Expedia Inc

Complaint: [redacted]I am rejecting this response because:Each response given addresses something new.  The previous response says they will not provide a refund because expedia has nothing to do with it and that I booked through someone else.  As you can see from the attached it clearly shows an email from EXPEDIA that clearly states THANK YOU FOR BOOKING WITH EXPEDIA.  This latest response from Nicole is of no concern to myself or Revdex.com because, however Expedia chooses to run their FOR PROFIT business is their prerogative.  They are stating over and over that they do not wish to be responsible for their negligence.  We cannot take this matter up with the chosen providers by expedia when the business dealings and transactions are happening at expedia.  Therefore, it is our obligation to deal with this matter with the company selling/providing this which is expedia.  HOW expedia plans to achieve this is none of our business in this Revdex.com case.  The responsibility and negligence is with expedia and they are choosing to ignore this.Sincerely,[redacted]

May 20, 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 Ms. [redacted] is requesting a refund.  On May 5, 2016, we received receipt of the Revdex.com complaint.
 
 
Our records reflect on April 14, 2016, the customer self-booked a package reservation, using Expedia.com.  Travel was on Delta Airlines, departing April 22, 2016, from Washington to Los Angeles, California; returning on April 26, 2016, from Los Angeles, California to Washington. A car rental with Hertz Rental Car, pick-up date April 22, 2016, drop-off date April 26, 2016.  The packages also included travel protection.  The customer is stating, they were not able to use the car rental, as Hertz did not allow her to pick up the car.
 
Upon further researching this matter, we can confirm on April 27, 2016, the customer contacted Expedia, advising Hertz did not allow her to pick up the car rental. The customer is advising, the rental company had her name on their do not rent list.  Our agent contacted Hertz; however, they were not open.  Our agent advised the customer, we would need to contact Hertz and would contact her once Expedia could confirm the information.  The customer understood.
 
We can confirm the customer contacted Expedia several times, in regards to the refund.
 
In reviewing Ms. [redacted]’s account, on May 9, 2016, the customer was refunded for the car rental and travel protection in the amount of $191.44.
 
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

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.  We understand Mr. [redacted] is requesting to change the flight and a phone call from Expedia.
Upon further research, we are unable to locate the itinerary number related to Mr. [redacted]’s complaint. We respectfully request that Mr. [redacted] provide us with an email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address Mr. [redacted] concerns.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Delia K[redacted]
Corporate Customer Service

July 19, 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 [redacted] did not accept our response.
We apologize if Ms. [redacted] received anything less than satisfactory customer service. Please note that each of the airlines with which we do business, establish their own rules and policies for cancelling reservations. We are bound by these rules and policies and must adhere to them. If Expedia was to make a change to the itinerary per customer request, we would have to follow the terms of the airline. Only they have the ability to discount their fees.
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

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]

May 22, 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 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 vacation package. We understand she is requesting a refund for a car rental reservation due to an Airline cancellation. Our records indicate, on April 05, 2015, Mrs. [redacted] called our customer service representative and booked a package reservation for one passenger, departing from Tucson, Arizona, on 08 May 2015, and returning from San Diego, California, on 12 May 2015, with a hotel stay at the [redacted] San Diego, fir a total of $958.04, via itinerary [redacted]. On May 09, 2015, Mrs. [redacted] called our customer support representative to advise the airline cancelled the first segment of her reservation and she had to rent a car for $150.00, to be able to use the second segment. Our representative advised that the airline did not communicate any schedule changes therefore we are unable to process a refund. Upon further research, we called [redacted] on customer’s behalf to investigate the issue and request a refund; [redacted] representative confirmed that the first segment has been cancelled and customer has been notified as she checked-in online. The airline confirmed that customer has been offered alternate flights however Mrs. [redacted] did not accept the options offered, they further confirmed that customer has been in contact with a [redacted] agent at 10:45 am the same day. When making a purchase on Expedia.com, or any travel website, the user agrees to the specific rules and restrictions supplied to the purchaser at the time of the reservation. As a travel agency, Expedia is subject to the rules and restrictions of the vendors whose services we sell. Mrs. [redacted] agreed to the terms and conditions and all the details of the package which includes that it is customers responsibility to confirm the fight details 72 hours before departure and Flight details (e.g., aircraft, times), are subject to change. As Mrs. [redacted] did not accept the alternate flights offered by [redacted] and there is no error on Expedia, we are unable to process a refund for the car rental reservation. Our goal is to provide not only excellent customer service, but an excellent customer experience. As a one-time courtesy, we added a $100.00 coupon on customers account. Once signed in on Expedia.com, Mrs. [redacted] can access the coupon terms and conditions under the “My Account” tab, then the “View My Coupons” link. 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, [redacted] Tier 3 Customer Service

June 4, 2015 Revdex.comAlaska, Oregon & Western WashingtonComplaint 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 her 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 Ms. [redacted] is requesting a refund and compensation associated with the hotel booking.  On June 3, 2015, we attempted to contact Ms. [redacted] to acknowledge receipt of her Revdex.com complaint but were unable to reach her. Our records indicate on May 19, 2015, Ms. [redacted] or an authorized user on the account self-booked a hotel reservation with the [redacted], in Las Vegas, NV, for two adults with check in on May 25, 2015, and checking out on May 28, 2015.  The hotel reservation was booked in itinerary number [redacted], in a single-use account, under the email address [redacted]@gmail.com, for $146.68.  A second reservation was booked on the same day by Ms. [redacted], in her permanent account, under itinerary number [redacted], for $212.68, under the email address [redacted]@gmail.com.   Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and subject to the rules and restrictions of those providers.  The hotel cancellation and change policy provided to Expedia by the [redacted], which was provided for Ms. [redacted] during the booking process, stated the following: Hotel Payment Timing For this reservation the hotel charges a deposit of 40.29 USD within 72 hours of booking. The remaining balance is due at the hotel. Cancellation and Change Policy: Refundable Free cancellation! Deposits are fully refundable if canceled before 11:59 AM local hotel time, May 22, 2015.Room cancellations made after 11:59 AM local hotel time, May 22, 2015, will not be refunded the deposit amount.Room cancellations made after check-in will be charged for the remainder of the room reservation, and the deposit amount for the room will not be refunded. We can confirm on May 19, 2015, Ms. [redacted] contacted our Customer Service Department for assistance in booking the hotel reservation.  Customer Service advised Ms. [redacted] that we require the customer to remain on the phone while we book the reservation; however, it is documented that Ms. [redacted] did not wish to remain on the line.  A reservation was not processed at this time. Ms. [redacted] asked that we continue booking the reservation with a friend, provided the information to reach [redacted], and disconnected the call.  As a courtesy, we attempted to reach her associate but were unable to reach her.  In researching further, we can confirm on May 20, 2015, Ms. [redacted] contacted us to modify the arrival date for her hotel reservation booked in itinerary number [redacted] from May 25, 2015 to May 22, 2015.  Ms. [redacted] did not wish to remain on the line while processing her request; we advised Ms. [redacted] that changes cannot be made without the customer on the phone.  On May 21, 2015, Ms. [redacted] contacted our customer service department stating her confirmation was not received and requested we email a copy of the reservation. Itinerary [redacted] was cancelled outside of penalty on May 21, 2015 which resulted in the deposit of $40.29 being refunded by the vendor. On June 3, 2015, to advocate further on Ms. [redacted]’s behalf, we contacted the [redacted] to request a refund for the first reservation booked by Ms. [redacted], itinerary [redacted], in the amount of $146.68, but our request was denied.  The hotel confirmed the booking was marked as a “no-show” and will be charged the penalty which is equal to a one-night stay.  While we regret Ms. [redacted]’s experience was not what we would hope, we are unable to provide the customer with a refund or any compensation as it relates to this matter.   We thank you for allowing us 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,[redacted]Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because:
-The message sent back from Expedia did not address the issue, please ensure that they receive my original message, along with the emails that I sent Expedia.
1. This was booked through Expedia, not Expedia for TD
2. The complaint is regarding falsely advertising the package as a 5 day vacation instead of a 4 day vacation (contacted Expedia several times through phone and email prior to departure).
3. Shuttle service was an added disappointment from Expedia, the hotel and airline were both wonderful.
4. Shuttle service was provided by WestJet, not by the hotel - Expedia's itinerary did not mention shuttle service, which led me to spend an extra $160 on a shuttle service.
Sincerely,[redacted]

December 2, 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 an activity reservation.  We understand [redacted] is requesting a refund. On November 30, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on September 4, 2016, the customer self-booked an activity reservation for Full Day Cruise from Bavaro Hotels-Day at Saona Island starting on September 6, 2016. The customer is stating that due to weather issues the activity was canceled. The customer is stating they have not been refunded.
 
Upon further researching this matter, we can confirm on September 17, 2016, the customer contacted Expedia advising the activity was canceled due to the weather. The customer requested the refund. Expedia contacted the vendor; however was not able to contact the vendor.
 
On December 2, 2016, Expedia contacted the vendor on the customer’s behalf; they confirmed the activity was canceled and they authorize the refund.
 
Expedia will process the refund in the amount of $190.00 back onto the customer’s original form of payment.
 
Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airline is subject to the rules and restrictions of those providers. Until Expedia receives the authorization from the vendors Expedia cannot process any refunds.
 
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

October 30, 2017
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: ID : [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 Best Price Guarantee issue.
 
Our records reflect on August 2, 2017 Ms. [redacted] accessed Expedia.com and self-booked itinerary # [redacted] for a stay at Planet Hollywood Resort and Casino, Las Vegas, NV to check in October 19, 2017 and checking out October 22,2017.  The customer attempted to file a “Best Price Guarantee” request for a refund and our system would not allow her to submit a request. 
 
A review of her booking shows that she failed to meet one of the initial requirements of the program.  Any itinerary that can be considered for comparison through the BPG program must be booked from within the customer’s permanent Expedia account.  The terms and conditions of the program state that bookings made in a “guest account” are not eligible. 
Ms. [redacted] created this itinerary in a guest account.  She did not log into her Expedia account before creating the booking.  Once an itinerary is created in a guest account, it cannot be moved into a customer’s permanent account as our system does not allow an itinerary to be reassigned. 
 
For this reason, when Ms. [redacted] attempted to fill out the online request form for BPG, the first screen asks for her itinerary number and when entered, the system would not allow her to move forward as the itinerary is a “guest account” booking, making it ineligible for consideration.
 
Although the itinerary does not meet the stated criteria for a Best Price Guarantee, as a courtesy, we have provided her online Expedia account with a $50.00 Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation Package. The coupon is valid for one year from the date of issue and is immediately accessible within her account.
 
We 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

Complaint: [redacted]
I am rejecting this response because: this information is not true. Expedia did not advise us that the reservation was non refundable. I did not authorize expedia nor it's rental listing to use my credit card through their paypal. Also I did NOT check in at that property at all, there was no property to check in at!! Expedia.com is trying to cover up for their scam listings instead of taking responsability. I did not request any vouchers from expedia and I don't want the $200 voucher you offered me--I mentiones that to several supervisors at expedia.   
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: 
I made multiple attempts to obtain assistance from Expedia and on each occasion was informed there was no issue and I had a confirmed reservation which was obviously incorrect since the resort wasn't open for the dates Expedia had booked. They falsely advertised a resort and then failed to communicate with me or assist in any way.
 
Customers who booked with other agencies were immediately notified and changed to a different resort, then given compensation. It is a shame Expedia believes they are of such a low standard that they don't need to do anything in this matter.
 
I want this to be public record of how poorly they treat customers so others may know what I do now - and without the loss of money, time and headache.
 
I had pre-booked transport and an excursion, both of which were non refundable so I lost money, although they did work with me to credit some of the loss.
Sincerely,[redacted]

September 14, 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

July 5, 2017 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 Mrs. [redacted]. We regret to hear that she did not accept our response and /or resolution offered. Expedia, Inc. is responding to the consumer complaint from Mrs. [redacted] (Revdex.com ID number [redacted]) regarding an activity reservation. As the itinerary had the correct maps and location attached and as Expedia paid the vendor for the reservation, Expedia is unable to process a refund. In addition, at the time of booking on the Expedia website, the customer agreed to our Terms of Use, which expressly provide as follows: • The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. However, Expedia has provided the customer’s account with a $100 Electronic Travel Coupon valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation package. The coupon will appear in the booking path for the next qualified reservation, and it is valid until one year from the date of this letter. All terms and conditions apply. 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] 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. Sincerely, [redacted]

October 28, 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 a hotel reservation.  We understand the customer is requesting a refund due to issues experienced during a recent hotel stay. On October 22, 2015, we contacted the customer to acknowledge receipt of their Revdex.com complaint.
Our records indicate on October 1, 2015, the customer self-booked a hotel reservation, itinerary number [redacted], using the Expedia.com website.  The hotel reservation was for The [redacted] in Stowe, Vermont, checking-in on October 10, 2015, and checking out on October 12, 2015. The total cost of this reservation was $598.29. We can confirm the customer contacted Expedia on October 16, 2015, seeking a refund of their reservation.
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. If one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate action. We encourage our customers to contact us from the hotel if the accommodations are not satisfactory upon arrival; which enables us to attempt to find a resolution at that time. We have no record of Ms. [redacted] contacting us upon her arrival.
On October 22, 2015, we contacted the hotel on the customer’s behalf and spoke to [redacted], the hotel’s front desk manager, regarding Ms. [redacted] complaints. The hotel acknowledges the customer’s issues in reference to the property the customer was relocated to due to a boiler malfunction and advised they are currently working with the [redacted] to rectify the matter. The hotel advised as this is an active investigation, currently, no refunds or additional compensation will be authorized. As result, Expedia is unable to process a refund.
We regret that our response cannot be more favorable and hope that, despite this recent experience, the customer will continue to use Expedia for future travel arrangements, thereby allowing us the opportunity to restore faith in our company.  As a gesture of goodwill, Expedia has placed a $100 Travel Coupon in Ms. [redacted] permanent account. The coupon can be used on any future Expedia Special Rate hotel booking. The coupon is good for one year form the date of issuance.
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

June 16, 2017 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us time to...

address the comments and concerns which have been brought to our attention. Expedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from Mrs. [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. Our records indicate that on January 12, 2017, the customer self-booked a flight reservation, through the Expedia.com website. Travel was with Delta Airlines. We understand from the complaint the customer is requesting compensation. As Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choice. Each airline has its own specific set of policies and procedures as does each ticket purchased. The customer contacted Expedia on June 14, 2017, stating that she attempted to cancel the outbound flights of her reservation and the whole reservation was cancelled in error. Per all airlines terms and agreements, and due to security reasons, when a traveler is unable to utilize the initial outbound portion of their flight, the airline will subsequently cancel all remaining legs of the flight. However as a courtesy, on June 15, 2017, Expedia processed a refund in the amount of $435.00 back to the customer’s original form of payment. Expedia is unable to issue compensation for new flights. We thank you for allowing us the opportunity to address the issues which have been brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Lisa S[redacted] Corporate Customer Service

July 25, 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

Complaint: [redacted]
I am rejecting this response because: The mistake was made by Expedia. Their agent admitted they had issues with their website. I am not a frequent traveler and do not know where TSA draws the line on spelling errors nor was the error something I would immediately notice. I paid Expedia for a service whether it was a direct charge or a commission paid by the airline out of my ticket cost. I expect them to hold up their end. Their response tells me I cannot count on Expedia to assist me with any travel problems that may result as part of their booking procedures. This problem was more of an aggravation than a serious issue but similar errors could leave me stranded far from home. I will not use a service I can't count on for help in resolving a problem. If $50.00 dollars means more to them than customer satisfaction I will go elsewhere and let all of my traveling friends know how little Expedia cares about them
Sincerely,
[redacted]

February 23, 2017
 
 
Revdex.com
Alaska, Oregon, & Western Washington
Complaint Department
Re: Expedia Case #: O-[redacted]
 
 
Dear Revdex.com,
 
 
Thank you for taking the time to contact Expedia regarding an issue from our...

customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation.  We understand [redacted] is requesting a refund. On February 16, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on February 1, 2017, the customer self-booked a hotel reservation at the Hotel Derby Barcelona with two room’s check-in date February 26, 2017, check-out March 3, 2017, via itinerary number [redacted]. The customer is stating that the site advised they could cancel the reservation within a specific time and would receive a full refund; however the customer was not refunded.
 
Upon further researching this matter, we can confirm on February 2, 2017, the customer contacted Expedia to cancel both rooms for the hotel reservation. Expedia advised that the reservation was nonrefundable, however would only receive a partial refund. The customer advised that the site advised of a different cancellation policy.
 
Expedia contacted the hotel; they would only authorize the refund for the last night of March 2, 2017, as that was refundable.
 
Expedia was able to review the customer’s booking session that was made on February 1, 2017. During the booking and checkout path on our website, it was disclosed that the dates for February 26, 2017, February 27, 2017, February 28, 2017 and March 1, 2017 were nonrefundable. For cancellation or changes made after 11:59am local hotel time on February 25, 2017, the hotel would impose a 1 night room and tax fee.
 
The customer did contact Expedia on February 2, 2017, to cancel the reservation; however due to the dates that the customer booked were nonrefundable except for the last night. Any cancellations or changes made before February 25, 2017, the customer would receive a refund for the date(s) that were refundable only.
 
Since the customer contacted Expedia on February 2, 2017, to cancel both rooms Expedia will process the refund for the last night of March 2, 2017, in the amount of $151.47 for each room.
 
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. 
 
Sincerely,
 
Delia K[redacted]
Corporate Customer Service