it is still the same hotel address as before(Best Western)I was very tied at this time and thought that I just stay one night at the Best Western and take a taxi the next morning(I planed to catch the bus to safe money but as I was still in Inglewood I did not feel save) I paid $from the Airport to the Best Western (again address on my changed hotel) The guy at the reception told me that I am not booked at this hotelHe saw the confirmation on my phone that it was his address but a different booking numberOnce he looked it up he told me I need to get to the American InIt was almost 11pm at this time (I left my house at 8:am) AGAIN I had to pay for a taxi almost $and he dropped me off at the American In in INGLEWOOD!!!! (again, I made it cleat to the agent that I wanted to get out of Inglewood!)Oh my gosh what a place!!!!Not only the hotel was/is in incredible bad condition but the location and the people that are staying there are just as badguys walked up to me asking for money and tried to get into my placeI called my husband to help me to get out of this place safeI was very scared plus my room was disgusting, had a punch hole in the wall and drywall patches in the ceiling and a whole what looked like a gun shot in the doorHe called expedia again from Canada and complained that they put me back into Inglewood at a even worse hotel and that they should do everything to get me out of there!We could not believe that Expedia has this hotel as an option!The taxi driver did not show up for an hour and minutes and I had to call him timesWhen he finally arrived he mentioned that they usually do no pick ups in this area! And gain I had to pay for another transport!He then dropped me off at the new booked hotel(Extended Stay America) When I arrived it was 12:am and all I wanted was a clean bed to sleepThe hotel looked good and the lady at the front desk was very nice BUT she told me the hotel was all booked and that I would not be able to get a roomShe mentioned that this situation has habbend many time before and that it is Expedias fault to book a client in a already fully booked hotelAt this time I was so exhausted from my trip and started to get very frustrated, sad and mad. I was at the front desk when Expedia calledThe lady mentioned on the phone that someone just checked out and she could go and clean the roomAt this point I was ok to wait to just fall into a safe bed. The person on the other line from Expedia told her not to do that. My husband got very mad and frustrated because I was booked twice in Inglewood, had to pay for taxi, then booked into a hotel that was full, it was way past midnight and there was nothing he could do to help or protect me. He then called other hotels himself in the area and found only one room that was availableThe Lady at the front dest from the Extended Stay America was so kind to drive me over to the Torrance Marriott where I finally got a bed at 2:am.I am sure that you do understand that we expect Expedia to pay for my night at the Torrance Marriott Hotel and parts of my extra taxi costs. This was such a nightmare and we are extremely disappointed with your service! It is unbelievable what you put me through that night!!! All booking was done through the following email address: ***@me.com

December 22, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us
time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mr*** *** (Revdex.com case ID ***) regarding a flight reservationOur records indicate on September 20, 2016, the customer self-booked a flight reservation through the Expedia.com websiteWe understand from the complaint, the customer is requesting their submission for the Best Price Guarantee be approvedOn September 21, 2016, the customer contacted Expedia via e-mail with his Best Price Guarantee submissionOn September 21, 2016, Expedia replied to the customer advising that unfortunately the submitted screenshot provided was not acceptable as www.exploretrip.com is a travel consolidatorTo qualify, according to the terms and conditions which can be found using the following link as shown on the Expedia.com website https://www.expedia.com/p/info-other/guarantees#1?mcicid=hp.bpg The Terms and Conditions provide as follows: Comparison Rates Must Be Available to the General Public OnlineThe Price Guarantee applies only to prices both advertised and available to the general public on an English-language websiteFor example, this does not include rates offered on: • Membership program websites, corporate discounts or rates • Group, charter, rewards program, incentive, meeting, convention, consolidator or interline prices • Prices obtained via auction or similar process • Prices available only by using a coupon or other promotion not offered to the general public In addition, the submitted screen shot did not indicate dates of travel or flight numbers as the return flight is a different time than the customer’s original itineraryAs the Best Price Guarantee submission does not reveal certain requirements and as exploretrip.com is a consolidator, Expedia has denied the requestWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S*** Tier Customer Service

Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding 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, Incis 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 Mr*** *** (Revdex.com case number ***) regarding the utilization of his flight credit
As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe 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 attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Hayden J***
Tier Customer Service

Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and after weeks since the dispute, still await a resolutionSincerely, *** ***

Complaint: ***
I am rejecting this response because:Expedia attempted to contact me on October 16, while I was still at workNo phone number was left in the voicemail, but I attempted to call them back using the number on caller IDIt just beeped at me a bunch of times and hung upExpedia can contact me again by phone tomorrow (October 17, 2017) to try to resolve this during the following times PST: 8:30am-9:30am or 12pm-2pmI look forward to discussing an agreeable resolution to my complaint.
Sincerely,
*** ***

really it amazes me how you people it says right on your cancel receve full refund and no in tbe itinerary does it say anything about the delosit but when a brown guy comes to stay at the hotel its time charge if you and tbe redlion think your going to get away with this your stupid I wont stop and I wont stop posying all ovet socail madia how horrible both companys are and I bet I can round up a buncha people you guys did this to before your gling to have a lota free ads and reveiewsComplaint: ***
I am rejecting this response because:
Sincerely,
*** ***

September 21,
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: O-***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding 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, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia, Incis responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding a hotel reservation. We understand the customer is requesting a refund for their hotel reservationOn September 21, 2015, we contacted the customer to acknowledge receipt of their Revdex.com complaint
Our records indicate on November 26, 2014, the customer self-booked a non-refundable hotel reservation, itinerary number ***, using the Expedia websiteHotel stay was at the *** *** in Laugarvatn, Iceland; for cheon June 21, 2015, and check-out on June 25, 2015. The room type selected at the time of booking was a Quadruple Room and the customer requested Twin bedsOn that same day, the customer self-booked another reservation at the same property, for cheJune 22, and check-out on June 25, 2015; the room type selected was a “Family Room”We can confirm the customer contacted us on November 26, 2015, requesting to cancel the hotel reservation booked under itinerary number ***
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 finalizing the itinerary
The terms and conditions agreed to at the time of booking were as follows:
For this reservation the hotel charges the full booking amount of EUR within hours of bookingCancellation and Change Policy: Non Refundable
The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, the hotel will not return your booking amount
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 providersAs *** *** in Laugarvatn was the merchant of record and the company that charged the customer’s credit card, we have to abide by their rules and regulationsExpedia did advocate on behalf of the customer, but received no approval to provide a refund
On September 21, 2015, Expedia advocated again on behalf of the customer with the hotelThe hotel owner, ***, acknowledges the customer spoke to him directly in-person regarding this reservation and stated even though the reservation was nonrefundable, he offered to refund approximately EUR, however the customer declined at that timeHe says he provided the customer his business card and is offering to discuss the matter further if the customer calls the property directlyAs we are not the merchant of record, the hotel owner requests that any billing inquiries or questions are to be done by contacting the property directly
We regret that our response cannot be more favorable and hope that, despite the customer’s recent experience, she will continue to use Expedia for her future travel arrangements, thereby allowing us the opportunity to restore her faith in our company. As a gesture of goodwill, we have placed a $Expedia Travel Coupon in her permanent account for use on a future tripThe coupon is valid for one year from the date of issuance, to be used on a future booking of an Expedia Special Rate hotel or an Expedia Vacation package that includes a hotel
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***
Tier Customer Service