Expedia Inc

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
 
The issue regarding the 86.90 was resolved on January 9th.  The issue regarding the other fees was not.  That reflected negatively on me at the bank and it was not even my fault.  The cancellation was not completed on Expedia end because they send the cancellation fax to the wrong number.  I am puzzled that you can send the reservation fax to the correct number but send the cancellation fax to the wrong number.  I have booked several trips through Expedia and have never have this problem. Expedia speak of a refund policy but what is the cancellation policy? Do you receive a confirmation email regarding reservations and cancellations? I am very unhappy with this treatment that I am getting.

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

June 23, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe:Expedia Case #: O-[redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret tohear that Mr. [redacted] did not accept our response.Our records reflect that one June 3, 2015, we spoke to Mr. [redacted] regarding hisprice match request. At the time it had been four days since Mr. [redacted] hadbooked his vacation package. We advised that we had not received his pricematch request and that we would not be able to honor his request. Mr. [redacted]escalated to call and was advised to send his screenshot for refund considerationwith no guarantees. We finally received Mr. [redacted] screenshot along with the Revdex.com Rebuttal. Regrettably,Mr. [redacted] screenshot does not include information necessary to make anapple to apples comparison. We would need to see flight numbers and well asclass of service which is unavailable. As such, we are unable to honor therequest.We thank you for allowing us the opportunity to address the issues that werebrought to our attention. If you have any further questions or concernsregarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

#[redacted] This issue has been resolved. I am currently in the process of awaiting a refund within 7-10 business days.

October 11, 2015 Revdex.comE.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 anissue from our customer.  We...

appreciatethe Revdex.com allowing us to address the comments and concerns which have beenbrought to our attention.  Expedia, Inc.is disheartened the customer felt their concerns were not resolved adequatelyby 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 arefund due to the hotel she was booked into being unable to accommodate herpets for the entire stay. On October 11, 2015 we attempted to contact the customerto acknowledge receipt of their Revdex.com complaint. Our records indicate on May 3, 2015 the customer contacted Expedia.comfor an agent’s assistance in booking a reservation at the [redacted], Cherokee North Carolina, to arrive onSeptember 30, 2015 and checking out October 4, 2015.  The customer reports requesting a petfriendly property.  The hotel has only alimited number of pet friendly rooms and they must be requested in advance bythe customer, per their information posted on Expedia.com.  The pet needs were not confirmed with thehotel and the customer was able to stay only two of the four nights booked, asthe hotel did not have a pet friendly room available for all four nights.  The hotel would agree to a refund of only onenight, which was refunded previously.   Expedia regrets the inconvenience this matter caused our customer.  As a courtesy, on October 11, 2015 Expediaprocessed a refund in the amount of $89.10 to compensate for the second nightthe customer was not able to stay at the [redacted]  We thank you for allowing us the opportunity to address the issues thatwere brought to our attention.  If youhave any further questions or concerns regarding this matter, please feel freeto contact us.  Sincerely, Roseanne G[redacted]Tier 3 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]

Complaint: [redacted]I am rejecting this response because: The company completely disregarded the fact that the representative called the hotel without our authorization and attempted to cancel our reservation without our permission and did so under false pretense by presenting a lie and telling the hotel representative that we wanted to cancel due to medical reasons. This was done after being on hold for an over extended amount of time and then they dropped the line. I called back and got another representative who saw the notes on the account and informed me the previous representative noted we wanted to cancel and at that very time we were walking in the hotel and my spouse, Mr. [redacted] was speaking to the hotel manager and she confirmed an Expedia rep had just called and told her to cancel because of medical purposes and further informed us our credit card had already been debited for the entire stay. We then checked our bank accounts and saw the money was indeed debited. I am appalled that corporate would not review the calls because the representatives notes could have been documented falsely but the actual call cannot. I have used Expedia for booking purposes for over 10 years for business and pleasure. Since that time I have booked two other vacations for employees of our company through the website. I read the policy and prior to calling Expedia that day, I called the hotel and she advised me we still had time to change to the lesser rate and to just call Expedia because that is who we booked through. You will also find when listening to the call the representative lied and said the rate had not changed who it was clear and evident on the website. It wasn't until I said I still had the site up that she said "Oh, it has changed." We were almost in another city 4 hours away from home without a place to stay and was hung up on even though we were professional and only trying to see if there was a savings. For the distress, confusion, anxiety, and poor customer services, it is hard to believe corporate would not offer a credit or an actual resolution.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: They needed more information which is enclosed in attachments. I was stuck for 3 days away from home with a disable relative with no funds because they didn't cancel the reservation with the establishment and it locked up my bank account temporarily. They said it was my problem and to contact my bank...on Labor Day weekend. They wouldn't help at all with my position they put me in...
Sincerely,
[redacted]

July 2, 2015 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 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 case ID # [redacted]) regarding a flight reservation. At the time of the phone call from Ms. [redacted], the assisting representative was unable to locate the same flights at the same charge the customer was seeing on the Expedia.com website. The Expedia website works from a live airline inventory system. As airlines routinely change their prices, changes can occur at any time during the booking process. In addition, Expedia is an online travel website, we give the customer the capability to choose the dates, flights, and airlines of their choice however the actual cost of the airline ticket is charged by the carrier directly, not Expedia. Although the customer was able to see a different charge on her end, prior to entering her credit card information the site would have advised Ms. [redacted] of the price increase as it was updating the information. On June 3, 2015 the customer was offered a $200 Travel Coupon as compensation at which time the customer agreed. The Travel Coupon was provided to Ms. [redacted] Expedia’s account. Please accept our apologies in regards to the hold times and/or disconnections you experienced while attempting to contact our Customer Support department. We regret any inconvenience that may have occurred however Expedia will not be offering and further compensation. 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

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

Complaint: [redacted]
I am rejecting this response because:Please review the following confirmation email attached and explain to me why it indicates " Liability Insurance included in this rental" and when I rented the vehicle,  Alamo indicated that no liability insurance is included. 
Sincerely,
[redacted]

May 23, 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

March 24, 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 May 8, 2014, the customer self-booked a non-refundable roundtrip flight reservation using the Expedia.com website; travel was with U.S. Airways. We understand from the complaint, the customer is requesting a refund. Upon receipt of the Revdex.com submission, we have verified the customer contacted Expedia requesting to cancel their reservation due to Extenuating Circumstances. Each airline has its own specific set of policies and procedures as does each ticket purchased. U.S. Airways was the operating carrier and merchant of record (the entities that received the customer’s funds and the company charging the customer’s credit card). At that time the assisting representative advised the customer of the airline’s terms and conditions that were agreed to at the time of his booking and which can be found on the customer’s itinerary: • TICKET IS NON-REFUNDABLE The assisting agent requested the medical information and contacted the airline directly regarding a refund request. The airline denied a refund stating they do not have any policies for Extenuating Circumstances. Since Expedia was not the merchant of record, and there was no error on Expedia’s part, we are unable to offer a refund for the flight reservation. 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

November 23, 2015Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentExpedia 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 [redacted] (Revdex.com ID number [redacted]) regarding a flight reservation. We understand the customer is requesting to change her reservation. On November 20, 2015, we contact Ms. [redacted] to acknowledge receipt of the Revdex.com complaint but were unable to reach the consumerOur records indicate on September 28, 2015, The customer self-booked a flight reservation using Expedia.com website.  The flight is operated by JetBlue Airways and scheduled to depart on December 15, 2015, from Providence, Rhode Island to Orlando, Florida and return from Orlando, Florida to Providence, Rhode Island on December 20, 2015.We can confirm Ms. [redacted] contacted Expedia on November 9, 2015, stating that due to a site error, the incorrect departure airport city was reserved. Our customer service representative advised the customer we were unable to change the departure city without charging a penalty fee. In addition, this reservation was booked by the customer and or an authorized user of the account. We have no record of any site errors occurring on the booking date.Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. As JetBlue Airways was the merchant of record and the company that charged your credit card, we have to abide by their rules and regulations. Based on these fare rules, the tickets were non-refundable with a change penalty fee of $70 per passenger would be charged. Due to the flights being accepted at the time of purchase, as well as the full terms and conditions, we are unable to honor Ms. [redacted] request to change her outbound flight without charging a change penalty.Expedia strives to provide the highest level of customer service, and we regret Ms. [redacted] recent experience did not live up to that expectation.  We have encounter a high volume of disconnect calls due to agents having to utilize a second line in contacting the vendor. The customer’s feedback will be forwarded to the appropriate department for further review.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,Hayden J[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

November 9, 2016
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our...

customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding an inquiry about an advertised offer on Expedia.com’s booking site.   
 
Ms. [redacted] states she was attempting to book flights from Monterey CA to New York, NY she saw a banner advertising free flights if a room was booked but she didn’t feel she was getting that pricing break when she attempted to book a room/flight bundle. 
 
Special discounts are, at times negotiated with hotels and airlines that allow Expedia to offer this deal.  When a customer clicks on the promotioal banner ad they are taken to the hotel page and then will see a matching banner above the hotel(s), that are currently making this offer.  The banner above the hotel will say “book this and save 100% on your flight”.  Only the hotel(s) with this banner are offering the free flight option.  A current review of our site shows that the Four Seasons Hotel New York currently has this offer available.  The Giles hotels the customer mentions do not have this promotion offered at this time.
 
Hotels and airline bookings are linked directly to their live inventory sites and they limit the number of of discounted packages available.  As the discounted inventory sells out,the pricing will no longer reflect the free flight price.  Expedia’s terms of use expressely states pricing is not guaranteed until booked and payment is accepted. 
 
Expedia regrets the inconvenience ad confusion this matter caused Ms. [redacted]. 
 
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,
 
Rosanne G[redacted]
Tier 3 Customer Service

October 20, 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. Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a package. We understand [redacted] is seeking a refund for a hotel and flight package using the vacation waiver insurance. We researched this matter further our records show Expedia was contacted by the customer regarding a refund for the hotel and flight credit on October 4, 2017by phone. The customer was advised we never received any notification the package was cancelled prior to travel, and cancellations cannot be done via email as there is no way to pass security verification; which is required prior to any changes or modifications to reservation using Expedia. As a result all penalties would apply to the reservation as travel was July 27-30, 2017. In addition, at the time of booking, you agreed to our Terms of Use, which expressly provide as follows for the hotel: 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. In reference to the flights we contacted American Airlines they indicated the customer would have to pay a penalty of $100.00 per ticket to have the tickets reinstated, since the customer was marked as a no-show, in order to use the value of the ticket $516.40 per ticket for future travel with American Airlines with a $200.00 change fee per ticket. The customer has 180 days from travel (January 23, 2018) to contact Expedia to pay this fee or this offer will no longer be valid. Please note that 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. We hope you understand that we must adhere to the rules and regulations of the air carrier, including their cancellation and refund policies. The vacation waiver insurance that was purchased was only validated for pre travel cancellations; regrettably it can no longer be redeemed for cancellations as travel has since passed. While we understand [redacted]’s concerns we cannot honor a refund in this matter. 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 3 Customer Service

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

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

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

Complaint: 12426256
I am rejecting this response because:when we talk to your customer service they were telling me they are recording this conversation now I am telling you yhe exact date and time but you are teling me you can not find? who beileves that?if you cant find the recordings how am I suppossed to prove what I am complaining?you dont beileve what iam saying you are telling me you can not find recordings there is nothing I can doif we can not solve this problem over Revdex.com I think the next step is file a court the only you can find the recordings is court decission I guess
Sincerely,
Volkan Yetmisbir