June 27, Revdex.com Hotwire – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] (Revdex.com complaint # [redacted] .) We regret to hear Ms [redacted] did not accept our response and/or resolution offered After further review of the customer’s complaint, Ms [redacted] stated that she was advised by an agent, due to the airlines cancelation penalties being the same amount of the flight tickets, no refund could be givenWe can also confirm no documentation has been found stated the customer was promised a refund for the car reservation Expedia’s goal is to provide an exceptional customer experienceAs a one-time courtesy a refund in the amount of $for the amount paid for the car reservation was processed back to the original form of payment Expedia continues to stand by our original reply related to the flight reservationSince no requests to cancel the original package reservation were found, any refund requests for the flight tickets must be approved by the airline Again, 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 Customer Service
Complaint: [redacted] I am rejecting this response because: I purchased the tickets from Expedia, I am expecting get the refund from Expedia too My friends traveled with us, Mrs [redacted] ***, Revdex.com ID# [redacted] , got the full refund $for two people I do not see why We had to go thru LAN Air My mom [redacted] filed another Revdex.com claim also So for both of us, we should get $512.40, not just the TAXES When of us were at Buenos Aries Airport, Lan Air agent who gave us the official flight cancellation letter told us that Expedia will refund us Sincerely, [redacted] ***
This is in reference to complaint no [redacted] (status closed)I originally complained against Expedia with Revdex.com a few months back since they refused to cooperate with me and refund me the amount of $On April 29th, Marlon J [redacted] , on behalf of Expedia's Corporate Correspondence Team, replied as shown below: "Please offer our apologies in regards to the misunderstanding with Ms [redacted] ’s reservationWe regret any inconvenience that may have occurred and would like to assure her that every reservation is important to usThe vacation package was canceled and refund offeredAfter further review, we processed a refund of $2,467.30, to the original form of payment on April 29, Please inform Ms [redacted] that the refund will appear in her account in about 3-business days." As a result, I thought the matter was resolved since Bank of America has granted me credit for said amountThe complaint was closed shortly thereafterHowever, on June 15, 2016, I was notified by Bank of America claiming that Expedia refuses to refund the remaining $667.30, and that Bank of America only received a refund for $1,Based on what had transpired, we know that Expedia is maliciously and intentionally misled me, the consumer, and all the other entities involved in this processThe company has reneged on its promise to grant me the full refund of $by withholding $This matter should have been resolved amicably between me and Expedia and definitely should not have taken three monthsI will never, ever, ever, do business with Expedia againI wish everyone knows about the company's shady practices! [redacted] I hereby demand a refund of Expedia for $
July 31, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a package reservationOur records indicate on May 28, 2015, the customer booked a reservation which included flight and hotelTravel was with [redacted] and accommodations were at the [redacted] All Inclusive from July 4, 2015, to July 12, We understand from the complaint is requesting compensationUpon receipt of the Revdex.com submission, we were able to verify on July 14, 2015, the customer contacted Expedia regarding his hotel stayMr [redacted] stated the hotel had changed the properties building and their access to the all-inclusive optionsExpedia.com acts only as an independent reservations agent for hotelsIf one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate actionWe encourage our customers to contact us immediately which enables us to attempt to find a resolution at that timeExpedia relies on our hotel vendors to provide up-to-date and accurate information so we may post this information on our website for our valued customersAs Expedia was unable to verify the content information with the hotel directly, we have processed a one-time courtesy refund in the amount of $back to the customer’s original form of paymentThe time it takes to post the refund to his account depends on how quickly his credit card company processes refundsWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because:I just checked my credit card account, the said refund is noway to be foundbesides, the email I received indicates clearly that was caused by Expedia, "inconclusive" is baselessI appreciate Revdex.com's help in continue pursuing the case Sincerely, [redacted] **
March 20, Revdex.com Alaska, Oregon, & Western Washington Complaint Department Re: Expedia Case #: O- [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] T [redacted] (Revdex.com case number [redacted] ) regarding a Best Price GuaranteeWe understand [redacted] T [redacted] is requesting a refundOn March 13, 2017, we received receipt of the Revdex.com complaint Our records reflect on March 2, 2017, the customer self-booked a hotel reservation for the Skyline Hotel & Waterpark chedate May 27, 2017, check-out date May 29, 2017, via itinerary number [redacted] The customer is stating they submitted a Best Price Guarantee claim; however Expedia has not provided the customer with an update or a refund for the price difference Upon further researching this matter, we can confirm on March 2, 2017, the customer submitted a Best Price Guarantee claim with an attachment Expedia has reviewed the customer’s attachment that was sent on March 2, The customer’s screen shots do not match apples to applesThe room type and the number of travelers were not includedAddition the cancellation policy is different from what the customer booked The customer self-booked a nonrefundable reservation and the screen shot shows a refundable reservation Expedia offers a Best Price Guarantee PromotionIf the customer finds a lower rate on Expedia or on another U.Sbased website within hours of booking with Expedia, we will credit or refund the difference in priceThe Terms and Conditions for the Best Price Guarantee Promotion states as follows Must be "Apples to Apples" Comparison The Best Price Guarantee is available only for exact itinerary matchesFor example, the specific airline numbers, hotel (including room type), ship and cabin category, rental car company and vehicle class, applicable refund policy, and the exact same dates and times of travel or service as booked through Expedia.com Verification of Claims All requests, including receipts, are subject to verification by Expedia.com Expedia.com will not accept screenshots or other purported evidence of a lower price that cannot be independently confirmed by Expedia.com personnelNor will Expedia.com verify any request that it believes, in its sole discretion, is the result of a printing or other error or is made fraudulently or in bad faith For full terms and conditions of the Best Price Guarantee program, please copy and paste the following URL into a web browser – https://www.expedia.com/p/info-other/guarantees We hope the customer understands Expedia cannot honor the request for the refund or the coupon 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
May 31, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case [redacted] Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from Ms [redacted] ’s complaint she is requesting a refund of her recently purchased flight reservation.Our records indicate on March 18, the customer self-booked a package reservations onlineThe customers round-trip flights are operated by Ethiopian Airlines are scheduled to depart from Dubai to Cape Town on March 24, and returning from March 31, The customer also purchase a “Package Protection Plan”.On March 20, the customer called customer service and was able to cancel her flight reservationSince customers’ flights were successfully voided, the authorization of $should have been released back to the customer’s cardThese authorizations typically release within 24-hours.If the customer does not see the release of the authorization we ask Ms [redacted] to contact her banking institutionWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Hayden J [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because:Please see attachedIt's clearly states in my email confirmation that I would receive UNLIMITED mileageAlso on my confirmation pageYou own employee thought I had unlimited mileageIt's clearly very misleading advertisementPlease tell me where it was stated elsewhereThis is clearly just unfair practicesA simple apology from you team would have been sufficient, but to defend this is just appallingShould the disclaimer be placed where I can see itVery very misleading.Sincerely, [redacted] ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
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 meSincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I reviewed the reply from the business and I stand by my original complaint To place the offer on one page and submit that to me as proof makes no sense, since that it NOT how the offer is displayed online, and just affirms the company is making claims Sincerely, [redacted]
June 30, Revdex.com E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio Complaint Department Re: Expedia Case #: [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 We have further researched Ms [redacted] ’s complaint (Revdex.com case number [redacted] ) regarding a refund request in association with the room type that was booked on his reservation and, after giving the matter our full consideration, we stand by our previous decision and are unable to accede to Ms [redacted] ’s request of a refund As previously stated, the room type was clearly stated on his itineraries for his review and as he did not contact Expedia pre-stay to discuss any concerns Had he done so, Expedia would have made every effort to make changes to any issue the customer had with his booking He was charged the correct amount for the room type on his itinerary We apologize to the customer for the inconvenience this situation has causedThank you for allowing us to address this matter further ` Again, we thank you for allowing us the opportunity to re-address the issues that were brought to our attentionAs this matter has been resolved, we respectfully request the Revdex.com close this case If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier – Customer Service Expedia, Inc
Complaint: [redacted] I am rejecting this response because: Although, Expedia stated they placed a $travel coupon on my account for my future travel, I purchased a flight and hotel recently and there was no mention of any $traveling coupon.Sincerely, [redacted] ***- [redacted]
Complaint: [redacted] I am rejecting this response because: I am accepting the response regarding the airline change fee and thank Expedia for assuming at last their responsibiityI do not accept the refund regarding the hotelI would like Expedia to book the hotel Nefeli on the coast which is the one I has requested the agent over the phone and not the one in downtown Athens they erroneously didExpedia must assume that it was the agent´s and not the client´s mistake (there must be a recording of my conversation with the agent)On the 16th of July I state clearly to the agent "the same Nefeli hotel that I stayed in May"Therefore, I do not want a refund but a booking at the Nefeli hotel as originally plannedThank you for your assistence.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Let me start by making it extremely clear that I reject Expedia’s explanation to my concern and complaint, and that it is even more apparent after their response that they did not take any time to investigate the claims I expressed in my complaint, and only provided their “general policies.” I will explain my response one step at a time First, Expedia’s claim that the “+VIP” symbol on their hotel listings are merely a sign that it is a highly rated hotel is either completely false, or extremely misleading There are many hotels (I shopped around on Expedia for several weeks before finally booking this hotel) that display the VIP symbol at certain times of days, weeks, etc., but not at other times It is suspect to think that the rating of a particular hotel changes so drastically from hour to hour, or day to day, that the VIP symbol would appear and/or disappear on daily, if not hourly basis on the same hotelThis was also confirmed by one of the agents I spoke with, who attempted to go through the process of booking this exact hotel while on the phone with me, and kept repeating that there is no +VIP symbol on the listing while she was going through the steps to test the booking Not to mention, that I’ve checked back with Expedia on this particular hotel at least times after that, and sometimes it contained the +VIP symbol (for a higher price), and other times it did not (at a lower price) It most certainly contained that symbol when I booked it Second, Expedia’s statement that they do not offer VIP status option is completely and utterly FALSE This was confirmed by the first Expedia agent I spoke with prior to booking The following agents CONFIRMED that I DID, IN FACT, WAS BOOKED UNDER VIP STATUS Even if we take Expedia’s word that the agents (at least 3) gave me wrong information, the hotel itself confirmed on several occasions, PRIOR TO AND DURING our stay at the hotel, that they do receive bookings from Expedia that indicate VIP status, but my booking DID NOT Next, contrary to Expedia’s statement in their response (“our agents did advise Ms [redacted] (couldn’t even spell my name correctly) that we cannot book her as a VIP guest”), NONE of the agents I spoke with (there were at least 5, totaling over HOURS, if you refer to my original complaint, which Expedia would have confirmed if they did due diligence in investigating my claims) have EVER mentioned that they are unable to book as VIP In fact, the first agents CONFIRMED that I was booked as a VIP, and they “show me as VIP status in their system” In my original complaint, I detailed the dates and times I spoke with Expedia agentsThese conversations are recorded for at least “quality control purposes.” It is blatantly obvious that Expedia made no effort to obtain and listen to those conversations, because their response would have been completely different and would have addressed those conversations It is not the case that the “explanations were not clear,” the fact is the explanations were just clearly WRONG And if Expedia would bother obtaining at least some of the conversations I had with Expedia agents, they would clearly see that I was provided COMPLETELY WRONG INFORMATION, from my first call BEFORE EVEN BOOKING this trip I STRESS THAT, WAS I NOT GIVEN WRONG INFORMATION FROM THE BEGINNING, ESPECIALLY BEFORE BOOKING, I WOULD NOT HAVE BOOKED THIS TRIP As for the offer of $towards future travel, is a completely pointless gesture, because I will never, EVER, EVER book anything with Expedia EVER again I hope the emphasis on NEVER, EVER gets my point across And probably no one that I ever come in contact with now or in the futureNot like there isn’t enough competition to put up with this kind of crappy service Lastly, in addition to providing information PRIOR to my booking, resulting in pretense for my decision to book this trip, Expedia’s customer service was extremely, utterly and unacceptably appalling Again, if Expedia bothered to pull the phone conversations and records I mentioned in the original complaint, they would see that I absolutely literally, with not a speck of exaggeration, spent hours, upon hours, upon hours on the phone being “on hold” or “while they investigated.” One of the phone calls lasted over hours, consisting at least one hold of over TWO HOURS, and another at least an hour, most likely more Prior to and upon arrival to the hotel, I inquired directly from the hotel exactly what EXPEDIA VIP status would afford me The answer was, an upgraded ocean-front view room and free access to wifi (which is EXACTLY what the first Expedia agent informed me PRIOR to me booking this trip, which is what I was made belief I was getting) Upon our arrival to the hotel, the room upgrade cost almost $300, and wifi’s cost was $per day in that particular hotel, which although seems extremely excessive, is based on that hotel’s owners’ policies (which can be easily verified by calling and asking the hotel staff) I refuse to accept that different agents admittedly gave me wrong information, the first of which resulted in my decision to book this trip, WHICH I WOULD NEVER HAVE DONE OTHERWISE, and that I should not be entitled to compensation and refund of my expenses associated with this CONSISTENT WRONG INFORMATION Not to mention compensation for minimum hours of conversations, being on hold, broken promises that escalation departments and/or management would call me back to discuss NO ONE EVER DID, despite several specific statements that someone will be in touch with me to help me resolve my issue Everything I assert in my original complaint can EASILY be verified by Expedia’s proper due diligence investigation by locating the numerous phone conversations, and information (or obviously complete MISINFORMATION) given to me on at least out of different occasions, resulting in unexpected out-of-pocket expenses, and my valuable time I want Expedia to either refund my unexpected expenses associated with this booking for things I was led to believe were included (room upgrade and wifi) and compensate me for my valuable time during my multiple lengthy futile attempts on the phone with various Expedia agents, trying to resolve this issue; or Expedia to produce recordings of at least conversations I had with Expedia agents when I was provided and misleading information, and advise how they will compensate me for Expedia employing numerous agents without proper training, who provide such misinformation and statements, wasting consumers’ time and money, not to mention ruining their vacations Thank you for your time and consideration Sincerely, [redacted]
July 21, 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, Incregarding 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, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request We understand the customer is writing concerning flight delays on a recent tripOn July 21, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint Our records indicate on March 3, the customer accessed Expedia.com to self-book itinerary # [redacted] for a package itinerary including round trip flights on [redacted] from Houston, Texas to Cancun, Mexico leaving on July 2, and returning on July 5, We understand from the complaint that there was a significant departure delay on the return flight and the customer is asking for compensation from Expedia Expedia regrets the inconvenience the customer experienced, however the terms and conditions, which the customer agrees to when using Expedia.com to book travel) state in part; · The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia AffiliatesThe Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there fromThe Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority The full terms and conditions for use of Expedia.com can be found at: · http://www.expedia.com/p/info-other/legal.htm Further, the customer’s itinerary states: · Charter flight summary flights: · Please reconfirm your international flight reservation at least hours prior to departure by contacting the airline directly While Expedia is disappointed to learn about the customer’s experience with [redacted] Airlines, Expedia.com acts only as a third-party intermediary for travel providers We are unable to offer any refunds or compensation for this reservation delay 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 Customer Service
July 18, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe 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 replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely, Tier Customer Service
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] I am okay if the company needs more time in order to research my case more thoroughlyI hope that during their research they listen to the numerous recorded phone calls made on that dayI was unable to mention this in my original complaint due to character limit, but during my last phone call with Shawn, B [redacted] #***, he called me a racist numerous times when I suggested that there was a miscommunication due to language barriers (the customer service center is obviously outsourced.) Having my reservation request bungled, then being charged an additional $for their error, being scolded by the supervisor, then being called a racist when I didn't say anything remotely derogatory is incredibly insultingI think that not being penalized for Expedia's error is a very reasonable request considering how unprofessionally I was treated, and in addition, I think that I am entitled to an apologyI look forward to a swift resolution that will ameliorate the situation Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:the booking made made through Expedia and Expedia continues to let this place operateExpedia does NOT take responsibility for frauds committed through their website and Using the Expedia resources and name The refund to a credit card was never made and Expedia continues to pass the responsibility to a hotel even though the money was paid through the Expedia website[redacted] ***
Complaint: [redacted] I am rejecting this response because: Because my claim is not against the [redacted] hotel but against ExpediaI do not believe that the hotel bears any Expedia’s deceptive practicesWhen we arrived at the [redacted] ***, at night, after 6-hour drive from New York to Vermont, on Columbus Day weekend, the front desk had no record of our reservationThe receptionist searched their data base for my bookingMy name was not in their data baseI was present, standing right behind her, and could see the computer screenI did not see name reservation eitherThere was no reservation made for meExpedia assured me, via email on 10/1/15, right after I made a payment of $to Expedia, “Your reservation has been confirmedNo need to reconfirm.” I entirely relied on Expedia’s (mis) representation I do not believe that the hotel had a problem with their boiler, furnace or anything as Expedia now claimsIt was full-house and there were at least two other families in the same situation as us who had booked their rooms through Expedia and Expedia (after collecting payment) made no reservation on our and their behalfThe front desk advised us something to the effect “that since [redacted] and Expedia merged, it has nothing but a disaster”Apparently this type of deceptive practices is not uncommon when guests book through Expedia It was my first experience with Expedia and I was unawareAfter we found ourselves without a room, at night, far from home on a Columbus Day weekend, I attempted to contact Expedia on various occasions, via phone and their webI did so also after I got back to NYAll to no availIt was not until 10/16/when I eventually received a communication from Expedia, only to inform me that they “advocated my case” with the hotel and that the hotel refused to reimburse meWith all due respect, neither requested Expedia to be my advocate nor do I believe that the hotel bears any responsibility for Expedia failure to make a reservation on my behalfIt is Expedia who made representations to me about my reservation, not the hotelI do not accept Expedia’s offer of crediting my “Expedia account” with $for future purchases instead of crediting my credit card I paid Expedia withI do not have an account with Expedia, nor do I wish to book through Expedia again unless Expedia is accountable for the deception, money I lost and ruined vacation timeI paid $for two night ($299.13/night) in a cozy hotel in the center of Stowe and ended up staying in a disgusting, unsanitary place instead for $No other choice was availableThe room at [redacted] was dirty, had a malfunctioning toilet, with water and whatnot all over the floor, malfunctioning sink, layers and layers of old dust, gaps in the walls were such that one could not only smell and hear, but actually see the occupant next doorI did not and would have never agreed to spend $to stay in that disgusting place if it wasn’t because of Expedia’s failure to make a reservation on my behalf I believe I am entitled to be reimbursed by Expedia Sincerely, [redacted]
June 27, Revdex.com Hotwire – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] (Revdex.com complaint # [redacted] .) We regret to hear Ms [redacted] did not accept our response and/or resolution offered After further review of the customer’s complaint, Ms [redacted] stated that she was advised by an agent, due to the airlines cancelation penalties being the same amount of the flight tickets, no refund could be givenWe can also confirm no documentation has been found stated the customer was promised a refund for the car reservation Expedia’s goal is to provide an exceptional customer experienceAs a one-time courtesy a refund in the amount of $for the amount paid for the car reservation was processed back to the original form of payment Expedia continues to stand by our original reply related to the flight reservationSince no requests to cancel the original package reservation were found, any refund requests for the flight tickets must be approved by the airline Again, 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 Customer Service
Complaint: [redacted] I am rejecting this response because: I purchased the tickets from Expedia, I am expecting get the refund from Expedia too My friends traveled with us, Mrs [redacted] ***, Revdex.com ID# [redacted] , got the full refund $for two people I do not see why We had to go thru LAN Air My mom [redacted] filed another Revdex.com claim also So for both of us, we should get $512.40, not just the TAXES When of us were at Buenos Aries Airport, Lan Air agent who gave us the official flight cancellation letter told us that Expedia will refund us Sincerely, [redacted] ***
This is in reference to complaint no [redacted] (status closed)I originally complained against Expedia with Revdex.com a few months back since they refused to cooperate with me and refund me the amount of $On April 29th, Marlon J [redacted] , on behalf of Expedia's Corporate Correspondence Team, replied as shown below: "Please offer our apologies in regards to the misunderstanding with Ms [redacted] ’s reservationWe regret any inconvenience that may have occurred and would like to assure her that every reservation is important to usThe vacation package was canceled and refund offeredAfter further review, we processed a refund of $2,467.30, to the original form of payment on April 29, Please inform Ms [redacted] that the refund will appear in her account in about 3-business days." As a result, I thought the matter was resolved since Bank of America has granted me credit for said amountThe complaint was closed shortly thereafterHowever, on June 15, 2016, I was notified by Bank of America claiming that Expedia refuses to refund the remaining $667.30, and that Bank of America only received a refund for $1,Based on what had transpired, we know that Expedia is maliciously and intentionally misled me, the consumer, and all the other entities involved in this processThe company has reneged on its promise to grant me the full refund of $by withholding $This matter should have been resolved amicably between me and Expedia and definitely should not have taken three monthsI will never, ever, ever, do business with Expedia againI wish everyone knows about the company's shady practices! [redacted] I hereby demand a refund of Expedia for $
July 31, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a package reservationOur records indicate on May 28, 2015, the customer booked a reservation which included flight and hotelTravel was with [redacted] and accommodations were at the [redacted] All Inclusive from July 4, 2015, to July 12, We understand from the complaint is requesting compensationUpon receipt of the Revdex.com submission, we were able to verify on July 14, 2015, the customer contacted Expedia regarding his hotel stayMr [redacted] stated the hotel had changed the properties building and their access to the all-inclusive optionsExpedia.com acts only as an independent reservations agent for hotelsIf one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate actionWe encourage our customers to contact us immediately which enables us to attempt to find a resolution at that timeExpedia relies on our hotel vendors to provide up-to-date and accurate information so we may post this information on our website for our valued customersAs Expedia was unable to verify the content information with the hotel directly, we have processed a one-time courtesy refund in the amount of $back to the customer’s original form of paymentThe time it takes to post the refund to his account depends on how quickly his credit card company processes refundsWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because:They have not offered a solutionThey owe me my money Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:I just checked my credit card account, the said refund is noway to be foundbesides, the email I received indicates clearly that was caused by Expedia, "inconclusive" is baselessI appreciate Revdex.com's help in continue pursuing the case Sincerely, [redacted] **
March 20, Revdex.com Alaska, Oregon, & Western Washington Complaint Department Re: Expedia Case #: O- [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] T [redacted] (Revdex.com case number [redacted] ) regarding a Best Price GuaranteeWe understand [redacted] T [redacted] is requesting a refundOn March 13, 2017, we received receipt of the Revdex.com complaint Our records reflect on March 2, 2017, the customer self-booked a hotel reservation for the Skyline Hotel & Waterpark chedate May 27, 2017, check-out date May 29, 2017, via itinerary number [redacted] The customer is stating they submitted a Best Price Guarantee claim; however Expedia has not provided the customer with an update or a refund for the price difference Upon further researching this matter, we can confirm on March 2, 2017, the customer submitted a Best Price Guarantee claim with an attachment Expedia has reviewed the customer’s attachment that was sent on March 2, The customer’s screen shots do not match apples to applesThe room type and the number of travelers were not includedAddition the cancellation policy is different from what the customer booked The customer self-booked a nonrefundable reservation and the screen shot shows a refundable reservation Expedia offers a Best Price Guarantee PromotionIf the customer finds a lower rate on Expedia or on another U.Sbased website within hours of booking with Expedia, we will credit or refund the difference in priceThe Terms and Conditions for the Best Price Guarantee Promotion states as follows Must be "Apples to Apples" Comparison The Best Price Guarantee is available only for exact itinerary matchesFor example, the specific airline numbers, hotel (including room type), ship and cabin category, rental car company and vehicle class, applicable refund policy, and the exact same dates and times of travel or service as booked through Expedia.com Verification of Claims All requests, including receipts, are subject to verification by Expedia.com Expedia.com will not accept screenshots or other purported evidence of a lower price that cannot be independently confirmed by Expedia.com personnelNor will Expedia.com verify any request that it believes, in its sole discretion, is the result of a printing or other error or is made fraudulently or in bad faith For full terms and conditions of the Best Price Guarantee program, please copy and paste the following URL into a web browser – https://www.expedia.com/p/info-other/guarantees We hope the customer understands Expedia cannot honor the request for the refund or the coupon 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
May 31, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case [redacted] Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from Ms [redacted] ’s complaint she is requesting a refund of her recently purchased flight reservation.Our records indicate on March 18, the customer self-booked a package reservations onlineThe customers round-trip flights are operated by Ethiopian Airlines are scheduled to depart from Dubai to Cape Town on March 24, and returning from March 31, The customer also purchase a “Package Protection Plan”.On March 20, the customer called customer service and was able to cancel her flight reservationSince customers’ flights were successfully voided, the authorization of $should have been released back to the customer’s cardThese authorizations typically release within 24-hours.If the customer does not see the release of the authorization we ask Ms [redacted] to contact her banking institutionWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Hayden J [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because:Please see attachedIt's clearly states in my email confirmation that I would receive UNLIMITED mileageAlso on my confirmation pageYou own employee thought I had unlimited mileageIt's clearly very misleading advertisementPlease tell me where it was stated elsewhereThis is clearly just unfair practicesA simple apology from you team would have been sufficient, but to defend this is just appallingShould the disclaimer be placed where I can see itVery very misleading.Sincerely, [redacted] ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
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 meSincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I reviewed the reply from the business and I stand by my original complaint To place the offer on one page and submit that to me as proof makes no sense, since that it NOT how the offer is displayed online, and just affirms the company is making claims Sincerely, [redacted]
June 30, Revdex.com E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio Complaint Department Re: Expedia Case #: [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 We have further researched Ms [redacted] ’s complaint (Revdex.com case number [redacted] ) regarding a refund request in association with the room type that was booked on his reservation and, after giving the matter our full consideration, we stand by our previous decision and are unable to accede to Ms [redacted] ’s request of a refund As previously stated, the room type was clearly stated on his itineraries for his review and as he did not contact Expedia pre-stay to discuss any concerns Had he done so, Expedia would have made every effort to make changes to any issue the customer had with his booking He was charged the correct amount for the room type on his itinerary We apologize to the customer for the inconvenience this situation has causedThank you for allowing us to address this matter further ` Again, we thank you for allowing us the opportunity to re-address the issues that were brought to our attentionAs this matter has been resolved, we respectfully request the Revdex.com close this case If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier – Customer Service Expedia, Inc
Complaint: [redacted] I am rejecting this response because: Although, Expedia stated they placed a $travel coupon on my account for my future travel, I purchased a flight and hotel recently and there was no mention of any $traveling coupon.Sincerely, [redacted] ***- [redacted]
Complaint: [redacted] I am rejecting this response because: I am accepting the response regarding the airline change fee and thank Expedia for assuming at last their responsibiityI do not accept the refund regarding the hotelI would like Expedia to book the hotel Nefeli on the coast which is the one I has requested the agent over the phone and not the one in downtown Athens they erroneously didExpedia must assume that it was the agent´s and not the client´s mistake (there must be a recording of my conversation with the agent)On the 16th of July I state clearly to the agent "the same Nefeli hotel that I stayed in May"Therefore, I do not want a refund but a booking at the Nefeli hotel as originally plannedThank you for your assistence.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Let me start by making it extremely clear that I reject Expedia’s explanation to my concern and complaint, and that it is even more apparent after their response that they did not take any time to investigate the claims I expressed in my complaint, and only provided their “general policies.” I will explain my response one step at a time First, Expedia’s claim that the “+VIP” symbol on their hotel listings are merely a sign that it is a highly rated hotel is either completely false, or extremely misleading There are many hotels (I shopped around on Expedia for several weeks before finally booking this hotel) that display the VIP symbol at certain times of days, weeks, etc., but not at other times It is suspect to think that the rating of a particular hotel changes so drastically from hour to hour, or day to day, that the VIP symbol would appear and/or disappear on daily, if not hourly basis on the same hotelThis was also confirmed by one of the agents I spoke with, who attempted to go through the process of booking this exact hotel while on the phone with me, and kept repeating that there is no +VIP symbol on the listing while she was going through the steps to test the booking Not to mention, that I’ve checked back with Expedia on this particular hotel at least times after that, and sometimes it contained the +VIP symbol (for a higher price), and other times it did not (at a lower price) It most certainly contained that symbol when I booked it Second, Expedia’s statement that they do not offer VIP status option is completely and utterly FALSE This was confirmed by the first Expedia agent I spoke with prior to booking The following agents CONFIRMED that I DID, IN FACT, WAS BOOKED UNDER VIP STATUS Even if we take Expedia’s word that the agents (at least 3) gave me wrong information, the hotel itself confirmed on several occasions, PRIOR TO AND DURING our stay at the hotel, that they do receive bookings from Expedia that indicate VIP status, but my booking DID NOT Next, contrary to Expedia’s statement in their response (“our agents did advise Ms [redacted] (couldn’t even spell my name correctly) that we cannot book her as a VIP guest”), NONE of the agents I spoke with (there were at least 5, totaling over HOURS, if you refer to my original complaint, which Expedia would have confirmed if they did due diligence in investigating my claims) have EVER mentioned that they are unable to book as VIP In fact, the first agents CONFIRMED that I was booked as a VIP, and they “show me as VIP status in their system” In my original complaint, I detailed the dates and times I spoke with Expedia agentsThese conversations are recorded for at least “quality control purposes.” It is blatantly obvious that Expedia made no effort to obtain and listen to those conversations, because their response would have been completely different and would have addressed those conversations It is not the case that the “explanations were not clear,” the fact is the explanations were just clearly WRONG And if Expedia would bother obtaining at least some of the conversations I had with Expedia agents, they would clearly see that I was provided COMPLETELY WRONG INFORMATION, from my first call BEFORE EVEN BOOKING this trip I STRESS THAT, WAS I NOT GIVEN WRONG INFORMATION FROM THE BEGINNING, ESPECIALLY BEFORE BOOKING, I WOULD NOT HAVE BOOKED THIS TRIP As for the offer of $towards future travel, is a completely pointless gesture, because I will never, EVER, EVER book anything with Expedia EVER again I hope the emphasis on NEVER, EVER gets my point across And probably no one that I ever come in contact with now or in the futureNot like there isn’t enough competition to put up with this kind of crappy service Lastly, in addition to providing information PRIOR to my booking, resulting in pretense for my decision to book this trip, Expedia’s customer service was extremely, utterly and unacceptably appalling Again, if Expedia bothered to pull the phone conversations and records I mentioned in the original complaint, they would see that I absolutely literally, with not a speck of exaggeration, spent hours, upon hours, upon hours on the phone being “on hold” or “while they investigated.” One of the phone calls lasted over hours, consisting at least one hold of over TWO HOURS, and another at least an hour, most likely more Prior to and upon arrival to the hotel, I inquired directly from the hotel exactly what EXPEDIA VIP status would afford me The answer was, an upgraded ocean-front view room and free access to wifi (which is EXACTLY what the first Expedia agent informed me PRIOR to me booking this trip, which is what I was made belief I was getting) Upon our arrival to the hotel, the room upgrade cost almost $300, and wifi’s cost was $per day in that particular hotel, which although seems extremely excessive, is based on that hotel’s owners’ policies (which can be easily verified by calling and asking the hotel staff) I refuse to accept that different agents admittedly gave me wrong information, the first of which resulted in my decision to book this trip, WHICH I WOULD NEVER HAVE DONE OTHERWISE, and that I should not be entitled to compensation and refund of my expenses associated with this CONSISTENT WRONG INFORMATION Not to mention compensation for minimum hours of conversations, being on hold, broken promises that escalation departments and/or management would call me back to discuss NO ONE EVER DID, despite several specific statements that someone will be in touch with me to help me resolve my issue Everything I assert in my original complaint can EASILY be verified by Expedia’s proper due diligence investigation by locating the numerous phone conversations, and information (or obviously complete MISINFORMATION) given to me on at least out of different occasions, resulting in unexpected out-of-pocket expenses, and my valuable time I want Expedia to either refund my unexpected expenses associated with this booking for things I was led to believe were included (room upgrade and wifi) and compensate me for my valuable time during my multiple lengthy futile attempts on the phone with various Expedia agents, trying to resolve this issue; or Expedia to produce recordings of at least conversations I had with Expedia agents when I was provided and misleading information, and advise how they will compensate me for Expedia employing numerous agents without proper training, who provide such misinformation and statements, wasting consumers’ time and money, not to mention ruining their vacations Thank you for your time and consideration Sincerely, [redacted]
July 21, 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, Incregarding 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, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request We understand the customer is writing concerning flight delays on a recent tripOn July 21, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint Our records indicate on March 3, the customer accessed Expedia.com to self-book itinerary # [redacted] for a package itinerary including round trip flights on [redacted] from Houston, Texas to Cancun, Mexico leaving on July 2, and returning on July 5, We understand from the complaint that there was a significant departure delay on the return flight and the customer is asking for compensation from Expedia Expedia regrets the inconvenience the customer experienced, however the terms and conditions, which the customer agrees to when using Expedia.com to book travel) state in part; · The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia AffiliatesThe Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there fromThe Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority The full terms and conditions for use of Expedia.com can be found at: · http://www.expedia.com/p/info-other/legal.htm Further, the customer’s itinerary states: · Charter flight summary flights: · Please reconfirm your international flight reservation at least hours prior to departure by contacting the airline directly While Expedia is disappointed to learn about the customer’s experience with [redacted] Airlines, Expedia.com acts only as a third-party intermediary for travel providers We are unable to offer any refunds or compensation for this reservation delay 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 Customer Service
July 18, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe 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 replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely, Tier Customer Service
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] I am okay if the company needs more time in order to research my case more thoroughlyI hope that during their research they listen to the numerous recorded phone calls made on that dayI was unable to mention this in my original complaint due to character limit, but during my last phone call with Shawn, B [redacted] #***, he called me a racist numerous times when I suggested that there was a miscommunication due to language barriers (the customer service center is obviously outsourced.) Having my reservation request bungled, then being charged an additional $for their error, being scolded by the supervisor, then being called a racist when I didn't say anything remotely derogatory is incredibly insultingI think that not being penalized for Expedia's error is a very reasonable request considering how unprofessionally I was treated, and in addition, I think that I am entitled to an apologyI look forward to a swift resolution that will ameliorate the situation Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:the booking made made through Expedia and Expedia continues to let this place operateExpedia does NOT take responsibility for frauds committed through their website and Using the Expedia resources and name The refund to a credit card was never made and Expedia continues to pass the responsibility to a hotel even though the money was paid through the Expedia website[redacted] ***
Complaint: [redacted] I am rejecting this response because: Because my claim is not against the [redacted] hotel but against ExpediaI do not believe that the hotel bears any Expedia’s deceptive practicesWhen we arrived at the [redacted] ***, at night, after 6-hour drive from New York to Vermont, on Columbus Day weekend, the front desk had no record of our reservationThe receptionist searched their data base for my bookingMy name was not in their data baseI was present, standing right behind her, and could see the computer screenI did not see name reservation eitherThere was no reservation made for meExpedia assured me, via email on 10/1/15, right after I made a payment of $to Expedia, “Your reservation has been confirmedNo need to reconfirm.” I entirely relied on Expedia’s (mis) representation I do not believe that the hotel had a problem with their boiler, furnace or anything as Expedia now claimsIt was full-house and there were at least two other families in the same situation as us who had booked their rooms through Expedia and Expedia (after collecting payment) made no reservation on our and their behalfThe front desk advised us something to the effect “that since [redacted] and Expedia merged, it has nothing but a disaster”Apparently this type of deceptive practices is not uncommon when guests book through Expedia It was my first experience with Expedia and I was unawareAfter we found ourselves without a room, at night, far from home on a Columbus Day weekend, I attempted to contact Expedia on various occasions, via phone and their webI did so also after I got back to NYAll to no availIt was not until 10/16/when I eventually received a communication from Expedia, only to inform me that they “advocated my case” with the hotel and that the hotel refused to reimburse meWith all due respect, neither requested Expedia to be my advocate nor do I believe that the hotel bears any responsibility for Expedia failure to make a reservation on my behalfIt is Expedia who made representations to me about my reservation, not the hotelI do not accept Expedia’s offer of crediting my “Expedia account” with $for future purchases instead of crediting my credit card I paid Expedia withI do not have an account with Expedia, nor do I wish to book through Expedia again unless Expedia is accountable for the deception, money I lost and ruined vacation timeI paid $for two night ($299.13/night) in a cozy hotel in the center of Stowe and ended up staying in a disgusting, unsanitary place instead for $No other choice was availableThe room at [redacted] was dirty, had a malfunctioning toilet, with water and whatnot all over the floor, malfunctioning sink, layers and layers of old dust, gaps in the walls were such that one could not only smell and hear, but actually see the occupant next doorI did not and would have never agreed to spend $to stay in that disgusting place if it wasn’t because of Expedia’s failure to make a reservation on my behalf I believe I am entitled to be reimbursed by Expedia Sincerely, [redacted]