Expedia Inc

July 21, 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.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 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 refund and exchange issues. 
 
Our records show on July 20, 2016, Ms. [redacted] self-booked a hotel and flight package reservation via itinerary number [redacted] for four passengers with travel dates as September 1, 2016 in the amount of $2,572.00. We understand from Ms. [redacted]’s complaint, due to personal reason she requested to cancel the reservation and after contacting customer support for rebooking assistance, no acceptable resolution was provided. The customer is requesting a full refund for the amount paid for the reseravation.
 
Upon researching the customer’s complaint, we can confirm on August 31, 2016, when Ms. [redacted] called to cancel the package reservation, Expedia provided the customer with the fare rules agreed upon at the time of booking that state if a flight is canceled, only future travel credit can be provided.
 
We can also confirm, Expedia proceeded to advocate on the customer’s behalf by contacting the hotel. The vendor approved the cancelation and a full refund of $881.32 was processed back to the original form of payment. Expedia also contacted the airline and Ms. [redacted] was advised and agreed to a future flight credit of $422.67 per passenger, valid until July 20, 2017 with no exchange fees plus any rate difference upon the flight cancelation.
 
Further research shows, on July 17, 2017, when Ms. [redacted] brought this matter to our attention, a corporate customer service agent offered a $600 refund whether the customer used the credit provided by the airline or a new flight reservation would be made. Ms. [redacted] declined the refund and requested a full refund.
 
Expedia.com only acts as an independent travel agency and is subject to the rules and restriction set by each particular vendor. Expedia.com does not own nor operate any hotels or airline, therefore is unable to set rates based on a live inventory updated regularly by each individual vendor. Expedia can only advocate on the customer’s behalf with any refund requests. Based on the information provided above, we are unable to honor Ms. [redacted]’s refund request, however, the $600 refund can still be honored as previously offered once a new reservation is booked.
 
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]
Corporation Customer Service

February 17, 2018Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: [redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Ms. [redacted] did not accept our response and/or resolution offered.Calls are monitored for quality control, however not every call is captured by our system. Also we have previously offered to compensate you for the $100.00 cancel fee changed by the airlines, based on the type of ticket you purchased changes can only be made by the airlines directly, Expedia is not the merchant of record (the entity that received the funds and the company that charged the credit card) any refunds would come from Spirit.Spirit also advised you could visit their website to request a name correction @ www.spirit.com/help and completing the form on the site, the airlines did not indicate if there would be a fee for the name correction but they did advise a respond would be received 48 hours after the request was submitted.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,Kiki R[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.
More important, thank you for your assistance in this matter.
Sincerely, [redacted]

Revdex.com:I refund from Expedia in the amount of $5,856.24 has been applied to my credit card. Sincerely, [redacted]

February 14, 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 Ms. [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 [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. As stated previously, each airline has its own specific set of policies and procedures as does each ticket purchased. Expedia must abide by the airlines terms and conditions which the customer agreed to at the time of her self-booking the reservation. Expedia contacted the airline directly on behalf of the customer and was advised by the airline that changes are not permitted. Expedia makes every effort to ensure that our customers have a clear understanding of the terms and conditions associated with the travel items they are purchasing. We provide our users ample time to review the full details of the itinerary which the customer must agree to before completing the purchase. 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 7, 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, 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.
Our records reflect that on May 13, 2016, Mr. F[redacted] booked roundtrip flights for travel May 29, 2016, through July 5, 2016. 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.
We understand from Mr. F[redacted] complaint that he checked his itinerary and noticed that his flights were scheduled for the wrong date. He intended for his trip to begin on June 30, 2016. Mr. F[redacted] says he contacted Expedia for assistance and was informed that we could do nothing about the matter as this was a self-booking and therefore a customer error.
On July 7, 2016, we contacted the merchant of record (the company who charged the customer’s credit card), United Airline on Mr. F[redacted] behalf and were advised that he had been deemed as a no show. We requested that they change the status of the tickets from suspended to open status, to allow the customer utilize the airline credit as the tickets were unused. United Airlines honored our request and issued airline credit equal to the value of each ticket. When Mr. F[redacted] is ready to use the credits, United Airline requires a rebooking fee of $200.00 per passenger and a $50.00 ticket reissue fee per passenger.
Please note that each of the airlines with which we do business, establish their own rules and policies. We are bound by these rules and policies and must adhere to them. We regret any inconvenience encountered by Mr. F[redacted] as it relates to this matter, but Expedia made no errors that would warrant a 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,
Marlon J[redacted]
Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because:
 
Expedia is just passing responsibility. The airline Xiamen Air/Korean Air themselves asked how I was able to book this ticket 
through you, my travel agent when their airport does not allow flights to book unless there is a set time (which I don't know, that's Expedia's job
to book connecting flights as a package deal, or why would I use your service for convenience in booking international flights?) and that I should not have been able to purchase this flight in the first place.
 
I wonder if all these people had experienced what I experienced as your customer reps had me wait on a phone while I was getting screamed at 
by the Chinese police and security figures if you would be satisfied with your service which should not have offered the flight in the first place. There was
never definitive confirmation I was booked out of China the following day. Ever. So, if you were me, you would be satisfied with this response and those hour long
phone calls? 
Well, there's my position. 
 
Could you even imagine the PR disaster for your travel agency if I had been held and deported to America after an unset amount of time in a Chinese airport jail?
It could have happened, and it definitely was not thanks to your company that I was able to fly out. 
 
Thanks for your friendly words, I know handling these inquiries must be awful. A+ for writing, F- for resolving customer complaint; and no, I won't be using Expedia again.
Don't book flights as a package deal if you can't look the details up as a travel agency please. I can't trust your guys' service to deliver me home.
Sincerely,[redacted]

Hello Revdex.com, I am pleased to provide assistance with case #[redacted]. Below are the findings and resolution to the case: Findings:According to our records, Ms. [redacted] placed a reservation through [redacted], a company with which Expedia does business through...

the Expedia Affiliate Network,. The reservation was placed for a Superior Apartment, Canal View for check-in on August 6, 2015 through check-out August 8, 2015. The cancellation policy agreed to at the time of booking states:          Cancellations or changes made before 11:59 PM local hotel time, Monday, August 03, 2015 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.       Cancellations or changes made after 11:59 PM local hotel time, Monday, August 03, 2015 are subject to a hotel fee equal to 100% of the total amount paid for the reservation.            Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation.Additionally, I have verified that this reservation was cancelled on-line on May 25, 2015 at 11:14 PM. Due to the cancellation a one-night penalty of $569.41 was imposed on this booking. Resolution:I have confirmed, as a courtesy, we have issued a refund in the amount of $569.41 to Ms. [redacted] Visa card which was used at the time of booking on July 2, 2015.  This refund processes within 24 hours and returns to the form of payment used at the time of booking within 3-7 daysor on the next billing cycle. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Thank you,Rory M.Customer Relations Specialist

August 27, 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.com is responding to the consumer complaint from [redacted] (Revdex.com complaint #[redacted]) regarding the refund and exchange issues.
 
Our records show on April 19, 2016, Mr. [redacted] self-booked an Expedia.com flight reservation via booking number [redacted] with travel dates as August 25 to September 19, 2016. We understand from Mr. [redacted]s complaint, wrong information was provided by a customer service agent regarding the exchange policy and is requesting compensation.
 
Upon researching the customer’s complaint, we can confirm, on August 20, 2016, a refund in the amount of $479.55 for the residual amount of the ticket after being exchanged was processed back to the original form of payment. As usual the credit card company will make the credit available depending on their refund timing policies.
 
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience he has encountered in resolving this matter. As a refund has been given to the customer and the issue has been resolved to Mr. [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]
Tier 3 Customer Service

March 15, 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, 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.
We understand form Mr. [redacted]’s complaint that he is unhappy with Expedia’s VIP program. VIP Access is Expedia's premium hotel network that provides a special benefit to elite customers.Based on availability and their rewards status, elite customers receive certain +VIP benefits. Mr. [redacted] feels that we should be able to provide details of each amenity that is offered under each hotel associated with the program.
Members get exclusive prices and special deals on +VIP Access hotels. Expedia+ silver and gold members get even more 250 bonus Expedia+ points just for booking a +VIP Access hotel. Special amenities and services at select hotels, such as:
 
- Free Parking
 
- Spa Credits
 
- Complimentary Food and Drink
 
- Upgraded in-room Entertainment
 
- Priority Check-in
 
However, Expedia offers travel deals from time to time, which usually last for up to 36 hours. In addition, rates and availabilities are constantly changing. Thus, we cannot guarantee you will get the lowest/offered deal unless purchased and reserved.
 
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

August 10, 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 her 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: I have not received the refund from Expedia. To clear any confusion, in their response, Expedia made reference to a credit card company, however, the payment was made with my Wells Fargo debit card. It has now been sixteen days, and my bank (Wells Fargo) said the hold up is not the bank processing the refund. They said it is Expedia. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Expedia acknowledges that they failed to contact Best Western to cancel this reservation and has paid for the booking but has not addressed the overdraft fees and time I've spent proving that their customer service department deceived me as they did not "find" the call I made to cancel but when confronted with phone records showing the call was made they miraculously change their minds and refund! I am not satisfied and demand a $500 voucher travel credit, until that is received this case is open. 
Sincerely,
[redacted]

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.
Our records reflect that on March 17, 2016, Ms. [redacted] booked an Expedia Vacation Package which included roundtrip flights from San Francisco, California to Las Vegas, Nevada and a two-night stay at the Venetian Resort Hotel and Casino from April 2, 2016, through April 4, 2016.
We understand from Ms. [redacted] complaint that she is seeking a refund of $394.40. According to the complaint, Ms. [redacted] canceled the package a couple of hours after booking. She stated that she that she received a refund for the hotel but, has not been refunded for the airfare.
After review, we can confirm that the package was voided on the same days as the booking itself. A refund was issued for the hotel by Expedia and the merchant of record (the company who charged the customer’s credit card) Virgin America is responsible for issuing the refund for the airfare.
Ms. [redacted] contacted our office on May 24, 2016, stating that she had not received the refund. We asked that she provide a billing statement and she agreed. We have not received the statement yet, but upon receipt we will be happy to advocate on her behalf to ensure that she receives her 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,
Marlon J[redacted]
Tier 3 Customer Service

September 24, 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 refund request.  We understand Ms. [redacted] is requesting a refund of a car reservation.
 
 On September 24, 2015 we contacted the customer to acknowledge receipt of their Revdex.com.
 
Our records indicate on March 24, 2015 the customer accessed Expedia.com and self-booked itinerary # [redacted] for a package including flights, hotel, and a car reservation through [redacted] for pick up on April 14, 2015 and return on April 20, 2015 at the San Antonio, Texas Airport.  The customer reports [redacted]s did not honor her paid reservation and she was charged an additional $513.15.  She is requesting a refund of the additional funds she paid.
 
On September 24, 2015 Expedia contacted [redacted]s and spoke with [redacted] in customer relations.  [redacted] opened case # [redacted] and has forwarded that to [redacted] complaint investigation department.  She said any refund due the customer will be refunded directly by [redacted] to Ms. [redacted]. 
 
The initial information provided by [redacted] was that the customer had upgraded several categories, from the Mid-sized car reserved through Expedia, to a convertible Mustang, at an increase of $92.96.  The remainder of the extra charges were for customer approved insurances and other extra options.  Expedia does not provide refunds for customer driven upgrades or insurance and special options chosen at the rental counter.  However, [redacted]s will investigate whether the upgrade was due to lack of available pre-paid category car or whether the upgrade was customer choice.  They will also review the insurance and extra options to ensure those were chosen and signed for by the customer.  If they find any discrepancies, they will provide a refund to the customer.  [redacted] has all customer contact information and resolution takes 7-14 days.  If Ms. [redacted] would like to contact [redacted]s for updates on her case, she may call [redacted] access online http://www.[redacted].com.  She should be prepared to provide her [redacted] case #[redacted].
 
As Expedia has processed payment to the vendor, [redacted]s, for the Mid-sized rental rate, and the additional fees the customer paid were in addition to the mid-size rate, Expedia will not be processing a 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,
 
Roseanne G[redacted]
Tier 3 Customer Service

June 8, 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 hotel reservation.  We understand Ms. [redacted] is requesting a refund. On May 20, 2016, we received the receipt of the Revdex.com complaint.
 
Our records reflect on March 27, 2016, the customer self-booked a package reservation for [redacted] and [redacted], using Expedia.com. Travel was on United Airlines, departing May 13, 2016, from Los Angeles, California to Cancun, Mexico; returning on May 17, 2016, from Cancun, Mexico to Los Angeles, California. The hotel was at the Grand Oasis Sens-Adults Only-All Inclusive, check-in date May 13, 2016, check-out date May 17, 2016. The customer is stating once arrived at the hotel had several complaints due to bugs and cleanness of the hotel.
 
Upon further researching this matter, we can confirm on May 14, 2016, the customer contacted Expedia, advising the hotel and room is not clean and there were bugs in the hotel.  Our agent contacted the hotel, who advised there was no complaint found from the customer. The hotel advised Expedia we would need to speak to the main office, however the office was closed. Our agent advised the customer, Expedia would need to contact the main office once they were open and would contact the customer back.
 
On June 8, 2016, Expedia contacted the hotel on the customer’s behalf; they advised that they found no complaint from the customer during their stay. The hotel advised that the customer did stay at the hotel. The hotel will not authorize the refund for the hotel booking.
 
Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendors.  Each vendor has its own specific set of policies and procedures as does each ticket purchased. 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. 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. The customers do have the capability to view hotels reviews online before purchasing the reservation.
 
We hope the customer understands, Expedia must adhere to the vendor’s policy. We 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

July 23, 2015
 
Revdex.com
E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio
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 refund request.  We understand Ms. [redacted] is concerned that two attempts to book package itineraries produced pending authorizations when her bookings failed.  She believes Expedia debited her bank account for the failed transactions. On July 23, 2015 we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint.
 
Our records indicate the customer accessed Expedia.com and attempted to book a travel package which included flights, hotel rooms, and a car rental.  The attempts failed and the customer was concerned that her account may have been billed. 
 
From our research we show that these actually were pending authorizations.  The bank or credit card company will put funds on hold in anticipation of paying a vendor, when an attempt to purchase something is made.  When the transaction does not go through, whether it’s due to the customer not completing the purchase,  the card not having enough available credit, or the bank’s daily spending limit being too low, the money will sit on hold in pending status, until the bank or card company releases it back to the customer for their use.  We know this can be confusing or frustrating for the customer; however it is a function of their bank.  While Expedia can contact the bank or card company and ask that they release the authorization, we have no authority to force the bank to do so.  Most banks will release the pending authorizations within 48 – 72 hours automatically. 
 
As we were unable to speak to the customer today, to ensure the authorizations were released and her funds made available to her again, we are responding with the belief that this matter has been resolved between the customer and her bank.  If she has further information or needs further assistance from Expedia, we would welcome her response back to this letter. 
 
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

Complaint: [redacted]I am rejecting this response because: If Dan from Expedia read the complaint, he would see that I did not receive an Itinerary number in the first place. That is my main complaint besides the fact that they took my money, charged my bank account, processed my plane ticket with WOW Airlines (while missing major information) and did not send me a confirmation email or itinerary number. While I was on the phone with the call center agents, they acknowledged that Expedia took my money and processed this booking but there was a glitch. BUT the call center agents have no power to fix this glitch. Dan also did not read the complaint clearly to see that my name is [redacted] and my email address is [redacted]. I have an account with their website and I see my history and I have talked for hours with their customer service department about these exact issues but could not get a resolution because they have no authority. 
I need Expedia to acknowledge their mistake and fix this issue ASAP as mentioned in my original complaint. 
Sincerely,[redacted]

February 7, 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, 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.
Our records reflect that on January 28, 2017, Mr. [redacted] booked a one-night stay at the Howard J[redacted] from January 28, 2017, through January 29, 2017. According to Mr. [redacted] complaint, he was subjected to dissatisfactory customer service. He stated that a new account was created for him during booking although he already had an active account. He requested that all of the points that he had accumulated over the years be restored by combining his accounts and that someone contact him.
We have reviewed our records and based on our documentation, we spoke with his regarding the matter on January 28, 2017. The representative who assisted him with booking, misspelled Mr. [redacted] email address and created a new account as a result. Our notes mention that we offered compensation but, Mr. [redacted] disconnected the call. On February 7, 2017, we attempted to reach Mr. [redacted] via telephone unsuccessfully.
Please offer our apologies for the inconveniences and frustrations that Mr. [redacted] has encountered. It is never Expedia's intent to mislead or to cause inconvenience to our clients, and we are sorry that Mr. [redacted] feels Expedia has done so.
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

October 25, 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. Hotwire 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 customer service issues. 
 
Our records show on October 13, 2016, Ms. [redacted] self-booked a hotel reservation for five rooms via booking number [redacted], with a check-in date as October 27, 2016 for a total of $1,025.95. We understand from Ms. [redacted]’s complaint, it was not clearly indicated that she could not modify the reservation and after trying to contact customer support she has not been able to reach anyone. The customer is requesting the ability to modify the reservation.
 
Upon researching the customer’s complaint, we can confirm via the actual booking path Ms. [redacted] was given the hotel’s cancelation policy that stated the reservation was non-refundable. The customer proceeded to the trip summary page where it again stated if reservation were to be changed, no payment would be refunded plus a link to review the hotel’s change and cancelation policy was provided before payment could be made.
 
Expedia makes every effort to ensure that our customers have a clear understanding of their selections related with the travel items they are purchasing. We provide selection details and the room type cancelation policy on several pages as well as the terms and conditions of each rate we offer. Based on the information provided above, we are unable to honor Ms. [redacted]’s change request.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Angel A[redacted]
Tier 3 Customer Service