Expedia Inc

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

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

October 11, 2017
 
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia regarding an issue from our customer. ...

We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com complaint #[redacted]) regarding the billing and refund issues. 
 
Our records show on September 9, 2017, Ms. [redacted], self-booked an Expedia.com hotel reservation via itinerary number [redacted] with a check-in date of April 10, 2018 in the amount of $1,208.27. We understand from Ms. [redacted]’s complaint, due to persona reasons she decided to cancel the reservation and after contacting the hotel she was advised a one-night penalty would be charged and the remaining would be refunded. The customer also stated after contacting Expedia’s customer support, no proper resolution or refund has been provided. Ms. [redacted] is requesting for the promised refund to be provided.
 
Upon researching the customer’s complaint, we can confirm on October 8, 2017, the reservation was canceled and the hotel charged a one-night penalty of $172.61 and approved a partial refund of $1,035.66 which was also was processed back to the original form of payment. As a refund has been given and the issue has been resolved to Ms. [redacted]’s desired outcome, 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,
 
Angel A[redacted]
Corporate Customer Service

July 28, 2016 Revdex.com Expedia.com – Dallas and Northeast Texas Complaint Department Re: Expedia Case #: O-[redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia.com regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia.com is responding to the consumer complaint from [redacted] (Revdex.com complaint #[redacted]) regarding the customer service issues. Our records show on June 29, 2016, Ms. [redacted] made several unsuccessful attempts to book a hotel reservation but due to the payment information provided, the itinerary was never fully booked. As per the documentation the customer provided, an error message was given that stated; “Sorry, there’s an issue with the payment information below. We’ve saved your attempted booking in My Trips so you can try again later (itinerary # [redacted]).” Further research shows, the itinerary number provided to Ms. [redacted] was only saved in her Expedia.com account and not completely booked. Reservation rates are only guaranteed until they are confirmed. Expedia.com acts only as an independent reservations agent for hotels, airlines, and cruises and must abide by the terms and conditions of that particular vendor, including their rates which are based on availability and are subject to change until a reservation is confirmed. Based on the information provided above, we are unable to honor Ms. [redacted] request for original rate to be provided. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Angel A[redacted] Tier 3 Customer Service

February 16, 2016
Revdex.com
Alaska, Oregon & Western [redacted]
Complaint Department
Re: Expedia Case #: [redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer.  We appreciate the Revdex.com...

allowing us to address the comments and concerns which have been brought to our attention.  Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.  We understand Mr. [redacted] is requesting a refund.  On February 10, 2016, we contacted Mr. [redacted] to acknowledge receipt of the Revdex.com complaint, however he was not available.
Our records reflect on November 3, 2015, the customer self-booked a flight reservation for [redacted], using Expedia.com. Travel was on Egypt Air/Lufthansa, departing on November 23, 2015, from Moscow, Russia to Johannesburg, South Africa; returning on November 23, 2015, from Johannesburg, South Africa to Moscow, Russia with an arrival date of November 24, 2015.  The customer is stating that he was promised a refund, as the flights were canceled by the airline.
From time to time and for a variety of reasons, airlines issue schedule changes.  We understand that these changes can be inconvenient, time consuming and not customer friendly. However, 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. Egypt Air was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Expedia has no control over when, or how often, airline initiated schedule changes occur. Expedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.
Only the airline can make changes to your flights.  Airlines rarely tell travel agencies why they make a change. Schedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues.
On November 18, 2015, Expedia received notification from Egypt Air regarding an airline schedule change that impacted the return flights on November 23, 2015.  Our agent contacted the airline, to confirm alternative flight options, and was advised there were no other flights available. Egypt Air gave Expedia approval to process refund.  An email was automatically generated to the customer regarding this notification.  We can confirm Mr. [redacted] contacted us on November 22, 2015, requesting the status of the refund. Our representative contacted Egypt Air, however the airline was closed, and the agent advised the customer Expedia would need to contact the airline once they were open. Mr. [redacted] has contacted us several time regarding the refund status, however, we have not been able to get a confirmation from Egypt Air.
On February 11, 2016, Expedia advocated on the customer’s behalf and contacted Egypt Air to request the refund.  The airline has advised they exchanged the tickets at the airport for the return flights for travel on November 24, 2015, however [redacted] did not use the ticket.  The airline marked the customer as no show.
Expedia no longer has access to view the flight record, as it was exchange by the airline. Egypt Air has advised us that the customer must contact the airline directly, to request a refund for ticket number [redacted], as the ticket was exchanged after the refund request was submitted. We regret any inconvenience the customer encountered regarding this matter; however, Expedia is unable to provide any compensation regarding this airline schedule change.
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Delia K[redacted]
Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because:
1st: I did contact with the hotel once I got trouble with my room, I requested change a room but the hotel send a electronic repair man to fix the room power. But who will like to stay in a room with NO air conditioner, NO power , NO TV, NO WiFi for hours at the temperature as 90 degrees F? 
2nd: It took 3 hours for a dinner because the restaurant lost my orders, we had to reorder and after that we had to discuss the bill with the restaurant for the meal we did not get. I back to room almost 10pm and had a early flight to catch the next morning.
No one wants to claim for a unpleasant trip, but it is really frustrated me and ruined my trip. Expedia is the agency with the hotel so Expedia has the responsibility to coordinate. As a customer booked with Expedia, I already did what I should do: contacted with hotel at the first time.Sincerely,[redacted]

Hello Revdex.com,
 
I am pleased to provide assistance with case #[redacted] Below are the findings and resolution to the case:
 
Customer Complaint:
The customer reserved a booking online on February 1, 2016 for March 5, 2016. The guests booked this room for an anniversary getaway. When...

the guests went to the hotel to check-in, the hotel was not able to find the reservation. The customer had friends of theirs try to send a gift to their room and they were also refused because the hotel could not find a room with their name. Because the hotel could not find the room under the guest’s name, they were unable to use their reservation but were still billed in full.
The customer is requesting a full refund in the amount of $91.11 USD.
 
Findings:
According to our records, Ms. [redacted] reservation was booked under the name "Non Smoking With A". Whenever Ms. [redacted] checked into the hotel using her first and last name, the hotel did not find any reservations that were made under that name since the customer’s name was not used during the booking process.
 
Resolution:
In conclusion, we have confirmed that Expedia sent a confirmation email to the customer on the day of purchase which would have given them ample time to review and make name changes as needed before the check-in date. We have verified that the first contact to our customer care team was on March 8, 2016. Our customer care team then contacted the hotel to appeal for a refund. The hotel manager did not approve a the refund request due to the non-refundable rate plan the customer agreed to upon booking.
Since the hotel has billed the reservation in full, we would not be able to issue a refund for this reservation.
We recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies; and to call us immediately if there are any discrepancies or additional questions before purchasing the itinerary. It is our customers’ responsibility to review all rules, regulations, and booking details prior to booking any travel.
Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing. We provide selection details on several pages for review including the final payment screen.
 
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
 
Thank you,
Mathew K.
Customer Relations Specialist

July 21, 2015
 
Revdex.com
E.com - Alaska, Oregon & Western...

Washington / E.ca - Mid-Western and Central Ohio
Complaint Department
 
Re: Expedia Case #: O-[redacted]
Itinerary [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a refund request.  We understand Ms. [redacted] is writing regarding a coupon offer that did not correctly apply to her booking.
 
Our records reflect this matter was resolved on July 13, 2015, when Expedia processed an additional refund in the amount of $25 back to the customer’s original form of payment.  The time it takes to post the refund to her account depends on how quickly her credit card company processed refunds.   This refund, added to the original refund of $25.00 processed on July 4, 2015 provides the original $50.00 the customer should have received for the coupon offer she attempted to apply when booking her itinerary.,
 
It is never Expedia’s intent to inconvenience our customers and we do want to express our apologies to Ms. [redacted] for this situation. A previous agent added a $50.0 future travel coupon to her online account and we hope she will allow us the opportunity to improve upon her experience in the future. 
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Roseanne G[redacted]
Tier 3 Customer Service

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

October 29, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentRe: 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 refund request.  We understand Mr. [redacted] is expressing concern about the condition of the hotel property he recently stay in and is asking for a full refund of the amount paid for his reservation. On October 29, 2015 we contact the customer to acknowledge receipt of their Revdex.com complaint. Our records indicate on the customer self-booked an Expedia Unpublished Rate hotel reservation online on October 8, 2015, located in Lancaster, Pennsylvania, from October 9, 2015 to October 12, 2015. The hotel provided was the [redacted].  We understand from the complaint the customer has requested a refund of $357.06, the full price of his reservation.Expedia Unpublished Rate hotels appear in the search results after a customer executes a standalone hotel search on Expedia. The customer chooses the area (as defined in the search parameters, with Map views and a mileage legend provided), star rating, price, and a few amenities, but the hotel name and address appear only after the booking is completed.Prior to entering credit card information at the time of booking, customers agree to the following hotel rules and restrictions:•           Prices this low require us to hide the name until immediately after you book.•           Your credit card will be charged for the full payment upon reservation.•           Expedia Unpublished Rate Hotel bookings are final (no refunds, changes and            cancellations). •           Some hotels may charge resort or other fees Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing. We provide selection details on several pages for review, including the final payment screen. Expedia.com serves as a third party intermediary for travel providers such as hotels, car rental agencies, and airlines; as such we must abide by and enforce the terms and conditions set forth by our partners. Hotels of varying star ratings utilize the intermediary services of Expedia.com and serve a variety of customers, with different budget needs. We provide both industry ratings and customer reviews, available for our customers to use in guiding their selections.  Opaque bookings are an opportunity for savings, but customers choosing to book through this program do so with the understanding that they are booking a non-refundable room and will not have opportunity to evaluate the ratings and reviews of the particular hotel prior to making a reservation.  On October 29, 2015 we once again attempted to speak to the manager of the hotel, who has previously denied the request to refund the customer when we advocated on his behalf.  The manager did not come to the phone and further attempts to reach him have not been answered.   Due to the rules and restrictions agreed to by Mr. [redacted] at the time of booking, we are unable to offer a refund for this itinerary. We regret that our response cannot be more favorable.Mr. [redacted] mentions having pictures to support his refund request and description of the state of the hotel.  While we can’t state they will change our decision, or allow us to provide a refund, if he would like to supply those pictures in a rebuttal, we will view them and revisit this issue.   We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Roseanne G[redacted]Tier 3 Customer Service

February 26, 2016 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us...

time to address the comments and concerns which have been brought to our attention. Expedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from Ms. [redacted] (Revdex.com case ID [redacted]) regarding a flight reservation. Our records indicate on January 19, 2016, the customer self-booked a non-refundable flight reservation using the Expedia.com website. We understand from the complaint, the customer is requesting her submission for the Best Price Guarantee be approved. Upon receipt of the Revdex.com submission, we have verified the customer submitted her request, however Expedia replied to the customer stating her submission was denied. The denial was based on the submitted price match was not for an identical flight. Prior to the customer entering her credit card information she agreed to the flights chosen and the airline terms and agreements. However as one-time courtesy, Expedia processed a refund in the amount of $240.00 back to the customer’s original form of payment. We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Lisa S[redacted]

Complaint: [redacted]I am rejecting this response because:The Expedia website is still advertising that this hotel has an indoor pool, which is false. I contacted Expedia several times by e-mail to alert them that this information was false, but each time they insisted that this hotel has a pool that is free to use for guests. I was told to contact them by phone, but I was put on hold for over half an hour and could not reach anybody. I tried twice more with the same results. The [redacted] next door to the hotel does have a pool, however the hotel does not. Furthermore, the [redacted] does charge hotel guests each day that they use the pool. It's unfair for a hotel to advertise that they have a pool just because the [redacted] nearby has a pool. By that logic any hotel could claim that they have a pool. It is understandable that Expedia relies on information provided by the hotel in their advertising, however they continue to advertise this even after I have informed them several times that this information is false and even after their own research has confirmed that the information is false. This hotel does not have a pool and Expedia knows that, so why are they continuing to advertise it as such?Furthermore, I wrote a review for this hotel where I informed potential customers that this hotel does not have a pool and the review was rejected with no explanation. After confirming that the review did not violate Expedia's review policies, I contacted customer service to ask why the review was rejected. I did not receive a response. I tried re-submitting the review twice more and again it was rejected with no explanation and no response from customer service. Not only is Expedia advertising falsely, they are blocking me from alerting other potential customers to this false information.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]

August 21, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear 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]). We understand the customer is requesting assisting regarding recent phone calls.Expedia appreciates the customer reaching out to us regarding a phone call they received or a similar message from Expedia Canada or Expedia U.S. We are writing to confirm that these phone calls were neither generated nor authorized by Expedia. We have identified this incident as a telephone phishing scam targeting Canadian and possibly US residents. Our information security team has indicated that there has been no data breach by Expedia as the phone calls are targeting Canadians in general – not just Expedia customers. In fact, many of the complaints we are receiving are from non-Expedia customers.This scam is using the Expedia name in an illegal manner. We can assure you that Expedia has reported this fraudulent activity to Canadian and U.S. law enforcement. We suggest the customer do the same and visit one of the following website to report the incident as well -• For Canadian residents: Canadian Anti-Fraud Centre (http://www.antifraudcentre-centreantifraude.ca/english/documents/victimguide.pd...⇄ For U.S. residents: Federal Trade Commission (http://www.consumer.ftc.gov/articles/0341-file-complaint-ftc#Types)If the customer has responded to the call by providing credit/debit or other financial account information, we strongly encourage them to contact their issuing bank for further guidance.We at Expedia recognize the significant level of trust required to book travel with us. As such, we are glad to report that this incident is not a breach of privacy on our part, but for more information on how we protect the private information of our customers please visit our Privacy Policy page at http://www.expedia.com/daily/enc4105/service/privacy.asp. 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,Nicole P[redacted]Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

July 21, 2015 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O-[redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Ms. [redacted]. We regret to hear she did not accept our response and /or resolution offered. Expedia, Inc. is responding to the consumer complaint from Ms. [redacted] (Revdex.com ID number [redacted]) regarding a package reservation. Upon receipt of the Revdex.com submission, we have verified on June 22, 2015, Ms. [redacted] contacted Expedia stating she had missed her flight due to a schedule change. Expedia attempted to resolve the customer’s issues and contacted [redacted] on the customer’s behalf. As stated prior, at the time of booking and stated on the front of the customer’s itinerary prior to departure note: • Please reconfirm your international flight reservation at least 72 hours prior to departure by contacting the airline directly. Seat assignments, meal preferences, and special requests must be confirmed with the airline; we cannot guarantee that they will be honored. Free and special meals are not available on many flights. Expedia does not issue airline schedule changes as we are only operating as a travel agency. Expedia.com is an online travel website, we give the customer the capability to choose the dates, flights, and airlines of their choice. The actual cost of the airline ticket was charged by the carrier directly, not Expedia. As the schedule changes were initiated by the airline, and since Expedia is not the merchant of record, we are unable to offer the requested refund. 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, Lisa S[redacted] Tier 3 Customer Service

Complaint Department
 
 
Re: Expedia Case #: [redacted]
 
 
Dear Revdex.com,
 
 
 
Thank you for your response. We have reviewed the documentation/new information provided to further address [redacted] concerns
 
 
As previously advised, on September 20, 2016. The customer’s itinerary does state: Geographical restrictions may apply, even for rental contracts that feature unlimited mileage. Some car rental companies do not allow you to take their vehicles across certain domestic or international borders, or may apply an additional charge to do so.
Expedia requested the copy of the receipt to the vendor on September 20, 2016. On September 26, 2016, Expedia sent the request to the vendor.
Expedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further.
 
 
We thank you for allowing us to address this matter further.
 
 
Sincerely,
 
Delia K[redacted]
Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because:
I made my reservation through expedia.com, I am expecting that the car will be available when I arrived at my destination. As I stated in my complaint earlier, I did contact expedia on Oct 9th. the lady who answered the phone probably is the only one who was helpful among all my communications with expedia. she contacted eurocar so that I can have a car on Oct 9th. Several expedia representatives that I talked to after the trip told me that they will check with Eurocar to figure out the detail but they never did.Sincerely,[redacted]

Thank you very much for the action taken on this matter. I appreciate your ccooperation and understanding.
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]

Complaint: [redacted]I am rejecting this response because: 
Expedia state that "While Expedia does not charge a fee to cancel, any fees that the company with which we do business charges for cancellation will be passed on to the customer".
As shown in the attached screenshot, Expedia claim prominently, on 2 screens that make up the short booking process that the relevant booking, at the Clift was "free". Only at the very end of the process and in a much smaller type/ format, is reference made to the possibility of charges by the hotel in the event of a cancellation.  Use of the term "free" in the context of cancellation is therefore clearly not accurate, or at least should be clearly qualified at the point at which it is displayed prominently.
On this basis, I feel that the Expedia booking flow was deceptive and misleading.  As I stated in my original complaint, I would not have made the booking if it had been made clear to me at the time that cancellation was subject to a charge.
Sincerely,[redacted]
 
We understand from Mr. [redacted]’ complaint that he booked the reservation under the impression he could cancel without penalty if necessary. While Expedia does not charge a fee to cancel, any fees that the company with which we do business charges for cancellation will be passed on to the customer. The Clift terms and conditions agreed to at the time of booking are as follows;   Cancellation and Change Policy: Non-Refundable The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation.   While we understand Mr. [redacted]’ concerns, we do not see any error by Expedia and as a result, we are unable to honor the request of a refund. Again, 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] Corporate Correspondence Team