Expedia Inc

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. Good Morning, I see that my credit card is been credited for the amount of money in question
 
Thank you so much for your help on this matter!Sincerely, [redacted]

September 19, 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] (Revdex.com complaint #[redacted]) regarding a car reservation that was cancelled by the car rental company. On June 14, 2016, Ms. [redacted] self-booked a package which included flight for three passengers, hotel and transportation to and from the hotel. The amount paid for each airline ticket was $452.16 (total $1356.48), the amount charged by the all-inclusive hotel for four nights was $2188.64. The amount charged for transportation was $219.96 which was refunded the same day of June 14, 2016 after the customer called back. We understand from Ms. [redacted]’s complaint, they booked the wrong dates on the package. Ms. [redacted] called Expedia and was advised that they would be able to keep flight credit and a change fee by the airline would be charged for making a change. On July 26th, Expedia contacted Expedia once again. After being advised of the change fee of $300.00 per ticket Ms. [redacted] did not agree and mentioned she would instead file a claim with their credit card company and hung up. Ms. [redacted] is requesting a refund for the amount of the flights or flight credit with Jet Blue, and also credit for the hotel. Upon researching the customer’s complaint, we can confirm that Ms. [redacted] at no time asked for the flights to be cancelled. This would have caused the flight to be cancelled and Ms. [redacted] would have been able to keep flight credit. 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 change rules imposed by the airline or provide credit for the lost value of the tickets. We do regret any inconvenience Ms. [redacted] has encountered in resolving this matter. Based on the information provided above, Expedia considers this matter closed. Sincerely, Daniel A[redacted] Tier 3 Customer Service

October 7, 2015 Revdex.comE.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

August 28, 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]) 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

October 29, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentRe: 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 Karena [redacted] (Revdex.com case number [redacted]) regarding a cancelled Itinerary.  We understand the customer had a difficult time cancelling a recent itinerary. On October we attempted to contact the customer to acknowledge receipt of their Revdex.com.Our records indicate on September 10, 2015 the customer accessed Expedia.com and booked a reservation for The [redacted] in Tilghman, Maryland to arrive on October 10, 2015 and checking out October 11, 2015.  The itinerary was a “Hotel Collect” reservation and the terms of the booking stated: Cancellation and Change Policy: Refundable  Cancellations or changes made after 6:00 PM local hotel time, Tuesday, October 06, 2015 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.Our records further show that the customer contacted Expedia on October 6, 2015 to cancel the reservation.  The hotel was contacted because this was the last day to cancel without penalty and Expedia needed to ensure the hotel, as they were the merchant of record in this transaction, would not bill the customer.The hotel confirmed the cancellation and agreed there would be no charge to the customer.  The customer is stating they had to call back several time to confirm their itinerary was cancelled.    Expedia regrets the service our customer received was less than satisfactory.  Comments such as hers are read by numerous people within Expedia and help shape our policies and practices.  It is never Expedia's intent to inconvenience our clients and it is disheartening when our clients feel we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality customer service available.  We would like to assure Ms. [redacted] that her business is important to us.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]

November 21, 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 was resolved on November 20, 2016. Expedia processed the refund in the amount of $45.85 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] Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because: I am getting conflicting stories from Expedia. They are asking me to believe they have not received a check that was mailed a month ago. It is very convenient for them to evade their responsibility of refunding the price of the tickets. Are they looking for the check? What are my next steps? I feel I am getting the run around.  Sincerely,[redacted]

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: Dear Expedia, please SHARE such recording with Revdex.com and myself! It's untrue as there was no hotel and expedia supervisor advised me to book somewhere else instead of wasting more hours. Additionally as the "person" who represented that property started requesting more money from me without offering any receipts in exchange, expedia tried to contact the property to understand what was going on and was unable to. At that point the change of booking was advised and agreed upon by myself. Expedia supervisor did NOT mention any charges from that rental as it was clearly a scam to them as well!!
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:Mr. [redacted] has disputed his hotel booking under itinerary [redacted]/[redacted]. Specifically, the customer advises he did not realize he was doing business...

with Expedia, he did not realize he was paying for the booking at the time it was being made and that he should be entitled to a refund because he did not authorize the charge to his credit card. Mr. [redacted] also states he was treated unprofessionally by the telephone support agent he spoke with when calling to cancel his booking.The customer is requesting a full refund of $212.10.Findings:The Expedia Affiliate Network is a supplier of hotel rooms to various resellers, including Reservations.com, the site Mr. [redacted] used to book his reservation. Our records indicate the booking was placed on 30 OCT 2016 at 11:36 PM PST.  Our booking system shows that Mr. [redacted] booked the reservation for Super 8 Tempe/ASU/Airport online through the Reservations.com website. The booking was made for three nights with check in on 8 NOV 16 under the following terms and conditions, as established by the hotel: 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.Eleven minutes after confirming, Reservations.com transmitted a cancellation request for the booking to Expedia. The cancellation was processed and confirmation was sent to the same email address as the booking confirmation.Expedia also provides after the sale customer support for Reservations.com. On 31 OCT 16, Mr. [redacted] called our customer support center to ask for a refund for the booking. We listened to the recording of Mr. [redacted]'s interaction with the call center agent. We found the agent was courteous, polite and professional. The agent advised the customer a refund was not possible because the hotel's cancellation policy prohibited refunds for cancellations.Upon Mr. [redacted]'s demand, he was transferred to a supervisor who reiterated the Super 8 Tempe/ASU/Airport's cancellation policy and advised the customer that a refund would not be possible.We reviewed the Reservations.com website and found that on the page where the customer would have input his personal details and payment information, the terms and conditions of the purchase are available for customer review.  We also verified that on that same page the following statement appears, “Full payment will be charged to your credit card when you book this hotel." A telephone number is also provided in the event a customer has questions or concerns prior to completing the transaction.Resolution:The Expedia Affiliate Network is a supplier of hotel rooms. The individual hotels Expedia partners with define their own terms and conditions which Expedia is contractually compelled to honor. Mr. [redacted] accepted the Super 8 Tempe/ASU/Airport's cancellation policy as well as the other terms and conditions of the booking when he completed the online transaction. Regrettably, in accordance with hotel's cancellation policy, we are unable to accommodate the guest’s request for a refund of their booking.Thank you for bringing Mr. [redacted]'s complaints to our attention and allowing us a chance to respond.Sincerely,Robert S.Customer Relations SpecialistExpedia Affiliate Network

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution satisfied the refund due to me, however, there was no mention of the incredibly long wait time for customer service contact and the unclear terms and conditions for travel insurance.Sincerely, [redacted]

May 22, 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 Mr. [redacted] (Revdex.com case number [redacted]) regarding an airline schedule change. 
 
Our records reflect on October 23, 2017 the customer accessed Expedia.com and self-booked a flight and hotel package from Miami, FL to Cancun, Mexico.  The customer’s complaint centers on a flight change made by Interjet Airlines, a low cost carrier based in Mexico that the customer chose when booking their flights. 
 
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. Expedia has no control over when, or how often, airline initiated schedule changes occur. We cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.
 
Only the airlines can make changes to flights. These changes are not related to the type of ticket purchased or the company it was purchased from. Airlines rarely tell Expedia why they make a change. Schedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues
.
With regard to Low Cost Carriers, Expedia provides the following information during the booking process and on the customer’s online itinerary:
 
Your flight booking is with a low cost airline and can only be changed or cancelled by contacting the airline directly. Please note that Expedia may not be advised if you change or cancel your flight with your airline directly, or if the airline makes any changes to your flight schedule. These changes may not be reflected in your Expedia Itinerary, so please ensure that you also print out any subsequent itinerary change emails you receive directly from the airline.
 
As Expedia cannot service or make any changes to the itineraries of Low Cost carriers, the customer must contact them directly for assistance. Interjet airline may be contacted by phone at 1-866-285-8307.  There website address is: https://www.interjet.com/en-us.
 
While we are unable to assist with the flight changes, we would like the customer to be aware that their hotel reservation is still outside penalty until June 21, 2017 so they need to contact our Customer Service Department as quickly as possible at 1-888-656-4546 for assistance in adjusting their resort reservation. Without contacting the resort, the reservation could be cancelled when they do not show up to check in on the first night.  If the reservation is not adjusted with the resort, the customer could lose their entire fees for the week and have no hotel.  Our agents are available 24 hours a day, seven days a week and can assist by contacting the resort on their behalf to see what options the hotel may offer. They should explain to the agent that the carrier has changed their flights and they will not be arriving on the original date and need to make changes to the hotel portion of their 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

Complaint: [redacted]I am rejecting this response because: of the health hazard and the cost that incurred but have not been reimbursed for. (See attachment)Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: There was nothing on your website indicating that the payment will still go through even if you receive an error message.  I received an error message on seperare occasions advising me that my trip was not booked, however my bank account was completely wiped out. It was a huge inconvienece because there were other payments scheduled to be drafted that day. Not only was I complete broke but my trip was still not booked. I had to book the trip on someone elses credit card, pay interest, and I was charged by expedia for a higher rate. I have screenshots of both prices. I feel I should be credited the difference or provided some expedia points for a future trip because the information was very misleading and it took me several hours to contact someone at expedia who could actually tell me there was nothing they could do and I had to wait until the funds were deposited. Imagine of I was out of the country and my bank account was completely empty because of an error caused by expedia. Every time I attempted to make a payment it said error, please try again. When I called to book through a representative for the same rate I got all the way to the end of the call for them to say they couldn't book it because my car was declined when your company was the one holding the funds to begin with.Sincerely,
[redacted]

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] [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

July 2, 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 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 a hotel reservation. On July 2, 2015, Expedia contacted the hotel directly on behalf of the customer once again and were advised they are denying the refund due to the hotel policies agreed to by Mr. [redacted] at the time of booking. However, if the customer has contact with the hotel he may submit a letter from hotel management stating otherwise. The customer may submit this information through the complaint submission on the Revdex.com website. Upon receipt, Expedia will be able to assist Mr. [redacted] 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, [redacted] Tier 3 Customer Service

April 25, 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 Mr. [redacted]. We regret to hear that 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 a refund. Upon review of the customer’s reply, on April 25, 2017, Expedia processed a courtesy refund in the amount of $163.14 back to the customer’s original form of payment. The time it takes to post the refund to the customer’s account depends on how quickly his credit card company processes refunds. We apologize for any inconvenience this delay may have caused. We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Lisa S[redacted] Corporate Customer Service

Complaint: [redacted]
Dear Revdex.com,
Thank you very much for your follow up email. I am rejececting the responbe made by business.
Expedia.com describe themselves as acting as a third party and has no control over the hotels it lists. I cannot accept the excuse they have given me. What is Expedia.com acceptance criteria from the hotels? How does Expedia.com know if the hotel facilities shown on their website are real? If there is no content control by Expedia how can they expect their customers to be responsible for that? Expedia has a degree of responsibility, and it is much more than the proportion they are willing to compensate me for.
When I booked this accommodation the name was “Studio plus apartment” however, the same apartment is now called “3 star apartments”. Did Expedia verify its 3 star accreditation? And if not, isn’t it misleading for Expedia to allow a property to advertise this way on their website? Are hotel managers able to allocate whichever star rating they believe is fair? Surely Expedia would (and should!) have control over this information before they are selling the product on their website. It’s interesting to note that on another hotel booking website, the same hotel is listed as a 2 star apartment.  Maybe that company has actually taken the time to verify the hotel’s information, and values where it recommends its customers to stay?
As I mentioned on my email there was a hidden fee at this hotel. This cleaning fee is not even shown/mentioned in the hotel policy on the expedia.com official website. Expedia.com has said they have no control over the hotel (including the fees they charge directly), however, I am significantly out of pocket as a result of a hidden fee. I have paid USD 79.  What would have happened if that cleaning fee was more than USD 79?  This is an extremely important piece of information, particularly for travellers who travel on an allocated budget.
The hotel facilities look perfect on the Expedia official website. It feels like you are making the right choice. However, those descriptions are far from the reality. Below are some examples of where the hotels facilities seriously differed from the Expedia website:
- There is a kitchen however everything was so dirty. The sponge that was on the sink was used and in desperate need of replacement. The coffee cups permanent dirt at the bottom of them.
-There is a shower however, the 1 Litre bottle of shampoo provided was nearly empty. IS that what a customer should expect when they check in a hotel? Used shampoo? No body wash or conditioner was provided.
- The water pressure in the shower was no existent, with the water just trickling out of the tap. Also the tiles in the bathroom were loose and dangerous to walk on
-On the Expedia website it shows a full size fridge.  However, it was a bar fridge (half the size) and was so noisy it made you feel like you were sleeping next to a small aircraft at night.
-There is a flat screen TV however a very small size (26/28”).  For example, slightly larger than a laptop screen.
-There is a Coffee/tea maker however there was no tea, coffee or sugar. As soon as you check in, you have to find a supermarket to get all your needs for the apartment.
 
As I mentioned in a previous email I have been offered AUD 200 by Expedia.com. The reason I am asking for USD 750, is that I trusted Expedia’s product to be the way they have advertised on expedia.com. However it was far from the reality. After my check-in survey experience forwarded to the hotel management, without responding to me directly, I did not think Expedia will be helpful to the situation I was in and I did not want to ruin my holiday to deal with either hotel management/Expedia at the time on my holiday. I have tried to ignore to fact that I have been ripped off. After I wrote a review on productreview.com website, I have received numerous phone calls from Expedia.com. They seemed to care about my situation however it didn’t go anywhere. I have wasted my time on the phone with the Expedia team for hours. I strongly believe that even if I contacted Expedia after check-in they wouldn’t have been able to provide any of the assistance they refer to in their response. I also strongly believe the check-in experience survey also misleads customers. If there was something negative in the survey, then the survey should not been forwarded to the hotel management without any action from Expedia.
In summary, I have booked this apartment via Expedia.com and I believe Expedia has to be responsible on their product and be willing to compensate me to that level of responsibility.  If Expedia is not satisfied with the lack of responsibility taken by Studio Plus, New York, then they should open a contract dispute with them, and proceed with legal action and stop advertising that product for future travellers.
 
Sincerely,[redacted]

December 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 October 29, 2016, Ms. [redacted] booked a two-night stay at the Super 8 Dubuque from November 4, 2016, through November 6, 2016. We understand from Ms. [redacted]’s complaint that she overheard a guest receive a quote from the hotel that was more than what she paid. As a result, she feels that Expedia should adjust the rate that she paid for the booking.
The rate disclosed to Ms. [redacted] by Super 8 is what we call a Net Rate. In order for Expedia to offer the discounted prices on our website we purchase hotel rooms in bulk, a minimum of one year in advance at a contracted rate. After we purchase the rooms the hotel has the option of modifying their rates as they wish to match their inventory. This is something we have no control over. Because of our contract with the hotel we are required to charge the amount reflecting on our website at the time of purchase.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Marlon J[redacted]
Tier 3 Customer Service

Revdex.com
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