We went through Expedia to rent a place for one night in Ft.Lauderdale Florida.We paid full price for this place called *** ,Close to everything House..We were told by Expedia to notify property manager 24hrs ahead but we were unable to get a hold of anyone using the number Expedia gave us n so We called Expedia who said they were unable to het a hold of them n the sent email no response..I called several time to Expedia each time we had to wait over an hour on the phone for them to tru to contact property owner.They asked where I got the phone number n we told them we got from them n also the Expedia App n we messaged the owner sevetal times n no response.We then asked to cancel since we were unable to get a hold of Property owner and no way to get into property the next day..They refused to give full refund due to less than 24hrs policy.We explained not our fault since no property owner response to give access to home we didn't want to not have a place to stay..So they said they would email them to waiver and then they got a response n the property owner denied.The property owner never responded to me nor Expedia except to refuse refund which was their fault in not contacting us to so we can have access to the property..We want our full refund n they need to not advertise n take people money for a place you can't stay.I do believe this is fraud..
Expedia.com Response
• Nov 07, 2019
November 7, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a hotel reservation. We understand Ms. is seeking a refund of $204.71, which includes the protection plan for canceling while inside (penalty).
On October 16, 2019, Ms. or an authorized account user self-booked on Expedia’s Mobile site, under itinerary ***. The hotel accommodation was with *** Close to everything in FLL, Fort Lauderdale, FL for a check in on November 1, 2019 and check out on November 2, 2019, for a total of $393.42.
Our records indicate on October 31, 2019, Ms. contacted Expedia to reconfirm the check-in instructions. We contacted the hotel to advocate on Ms. behalf by requesting the (special instructions) confirmation. Regrettably, the property responded on November 1, 2019; post cancellation advising that instructions were sent on October 30, 2019. Therefore, a full refund was declined, and a partial penalty was applied see the following restrictions listed below:
Cancellations or changes: Made after 6:00 PM local hotel time, Friday, October 25, 2019 is subject to a hotel fee equal to 50% of the total amount paid for the reservation. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value
Additionally, 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. However, we rely on our hotel providers to supply up-to-date and accurate information, so we may post this information on our website. Nevertheless, taking into account Ms.’s experience as a gesture of goodwill we issued a refund in the amount of $204.71, back to her original form of payment, which was processed on November 7, 2019. The time it takes for the refund to post depends upon her bank generally taking three to seven days.
On November 7, 2019, Expedia reached out to *** Close to everything for documentation regarding emailed instructions. The property was unable to honor our specific request prompting Expedia to contact the liaison that oversees the property to share all of the information that Ms. mentioned within her (“Revdex.com”) complaint.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
Customer Response
• Nov 09, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Stay at the *** hotel in Palm Beach for $600 per night, booking through Expedia. The room I was given was infested with bed bugs. The hotel and Expedia have refused to offer a refund. I am not allow to write a review on this experience and anyone I have spoken to has been extremely rude and greedy throughout the whole process. It's their failure to provide healthy and humane services paid for.
Expedia.com misquoted the price to stay at *** United States of America. Expedia charged me the misquoted price of $408.14 when the actual price that the *** charged was $351.00. The Expedia Itinerary # *** The *** Conf No : ***
*** - LAS VEGAS *** Las Vegas, NV, *** Conf No : ***
Date : Oct *** Room # : *** $351.00
Payment Source
MERCHANT COPY / CUSTOMER COPY
Additional Details
Expedia.com Response
• Nov 03, 2019
November 03, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel reservation. We understand Mr. is requesting a refund of the
difference of a misquoted price from Expedia in the amount of $57.14.
Our records indicate that on October ***, Mr., or an authorized user of his Expedia account, self-booked a hotel reservation using Expedia’s Mobile App, under itinerary ***
with stay at the *** Las Vegas*** checking in on October *** and check-out on October ***. The total cost of the reservation $408.14.
Upon review, the receipt he received from the hotel upon checking out was the receipt we paid the hotel. We buy out blocks of hotel rooms at lower prices than the average consumer. The room rate
displayed on our website and confirmation email is a combination of the pre-negotiated room rate for rooms reserved and the facilitation fee retained by Expedia to compensate for our services.
Please rest assure the customer paid the lowest price available at the time he booked his reservation.
While we regret the customer’s, experience was not as we would have hoped, based on the information provided above we are unable to honor his refund request.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
On *** we called to book 2 hotel rooms thru Expedia Group at the *** in ***.The Expedia reservation girl assured us she had 2 rooms available. After getting our credit card information for first room and charging our room the $278.59 immediately, she came back and said she no longer had a second room available.At this time we told her to cancel the room because she did not give us what we were promised. She said she could cancel the room, but not give a refund. We feel this is a scam because Expedia got their $28 commission, and the hotel got their $278.59, and we never even stayed at this hotel becausewe had to go to another hotel to get 2 rooms. I have sent letters to ***, ***, & Expedia Group about this experience and no one would give us a refund. Upon interviewing other Hotelsin the area on how they would handle this situation, they said they have had several similar complaints and could not comment for fear of losing their job.Product_Or_Service: Travel Reservation
Expedia.com Response
• Nov 04, 2019
November ***
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns 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 *** (Revdex.com case number ***) regarding a hotel. We understand *** is requesting a refund.
We were unable to locate the Expedia itinerary in question. Please provide the itinerary number, as well as the email address and phone number used at the time of booking. We also need the customer to provide proof of the rooms they state were booked in place of the room they are asking us to refund.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I booked a hotel room through *** Hotels/*** (Expedia) on 10/17 and received a receipt telling me it was for 4 nights. I immediately called and asked that the reservation be changed to 3 nights and was told that it cannot be changed without cancelling the reservation. And, if I cancel the reservation, I lose the room and what I paid. This was the hotel's policy. So, I contacts the hotel and was told that I need to get approval from the manager, Assistant GM, to make an exception and change the start date. I left a voicemail for the assistant GM and sent an email to the General Manager. The GM was nice enough to reach out to me and told me that she has no problem changing the date as long as *** allows it. So, I contact customer support via the ticketing system and they proceeded to reach out to the manager for a week? I had no resolution to my request. I missed the first day of the reservation and called the hotel today and was told the hotel is booked solid. And, because I did not show the first day, my whole reservation was cancelled, even though it's a non-refundable booking. I spoke with *** support several times tonight 10/29 (Agent Joe and Manager Michelle) and they were unable to resolve my issue. I desired to stay the remainder of my booking days at the hotel. As a matter of fact, contrary to the hotel's statement, the hotel is bookable via their own website. It is not right to take 4 nights of a payment for 0 nights of a stay.
Expedia.com Response
• Oct 31, 2019
Hello Revdex.com,
I am pleased to provide assistance with case #***. Below are the findings and resolution to the case: Customer Complaint: The customer is dissatisfied that we were unable to change the dates of stay for their reservation as it was booked for four nights instead of the intended three nights.
The customer is requesting a full refund for their reservation as compensation. Findings: According to our records, the guest booked a non-refundable rate with the policy below on 17 October 2019 at 5:19 PM Central Time:
The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
We reached out to ***/*** Airport-North in order to request the property allow the guest to check in on 29 October 2019. Unfortunately, we were not able to gain approval for this change.
On 29 October 2019, the customer reached out to us again to request a refund as they could not utilize the reservation. The hotel denied this request per the policy booked.
Resolution: As per our previously provided resolutions, we will be unable to supply a refund for this reservation. This is due to the property billing in full and the cancellation and change policy agreed to at the time of booking being non-refundable. Thank you for bringing this matter to our attention and allowing us a chance for resolution. Thank you, Tyler R. Customer Relations Specialist
I used Expedia.com to book a reservation for a hotel to stay the nights of Oct. 21 and Oct. 22 in Gatlinburg Tn. After completing the payment process I received a text conformation for the booking. Expedia changed the reservation from two nights (Oct. 21 and Oct. 22) to one night Oct. 20th. We were not in Gatlinburg on Oct. 20th. I contacted Expedia about the problem and after a lengthy conversation they basically blamed the Hotel and said they could not refund my money.
Expedia.com Response
• Oct 31, 2019
October 31, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** Revdex.com case number *** regarding a refund of $147.13 for the otel reservation being booked for the incorrect date.
Our records indicate on October 20, 2019, Mr. or an authorized user of the Expedia account booked a one night hotel stay at the *** by ***, checking in on October 20, 2019 and checking out on October 21, 2019, via ***.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on October 24, 2019, one of our representative contacted the hotel and advocated for a refund for Mr. and the hotel denied the refund request.
After further review on October 31, 2019, Expedia was able to review the documentation on the Expedia account and also retrieved the back office system. In review of our back office system we were able to verify the reservation was created for one night on October 20, 2019. The creation of the reservation appeared as follows:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com*** We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.Based on the above we will not be able to honor Mr. request for a 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,Di-Di FCorporate Correspondence Team
Customer Response
• Oct 31, 2019
Complaint: ***
I am rejecting this response because: I believe that the date was changed somehow in the booking process, we reserved two nights stay and were sold one night stay on the wrong date. Also, we tried booking a room directly from the hotel prior to using Expedia and they had no vacancy. I have to come to the conclusion that Expedia pre-buys hotel rooms and resells the rooms via online thus the Hotel would have no authority in this matter. We were originally told by the service person for Expedia that she was contacting the hotel to verify whether or not we actually stayed at the hotel. If I can not receive resolution in this matter I will never be using Expedia again.
tinerary # ***
Tickets *** Booking ID On Aug *** I purchased 2 round trip tickets through Expedia. From FT Lauderdale to Grenada and back. The return portion of the trip was on ***. The trips date were 8/*** to 9/*** I also brought flight Insurance thinking that I would be covered in case of an emergency. On Sept when I called to confirm my return flight, I was told by *** that all flights were cancelled. I immediately called Expedia, because I brought the trip from them. Was told there was nothing they could do for me and that I would have to deal with the airlines directly. I needed to get back to Florida, my son needed to be back at school and I needed to get back to work. We were visitors in Grenda. I immediately called *** and was able to book 2 tickets to return to Florida on Sept *** As soon as I got back to Florida, I filed with the flight Insurance that I had purchased. WASTE OF TIME. Was told by them that this was not considered a emergency. Its not an emergency when my flight home is cancelled and I have no where to stay in a country where I am a visitor? Unbeknownst to me, *** changed the flights to Sept *** ( I was already back in Florida). It has been over a month and I am still trying to get my money back.
So not only am I out 609.50 but I am also out 500.00 which I paid to *** and refuses to refund my money claiming, that because I did not show up on the ***, therefore I was the one that cancelled the flights.
I think it is Expedia's responsibility to refund my money since I brought the tickets through them.
Expedia.com Response
• Nov 04, 2019
November ***
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number***) regarding a flight reservation. We understand that the customer is seeking a refund of $609.50, which excludes the departing flight and insurance plan, based on a trip cancellation.
On August *** Ms. or an authorized user to the account self-booked on Expedia’s website, under itinerary ***.Travel was with ***, traveling from Fort Lauderdale, FL, USA to St. George’s, Grenada departing on August , *** and returning with *** on September ***. The flight reservation includes a Travel Protection Plan, administered by Travel guard.
Our records show that on September *, ***, Ms., contacted Expedia to discuss the airline-initiated cancellation of the flight departing on September ***. We then advocated on the customer’s behalf by reaching out to the merchant of record (the entity that received the funds and the company that charged the customer’s credit card) to request a refund. Hence, *** approved our request per their “Flexibility Policy”, based upon, “Hurricane Dorian”. However, the time it takes for the refund to post to the customer’s account may take up to eight weeks.
Additionally, see Expedia’s Terms of Use which was agreed to by Ms. at the time of booking, which expressly states:
Terms of Use:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. Expedia has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
On November ***, Expedia contacted *** for an update; Ms. shall receive, “$609.50”, deposited into her account by November ***. Furthermore, 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. Expedia has no control over when, or how often, airline-initiated cancellations occur. We cannot expedite a refund provided by an airline and we must adhere to the airline’s refund timeframe.
Furthermore, Ms. may contact *** at the following number *** for refund confirmation. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I recently booked 2 packages for a trip to Mexico in December. I split the trip into 2 reservations because according to the Expedia website, the basic room has 1 twin bed and the upgraded room has a king or 2 double beds. 1 twin bed would not work for my wife and I, but would be fine for our other traveler. Since the Expedia website does not allow you to select multiple room types in a multi-room reservation I created 2 reservations so we could upgrade 1 room and keep the other as a basic room. The charge at that time was $13-14/night for the upgrade. We contacted the hotel regarding the rooms and they confirmed that they have no rooms that have just 1 twin bed and that the 2 rooms we reserved are the same. So, we spent approximately $80 more on an upgrade that does not get us anything. I was on the phone with customer service for over 40 minutes and they were trying to tell me that the difference now between the rooms is $11 total and that's what they could refund for the trip. However, while on the phone I tried to book the same trip again and it showed $14.74/night as the upgrade fee. Expedia is only willing to refund $11 when they are advertising a nearly $90 difference all based on incorrect room details?
Expedia.com Response
• Nov 03, 2019
November 3, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding two vacation packages. We understand Mr. is requesting that Expedia compensate him by refunding a percentage of the hotel fee, based on the room type.
On October 14, 2019, Mr. or an authorized account user self-booked a package on Expedia’s website under itinerary ***. Travel was with ***, traveling from Chicago, IL, to Cancun, Mexico departing on December 1, 2019 and returning on December 7, 2019. The package includes a hotel and private shuttle service with a stay at ***, All-Inclusive for a check in on December 1, 2019 and a check out on December 7, 2019, for a total cost of $1913.70.
On October 14, 2019, Mr. or an authorized account user self-booked a package on Expedia’s website under itinerary ***. Travel was with ***, traveling from Chicago, IL, to Cancun, Mexico departing on December 1, 2019 and returning on December 7, 2019. The package includes a hotel stay at ***, All-Inclusive for a check in on December 1, 2019 and a check out on December 7, 2019, for a total of $841.05.
On October 16, 2019, Mr. contacted Expedia requesting a refund of $88.44, for selecting to upgrade his room to garden view. Therefore, we advocated on the customers behalf by contacting the resort to request a refund under itinerary ***. Regrettably, the property manager was unavailable.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and *** and is subject to the rules and restrictions of those providers. Furthermore, by selecting to complete this booking customers acknowledge that they’ve read and accepted Expedia’s Terms of Use.
Terms of Use:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We appreciate the time Mr. took to provide Expedia with (room type) feedback as a courtesy; Expedia processed a refund of $88.44, back to the customer's original form of payment.The time it takes for the refund to post depends upon the customer bank. Generally within three to seven days.
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,
Melanie A
Corporate Correspondence Team
Customer Response
• Nov 04, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
On June 5, 2019, I tried to book a room for 7 days in Destin Florida, the site that I chose and selected sent a pop up message that stated sold out. The following morning I had been charged $1349.00, for that room anyway. I immediately began calling Expedia and my Bank to inform them of what happened and that I needed a refund. My bank refunded me then after Thirty days passed without Expedia informing the ***/ *** / *** Company that this was an error made on their behalf, because of them failing to report this they have recharged my card and stating that Expedia failed to cancel the reservation and inform them about this situation. Expedia has failed to correct this problem when I never had anything to cancel in Expedia system I now have a negative balance in my account when I never stayed or made any reservations at this Company. Expedia I want my money back, I can’t feed my family because of this. We shouldn’t have to suffer because of the glitch on your system and App!! I called Expedia several times and they keep saying it’s not their fault I spoke with Jill/ Mgr from Corporate Office and she knows this is wrong and all the notes/proof are there in the notes.
Expedia.com Response
• Nov 06, 2019
November 6, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to a consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a hotel reservation. We understand Mrs. is seeking a refund of $1349.11, based on an unconfirmed reservation.
Our records show on June 4, 2019, Mrs. or an authorized Expedia account user self-booked a hotel reservation using Expedia’s website, under itinerary ***. The hotel stay was at ***, Fort Walton Beach, Florida for a check in on July 19, 2019 and a check out on July 26, 2019 for a total of $1349.11.
On June 5, 2019, Mrs. contacted Expedia for details on an attempt she made to book a future resort stay on our website. Therefore, we provided Mrs. with the (failed) transactions authentication receipt sent via email.
On October 9, 2019, Mrs. contacted Expedia for refund assistance as she claimed the (failed) transaction became an official charge that she disputed with her bank. Regrettably, that dispute was (closed) and her bank revoked the temporary credit. Therefore, as Expedia is not the merchant of record (the entity that charged the customer’s credit card) we advised Mrs. to contact ***.
Additionally, 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. Expedia does not own, operate or otherwise run any hotels. We cannot provide a refund unless approved by the resort and must adhere to the resorts policy.
Expedia’s Terms of Use, which were agreed to by Mrs. at the time of booking, expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Upon receipt of Mrs., (“Revdex.com”) complaint we advocated on her behalf with ***, requesting a refund of $1349.11. On November 6, 2019, *** advised that they have processed a refund check of $1234.11. It may take approximately thirty days to receive as it was sent to Mrs., personal address.
As a courtesy, on November 6, 2019, Expedia processed the remainder of $115.00, back to the original form of payment. The time it takes for the refund to post to the customer’s account depends upon how quickly her bank processes refunds generally within three to seven days.
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,
Melanie A
Corporate Correspondence Team
Customer Response
• Nov 07, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I booked a hotel through Expedia on the Sonoma coast. The hotel and surrounding area was ordered for mandatory evacuation because of the Kincaid Fire, and had to cancel the reservation. Because the order was transacted through Expedia, I was told I would need to contact them have a refund issued.
When I contact customer service, they said they couldn't process a refund because they couldn't talk to anyone at the hotel. I explained this was because there was a government issued mandatory evacuation and the hotel desk had to evacuate for their safety. Expedia staff there was nothing they could do and couldn't issue me a refund without speaking to someone at the (evacuated) hotel.
This policy makes no sense and is directly harming customers and businesses impacted by natural disasters.
Expedia.com Response
• Nov 04, 2019
November ***
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding his hotel reservation. We understand Mr. is requesting a full refund of the hotel reservation due to wildfires and mandatory evacuation in Jenner, CA.
Our records indicate that on October 1***, the customer or an authorized user of the account, self-booked a hotel reservation with ***, Jenner, CA, for October ***, on Expedia’s website, under itinerary ***. The total cost of the booking was $547.47. The hotel’s policy read as follows:
Cancellations or changes made after 6:00 PM local hotel time, Wednesday, October *** are subject to a hotel fee equal to 1 night(s) plus taxes and fees.
If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.
Upon review, on October ***, Mr. contacted Expedia and asked for a full refund of the reservation, stating he was contacted by the hotel and advised they were being evacuated. As the customer called after check in time, Expedia followed the hotel’s cancellation policy and charged the customer a full penalty of 100% of the booking value.
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. At the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We regret the extenuating circumstances were not taken in consideration during Mr.’s call to Expedia on October ***, further delaying issuance of his refund. On November ***, Expedia contacted the hotel on Mr.’s behalf and was able to obtain a waiver of the nonrefundable policy. On November ***, Expedia processed a full refund of $547.47 back to the customer’s original form of payment. The customer was sent an auto-generated email confirmation with refund processing times.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I booked three airline tickets for my grandchildren. I also got insurance in case I had to change them. It was 57.00. I went back online the next day to file a claim. I found out they cancelled my insurance by accident along with the flights. They e-mailed me and told me that they listened to the conversation and I only told them to cancel the flight. I called them for the second time to see if they could help me or refund the money 568.50. I was on the line for an hour. then they told me if I had filled out the forms they would be rejected anyway. They would not even allow me to file a claim on the insurance I paid for and did not get.
Expedia.com Response
• Oct 30, 2019
October 30, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** Revdex.com case number *** regarding a refund of $568.50 for the cancelled flight itinerary.
Our records indicate on October 22, 2019, Mr. or an authorized user of the Expedia account purchased three one-way flights departing on January 6, 2020 from Fort Walton Beach, FL to Wilkes-Barre, PA; along with the Cancellation Plan via ***. Mrs. called back to say she wanted to have someone assist her grandchildren boarding the flight. Our representative advised that we could not leave a note in the airlines record and asked her to contact the airline directly and she agreed.
Upon receipt of Mrs. complaint, we investigated the issues which were brought to our attention. We can confirm on October 24, 2019, the customer called to cancel the reservation due to a change of plans. Our representative advised the tickets were booked in a basic economy fare and advised of the policy. Our representative provided insurance contact details. The customer agreed to cancel. On October 25, 2019, the customer advised that there had been an error, stated the flights and insurance were cancelled and she did not ask for the insurance to be cancelled. She wanted to submit a refund claim. Mrs. stated she cancel the flights and had already rebooked another itinerary for January 1, 2020. Our representative was able to verify that a call had been listened to and it had been determined that at no point did the agent advise the insurance was being cancelled. Our representative asked Mrs. to send in medical documentation for a final decision. Mrs. stated she did not cancel for medical reasons. Our representative called AON and they advised that the customer could have made a refund claim and it would have depended on the decision but the policy is now cancelled.
After further review on October 30, 2019, I reviewed of the notes and documentation the account and called The ***. I advised that I was issuing a refund of $454.50. I explained the remaining amount on the account was $511.00 but since $57.00 for the protection had previously been refunded, I would retain the $57.00 and refund $454.50; Mr. agreed. I advised the refund would appear in three to seven business days on the card that was originally charged and that a refund receipt was being emailed to the email address on file.
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,Di-Di FCorporate Correspondence Team
My rental car agreement stated a price promised by Expedia that was around $1800. At the *** car rental I was charged $2500. Neither *** nor Expedia took responsibility for this charge, so I ended up paying extra $700 for the mistake made by Expedia. Beware of renting through Expedia. They are ok, until there is an issue like this and nobody will help you resolve it.
A couple of weeks ago I booked this hotel through expedia.com. When I got there they tried to charge $60 for the stay when it should have been $25. They claimed their system was down. I recently received a charge for 28.99 as they claim I had a reservation for Oct 18-19 when I was in Lake Charles, LA. I contacted expedia and they contacted the hotel. The hotel refused to remove this fraudulent charge from my account. I have since filed a claim with my bank as I did not authorize this charge, I did not stay at this hotel, and I did not have reservations on oct 18-19. Expedia supports fraudulent behavior.
Expedia booked me a flight and charged me 125.30 extra for a first class flight, then booked me a economy class ticket, I paid expedia, $947.40 for a flight leaving on May 10,2019, *** already changed my flight home, so basically, Expedia is providing me with a one way ticket, they tried to lie to me on the phone and tell me I did not pay for a first class ticket but I have a receipt for this, I was on the phone for 2 hours trying to resolve this and was repeatedly hung up , on lie to, this is not the first time expedia has robbed me, but it will be the last, I would like what I paid for a first class ticket, Iteniary ***, Expedia has charged us top dollar for hotels and booked us into the worst hotels they can find , Not even acceptable to stay in. Thank YOu
***
***@yahoo.com
Expedia.com Response
• Nov 01, 2019
November 1, 2019
Revdex.com Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com complaint # ***) regarding a flight reservation. We understand that *** flight starting in Reno, NV was booked under economy class not first class. Therefore, Mrs. is requesting that Expedia compensate her by upgrading the tickets.
Our records show that on August 9, 2019, Mrs. or an authorized account user self-booked a flight reservation on Expedia’s website, under itinerary ***. Travel was with *** from Reno, NV to Seattle, WA departing on May 10, 2020, and returning on May 15, 2020 for a total of $939.98. The flight reservation includes a combination of two one way flights and a Travel Protection Plan, administered by ***.
We verified on October 22, 2019, Mrs. contacted Expedia to request upgrade assistance for two non-changeable tickets. As, the customer claimed she secured first class tickets on both *** flights. However, by using an internal tool Expedia verified that Mrs. received and reviewed her flight confirmation on August 9, 2019. In which case, Mrs. first point of contact with Expedia wasn’t until late October. In addition, travel from Reno, NV to Seattle, WA departing on May 10, 2020; cost was $298.00. Therefore, Mrs. statement of paying an extra $125.30, did not apply to her outbound economy flight.
Additionally, 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. *** is (the entity that received the funds and is the company that charged the customer’s credit card). We cannot provide an upgrade unless approved by the airline and must adhere to the airline’s policy.
Consumers that select to complete a booking acknowledge that they’ve read and accepted our site Search Results, Flight Restrictions and Expedia’s Terms of Use Section.
Warning: Flights contain mixed seat/ cabin classes.
Search results sorted by: Best flight options balance price and convenience.
We consider factors like price, travel time, and number of stops
Departure Flight Term:
•Tickets are non-refundable, non-transferable and non-changeable.
•Please read the complete penalty rules for changes and cancellations
•Please read important information regarding airline liability limitations
Return Flight Terms:
•Tickets are nonrefundable and nontransferable. A fee of $125 per ticket is charged for itinerary changes. Name changes are not allowed.
•Please read the complete penalty rules for changes and cancellations or charter contract
•Please read important information regarding airline liability limitations
Note: The flight is a combination of two one-way fares, each subject to its own rules and restrictions. If one of your flights is changed or cancelled, it will not automatically alter the other flight. Changes to the other flight may incur a charge.
Terms of use Section:
Expedia may offer you the opportunity to book a reservation for a combination of two one—way tickets instead of a roundtrip ticket. Combined one-way tickets may provide a greater choice of flights, are often cheaper and can be combined on the same airline or on different airlines. Unlike roundtrip tickets, each one-way ticket is subject to its own rules, restrictions, and fees. If one of these flights is affected by an airline change (e.g. cancellation or rescheduling) that causes a Customer to make changes to the other flight, the Customer will be responsible for any fees incurred for making changes to the unaffected flight.
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Review the following hyperlink containing Hotel (star) classifications: https://www.expedia.com/Hotel-Star-Rating-Information
In regards to Mrs. (“Revdex.com”) statement of Expedia booking specific hotels and their locations, our records show that she or an authorized account user self-booked nine out of ten hotel accommodations. Furthermore, we issued Mrs. one $200.00 hotel voucher used on June 02, 2019, for a stay at the *** booked under itinerary: ***.
While we regret Mrs. experience was not as we would have hoped due to the information provided above Expedia is not able to honor her request.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
Customer Response
• Nov 06, 2019
I don,t have any way to send you an upload, My lap top does not have word,. I can mail you a copy of my receipt showing that I did pay and extra 125.00 per ticket for first class, we do have first class coming from Seattle to REno, but not first class going to Seattle from Reno, I am very concerned about our hotels I booked as well, through expedia for the same time frame. They are now saying that it is non refundable. When I booked the hotels for Seattle it was not non refundable. I booked these tickets in April 2019 for May 2020.
I booked a one night stay for Nov 2,2019 (I haven't stayed yet) in Champaign IL and selected the pay when I arrive option.
I have already been billed for this stay on 3 separate dates. August 14, 28 and 29.
$255.37 each time for a total of $766.11 and have paid this bill three times so I don't accrue interest on my credit card
The hotel stated that I haven't paid for anything and they will be collecting another $255.37 on Nov 2nd
I have made numerous calls to expedia and they also insist I have not paid any money.
This is consumer fraud - I will be filing a complaint with the Chicago office of the attorney general.
Expedia.com Response
• Oct 29, 2019
October 28, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a hotel reservation. We understand that the customer is seeking an over refund based upon multiple charges for a reserved hotel accommodation.
On July 1, 2019, Mrs. or an authorized account user self-booked on Expedia’s Mobile site, under itinerary ***. The hotel accommodation is with ***, Urbana, Illinois for a check in on November 1, 2019 and check out on November 2, 2019.
On September 27, 2019, Mrs. contacted Expedia to request a refund of $766.11, claiming that *** charged her multiple times. Expedia is not the merchant of record (the entity that receives the funds and the company that will charge the customer’s credit card). Therefore, we provided ***’s contact number for assistance.
On October 23, 2019, Mrs. called Expedia back advising that she is continually being billed by ***. As a result, we requested that Mrs.s provide a bank statement reflecting charges submitted by ***. However, Mrs.s did not supply her record of proof preventing us from moving forward.
Furthermore, On October 28, 2019, we contacted *** to advocate on Mrs.s behalf by requesting a refund of all charges prior to her check in. Regrettably, the hotel declined our request by stating that the reservation has no current billing history, Mrs.s has not checked into the hotel.
Additionally, Expedia’s Terms of Use, the hotel’s restrictive policy and the Pay Later Definition which was agreed to by Mrs.s at the time of booking, expressly states:
Terms of Use:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Cancellation and change policy:
Cancellations or changes made after 4:00 PM local hotel time, Thursday, October 31, 2019 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.
Pay at Property Definition:
Pay Later is where the customer pays at the time of check-in directly to the hotel. A credit card is required on Pay Later reservations to secure the reservation and in case the customer is charged a penalty by the hotel.
Upon receipt of Mrs.s (“Revdex.com”) complaint, on October 29, 2019, Expedia unsubscribed the customer from receiving future Expedia emails. Please allow up to seven days for official confirmation.
In order to continue forward with Mrs.s case we respectfully request that she provide a copy of her bank statement in (PDF) format. That document will allow us to properly verify all charges mentioned within the (“Revdex.com”) complaint and then complete our investigation.
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,
Melanie A
Corporate Correspondence Team
Customer Response
• Oct 29, 2019
Complaint: ***
I am rejecting this response because: this hotel has a history of fraud!
Expedia should stop selling this hotel on their website immediately.
They fraudulently over bill their customers as routine practice.
I am filing a complaint with the attorney general’s office immediately. Your company gave my information to a hotel that engages in fraudulent behavior. This should result in a class action case against Expedia and ***.
Booked a vacation through Expedia,*** changed flight schedule and told Expedia but Expedia never contacted us.We did not find out until day of flight.Expedia claims they sent an Email 7/4/19 but we have no record.We do have an Email from 7/14/19 that explains changes to the return flight,absolutely nothing about departing flight.They have not been able to provide a copy of the alleged Email either.Because of this we were stranded in Miami for 2 days,if not for good customer service from *** and 3 hrs on the phone with Expedia we would never have gotten there.They did give us a 200.00 credit which we used for 1 of our nights in Miami and offered to send us to a near by island if we could get to our final destination,they said it's only 45 miles away.I'm not a good swimmer,they are completely out of touch with reality.So we lost 2 days of a 2900.00 vacation booked through Expedia,Paid for a hotel the first night in Miami that thanks to a voucher from *** only cost 115.00,and enough aggravation to last until our next vacation.
Expedia.com Response
• Oct 27, 2019
October 27, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns 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 *** (Revdex.com case number ***) regarding a package. We understand *** is requesting a refund.
Our records indicate on April 20, 2019, ***, or a person authorized for the Expedia account, booked a package for two passengers including combined one way flights with ***, traveling from Philadelphia, PA to Curacao, Netherlands, departing on October 12, 2019, returning on October 19, 2019, and seven nights with the ***.
The outbound one way flight was affected by an airline initiated schedule change. *** offered new flights that departed about five hours earlier. The flights could not be provided without the customers acceptance due to the time change. The customer was also able to request a refund and purchase a different flight with another airline.
Expedia contacted the customer and did not reach them by phone, but sent an email advising of two flight options that may be accepted, and the option to accept a refund. We contacted the customer again that night and spoke to ***. She advised that she would call back when she makes her decision. A second email was sent to confirm the flight option she discussed and the refund option.
The customer contacted Expedia on October 12, 2019 stating they had not boarded the flight. The customer said they were working with the airline and were on standby for a flight in the morning. We called the vendors. The airline had nothing further to offer. The hotel allowed late check in but a waiver for refund or partial refund was not received.
Flights are not guaranteed until booked and confirmed. The airline was not required to hold the flights without confirming them until departure of the flight, and the customer had not accept the flights that were offered.
Currently the tickets are used and nonrefundable. We understand from the complaint that the flights offered by the airline on or after October 12, 2019 were not the most preferred by the customer. However, the only options that were available were new flights, or a refund. The airline does not offer new flights and a refund. Flight selection is often more limited closer to travel. Compensation is not available for a flight option not being selected earlier or for additional travel expenses.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
Customer Response
• Oct 29, 2019
Complaint: ***
I am rejecting this response because:We never received the Email about flight change and *** never talked to anyone about flight change,that is a flat out lie.I asked them why they didn't call previously and was told they usually don't call they send emails.I told him if you can't get in touch with someone over something this important don't you think you should call and he said we don't do that.
On 10/17, I made a reservation at the ***, Los Banos, Ca.., for echoing in on 10/18 and checking out on 10/19. When I received the email confirmation, the dates were wrong, it had us arriving on 10/17 and leaving on 10/18. Within minutes I called the hotel to ask what to do and they said to call Expedia. Expedia tried to contact the hotel to transfer the reservation to the correct date or do a refund. This request had to be done by a manager. When he did arrive the next day, he said that this was not their policy. So we went to a different hotel. Our credit card was charged by Expedia at the time of the reervation for $120. Does this mean that even with being notified of an error WITHIN MINUTES that there is no way to
correct it? Does this mean that in the interest of customer service the hotel couldn't make the 1 day switch?
Expedia.com Response
• Oct 25, 2019
October 25, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** Revdex.com case number *** regarding refunding $120.99 for his hotel reservation.
Our records indicate on October 17, 2019, Mr. or an authorized user of the Expedia account booked a one-night hotel stay at the ***, checking in on October 17, 2019 and checking out on October 18, 2019 via ***.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm that Mr. called in to change the reservation due to the wrong date being selected. Our representative called the hotel and there was no answer, the caller disconnected the call. Mr. called again to follow up on changing the date of the reservation. Another one of our representatives called the hotel and was advised that the person who could provide an approval was not available and they suggested we call back at 11L:30am. On October 19, 2019, an email was sent to Mr. advising the *** denied the refund request.
After further review on October 25, 2019, Expedia called *** and they advised since the reservation date had passed, they would not authorize refunding the reservation. The *** advised they held the room on the date of the reservation and would not be able to authorize Expedia to issue a refund.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, activities and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the vendors.In addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:Terms of Use – Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Terms of Use – Liability DisclaimerThe carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. Expedia has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based in the above Expedia is not to honor the refund request. 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,Di-Di FCorporate Correspondence Team
I booked a hotel for a month long stay amd when I got to the hotel I was unable to checkin at the hotel becausd they do not accept foreign guests. There is no notification or rule in the hotel's policy that states they do not accept foreign guest at there hotel !! Expedia representative I spoke with after I was unable to checkin ... cancelled the current existing booking then I had to book 3 additional hotel rooms for my month long stay. I had hotel protection purchased thru Expedia as well. On my itinerary it specially shows and states all the rules and restrictions of the hotel. I have still not been able to receive my refund back from Expedia for the cancelled unused booking. Expedia refuses to acknowledge the misleading and fraudulent misconduct they have portrayed. Expedia has not followed there own policies and or terms and conditions which they provide there customers. Expedia still currently has denied all attempts I have token to recieve a refund which I am rightfully owed!!
Expedia.com Response
• Oct 25, 2019
October 25, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding a refund for $616.60.
Our records indicate on May 12, 2018, Ms. or an authorized user of the Expedia account booked a 28-night hotel stay at *** arriving on May 24, 2018 and checking out on June 21, 2018 via ***.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on August 29, 2018, Ms. called to cancel the hotel reservation, she stated that the hotel would not allow foreign guest to check in. Our representative contacted the hotel and had a difficult time understanding the hotel agent. There were not other notes following this communication. Ms. called back and our representative called the hotel and they denied a waiver or a refund stating they offered Ms. an alternative hotel and she denied it.From June 19, 2018 through June 27, 2018 there were numerous calls from Ms. asking about a refund for the hotel since they would not allow foreigners to stay at the hotel. The hotel on multiple occasions denied refunding Ms. because they claimed to have referred her to another hotel and she denied their reservation. From March 5, 2019 through April 23, 2019, there were numerous emails regarding Ms. reservation. Ms. emailed Expedia asking for the date the itinerary was cancelled. Expedia responded advising the reservation was not cancelled and due to the policy of the hotel they have denied the refund request. Ms. emailed Expedia asking for Expedia to provide her with, “copies including the federal licensing number of said hotel’s policies. Expedia sent her an email and referenced the cancellation and change policy. Expedia then referred Ms. to the *** for their policies. Ms. replied asking for Expedia to supply her with all relevant policies, terms and conditions relating to any denied refund requests due to hotel policies. There was no response sent to this email.
After further review on October 24, 2019, Expedia has been able to verify the reservation and the confirmation. We have not been able to verify the hotel policy that no foreigners are allowed. Expedia has been able to confirm that there was a chargeback submitted by Ms.. We contacted Ms. and she supplied detailed information via email of the chargeback being reversed by *** and the card account being closed. Expedia has issued a refund of $616.60 to the new card that Ms. gave and applied a $200.00 voucher to her Expedia account. Ms. confirmed before ending the telephone conversation that she received the refund receipt that was emailed to her. She was advised the refund would appear in the card in three to seven business days.
Expedia does not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.In addition, at the time of completing his booking on our website, Ms. agreed to our Terms of Use, which expressly provide:Terms of Use – Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Terms of Use – Liability DisclaimerThe carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. Expedia has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
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,Di-Di FCorporate Correspondence Team
I booked a tour on Expedia.com for a tour guide for Wednesday 10/16 in Vienna, Austria. The night of Monday 10/14, the vendor from the site emailed me stating he had to cancel and would refund. I replied to his emails twice and he has never contacted me back. Completely disappeared. I have contacted Expedia to resolve the issue and all they will say is they have contacted the vendor on my behalf and it is not their "policy" to issue me a refund. The charge on my credit card is to Expedia; they took my money and provided nothing in return. In addition, this vendor remains active on their site, despite knowing that they canceled my tour and will not refund.
Expedia.com Response
• Oct 23, 2019
October 23, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns 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 *** (Revdex.com case number ***) regarding . We understand *** is requesting a refund.
Our records indicate on October 2, 2019, ***, or a person authorized for the Expedia account, booked a 10:00 AM tour for October 16, 2019 with ***, for the ***.
We’re sorry to hear that your activity was cancelled and processed a full refund for it on October 23, 2019. The refund time frame varies based on the processing time of the credit card company.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
Customer Response
• Oct 28, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I booked a hotel for 3 nights at *** Katy tx Sept 1-4th on the Expedia website. The booking listed 20%off with 2 nights booking.and it didnt reflect on my reservation. I chatted with a customer service lady she was great, worked with me until we got it figured out so I was owed $56.16. I told her to put it on the card I had on file. Then I checked that card and I noticed it was one I had closed. I reached back out to tell them I updated the card and make the aware that that card was closed. They kept telling me my bank would handle it. I told a couple of customer service people that was a credit card there is no affiliation with my bank. They didnt resolve so I called the credit card company they confirmed I closed the card and bo charges would go on it so when it was attempted it would bounce back to Expedia. I chatted again told the Expedia customer service person what the cc company told me. I let some time go by reached back out to see if they got my refund back they still saying I have to go talk to .y bank. Now over a month later I have no refund. I dont know who or where my $56.16 was charged to since they claim it didnt come back. I was going to let this slide but I just cant because I travel alot and I believe companies who I use should be reputable with the information they advertise to attract business- the 20% off and workable to fix an issue.
Expedia.com Response
• Oct 24, 2019
October 24, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** Revdex.com case number *** regarding a refund for $56.16.
Our records indicate August 16, 2019, Ms. or an authorized user of the Expedia account booked a four night hotel stay at *** by *** arriving on September 1, 2019 and checking out on September 5, 2019 via ***.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on August 29, 2019, Ms. contacted our social media team and advised that she should have received a 20% discount after booking two nights but didn't see any the discount reflect on the price. Our representative was able to retrieve the reservation in our back office system and verified that there should have been a 20% discount applied to the two night reservation. The representative issued a refund to the card on file for $56.16 and advised Ms.. Ms. called back and advised she no longer has the card that the refund was issued to. Our representative advised Ms. that the refund was being processed to that card and that she could contact the bank about the refund. On September 10, 2019, Ms. called in and wanted to know if we had processed the refund to card ending on 4778. Our representative advised the refund was processed to *** ending on *** and advised her to contact her bank.
After further review on October 24, 2019, Expedia has been able to verify the refund was issued on August 29, 2019 for $56.16 to *** ending ***. Additionally, Expedia has been able to verify that there was a chargeback filed with the financial institution on August 29, 2019. The financial institution settled the chargeback on September 9, 2019 for $56.16; which means the funds were issued back to Ms. card by the financial institution.
Expedia does not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.In addition, at the time of completing his booking on our website, Ms. agreed to our Terms of Use, which expressly provide:Terms of Use – Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Terms of Use – Liability DisclaimerThe carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. Expedia has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
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,Di-Di FCorporate Correspondence Team
We went through Expedia to rent a place for one night in Ft.Lauderdale Florida.We paid full price for this place called *** ,Close to everything House..We were told by Expedia to notify property manager 24hrs ahead but we were unable to get a hold of anyone using the number Expedia gave us n so We called Expedia who said they were unable to het a hold of them n the sent email no response..I called several time to Expedia each time we had to wait over an hour on the phone for them to tru to contact property owner.They asked where I got the phone number n we told them we got from them n also the Expedia App n we messaged the owner sevetal times n no response.We then asked to cancel since we were unable to get a hold of Property owner and no way to get into property the next day..They refused to give full refund due to less than 24hrs policy.We explained not our fault since no property owner response to give access to home we didn't want to not have a place to stay..So they said they would email them to waiver and then they got a response n the property owner denied.The property owner never responded to me nor Expedia except to refuse refund which was their fault in not contacting us to so we can have access to the property..We want our full refund n they need to not advertise n take people money for a place you can't stay.I do believe this is fraud..
November 7, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a hotel reservation. We understand Ms. is seeking a refund of $204.71, which includes the protection plan for canceling while inside (penalty).
On October 16, 2019, Ms. or an authorized account user self-booked on Expedia’s Mobile site, under itinerary ***. The hotel accommodation was with *** Close to everything in FLL, Fort Lauderdale, FL for a check in on November 1, 2019 and check out on November 2, 2019, for a total of $393.42.
Our records indicate on October 31, 2019, Ms. contacted Expedia to reconfirm the check-in instructions. We contacted the hotel to advocate on Ms. behalf by requesting the (special instructions) confirmation. Regrettably, the property responded on November 1, 2019; post cancellation advising that instructions were sent on October 30, 2019. Therefore, a full refund was declined, and a partial penalty was applied see the following restrictions listed below:
Cancellations or changes: Made after 6:00 PM local hotel time, Friday, October 25, 2019 is subject to a hotel fee equal to 50% of the total amount paid for the reservation. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value
Additionally, 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. However, we rely on our hotel providers to supply up-to-date and accurate information, so we may post this information on our website. Nevertheless, taking into account Ms.’s experience as a gesture of goodwill we issued a refund in the amount of $204.71, back to her original form of payment, which was processed on November 7, 2019. The time it takes for the refund to post depends upon her bank generally taking three to seven days.
On November 7, 2019, Expedia reached out to *** Close to everything for documentation regarding emailed instructions. The property was unable to honor our specific request prompting Expedia to contact the liaison that oversees the property to share all of the information that Ms. mentioned within her (“Revdex.com”) complaint.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Stay at the *** hotel in Palm Beach for $600 per night, booking through Expedia. The room I was given was infested with bed bugs. The hotel and Expedia have refused to offer a refund. I am not allow to write a review on this experience and anyone I have spoken to has been extremely rude and greedy throughout the whole process. It's their failure to provide healthy and humane services paid for.
Expedia.com misquoted the price to stay at *** United States of America. Expedia charged me the misquoted price of $408.14 when the actual price that the *** charged was $351.00. The Expedia Itinerary # *** The *** Conf No : ***
*** - LAS VEGAS *** Las Vegas, NV, *** Conf No : ***
Date : Oct *** Room # : *** $351.00
Payment Source
MERCHANT COPY / CUSTOMER COPY
Additional Details
November 03, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel reservation. We understand Mr. is requesting a refund of the
difference of a misquoted price from Expedia in the amount of $57.14.
Our records indicate that on October ***, Mr., or an authorized user of his Expedia account, self-booked a hotel reservation using Expedia’s Mobile App, under itinerary ***
with stay at the *** Las Vegas*** checking in on October *** and check-out on October ***. The total cost of the reservation $408.14.
Upon review, the receipt he received from the hotel upon checking out was the receipt we paid the hotel. We buy out blocks of hotel rooms at lower prices than the average consumer. The room rate
displayed on our website and confirmation email is a combination of the pre-negotiated room rate for rooms reserved and the facilitation fee retained by Expedia to compensate for our services.
Please rest assure the customer paid the lowest price available at the time he booked his reservation.
While we regret the customer’s, experience was not as we would have hoped, based on the information provided above we are unable to honor his refund request.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Dez M
Corporate Correspondence Team
On *** we called to book 2 hotel rooms thru Expedia Group at the *** in ***.The Expedia reservation girl assured us she had 2 rooms available. After getting our credit card information for first room and charging our room the $278.59 immediately, she came back and said she no longer had a second room available.At this time we told her to cancel the room because she did not give us what we were promised. She said she could cancel the room, but not give a refund. We feel this is a scam because Expedia got their $28 commission, and the hotel got their $278.59, and we never even stayed at this hotel becausewe had to go to another hotel to get 2 rooms. I have sent letters to ***, ***, & Expedia Group about this experience and no one would give us a refund. Upon interviewing other Hotelsin the area on how they would handle this situation, they said they have had several similar complaints and could not comment for fear of losing their job.Product_Or_Service: Travel Reservation
November ***
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns 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 *** (Revdex.com case number ***) regarding a hotel. We understand *** is requesting a refund.
We were unable to locate the Expedia itinerary in question. Please provide the itinerary number, as well as the email address and phone number used at the time of booking. We also need the customer to provide proof of the rooms they state were booked in place of the room they are asking us to refund.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
I booked a hotel room through *** Hotels/*** (Expedia) on 10/17 and received a receipt telling me it was for 4 nights. I immediately called and asked that the reservation be changed to 3 nights and was told that it cannot be changed without cancelling the reservation. And, if I cancel the reservation, I lose the room and what I paid. This was the hotel's policy. So, I contacts the hotel and was told that I need to get approval from the manager, Assistant GM, to make an exception and change the start date. I left a voicemail for the assistant GM and sent an email to the General Manager. The GM was nice enough to reach out to me and told me that she has no problem changing the date as long as *** allows it. So, I contact customer support via the ticketing system and they proceeded to reach out to the manager for a week? I had no resolution to my request. I missed the first day of the reservation and called the hotel today and was told the hotel is booked solid. And, because I did not show the first day, my whole reservation was cancelled, even though it's a non-refundable booking. I spoke with *** support several times tonight 10/29 (Agent Joe and Manager Michelle) and they were unable to resolve my issue. I desired to stay the remainder of my booking days at the hotel. As a matter of fact, contrary to the hotel's statement, the hotel is bookable via their own website. It is not right to take 4 nights of a payment for 0 nights of a stay.
Hello Revdex.com,
I am pleased to provide assistance with case #***. Below are the findings and resolution to the case: Customer Complaint: The customer is dissatisfied that we were unable to change the dates of stay for their reservation as it was booked for four nights instead of the intended three nights.
The customer is requesting a full refund for their reservation as compensation. Findings: According to our records, the guest booked a non-refundable rate with the policy below on 17 October 2019 at 5:19 PM Central Time:
The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
We reached out to ***/*** Airport-North in order to request the property allow the guest to check in on 29 October 2019. Unfortunately, we were not able to gain approval for this change.
On 29 October 2019, the customer reached out to us again to request a refund as they could not utilize the reservation. The hotel denied this request per the policy booked.
Resolution: As per our previously provided resolutions, we will be unable to supply a refund for this reservation. This is due to the property billing in full and the cancellation and change policy agreed to at the time of booking being non-refundable. Thank you for bringing this matter to our attention and allowing us a chance for resolution. Thank you, Tyler R. Customer Relations Specialist
I used Expedia.com to book a reservation for a hotel to stay the nights of Oct. 21 and Oct. 22 in Gatlinburg Tn. After completing the payment process I received a text conformation for the booking. Expedia changed the reservation from two nights (Oct. 21 and Oct. 22) to one night Oct. 20th. We were not in Gatlinburg on Oct. 20th. I contacted Expedia about the problem and after a lengthy conversation they basically blamed the Hotel and said they could not refund my money.
October 31, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** Revdex.com case number *** regarding a refund of $147.13 for the otel reservation being booked for the incorrect date.
Our records indicate on October 20, 2019, Mr. or an authorized user of the Expedia account booked a one night hotel stay at the *** by ***, checking in on October 20, 2019 and checking out on October 21, 2019, via ***.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on October 24, 2019, one of our representative contacted the hotel and advocated for a refund for Mr. and the hotel denied the refund request.
After further review on October 31, 2019, Expedia was able to review the documentation on the Expedia account and also retrieved the back office system. In review of our back office system we were able to verify the reservation was created for one night on October 20, 2019. The creation of the reservation appeared as follows:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com*** We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.Based on the above we will not be able to honor Mr. request for a 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,Di-Di FCorporate Correspondence Team
Complaint: ***
I am rejecting this response because: I believe that the date was changed somehow in the booking process, we reserved two nights stay and were sold one night stay on the wrong date. Also, we tried booking a room directly from the hotel prior to using Expedia and they had no vacancy. I have to come to the conclusion that Expedia pre-buys hotel rooms and resells the rooms via online thus the Hotel would have no authority in this matter. We were originally told by the service person for Expedia that she was contacting the hotel to verify whether or not we actually stayed at the hotel. If I can not receive resolution in this matter I will never be using Expedia again.
Sincerely
tinerary # ***
Tickets *** Booking ID On Aug *** I purchased 2 round trip tickets through Expedia. From FT Lauderdale to Grenada and back. The return portion of the trip was on ***. The trips date were 8/*** to 9/*** I also brought flight Insurance thinking that I would be covered in case of an emergency. On Sept when I called to confirm my return flight, I was told by *** that all flights were cancelled. I immediately called Expedia, because I brought the trip from them. Was told there was nothing they could do for me and that I would have to deal with the airlines directly. I needed to get back to Florida, my son needed to be back at school and I needed to get back to work. We were visitors in Grenda. I immediately called *** and was able to book 2 tickets to return to Florida on Sept *** As soon as I got back to Florida, I filed with the flight Insurance that I had purchased. WASTE OF TIME. Was told by them that this was not considered a emergency. Its not an emergency when my flight home is cancelled and I have no where to stay in a country where I am a visitor? Unbeknownst to me, *** changed the flights to Sept *** ( I was already back in Florida). It has been over a month and I am still trying to get my money back.
So not only am I out 609.50 but I am also out 500.00 which I paid to *** and refuses to refund my money claiming, that because I did not show up on the ***, therefore I was the one that cancelled the flights.
I think it is Expedia's responsibility to refund my money since I brought the tickets through them.
November ***
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number***) regarding a flight reservation. We understand that the customer is seeking a refund of $609.50, which excludes the departing flight and insurance plan, based on a trip cancellation.
On August *** Ms. or an authorized user to the account self-booked on Expedia’s website, under itinerary ***.Travel was with ***, traveling from Fort Lauderdale, FL, USA to St. George’s, Grenada departing on August , *** and returning with *** on September ***. The flight reservation includes a Travel Protection Plan, administered by Travel guard.
Our records show that on September *, ***, Ms., contacted Expedia to discuss the airline-initiated cancellation of the flight departing on September ***. We then advocated on the customer’s behalf by reaching out to the merchant of record (the entity that received the funds and the company that charged the customer’s credit card) to request a refund. Hence, *** approved our request per their “Flexibility Policy”, based upon, “Hurricane Dorian”. However, the time it takes for the refund to post to the customer’s account may take up to eight weeks.
Additionally, see Expedia’s Terms of Use which was agreed to by Ms. at the time of booking, which expressly states:
Terms of Use:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. Expedia has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
On November ***, Expedia contacted *** for an update; Ms. shall receive, “$609.50”, deposited into her account by November ***. Furthermore, 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. Expedia has no control over when, or how often, airline-initiated cancellations occur. We cannot expedite a refund provided by an airline and we must adhere to the airline’s refund timeframe.
Furthermore, Ms. may contact *** at the following number *** for refund confirmation. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
I recently booked 2 packages for a trip to Mexico in December. I split the trip into 2 reservations because according to the Expedia website, the basic room has 1 twin bed and the upgraded room has a king or 2 double beds. 1 twin bed would not work for my wife and I, but would be fine for our other traveler. Since the Expedia website does not allow you to select multiple room types in a multi-room reservation I created 2 reservations so we could upgrade 1 room and keep the other as a basic room. The charge at that time was $13-14/night for the upgrade. We contacted the hotel regarding the rooms and they confirmed that they have no rooms that have just 1 twin bed and that the 2 rooms we reserved are the same. So, we spent approximately $80 more on an upgrade that does not get us anything. I was on the phone with customer service for over 40 minutes and they were trying to tell me that the difference now between the rooms is $11 total and that's what they could refund for the trip. However, while on the phone I tried to book the same trip again and it showed $14.74/night as the upgrade fee. Expedia is only willing to refund $11 when they are advertising a nearly $90 difference all based on incorrect room details?
November 3, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding two vacation packages. We understand Mr. is requesting that Expedia compensate him by refunding a percentage of the hotel fee, based on the room type.
On October 14, 2019, Mr. or an authorized account user self-booked a package on Expedia’s website under itinerary ***. Travel was with ***, traveling from Chicago, IL, to Cancun, Mexico departing on December 1, 2019 and returning on December 7, 2019. The package includes a hotel and private shuttle service with a stay at ***, All-Inclusive for a check in on December 1, 2019 and a check out on December 7, 2019, for a total cost of $1913.70.
On October 14, 2019, Mr. or an authorized account user self-booked a package on Expedia’s website under itinerary ***. Travel was with ***, traveling from Chicago, IL, to Cancun, Mexico departing on December 1, 2019 and returning on December 7, 2019. The package includes a hotel stay at ***, All-Inclusive for a check in on December 1, 2019 and a check out on December 7, 2019, for a total of $841.05.
On October 16, 2019, Mr. contacted Expedia requesting a refund of $88.44, for selecting to upgrade his room to garden view. Therefore, we advocated on the customers behalf by contacting the resort to request a refund under itinerary ***. Regrettably, the property manager was unavailable.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and *** and is subject to the rules and restrictions of those providers. Furthermore, by selecting to complete this booking customers acknowledge that they’ve read and accepted Expedia’s Terms of Use.
Terms of Use:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We appreciate the time Mr. took to provide Expedia with (room type) feedback as a courtesy; Expedia processed a refund of $88.44, back to the customer's original form of payment.The time it takes for the refund to post depends upon the customer bank. Generally within three to seven days.
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,
Melanie A
Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
On June 5, 2019, I tried to book a room for 7 days in Destin Florida, the site that I chose and selected sent a pop up message that stated sold out. The following morning I had been charged $1349.00, for that room anyway. I immediately began calling Expedia and my Bank to inform them of what happened and that I needed a refund. My bank refunded me then after Thirty days passed without Expedia informing the ***/ *** / *** Company that this was an error made on their behalf, because of them failing to report this they have recharged my card and stating that Expedia failed to cancel the reservation and inform them about this situation. Expedia has failed to correct this problem when I never had anything to cancel in Expedia system I now have a negative balance in my account when I never stayed or made any reservations at this Company. Expedia I want my money back, I can’t feed my family because of this. We shouldn’t have to suffer because of the glitch on your system and App!! I called Expedia several times and they keep saying it’s not their fault I spoke with Jill/ Mgr from Corporate Office and she knows this is wrong and all the notes/proof are there in the notes.
November 6, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to a consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a hotel reservation. We understand Mrs. is seeking a refund of $1349.11, based on an unconfirmed reservation.
Our records show on June 4, 2019, Mrs. or an authorized Expedia account user self-booked a hotel reservation using Expedia’s website, under itinerary ***. The hotel stay was at ***, Fort Walton Beach, Florida for a check in on July 19, 2019 and a check out on July 26, 2019 for a total of $1349.11.
On June 5, 2019, Mrs. contacted Expedia for details on an attempt she made to book a future resort stay on our website. Therefore, we provided Mrs. with the (failed) transactions authentication receipt sent via email.
On October 9, 2019, Mrs. contacted Expedia for refund assistance as she claimed the (failed) transaction became an official charge that she disputed with her bank. Regrettably, that dispute was (closed) and her bank revoked the temporary credit. Therefore, as Expedia is not the merchant of record (the entity that charged the customer’s credit card) we advised Mrs. to contact ***.
Additionally, 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. Expedia does not own, operate or otherwise run any hotels. We cannot provide a refund unless approved by the resort and must adhere to the resorts policy.
Expedia’s Terms of Use, which were agreed to by Mrs. at the time of booking, expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Upon receipt of Mrs., (“Revdex.com”) complaint we advocated on her behalf with ***, requesting a refund of $1349.11. On November 6, 2019, *** advised that they have processed a refund check of $1234.11. It may take approximately thirty days to receive as it was sent to Mrs., personal address.
As a courtesy, on November 6, 2019, Expedia processed the remainder of $115.00, back to the original form of payment. The time it takes for the refund to post to the customer’s account depends upon how quickly her bank processes refunds generally within three to seven days.
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,
Melanie A
Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I booked a hotel through Expedia on the Sonoma coast. The hotel and surrounding area was ordered for mandatory evacuation because of the Kincaid Fire, and had to cancel the reservation. Because the order was transacted through Expedia, I was told I would need to contact them have a refund issued.
When I contact customer service, they said they couldn't process a refund because they couldn't talk to anyone at the hotel. I explained this was because there was a government issued mandatory evacuation and the hotel desk had to evacuate for their safety. Expedia staff there was nothing they could do and couldn't issue me a refund without speaking to someone at the (evacuated) hotel.
This policy makes no sense and is directly harming customers and businesses impacted by natural disasters.
November ***
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding his hotel reservation. We understand Mr. is requesting a full refund of the hotel reservation due to wildfires and mandatory evacuation in Jenner, CA.
Our records indicate that on October 1***, the customer or an authorized user of the account, self-booked a hotel reservation with ***, Jenner, CA, for October ***, on Expedia’s website, under itinerary ***. The total cost of the booking was $547.47. The hotel’s policy read as follows:
Cancellations or changes made after 6:00 PM local hotel time, Wednesday, October *** are subject to a hotel fee equal to 1 night(s) plus taxes and fees.
If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.
Upon review, on October ***, Mr. contacted Expedia and asked for a full refund of the reservation, stating he was contacted by the hotel and advised they were being evacuated. As the customer called after check in time, Expedia followed the hotel’s cancellation policy and charged the customer a full penalty of 100% of the booking value.
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. At the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We regret the extenuating circumstances were not taken in consideration during Mr.’s call to Expedia on October ***, further delaying issuance of his refund. On November ***, Expedia contacted the hotel on Mr.’s behalf and was able to obtain a waiver of the nonrefundable policy. On November ***, Expedia processed a full refund of $547.47 back to the customer’s original form of payment. The customer was sent an auto-generated email confirmation with refund processing times.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Gayana W
Corporate Correspondence Team
I booked three airline tickets for my grandchildren. I also got insurance in case I had to change them. It was 57.00. I went back online the next day to file a claim. I found out they cancelled my insurance by accident along with the flights. They e-mailed me and told me that they listened to the conversation and I only told them to cancel the flight. I called them for the second time to see if they could help me or refund the money 568.50. I was on the line for an hour. then they told me if I had filled out the forms they would be rejected anyway. They would not even allow me to file a claim on the insurance I paid for and did not get.
October 30, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** Revdex.com case number *** regarding a refund of $568.50 for the cancelled flight itinerary.
Our records indicate on October 22, 2019, Mr. or an authorized user of the Expedia account purchased three one-way flights departing on January 6, 2020 from Fort Walton Beach, FL to Wilkes-Barre, PA; along with the Cancellation Plan via ***. Mrs. called back to say she wanted to have someone assist her grandchildren boarding the flight. Our representative advised that we could not leave a note in the airlines record and asked her to contact the airline directly and she agreed.
Upon receipt of Mrs. complaint, we investigated the issues which were brought to our attention. We can confirm on October 24, 2019, the customer called to cancel the reservation due to a change of plans. Our representative advised the tickets were booked in a basic economy fare and advised of the policy. Our representative provided insurance contact details. The customer agreed to cancel. On October 25, 2019, the customer advised that there had been an error, stated the flights and insurance were cancelled and she did not ask for the insurance to be cancelled. She wanted to submit a refund claim. Mrs. stated she cancel the flights and had already rebooked another itinerary for January 1, 2020. Our representative was able to verify that a call had been listened to and it had been determined that at no point did the agent advise the insurance was being cancelled. Our representative asked Mrs. to send in medical documentation for a final decision. Mrs. stated she did not cancel for medical reasons. Our representative called AON and they advised that the customer could have made a refund claim and it would have depended on the decision but the policy is now cancelled.
After further review on October 30, 2019, I reviewed of the notes and documentation the account and called The ***. I advised that I was issuing a refund of $454.50. I explained the remaining amount on the account was $511.00 but since $57.00 for the protection had previously been refunded, I would retain the $57.00 and refund $454.50; Mr. agreed. I advised the refund would appear in three to seven business days on the card that was originally charged and that a refund receipt was being emailed to the email address on file.
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,Di-Di FCorporate Correspondence Team
My rental car agreement stated a price promised by Expedia that was around $1800. At the *** car rental I was charged $2500. Neither *** nor Expedia took responsibility for this charge, so I ended up paying extra $700 for the mistake made by Expedia. Beware of renting through Expedia. They are ok, until there is an issue like this and nobody will help you resolve it.
A couple of weeks ago I booked this hotel through expedia.com. When I got there they tried to charge $60 for the stay when it should have been $25. They claimed their system was down. I recently received a charge for 28.99 as they claim I had a reservation for Oct 18-19 when I was in Lake Charles, LA. I contacted expedia and they contacted the hotel. The hotel refused to remove this fraudulent charge from my account. I have since filed a claim with my bank as I did not authorize this charge, I did not stay at this hotel, and I did not have reservations on oct 18-19. Expedia supports fraudulent behavior.
Expedia booked me a flight and charged me 125.30 extra for a first class flight, then booked me a economy class ticket, I paid expedia, $947.40 for a flight leaving on May 10,2019, *** already changed my flight home, so basically, Expedia is providing me with a one way ticket, they tried to lie to me on the phone and tell me I did not pay for a first class ticket but I have a receipt for this, I was on the phone for 2 hours trying to resolve this and was repeatedly hung up , on lie to, this is not the first time expedia has robbed me, but it will be the last, I would like what I paid for a first class ticket, Iteniary ***, Expedia has charged us top dollar for hotels and booked us into the worst hotels they can find , Not even acceptable to stay in. Thank YOu
***
***@yahoo.com
November 1, 2019
Revdex.com Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com complaint # ***) regarding a flight reservation. We understand that *** flight starting in Reno, NV was booked under economy class not first class. Therefore, Mrs. is requesting that Expedia compensate her by upgrading the tickets.
Our records show that on August 9, 2019, Mrs. or an authorized account user self-booked a flight reservation on Expedia’s website, under itinerary ***. Travel was with *** from Reno, NV to Seattle, WA departing on May 10, 2020, and returning on May 15, 2020 for a total of $939.98. The flight reservation includes a combination of two one way flights and a Travel Protection Plan, administered by ***.
We verified on October 22, 2019, Mrs. contacted Expedia to request upgrade assistance for two non-changeable tickets. As, the customer claimed she secured first class tickets on both *** flights. However, by using an internal tool Expedia verified that Mrs. received and reviewed her flight confirmation on August 9, 2019. In which case, Mrs. first point of contact with Expedia wasn’t until late October. In addition, travel from Reno, NV to Seattle, WA departing on May 10, 2020; cost was $298.00. Therefore, Mrs. statement of paying an extra $125.30, did not apply to her outbound economy flight.
Additionally, 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. *** is (the entity that received the funds and is the company that charged the customer’s credit card). We cannot provide an upgrade unless approved by the airline and must adhere to the airline’s policy.
Consumers that select to complete a booking acknowledge that they’ve read and accepted our site Search Results, Flight Restrictions and Expedia’s Terms of Use Section.
Warning: Flights contain mixed seat/ cabin classes.
Search results sorted by: Best flight options balance price and convenience.
We consider factors like price, travel time, and number of stops
Departure Flight Term:
•Tickets are non-refundable, non-transferable and non-changeable.
•Please read the complete penalty rules for changes and cancellations
•Please read important information regarding airline liability limitations
Return Flight Terms:
•Tickets are nonrefundable and nontransferable. A fee of $125 per ticket is charged for itinerary changes. Name changes are not allowed.
•Please read the complete penalty rules for changes and cancellations or charter contract
•Please read important information regarding airline liability limitations
Note: The flight is a combination of two one-way fares, each subject to its own rules and restrictions. If one of your flights is changed or cancelled, it will not automatically alter the other flight. Changes to the other flight may incur a charge.
Terms of use Section:
Expedia may offer you the opportunity to book a reservation for a combination of two one—way tickets instead of a roundtrip ticket. Combined one-way tickets may provide a greater choice of flights, are often cheaper and can be combined on the same airline or on different airlines. Unlike roundtrip tickets, each one-way ticket is subject to its own rules, restrictions, and fees. If one of these flights is affected by an airline change (e.g. cancellation or rescheduling) that causes a Customer to make changes to the other flight, the Customer will be responsible for any fees incurred for making changes to the unaffected flight.
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Review the following hyperlink containing Hotel (star) classifications: https://www.expedia.com/Hotel-Star-Rating-Information
In regards to Mrs. (“Revdex.com”) statement of Expedia booking specific hotels and their locations, our records show that she or an authorized account user self-booked nine out of ten hotel accommodations. Furthermore, we issued Mrs. one $200.00 hotel voucher used on June 02, 2019, for a stay at the *** booked under itinerary: ***.
While we regret Mrs. experience was not as we would have hoped due to the information provided above Expedia is not able to honor her request.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
I don,t have any way to send you an upload, My lap top does not have word,. I can mail you a copy of my receipt showing that I did pay and extra 125.00 per ticket for first class, we do have first class coming from Seattle to REno, but not first class going to Seattle from Reno, I am very concerned about our hotels I booked as well, through expedia for the same time frame. They are now saying that it is non refundable. When I booked the hotels for Seattle it was not non refundable. I booked these tickets in April 2019 for May 2020.
I booked a one night stay for Nov 2,2019 (I haven't stayed yet) in Champaign IL and selected the pay when I arrive option.
I have already been billed for this stay on 3 separate dates. August 14, 28 and 29.
$255.37 each time for a total of $766.11 and have paid this bill three times so I don't accrue interest on my credit card
The hotel stated that I haven't paid for anything and they will be collecting another $255.37 on Nov 2nd
I have made numerous calls to expedia and they also insist I have not paid any money.
This is consumer fraud - I will be filing a complaint with the Chicago office of the attorney general.
October 28, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a hotel reservation. We understand that the customer is seeking an over refund based upon multiple charges for a reserved hotel accommodation.
On July 1, 2019, Mrs. or an authorized account user self-booked on Expedia’s Mobile site, under itinerary ***. The hotel accommodation is with ***, Urbana, Illinois for a check in on November 1, 2019 and check out on November 2, 2019.
On September 27, 2019, Mrs. contacted Expedia to request a refund of $766.11, claiming that *** charged her multiple times. Expedia is not the merchant of record (the entity that receives the funds and the company that will charge the customer’s credit card). Therefore, we provided ***’s contact number for assistance.
On October 23, 2019, Mrs. called Expedia back advising that she is continually being billed by ***. As a result, we requested that Mrs.s provide a bank statement reflecting charges submitted by ***. However, Mrs.s did not supply her record of proof preventing us from moving forward.
Furthermore, On October 28, 2019, we contacted *** to advocate on Mrs.s behalf by requesting a refund of all charges prior to her check in. Regrettably, the hotel declined our request by stating that the reservation has no current billing history, Mrs.s has not checked into the hotel.
Additionally, Expedia’s Terms of Use, the hotel’s restrictive policy and the Pay Later Definition which was agreed to by Mrs.s at the time of booking, expressly states:
Terms of Use:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Cancellation and change policy:
Cancellations or changes made after 4:00 PM local hotel time, Thursday, October 31, 2019 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.
Pay at Property Definition:
Pay Later is where the customer pays at the time of check-in directly to the hotel. A credit card is required on Pay Later reservations to secure the reservation and in case the customer is charged a penalty by the hotel.
Upon receipt of Mrs.s (“Revdex.com”) complaint, on October 29, 2019, Expedia unsubscribed the customer from receiving future Expedia emails. Please allow up to seven days for official confirmation.
In order to continue forward with Mrs.s case we respectfully request that she provide a copy of her bank statement in (PDF) format. That document will allow us to properly verify all charges mentioned within the (“Revdex.com”) complaint and then complete our investigation.
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,
Melanie A
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: this hotel has a history of fraud!
Expedia should stop selling this hotel on their website immediately.
They fraudulently over bill their customers as routine practice.
I am filing a complaint with the attorney general’s office immediately. Your company gave my information to a hotel that engages in fraudulent behavior. This should result in a class action case against Expedia and ***.
Sincerely
Booked a vacation through Expedia,*** changed flight schedule and told Expedia but Expedia never contacted us.We did not find out until day of flight.Expedia claims they sent an Email 7/4/19 but we have no record.We do have an Email from 7/14/19 that explains changes to the return flight,absolutely nothing about departing flight.They have not been able to provide a copy of the alleged Email either.Because of this we were stranded in Miami for 2 days,if not for good customer service from *** and 3 hrs on the phone with Expedia we would never have gotten there.They did give us a 200.00 credit which we used for 1 of our nights in Miami and offered to send us to a near by island if we could get to our final destination,they said it's only 45 miles away.I'm not a good swimmer,they are completely out of touch with reality.So we lost 2 days of a 2900.00 vacation booked through Expedia,Paid for a hotel the first night in Miami that thanks to a voucher from *** only cost 115.00,and enough aggravation to last until our next vacation.
October 27, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns 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 *** (Revdex.com case number ***) regarding a package. We understand *** is requesting a refund.
Our records indicate on April 20, 2019, ***, or a person authorized for the Expedia account, booked a package for two passengers including combined one way flights with ***, traveling from Philadelphia, PA to Curacao, Netherlands, departing on October 12, 2019, returning on October 19, 2019, and seven nights with the ***.
The outbound one way flight was affected by an airline initiated schedule change. *** offered new flights that departed about five hours earlier. The flights could not be provided without the customers acceptance due to the time change. The customer was also able to request a refund and purchase a different flight with another airline.
Expedia contacted the customer and did not reach them by phone, but sent an email advising of two flight options that may be accepted, and the option to accept a refund. We contacted the customer again that night and spoke to ***. She advised that she would call back when she makes her decision. A second email was sent to confirm the flight option she discussed and the refund option.
The customer contacted Expedia on October 12, 2019 stating they had not boarded the flight. The customer said they were working with the airline and were on standby for a flight in the morning. We called the vendors. The airline had nothing further to offer. The hotel allowed late check in but a waiver for refund or partial refund was not received.
Flights are not guaranteed until booked and confirmed. The airline was not required to hold the flights without confirming them until departure of the flight, and the customer had not accept the flights that were offered.
Currently the tickets are used and nonrefundable. We understand from the complaint that the flights offered by the airline on or after October 12, 2019 were not the most preferred by the customer. However, the only options that were available were new flights, or a refund. The airline does not offer new flights and a refund. Flight selection is often more limited closer to travel. Compensation is not available for a flight option not being selected earlier or for additional travel expenses.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:We never received the Email about flight change and *** never talked to anyone about flight change,that is a flat out lie.I asked them why they didn't call previously and was told they usually don't call they send emails.I told him if you can't get in touch with someone over something this important don't you think you should call and he said we don't do that.
Sincerely
On 10/17, I made a reservation at the ***, Los Banos, Ca.., for echoing in on 10/18 and checking out on 10/19. When I received the email confirmation, the dates were wrong, it had us arriving on 10/17 and leaving on 10/18. Within minutes I called the hotel to ask what to do and they said to call Expedia. Expedia tried to contact the hotel to transfer the reservation to the correct date or do a refund. This request had to be done by a manager. When he did arrive the next day, he said that this was not their policy. So we went to a different hotel. Our credit card was charged by Expedia at the time of the reervation for $120. Does this mean that even with being notified of an error WITHIN MINUTES that there is no way to
correct it? Does this mean that in the interest of customer service the hotel couldn't make the 1 day switch?
October 25, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** Revdex.com case number *** regarding refunding $120.99 for his hotel reservation.
Our records indicate on October 17, 2019, Mr. or an authorized user of the Expedia account booked a one-night hotel stay at the ***, checking in on October 17, 2019 and checking out on October 18, 2019 via ***.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm that Mr. called in to change the reservation due to the wrong date being selected. Our representative called the hotel and there was no answer, the caller disconnected the call. Mr. called again to follow up on changing the date of the reservation. Another one of our representatives called the hotel and was advised that the person who could provide an approval was not available and they suggested we call back at 11L:30am. On October 19, 2019, an email was sent to Mr. advising the *** denied the refund request.
After further review on October 25, 2019, Expedia called *** and they advised since the reservation date had passed, they would not authorize refunding the reservation. The *** advised they held the room on the date of the reservation and would not be able to authorize Expedia to issue a refund.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, activities and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the vendors.In addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:Terms of Use – Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Terms of Use – Liability DisclaimerThe carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. Expedia has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based in the above Expedia is not to honor the refund request. 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,Di-Di FCorporate Correspondence Team
I booked a hotel for a month long stay amd when I got to the hotel I was unable to checkin at the hotel becausd they do not accept foreign guests. There is no notification or rule in the hotel's policy that states they do not accept foreign guest at there hotel !! Expedia representative I spoke with after I was unable to checkin ... cancelled the current existing booking then I had to book 3 additional hotel rooms for my month long stay. I had hotel protection purchased thru Expedia as well. On my itinerary it specially shows and states all the rules and restrictions of the hotel. I have still not been able to receive my refund back from Expedia for the cancelled unused booking. Expedia refuses to acknowledge the misleading and fraudulent misconduct they have portrayed. Expedia has not followed there own policies and or terms and conditions which they provide there customers. Expedia still currently has denied all attempts I have token to recieve a refund which I am rightfully owed!!
October 25, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding a refund for $616.60.
Our records indicate on May 12, 2018, Ms. or an authorized user of the Expedia account booked a 28-night hotel stay at *** arriving on May 24, 2018 and checking out on June 21, 2018 via ***.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on August 29, 2018, Ms. called to cancel the hotel reservation, she stated that the hotel would not allow foreign guest to check in. Our representative contacted the hotel and had a difficult time understanding the hotel agent. There were not other notes following this communication. Ms. called back and our representative called the hotel and they denied a waiver or a refund stating they offered Ms. an alternative hotel and she denied it.From June 19, 2018 through June 27, 2018 there were numerous calls from Ms. asking about a refund for the hotel since they would not allow foreigners to stay at the hotel. The hotel on multiple occasions denied refunding Ms. because they claimed to have referred her to another hotel and she denied their reservation. From March 5, 2019 through April 23, 2019, there were numerous emails regarding Ms. reservation. Ms. emailed Expedia asking for the date the itinerary was cancelled. Expedia responded advising the reservation was not cancelled and due to the policy of the hotel they have denied the refund request. Ms. emailed Expedia asking for Expedia to provide her with, “copies including the federal licensing number of said hotel’s policies. Expedia sent her an email and referenced the cancellation and change policy. Expedia then referred Ms. to the *** for their policies. Ms. replied asking for Expedia to supply her with all relevant policies, terms and conditions relating to any denied refund requests due to hotel policies. There was no response sent to this email.
After further review on October 24, 2019, Expedia has been able to verify the reservation and the confirmation. We have not been able to verify the hotel policy that no foreigners are allowed. Expedia has been able to confirm that there was a chargeback submitted by Ms.. We contacted Ms. and she supplied detailed information via email of the chargeback being reversed by *** and the card account being closed. Expedia has issued a refund of $616.60 to the new card that Ms. gave and applied a $200.00 voucher to her Expedia account. Ms. confirmed before ending the telephone conversation that she received the refund receipt that was emailed to her. She was advised the refund would appear in the card in three to seven business days.
Expedia does not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.In addition, at the time of completing his booking on our website, Ms. agreed to our Terms of Use, which expressly provide:Terms of Use – Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Terms of Use – Liability DisclaimerThe carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. Expedia has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
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,Di-Di FCorporate Correspondence Team
I booked a tour on Expedia.com for a tour guide for Wednesday 10/16 in Vienna, Austria. The night of Monday 10/14, the vendor from the site emailed me stating he had to cancel and would refund. I replied to his emails twice and he has never contacted me back. Completely disappeared. I have contacted Expedia to resolve the issue and all they will say is they have contacted the vendor on my behalf and it is not their "policy" to issue me a refund. The charge on my credit card is to Expedia; they took my money and provided nothing in return. In addition, this vendor remains active on their site, despite knowing that they canceled my tour and will not refund.
October 23, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns 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 *** (Revdex.com case number ***) regarding . We understand *** is requesting a refund.
Our records indicate on October 2, 2019, ***, or a person authorized for the Expedia account, booked a 10:00 AM tour for October 16, 2019 with ***, for the ***.
We’re sorry to hear that your activity was cancelled and processed a full refund for it on October 23, 2019. The refund time frame varies based on the processing time of the credit card company.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I booked a hotel for 3 nights at *** Katy tx Sept 1-4th on the Expedia website. The booking listed 20%off with 2 nights booking.and it didnt reflect on my reservation. I chatted with a customer service lady she was great, worked with me until we got it figured out so I was owed $56.16. I told her to put it on the card I had on file. Then I checked that card and I noticed it was one I had closed. I reached back out to tell them I updated the card and make the aware that that card was closed. They kept telling me my bank would handle it. I told a couple of customer service people that was a credit card there is no affiliation with my bank. They didnt resolve so I called the credit card company they confirmed I closed the card and bo charges would go on it so when it was attempted it would bounce back to Expedia. I chatted again told the Expedia customer service person what the cc company told me. I let some time go by reached back out to see if they got my refund back they still saying I have to go talk to .y bank. Now over a month later I have no refund. I dont know who or where my $56.16 was charged to since they claim it didnt come back. I was going to let this slide but I just cant because I travel alot and I believe companies who I use should be reputable with the information they advertise to attract business- the 20% off and workable to fix an issue.
October 24, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** Revdex.com case number *** regarding a refund for $56.16.
Our records indicate August 16, 2019, Ms. or an authorized user of the Expedia account booked a four night hotel stay at *** by *** arriving on September 1, 2019 and checking out on September 5, 2019 via ***.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on August 29, 2019, Ms. contacted our social media team and advised that she should have received a 20% discount after booking two nights but didn't see any the discount reflect on the price. Our representative was able to retrieve the reservation in our back office system and verified that there should have been a 20% discount applied to the two night reservation. The representative issued a refund to the card on file for $56.16 and advised Ms.. Ms. called back and advised she no longer has the card that the refund was issued to. Our representative advised Ms. that the refund was being processed to that card and that she could contact the bank about the refund. On September 10, 2019, Ms. called in and wanted to know if we had processed the refund to card ending on 4778. Our representative advised the refund was processed to *** ending on *** and advised her to contact her bank.
After further review on October 24, 2019, Expedia has been able to verify the refund was issued on August 29, 2019 for $56.16 to *** ending ***. Additionally, Expedia has been able to verify that there was a chargeback filed with the financial institution on August 29, 2019. The financial institution settled the chargeback on September 9, 2019 for $56.16; which means the funds were issued back to Ms. card by the financial institution.
Expedia does not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.In addition, at the time of completing his booking on our website, Ms. agreed to our Terms of Use, which expressly provide:Terms of Use – Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Terms of Use – Liability DisclaimerThe carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. Expedia has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
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,Di-Di FCorporate Correspondence Team