October 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, 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 Mr [redacted] (Revdex.com case number [redacted] ) regarding a refund request for hotel charges Our records reflect on September 19, the customer accessed Expedia.com and self-booked itinerary # [redacted] for three rooms at the Vi Vida Hotel, Munich, Germany to check in August 19, and check out August 22, The customer chose the hotel option to include the breakfast buffet in his reservation Expedia serves only as a third party booking intermediary We do not own or operate any travel related services and as such must uphold the terms and conditions set by the vendors who utilize our website to offer their products Pricing and terms are set by those vendors In this case, the Vi Vida Hotel offers different booking options which each include the base price for the hotel, and the option to book with or without the breakfast buffet pre-purchased in the reservation If a customer chooses not to include the breakfast buffet option in their booking, then the taxes and fees portion of the booking is less If the customer chooses the room and “breakfast included” option, then the hotel calculates the price of the breakfast in the additional fees they charge and the buffet is pre-paid Expedia makes every effort to ensure that our customers have a clear understanding of their selections, total price, and of the terms and conditions associated with the travel items they are purchasingWe provide their selection details on several pages review, including the final payment screenThe full price of Mr***’s itinerary was provided prior to his entering his credit card information and finalizing his purchaseAs he agreed to this pricing, at the time of booking, we are unable to offer a partial refund for this itinerary The reservation is currently outside penalty and should Mr [redacted] wish to cancel the itinerary and re-book at current pricing, without the breakfast included, he may still do so without loss of his currently paid fees, provided he does so within the hotel’s stated terms: Cancellation and Change Policy: Refundable Cancellations or changes made after 6:PM local hotel time, Saturday, August 18, or no-shows are subject to a hotel fee equal to night(s) plus taxes and fees 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 Corporate Customer Service
October 04, 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 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 complaint # [redacted] ) regarding a hotel reservationOur records show on September 20th, 2016, Ms [redacted] self-booked an Expedia.com hotel reservation via booking number [redacted] , with a trip start date of October 07, We understand from Ms [redacted] ’s complaint, she believes she was not informed properly regarding a hotel charge plus a depositOur records show the hotel is a Pay Later option on Expedia, which means the hotel is in charge of the amounts being held and or chargedMs [redacted] does mention she contacted both the hotel and Expedia and neither was able to assistMs [redacted] is requesting that the hotel and Expedia provides a more transparent description of the amounts to be held or chargedExpedia’s goal is to provide an exceptional customer experienceAs you may know, Expedia.com acts as an independent agent for reservations for airlines, car rental companies, and hotelsWe are unable to control unforeseen transactions that will be made by a hotel on a Pay Later reservation which is essentially a transaction that would be charged at the hotelAfter giving the matter our full consideration we have been authorized to provide a $Expedia coupon for any future Expedia Special Rate hotel reservations or Expedia packages including flight plus hotelWe have also passed on the information to the required departmentsThis has been documented on the customer’s account and her coupon is available immediatelyThe coupon is available on the customer’s personal account under email address [redacted] @gmail.com The customer may use the coupon when booking online through our site or by phone with an Expedia agentExpedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience Ms [redacted] has encountered in resolving this matterAs a coupon has been provided, Expedia considers this matter closedWe thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Daniel A [redacted] Tier Customer Service
January 16, 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 Ms [redacted] (Revdex.com ID number [redacted] ) regarding creditUpon receipt of the Revdex.com submission, we have verified this issue was resolved on January 9, Expedia processed the refund in the amount of $back to the customer’s original form of paymentThe time it takes to post the refund to the customer’s account depends on how quickly her credit card company processes refunds We apologize for any inconvenience this delay may have causedWe 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] Corporate Customer Service
Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear 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 attentionExpedia, Incis 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 reservationsAs of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe 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 attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Tier Customer Service
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and I am fine with request from Expedia for additional time to resolve the situation.Sincerely, [redacted]
August 8, 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 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 replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service
May 7, Revdex.com Expedia – 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 attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding the customer service issues Our records show on March 2, 2016, Ms [redacted] with the assistance of a sales agent booked an Expedia.com flight and hotel package reservation via booking number [redacted] We understand from Ms [redacted] complaint, reservation was booked incorrectly and after contacting customer service, no assistance was provided Upon researching the customer’s complaint, we can confirm on April 18, 2016, when Ms [redacted] brought this matter to our attention, the package reservation was canceled and a full refund was processed back to the original form of payment Expedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience she has encountered in resolving this matterAs a refund has been given to the customer and the issue has been resolved, Expedia considers this matter closed We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Angel A [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: Expedia never sent anything they are still dodging there responsibilityMy Credit card USAA is sending them a formal charge dispute along with the attached e-mailThey know fully well no refund has been issued and are trying to get the Revdex.com to not follow up on this complaint.Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Problem resolved.Sincerely, [redacted] -***
Complaint: [redacted] I am rejecting this response because:It does not address the fundamental issue Did Expedia communicate the vendor within hours of our arrival? If so, why can't Expedia produce proof? The vendor claimed Expedia never confirmed the reservations within hours of our arrival Additionally, we rented two vehicles as originally intended since we had two unique Itineraries, but the additional rental, Expedia Itinerary # [redacted] , was not reimbursed or addressed.I understand that Expedia has already refunded the amount originally proposed, which does not include the difference for the higher taxes paid due to the difference in cost By now I can tell you my wife and I have collectively spent hours which comes out at $at our current pay rate Sincerely,
January 12, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from Ms***We regret to hear that she did not accept our responseThe itinerary mentioned by Ms [redacted] was booked by the customer or an authorized party without the assistance of an Expedia representativeThere was only one passenger on this itineraryWe have not been able to confirm any of the issues mentioned in the complaintWe ask that Ms [redacted] contact our office to elaborate with hopes that we will able to identify the booking in question and view the details of the changes that were referenced in the complaint We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Corporate Correspondence Team
Complaint: [redacted] I am rejecting this response because: regardless of Expedia being a third party they should not garuntee rooms to hotels without first checking the availabliltyThey should be sure that rooms are available before taking a persons money and then not being able to issue an immediate refund when they over bookThat system makes no sense who wants to book on expedia and then pray and hope the hotel they booked actually has the room for that reservationExpedias confirmation emails even stated very clearly: NO NEED TO CONFIRMIf they are third party that is saying will say we are booking your room but there is no quarentee then they can not send email confirmations telling the customers not to even worry about calling the hotelThe hotel even told me that expedia does this all the time they book rooms and take peoples money for them without actually confirming the rooms being available and then hold the customers money until they confirm with a hotel manager that the room was infact over booked and they had no availability and you still have to wait 7-days to get that money backI never asked for the $gift card or creditI just noticed it was on there but what does that do for meHow does that fix the fact that I was hours away from home at 2am in the morning and had no where to sleep and then had to travel another mins away from where I needed to be which is more gas money as well and had to pay extra money for a room in another hotelExpedia is a joke and a fully intend on continuing my complaints and reviews about them anywhere I canI will never allow family or friends to use them at allA simple request to fix this injustice was to simply offer me a free stay somewhere else when I had time offI had to leave my trip early just to go home because I couldnt afford another night due to expedia taking so long for my refund to clearSo if expedia doesnt want to compensate anything then I will continue spreading the wordThanks for nothing Expedia! $dollar credit haha that doesnt even cover the gas or the stress and agony I went through trying to find a new room at 2am in the morning pregnant and hours away from home! Complete nonsense this company is! Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I have received the amount that was due to be refunded to meI received it only after I called yet again, and spent a done of time on the phoneI do not agree that I was told it would take weeks for the refundThat is not what was conveyed to me when I called to cancel the trip Sincerely, [redacted]
April 6, 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 reservationAs 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] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because the Expedia account of the details are not correct I did not cancel anything on 10/13/I booked and cancelled on the same day, 10/4/ Expedia should pull the agent's call recording from the evening of 10/4/at 5:PM Eastern Once they listen to the call they will see the agent contacted the [redacted] while I was on the line and spoke to a manager The agent then reported back to me the [redacted] would penalize me one day for the cancellation and I would be refunded $She further stated the refund could take - business days to post I'm deeply saddened and disturbed that Expedia would allow such a deceptive practice by an agents I'm requesting the extra $to bring the total refund to $as was told to me by the Expedia agent on 10/4.Sincerely, [redacted]
June 21, 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 BBB 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] (BBB case number [redacted] ) regarding a refund request. Our records indicate on June 2, 2016 the customer accessed Expedia.com and self-booked non-refundable Itinerary # [redacted] for a stay at the Hilton Hotel, Austin, Texas to check in on June 12, and checking out June 13, 2016. The customer’s complaint is that they entered a search date into the Google search engine and then chose Expedia.com from the hotel sites provided by Google, and proceeded to book her reservation. She did not enter her desired stay date into Expedia’s site, and her reservation was booked for a date other than the one she had wanted. Expedia makes every effort to ensure that our customers have a clear understanding of their selections, and of the terms and conditions associated with the travel items they are purchasing. We provide selection details on several pages for the customer’s review, including a summary on the final payment screen, before the customer enters their payment information. It is the customer’s responsibility to review their booking information, to ensure it meets their wishes, before finalizing their purchase. Search engines such as Google do not interact with other websites; they only provide links from their site to websites that match the general criteria of the client’s search, such as travel companies in this instance. When the customer chooses a website to access, they leave Google, or the search engine they have used, and they enter the independent website for the company they are shopping on. They then must enter their search criteria into the website they are then using. The Hilton Hotel’s terms and conditions were also provided for the customer’s review, and finalization of the itinerary constitutes acceptance of the hotel’s terms. The Hilton’s stated terms for this booking were as follows: Cancellation and Change Policy: 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. Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation. Expedia.com serves as a third party booking intermediary for travel providers such as hotels, car rental agencies, and airlines; as such we must abide by and enforce the terms and conditions set forth by our partners. The Hilton Hotel was contacted on June 3, 2016, and our agent advocated on behalf of the customer, requesting the hotel’s permission to process a refund. The Hilton would not agree to a refund or date change. Due to the rules and restrictions Ms. [redacted] agreed to at the time of booking, and the Hilton’s refusal to waive their terms, Expedia has been billed in full for this reservation and we are unable to offer a refund. We regret that our response cannot be more favorable. 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 Expedia.com
March 3, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a package reservation We understand Mr [redacted] is requesting a refund On March 3, we contacted Mr [redacted] to acknowledge receipt of the Revdex.com complaint, however he was not available Our records reflect on December 22, 2015, the customer self-book a package reservation for [redacted] and [redacted] , using Expedia.comTravel is on JetBlue and Azul, departing March 20, 2016, from New York to Rio de Janeiro, Brazil; returning on March 20, 2016, from Rio de Janeiro, Brazil to New York Hotel stay at Hotel Astoria Palace, chedate March 21, 2016, check-out date March 25, The customer is stating they were not aware they needed a Visa for Brazil In addition, the customer is also stating they were not aware that the primary airline carrier was Azul, and not JetBlue The customer is requesting a full refund for the flights 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 a result, we strongly recommend to our customers, who choose to book their travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policiesShould they encounter any discrepancies or have additional questions, we ask that they call us prior finalizing the reservation This gives Expedia the opportunity to provide an appropriate resolution In addition, Expedia does not provide passport/visa requirements for international travel We provide a disclaimer on the website as well as well as the customer’s itinerary, which states as follows Proof of Citizenship is required for international travel When children are traveling, additional documentation may also be necessary It is your responsibility to meet entry requirements for the countries you are traveling to and connecting through We can confirm on February 20, 2016, the customer contacted Expedia requesting to change the dates for the flight, our agent advised the customer there would be a change fee amount of $per person The customer stated that JetBlue does not charge a change fee The agent advised the customer that the validating carrier was Azul, not JetBlue The customer did not change the flight, but instead requested to cancel the hotel, which our agent canceled and processed the refund in the amount of $ At Expedia, we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us However, we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customers In reviewing Mr [redacted] account, the tickets are refundable with a $per person cancelation penalty feeExpedia will process the cancelation, and submit the refund request to the airline in the amount of $ The refund will be issued by Azul, the timeframe will can take up to 8-weeks, which is the standard timeframe for all airlines We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
August 11, 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 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 his 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 case Sincerely, Tier Customer Service
September 7, 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 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 car reservationOur records indicate the customer self-booked a car reservation with Dollar Rent A Car through the Expedia.com websiteWe understand from the complaint, the customer is requesting compensationUpon receipt of the Revdex.com submission, we were able to verify that Mr [redacted] self-booked a Standard Van Rental, which can be found on his confirmed itineraryThe customer’s itinerary includes the car rental’s term and conditions which state all the insurance charges and rules and regulations in addition to: • Child Seat/Infant (0-month / 0-13kg) Infant Seat COST IS EUR PER DAY, EXCLUDING VAT, PER SEATITEM IS SUBJECT TO AVAILABILITY UPON ARRIVAL AT COUNTER Child Seat/Toddler 4-years / 15-kg) Toddler Seat COST IS EUR PER DAY, EXCLUDING VAT, PER SEATITEM IS SUBJECT TO AVAILABILITY UPON ARRIVAL AT COUNTER Navigational System (Built in system) Navigational System COST IS EUR PER DAY, EXCLUDING VATITEM IS SUBJECT TO AVAILABILITY UPON ARRIVAL AT COUNTER SEE If 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 timeHowever, we do not show that the customer contacted Expedia during their travelsAs this reservation was self-booked by the customer, Expedia is unable to refund the customer as requestedWe 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
October 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, 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 Mr [redacted] (Revdex.com case number [redacted] ) regarding a refund request for hotel charges Our records reflect on September 19, the customer accessed Expedia.com and self-booked itinerary # [redacted] for three rooms at the Vi Vida Hotel, Munich, Germany to check in August 19, and check out August 22, The customer chose the hotel option to include the breakfast buffet in his reservation Expedia serves only as a third party booking intermediary We do not own or operate any travel related services and as such must uphold the terms and conditions set by the vendors who utilize our website to offer their products Pricing and terms are set by those vendors In this case, the Vi Vida Hotel offers different booking options which each include the base price for the hotel, and the option to book with or without the breakfast buffet pre-purchased in the reservation If a customer chooses not to include the breakfast buffet option in their booking, then the taxes and fees portion of the booking is less If the customer chooses the room and “breakfast included” option, then the hotel calculates the price of the breakfast in the additional fees they charge and the buffet is pre-paid Expedia makes every effort to ensure that our customers have a clear understanding of their selections, total price, and of the terms and conditions associated with the travel items they are purchasingWe provide their selection details on several pages review, including the final payment screenThe full price of Mr***’s itinerary was provided prior to his entering his credit card information and finalizing his purchaseAs he agreed to this pricing, at the time of booking, we are unable to offer a partial refund for this itinerary The reservation is currently outside penalty and should Mr [redacted] wish to cancel the itinerary and re-book at current pricing, without the breakfast included, he may still do so without loss of his currently paid fees, provided he does so within the hotel’s stated terms: Cancellation and Change Policy: Refundable Cancellations or changes made after 6:PM local hotel time, Saturday, August 18, or no-shows are subject to a hotel fee equal to night(s) plus taxes and fees 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 Corporate Customer Service
October 04, 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 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 complaint # [redacted] ) regarding a hotel reservationOur records show on September 20th, 2016, Ms [redacted] self-booked an Expedia.com hotel reservation via booking number [redacted] , with a trip start date of October 07, We understand from Ms [redacted] ’s complaint, she believes she was not informed properly regarding a hotel charge plus a depositOur records show the hotel is a Pay Later option on Expedia, which means the hotel is in charge of the amounts being held and or chargedMs [redacted] does mention she contacted both the hotel and Expedia and neither was able to assistMs [redacted] is requesting that the hotel and Expedia provides a more transparent description of the amounts to be held or chargedExpedia’s goal is to provide an exceptional customer experienceAs you may know, Expedia.com acts as an independent agent for reservations for airlines, car rental companies, and hotelsWe are unable to control unforeseen transactions that will be made by a hotel on a Pay Later reservation which is essentially a transaction that would be charged at the hotelAfter giving the matter our full consideration we have been authorized to provide a $Expedia coupon for any future Expedia Special Rate hotel reservations or Expedia packages including flight plus hotelWe have also passed on the information to the required departmentsThis has been documented on the customer’s account and her coupon is available immediatelyThe coupon is available on the customer’s personal account under email address [redacted] @gmail.com The customer may use the coupon when booking online through our site or by phone with an Expedia agentExpedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience Ms [redacted] has encountered in resolving this matterAs a coupon has been provided, Expedia considers this matter closedWe thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Daniel A [redacted] Tier Customer Service
January 16, 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 Ms [redacted] (Revdex.com ID number [redacted] ) regarding creditUpon receipt of the Revdex.com submission, we have verified this issue was resolved on January 9, Expedia processed the refund in the amount of $back to the customer’s original form of paymentThe time it takes to post the refund to the customer’s account depends on how quickly her credit card company processes refunds We apologize for any inconvenience this delay may have causedWe 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] Corporate Customer Service
Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear 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 attentionExpedia, Incis 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 reservationsAs of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe 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 attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Tier Customer Service
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and I am fine with request from Expedia for additional time to resolve the situation.Sincerely, [redacted]
August 8, 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 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 replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service
May 7, Revdex.com Expedia – 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 attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding the customer service issues Our records show on March 2, 2016, Ms [redacted] with the assistance of a sales agent booked an Expedia.com flight and hotel package reservation via booking number [redacted] We understand from Ms [redacted] complaint, reservation was booked incorrectly and after contacting customer service, no assistance was provided Upon researching the customer’s complaint, we can confirm on April 18, 2016, when Ms [redacted] brought this matter to our attention, the package reservation was canceled and a full refund was processed back to the original form of payment Expedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience she has encountered in resolving this matterAs a refund has been given to the customer and the issue has been resolved, Expedia considers this matter closed We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Angel A [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: Expedia never sent anything they are still dodging there responsibilityMy Credit card USAA is sending them a formal charge dispute along with the attached e-mailThey know fully well no refund has been issued and are trying to get the Revdex.com to not follow up on this complaint.Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Problem resolved.Sincerely, [redacted] -***
Complaint: [redacted] I am rejecting this response because:It does not address the fundamental issue Did Expedia communicate the vendor within hours of our arrival? If so, why can't Expedia produce proof? The vendor claimed Expedia never confirmed the reservations within hours of our arrival Additionally, we rented two vehicles as originally intended since we had two unique Itineraries, but the additional rental, Expedia Itinerary # [redacted] , was not reimbursed or addressed.I understand that Expedia has already refunded the amount originally proposed, which does not include the difference for the higher taxes paid due to the difference in cost By now I can tell you my wife and I have collectively spent hours which comes out at $at our current pay rate Sincerely,
January 12, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from Ms***We regret to hear that she did not accept our responseThe itinerary mentioned by Ms [redacted] was booked by the customer or an authorized party without the assistance of an Expedia representativeThere was only one passenger on this itineraryWe have not been able to confirm any of the issues mentioned in the complaintWe ask that Ms [redacted] contact our office to elaborate with hopes that we will able to identify the booking in question and view the details of the changes that were referenced in the complaint We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Corporate Correspondence Team
Complaint: [redacted] I am rejecting this response because: regardless of Expedia being a third party they should not garuntee rooms to hotels without first checking the availabliltyThey should be sure that rooms are available before taking a persons money and then not being able to issue an immediate refund when they over bookThat system makes no sense who wants to book on expedia and then pray and hope the hotel they booked actually has the room for that reservationExpedias confirmation emails even stated very clearly: NO NEED TO CONFIRMIf they are third party that is saying will say we are booking your room but there is no quarentee then they can not send email confirmations telling the customers not to even worry about calling the hotelThe hotel even told me that expedia does this all the time they book rooms and take peoples money for them without actually confirming the rooms being available and then hold the customers money until they confirm with a hotel manager that the room was infact over booked and they had no availability and you still have to wait 7-days to get that money backI never asked for the $gift card or creditI just noticed it was on there but what does that do for meHow does that fix the fact that I was hours away from home at 2am in the morning and had no where to sleep and then had to travel another mins away from where I needed to be which is more gas money as well and had to pay extra money for a room in another hotelExpedia is a joke and a fully intend on continuing my complaints and reviews about them anywhere I canI will never allow family or friends to use them at allA simple request to fix this injustice was to simply offer me a free stay somewhere else when I had time offI had to leave my trip early just to go home because I couldnt afford another night due to expedia taking so long for my refund to clearSo if expedia doesnt want to compensate anything then I will continue spreading the wordThanks for nothing Expedia! $dollar credit haha that doesnt even cover the gas or the stress and agony I went through trying to find a new room at 2am in the morning pregnant and hours away from home! Complete nonsense this company is! Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I have received the amount that was due to be refunded to meI received it only after I called yet again, and spent a done of time on the phoneI do not agree that I was told it would take weeks for the refundThat is not what was conveyed to me when I called to cancel the trip Sincerely, [redacted]
April 6, 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 reservationAs 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] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because the Expedia account of the details are not correct I did not cancel anything on 10/13/I booked and cancelled on the same day, 10/4/ Expedia should pull the agent's call recording from the evening of 10/4/at 5:PM Eastern Once they listen to the call they will see the agent contacted the [redacted] while I was on the line and spoke to a manager The agent then reported back to me the [redacted] would penalize me one day for the cancellation and I would be refunded $She further stated the refund could take - business days to post I'm deeply saddened and disturbed that Expedia would allow such a deceptive practice by an agents I'm requesting the extra $to bring the total refund to $as was told to me by the Expedia agent on 10/4.Sincerely, [redacted]
June 21, 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 BBB 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] (BBB case number [redacted] ) regarding a refund request. Our records indicate on June 2, 2016 the customer accessed Expedia.com and self-booked non-refundable Itinerary # [redacted] for a stay at the Hilton Hotel, Austin, Texas to check in on June 12, and checking out June 13, 2016. The customer’s complaint is that they entered a search date into the Google search engine and then chose Expedia.com from the hotel sites provided by Google, and proceeded to book her reservation. She did not enter her desired stay date into Expedia’s site, and her reservation was booked for a date other than the one she had wanted. Expedia makes every effort to ensure that our customers have a clear understanding of their selections, and of the terms and conditions associated with the travel items they are purchasing. We provide selection details on several pages for the customer’s review, including a summary on the final payment screen, before the customer enters their payment information. It is the customer’s responsibility to review their booking information, to ensure it meets their wishes, before finalizing their purchase. Search engines such as Google do not interact with other websites; they only provide links from their site to websites that match the general criteria of the client’s search, such as travel companies in this instance. When the customer chooses a website to access, they leave Google, or the search engine they have used, and they enter the independent website for the company they are shopping on. They then must enter their search criteria into the website they are then using. The Hilton Hotel’s terms and conditions were also provided for the customer’s review, and finalization of the itinerary constitutes acceptance of the hotel’s terms. The Hilton’s stated terms for this booking were as follows: Cancellation and Change Policy: 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. Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation. Expedia.com serves as a third party booking intermediary for travel providers such as hotels, car rental agencies, and airlines; as such we must abide by and enforce the terms and conditions set forth by our partners. The Hilton Hotel was contacted on June 3, 2016, and our agent advocated on behalf of the customer, requesting the hotel’s permission to process a refund. The Hilton would not agree to a refund or date change. Due to the rules and restrictions Ms. [redacted] agreed to at the time of booking, and the Hilton’s refusal to waive their terms, Expedia has been billed in full for this reservation and we are unable to offer a refund. We regret that our response cannot be more favorable. 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 Expedia.com
March 3, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a package reservation We understand Mr [redacted] is requesting a refund On March 3, we contacted Mr [redacted] to acknowledge receipt of the Revdex.com complaint, however he was not available Our records reflect on December 22, 2015, the customer self-book a package reservation for [redacted] and [redacted] , using Expedia.comTravel is on JetBlue and Azul, departing March 20, 2016, from New York to Rio de Janeiro, Brazil; returning on March 20, 2016, from Rio de Janeiro, Brazil to New York Hotel stay at Hotel Astoria Palace, chedate March 21, 2016, check-out date March 25, The customer is stating they were not aware they needed a Visa for Brazil In addition, the customer is also stating they were not aware that the primary airline carrier was Azul, and not JetBlue The customer is requesting a full refund for the flights 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 a result, we strongly recommend to our customers, who choose to book their travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policiesShould they encounter any discrepancies or have additional questions, we ask that they call us prior finalizing the reservation This gives Expedia the opportunity to provide an appropriate resolution In addition, Expedia does not provide passport/visa requirements for international travel We provide a disclaimer on the website as well as well as the customer’s itinerary, which states as follows Proof of Citizenship is required for international travel When children are traveling, additional documentation may also be necessary It is your responsibility to meet entry requirements for the countries you are traveling to and connecting through We can confirm on February 20, 2016, the customer contacted Expedia requesting to change the dates for the flight, our agent advised the customer there would be a change fee amount of $per person The customer stated that JetBlue does not charge a change fee The agent advised the customer that the validating carrier was Azul, not JetBlue The customer did not change the flight, but instead requested to cancel the hotel, which our agent canceled and processed the refund in the amount of $ At Expedia, we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us However, we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customers In reviewing Mr [redacted] account, the tickets are refundable with a $per person cancelation penalty feeExpedia will process the cancelation, and submit the refund request to the airline in the amount of $ The refund will be issued by Azul, the timeframe will can take up to 8-weeks, which is the standard timeframe for all airlines We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
August 11, 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 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 his 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 case Sincerely, Tier Customer Service
September 7, 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 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 car reservationOur records indicate the customer self-booked a car reservation with Dollar Rent A Car through the Expedia.com websiteWe understand from the complaint, the customer is requesting compensationUpon receipt of the Revdex.com submission, we were able to verify that Mr [redacted] self-booked a Standard Van Rental, which can be found on his confirmed itineraryThe customer’s itinerary includes the car rental’s term and conditions which state all the insurance charges and rules and regulations in addition to: • Child Seat/Infant (0-month / 0-13kg) Infant Seat COST IS EUR PER DAY, EXCLUDING VAT, PER SEATITEM IS SUBJECT TO AVAILABILITY UPON ARRIVAL AT COUNTER Child Seat/Toddler 4-years / 15-kg) Toddler Seat COST IS EUR PER DAY, EXCLUDING VAT, PER SEATITEM IS SUBJECT TO AVAILABILITY UPON ARRIVAL AT COUNTER Navigational System (Built in system) Navigational System COST IS EUR PER DAY, EXCLUDING VATITEM IS SUBJECT TO AVAILABILITY UPON ARRIVAL AT COUNTER SEE If 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 timeHowever, we do not show that the customer contacted Expedia during their travelsAs this reservation was self-booked by the customer, Expedia is unable to refund the customer as requestedWe 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