October 14, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer reply from [redacted] Expedia, Incis responding to the consumer complaint Revdex.com case number [redacted] regarding a hotel reservationWe would like to thank them for the information received on October 13, The information included the itinerary number and email address associated with their hotel reservationOur records indicate on July 3, 2015, the customer self-booked a hotel reservation using the Expedia.com websiteAccommodations were at the [redacted] by Wyndham Union City/Atlanta Airport from September 25, 2015, to September 28, We understand from the complaint, the customer is requesting a refundExpedia.com acts only as an as a third party intermediary for travel providers such as hotels Expedia does not charge any cancellation or change fees for our hotels, however the hotel doesThe terms and conditions are agreed to by the customer at the time of booking and are listed on the customer’s itineraryCancellation or Change Policy • Cancellations or changes made after 3:PM (Eastern Daylight Time (US & Canada)) on September 25, are subject to a hotel fee equal to the first night's rate plus taxes and fees• Cancellations or changes made after cheon September 25, are subject to a hotel fee equal to 100% of the total amount paid for the reservationUpon receipt of the Revdex.com submission, we verified on September 26, 2015, the customer contacted Expedia stating upon arrival, the hotel did not have any rooms availableThe assisting representative contacted the hotel directly on behalf of the customer and was advised the customer arrived on September 26, 2015, at 4:59amThe status was already a “no-show” statusThe hotel refused a refund due to the terms and agreements agreed to by the customerOn October 3, 2015, an email was sent to the customer regarding the hotel response and their decision not to refundAs Expedia does not have the authority to override or to change the hotel’s policies we are unable to refund 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
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 meHowever I am concerned about Expedia having told me they can see my trips for and that they can clearly see I spent enough money to justify my claimI do not understand why the flight information is needed if the amount of money I have spent clearly shows what my status should beI have a day old email from Tier Customer Support that supports what my status should beI'm just really confused by their responseSincerely, [redacted]
August 9, 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 flight reservation We understand Mr [redacted] is requesting a refundOn July 30, 2016, we received receipt of the Revdex.com complaint Our records reflect on May 25, 2016, the customer self-booked a package reservation for [redacted] using Expedia.com Travel was on United Airlines, departing July 31, 2016, from Raleigh Durham, North Carolina to Chicago, Illinois; returning on August 5, 2016, from Chicago, Illinois to Raleigh Durham, North CarolinaA hotel stay at the Holiday Inn Express Chicago-Magnificent Mile, chedate July 31, 2016, check-out date August 5, Itinerary Number: [redacted] The customer is stating they encountered an error while booking the reservationThe customer is stating Expedia could only offer to cancel and rebook the customer; however Expedia could not honor the original cost of the flight We can confirm on July 30, 2016, the customer contacted Expedia, advising his last name was incorrect; it should be [redacted] not **Expedia advised the customer that United Airlines does not allow name corrections; however Expedia contacted the airlines on the customer’s behalfUnited Airlines advised no name changes are allowed and would consider the ticket as a lost value Expedia advised the customer to cancel and rebook the new flight with the correct name and as a one-time courtesy Expedia would refund the original flightExpedia advised the customer we could not honor the original cost of the flightThe customer agreed In reviewing the customer’s account on July 30, 2016, the customer self-booked a flight reservation for [redacted] Travel was on United Airlines, departing July 31, 2016, from Raleigh Durham, North Carolina to Chicago, Illinois; returning on August 5, 2016, from Chicago, Illinois to Raleigh Durham, North CarolinaItinerary Number: [redacted] Expedia did refund for the original flight reservation for itinerary number: [redacted] on July 30, 2016, in the amount of $ We can confirm the new flight reservation was used 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 travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policies 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 purchasingShould they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservation This gives Expedia the opportunity to provide an appropriate resolution Since this issue was resolved on July 30, and the customer was refunded for the itinerary number [redacted] for the flightExpedia will not honor the request for the refund Expedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue further We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Tier Customer Serice
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 would like request a further update within days.Sincerely, [redacted]
August 18, Revdex.com Northwest Complaint Department Re: Travelocity Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Travelocity regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionTravelocity is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you The information provided in the complaint that we received from your office was not sufficient to allow us to locate an account or an itinerary associated with the complaintAt this time we are requesting Mr [redacted] please provide an itinerary number for his booking and the email address associated with his Travelocity accountThis information will enable us to appropriately address the situation and upon receipt, Travelocity will be able to assist further Again, 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
June 23, 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 you Expedia is responding to the consumer complaint for Mr [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation On May 2, 2015, the customer self-booked a one-way flight reservation with travel protection for two travelers using Expedia’s website, itinerary [redacted] Travel was with [redacted] from Maui, Hawaii to San Francisco, CA, departing on May 26, On May 15, 2015, Mr [redacted] contacted Expedia and exchanged the tickets to a different destination, subject to the airline imposed penalty fee of $per person, for a total of $We understand he is requesting to receive a refund of the $penalty fees based on the travel insurance he purchased While we were unable to verify whether Expedia’s representative guaranteed a refund of the airline’s penalty fees at the time of exchange, Expedia is willing to issue a refund as an offer of good faith A refund in the amount of $was issued on June 23, 2015, back to the original form of paymentThe time it takes a refund to post to Mr [redacted] account depends on how quickly his credit card company processes refunds 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, Lidiya N [redacted] Tier Customer Service
July 21, Revdex.com E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio Complaint Department Re: Expedia Case #: O- [redacted] Itinerary [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 Ms [redacted] is writing regarding a coupon offer that did not correctly apply to her booking Our records reflect this matter was resolved on July 13, 2015, when Expedia processed an additional refund in the amount of $back to the customer’s original form of payment The time it takes to post the refund to her account depends on how quickly her credit card company processed refunds This refund, added to the original refund of $processed on July 4, provides the original $the customer should have received for the coupon offer she attempted to apply when booking her itinerary., It is never Expedia’s intent to inconvenience our customers and we do want to express our apologies to Ms [redacted] for this situationA previous agent added a $future travel coupon to her online account and we hope she will allow us the opportunity to improve upon her experience in the future 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
October 29, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentRe: 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 Mr [redacted] is expressing concern about the condition of the hotel property he recently stay in and is asking for a full refund of the amount paid for his reservationOn October 29, we contact the customer to acknowledge receipt of their Revdex.com complaintOur records indicate on the customer self-booked an Expedia Unpublished Rate hotel reservation online on October 8, 2015, located in Lancaster, Pennsylvania, from October 9, to October 12, The hotel provided was the [redacted] We understand from the complaint the customer has requested a refund of $357.06, the full price of his reservation.Expedia Unpublished Rate hotels appear in the search results after a customer executes a standalone hotel search on ExpediaThe customer chooses the area (as defined in the search parameters, with Map views and a mileage legend provided), star rating, price, and a few amenities, but the hotel name and address appear only after the booking is completed.Prior to entering credit card information at the time of booking, customers agree to the following hotel rules and restrictions:• Prices this low require us to hide the name until immediately after you book.• Your credit card will be charged for the full payment upon reservation.• Expedia Unpublished Rate Hotel bookings are final (no refunds, changes and cancellations)• Some hotels may charge resort or other fees 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 purchasingWe provide selection details on several pages for review, including the final payment screenExpedia.com serves as a third party 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 partnersHotels of varying star ratings utilize the intermediary services of Expedia.com and serve a variety of customers, with different budget needsWe provide both industry ratings and customer reviews, available for our customers to use in guiding their selections Opaque bookings are an opportunity for savings, but customers choosing to book through this program do so with the understanding that they are booking a non-refundable room and will not have opportunity to evaluate the ratings and reviews of the particular hotel prior to making a reservation On October 29, we once again attempted to speak to the manager of the hotel, who has previously denied the request to refund the customer when we advocated on his behalf The manager did not come to the phone and further attempts to reach him have not been answered Due to the rules and restrictions agreed to by Mr [redacted] at the time of booking, we are unable to offer a refund for this itineraryWe regret that our response cannot be more favorable.Mr [redacted] mentions having pictures to support his refund request and description of the state of the hotel While we can’t state they will change our decision, or allow us to provide a refund, if he would like to supply those pictures in a rebuttal, we will view them and revisit this issue 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 usSincerely,Roseanne G***Tier Customer Service
May 23, 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
Complaint: [redacted] I am rejecting this response because:Hi, sorry for the delayThe complaint has absolutely not been resolved and the company will never call me back or respondPlease help me, this is been a nightmare and I can't even use my account through Expedia still.Sincerely, [redacted]
May 27, Revdex.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 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 The information provided in the complaint that we received from your office was not sufficient to allow us to locate an account or an itinerary associated with Ms [redacted] ’s complaint At this time we are requesting Ms [redacted] please provide an itinerary number for his booking and the email address associated with his Expedia accountThis information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist further We thank you for allowing us the opportunity to address the issues 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] 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 meSincerely, [redacted] Thank you to the Revdex.com....after months of frustration with Expedia, the refund has been credited to my account.....I am convinced this would not have happened without the Revdex.com intervention.....again, thank you
July 1, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, 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 Our records reflect that on June 16, 2015, Mrs [redacted] booked a one-night stay at the [redacted] from June 16, through June 17, 2015.We understand from Mrs [redacted] complaint that she is requesting a refund for the hotel and a for a cab ride that her husband had taken Mrs [redacted] says when she booked the reservation for her husband; the booking representative advised her that the property had shuttle service to and from the airportShe says that Mr [redacted] was not happy with the [redacted] and checked out early as a result We regret to hear that Mr [redacted] vacation experience was not to his satisfactionWe have further researched Mrs [redacted] complaint and after giving the matter our full consideration we have issued a refund of $to the original form of paymentRefunds like this generally take 3-business days to post; depending on how quickly the credit card company processes refundsWe also issued an Expedia Travel Coupon valued at $for the inconvenience 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] Tier Customer Service
July 10, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: 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 her concerns were not resolved adequately by our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a vacation packageWe understand the customer is requesting a refund for the additional resort fees charged by the hotel On July 8, 2015, we attempted to contact the customer to acknowledge receipt of her Revdex.com complaint but were unable to reach herOur records indicate on June 5, 2015, the customer or an authorized user in the account self-booked a vacation package on Expedia.com for two adults traveling one-way from [redacted] , **, with US Airways, to [redacted] , **, with a connection in [redacted] , **, on June 19, Hotel reservations were with The ***- [redacted] checking in on June 19, 2015, and checking out on June 22, We can confirm on June 25, 2015, we received an email from the customer stating the hotel charged an additional $for the resort fee ($per night) that was not previously advertised A response was sent to the customer advising her to contact the hotel direct to discuss the charge furtherOn July 8, 2015, we were able to speak with a hotel representative at The ***- [redacted] who confirmed the resort fee was not updated at the time the customer booked her reservation As a result, the hotel is processing a refund in the amount of $to the original form of payment that was used to charge this fee The time that it takes the refund to process depends on how quickly the credit card company processes these requests We apologize for any misunderstanding that may have occurred as a result of the resort feesWe thank you for allowing us 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 usSincerely,Millicent F.Tier Customer Service
April 30, Better BusinessBureauAlaska, Oregon &Western Washington Complaint Department Re: Expedia Case #: O-*** Dear Better BusinessBureau, Thank you for takingthe time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to addressthe comments and concerns which have been brought to our attention Expedia, Incis disheartened the customerfelt their concerns were not resolved adequately by our company prior toseeking further actions from youExpedia, Incisresponding to the consumer complaint from [redacted] (Revdex.com case number [redacted] )regarding a package reservation for flight, hotel, and car rentalWeunderstand Mr [redacted] is stating the hotel portion of his itinerary wascancelled in error and he had no room reservation when he arrived for hisvacationOn April 28, 29, and 30, we contacted Customer to acknowledgereceipt of their Revdex.com complaint and request additional informationOur records indicate On3/16/the customer booked a package trip from Los Angeles to Hawaii flying [redacted] on April 14, with a car rental from [redacted] and ahotel stay at the [redacted] Honolulu, Hawaii, arriving onApril 14, checking out and returning to Los Angeles, CA on 4/20/ Itinerary [redacted] On 3/18/thecustomer contacted an Expedia agent to inquire about cancelling the entiretravel package due to a family issue The customer’s itinerary was non-refundable;however through the process of checking each portion of the itinerary, itappears the hotel was inadvertently cancelled in error We spoke with theguest reservations and accounting departments at the [redacted] and their records show the guest was moved to another of their properties thefirst night of his reservation and they then re-instated his reservation andprovided him with a room at the reserved property for the rest of hisstay They have indicated they havebilled Expedia for his entire stay and do not show charging the customer anyout of pocket charges for his accommodationsThere may have been incidental charges and/or resort fees that are notcharged to the customer when booking though Expedia, that he would have paid atcheck out Those are the customer’sresponsibility during any stay However, if thecustomer feels this information is incorrect, we will need for him to provide receiptsshowing that he had out of pocket costs for his basic room fees If he will provide those, Expedia will verifythem and provide a refund for anything he was charged due to the roomcancellation error, in excess of what the original room price of $$1128.90,which was part of his total itinerary cost of $3, In addition to any refund that may be offeredto the customer, pending provision of receipts, we have added an Expedia TravelCoupon in the amount of $to his Expedia account under his email address [redacted] @gmail.com Expedia Travel Coupons can be redeemed towardthe future purchase of an Expedia Special Rate Hotel either as a standalonereservation or in a Vacation PackageThe coupon is valid for one year from thedate of issue and is immediately accessible within your accountWe hope youwill allow us the opportunity to improve upon your experience in the futureExpedia truly regretsthe service Mr [redacted] received was less than satisfactory, while trying tocontact Expedia for assistance with this matter Comments such as his areread by numerous people within Expedia and help shape our policies andpractices It is never Expedia's intent to inconvenience our clients andit is disheartening when our clients feel we have not met the standards towhich we hold our organization and employees, as we attempt to provide the mostefficient, quality customer service available We would like to assureyou that your business is important to usWe thank you forallowing us the opportunity to address the issues that were brought to ourattention If you have any furtherquestions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] ***Tier CustomerService
January 30, Revdex.com Expedia– DuPont, WA 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 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 case number [redacted] ) regarding a refund Our records indicate that on April 29, 2016, Mr [redacted] or an authorized user of his account purchased two non-refundable, round-trip tickets online via Expedia.com, departing on July 2, 2016, from Los Angeles, California, travelling to Cancun, Mexico, and returning on July 6, 2016, via Dynamic Airways itinerary [redacted] We understand from Mr [redacted] complaint that Expedia cancelled his reservation and promised a full refundMr [redacted] claims that he has not received his refund as of yet and is now requesting said refund Upon receipt of Ms [redacted] complaint, we investigated the issues which were brought to our attentionWe can confirm that on July 1, 2016, Mr [redacted] contacted Expedia’s customer service to get assistance with his reservation because his flights were changed twice by Dynamic Airways and he wanted to cancel his reservation and receive a full refundAt that time, our representative contacted Dynamic Airways to see if they would allow a full refundOur representative was advised that Mr [redacted] return flight was cancelled due to Dynamic Airways no longer flying to Cancun, Mexico and that Mr [redacted] will receive a full refund After further researching this matter, we are pleased to confirm that Dynamic Airways processed a refund in the amount of $for both cancelled tickets on January 25, 2017, back to the original form of payment ending in ***The time it takes Mr [redacted] to receive said funds will depend on his credit card company or banking institutionWe ask that Mr [redacted] , please allow at least two billing cycles Based on the above, Expedia is unable to honor Mr [redacted] refund request, as Dynamic Airways has refunded him in fullAgain, 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, LaToya J [redacted] Corporate Customer Service
May 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 hotel reservation We understand Mr [redacted] is requesting a refund On May 3, 2016, we contacted Mr [redacted] to acknowledge receipt of the Revdex.com complaint Our records reflect on February 2, 2016, the customer self-booked a pay later hotel reservation, using Expedia.com The hotel stay was at the Millennium Taiba Hotel Madinah, chedate February 23, 2016, check-out date February 26, The customer is stating they submitted a Best Price Guarantee claim; however has not received the refund for the difference Upon further researching this matter, we can confirm on February 2, 2016, the customer submitted a Best Price Guarantee claim to Expedia with an attachment On that same day, our agent replied to the customer, advising we will contact him within hours On February 7, 2016, Expedia replied to the customer, advising, his attachment does not qualify for the Best Price Guarantee The claim must have hotel detailed information, including dates and number of guest On that same day, the customer replied, advising they have additional attachments, reflecting the detailed information The customer’s email did have the attachments On February 10, 2016, Expedia replied to the customer, advising, the Best Price Guarantee claim that was submitted does qualify for the Best Price Guarantee The customer was advised; they will receive a refund in the amount of $ and will be processed within days after the trip is completed Our agent also, advised the customer to send a copy of the hotel receipt showing what the hotel charged the customer Our agent advised the customer, they also qualify for the $coupon, and it will be added to his account within weeks after the trip is completed Expedia can confirm the customer emailed and contacted us several times, regarding his refund and coupon In reviewing Mr [redacted] account the customer was refunded for the Best Price Guarantee on April 18, in the amount of $ The coupon of $was added to the customer’s account, and it is still active On May 3, 2016, Expedia contacted the customer to advise him of the refund and coupon The customer advised that he did receive the refund and coupon and considers the Revdex.com complaint as 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, Delia K [redacted] Tier Customer Service
Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for your responseWe have reviewed the documentation/new information provided to further address [redacted] ***’s concerns On July 25, 2016, Expedia contacted United Airlines; they advised the correct ticket number for [redacted] is [redacted] The other ticket number [redacted] is not valid and the customer was not charged United Airlines advised, to make sure the customer prints out the correct ticket number ending *** We thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: this is an unsatisfactory repsonseExpedia has refused to work with me to get anything resolved; instead, they point me in the direction of another party and I'm forced to jump through hoops Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:This is a highly unsatisfactory response, evidencing Expedia's practice of deflecting rightful claims by designThe facts are:Expedia and/ or the hotel sold us a vacation based on advertisingExpedia and / or the hotel divert the wrongdoing to each otherBy way of which Expedia leaves customers without any recourseIn addition, Expedia deflects rightful customer claims with a practically not accessible "service line"This effectively makes any Expedia sale final without mentioning this important condition in their T&CsIronically, offering us "compensation" of one night in the same hotel that never was what was advertised, a hotel that was the very cause of complaint, and a hotel we never would want to stay at again.Please advise on next steps to enforce our rights and most importantly protect other customers from this unethical business practice.Sincerely, [redacted] ***
October 14, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer reply from [redacted] Expedia, Incis responding to the consumer complaint Revdex.com case number [redacted] regarding a hotel reservationWe would like to thank them for the information received on October 13, The information included the itinerary number and email address associated with their hotel reservationOur records indicate on July 3, 2015, the customer self-booked a hotel reservation using the Expedia.com websiteAccommodations were at the [redacted] by Wyndham Union City/Atlanta Airport from September 25, 2015, to September 28, We understand from the complaint, the customer is requesting a refundExpedia.com acts only as an as a third party intermediary for travel providers such as hotels Expedia does not charge any cancellation or change fees for our hotels, however the hotel doesThe terms and conditions are agreed to by the customer at the time of booking and are listed on the customer’s itineraryCancellation or Change Policy • Cancellations or changes made after 3:PM (Eastern Daylight Time (US & Canada)) on September 25, are subject to a hotel fee equal to the first night's rate plus taxes and fees• Cancellations or changes made after cheon September 25, are subject to a hotel fee equal to 100% of the total amount paid for the reservationUpon receipt of the Revdex.com submission, we verified on September 26, 2015, the customer contacted Expedia stating upon arrival, the hotel did not have any rooms availableThe assisting representative contacted the hotel directly on behalf of the customer and was advised the customer arrived on September 26, 2015, at 4:59amThe status was already a “no-show” statusThe hotel refused a refund due to the terms and agreements agreed to by the customerOn October 3, 2015, an email was sent to the customer regarding the hotel response and their decision not to refundAs Expedia does not have the authority to override or to change the hotel’s policies we are unable to refund 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
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 meHowever I am concerned about Expedia having told me they can see my trips for and that they can clearly see I spent enough money to justify my claimI do not understand why the flight information is needed if the amount of money I have spent clearly shows what my status should beI have a day old email from Tier Customer Support that supports what my status should beI'm just really confused by their responseSincerely, [redacted]
August 9, 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 flight reservation We understand Mr [redacted] is requesting a refundOn July 30, 2016, we received receipt of the Revdex.com complaint Our records reflect on May 25, 2016, the customer self-booked a package reservation for [redacted] using Expedia.com Travel was on United Airlines, departing July 31, 2016, from Raleigh Durham, North Carolina to Chicago, Illinois; returning on August 5, 2016, from Chicago, Illinois to Raleigh Durham, North CarolinaA hotel stay at the Holiday Inn Express Chicago-Magnificent Mile, chedate July 31, 2016, check-out date August 5, Itinerary Number: [redacted] The customer is stating they encountered an error while booking the reservationThe customer is stating Expedia could only offer to cancel and rebook the customer; however Expedia could not honor the original cost of the flight We can confirm on July 30, 2016, the customer contacted Expedia, advising his last name was incorrect; it should be [redacted] not **Expedia advised the customer that United Airlines does not allow name corrections; however Expedia contacted the airlines on the customer’s behalfUnited Airlines advised no name changes are allowed and would consider the ticket as a lost value Expedia advised the customer to cancel and rebook the new flight with the correct name and as a one-time courtesy Expedia would refund the original flightExpedia advised the customer we could not honor the original cost of the flightThe customer agreed In reviewing the customer’s account on July 30, 2016, the customer self-booked a flight reservation for [redacted] Travel was on United Airlines, departing July 31, 2016, from Raleigh Durham, North Carolina to Chicago, Illinois; returning on August 5, 2016, from Chicago, Illinois to Raleigh Durham, North CarolinaItinerary Number: [redacted] Expedia did refund for the original flight reservation for itinerary number: [redacted] on July 30, 2016, in the amount of $ We can confirm the new flight reservation was used 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 travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policies 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 purchasingShould they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservation This gives Expedia the opportunity to provide an appropriate resolution Since this issue was resolved on July 30, and the customer was refunded for the itinerary number [redacted] for the flightExpedia will not honor the request for the refund Expedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue further We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Tier Customer Serice
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 would like request a further update within days.Sincerely, [redacted]
August 18, Revdex.com Northwest Complaint Department Re: Travelocity Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Travelocity regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionTravelocity is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you The information provided in the complaint that we received from your office was not sufficient to allow us to locate an account or an itinerary associated with the complaintAt this time we are requesting Mr [redacted] please provide an itinerary number for his booking and the email address associated with his Travelocity accountThis information will enable us to appropriately address the situation and upon receipt, Travelocity will be able to assist further Again, 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
June 23, 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 you Expedia is responding to the consumer complaint for Mr [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation On May 2, 2015, the customer self-booked a one-way flight reservation with travel protection for two travelers using Expedia’s website, itinerary [redacted] Travel was with [redacted] from Maui, Hawaii to San Francisco, CA, departing on May 26, On May 15, 2015, Mr [redacted] contacted Expedia and exchanged the tickets to a different destination, subject to the airline imposed penalty fee of $per person, for a total of $We understand he is requesting to receive a refund of the $penalty fees based on the travel insurance he purchased While we were unable to verify whether Expedia’s representative guaranteed a refund of the airline’s penalty fees at the time of exchange, Expedia is willing to issue a refund as an offer of good faith A refund in the amount of $was issued on June 23, 2015, back to the original form of paymentThe time it takes a refund to post to Mr [redacted] account depends on how quickly his credit card company processes refunds 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, Lidiya N [redacted] Tier Customer Service
July 21, Revdex.com E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio Complaint Department Re: Expedia Case #: O- [redacted] Itinerary [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 Ms [redacted] is writing regarding a coupon offer that did not correctly apply to her booking Our records reflect this matter was resolved on July 13, 2015, when Expedia processed an additional refund in the amount of $back to the customer’s original form of payment The time it takes to post the refund to her account depends on how quickly her credit card company processed refunds This refund, added to the original refund of $processed on July 4, provides the original $the customer should have received for the coupon offer she attempted to apply when booking her itinerary., It is never Expedia’s intent to inconvenience our customers and we do want to express our apologies to Ms [redacted] for this situationA previous agent added a $future travel coupon to her online account and we hope she will allow us the opportunity to improve upon her experience in the future 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
October 29, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentRe: 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 Mr [redacted] is expressing concern about the condition of the hotel property he recently stay in and is asking for a full refund of the amount paid for his reservationOn October 29, we contact the customer to acknowledge receipt of their Revdex.com complaintOur records indicate on the customer self-booked an Expedia Unpublished Rate hotel reservation online on October 8, 2015, located in Lancaster, Pennsylvania, from October 9, to October 12, The hotel provided was the [redacted] We understand from the complaint the customer has requested a refund of $357.06, the full price of his reservation.Expedia Unpublished Rate hotels appear in the search results after a customer executes a standalone hotel search on ExpediaThe customer chooses the area (as defined in the search parameters, with Map views and a mileage legend provided), star rating, price, and a few amenities, but the hotel name and address appear only after the booking is completed.Prior to entering credit card information at the time of booking, customers agree to the following hotel rules and restrictions:• Prices this low require us to hide the name until immediately after you book.• Your credit card will be charged for the full payment upon reservation.• Expedia Unpublished Rate Hotel bookings are final (no refunds, changes and cancellations)• Some hotels may charge resort or other fees 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 purchasingWe provide selection details on several pages for review, including the final payment screenExpedia.com serves as a third party 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 partnersHotels of varying star ratings utilize the intermediary services of Expedia.com and serve a variety of customers, with different budget needsWe provide both industry ratings and customer reviews, available for our customers to use in guiding their selections Opaque bookings are an opportunity for savings, but customers choosing to book through this program do so with the understanding that they are booking a non-refundable room and will not have opportunity to evaluate the ratings and reviews of the particular hotel prior to making a reservation On October 29, we once again attempted to speak to the manager of the hotel, who has previously denied the request to refund the customer when we advocated on his behalf The manager did not come to the phone and further attempts to reach him have not been answered Due to the rules and restrictions agreed to by Mr [redacted] at the time of booking, we are unable to offer a refund for this itineraryWe regret that our response cannot be more favorable.Mr [redacted] mentions having pictures to support his refund request and description of the state of the hotel While we can’t state they will change our decision, or allow us to provide a refund, if he would like to supply those pictures in a rebuttal, we will view them and revisit this issue 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 usSincerely,Roseanne G***Tier Customer Service
May 23, 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
Complaint: [redacted] I am rejecting this response because:Hi, sorry for the delayThe complaint has absolutely not been resolved and the company will never call me back or respondPlease help me, this is been a nightmare and I can't even use my account through Expedia still.Sincerely, [redacted]
May 27, Revdex.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 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 The information provided in the complaint that we received from your office was not sufficient to allow us to locate an account or an itinerary associated with Ms [redacted] ’s complaint At this time we are requesting Ms [redacted] please provide an itinerary number for his booking and the email address associated with his Expedia accountThis information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist further We thank you for allowing us the opportunity to address the issues 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] 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 meSincerely, [redacted] Thank you to the Revdex.com....after months of frustration with Expedia, the refund has been credited to my account.....I am convinced this would not have happened without the Revdex.com intervention.....again, thank you
July 1, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, 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 Our records reflect that on June 16, 2015, Mrs [redacted] booked a one-night stay at the [redacted] from June 16, through June 17, 2015.We understand from Mrs [redacted] complaint that she is requesting a refund for the hotel and a for a cab ride that her husband had taken Mrs [redacted] says when she booked the reservation for her husband; the booking representative advised her that the property had shuttle service to and from the airportShe says that Mr [redacted] was not happy with the [redacted] and checked out early as a result We regret to hear that Mr [redacted] vacation experience was not to his satisfactionWe have further researched Mrs [redacted] complaint and after giving the matter our full consideration we have issued a refund of $to the original form of paymentRefunds like this generally take 3-business days to post; depending on how quickly the credit card company processes refundsWe also issued an Expedia Travel Coupon valued at $for the inconvenience 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] Tier Customer Service
July 10, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: 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 her concerns were not resolved adequately by our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a vacation packageWe understand the customer is requesting a refund for the additional resort fees charged by the hotel On July 8, 2015, we attempted to contact the customer to acknowledge receipt of her Revdex.com complaint but were unable to reach herOur records indicate on June 5, 2015, the customer or an authorized user in the account self-booked a vacation package on Expedia.com for two adults traveling one-way from [redacted] , **, with US Airways, to [redacted] , **, with a connection in [redacted] , **, on June 19, Hotel reservations were with The ***- [redacted] checking in on June 19, 2015, and checking out on June 22, We can confirm on June 25, 2015, we received an email from the customer stating the hotel charged an additional $for the resort fee ($per night) that was not previously advertised A response was sent to the customer advising her to contact the hotel direct to discuss the charge furtherOn July 8, 2015, we were able to speak with a hotel representative at The ***- [redacted] who confirmed the resort fee was not updated at the time the customer booked her reservation As a result, the hotel is processing a refund in the amount of $to the original form of payment that was used to charge this fee The time that it takes the refund to process depends on how quickly the credit card company processes these requests We apologize for any misunderstanding that may have occurred as a result of the resort feesWe thank you for allowing us 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 usSincerely,Millicent F.Tier Customer Service
April 30, Better BusinessBureauAlaska, Oregon &Western Washington Complaint Department Re: Expedia Case #: O-*** Dear Better BusinessBureau, Thank you for takingthe time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to addressthe comments and concerns which have been brought to our attention Expedia, Incis disheartened the customerfelt their concerns were not resolved adequately by our company prior toseeking further actions from youExpedia, Incisresponding to the consumer complaint from [redacted] (Revdex.com case number [redacted] )regarding a package reservation for flight, hotel, and car rentalWeunderstand Mr [redacted] is stating the hotel portion of his itinerary wascancelled in error and he had no room reservation when he arrived for hisvacationOn April 28, 29, and 30, we contacted Customer to acknowledgereceipt of their Revdex.com complaint and request additional informationOur records indicate On3/16/the customer booked a package trip from Los Angeles to Hawaii flying [redacted] on April 14, with a car rental from [redacted] and ahotel stay at the [redacted] Honolulu, Hawaii, arriving onApril 14, checking out and returning to Los Angeles, CA on 4/20/ Itinerary [redacted] On 3/18/thecustomer contacted an Expedia agent to inquire about cancelling the entiretravel package due to a family issue The customer’s itinerary was non-refundable;however through the process of checking each portion of the itinerary, itappears the hotel was inadvertently cancelled in error We spoke with theguest reservations and accounting departments at the [redacted] and their records show the guest was moved to another of their properties thefirst night of his reservation and they then re-instated his reservation andprovided him with a room at the reserved property for the rest of hisstay They have indicated they havebilled Expedia for his entire stay and do not show charging the customer anyout of pocket charges for his accommodationsThere may have been incidental charges and/or resort fees that are notcharged to the customer when booking though Expedia, that he would have paid atcheck out Those are the customer’sresponsibility during any stay However, if thecustomer feels this information is incorrect, we will need for him to provide receiptsshowing that he had out of pocket costs for his basic room fees If he will provide those, Expedia will verifythem and provide a refund for anything he was charged due to the roomcancellation error, in excess of what the original room price of $$1128.90,which was part of his total itinerary cost of $3, In addition to any refund that may be offeredto the customer, pending provision of receipts, we have added an Expedia TravelCoupon in the amount of $to his Expedia account under his email address [redacted] @gmail.com Expedia Travel Coupons can be redeemed towardthe future purchase of an Expedia Special Rate Hotel either as a standalonereservation or in a Vacation PackageThe coupon is valid for one year from thedate of issue and is immediately accessible within your accountWe hope youwill allow us the opportunity to improve upon your experience in the futureExpedia truly regretsthe service Mr [redacted] received was less than satisfactory, while trying tocontact Expedia for assistance with this matter Comments such as his areread by numerous people within Expedia and help shape our policies andpractices It is never Expedia's intent to inconvenience our clients andit is disheartening when our clients feel we have not met the standards towhich we hold our organization and employees, as we attempt to provide the mostefficient, quality customer service available We would like to assureyou that your business is important to usWe thank you forallowing us the opportunity to address the issues that were brought to ourattention If you have any furtherquestions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] ***Tier CustomerService
January 30, Revdex.com Expedia– DuPont, WA 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 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 case number [redacted] ) regarding a refund Our records indicate that on April 29, 2016, Mr [redacted] or an authorized user of his account purchased two non-refundable, round-trip tickets online via Expedia.com, departing on July 2, 2016, from Los Angeles, California, travelling to Cancun, Mexico, and returning on July 6, 2016, via Dynamic Airways itinerary [redacted] We understand from Mr [redacted] complaint that Expedia cancelled his reservation and promised a full refundMr [redacted] claims that he has not received his refund as of yet and is now requesting said refund Upon receipt of Ms [redacted] complaint, we investigated the issues which were brought to our attentionWe can confirm that on July 1, 2016, Mr [redacted] contacted Expedia’s customer service to get assistance with his reservation because his flights were changed twice by Dynamic Airways and he wanted to cancel his reservation and receive a full refundAt that time, our representative contacted Dynamic Airways to see if they would allow a full refundOur representative was advised that Mr [redacted] return flight was cancelled due to Dynamic Airways no longer flying to Cancun, Mexico and that Mr [redacted] will receive a full refund After further researching this matter, we are pleased to confirm that Dynamic Airways processed a refund in the amount of $for both cancelled tickets on January 25, 2017, back to the original form of payment ending in ***The time it takes Mr [redacted] to receive said funds will depend on his credit card company or banking institutionWe ask that Mr [redacted] , please allow at least two billing cycles Based on the above, Expedia is unable to honor Mr [redacted] refund request, as Dynamic Airways has refunded him in fullAgain, 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, LaToya J [redacted] Corporate Customer Service
May 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 hotel reservation We understand Mr [redacted] is requesting a refund On May 3, 2016, we contacted Mr [redacted] to acknowledge receipt of the Revdex.com complaint Our records reflect on February 2, 2016, the customer self-booked a pay later hotel reservation, using Expedia.com The hotel stay was at the Millennium Taiba Hotel Madinah, chedate February 23, 2016, check-out date February 26, The customer is stating they submitted a Best Price Guarantee claim; however has not received the refund for the difference Upon further researching this matter, we can confirm on February 2, 2016, the customer submitted a Best Price Guarantee claim to Expedia with an attachment On that same day, our agent replied to the customer, advising we will contact him within hours On February 7, 2016, Expedia replied to the customer, advising, his attachment does not qualify for the Best Price Guarantee The claim must have hotel detailed information, including dates and number of guest On that same day, the customer replied, advising they have additional attachments, reflecting the detailed information The customer’s email did have the attachments On February 10, 2016, Expedia replied to the customer, advising, the Best Price Guarantee claim that was submitted does qualify for the Best Price Guarantee The customer was advised; they will receive a refund in the amount of $ and will be processed within days after the trip is completed Our agent also, advised the customer to send a copy of the hotel receipt showing what the hotel charged the customer Our agent advised the customer, they also qualify for the $coupon, and it will be added to his account within weeks after the trip is completed Expedia can confirm the customer emailed and contacted us several times, regarding his refund and coupon In reviewing Mr [redacted] account the customer was refunded for the Best Price Guarantee on April 18, in the amount of $ The coupon of $was added to the customer’s account, and it is still active On May 3, 2016, Expedia contacted the customer to advise him of the refund and coupon The customer advised that he did receive the refund and coupon and considers the Revdex.com complaint as 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, Delia K [redacted] Tier Customer Service
Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for your responseWe have reviewed the documentation/new information provided to further address [redacted] ***’s concerns On July 25, 2016, Expedia contacted United Airlines; they advised the correct ticket number for [redacted] is [redacted] The other ticket number [redacted] is not valid and the customer was not charged United Airlines advised, to make sure the customer prints out the correct ticket number ending *** We thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: this is an unsatisfactory repsonseExpedia has refused to work with me to get anything resolved; instead, they point me in the direction of another party and I'm forced to jump through hoops Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:This is a highly unsatisfactory response, evidencing Expedia's practice of deflecting rightful claims by designThe facts are:Expedia and/ or the hotel sold us a vacation based on advertisingExpedia and / or the hotel divert the wrongdoing to each otherBy way of which Expedia leaves customers without any recourseIn addition, Expedia deflects rightful customer claims with a practically not accessible "service line"This effectively makes any Expedia sale final without mentioning this important condition in their T&CsIronically, offering us "compensation" of one night in the same hotel that never was what was advertised, a hotel that was the very cause of complaint, and a hotel we never would want to stay at again.Please advise on next steps to enforce our rights and most importantly protect other customers from this unethical business practice.Sincerely, [redacted] ***