I booked a hotel room through Expedia for my ***, France.
The Room described and pictured was a very elegant, luxurious room with a sea view and three beds.
I arrived at 11pm after traveling for 15+ hrs and I was given a room that was NOT the one I agreed to purchase for two nights.
The room assigned to me was absolutely dirty, with a disgusting smell, mold in the tile grout and it only had two single beds, with no view. Due to the language barrier, I called Expedia immediately to cancel and request a refund.
Expedia called the hotel and said they couldn't reach anyone with authority to request cancellation until the next morning. My husband and I left after 30 minutes of arriving as we would not let this ruin our vacation, we booked a much nicer hotel in the area for the same price. Expedia informed me they contacted to hotel and they denied our request for refund.
I don't believe they advocated for us in an effective manner, but more importantly I agreed to purchase a room under circumstances that Expedia falsely advertised, they broke the contract, and had the audacity to not refund my money. The hotel's policy is not my concern- It is Expedia who advertised & I purchased the room through.
It is Expedia's responsibility to audit these hotels they advertise to make certain the consumer is not mislead, and if the consumer feels they are they should have a right to a refund. The bait and switch is fraudulent.
Expedia has denied my request to a full refund.
Expedia.com Response
• Sep 27, 2019
September 27, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #: ***Dear Revdex.com, Expedia is responding to a consumer complaint from Mrs. *** (Revdex.com case number ***) regarding her hotel reservation. Our records show on September 11, 2019, Mrs. or an authorized Expedia account user self-booked a hotel reservation using Expedia’s Mobile website, under itinerary ***. The hotel stay was with ***, Nice, France for a check in on September 11, 2019 and a check out on September 13, 2019. We understand Mrs. was not satisfied with the quality of her room and is seeking a full refund. On September 11, 2019, Mrs. contacted Expedia for refund assistance we advocated on her behalf by contacting the hotel authorization. Regrettably, the property manager declined our request citing there,” Non-refundable”, cancellation policy that Mrs. agreed to at the time of booking. However, Expedia has a relocation department for Mrs.’s particular situation that couldn’t be discussed since Mrs. preferred a refund.See the following *** policy: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.Furthermore, On September 27, 2019, we reached back out to the hotel for reconsideration. The hotel’s manager advised that Mrs. did not mention her quality concerns which prevented the hotel from accommodating her. Nevertheless, the property manager stated that Mrs. preferred a, “Sea View”, at the same rate she paid for a, “City View”, which could not be accommodated. Therefore, the hotel did not permit a refund. 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. Additionally, 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.Nonetheless, on September 27, 2019, Expedia processed a partial refund of $237.16, 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. While we regret Mrs.’s experience was not as we would have hoped and any subsequent inconvenience caused, due to the information provided above, Expedia is unable to provide a full 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, Melanie ACorporate Correspondence Team
I Booked a hotel room for the *** on Expedia.com for one night, Oct 11-12th. The Expedia website advertised a "pay later" (upon arrival) option which I selected.
After booking through Expedia a few minutes later my card was charged for the full reservation amount of approximately $600.
I called Expedia and I was told that the charge was a pending charge to ensure there was money on the card and would be lifted shortly after. The charge was never lifted.
This error, on their behalf, puts my family in a tight position because now I am out of money to live off for the next couple of days until I am paid again. When I called Expedia they told me all they could do was give a refund which would take 3-5 days which still inconveniences my family.
But that I would still be charged a cancellation fee- even though on the website it stated I had until Oct 4th to cancel free of charge.
The company's only solution to the issue was to credit my account with a $200 coupon for a future hotel booking which, again, doesn't provide my family with money to live off of until my next pay day.
Expedia.com Response
• Sep 27, 2019
September 27, 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 being refunded for $606.52.
Our records indicate on September 19, 2019, Ms. or an authorized user of the Expedia account booked a one night hotel stay at *** checking in on October 11, 2019 and checking out on October 12, 2019 via itinerary ***.
Upon receipt of Ms.’s complaint, we investigated the issues which were brought to our attention. We can confirm on September 20, 2019, Ms. called in a few times, one was for clarification and on the other two calls she was advising that the hotel charged her for the reservation. Ms. was upset since she picked a pay later option for her hotel. She was under the impression the amount would be settled at time of check-in at the hotel. She advised the amount had been collected and states it is not pending.
Our representative called the hotel and they advised they are a deposit hotel and they are charging one night plus tax, deposit and a full amount if the reservation is for one night. The hotel advised they needed to charge a $35.00 service fee. Our representative offered Ms. a $50 coupon and declined asking for additional compensation. A $200 voucher was added to her Expedia account. On September 21, 2019, the reservation was cancelled, a cancellation email was emailed to the email address on file. The email advised. “if you have been charged a deposit or partial payment you will be refunded by ***”.
After further review on September 27, 2019, Expedia has been able to verify the hotel was a pay later reservation, the confirmation stated $0.00 were due at the time of the reservation. Making a reservation on Expedia.com would have allowed the system to take an authorized hold on the card to validate the card. The funds that got authorized were held and were not available to be used until the authorized hold had been released or the authorized hold becomes a charge. The authorized hold was released on September 21, 2019 after the reservation was cancelled.
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 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.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 travel 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 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.
Based on the above Expedia is not able to honor Ms.’s 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 was not given a full refund on travel plans eventhough purchased cancellation insurance .
Expedia.com Response
• Sep 27, 2019
September 27, 2019 Revdex.com Alaska, Oregon & Western Washington Complaint Department
RE: Expedia.com Case *** Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer complaint from ***. Expedia.com, Inc. is responding to the consumer complaint from Ms. (***) regarding an airline refund request. Our records show on September 19, 2019, Ms. self-booked an Expedia.com airline reservation for two passengers via booking number ***. The flight was set to depart on October 10, 2019, with *** and return on October 15, 2019, with ***. Ms. also added a Travel Protection plan for the flight $72.00. We understand from Ms.’ complaint she would like to be refunded the amount paid for the *** portion since they did not authorize a refund. The amount requested by Ms. for refund is $353.96. Upon researching the customer’s complaint, we can confirm that Ms. called Expedia more than 24 hours after she had initially booked to request a full refund of her flights. The fare rules mention the airline tickets are non-refundable. While we contacted both airlines, only *** authorized a full refund for their return portion. *** informed us that they would only be able to provide flight credit in the amount of $82.00. Regarding the protection plan that Ms. purchased, it mentions that customers may be reimbursed change fees if they need to cancel due to a covered reason such as injury, death in the immediate family or sickness. On the call Ms. made to Expedia, the Expedia agent and Ms. agreed the cancellation was being made due to change of plans. As you may know, Expedia.com.com acts as a third party intermediary for airlines, car rental companies, and hotels. We are unable to provide a refund that was not authorized by the airline. Furthermore, during the booking Ms. agrees to abide by the terms and conditions imposed by any supplier with whom she elects to deal with. The Terms of Use that Ms. accepted are provided below. SUPPLIER RULES AND RESTRICTIONS Additional 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. LIABILITY DISCLAIMER 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.com Companies or the Expedia.com Partners. The Expedia.com Companies and the Expedia.com 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.com Companies and the Expedia.com 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. Because of this Expedia will be unable to provide a refund of any amount. 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 by phone. Sincerely, Daniel A Customer Correspondence Team
I purchased 2 vouchers for a shuttle service to and from the Detroit airport. When I arrived at the shuttle area, I learned the company providing the service was permanently closed. I called Expedia and they tried to call this company but their phone lines have been disconnected. I have requested a $100 refund of what I paid for the shuttle service but have been getting no clear reasons why I cannot have a refund for services sold from a CLOSED company.
Expedia.com Response
• Sep 25, 2019
September 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 being refunded for $100.00. Our records indicate on April 22, 2019, Ms. or an authorized user of the Expedia account booked a package reservation for two with a round trip flight departing on September 12, 2019 from Rochester, NY to Detroit, MI and returning September 16, 2019; along with a four-night hotel reservation at *** and an Airport Shuttle via itinerary ***. Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on September 13, 2019, Ms. called in about the shuttle service. The shuttle service is no longer in business and Ms. is looking for a refund. Our representative tried calling the business and there was no answer. From September 12, 2019 through September 19, 2019, there were numerous emails between Expedia and Ms. and Expedia and *** regarding *** not being available for service. Expedia emailed Ms. advising we were trying to communicate with *** regarding their service. The next email sent to Ms. apologized that we would not be able to issue a refund based on *** policy and Ms, *** reason for cancelling. Ms. responded advising that was unacceptable. After further review on September 25, 2019, Expedia was able to review the details on the account and the email communications, along with verify the telephone numbers for *** is non-operational. Expedia issued a refund for $100.00 to the card that was originally charge, emailed a refund receipt and applied a $50.00 voucher to the Expedia account. The voucher is valid for a 'pay now" stand-alone hotel or hotel as part of a package reservation. The voucher is valid until September 30, 2020. Please know that this voucher is not intended to place a value on your experience, but rather, it is meant to emphasize our commitment to you as a customer. We want to encourage you to continue using Expedia for your future travel needs. 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. 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 travel 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 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. 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 TeamTell us why here...
Customer Response
• Sep 26, 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 purchased 3 airplane tickets from the Expedia with 1 piece of checked luggage for each ticket included in the price. Upon check in I discovered that I had to pay for the luggage. I called Expedia and told them about it. They said all I need is receipt. No other specifications were made. Upon payment for luggage I received 2 receipts: one for my luggage and another for 2 other pieces for the passengers with me. Expedia refunded me only for one piece of luggage and not the other two. Total SCAM!!!
Expedia.com Response
• Sep 26, 2019
September 26, 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 being refunded for $164.80.
Our records indicate on February 24, 2019, Mr. or an authorized user of the Expedia account booked three one-way flight departing on September 2, 2019 from Madrid, Spain to New York, NY, USA via itinerary ***.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on September 1, 2019, Mr. called to get baggage information. Our representative noted that there was a general error and noted that the flight information states baggage allowance and fee. The call was escalated and our representative verified the airline baggage policy was confirmed that there was no fee for a carry-on and the first checked bag, there was a $85.00 - $100.00 for second checked bag. Mr. replied with the screenshots confirming the same. Our representative verified a site error and advised Expedia would pay for the first checked bag and Mr. needed to reply back with a receipt. Expedia emailed Mr. advising we received the baggage receipt and would issue a refund for the first bag in the amount of $83.00 (75EUR equivalent). Mr. replied to the email advising that they bought three tickets and each person was charged. Expedia responded advising the screenshot that we received was for two bags listed under the name *** and that Expedia would only issue a refund for one bag. On September 2, 2019, Expedia received an email from Mr. with baggage receipts. Our representative verified a previous agent advised Mr. to pay for the baggage and send Expedia the receipt for reimbursement. Mr. sent two receipts one for 75.00EUR for the first bag and the other was for 150.00EUR for a second bag. Both receipts were issued for the ticket issued to ***. Our representative consulted with a supervisor and was advised to only issue a refund for 75.00EUR for the first checked bag. Our representative processed the refund and emailed a refund receipt.
After further review on September 26, 2019, Expedia was able to verify confirmation itinerary advised no charge for a carry on or the first bag and the second bag would be charged from $85.00 to $100.00. Expedia was able to verify the baggage receipts received were for ticket number ***; the first bag was charged 75EUR and the second was charged 150.00EUR.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. Iberia was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
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 travel 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 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.
Based on the above Expedia is not able to honor Mr. 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
Customer Response
• Sep 26, 2019
Complaint: ***
I am rejecting this response because:
The response is a complete lie since in the receipt attached for $150 euros it states 2 pieces of luggage.
If what they claim was true, the receipt would only show one piece of luggage.
Three tickets sold had one piece of luggage per ticket. Receipts attached clearly show that I paid for those 3 pieces.
If this would be as they claim, I would of paid 150 just for one piece.
As stated before, this company is a scam. Their shady business practices must be known to the public.
Stop blaming other parties and take responsibility and refund what you owe me!!!
This is a fraudulent company. They have approved a refund and guaranteed one, but are refusing to provide it. They kept me on hold for. Over THREE hours and then finally hung up on me. They are ripping people off and should be investigated.
Expedia.com Response
• Sep 27, 2019
September 27, 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 Mrs. *** Revdex.com case number *** regarding being refunded for $759.91.
Our records indicate on July 29, 2019, Ms. *** or an authorized user of the Expedia account booked a round trip flight departing on August 28, 2019 from St. Louis, MO, USA to London, England, UK and returning on September 2, 2019 from London, England, UK to St. Louis, MO, USA along with a four night hotel stay at *** via itinerary ***.
Upon receipt of Mrs. complaint, we investigated the issues which were brought to our attention. We can confirm on August 12, 2019 - Ms. or an authorized user of the Expedia account called in and requested to cancel the reservation. Our representative called the hotel and the hotel authorized Expedia to refund the non-refundable hotel reservation. The agent issued a refund for $241.11 and processed the cancellation of the flight. On August 16, 2019, Ms. or an authorized user of the Expedia account called in about information on the future travel credit. Our representative advised a $300 change fee plus any difference in the price of the new fare. Ms. inquired about extenuating circumstances. Our representative advised the request to cancel is based on extenuating circumstance would be determined by *** not Expedia. On September 19, 2019, Mrs. called in stating that she spoke to *** and she was advised that they have refunded Expedia for the cancelled flight. She confirms she has an email advising the same. Our representative called ***, they did not have any information about that. Mrs. asked for a supervisor. Mrs. was wanting to get a refund for the flight. Our representative advised the information from the case notes and Mrs. stated she would dispute the charges on her card with her bank and disconnected the call. Expedia received an email from Mrs. showing the she submitted a refund request via ***.
After further review of the account on September 27, 2019, Expedia verified the hotel authorized Expedia to issue the refund that was issued on August 12, 2019 for the cancellation of the hotel reservation. Expedia called *** and they advised the reservation has not been refunded. They also advised they sent correspondence to the customer on August 22, 2019 and are awaiting a response. The airline ticket has a $300 penalty and traveler would be responsible for any price difference for changing the ticket if *** does not authorize the refund due to extenuating circumstances. I contacted Mrs. today and she admitted to filing a dispute with her bank for fraud. I explained that filing a dispute takes precedence over this complaint and that this complaint would be closed based on her admittance to filing a dispute with her bank. I explained that I had spoken with *** before calling her and that *** advised the ticket had not been refunded. *** advised they emailed correspondence to the customer on August 22, 2019 and were awaiting a response. I advised Mrs. that the ticket was non-refundable and anything other than exchanging the ticket with the $300 penalty would have to be authorized by *** such as the cancellation for extenuating circumstances.
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.
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 travel 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 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.
Based on the above Expedia is not able to honor Mrs. 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
Tell us why here...
Customer Response
• Sep 30, 2019
As you can see, *** issued a refund. Expedia is not releasing that.
My wife was searching for rooms near the Roosevelt mansion in New York. Kingston is a town not far from the museum/mansion. The search listed a room in Kingston Jamaica among the rooms in Kingston NY. After 2 days she realized her mistake and contacted Expedia and the hotel. They were both very rude and told her too bad. Coincidentally, we also took out travel insurance. They will not pay the claim and neither the hotel (who was not booked up and had plenty of time to sell that room if need be) or Expedia agreed to a refund. Poor business model.
I booked a hotel through expedia for $480.51...it said I can cancel b4 Oct and get 100% of my money back. After I booked it, I got a receipt showing $680.51 was my balance. So--I called the office manger and left a message, I tried to call 3 times w/out reaching someone so I cancelled my reservation. I got my refund but they charged me $47.00 fee----no where did they say I would pay a $47.00 fee at all. I want my 100% refund since the amount I agreed to was different from what they were charging me.
Expedia.com Response
• Sep 25, 2019
September 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 being refunded for $47.00.
Our records indicate on September 16, 2019, Ms. or an authorized user of the Expedia account booked a three-night hotel reservation at the *** in Panama City Beach, FL, checking in on October 26, 2019 and checking out on October 29, 2019 via itinerary ***.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on September 25, 2019, Expedia was able to review the details of the Expedia account, the reservation was charged $480.51 (which did not include the $45 service fee or the $100 deposit that was noted on the confirmation itinerary) on September 16, 2019 and refunded the same amount later the evening. There have not been any calls or documentation on the account in regards to Ms. concerns. The confirmation itinerary advised the property would collect an estimate total of $680.51 which breaks down to $95.00 a night, $50.51-taxes and fees, $45.00-service fee and $100.00-deposit. A cancellation penalty was applicable to reservation that were cancelled after 11:00am (local hotel time) on September 26, 2019.
After further review of the Expedia account and verification that the $480.51 charge amount was been fully refunded on September 16, 2019. Expedia would suggest that Ms. communicates with the vendor that appears on her bank statement. 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. 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.
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 travel 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 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.
Based on the above Expedia is not able 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 my hotel through expedia 3 months ago. Received confirmation and paid in full. I was traveling to Scotland to drop my daughter to school. This was the busiest time of the year for the school and all the area hotels were sold out. We had had luggage (6 bags) and travelled across the globe just to find out that hotel was over booked. Six families were left without a place to stay. Our attempts at contacting expedia were unsuccessful. We ended up staying in a hotel which was three times expensive than the one we booked through expedia.
I finally reached expedia and they refused to provide compensation. My original booking was for $678. The one I ended up staying costed me $2500. Expedia states they can only give me $100 for this loss. I am requesting your assistance in resolving this issue
Expedia.com Response
• Sep 27, 2019
September 27, 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 being refunded for $1500.00. Our records indicate on July 21, 2019, Ms.-*** or an authorized user of the Expedia account booked a four-night hotel reservation at ***, checking in on September 6, 2019 and checking out on September 10, 2019 via itinerary ***. Upon receipt of Ms.-*** complaint, we investigated the issues which were brought to our attention. We can confirm on September 12, 2019, Ms.-*** called in because the reservation was booked on Expedia and she stated the hotel advised her there were seven reservations booked by them. Upon arrival the hotel advised they have no reservation. Ms.-*** wanted compensation because they spent additional money getting another hotel reservation. Our representative spoke with the hotel and the hotel advised they cancelled the reservation. Ms.-*** called back later that day and advised about the hotel cancelling her reservation. Our representative verified the issue had previously been resolved and a refund for the hotel room had been authorized by the hotel and issued. Our representative offered a $200 coupon and Ms.-*** refused it saying she would not be using Expedia again. She requested our legal address. Ms.-*** called in again asking for compensation. Our representative offered a travel coupon and she declined the offer. Ms.-*** requested to speak to a corporate manager to report the issue. Our representative advised Ms.-*** that we can help her send a feedback to our management or she can send a feedback from our website. Ms.-*** insisted on speaking with corporate or else she stated she would report to the Revdex.com. After further review on September 26, 2019, Expedia was able to verify the vendor cancelled the booking and a full refund was issued on September 12, 2019 for $648.37 and 3,261 Expedia points were returned to the Expedia account.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 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. 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 travel 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 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. Based on the above Expedia is not able to provide any compensation for additional expenses as we are a third party. 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 TeamTell us why here...
Customer Response
• Sep 28, 2019
Complaint: ***
I am rejecting this response because: Expedia confirmed my reservation on July 20th. I travelled to a different country and was confident that I had a place to stay. The hotel informed me that they had notified expedia that it was overbooked and will not have rooms available. However expedia never informed me of this.
The result was that I arrived after 14 hours of travel with luggage and no place to stay in a different country. Since this was the busiest time of the year for that area, all the hotels were sold out except for the very expensive one. Since I did not want to stay on streets I had no choice but to check in a very expensive hotel (500 pounds per night). I spent almost $3000 just because expedia over booked. Expedia is equally responsible for this mess, along with the ***. The *** did refund me but I want compensation from Expedia for my financial loss and emotional trauma.
Thousands of people trust Expedia while they travel and no one should have to experience what me and my daughter had to. My plea to Revdex.com is to help me in this regards.
Expedia is deceitful. I had to purchase a one-way ticket for a flight in 3 days to help out my daughter. Expedia price was $171. By the time I got home to book the flight, It was now $249.
So I had to book a less convenient flight for the $171 (because I don't have a money tree). After I put in my credit card information and clicked "confirm", my total charged for the flight was $248.
Uh, what?! So I was upset and called customer support. He said that the site wasn't updated. (uhhh, ooookaaay). So I said I would like him to cancel that and book me on the more convenient flight, if I'm going to be paying that price. So he did. So this morning, I thought I'd check the Expedia site again, an lo and behold, my flight was back down to $171. So I figured I would cancel my flight (since I was still in the 24 hour cancelling window) and book it at $171. But to make sure, I wanted to call and do it and talk to a representative. Guess what....the ticket was going to be $249 (surprise, surprise!). I questioned their advertising for the $171 price. She said that it hadn't been updated. (But yet the night before it had been updated to the higher price.....so I know some little munchkin is working on their website every minute of the day). I was furious. It is obvious that they advertise a lower price...like Only 4 left at this price!, (in red print) right? What? Are those four seats strapped to the bottom of the plane or something? It is all ***--! It comes down to they (Expedia) pick-pocketed me out of $78! They stole $78 from me and you and anyone else who is experiencing this issue. it is false advertising, but somewhere on their site they have a loop hole to protect them. It is robbery, no question. I'm furious and disgusted! I've read all these letters below mine and the same theme permiates throughout. Expedia are swindlers. The execs probably sit nice and pretty in *** in Bellevue, WA. You should be ashamed of yourselves robbing people! You are thieves, no question. Shame on you!!!!! I have harsher words to say, but will spare the reader. But you, Expedia....***!!!
NEVER USE THIS COMPANY!! Booked a flight and had to cancel 3 weeks in advance of travel date for family reasons. I purchased the insurance so I thought I would be reimbursed...WRONG! The insurance company (AIG) makes you file a claim and then determines whether or not they believe you deserve a refund. I jumped thru all the hoops and filed a 6 page claim.
After 3 weeks of bickering I finally get a response that denies my refund because they determined I did not have a legitimate reason for cancelling. WHAT?--I PURCHASED THE INSURANCE, SO THE REASON WHY I AM CANCELLING IS IRRELEVANT! That's what I get for not reading the fine print.
Expedia washed their hands of the entire process once I booked and they had my money. They told me they could do nothing about refunding my money for the flights.
Expedia has a 1 star rating and nearly 3000 complaints---how are they rated A+ on this site? This company should be shut down. They have nearly 50,000 fake reviews on their site-you can tell by reading them, and you can't leave a review unless you book another trip!
on September 16th 2019 I booked 5 rooms with Expedia starting that night and lasting 10 days. I had employees show up to check into said rooms and the company owner gave authorization over the phone for the employees to check in. they only gave them 3 of said 5 rooms and proceeded to cancel the other 2 rooms. I was issued a refund for those by phone when I called to get things figured out. they then said I had to rebook the 2 rooms and increased the daily rates from what I first paid and agreed to. With employees at the property I had no choice but to pay what they required so that my employees could go to bed after working a long night.
Expedia.com Response
• Sep 24, 2019
September 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 being refunded for the difference in cost of new reservation that was booked after the hotel cancelled the original two rooms as no shows.
Our records indicate on September 16, 2019, Mr. or an authorized user of the Expedia account booked five rooms, ten-night hotel reservation at the ***, checking in on September 16, 2019 and checking out on September 29, 2019 via itinerary ***.
Upon receipt of Mr. *** complaint, we investigated the issues which were brought to our attention. We can confirm September 16, 2019, Mr. called in advising that his reservation has five rooms but says the hotel only gave them three rooms. Our representative called the hotel and the hotel advised that they cancelled two rooms because no one checked in before midnight. The hotel advised that they will charge for no show. The hotel agreed that they would process a full refund for the two rooms if the customer booked another reservation in the hotel. Mr. wanted to have the two new rooms with original price. They advised if the guest fails to check-in until midnight it will automatically be canceled. Our representative offer to book two standard, queen bed rooms for September 17-26, 2019 but at the current price. Mr. did not agree. Our representative advised the policy and procedure of the hotel and also advised that Expedia works from a live inventory environment. Our representative advised the refund will be initiated for two rooms with the hotel’s approval. Our representative offered a $50.00 coupon as one-time compensation but Mr. declined. Mr. wants to have the same price and asked for a manager. The call was escalated to another representative, who advised Mr. that the hotels notes on the case history advise the hotel approved a refund for the two rooms if the customer booked new reservations. Our representative booked the new reservation under itinerary number *** at the current rate of $516.06 per room for a total of $1032.12.
After further review on September 24, 2019, Expedia was able to review the details on the account. The hotel has been very accommodating authorizing a refund for the two rooms that were no showed as long as two new rooms were booked.
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. 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.
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 travel 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 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.
Based on the above Expedia is not able 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
Tell us why here...
Customer Response
• Sep 30, 2019
Complaint: ***
I am rejecting this response because:
Expedia is the sole company that charged our credit card charging us more than we had already gotten the rooms for. the Hotel confirmed that we got the exact same rooms that were initially reserved for us.
If Expedia is not responsible for rates they should not be the one collecting the money it should be left to the hotel so that issues can be taken up with the person who charged the credit card.
I am currently on Active duty at Fort Bliss, TX training for an upcoming deployment. I had scheduled flights and car rental for Oct 11th-15th for my wife and kids to come visit on my 4 day pass before leaving. I was recently told I was being sent home due to a medical issue and would not be deploying. Due to this I will be going back home and will no longer be in Texas during the dates I booked the flights for. I requested a refund via *** and the site told me to contact who I booked the flights through. So I contacted Expedia and they told me that I could not cancel my flights or be refunded. I explained the situation to them and they still refused to refund my flights and only offer to cancel the rental car. So I am expected to just lose out on $1400.
Expedia.com Response
• Sep 25, 2019
September 25, 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 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 their flight reservation. We understand Mr. is requesting a full refund of the flight reservation due to Change of Military Orders.
Our records indicate that on September 6, 2019, the customer or an authorized user of the account, self-booked a package for October 11-15, 2019, under itinerary ***. The package included a flight with *** for three passengers from Indianapolis, IN, to El Paso, TX; departing on October 11, 2019, and returning on October 15, 2019; a Car Rental reservation, and a Travel Protection Collision Damage Plan. The customer paid $1,815.53 for the package, including $1,593.00 for the flight.
Upon review, on September 16, 2019, Mr. contacted Expedia via chat, requesting to cancel his package. Expedia advised the customer of the *** Cancellation Policy, and assisted with cancellation and a full refund for the Car Rental reservation and the Travel Protection Collision Damage Plan. On September 18, 2019, Mr. contacted Expedia by phone, requesting to cancel the flight reservation due to change of military orders.
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’s Terms of Use 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 advised *** policy requires that passengers contact them directly for refund consideration due to extenuating circumstances. We provided the customer with a direct link to submit their refund request through *** along with the airlines’ requirements, we advised that a refund is not guaranteed. Upon review, the customer submitted a claim on ***' website and it’s currently pending. It may take up to six weeks for the airline to review the claim and make a decision. The customer can check the status of their refund online or contact *** directly for an update. Once the decision is made, *** will notify the customer of the outcome.
Again, 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,
Gayana W
Corporate Correspondence Team
Customer Response
• Sep 25, 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 recenlty booked a Las Vegas stay through Expedia, which they failed to send the ***, Las Vegas my confirmation which was paid in full. Upon my arrival to the *** I had to wait an extensive amount of time and contact Expedia and when finally getting through to someone they assured me all was taken care of. The *** requested I pay my resort fees and keep a card on file which I did, and did not object to do, but I was never aware they were going to charge me once again for the weekend their rates which I ended up leaving the property with a invoice of $823.14 dollars which I should have not paid for since my reservation was booked through Expedia. I contacted Expedia and *** several times and no one has been able to resolve anything for me. This is my SECOND time filing a complaint through the Revdex.com, the first was directed to *** and now I am directing this to Expedia. I have my confirmation from Expedia and the Invoice from ***. I also have emails from Expedia when they allegedly tried to resolve my problem and never did.
Expedia.com Response
• Sep 24, 2019
September 24, 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 hotel. We understand *** is requesting a refund.
Our records indicate on June 21, 2019, ***, or a person authorized for the Expedia account, booked a reservation for two nights with the ***, for check in on June 29, 2019.
The rate and reservation selected was nonrefundable with no changes allowed at the time of booking. It was advised that payment would be taken by the hotel within 72 hours of completing the booking.
We contacted the hotel to discuss this complaint and were advised that the reservation was not valid, because the payment had not been received from the form of payment provided at the time of booking.
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
• Sep 25, 2019
I went ahead and added my bank statement per your request. I highlighted the 6/25/19 Transaction of $376.41 which is listed as "Homeaway" which I was aware of since it said so on my Expedia confirmation I received and sent you also (***) I also Highlighted (second PDF) the *** charge of $823.14. I redacted my account number but if need be, I can resend the PDFs without it.
Expedia.com Response
• Oct 01, 2019
October 1, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the additional documentation from our customer. We are responding to the consumer complaint from *** (Revdex.com case number ***).
We’re sorry to hear that the customer was double charged for the reservation. We are working directly with the customer to correct the situation.
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.
My wife and I used Expedia.com to make reservations at *** in Jerome, ID for July 25-28, 2019. Approximately two weeks before the start of our stay I received an email from *** stating that a water line had burst and all reservations were being cancelled. They stated that our reservation would be transferred to the ***.
Upon arriving on July 25, 2019 at Twin Falls, we were told that reservations had not been transferred from Jerome, but they did have a room available to us, but for a direct payment from us.
After arriving back home I contacted Expedia to start the refund process and sent them a copy of the email I had received from ***.
Expedia has sent me numerous emails telling me they are working on it, and are having a hard time contacting *** for confirmation. It has been weeks since I've last heard from Expedia.
I do not feel it is fair for Expedia to charge me the $327.63 for lodging I was unable to use of no fault of my own.
Expedia #***. ***, ID *** Phone#
Expedia.com Response
• Sep 23, 2019
September 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 a hotel. We understand *** is requesting a refund.
Our records indicate ***, or a person authorized for the Expedia account, booked three nights with the ***, for check in on July 25, 2019. The rate and reservation selected was prepaid. The only amounts due at the hotel for the nights prepaid were any incidental charges that may have been made.
We regret to hear of any issues that may have affected ***’s stay or booking experience. We reached out to the hotels to advocate on our customer’s behalf.
We understand that the *** relocated the guests to the ***, and the customer contacted the hotel after the stay with a billing inquiry. *** advised they initially charged the customer’s credit card at the time of check in, but refunded the room charges back to the customer.
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
• Sep 26, 2019
Dear Revdex.com, thank you for your efforts to solve this problem. I can see already that I will need to file in Small Claims Court here in Bakersfield, CA to resolve this issue.
Expedia.com Response
• Sep 29, 2019
September 29, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the additional comments from our customer. We are responding to the consumer complaint from *** (Revdex.com case number ***).
As previously advised, we contacted *** agreed that they did charge the customer’s credit card at check in. However, they advised that they refunded those charges.
Please provide a check out folio from the hotel showing that charges that were paid at when the room was checked out, as well as the payment method, for further consideration.
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.
Me and some girlfriends each purchased bundled trip(paid for both hotel and flight accommodations) for a trip to the Dominican Republic in April/May2019. A few weeks after booking and paying the trip, the girls decided not to go anymore because of the amount of deaths occurring in this country shortly thereafter. We all decided not to go any longer due to the deaths, US travel advisory, and our safety. I few days later I requested a cancellation and/or a refund or at least a credit towards another trip from Expedia.COM, they refused to give me the refund back for the flight. Even though my purchase was nonrefundable, non transferable, and had no trip insurance, my argument was that I should at least get some type of recovery due to the reason ALONE of me cancelling this trip. We did not feel it was safe to go, and it was out of our control of the curcumstances surrounding this destination and this trip. I did not want to travel alone, so I had no other choice but to cancel and ask for a refund or trip credit back. Expedia.COM quickly then refunded by the hotel portion of the trip, but will not refund me back the flight portion or at least give me a credit towards a future trip. My argument is IF this trip is nonrefundable, non transfereable, and had no trip insurance applied, why did they refund me back the hotel portion??? There should be exceptions to their policies due to the nation of my request to cancel this trip. Through multiple calls to them and delta, Expedia mentioned that was a time frame from july to August 15th to get any recovery back from trips, however, I was not told about this timeframe, nor did I receive any emails/notification from Expedia or anyone about this timeframe. Regardless if a timeframe was put in poace or not, I feel like I am being ripped off of $602 of my hard working money for a trip that I will not go on due to safety concerns.
Expedia.com Response
• Sep 24, 2019
September 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 Ms. *** Revdex.com case number *** regarding being refunded for the cost of her flight in the amount of $601.23
Our records indicate on April 18, 2019, Ms. or an authorized user of the Expedia account purchased a package reservation which consisted of a round trip flight on September 26, 2019 from Richmond, VA, USA to Punta Cana, Dominican Republic and returning on September 30, 2019 from Punta Cana, Dominican Republic to Richmond, VA; along with a four night stay at *** via itinerary ***.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on July 30, 2019, Ms. called in to cancel the reservation. Our representative advised the flight was a basic economy fare that was non-refundable and Ms. stated she would call back. On July 31, 2019, Ms. called to cancel the reservation. Our representative advised the policy. Ms. wanted a full refund for reservation due to travel issues in Punta Cana and request for a supervisor. The call was taken over by a supervisor and Ms. was advised that the flight was a basic economy fare. Our representative called *** for a waiver and *** denied the waiver request. Our representative advised Ms. of *** denial and advised the best option was to wait and see if an exception would be extended. On September 11, 2019, Ms. called in stating she wanted to cancel the flight portion and was requesting a refund or a future travel credit. Our representative advised the flight was a basic economy fare and it is nonrefundable. Our representative reviewed the travel advisory which had not been updated and the *** Airline website was showing coverage was from June 21, 2019 through August 15, 2019. Ms. asked for a supervisor. The call was taken over by a supervisor who advised the coverage was from June 21, 2019 through August 15, 2019. Explained that the basic economy ticket and coverage date does not cover her trip. Ms. wanted a three-way call with *** and our representative advised we do not have that option. Ms. called *** and had our representative remain on the line but the call got disconnected. Our representative called Ms. back and she decided to call *** the following day. No action was taken on Expedia behalf. On September 13, 2019, Ms. contacted us because she wanted to cancel her trip to Punta Cana however the ticket was nonrefundable. Our representative verified previous cases and Ms. was previously advised to wait until *** posts another update. On September 17, 2019, Ms. called in to cancel or change her flight due to the deaths in Punta Cana. Ms. insisted that she did not want to go to the Dominican Republic due to deaths. Our representative called *** and they advised a refund was not possible and changes were not permitted since *** had not released a travel advisory regarding the events. Expedia received a Rate Your Stay where Ms. mentioned she wanted a refund for her flight. Expedia responded to the email advising the hotel portion of her itinerary was refunded but the flight portion was non-refundable.
After further review on September 24, 2019, Expedia was able to review of the confirmation itinerary, the notes on the account, the communication with *** Expedia has been able to verify the package reservation did not have any protection, the flight was non-refundable and the hotel was refundable up until September 23, 2019.
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. 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.
In addition, at the time of completing her 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 travel 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 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.
Based on the above Expedia is not able 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 TeamTell us why here...
Expedia.com Response
• Sep 26, 2019
September 26, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Ms. ***. We are again responding to Ms. *** complaint regarding being refunded for the cost of her flight.
Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process. Our records indicate on September 17, 2019 Expedia had multiple communications with *** Airline agents and was advised different answers from each of their agents. After speaking with a *** Airline agent who advised they would credit the flight; Expedia emailed Ms.. The email advised that *** Airlines has issued a credit for the flight in the amount of $580.23 and Ms. should contact *** Airline with her ticket number (***) when she is ready to book a new flight. The new flight must be completed by April 18, 2020. *** Airline can be reached by calling ***, please be advised any amount over $580.23 will be the responsibility of Ms. and any amount remaining unused after April 18, 2020 will be forfeited.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
Tell us why here...
Expedia advertises a "Hotel Price Guarantee" in which they promise to match a lower price found for a hotel reservation with identical characteristics. I found a lower price on *** that met all of the guidelines, so I submitted a claim form. After numerous emails and a call, the representatives at Expedia continue to deny the claim, using reasons that are absolutely false.
Expedia.com Response
• Sep 23, 2019
September 23, 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 allowing us to address the comments and concerns which have been brought to our
attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a Price Guarantee Claim. We understand Mr. is unhappy with the
Price Guarantee filing process.
When researching the complaint we were unable to locate his Expedia itinerary number. We have not been provided necessary information to proceed and suggest that he provide us with more
information.
While we regret to hear of Mr. experience, based on the above policy Expedia is not able to provide a resolution at this time. Again, 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,
Dez M
Corporate Correspondence Team
Customer Response
• Sep 23, 2019
Complaint: ***
I am rejecting this response because:
The itinerary number was correctly entered in the form with my complaint. I have double checked it, and it is Itinerary # *** . Please see the attached screenshot as proof. This response from Expedia is yet another example of them dodging a real resolution to their problematic customer service.
Sincerely
Expedia.com Response
• Sep 26, 2019
September 26, 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 allowing us to address the comments and concerns which have been brought to our
attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a Price Guarantee Claim. We understand Mr. is unhappy with the
Price Guarantee filing process.
Our records indicate that on November 28, 2018, Mr. or an authorized user of his Expedia account self-booked a hotel reservation using Expedia’s website, under itinerary ***
with stay at the Ipanema Inn check-in on October 12, 2019 and check-out on October 16, 2019.The total cost was $445.81.
Upon review, on September 16, 2019 Mr. received an approval from his Hotel Price Guarantee submission and a refund of $21.13. Then on September 22, 2019 the customer submitted
another form and was approved and a refund of $8.20 was processed back to the customer’s credit card.
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 request. The Hotel Price Guarantee submission link
functions based on the browser that was used to submit his application. If Mr. used Internet Explorer and redirects to our home page, try copy/pasting the link to ***, if that doesn’t work
please contact our Customer Service Department so that we can put in a work order ticket in to correct the error.
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.
Expedia.com does not clearly label rooms that are non-refundable. They add this information next to the room details, such as wifi or parking, while it is much more important than those room amenities. While booking a hotel room I found two that I was interested in, because I wasn't sure which to go with, I "Reserved" both. When I finally made the decision to cancel one, I realized both bookings were non-refundable (again only mentioned near the room wifi Amenity, not even on the checkout page). I am now out $1500 and have two hotel rooms for the exact same dates in the exact same city.
Expedia.com Response
• Sep 23, 2019
September 23, 2019
Revdex.com
E.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 hotel reservations.
Our records indicate that on August 8, 2019, Mr., or an authorized user of his account, self-booked a non-refundable hotel reservation on Expedia.com, under itinerary ***. Reservation was for the ***, Paris, with a check-in date of October 15, 2019 and a check-out date of October 18, 2019. And on September 1, 2019, Mr., or an authorized user of his account, self-booked a non-refundable hotel reservation on Expedia.com, under itinerary ***. Reservation was for the ***, Paris, with a check-in date of October 15, 2019 and a check-out date of October 18, 2019. We understand Mr. is requesting to cancel one of the hotel reservations and receive a full refund, stating that both of the hotel’s cancellation policies were not clearly advised at the time of booking.
By selecting to self-book a reservation, our customers act as their own travel agent and it is their responsibility to verify the reservation details. During the booking process and right before the reservation was completed, the booking details were displayed for review and confirmation. This was also included on the confirmation email. Furthermore, the following mandated hotel cancellation and change policies were advised and accepted at the time of booking:
***
Cancellation and change policy
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.
***
Cancellation and change policy
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.
Expedia reached out to *** to advocate on Mr.’s behalf, requesting approval to cancel the reservation without a penalty. The hotel advised 50% of the hotel’s total amount will be refunded back to the customer; if reservation is cancelled.
Expedia reached out to *** to advocate on Mr.’s behalf, requesting approval to cancel the reservation without a penalty. Regrettably, the hotel denied the request.
Please note that 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. 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.
While we regret Mr.’s experience was not as we would have hoped, based on the information provided above, Expedia is unable to honor his refund request. Should Mr. decide to cancel the reservation for the *** and agree to their cancellation terms, we recommend him to contact our service desk for assistance.
Again, 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.
In May of 2019, I booked flights for two passengers and hotel accommodations to Santorini, Greece on Expedia's website for Sept. 21-28. Due to a strike by the pilot union for ***, my flight back on the 27 from Thira to London was canceled. I received an email from *** on September 12 letting me know that they had to cancel my flight. I reached out to Expedia on Sept 12 letting them know the situation and they worked on trying to get me another flight. At the time, the phone agent said he tried contacting *** to review our options but that no one was picking up the phone. This would have to be followed up with Customer Care to reach out to *** for a resolution. I was told I will be getting a response from them in the next 2 days. I received an email from Expedia on September 14 at 10:30pm saying I had two options and had 48 hours to decide on the option. Both option would require for us to fly back the following day. I emailed back an hour later at 11:31pm to ask will they be extending our hotel stay as well. They didn't respond back so the next morning, I called them to discuss the options and my inquiry on the hotel. I told them I accept either option to go ahead and take it, only for them to tell me that there was only one seat available, and this was the same result for both options. They said the only option now is to cancel the flight and rebook to try a different booking. However it will result paying more. In this conversation, it took 2 hours and 6 minutes speaking with an agent, manager, and then corporate. I had no other option but to cancel the flight since there were no flights back at all for the next few days. They gave me a $200 credit after I sought for some sort of compensation. However it seemed liked they forgot about my hotel because they gave me a refund for the flight but not the hotel.I asked if I will be getting a full refund as well, and they said no because the hotel won't reimburse.
Expedia.com Response
• Sep 24, 2019
September 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 being refunded for the hotel cost of $1920.49.
Our records indicate on May 4, 2019, Mr. or an authorized user of the Expedia account purchased two multiple destination flights departing on September 21, 2019 from Ontario, CA to Thira, Greece and returning on September 27, 2019 from Thira, Greece to Los Angeles, CA, USA; along with a five night stay at *** via itinerary ***.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on May 4, 2019, Mr. communicated with the Expedia CHAT but the CHAT was abandoned. On September 15, 2019, Mr. called in stating his flights were cancelled and refunded due to the *** pilot strike. Mr. wants a refund for the hotel. Our representative reviewed the reservation and the hotel is non-refundable. Our representative contacted the hotel but based on the time advised Mr. to call back the following day to see if we could get a waiver from the hotel. On September 16, 2019, Mr. called back to get a refund for his hotel reservation. His flight was cancelled due to the *** strike. The hotel denied a waiver, our representative offered a coupon and Mr. declined. The call was escalated. The call was taken over and the representative offered to refund $217.65 as one time exception. Due to the cancellation of the flight not being a fault of Expedia’s a coupon was issued. The flight was cancelled and was processed due to the airline schedule change. The representative offered to deactivate the $200 coupon and process a $300 refund for the hotel reservation as one time courtesy. Mr. did not accept the offer. Our representative advised Mr. that the issues with his flight were due to the changes made by British Airway and advised that Expedia has no control over airline schedule changes. On September 18, 2019, our representative advised Mr. that we can issue a $300 refund from Expedia and deactivate the $200 coupon that was applied to his Expedia account. Mr. is expecting the hotel to be cancelled and refunded. Our representative advised the hotel was non-refundable and then cancelled the reservation per Mr. request. A cancellation email was emailed to the email address on file.
After further review on September 24, 2019, Expedia reviewed the confirmation itinerary, the notes on the account, the communication with *** and the hotel. Expedia was able to verify the flight portion has been fully refunded, the hotel portion was non-refundable and the hotel would not authorize refunding. Expedia applied a $200 coupon as a one-time courtesy to Mr. Expedia account. Mr. can go to *** (***) and file a claim for compensation for his hotel cost due to the strike and cancellation of his flights.
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. 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.
In addition, at the time of completing her 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 travel 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 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.
Based on the above Expedia is not able 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
Tell us why here...
I booked a hotel room through Expedia for my ***, France.
The Room described and pictured was a very elegant, luxurious room with a sea view and three beds.
I arrived at 11pm after traveling for 15+ hrs and I was given a room that was NOT the one I agreed to purchase for two nights.
The room assigned to me was absolutely dirty, with a disgusting smell, mold in the tile grout and it only had two single beds, with no view. Due to the language barrier, I called Expedia immediately to cancel and request a refund.
Expedia called the hotel and said they couldn't reach anyone with authority to request cancellation until the next morning. My husband and I left after 30 minutes of arriving as we would not let this ruin our vacation, we booked a much nicer hotel in the area for the same price. Expedia informed me they contacted to hotel and they denied our request for refund.
I don't believe they advocated for us in an effective manner, but more importantly I agreed to purchase a room under circumstances that Expedia falsely advertised, they broke the contract, and had the audacity to not refund my money. The hotel's policy is not my concern- It is Expedia who advertised & I purchased the room through.
It is Expedia's responsibility to audit these hotels they advertise to make certain the consumer is not mislead, and if the consumer feels they are they should have a right to a refund. The bait and switch is fraudulent.
Expedia has denied my request to a full refund.
September 27, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #: ***Dear Revdex.com, Expedia is responding to a consumer complaint from Mrs. *** (Revdex.com case number ***) regarding her hotel reservation. Our records show on September 11, 2019, Mrs. or an authorized Expedia account user self-booked a hotel reservation using Expedia’s Mobile website, under itinerary ***. The hotel stay was with ***, Nice, France for a check in on September 11, 2019 and a check out on September 13, 2019. We understand Mrs. was not satisfied with the quality of her room and is seeking a full refund. On September 11, 2019, Mrs. contacted Expedia for refund assistance we advocated on her behalf by contacting the hotel authorization. Regrettably, the property manager declined our request citing there,” Non-refundable”, cancellation policy that Mrs. agreed to at the time of booking. However, Expedia has a relocation department for Mrs.’s particular situation that couldn’t be discussed since Mrs. preferred a refund.See the following *** policy: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.Furthermore, On September 27, 2019, we reached back out to the hotel for reconsideration. The hotel’s manager advised that Mrs. did not mention her quality concerns which prevented the hotel from accommodating her. Nevertheless, the property manager stated that Mrs. preferred a, “Sea View”, at the same rate she paid for a, “City View”, which could not be accommodated. Therefore, the hotel did not permit a refund. 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. Additionally, 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.Nonetheless, on September 27, 2019, Expedia processed a partial refund of $237.16, 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. While we regret Mrs.’s experience was not as we would have hoped and any subsequent inconvenience caused, due to the information provided above, Expedia is unable to provide a full 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, Melanie ACorporate Correspondence Team
I Booked a hotel room for the *** on Expedia.com for one night, Oct 11-12th. The Expedia website advertised a "pay later" (upon arrival) option which I selected.
After booking through Expedia a few minutes later my card was charged for the full reservation amount of approximately $600.
I called Expedia and I was told that the charge was a pending charge to ensure there was money on the card and would be lifted shortly after. The charge was never lifted.
This error, on their behalf, puts my family in a tight position because now I am out of money to live off for the next couple of days until I am paid again. When I called Expedia they told me all they could do was give a refund which would take 3-5 days which still inconveniences my family.
But that I would still be charged a cancellation fee- even though on the website it stated I had until Oct 4th to cancel free of charge.
The company's only solution to the issue was to credit my account with a $200 coupon for a future hotel booking which, again, doesn't provide my family with money to live off of until my next pay day.
September 27, 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 being refunded for $606.52.
Our records indicate on September 19, 2019, Ms. or an authorized user of the Expedia account booked a one night hotel stay at *** checking in on October 11, 2019 and checking out on October 12, 2019 via itinerary ***.
Upon receipt of Ms.’s complaint, we investigated the issues which were brought to our attention. We can confirm on September 20, 2019, Ms. called in a few times, one was for clarification and on the other two calls she was advising that the hotel charged her for the reservation. Ms. was upset since she picked a pay later option for her hotel. She was under the impression the amount would be settled at time of check-in at the hotel. She advised the amount had been collected and states it is not pending.
Our representative called the hotel and they advised they are a deposit hotel and they are charging one night plus tax, deposit and a full amount if the reservation is for one night. The hotel advised they needed to charge a $35.00 service fee. Our representative offered Ms. a $50 coupon and declined asking for additional compensation. A $200 voucher was added to her Expedia account. On September 21, 2019, the reservation was cancelled, a cancellation email was emailed to the email address on file. The email advised. “if you have been charged a deposit or partial payment you will be refunded by ***”.
After further review on September 27, 2019, Expedia has been able to verify the hotel was a pay later reservation, the confirmation stated $0.00 were due at the time of the reservation. Making a reservation on Expedia.com would have allowed the system to take an authorized hold on the card to validate the card. The funds that got authorized were held and were not available to be used until the authorized hold had been released or the authorized hold becomes a charge. The authorized hold was released on September 21, 2019 after the reservation was cancelled.
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 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.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 travel 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 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.
Based on the above Expedia is not able to honor Ms.’s 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 was not given a full refund on travel plans eventhough purchased cancellation insurance .
September 27, 2019 Revdex.com Alaska, Oregon & Western Washington Complaint Department
RE: Expedia.com Case *** Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer complaint from ***. Expedia.com, Inc. is responding to the consumer complaint from Ms. (***) regarding an airline refund request. Our records show on September 19, 2019, Ms. self-booked an Expedia.com airline reservation for two passengers via booking number ***. The flight was set to depart on October 10, 2019, with *** and return on October 15, 2019, with ***. Ms. also added a Travel Protection plan for the flight $72.00. We understand from Ms.’ complaint she would like to be refunded the amount paid for the *** portion since they did not authorize a refund. The amount requested by Ms. for refund is $353.96. Upon researching the customer’s complaint, we can confirm that Ms. called Expedia more than 24 hours after she had initially booked to request a full refund of her flights. The fare rules mention the airline tickets are non-refundable. While we contacted both airlines, only *** authorized a full refund for their return portion. *** informed us that they would only be able to provide flight credit in the amount of $82.00. Regarding the protection plan that Ms. purchased, it mentions that customers may be reimbursed change fees if they need to cancel due to a covered reason such as injury, death in the immediate family or sickness. On the call Ms. made to Expedia, the Expedia agent and Ms. agreed the cancellation was being made due to change of plans. As you may know, Expedia.com.com acts as a third party intermediary for airlines, car rental companies, and hotels. We are unable to provide a refund that was not authorized by the airline. Furthermore, during the booking Ms. agrees to abide by the terms and conditions imposed by any supplier with whom she elects to deal with. The Terms of Use that Ms. accepted are provided below. SUPPLIER RULES AND RESTRICTIONS Additional 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. LIABILITY DISCLAIMER 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.com Companies or the Expedia.com Partners. The Expedia.com Companies and the Expedia.com 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.com Companies and the Expedia.com 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. Because of this Expedia will be unable to provide a refund of any amount. 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 by phone. Sincerely, Daniel A Customer Correspondence Team
Expedia doesn’t care about their customers, they just want money!
I purchased 2 vouchers for a shuttle service to and from the Detroit airport. When I arrived at the shuttle area, I learned the company providing the service was permanently closed. I called Expedia and they tried to call this company but their phone lines have been disconnected. I have requested a $100 refund of what I paid for the shuttle service but have been getting no clear reasons why I cannot have a refund for services sold from a CLOSED company.
September 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 being refunded for $100.00. Our records indicate on April 22, 2019, Ms. or an authorized user of the Expedia account booked a package reservation for two with a round trip flight departing on September 12, 2019 from Rochester, NY to Detroit, MI and returning September 16, 2019; along with a four-night hotel reservation at *** and an Airport Shuttle via itinerary ***. Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on September 13, 2019, Ms. called in about the shuttle service. The shuttle service is no longer in business and Ms. is looking for a refund. Our representative tried calling the business and there was no answer. From September 12, 2019 through September 19, 2019, there were numerous emails between Expedia and Ms. and Expedia and *** regarding *** not being available for service. Expedia emailed Ms. advising we were trying to communicate with *** regarding their service. The next email sent to Ms. apologized that we would not be able to issue a refund based on *** policy and Ms, *** reason for cancelling. Ms. responded advising that was unacceptable. After further review on September 25, 2019, Expedia was able to review the details on the account and the email communications, along with verify the telephone numbers for *** is non-operational. Expedia issued a refund for $100.00 to the card that was originally charge, emailed a refund receipt and applied a $50.00 voucher to the Expedia account. The voucher is valid for a 'pay now" stand-alone hotel or hotel as part of a package reservation. The voucher is valid until September 30, 2020. Please know that this voucher is not intended to place a value on your experience, but rather, it is meant to emphasize our commitment to you as a customer. We want to encourage you to continue using Expedia for your future travel needs. 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. 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 travel 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 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. 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 TeamTell us why here...
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 purchased 3 airplane tickets from the Expedia with 1 piece of checked luggage for each ticket included in the price. Upon check in I discovered that I had to pay for the luggage. I called Expedia and told them about it. They said all I need is receipt. No other specifications were made. Upon payment for luggage I received 2 receipts: one for my luggage and another for 2 other pieces for the passengers with me. Expedia refunded me only for one piece of luggage and not the other two. Total SCAM!!!
September 26, 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 being refunded for $164.80.
Our records indicate on February 24, 2019, Mr. or an authorized user of the Expedia account booked three one-way flight departing on September 2, 2019 from Madrid, Spain to New York, NY, USA via itinerary ***.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on September 1, 2019, Mr. called to get baggage information. Our representative noted that there was a general error and noted that the flight information states baggage allowance and fee. The call was escalated and our representative verified the airline baggage policy was confirmed that there was no fee for a carry-on and the first checked bag, there was a $85.00 - $100.00 for second checked bag. Mr. replied with the screenshots confirming the same. Our representative verified a site error and advised Expedia would pay for the first checked bag and Mr. needed to reply back with a receipt. Expedia emailed Mr. advising we received the baggage receipt and would issue a refund for the first bag in the amount of $83.00 (75EUR equivalent). Mr. replied to the email advising that they bought three tickets and each person was charged. Expedia responded advising the screenshot that we received was for two bags listed under the name *** and that Expedia would only issue a refund for one bag. On September 2, 2019, Expedia received an email from Mr. with baggage receipts. Our representative verified a previous agent advised Mr. to pay for the baggage and send Expedia the receipt for reimbursement. Mr. sent two receipts one for 75.00EUR for the first bag and the other was for 150.00EUR for a second bag. Both receipts were issued for the ticket issued to ***. Our representative consulted with a supervisor and was advised to only issue a refund for 75.00EUR for the first checked bag. Our representative processed the refund and emailed a refund receipt.
After further review on September 26, 2019, Expedia was able to verify confirmation itinerary advised no charge for a carry on or the first bag and the second bag would be charged from $85.00 to $100.00. Expedia was able to verify the baggage receipts received were for ticket number ***; the first bag was charged 75EUR and the second was charged 150.00EUR.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. Iberia was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
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 travel 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 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.
Based on the above Expedia is not able to honor Mr. 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
Complaint: ***
I am rejecting this response because:
The response is a complete lie since in the receipt attached for $150 euros it states 2 pieces of luggage.
If what they claim was true, the receipt would only show one piece of luggage.
Three tickets sold had one piece of luggage per ticket. Receipts attached clearly show that I paid for those 3 pieces.
If this would be as they claim, I would of paid 150 just for one piece.
As stated before, this company is a scam. Their shady business practices must be known to the public.
Stop blaming other parties and take responsibility and refund what you owe me!!!
Sincerely
This is a fraudulent company. They have approved a refund and guaranteed one, but are refusing to provide it. They kept me on hold for. Over THREE hours and then finally hung up on me. They are ripping people off and should be investigated.
September 27, 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 Mrs. *** Revdex.com case number *** regarding being refunded for $759.91.
Our records indicate on July 29, 2019, Ms. *** or an authorized user of the Expedia account booked a round trip flight departing on August 28, 2019 from St. Louis, MO, USA to London, England, UK and returning on September 2, 2019 from London, England, UK to St. Louis, MO, USA along with a four night hotel stay at *** via itinerary ***.
Upon receipt of Mrs. complaint, we investigated the issues which were brought to our attention. We can confirm on August 12, 2019 - Ms. or an authorized user of the Expedia account called in and requested to cancel the reservation. Our representative called the hotel and the hotel authorized Expedia to refund the non-refundable hotel reservation. The agent issued a refund for $241.11 and processed the cancellation of the flight. On August 16, 2019, Ms. or an authorized user of the Expedia account called in about information on the future travel credit. Our representative advised a $300 change fee plus any difference in the price of the new fare. Ms. inquired about extenuating circumstances. Our representative advised the request to cancel is based on extenuating circumstance would be determined by *** not Expedia. On September 19, 2019, Mrs. called in stating that she spoke to *** and she was advised that they have refunded Expedia for the cancelled flight. She confirms she has an email advising the same. Our representative called ***, they did not have any information about that. Mrs. asked for a supervisor. Mrs. was wanting to get a refund for the flight. Our representative advised the information from the case notes and Mrs. stated she would dispute the charges on her card with her bank and disconnected the call. Expedia received an email from Mrs. showing the she submitted a refund request via ***.
After further review of the account on September 27, 2019, Expedia verified the hotel authorized Expedia to issue the refund that was issued on August 12, 2019 for the cancellation of the hotel reservation. Expedia called *** and they advised the reservation has not been refunded. They also advised they sent correspondence to the customer on August 22, 2019 and are awaiting a response. The airline ticket has a $300 penalty and traveler would be responsible for any price difference for changing the ticket if *** does not authorize the refund due to extenuating circumstances. I contacted Mrs. today and she admitted to filing a dispute with her bank for fraud. I explained that filing a dispute takes precedence over this complaint and that this complaint would be closed based on her admittance to filing a dispute with her bank. I explained that I had spoken with *** before calling her and that *** advised the ticket had not been refunded. *** advised they emailed correspondence to the customer on August 22, 2019 and were awaiting a response. I advised Mrs. that the ticket was non-refundable and anything other than exchanging the ticket with the $300 penalty would have to be authorized by *** such as the cancellation for extenuating circumstances.
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.
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 travel 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 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.
Based on the above Expedia is not able to honor Mrs. 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
Tell us why here...
As you can see, *** issued a refund. Expedia is not releasing that.
My wife was searching for rooms near the Roosevelt mansion in New York. Kingston is a town not far from the museum/mansion. The search listed a room in Kingston Jamaica among the rooms in Kingston NY. After 2 days she realized her mistake and contacted Expedia and the hotel. They were both very rude and told her too bad. Coincidentally, we also took out travel insurance. They will not pay the claim and neither the hotel (who was not booked up and had plenty of time to sell that room if need be) or Expedia agreed to a refund. Poor business model.
I booked a hotel through expedia for $480.51...it said I can cancel b4 Oct and get 100% of my money back. After I booked it, I got a receipt showing $680.51 was my balance. So--I called the office manger and left a message, I tried to call 3 times w/out reaching someone so I cancelled my reservation. I got my refund but they charged me $47.00 fee----no where did they say I would pay a $47.00 fee at all. I want my 100% refund since the amount I agreed to was different from what they were charging me.
September 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 being refunded for $47.00.
Our records indicate on September 16, 2019, Ms. or an authorized user of the Expedia account booked a three-night hotel reservation at the *** in Panama City Beach, FL, checking in on October 26, 2019 and checking out on October 29, 2019 via itinerary ***.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on September 25, 2019, Expedia was able to review the details of the Expedia account, the reservation was charged $480.51 (which did not include the $45 service fee or the $100 deposit that was noted on the confirmation itinerary) on September 16, 2019 and refunded the same amount later the evening. There have not been any calls or documentation on the account in regards to Ms. concerns. The confirmation itinerary advised the property would collect an estimate total of $680.51 which breaks down to $95.00 a night, $50.51-taxes and fees, $45.00-service fee and $100.00-deposit. A cancellation penalty was applicable to reservation that were cancelled after 11:00am (local hotel time) on September 26, 2019.
After further review of the Expedia account and verification that the $480.51 charge amount was been fully refunded on September 16, 2019. Expedia would suggest that Ms. communicates with the vendor that appears on her bank statement. 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. 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.
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 travel 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 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.
Based on the above Expedia is not able 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
Complaint: ***
I am rejecting this response because:
Sincerely
I booked my hotel through expedia 3 months ago. Received confirmation and paid in full. I was traveling to Scotland to drop my daughter to school. This was the busiest time of the year for the school and all the area hotels were sold out. We had had luggage (6 bags) and travelled across the globe just to find out that hotel was over booked. Six families were left without a place to stay. Our attempts at contacting expedia were unsuccessful. We ended up staying in a hotel which was three times expensive than the one we booked through expedia.
I finally reached expedia and they refused to provide compensation. My original booking was for $678. The one I ended up staying costed me $2500. Expedia states they can only give me $100 for this loss. I am requesting your assistance in resolving this issue
September 27, 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 being refunded for $1500.00. Our records indicate on July 21, 2019, Ms.-*** or an authorized user of the Expedia account booked a four-night hotel reservation at ***, checking in on September 6, 2019 and checking out on September 10, 2019 via itinerary ***. Upon receipt of Ms.-*** complaint, we investigated the issues which were brought to our attention. We can confirm on September 12, 2019, Ms.-*** called in because the reservation was booked on Expedia and she stated the hotel advised her there were seven reservations booked by them. Upon arrival the hotel advised they have no reservation. Ms.-*** wanted compensation because they spent additional money getting another hotel reservation. Our representative spoke with the hotel and the hotel advised they cancelled the reservation. Ms.-*** called back later that day and advised about the hotel cancelling her reservation. Our representative verified the issue had previously been resolved and a refund for the hotel room had been authorized by the hotel and issued. Our representative offered a $200 coupon and Ms.-*** refused it saying she would not be using Expedia again. She requested our legal address. Ms.-*** called in again asking for compensation. Our representative offered a travel coupon and she declined the offer. Ms.-*** requested to speak to a corporate manager to report the issue. Our representative advised Ms.-*** that we can help her send a feedback to our management or she can send a feedback from our website. Ms.-*** insisted on speaking with corporate or else she stated she would report to the Revdex.com. After further review on September 26, 2019, Expedia was able to verify the vendor cancelled the booking and a full refund was issued on September 12, 2019 for $648.37 and 3,261 Expedia points were returned to the Expedia account.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 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. 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 travel 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 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. Based on the above Expedia is not able to provide any compensation for additional expenses as we are a third party. 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 TeamTell us why here...
Complaint: ***
I am rejecting this response because: Expedia confirmed my reservation on July 20th. I travelled to a different country and was confident that I had a place to stay. The hotel informed me that they had notified expedia that it was overbooked and will not have rooms available. However expedia never informed me of this.
The result was that I arrived after 14 hours of travel with luggage and no place to stay in a different country. Since this was the busiest time of the year for that area, all the hotels were sold out except for the very expensive one. Since I did not want to stay on streets I had no choice but to check in a very expensive hotel (500 pounds per night). I spent almost $3000 just because expedia over booked. Expedia is equally responsible for this mess, along with the ***. The *** did refund me but I want compensation from Expedia for my financial loss and emotional trauma.
Thousands of people trust Expedia while they travel and no one should have to experience what me and my daughter had to. My plea to Revdex.com is to help me in this regards.
Sincerely,
***-
Expedia is deceitful. I had to purchase a one-way ticket for a flight in 3 days to help out my daughter. Expedia price was $171. By the time I got home to book the flight, It was now $249.
So I had to book a less convenient flight for the $171 (because I don't have a money tree). After I put in my credit card information and clicked "confirm", my total charged for the flight was $248.
Uh, what?! So I was upset and called customer support. He said that the site wasn't updated. (uhhh, ooookaaay). So I said I would like him to cancel that and book me on the more convenient flight, if I'm going to be paying that price. So he did. So this morning, I thought I'd check the Expedia site again, an lo and behold, my flight was back down to $171. So I figured I would cancel my flight (since I was still in the 24 hour cancelling window) and book it at $171. But to make sure, I wanted to call and do it and talk to a representative. Guess what....the ticket was going to be $249 (surprise, surprise!). I questioned their advertising for the $171 price. She said that it hadn't been updated. (But yet the night before it had been updated to the higher price.....so I know some little munchkin is working on their website every minute of the day). I was furious. It is obvious that they advertise a lower price...like Only 4 left at this price!, (in red print) right? What? Are those four seats strapped to the bottom of the plane or something? It is all ***--! It comes down to they (Expedia) pick-pocketed me out of $78! They stole $78 from me and you and anyone else who is experiencing this issue. it is false advertising, but somewhere on their site they have a loop hole to protect them. It is robbery, no question. I'm furious and disgusted! I've read all these letters below mine and the same theme permiates throughout. Expedia are swindlers. The execs probably sit nice and pretty in *** in Bellevue, WA. You should be ashamed of yourselves robbing people! You are thieves, no question. Shame on you!!!!! I have harsher words to say, but will spare the reader. But you, Expedia....***!!!
NEVER USE THIS COMPANY!! Booked a flight and had to cancel 3 weeks in advance of travel date for family reasons. I purchased the insurance so I thought I would be reimbursed...WRONG! The insurance company (AIG) makes you file a claim and then determines whether or not they believe you deserve a refund. I jumped thru all the hoops and filed a 6 page claim.
After 3 weeks of bickering I finally get a response that denies my refund because they determined I did not have a legitimate reason for cancelling. WHAT?--I PURCHASED THE INSURANCE, SO THE REASON WHY I AM CANCELLING IS IRRELEVANT! That's what I get for not reading the fine print.
Expedia washed their hands of the entire process once I booked and they had my money. They told me they could do nothing about refunding my money for the flights.
Expedia has a 1 star rating and nearly 3000 complaints---how are they rated A+ on this site? This company should be shut down. They have nearly 50,000 fake reviews on their site-you can tell by reading them, and you can't leave a review unless you book another trip!
on September 16th 2019 I booked 5 rooms with Expedia starting that night and lasting 10 days. I had employees show up to check into said rooms and the company owner gave authorization over the phone for the employees to check in. they only gave them 3 of said 5 rooms and proceeded to cancel the other 2 rooms. I was issued a refund for those by phone when I called to get things figured out. they then said I had to rebook the 2 rooms and increased the daily rates from what I first paid and agreed to. With employees at the property I had no choice but to pay what they required so that my employees could go to bed after working a long night.
September 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 being refunded for the difference in cost of new reservation that was booked after the hotel cancelled the original two rooms as no shows.
Our records indicate on September 16, 2019, Mr. or an authorized user of the Expedia account booked five rooms, ten-night hotel reservation at the ***, checking in on September 16, 2019 and checking out on September 29, 2019 via itinerary ***.
Upon receipt of Mr. *** complaint, we investigated the issues which were brought to our attention. We can confirm September 16, 2019, Mr. called in advising that his reservation has five rooms but says the hotel only gave them three rooms. Our representative called the hotel and the hotel advised that they cancelled two rooms because no one checked in before midnight. The hotel advised that they will charge for no show. The hotel agreed that they would process a full refund for the two rooms if the customer booked another reservation in the hotel. Mr. wanted to have the two new rooms with original price. They advised if the guest fails to check-in until midnight it will automatically be canceled. Our representative offer to book two standard, queen bed rooms for September 17-26, 2019 but at the current price. Mr. did not agree. Our representative advised the policy and procedure of the hotel and also advised that Expedia works from a live inventory environment. Our representative advised the refund will be initiated for two rooms with the hotel’s approval. Our representative offered a $50.00 coupon as one-time compensation but Mr. declined. Mr. wants to have the same price and asked for a manager. The call was escalated to another representative, who advised Mr. that the hotels notes on the case history advise the hotel approved a refund for the two rooms if the customer booked new reservations. Our representative booked the new reservation under itinerary number *** at the current rate of $516.06 per room for a total of $1032.12.
After further review on September 24, 2019, Expedia was able to review the details on the account. The hotel has been very accommodating authorizing a refund for the two rooms that were no showed as long as two new rooms were booked.
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. 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.
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 travel 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 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.
Based on the above Expedia is not able 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
Tell us why here...
Complaint: ***
I am rejecting this response because:
Expedia is the sole company that charged our credit card charging us more than we had already gotten the rooms for. the Hotel confirmed that we got the exact same rooms that were initially reserved for us.
If Expedia is not responsible for rates they should not be the one collecting the money it should be left to the hotel so that issues can be taken up with the person who charged the credit card.
Sincerely
I am currently on Active duty at Fort Bliss, TX training for an upcoming deployment. I had scheduled flights and car rental for Oct 11th-15th for my wife and kids to come visit on my 4 day pass before leaving. I was recently told I was being sent home due to a medical issue and would not be deploying. Due to this I will be going back home and will no longer be in Texas during the dates I booked the flights for. I requested a refund via *** and the site told me to contact who I booked the flights through. So I contacted Expedia and they told me that I could not cancel my flights or be refunded. I explained the situation to them and they still refused to refund my flights and only offer to cancel the rental car. So I am expected to just lose out on $1400.
September 25, 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 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 their flight reservation. We understand Mr. is requesting a full refund of the flight reservation due to Change of Military Orders.
Our records indicate that on September 6, 2019, the customer or an authorized user of the account, self-booked a package for October 11-15, 2019, under itinerary ***. The package included a flight with *** for three passengers from Indianapolis, IN, to El Paso, TX; departing on October 11, 2019, and returning on October 15, 2019; a Car Rental reservation, and a Travel Protection Collision Damage Plan. The customer paid $1,815.53 for the package, including $1,593.00 for the flight.
Upon review, on September 16, 2019, Mr. contacted Expedia via chat, requesting to cancel his package. Expedia advised the customer of the *** Cancellation Policy, and assisted with cancellation and a full refund for the Car Rental reservation and the Travel Protection Collision Damage Plan. On September 18, 2019, Mr. contacted Expedia by phone, requesting to cancel the flight reservation due to change of military orders.
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’s Terms of Use 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 advised *** policy requires that passengers contact them directly for refund consideration due to extenuating circumstances. We provided the customer with a direct link to submit their refund request through *** along with the airlines’ requirements, we advised that a refund is not guaranteed. Upon review, the customer submitted a claim on ***' website and it’s currently pending. It may take up to six weeks for the airline to review the claim and make a decision. The customer can check the status of their refund online or contact *** directly for an update. Once the decision is made, *** will notify the customer of the outcome.
Again, 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,
Gayana W
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 recenlty booked a Las Vegas stay through Expedia, which they failed to send the ***, Las Vegas my confirmation which was paid in full. Upon my arrival to the *** I had to wait an extensive amount of time and contact Expedia and when finally getting through to someone they assured me all was taken care of. The *** requested I pay my resort fees and keep a card on file which I did, and did not object to do, but I was never aware they were going to charge me once again for the weekend their rates which I ended up leaving the property with a invoice of $823.14 dollars which I should have not paid for since my reservation was booked through Expedia. I contacted Expedia and *** several times and no one has been able to resolve anything for me. This is my SECOND time filing a complaint through the Revdex.com, the first was directed to *** and now I am directing this to Expedia. I have my confirmation from Expedia and the Invoice from ***. I also have emails from Expedia when they allegedly tried to resolve my problem and never did.
September 24, 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 hotel. We understand *** is requesting a refund.
Our records indicate on June 21, 2019, ***, or a person authorized for the Expedia account, booked a reservation for two nights with the ***, for check in on June 29, 2019.
The rate and reservation selected was nonrefundable with no changes allowed at the time of booking. It was advised that payment would be taken by the hotel within 72 hours of completing the booking.
We contacted the hotel to discuss this complaint and were advised that the reservation was not valid, because the payment had not been received from the form of payment provided at the time of booking.
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 went ahead and added my bank statement per your request. I highlighted the 6/25/19 Transaction of $376.41 which is listed as "Homeaway" which I was aware of since it said so on my Expedia confirmation I received and sent you also (***) I also Highlighted (second PDF) the *** charge of $823.14. I redacted my account number but if need be, I can resend the PDFs without it.
October 1, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the additional documentation from our customer. We are responding to the consumer complaint from *** (Revdex.com case number ***).
We’re sorry to hear that the customer was double charged for the reservation. We are working directly with the customer to correct the situation.
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
My wife and I used Expedia.com to make reservations at *** in Jerome, ID for July 25-28, 2019. Approximately two weeks before the start of our stay I received an email from *** stating that a water line had burst and all reservations were being cancelled. They stated that our reservation would be transferred to the ***.
Upon arriving on July 25, 2019 at Twin Falls, we were told that reservations had not been transferred from Jerome, but they did have a room available to us, but for a direct payment from us.
After arriving back home I contacted Expedia to start the refund process and sent them a copy of the email I had received from ***.
Expedia has sent me numerous emails telling me they are working on it, and are having a hard time contacting *** for confirmation. It has been weeks since I've last heard from Expedia.
I do not feel it is fair for Expedia to charge me the $327.63 for lodging I was unable to use of no fault of my own.
Expedia #***. ***, ID *** Phone#
September 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 a hotel. We understand *** is requesting a refund.
Our records indicate ***, or a person authorized for the Expedia account, booked three nights with the ***, for check in on July 25, 2019. The rate and reservation selected was prepaid. The only amounts due at the hotel for the nights prepaid were any incidental charges that may have been made.
We regret to hear of any issues that may have affected ***’s stay or booking experience. We reached out to the hotels to advocate on our customer’s behalf.
We understand that the *** relocated the guests to the ***, and the customer contacted the hotel after the stay with a billing inquiry. *** advised they initially charged the customer’s credit card at the time of check in, but refunded the room charges back to the customer.
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
Dear Revdex.com, thank you for your efforts to solve this problem. I can see already that I will need to file in Small Claims Court here in Bakersfield, CA to resolve this issue.
September 29, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the additional comments from our customer. We are responding to the consumer complaint from *** (Revdex.com case number ***).
As previously advised, we contacted *** agreed that they did charge the customer’s credit card at check in. However, they advised that they refunded those charges.
Please provide a check out folio from the hotel showing that charges that were paid at when the room was checked out, as well as the payment method, for further consideration.
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
Me and some girlfriends each purchased bundled trip(paid for both hotel and flight accommodations) for a trip to the Dominican Republic in April/May2019. A few weeks after booking and paying the trip, the girls decided not to go anymore because of the amount of deaths occurring in this country shortly thereafter. We all decided not to go any longer due to the deaths, US travel advisory, and our safety. I few days later I requested a cancellation and/or a refund or at least a credit towards another trip from Expedia.COM, they refused to give me the refund back for the flight. Even though my purchase was nonrefundable, non transferable, and had no trip insurance, my argument was that I should at least get some type of recovery due to the reason ALONE of me cancelling this trip. We did not feel it was safe to go, and it was out of our control of the curcumstances surrounding this destination and this trip. I did not want to travel alone, so I had no other choice but to cancel and ask for a refund or trip credit back. Expedia.COM quickly then refunded by the hotel portion of the trip, but will not refund me back the flight portion or at least give me a credit towards a future trip. My argument is IF this trip is nonrefundable, non transfereable, and had no trip insurance applied, why did they refund me back the hotel portion??? There should be exceptions to their policies due to the nation of my request to cancel this trip. Through multiple calls to them and delta, Expedia mentioned that was a time frame from july to August 15th to get any recovery back from trips, however, I was not told about this timeframe, nor did I receive any emails/notification from Expedia or anyone about this timeframe. Regardless if a timeframe was put in poace or not, I feel like I am being ripped off of $602 of my hard working money for a trip that I will not go on due to safety concerns.
September 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 Ms. *** Revdex.com case number *** regarding being refunded for the cost of her flight in the amount of $601.23
Our records indicate on April 18, 2019, Ms. or an authorized user of the Expedia account purchased a package reservation which consisted of a round trip flight on September 26, 2019 from Richmond, VA, USA to Punta Cana, Dominican Republic and returning on September 30, 2019 from Punta Cana, Dominican Republic to Richmond, VA; along with a four night stay at *** via itinerary ***.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on July 30, 2019, Ms. called in to cancel the reservation. Our representative advised the flight was a basic economy fare that was non-refundable and Ms. stated she would call back. On July 31, 2019, Ms. called to cancel the reservation. Our representative advised the policy. Ms. wanted a full refund for reservation due to travel issues in Punta Cana and request for a supervisor. The call was taken over by a supervisor and Ms. was advised that the flight was a basic economy fare. Our representative called *** for a waiver and *** denied the waiver request. Our representative advised Ms. of *** denial and advised the best option was to wait and see if an exception would be extended. On September 11, 2019, Ms. called in stating she wanted to cancel the flight portion and was requesting a refund or a future travel credit. Our representative advised the flight was a basic economy fare and it is nonrefundable. Our representative reviewed the travel advisory which had not been updated and the *** Airline website was showing coverage was from June 21, 2019 through August 15, 2019. Ms. asked for a supervisor. The call was taken over by a supervisor who advised the coverage was from June 21, 2019 through August 15, 2019. Explained that the basic economy ticket and coverage date does not cover her trip. Ms. wanted a three-way call with *** and our representative advised we do not have that option. Ms. called *** and had our representative remain on the line but the call got disconnected. Our representative called Ms. back and she decided to call *** the following day. No action was taken on Expedia behalf. On September 13, 2019, Ms. contacted us because she wanted to cancel her trip to Punta Cana however the ticket was nonrefundable. Our representative verified previous cases and Ms. was previously advised to wait until *** posts another update. On September 17, 2019, Ms. called in to cancel or change her flight due to the deaths in Punta Cana. Ms. insisted that she did not want to go to the Dominican Republic due to deaths. Our representative called *** and they advised a refund was not possible and changes were not permitted since *** had not released a travel advisory regarding the events. Expedia received a Rate Your Stay where Ms. mentioned she wanted a refund for her flight. Expedia responded to the email advising the hotel portion of her itinerary was refunded but the flight portion was non-refundable.
After further review on September 24, 2019, Expedia was able to review of the confirmation itinerary, the notes on the account, the communication with *** Expedia has been able to verify the package reservation did not have any protection, the flight was non-refundable and the hotel was refundable up until September 23, 2019.
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. 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.
In addition, at the time of completing her 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 travel 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 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.
Based on the above Expedia is not able 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 TeamTell us why here...
September 26, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Ms. ***. We are again responding to Ms. *** complaint regarding being refunded for the cost of her flight.
Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process. Our records indicate on September 17, 2019 Expedia had multiple communications with *** Airline agents and was advised different answers from each of their agents. After speaking with a *** Airline agent who advised they would credit the flight; Expedia emailed Ms.. The email advised that *** Airlines has issued a credit for the flight in the amount of $580.23 and Ms. should contact *** Airline with her ticket number (***) when she is ready to book a new flight. The new flight must be completed by April 18, 2020. *** Airline can be reached by calling ***, please be advised any amount over $580.23 will be the responsibility of Ms. and any amount remaining unused after April 18, 2020 will be forfeited.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
Tell us why here...
Expedia advertises a "Hotel Price Guarantee" in which they promise to match a lower price found for a hotel reservation with identical characteristics. I found a lower price on *** that met all of the guidelines, so I submitted a claim form. After numerous emails and a call, the representatives at Expedia continue to deny the claim, using reasons that are absolutely false.
September 23, 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 allowing us to address the comments and concerns which have been brought to our
attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a Price Guarantee Claim. We understand Mr. is unhappy with the
Price Guarantee filing process.
When researching the complaint we were unable to locate his Expedia itinerary number. We have not been provided necessary information to proceed and suggest that he provide us with more
information.
While we regret to hear of Mr. experience, based on the above policy Expedia is not able to provide a resolution at this time. Again, 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,
Dez M
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
The itinerary number was correctly entered in the form with my complaint. I have double checked it, and it is Itinerary # *** . Please see the attached screenshot as proof. This response from Expedia is yet another example of them dodging a real resolution to their problematic customer service.
Sincerely
September 26, 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 allowing us to address the comments and concerns which have been brought to our
attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a Price Guarantee Claim. We understand Mr. is unhappy with the
Price Guarantee filing process.
Our records indicate that on November 28, 2018, Mr. or an authorized user of his Expedia account self-booked a hotel reservation using Expedia’s website, under itinerary ***
with stay at the Ipanema Inn check-in on October 12, 2019 and check-out on October 16, 2019.The total cost was $445.81.
Upon review, on September 16, 2019 Mr. received an approval from his Hotel Price Guarantee submission and a refund of $21.13. Then on September 22, 2019 the customer submitted
another form and was approved and a refund of $8.20 was processed back to the customer’s credit card.
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 request. The Hotel Price Guarantee submission link
functions based on the browser that was used to submit his application. If Mr. used Internet Explorer and redirects to our home page, try copy/pasting the link to ***, if that doesn’t work
please contact our Customer Service Department so that we can put in a work order ticket in to correct the error.
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
Tell us why here...
Expedia.com does not clearly label rooms that are non-refundable. They add this information next to the room details, such as wifi or parking, while it is much more important than those room amenities. While booking a hotel room I found two that I was interested in, because I wasn't sure which to go with, I "Reserved" both. When I finally made the decision to cancel one, I realized both bookings were non-refundable (again only mentioned near the room wifi Amenity, not even on the checkout page). I am now out $1500 and have two hotel rooms for the exact same dates in the exact same city.
September 23, 2019
Revdex.com
E.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 hotel reservations.
Our records indicate that on August 8, 2019, Mr., or an authorized user of his account, self-booked a non-refundable hotel reservation on Expedia.com, under itinerary ***. Reservation was for the ***, Paris, with a check-in date of October 15, 2019 and a check-out date of October 18, 2019. And on September 1, 2019, Mr., or an authorized user of his account, self-booked a non-refundable hotel reservation on Expedia.com, under itinerary ***. Reservation was for the ***, Paris, with a check-in date of October 15, 2019 and a check-out date of October 18, 2019. We understand Mr. is requesting to cancel one of the hotel reservations and receive a full refund, stating that both of the hotel’s cancellation policies were not clearly advised at the time of booking.
By selecting to self-book a reservation, our customers act as their own travel agent and it is their responsibility to verify the reservation details. During the booking process and right before the reservation was completed, the booking details were displayed for review and confirmation. This was also included on the confirmation email. Furthermore, the following mandated hotel cancellation and change policies were advised and accepted at the time of booking:
***
Cancellation and change policy
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.
***
Cancellation and change policy
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.
Expedia reached out to *** to advocate on Mr.’s behalf, requesting approval to cancel the reservation without a penalty. The hotel advised 50% of the hotel’s total amount will be refunded back to the customer; if reservation is cancelled.
Expedia reached out to *** to advocate on Mr.’s behalf, requesting approval to cancel the reservation without a penalty. Regrettably, the hotel denied the request.
Please note that 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. 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.
While we regret Mr.’s experience was not as we would have hoped, based on the information provided above, Expedia is unable to honor his refund request. Should Mr. decide to cancel the reservation for the *** and agree to their cancellation terms, we recommend him to contact our service desk for assistance.
Again, 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,
Erika M
Corporate Correspondence Team
In May of 2019, I booked flights for two passengers and hotel accommodations to Santorini, Greece on Expedia's website for Sept. 21-28. Due to a strike by the pilot union for ***, my flight back on the 27 from Thira to London was canceled. I received an email from *** on September 12 letting me know that they had to cancel my flight. I reached out to Expedia on Sept 12 letting them know the situation and they worked on trying to get me another flight. At the time, the phone agent said he tried contacting *** to review our options but that no one was picking up the phone. This would have to be followed up with Customer Care to reach out to *** for a resolution. I was told I will be getting a response from them in the next 2 days. I received an email from Expedia on September 14 at 10:30pm saying I had two options and had 48 hours to decide on the option. Both option would require for us to fly back the following day. I emailed back an hour later at 11:31pm to ask will they be extending our hotel stay as well. They didn't respond back so the next morning, I called them to discuss the options and my inquiry on the hotel. I told them I accept either option to go ahead and take it, only for them to tell me that there was only one seat available, and this was the same result for both options. They said the only option now is to cancel the flight and rebook to try a different booking. However it will result paying more. In this conversation, it took 2 hours and 6 minutes speaking with an agent, manager, and then corporate. I had no other option but to cancel the flight since there were no flights back at all for the next few days. They gave me a $200 credit after I sought for some sort of compensation. However it seemed liked they forgot about my hotel because they gave me a refund for the flight but not the hotel.I asked if I will be getting a full refund as well, and they said no because the hotel won't reimburse.
September 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 being refunded for the hotel cost of $1920.49.
Our records indicate on May 4, 2019, Mr. or an authorized user of the Expedia account purchased two multiple destination flights departing on September 21, 2019 from Ontario, CA to Thira, Greece and returning on September 27, 2019 from Thira, Greece to Los Angeles, CA, USA; along with a five night stay at *** via itinerary ***.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on May 4, 2019, Mr. communicated with the Expedia CHAT but the CHAT was abandoned. On September 15, 2019, Mr. called in stating his flights were cancelled and refunded due to the *** pilot strike. Mr. wants a refund for the hotel. Our representative reviewed the reservation and the hotel is non-refundable. Our representative contacted the hotel but based on the time advised Mr. to call back the following day to see if we could get a waiver from the hotel. On September 16, 2019, Mr. called back to get a refund for his hotel reservation. His flight was cancelled due to the *** strike. The hotel denied a waiver, our representative offered a coupon and Mr. declined. The call was escalated. The call was taken over and the representative offered to refund $217.65 as one time exception. Due to the cancellation of the flight not being a fault of Expedia’s a coupon was issued. The flight was cancelled and was processed due to the airline schedule change. The representative offered to deactivate the $200 coupon and process a $300 refund for the hotel reservation as one time courtesy. Mr. did not accept the offer. Our representative advised Mr. that the issues with his flight were due to the changes made by British Airway and advised that Expedia has no control over airline schedule changes. On September 18, 2019, our representative advised Mr. that we can issue a $300 refund from Expedia and deactivate the $200 coupon that was applied to his Expedia account. Mr. is expecting the hotel to be cancelled and refunded. Our representative advised the hotel was non-refundable and then cancelled the reservation per Mr. request. A cancellation email was emailed to the email address on file.
After further review on September 24, 2019, Expedia reviewed the confirmation itinerary, the notes on the account, the communication with *** and the hotel. Expedia was able to verify the flight portion has been fully refunded, the hotel portion was non-refundable and the hotel would not authorize refunding. Expedia applied a $200 coupon as a one-time courtesy to Mr. Expedia account. Mr. can go to *** (***) and file a claim for compensation for his hotel cost due to the strike and cancellation of his flights.
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. 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.
In addition, at the time of completing her 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 travel 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 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.
Based on the above Expedia is not able 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
Tell us why here...