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Expedia Reviews (1080)

Hello Revdex.com,I am pleased to provide assistance with case # [redacted] Below are the findings and resolution to the case:Customer Complaint:The customer states she was told by Expedia they could not modify the departure date and that there was no way to change the reservation based on their contractIn the complaint filed, the customer mentioned she has called the hotel directly who advised they can give Expedia approval to change the reservation if they receive an email request from ExpediaOnce the hotel has the email request, the hotel will send Expedia written approval for this departure date change and written confirmation they will not bill Expedia for the last two nights The customer originally requested to change her departure date from January 3, to January 1, Since this date has already passed, the customer is requesting a refund for the last two nights of her reservation, totaling $1,USDFindings:According to our records, on January 3, 2015, the hotel has confirmed that they have only charged Expedia for four nights of the reservation and approved a refund for the last two nights Resolution: Because we have received verification from the property approving a refund, on January 5, 2016, I have issued a refund for the last two nights of the reservationThis refund, in the amount of $1,USD, will process within hours and will return to the form of payment, used at the time of booking, within 3-days or on the next billing cycle.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Thank you,Mathew K.Customer Relations Specialist

Complaint: [redacted] I am rejecting this response because: There is no resolution and answer of the posted questions, however I appreciate and thank Revdex.com for the support of addressing this matter Sincerely, [redacted]

September 28, 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 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 hotel reservation We understand the customer is requesting a refund due to our Best Price GuaranteeOn September 28, 2015, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaintThe customer could not be reached and a voicemail was left Our records indicate on September 9, 2015, the customer self-booked a hotel reservation, itinerary number [redacted] , on Expedia websiteHotel stay was at the [redacted] , a C-Two Hotel in San Francisco, California, for cheon September 10, 2015, and check-out on September 17, We can confirm the customer contacted us via email on September 9, 2015, regarding the best price guarantee and the claim was denied Per the terms & conditions of Expedia’s Best Price Guarantee, for the lower price to be honored, both bookings must match up apples-to-apples (same hotel/dates/room type/booking type & cancellation policy) After reviewing the screenshot the customer submitted within the Best Price Guarantee claim, all required information (such as the hotel’s cancellation policy and the full price including taxes and fees) is was not provided and therefore do did not qualifyWe stand by our previous decision and will not be honoring the customer’s Best Price Guarantee claim The full terms and conditions of Expedia’s Best Price Guarantee can be reviewed at any time by clicking: http://www.expedia.com/p/info-other/guarantees#1?mcicid=hp.bpg 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, Britt M [redacted] Tier Customer Service

Complaint: [redacted] I am rejecting this response because: Expedia claims that a $refund was given, to the account I used in booking the trip, and even sent me a "receipt email" listing the "refund details" including the date of supposed refund 6/16/16, that it was to a visa and the cardholder name In reality, there has been no refund posted to my cardI even waited a full business say to reply in hopes that it would postExpedia has claimed falsely to have actually refund any of my money.Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: It is not at all helpful.Sincerely, [redacted]

June 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 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 [redacted] * [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationOur records indicate that on February 9, 2017, the customer self-booked a package reservation, along with travel insurance, through the Expedia.com websiteTravel was with United Airlines and accommodations were at the [redacted] We understand from the complaint the customer is requesting a refundAs Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choiceEach airline has its own specific set of policies and procedures as does each ticket purchasedUnited Airlines was the operating carrier and merchant of record (the entity that received the customer’s funds and the company charging the customer’s credit card), not ExpediaExpedia 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 screenThe travel Insurance as noted in the Plan Coverage tab, Expedia only covers pre-trip cancellation as follows: Change or Cancel for Any Reason The Policyholder Vacation Waiver helps protect you against life’s unexpected occurrencesYour group is allowed to change or cancel your trip for any reason one (1) time prior to the scheduled start time [redacted] of your trip without being charged any change or cancellation feesIf canceling, any monies paid will be returned to the customer who booked the travel except the cost of published airfare, which may be made available as a credit for future travel[redacted] Note: The waiver is valid once you have paid the appropriate waiver cost and your booking is confirmed**For a published air ticket, credit may be issued per applicable airline policies less airline change fees, and Policyholder will absorb the change feesThe actual airfare could be higher at the time of rebooking; in that event the price differential would be your responsibilityYou are allowed to change or cancel your trip for any reason one (1) time prior to the start of your trip • You must call Policyholder Customer Service at 1-800-397-to cancel or change your vacation packageTerms & Conditions The Policyholder Vacation Waiver is valid for redemption only by the person(s) named on the voucherIt is not transferable, has no cash value, and may be redeemed only onceThe Policyholder Vacation Waiver must be purchased at the time of booking; waivers cannot be purchased after bookingThe redemption excludes the price of the Policyholder Vacation WaiverIf you change or cancel your trip for ANY REASON prior to the scheduled start time [redacted] of your trip, all package cancellation fees imposed by the Booking Agent will be waived, except the cost of Published Air During the booking process the website provides: • Tickets are nonrefundable and nontransferable• Please read the complete penalty rules for changes and cancellationsapplicable to this fare• View Cancellation Plan terms, conditions and plan sponsorsand • By selecting to complete this booking I acknowledge that I have read and accept the above Rules & Restrictions, Terms of Useand Privacy PolicyThe customer’s confirmed itinerary also states the insurance terms and conditionsOn April 26, 2017, Expedia processed a refund in the amount of $and on June 27, 2017, a refund in the amount of $On June 26, 2017, the customer was sent an email that details the airline creditAs we must abide by the terms and conditions agreed to at the time of booking, Expedia is unable to issue a refund as requestedWe thank you for allowing us the opportunity to address the issues which have been 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

July 25, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservation As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely, Tier Customer Service

Revdex.com 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, 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 reservations As 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

March 24, 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 Case number [redacted] ) regarding a hotel reservation Our records indicate the customer self-booked a Hotel Collect reservation using the Expedia.com websiteAccommodations were at the [redacted] from March 11, 2016, to March 13, We understand from the complaint, the customer is requesting compensation due to a missing reservationAs this particular reservation was a Hotel Collect reservation, no money was charged to the customer by ExpediaOur system does provide documentation the hotel was sent notification: • FEB 05:PM PST However, we apologize for any inconvenience this may have causedOn March 7, 2016, the customer accepted a $Travel coupon which was provided to the customer’s Expedia accountIn addition, upon receipt, Expedia will refund the Alaska Air exchange fee that the customer incurred for exchanging his ticket creditWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service

Complaint: [redacted] I am rejecting this response because: Expedia's response for sterile and incorrect They did address the fact that I had to call and remain on hold separate times to speak with anyone I was transferred many times, calls dropped and told to call back in hours Expedia took NO responsibility for the loss of the reservation, would not address the issue by assisting with a new reservation and left me in a strange city with no reservation at 7:at night The $coupon they offered was of no resolution or assistance I could not use it at the time when making a new reservation at another property The new reservation was made by phone and at a much higher rate than I had booked in advance with Expedia I also incurred additional costs to get to the new property as well as to my appointment the next day because the new property was further awayThis is not acceptable service and I expect to pursue this further Thank you for your assistance I would like to ensure that Expedia provides the service they offer or they should not be rated well with Revdex.com or any other customer watchdog service[redacted] Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Seven days later, and no refund was made and no confirmation that a refund from Azul Airlines is in progress A timeline of two billing cycles is not acceptable considering that the refund was requested five months agoAn expedited refund is the least that Expedia could provide Expedia didn’t mention the $insurance fee for which I also requested a refundThe Airline service was cancelled and I could have used the insurance service to help me with the return flight expensesHowever, I believed that I would receive the offered refund and I bought another return ticketIt has been months since I requested a refund and Expedia conveniently as a “third party company” doesn’t have a mechanism to make it happenWorst of all, If Expedia communicated with the airline on previous occasions about the issue, Expedia failed terribly doing its job as an intermediary not communicating with me, YOUR customer Sincerely, [redacted]

June 1, Revdex.comAlaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O-*** Dear Revdex.com, Thank you for taking the time to contactExpedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us toaddress the comments and concerns which have been brought to ourattention Expedia, Incisdisheartened the customer felt their concerns were not resolved adequately byour company prior to seeking further actions from youExpedia, Incis responding to the consumercomplaint from [redacted] (Revdex.com case number [redacted] ) regarding a refundrequest We understand Mr [redacted] is expressing concerns regarding airline charges for seating assignmentchoice and airline flight change fees OnJune 1, we attempted to contact the customer to acknowledge receipt oftheir Revdex.com complaint Our records reflect the customer used ouronline self-service tool to book a flight reservation departing fromBaltimore, Maryland to Grand Rapids, Michigan via Chicago, Illinois, which hereports was interrupted by airline flight changes The flight pricing as well as the airline’srules and restrictions of the flight were agreed to upon payment submission,including the airline penalty of $per person for any changes orcancellation of the reservation With regards to the assigned seating, theairline retains total control over the seat selection and/or seat assignmentsfor all flight reservationsExpedia makes every effort to assign seats andpreferences to all of our customers, as we do recognize the importance ofreceiving preferred airline seatingRegrettably, there are times that we areunable to assign seats due to restrictions placed on the reservation by theairlineIn these circumstances, seats will only be assigned upon check-in.Customers can contact the airline directly at any time and occasionally, theairline will assign seats in advance; however a majority of the time, theairline will advise customers that they need to wait until the day ofdeparture, or the airlines may provide assigned seating, at their discretion,for an additional chargeExpedia.com serves as a third partyintermediary for travel providers such as airline vendors; as such we mustabide by and enforce the terms and conditions set forth by our partners, anddo not have the authority to override or to change their policies For all airlineflights, the airlines are the Merchant of Record for any financialtransaction, i.ethe company who charges the customer’s credit card As such, all requests for refunds, orcompensation for flight related issues, must be directed to theairlines Expediaregrets the customer’s flight reservation was affected by an airline schedulechange, and we hope that our relationship with the customer will not benegatively affected However, Expedia willbe unable to offer any compensation or consideration for this matterWe thank you for allowing us theopportunity to address the issues that were brought to our attention If you have any further questions orconcerns regarding this matter, please feel free to contact us Sincerely, [redacted] ***Tier Customer Service

November 4, 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 [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationOur records indicate on July 21, 2016, the customer self-booked a hotel reservation through the Expedia.com websiteAccommodations were at the [redacted] Hotel from July 26, 2016, to July 27, We understand from the complaint, the customer is requesting a refundPlease note that Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersWe do not own or operate any hotels, and we do not set any policiesWe hope the customer understands that we must adhere to the policies dictated by the hotelUpon receipt of the Revdex.com submission, we have verified that at the time of booking, the customer agreed to the hotel’s terms and conditions which also can be found on the face of their itinerary: • Cancellation and Change Policy: Non Refundable The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refundedCancellations or changes made after cheare subject to a hotel fee equal to 100% of the total amount paid for the reservationOn July 22, 2016, the customer contacted Expedia requesting a refundThe Expedia representative contacted the hotel directly on behalf of the customer and Expedia was advised that they denied to refund based on the hotel’s term and agreementsAs Expedia paid the hotel for this reservation and as we must abide by the terms and conditions agreed to at the time of booking, Expedia is unable to issue a 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, [redacted] Tier Customer Service

May 25, 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 Ms [redacted] is requesting a refundOn May 08, 2016, we received the receipt of the Revdex.com complaint Our records reflect on July 7, 2015, the customer self-booked a flight reservation for [redacted] ***, using Expedia.comTravel was on United Airlines, departing July 20, 2015, from Newark, New Jersey to San Jose, California; returning on October 20, 2015, from San Jose, California to Newark, New JerseyThe customer is stating that they were advised that they had a flight credit, however have not been able to rebook using the flight credit Upon further researching the matter, we can confirm on October 14, 2015, the customer contacted Expedia, needing to cancel the returning flightOur agent advised the flight was nonrefundable; however the customer would have a flight creditOur agent advised the change fee of $200.00, plus any fare differenceThe customer understood our agent canceled the returning flight On May 4, 2016, the customer contacted Expedia, wanting to rebook using the flight creditOur agent advised the customer since the outbound flight was usedThe remaining ***ue of the ticket was $and the new fare price at $Our agent advised the customer the total add collect was at $The customer understood and agreed to process the exchangeOur agent re-capped the new date for the return as May 28, 2016, from Panama City, Panama to Newark, New Jersey with United Airlines Our agent sent the new itinerary information to [redacted] @gmail.com, which is the email address linked to the customer’s account In reviewing Ms***’s account, the original ticket was exchanged using the customer flight credit and the ticket is confirmed and active for travel on May 28, 2016, from Panama City, Panama to Newark, New Jersey with United Airlines Since the flight reservation was exchanged and the flight credit was used, Expedia cannot honor the request for the refund 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: [redacted] I am rejecting this response because: first of all you were not suppose to be deducting from my card (that is fraud) second there was no where with your company or expedia that there was a 30% cancellation fee Expedia responded with the percentage is taken if cancelled days prior to reservation date This is months prior to reservation date Sincerely, [redacted] ***

October 12, 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 [redacted] is requesting a refundOn October 7, 2016, we received receipt of the Revdex.com complaint Our records reflect on August 30, 2016, the customer self-booked a flight reservation for [redacted] , [redacted] , [redacted] , [redacted] Travel was on China Airlines, departing September 26, 2016, from Manila, Philippines to Tokyo, Japan; returning on October 1, 2016, from Tokyo, Japan to Manila, PhilippinesThe customer is stating they contacted Expedia to cancel one traveler from the flightThe customer is stating Expedia advised the customer would be refund; however the customer has not received the refund Upon further researching this matter, we have no record the customer contacted Expedia to cancel one traveler from the flight reservation In reviewing the customer’s account the travelers for [redacted] , [redacted] , [redacted] all used the flightThe traveler for [redacted] did not Based on the airline policy the ticket is refundable minus a cancellation fee of $On October 12, 2016, Expedia submitted the refund request to China Airlines The timeframe for the refund is up to 8-weeks from the airline; which is a standard timeframe for all airlines We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Tier Customer Service

November 29, 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 [redacted] is requesting a refundOn November 25, 2016, we received receipt of the Revdex.com complaint Our records reflect on October 20, 2016, the customer self-booked a flight reservation for Nagwa FanousTravel is on Egypt Air, departing November 19, 2016, from Cairo, Egypt to New York; returning on January 3, 2017, from New York to Cairo, EgyptThe customer is stating they were misinformed regarding the baggage Upon further researching this matter, we can confirm on November 21, 2016, the customer contacted Expedia via emailThe customer advising that they were misinformed by Egypt Airline website regarding the baggageThe customer advised that the Expedia confirmation and the Egypt Airline website showed the bags would be for feeThe customer advised once the traveler arrived at the airport the Egypt Air did not allow one of the traveler’s bags to be checked In reviewing the customer’s account, the itinerary confirmation does reflect that there are no fees for carry-ons or the first and second checked bagsThe Expedia confirmation does advise the customer to review the airline’s policy regarding the bags by selecting the link for Egypt Air The link takes the customer onto Egypt Air website, under baggageThe site does clearly advise the customer that for international routes on economy class, the airline allows two pieces 23kgs/50lbs and 158cm/62in, and one hand piece luggageThe site does state that any bag over 32kg the airline will not accept the bag and must be shipped separately as freight or cargo Based on the airline policy the ticket is nonrefundable 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 providersAs 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 reservationThis gives Expedia the opportunity to provide an appropriate resolution We hope the customer understands Expedia cannot honor the request for the refund We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Tier Customer Service

Complaint: [redacted] I am rejecting this response because: I have never heard the term “hotel collect” prior to reading the response to my complaint and was not informed of such by the Expedia rep when I made the bookingIn fact, the rep, ***, informed me on more than one occasion during the call that I would not be billed at the time of the bookingIn addition to typographical errors, the rep in the response references Travelocity, why is that? I am requesting that the recording from my phone call to [redacted] be pulled and made available to both the Revdex.com and me as proof Sincerely, [redacted] ***

October 27, 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, 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 September 1, 2015, Ms [redacted] booked a roundtrip flight from Bangkok, Thailand to Lijiang, China traveling October 9, 2015, through October 14, We understand from Ms [redacted] complaint that her flight was affected by an airline schedule changeAccording to her correspondence, she contacted our office for assistance with locating a better option for the changed flight and was unhappy with the level of customer service that she receivedShe mentioned long hold times that generated a $phone billMs [redacted] is requesting a refund or a coupon for her inconvenience According to our documentation, we discussed this matter with Ms [redacted] via email on October 19, We requested a copy of her phone bill for considerationMs [redacted] responded to our email thanking us for offering to assist, but we have no record of receiving the billAt this time we are requesting that she provide the requested documentationOnce received; we will review and respond 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

Consumer called in to Revdex.com as he has been receiving calls from random numbers in the 916 716 range. To date he has had over 40 calls from this number range all claiming to be from Expedia. The caller always has a foreign (middle eastern) accent and wants to "verify information" as they have deals for him. When challenged they will disconnect the call.
Consumer has tried calling the numbers back and has had varying results from line being out of service, to speaking to a cell phone owner who has had their line cloned.
Numbers which have called in the last 2 days are - 916 716 6354, 916 716 1048, 916 716 6502 and 916 716 2043

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