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. Thank you for being there as a liaison to consumers, I couldn't be more appreciative. Sincerely, [redacted]

November 6, 2015
Revdex.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,
[redacted]

October 13, 2015
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: O-[redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com...

allowing us to address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation.  We understand the customer is requesting a refund for their hotel reservation. On October 13, 2015, we contacted the customer to acknowledge receipt of their Revdex.com complaint.
Our records indicate on September 10, 2015, the customer self-booked a hotel reservation, itinerary number [redacted], using Expedia website. Hotel stay was at the [redacted] in Amalfi Coast, Italy for check-in on September 21, 2015, and check-out on September 24, 2015. .
We strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies and to call us immediately if there are any discrepancies or additional questions before purchasing the itinerary.  We can confirm the customer contacted us on September 14, 2015, to reconfirm the reservation cancellation
The terms and conditions agreed to at the time of booking were as follows:
Cancellations or changes made after 11:59 PM on Monday, September 14, 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.
After reviewing the customer’s actual booking and cancellation sessions, we were able to confirm the customer successfully cancelled the reservation online on September 14, 2015, and agreed to a full refund. Expedia contacted the hotel to determine why the customer was charged and was advised the terms and conditions provided were incorrect; the reservation was non-refundable. Due to this error, Expedia will honor the cancellation policy. On October 13, 2015, Expedia processed a refund of EUR340.00 (USD 370.00), back to the customer’s original form of payment. The time it takes to post to Mr. [redacted]’s account depends on how quickly his credit card company processes refunds. We regret any inconvenience this matter has caused.
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Britt M[redacted]
Tier 3 Customer Service

July 18, 2016 Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns...

which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding their reservation.
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate reply. We respectfully request additional time from the Revdex.com as further research is needed for this case. Sincerely, Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because: The refund amount is lower than what I was advised I would be receiving back by 4 different representatives. They advised my refund would be $300+ dollars for this nights stay. I want the full amount refunded to me, if we were on a recorded line please check the transcripts and verify the communications I received from the representatives.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: [redacted] told me my payment didn't even fully go through until about a week after I made the booking. So they said they are not concerned with exactly when the payment goes through having anything to do with when I made the booking with my travel agent. Like I repeated before and repeating again, [redacted] has said when my payment went through was not the issue for them regarding why I didn't get my promotion. They said Expedia never paid them for my promotion and that is why I never got 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. I understand the pricing changes all the time.  Yet when I looked back online it was showing the lower price, why did I have to pay the higher price when it was showing lower online. I also think I should've gotten an answer faster for the coupon, that also upset me. There was no reason for it to take that long.Sincerely, [redacted]

March 22, 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 March 29, 2015, Ms. [redacted] booked an Expedia Vacation Package which included roundtrip flights, a hotel stay, a Grand Canyon tour and travel insurance.
We understand from her complaint that Ms. [redacted] canceled her original booking and was left with a credit from the airline. When re-booking, Ms. [redacted] would be charged a re-booking fee that was refundable because she had purchased travel insurance. According to Ms. Ray, she re-booked her flights and paid the re-booking fee, but has not received the refund that she was assured.
After review, we can confirm that Ms. [redacted] canceled her original booking on May 18, 21015, and received a full refund for the hotel and Grand Canyon tour. After further review, we see a booking dated January 21, 2016 for Ms. [redacted] which included a three-night stay at the Majestic Colonial Punta Cana and a car rental from February 27, 2016, through March 1, 2016. Ms. [redacted] paid $1,232.31 for this package. She states that $220.32 of this amount was for re-booking her canceled flights and she would like Expedia to process a refund for this amount.
According to our records, the package booked by Ms. [redacted] on January 21, 216, did not include flights or a re-booking of the canceled flights. As such, Expedia is unable to honor her request of a refund. If there is another itinerary number that we may reference that included the re-booked flights, please advise and we will be happy to review.
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

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 Mr. [redacted] is requesting a refund.
Upon further research, we are unable to locate an Expedia account related to [redacted] complaint. We respectfully request that Mr. [redacted] provide us with an email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address Mr. [redacted] concerns.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Delia K[redacted]
Tier 3 Customer Service

April 5, 2016 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE[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 reservation. The information provided in the customer’s comment was not linked to an account or itinerary. At this time we are requesting the customer please provide an itinerary number and the email address used to make the reservation. The customer may submit the information through the complaint submission on the Revdex.com website. This information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist further. 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

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 thsnk 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

May 25, 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 Mr. [redacted] is requesting a refund and compensation. On May 21, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on May 15, 2017, the customer self-booked a hotel reservation at the Extended Stay America Santa Rosa with a check-in date May 19, 2017, and with a check-out date of May 22, 2017, via itinerary number [redacted]. The customer is stating that the reservation was canceled and that the customer was not relocated.
 
Upon further researching this matter, we can confirm on May 22, 2017, the customer contacted Expedia advising that the reservation was canceled. The customer was transferred to our relocation department team.
 
In reviewing the account, the reservation was not canceled by Expedia or the hotel. On May 25, 2017, Expedia contacted the hotel; they advised that the customer was marked as a no show and that they imposed the 1 night no show fee. The hotel did authorize the refund for the other nights.
 
Expedia has process the refund for the other two nights in the amount of $227.99 back on to the original form of payment. We can confirm that the customer did receive the $100.00 coupon for a future hotel reservation. The coupon is active for use; the customer can view the terms and conditions for the coupon, via the customer’s Expedia online account.
 
Based on the above, Expedia is unable to honor the request for any further refunds or compensation.
 
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

Complaint: [redacted]
I am rejecting this response because: It is not an acceptable feedback after 3 months seriously!!!! The truth is that my flight has been canceled by airline, it is not my problem to process refund, and that's my right to require refund based on truth!
Sincerely,
[redacted]

Revdex.com:This isn't a resolution.  It is a request for further documentation.  The extra information should be available to Expedia.com since that's where I made the reservation and I find it pretty odd that they don't have this information.
However, the information is easily provided.  I was charged $45 the first time for Itinerary #[redacted].  That itinerary was then cancelled.  I was then charged $45 TWO TIMES on Itinerary #[redacted].  
I previously sent a copy of my bank statement showing that $45 was taken out three times and now this information shows the itineraries that the $45 were charged to.  The third charge was supposed to be refunded as compensation for the unauthorized cancellation of the first $45 charged on Itinerary #[redacted].  
To add to the craziness, I never got to use the third insurance because Dollar would not rent me the car.  My trip began on November 23, 2015.  November 23rd is my birthday and I didn't notice that my license expired on November 24th.  Dollar said they couldn't rent me the car because my license would expire during the trip.  So I renewed my license online and obtained notice from [redacted] Department of Transportation stating that my license renewal had been paid.  Dollar would not accep this and would not rent me the car I reserved.  Avis, however, did rent to me so this is Dollar's rule not mine.  Either way, the $45 for insurance was never used.
Sincerely, [redacted]

July 13, 2015
 
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
 
Re: Case ID O-[redacted]
Revdex.com Complaint #[redacted]
 
Dear Revdex.com,
 
Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted].  We regret to hear that the customer did not accept our response and/or resolution offered.
 
As previously stated, our records reflect the hotel was sent the proper notifications.  Expedia received confirmation replies from the [redacted] in return.  The hotel did not, at any time, notify Expedia that they would not accommodate the customer’s itinerary, so as is normal procedure, Expedia sent confirmations to the customer.
 
Upon further research, it was verified on May 28, 2015, our Lodging Support Team did reach out to the [redacted] and reconfirmed that the reservation was valid and should be honored. However, the customer had already booked another reservation with the [redacted].
 
Expedia does regret the inconvenience and frustration the circumstances caused our customer.   As the [redacted] is a vendor on our website, our Lodging Support Team was able to secure a refund for the difference paid.  On June 12, 2015, the [redacted] agreed to refund $1549.68 of the fees paid by Ms. [redacted], back to her original form of payment. The time it takes to post to her account depends on how quickly her credit card company processes refunds.
 
We thank you for allowing us to address this matter further. 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
Expedia, Inc.

Complaint: [redacted]
I am rejecting this response because:Expedia states that "due to the dates that the customer booked were nonrefundable except for the last night. Any cancellations or changes made before February 25, 2017, the customer would receive a refund for the date(s) that were refundable only. "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". It keeps showing that "You can cancel free of charge up until February 25". Only at the very end of the process and in a much smaller type/format, is reference made to conditioned cancellation by hotel. 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]

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:I was told my Dollar arentwl that is was required that I get the insurance ornthey wouldn't rent me the car and I would have been stuck in orlando, FL. Expedia never told me that I would be required to purchase extra insurance. I was told that with fees my rental would have been $150.00 which is all I ever agreed to. I feel that Expedia should have told me that when I agreed to rent the car and they should work it out with Dollar Rental to refund me. 
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: Expedia was incorrect when they said I did not submitted a screnshot in my second complaint showing that the hotel itself was cheaper then I paid with Expedia. I have submitted both my receipt showing Expedia offered the exact room to me at $289.00 and a $30.00 rewards fee was used that I EARNED from many trips and points accrued by booking through Expedia in the past. I also sent the same screenshot that Expedia falsely says they never got in my second email when I stated that even the [redacted] Hotel itself offered the exact room at $259.00. I was charged $30 over the cost the actual hotel charged, the only difference was that I paid that $30 increase with earned money from a lot of past trips I booked with Expedia.
Sincerely,[redacted]