Expedia Inc

August 15, 2016
 
 
Revdex.com
 
Complaint Department
Re: Expedia Case #: [redacted]
 
 
Dear Revdex.com,
 
 
Thank you for taking the time to contact Expedia regarding an issue from our customer.  We appreciate the Revdex.com...

allowing us to address the comments and concerns which have been brought to our attention.  Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation.  We understand Ms. [redacted] is requesting a refund. On August 7, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on August 7, 2016, the customer self-booked a hotel reservation at the Quality Inn & Suites Airports, check-in date August 11, 2016, check-out date August 13, 2016. The customer is stating they were unware that the hotel only allows pets under a specific weight.
 
Upon further researching this matter, we can confirm on August 7, 2016, the customer contacted Expedia advising was unware the hotel does not allow pets over 40 pounds. The customer requested to cancel and process the refund. The customer advising thought the hotel would be pet friendly for all types of pets. Expedia advised the customer they self-booked an unpublished rate.  The hotel name and exact locations would not be shown after the booking was completed. Expedia advised the customer we could not process the refund.
 
Expedia was able to view the customer’s booking that was made on August 7, 2016. Our site did advise the customer that the unpublished rate is nonrefundable. Customers can select hotel options, in this case for pet friendly hotels.  Expedia cannot provided our customers with information on which hotels will require a pet fee or weight requirements until after the reservation is booked.
 
Since the customer was traveling with a pet, and self-booked an unpublished hotel rate. This was not the best option for the customer to have selected.
 
On August 15, 2016, Expedia contacted the hotel on the customer’s behalf; they advised the customer was a no show. The hotel will not authorize the refund.
 
 
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 hope the customer understands Expedia cannot honor the request for the refund.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
Delia K[redacted]
Tier 3 Customer Service

October 04, 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] [redacted] (Revdex.com complaint #[redacted]) regarding a hotel reservation. Our records show on September 20th, 2016, Ms. [redacted] self-booked an Expedia.com hotel reservation via booking number [redacted], with a trip start date of October 07, 2016. We understand from Ms. [redacted]’s complaint, she believes she was not informed properly regarding a hotel charge plus a deposit. Our records show the hotel is a Pay Later option on Expedia, which means the hotel is in charge of the amounts being held and or charged. Ms. [redacted] does mention she contacted both the hotel and Expedia and neither was able to assist. Ms. [redacted] is requesting that the hotel and Expedia provides a more transparent description of the amounts to be held or charged. Expedia’s goal is to provide an exceptional customer experience. As you may know, Expedia.com acts as an independent agent for reservations for airlines, car rental companies, and hotels. We are unable to control unforeseen transactions that will be made by a hotel on a Pay Later reservation which is essentially a transaction that would be charged at the hotel. After giving the matter our full consideration we have been authorized to provide a $100 Expedia coupon for any future Expedia Special Rate hotel reservations or Expedia packages including flight plus hotel. We have also passed on the information to the required departments. This has been documented on the customer’s account and her coupon is available immediately. The coupon is available on the customer’s personal account under email address [redacted]@gmail.com . The customer may use the coupon when booking online through our site or by phone with an Expedia agent. Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Ms. [redacted] has encountered in resolving this matter. As a coupon has been provided, Expedia considers this matter closed. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Daniel A[redacted] Tier 3 Customer Service

September 15, 2015
 
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
 
RE: Expedia Case O-[redacted]
 
Dear Revdex.com,
 
Thank you again for forwarding the Revdex.com Consumer Rebuttal from Mr. [redacted] . We regret to hear he did not accept our response and /or resolution offered. Expedia, Inc. is responding to the consumer complaint from Mr. [redacted] (Revdex.com ID number [redacted]) regarding the closing of his account.
 
Our records reflect itinerary [redacted] has been refunded but has not been cancelled. As the dates of service for the hotel stay are from September 18, 2015, to September 19, 2015, Expedia will disable the account in question on September 20, 2015, which is when the system will allow the cancellation.
In addition, Expedia apologizes for any miscommunications that may have occurred regarding the Best Price Guarantee request. Expedia strives to provide the highest level of customer service, and we regret we were unable to resolve the issue immediately, and the service the customer received was less than satisfactory. We have provided Mr. [redacted] comments to our management team in an effort to improve overall customer experience, processes, and additional agent training with respect to proper call management and system procedures.
 
We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
 
Lisa S[redacted]
Tier 3 Customer Service

May 2, 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 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 Ms. [redacted] is requesting a refund. On April 23, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on January 17, 2017, the customer self-booked a pay later hotel reservation for the Comfort Inn & Suites San Diego-Zoo Sea World check-in date September 1, 2017, check-out date September 6, 2017, via itinerary number [redacted]. The customer is stating that they were unaware of the cancellation policy for the 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. 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.
 
Upon further researching this matter, we can confirm on March 27, 2017, the customer contacted Expedia to cancel the reservation and receive the full refund. Expedia contacted the hotel; they advised that the reservation was nonrefundable and would not authorize the refund.
 
On April 26, 2017, the customer contacted Expedia requesting the refund for the reservation. Expedia contacted the hotel; they advised that as a courtesy they would process the refund back to the customer’s original form of payment.
 
On May 2, 2017, Expedia contacted the hotel; they advised that the refund was issued on April 26, 2017.
 
Since the hotel has process the refund Expedia cannot honor the request for the refund.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention. 
 
Sincerely,
 
Delia K[redacted]
Corporate Customer Service

April 24, 2015Revdex.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 his 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 believes he is entitled to receive the unused residual points redeemed in a recent hotel booking.  On April 20, 2015, we attempted to contact Mr. [redacted] to acknowledge receipt of his Revdex.com complaint but were unable to reach him. Our records indicate on April 3, 2015, Mr. [redacted] self-booked a hotel reservation on the Expedia website with hotel stay at the [redacted], checking in on June 18, 2015, for one night.  We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Expedia’s website, without the assistance of an Expedia representative.  The cost of the booking was $159.85.   The Expedia + Rewards Program is a free rewards program available exclusively to Expedia customers. It allows for customers to earn points by booking on Expedia and redeeming them for use towards hotel and package coupons; US customers can also redeem points on flights. A full description of the Terms and Conditions of Use are provided in the following link: https://www.expedia.com/loyaltyrewards/pages/info-rewards/expediarewards/...⇄ for hotel and package coupons starts at a increment of 3,500 points for a currency value of $25.00. Program rules governing the redemption of coupons states as follows.Coupons are non-transferable and single useCannot apply coupons to taxes and fees.No refunds for points redeemed for more than needed for the booking.Coupons are valid up to one year from when the points are redeemed.Coupons cannot be replaced if the customer cancels their bookingIn reviewing Mr. [redacted] account, we can confirm the customer redeemed 42,000 points for a total coupon value of $300.00. The total cost of the reservation was $159.85. The customer applied the $300 coupon towards the reservation. As the coupon cannot be applied toward taxes and fees, the customer was charged $20.85. Based on the terms and conditions, no refunds for points redeemed for more than what is needed is allowed.  We regret Mr. [redacted] experience was not as we would have hoped. As there are no errors on Expedia’s part, we are unable to honor the request to returned the unused points.   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

Complaint: [redacted]
I am rejecting this response because: Expedia NEVER responded back to me.  Yes, I spent about an hour of my time waiting on the phone while an Expedia Rep attempted to contact [redacted].  Expedia rep stated someone would contact me but no one ever did.  I did not receive an email on March 18, 2017 from Expedia.  In fact this date is BEFORE the incident even happened.  I checked my charge card via the internet and see that [redacted] did give me a refund.  HOWEVER,  neither EXPEDIA OR [redacted] advised me they were doing that. Therefore, you can close this account but what Expedia states is incorrect.
Sincerely,
[redacted]

November 3, 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 flight reservations.  We understand the customer is requesting the Best Price Guarantee.
Our records indicate on October 3, 2015, the customer booked flight reservations – itinerary [redacted] – using the self-service tool on the Expedia.com website. Travel was on [redacted], departing October 30, 2015, from Orlando, Florida to Cancun, Mexico, for two passengers for a total of $592.48.
Upon further research, we were able to confirm the customer submitted a Best Price Guarantee claim for their flight reservation.
On November 3, 2015, Expedia processed a refund of $34.00 back to the customer’s original form of payment and deposited a $50.00 Best Price Guarantee Coupon into the customer’s Expedia.com for future Expedia Special Rate travel bookings. The amount of time it takes for the customer to receive a refund depends on how quickly their credit company processes refunds, generally 3-7 days.
We hope that with the information provided, we have addressed all of the customer’s concerns and look forward to assisting further with their future travel needs.
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,
Nicole P[redacted]
Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because: I have attached what was explained on expedia website. I was allowed TWO baggages leaving my HOME (Canada) to go on vacation to a foreign country. Since I was with in my appropriate allowance It was unnecessary for me to call the airline to get if there were any extra fees. It makes perfect sense that I would be returning with the same baggages allowance. However if I were leaving with ONE baggage and returing with TWO I would have contacted the airline. I believe that Expedia should have specified that allowance of each flight if such changes occur or at least warn their consumer. This was misleading and very stressful experience. 
Sincerely,
[redacted]

Tell us why here...March 6, 2018 Revdex.comExpedia – DuPont, WA Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Mrs. [redacted] did not accept our response and/or resolution offered.  After further review of Mrs. [redacted]’s rebuttal and the claim that she would only be charged $102.00, is an issue she will need to speak with the hotel about. At no time, did Mrs. [redacted] mention anything about being charged $102.00. Again, Expedia advocated on her behalf, and the hotel reiterated that they will charge $195.00 if cancelled.  Respectfully, we request that this complaint be closed as answered, as Expedia has not collected any funds from Mrs. [redacted].  Again, 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,  LaToya J[redacted]Corporate Customer Service

Complaint: [redacted]
I am rejecting this response because: they are still refusing to look into the phone conversation with the representative that said I would have a credit to be used on a future flight. I just want what I wss promised. It is not right that each time I call I get told something different. 1st person said full credit. 2nd person offered 100$ credit. 3rd said nothing. I was promised someone would look into this call and if the representative said I would get a credit they would have to honor what they said. Now they won't even look into it?
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]

May 5, 2015 Revdex.comAlaska, 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 flight reservation.  We understand Ms. [redacted] is requesting a refund.  We are unable to contact Ms. [redacted] to acknowledge receive of her Revdex.com complaint with the information that she has provided. Upon further research, we are unable to locate an Expedia.com account related to Ms. [redacted] complaint.  We respectfully request that Ms. [redacted] provide us with the email address used to book the reservation and the itinerary number.  The requested information will enable us to appropriately address Ms. [redacted] concerns. 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

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

concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding their reservations.
 
As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We will submit our final reply via the Revdex.com's website.
Again, we thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because: my email is [redacted]@yahoo.com, I currently am a gold member if that means anything? So now you can check why I wrote this complaint over my 50.00 coupon which really was my compensation for staying in a room for 2-3 days w/o heat. Then I proceed to make a new reservation with my coupon and the weather here on the coast has been dangerous so I end up cancelling my upcoming reservation and that goes smoothly but I NEVER GOT MY COUPON BACK>
Sincerely,
[redacted]

February 18, 2016 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us...

time to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from Mr. [redacted] (Revdex.com ID number [redacted]) regarding a hotel reservation. Upon receipt of the Revdex.com submission, we have verified this issue has been handled by Crystal L[redacted] in the Expedia’s Executive Escalation Department on February 17, 2016. If Mr. [redacted] issue has still not been resolved we ask him to please feel free to contact our Customer Support Representatives and refer to Case # [redacted]. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Lisa S[redacted] Tier 3 Customer Service

October 12, 2016
 
 
Revdex.com
Alaska, Oregon, & Western Washington
 
Complaint Department
Re: Expedia Case #: [redacted]
 
 
Dear Revdex.com,
 
 
Thank you for taking the time to contact Expedia regarding an issue from our...

customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.  We understand [redacted] is requesting a refund. On October 7, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on June 21, 2016, the customer self-booked a package reservation for [redacted] and [redacted]. Travel was on [redacted] Airlines, departing September 3, 2016, from Newark, New Jersey to Dublin, Ireland with [redacted] Airlines; returning on September 8, 2016, from Dublin, Ireland to Newark, New with [redacted] Airlines. The package includes a hotel stay at the Sanymount Hotel. The package includes the Vacation Waiver. The customer is stating while on their trip [redacted] Airlines lost the customer luggage. The customer is stating that the airline has not refunded the customer for the luggage.
 
Upon further researching this matter, we have no record the customer contacted Expedia regarding this issue.
 
On October 12, 2016, Expedia contacted [redacted] Airlines on the customer’s behalf; they advised if the customer has already submitted a claim with them. The customer would need to contact [redacted] directly for the status of the claim. The customer can submit a refund request via the airline website; the customer must add all the documentation regarding the claim.
 
We sincerely regret that we are unable to offer a more satisfactory response or resolution to your concern. However, we know that there are some instances when policies associated with the bookings will not allow for a resolution that is more favorable to our customers.
 
Expedia cannot honor the request for the refund.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention. 
 
Sincerely,
 
Delia K[redacted]
Tier 3 Customer Service

February 15 2017   Revdex.com Northwest Complaint Department   RE:  Expedia Inc Case [redacted]   Dear Revdex.com,   Thank you for taking the time to contact Expedia.com regarding an issue from our customer. We appreciate the Revdex.com...

allowing us to address the comments and concerns that have been brought to our attention. Expedia.com is disheartened that the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.   Expedia.com is responding to the consumer complaint from Mr [redacted] (Revdex.com case number [redacted]) regarding his car hire booking. We understand Mr [redacted]is seeking a refund for the car hire due to late check in with the vendor.   Our records show the customer booked Thrifty/Hertz car hire on July 29 2016. While we do not see any error on behalf of Expedia, we are willing to issue a onetime courtesy refund of 183.20 EUR. Once accepted by Mr [redacted], the refund will take seven to 10 days to reflect on his billing statement on the original form of payment.    Again, we thank you for allowing us the opportunity to address this issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.   Tier 3 Customer ServiceExpedia

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]

June 21, 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 request for cancellation and refund of an upcoming itinerary.
 
Our records reflect on June 1, 2017 the customer contacted Expedia for assistance booking package itinerary # [redacted] for five flights departing from Chicago, IL for Myrtle Beach, SC on July 4, 2017 returning July 8, 2017, a stay at The Palms by Suite at the Beach in Myrtle Beach, SC checking in July 4, 2017 and checking out July 8, 2017, and a rental car through Hertz Rentals.
 
The customer has contacted Expedia agents on June 17, 2017 and June 19, 2017 inquiring about cancelling her itinerary and receiving a full refund for all services.
 
Expedia serves only as a third party booking intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Expedia does not own, operate or otherwise run any hotels.  Ms. [redacted] has been provided with the following information regarding the cancellation policy for each portion of her itinerary, which were agreed to at the time of booking:
 
Ms. [redacted]’s flights were booked under the following terms:
PENALTIES FOR ONE WAY FARES
·         CANCELLATIONS:  TICKET IS NON-REFUNDABLE.
o    NOTE -
§  TICKET HAS NO VALUE UNLESS PASSENGER CANCELS
§  TICKETED FLIGHT RESERVATIONS PRIOR TO TICKETED
§  DEPARTURE TIME.
 
·         CHANGES:  CHARGE USD 200.00 FOR REISSUE.
   IF PASSENGER CANCELS TICKETED FLIGHT RESERVATION PRIOR TO TICKETED DEPARTURE
TIME/ TRAVEL THAT IS REBOOKED IS VALID AS FOLLOWS.
                      1/WHOLLY UNUSED TICKETS ARE VALID
PROVIDED TRAVEL COMMENCES WITHIN ONE YEAR
FROM THE ORIGINAL TICKET ISSUE DATE OR 2/
PARTIALLY USED TICKETS ARE VALID PROVIDED
TRAVEL IS COMPLETED WITHIN ONE YEAR FROM
THE OUTBOUND TRAVEL DATE ON THE ORIGINAL
TICKET.   SERVICE CHARGE APPLIES.   IF
TICKETED FLIGHT RESERVATION
IS NOT CANCELLED PRIOR TO TICKETED
·     DEPARTURE TIME/ REBOOKING IS NOT PERMITTED
·     AND THE TICKET HAS NO VALUE.
·    
The customer’s hotel reservation is currently refundable per the following terms:
 
Cancellation and Change Policy: Refundable 
Cancellations or changes made after 6:00 PM local hotel time, Tuesday, June 27, 2017 or no-shows are subject to a hotel fee equal to 1 night(s) plus taxes and fees.
 
The car reservation on this itinerary is also currently refundable.
 
Ms. [redacted] is noting the star rating of the hotel on her reservation as an issue.  The resort has a four star rating with Expedia and is also what the hotel advertises as their published rating.  Hotel and resort ratings are based on a variety of things such as location, amenities, other respected rating associations, and customer reviews.  Based on our criteria, Expedia stands by its four star rating for this property. 
 
As Expedia has explained to the customer, if she wishes to cancel her itinerary, our agents will be happy to assist her; however, we are only able to provide the refunds that the various vendors on her itinerary allow. The flights are not refundable.  The customer may cancel and retain an airline credit, minus any change fees, per the terms of her booking.  Expedia cannot alter the airline’s terms for fares and flights. The hotel and car rental can currently be cancelled for a full refund, per the date/terms provided on her itinerary. 
 
Ms. [redacted] should contact Expedia, before the penalty date, for assistance should she still wish to cancel her itinerary.
 
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:Expedia has refunded me for the reservation. Thank you for your assistance in this matter. Sincerely, [redacted]