On July 16, I booked a stay in an apartment in Florence, Italy. The stay was for 11/23/19 to 12/2/19. I booked this stay on Expedia.com. See form for itin number. The apartment was reserved through Expedia's "trusted partner" ***. I also purchased hotel trip insurance. I was billed $458.21 for down payment on the apartment. This went to ***, per my credit card records. I was billed $81 for trip insurance. This was billed to Expedia, again per my credit card records. On 8/12, the property manager emailed me that the flat would no longer be available on my dates. I replied back to her because her reasoning made no sense and I didn't want to start over looking for a place to stay. She wrote me back again on 8/14 telling me that it was unavailable and that if I wanted to get my $100 deposit back, I had to cancel the reservation. Multiple contacts with *** and Expedia occurred after that. Each of them was a customer service person telling me to just cancel. I couldn't make them understand that a) expedia.com wouldn't LET me cancel the reservation. b) If I tried to cancel on ***.com, it was only going to refund me $100, not the $458.21 I put down. Expedia would tell me to cancel with the property manager. The property manager told me to cancel online. Nobody would acknowledge that they were not returning my down payment.
I have, after multiple contacts, finally resolved the $458.21 from ***.
However, I do not feel that I should have to be out $81 for trip insurance. It does not make sense for me to pay $81 to Expedia for a hotel/flat that Expedia (and their "trusted partner") won't let me stay at. If I had cancelled, it would be different, but this wasn't my choice.
I opened ticket S#69407484 with Expedia on 8/16. I attempted to call again on 8/18. The automated response said it would call me back when an agent was available. It called after 35 minutes and I sat on hold for 27 minutes before giving up.
Expedia.com Response
• Aug 25, 2019
August 25, 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 coverage. We understand *** is requesting a refund.
Our records indicate on July 15, 2019, ***, or a person authorized for the Expedia account, booked an apartment in Florence Italy for nine nights, for check in on November 23, 2019, via itinerary ***.
On July 16, 2019 Hotel Booking Protection coverage with Travel Guard was purchased for $81.00 via itinerary ***.
We’re sorry to hear that your stay is not being provided as expected. The Hotel Booking Protection coverage has been cancelled. The coverage was refunded in full in the amount of $81.00, on August 25, 2019, to the original form of payment. The refund time frame varies based on the processing time of the credit card company.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
Customer Response
• Aug 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 bought 4 round-trip tickets to Lima, Peru October 2018. A couple months later I got an email stating that one of the *** was unable to fulfill the flight according to my itinerary so I was given the option to get a refund. I chose this because Expedia was unable to find another flight to accommodate our original travel arrangements. When I called and requested a refund the customer service agent said it was all put into motion. After not hearing anything or receiving my refund I called back to inquire and was told the refund was unable to go through due to an Expedia agent giving the airline my wrong account information. Since then my husband and I have spent countless hours on the phone with Expedia and have only been given a run around. I reached out one more time with a letter and email to the CEO requesting a refund. I gave the deadline of August 18th before I started filing complaints with outside sources. There has yet to be a refund.
A copy of the letter/email is available upon request as it was too long to copy and past here.
Expedia.com Response
• Aug 27, 2019
August 27, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding flights. We understand *** is requesting a refund.
Our records indicate on January 12, 2019, ***, or a person authorized for the Expedia account, booked roundtrip flights with China Eastern traveling from Hong Kong, SAR to Vancouver, BC, Canada, departing on August 9, 2019 and returning on August 26, 2019.
We contacted China Eastern to advocate on behalf of our customer. They advised there was a schedule change on the flight from Hong Kong, SAR on August 9, 2019, that the passengers took the flight at the time provided but did not continue travel the remaining travel available.
A waiver was provided for the return flight, but not for the outbound flight that was considered as used. A partial refund will be provided. The refund time frame varies based on the processing time of the airline and the credit card company.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
Expedia.com Response
• Sep 17, 2019
September 17, 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 ***).
Our records indicate on October 16, 2019, ***, or an authorized user of the Expedia account, self-booked roundtrip flights for four passengers with ***, traveling from Seattle, WA, USA to Lima, Peru, departing on May 8, 2019, and returning on May 17, 2019, via itinerary ***.
You requested a refund due to an airline-initiated schedule change. Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and ***, and is subject to the rules and restrictions of those providers. *** is the validating carrier and merchants 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 ***. We work with the airline in regard to any refund requests that require their authorization.
A refund was processed in the amount of $3,047.12 on September 17, 2019. The refund time frame varies based on the processing time of the credit card company.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
Customer Response
• Sep 20, 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 have booked a flight through them for one day needed. The customer service is extremely non existent. I was hung up on. Left on hold for an hour. Transferred to multiple people who either couldn’t assist, or didn’t want to assist. I was trying to be refunded for I flight I cancelled that said full refund if cancelled within 24hours. Everyone I spoke with was rude and not helpful at all!!! If this is the way this company treats consumer’s then we all need to take I’ll business elsewhere. They literally want me to pay for two flights one of which I’m not taking. No one is trying to assist me.
Expedia.com Response
• Aug 26, 2019
August 26, 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 Ms. *** (Revdex.com case number *** ) regarding a flight reservation.
Our records indicate that on August 15, 2019, Ms. self-booked a one-way, Basic Economy flight reservation on Mr. ***’s account, on Expedia.com, under itinerary ***. Travel was with ***, departing on August 19, 2019, from Baltimore, MD to Huntsville, AL. A Cancellation Plan was purchased with the itinerary. We understand Ms. is requesting a refund of $170.50 for the cancelled flight reservation, claiming that the booking was cancelled within 24 hours.
Expedia welcomes customer feedback in our ongoing effort to improve upon the customer experience. If our customers are using profanity, or make abusive statements, warnings are provided asking them to refrain from it and allow us to assist them. If they continue, we need to disconnect the call. Regrettably Ms.’s call was disconnected and she was advised to call us back when she can allow us to address her concerns in a respectful way.
Furthermore, we can confirm that Expedia did not receive the request for the cancellation of Ms.’s flight reservation. However, our record shows that the purchased Cancellation Plan was cancelled by Ms. via Expedia.com on August 17, 2019.
Expedia reached out to *** to advocate on Ms.’s behalf, requesting approval to cancel the reservation with a full refund. Regrettably, the airlines denied the refund request due to their strict policy of the Basic Economy Fare. The airlines also advised that flights were cancelled directly through them on August 17, 2019.
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. *** 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.
While we regret Ms.’s experience was not as we would have hoped, based on the information provided above, Expedia is unable to honor her refund request, because the funds are not held by Expedia.
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 boyfriend booked a hotel room for a wedding we are attending in September. Through the process, when the next page on the website loaded, the date of stay reset to the current date and he didn’t realize it and booked the room for that date. He also purchased the travel insurance. As soon as he got the confirmation email, he called to cancel/rebook for the correct dates. The hotel told him he needed to call Expedia since that’s where he booked. When he called, Expedia told him they needed to call the hotel. They put him on hold and upon return told him they were unable to get in touch with the hotel at the time and would get back to him via email within 24 hours. Six days later he got an email saying due to the hotel’s policy on cancellation/modification, the hotel denied the request. However, again, he purchased the travel insurance through Expedia.
Expedia.com Response
• Aug 25, 2019
August 25, 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 August 8, 2019, ***, or a person authorized for the Expedia account, self-booked a one night hotel stay with ***, ***, for check in on August 8, 2019, as well as Hotel Booking Protection coverage. The total cost of the items purchased was $166.60.
Our customer contacted us to cancel the hotel reservation after the start of travel on August 8, 2019. We contacted the hotel and were not able to speak to a person who could provide the approval needed for the waiver requested that night.
We followed up with the hotel to advocate on behalf of our customer and received a waiver. The hotel reservation was refunded in the amount of $157.60.
The Hotel Booking Protection coverage was nonrefundable at the time of purchase.
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.
1. On 8/16/2019 9:25 PM, I received 50 % discount email from expedia.com.
2. I Reserved rent car ( one day $63.38 Aug19 at 10:30am -Aug 20 at 10:30am ). Confirmation #***
3. But 50 % discount couldn’t applied in web. Realize it's a scam(fraud).
4. I have made phone call 3 person ( No 1.10:22 am *** woman employee of *** / No 2. 10:25 am *** of *** / No 3 10:55 am *** Mark of Expedia , employee number *** ) All of them told me all the money deducted as cancellation fee.
3. I ask them to cancel my reservation and refund full money But failed.
Expedia.com Response
• Aug 23, 2019
August 23, 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 *** requesting a refund of $63.38.
Our records indicate on August 16, 2019, Mr. or an authorized user of the Expedia account booked a one day rental car with ***, picking up on August 19, 2019 and returning on August 20, 2019 via ***. A confirmation email was emailed to the email address on file, it was first opened on August 17, 2019 and has been reviewed 17 times.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on August 17, 2019, Mr. called in to cancel the car reservation. Our representative advised the reservation was nonrefundable and offered to call *** to inquire but Mr. refused. On August 18, 2019, Mr. called to cancel reservation and wanted to get money back. Our representative advised the reservation was nonrefundable. Our representative called *** and was advised the reservation was cancelled with a refund and the refund will take seven to ten business days for the refund to appear, *** advised they would send Mr. an email.
After further review on August 23, 2019, Expedia reviewed the reservation, the confirmation itinerary and contacted ***. The confirmation itinerary showed the following:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
*** advised that they charged a cancellation fee on August 18, 2019 for $52.87 and issued a refund to the customer for $10.51. As a courtesy *** issued a refund for $52.87 and advised it would appear within seven to ten business days.
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.
In addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:Terms of Use -Supplier Rules
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 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.
Our Terms of Use further provide: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.
Based on the above, *** advised they issued a refund on August 18, 2019 for $10.51, after charging the cancellation fee of $52.87. As a courtesy today August 23, 2019 *** issued a refund for $52.87. *** advised the refund should appear on Mr. card within ten business days.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Tell us why here...
Customer Response
• Aug 23, 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 reserved a car rental. I specified that I would drop off the car in a different location and received my intinerario for $39 totl inlucing "all taxes and fees" refer to image attached. When on my destiation abroad I was being chrhe $132. After aking clarification the rest was "taxes and drop off fee" called amd was told this woukd be taken care of it. Styed longer than 1.5 hours on the phone at the airport abroad and the manager from Expedia in the end COLD transferred me without previous warning to talk to *** rep. In the end I decided to pay all they said as I am in a foreign country. Not Expedia nor *** care
Expedia.com Response
• Aug 23, 2019
August 23, 2019 Revdex.com Expedia – 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 *** (Revdex.com complaint # ***) regarding a car rental refund request. On August 12, 2019, Mr. self-booked a car rental reservation on our site via itinerary ***. Mr. agreed to book the car reservation for $39.37 and accepted the Rules and Regulations of the car rental company which mentions they charge a fee of $50 if the car is dropped off at a different location. We understand from Mr.’s complaint, he was unaware of the fee and taxes that the rental car company would charge. Upon researching the customer’s complaint, we can confirm that Mr. accepted the Terms of use and Rules and Regulations shown on the itinerary. I have attached a copy of the Terms of Use which Mr. accepted when the booking was made. We have also attached the Rules and Regulations provided by the car rental company. LIABILITY DISCLAIMER The Expedia Companies, the Expedia Partners and their respective suppliers make no representations about the suitability of the information, software, products and services contained on this Website for any purpose, and the inclusion or offering of any products or services on this Website does not constitute any endorsement or recommendation of such products or services by the Expedia Companies or the Expedia Partners. All such information, software products, and services are provided “as is” without warranty of any kind. The Expedia Companies, the Expedia Partners and their respective suppliers disclaim all warranties and conditions that this Website, its servers or any email sent from the Expedia Companies, the Expedia Partners and/or their respective suppliers are free of viruses or other harmful components. The Expedia Companies, the Expedia Partners and their respective suppliers hereby disclaim all warranties and conditions with regard to this information, software, products and services, including all implied warranties and conditions of merchantability, fitness for a particular response, title and non-infringement. 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. In no event shall the Expedia Companies, the Expedia Partners and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special or consequential damages arising out of, or in any way connected with, your access to, display of or use of this Website or with the delay or inability to access, display or use this Website (including, but not limited to, your reliance upon opinions appearing on this Website; any computer viruses, information, software, linked sites, products and services obtaining through this Website; or otherwise arising out of the access to, display of or use of this Website) whether based on a theory of negligence, contract, tort, strict liability, consumer protection statutes, or otherwise, and even if the Expedia Companies, the Expedia Partners and/or their respective suppliers have been advised of the possibility of such damages. RULES AND REGULATIONS DROPOFF CHARGES One way Rentals: A one-way rental is a rental which starts at one location and terminates at another. One-way charges will apply to rentals from 1 to 5 days. Rentals up to 6 day or more will not pay one-way fees. One-way amount USD$50.00. Since the customer used the reservation, accepted the Terms of Use and accepted the rules and regulations of the car rental company there will be no refund provided. In the future the customer may request to cancel the car rental if he does not agree with the rental price provided at the vendors counter. He may also contact Expedia immediately if possible to check prices with a different rental company. We do regret any inconvenience Mr. has encountered in resolving this matter. If the customer needs further assistance he may contact Expedia customer support at 1-800-397-3342. Sincerely, Daniel A Customer Correspondence Team
Customer Response
• Aug 24, 2019
Complaint: ***
I am rejecting this response because:
Sincerely,
I hve reviewed ll the terms and conditions several times and do NOT see the clausule. Instead I DO see where it does specify that I will drop it in a different location. It is the same over and over.
I purchased a round trip ticket through Expedia from *** airport to Orlando Florida. Due to a traffic accident on an already traffic jam on the *** my child and I were unable to make our flight. I called Expedia to see if they can credit me my funds and reschedule my flight only for them to tell me they can’t because *** wouldn’t allow it and I called *** only for them to tell me it’s up to Expedia for my funds to be returned and I must reschedule through them as well.
Expedia.com Response
• Aug 25, 2019
Tell us why here...Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding her flight reservation. We understand
Ms. is requesting a refund of the one-way flight she had to purchase totaling $380.00, as she missed her departure flight due to a traffic accident.
Our records indicate that on July 26, 2019, Ms., or an authorized user of her Expedia account, self-booked a flight reservation using Expedia’s
website, under itinerary *** with ***. Traveling from New York, NY to Orlando, FL on August 16, 2019 and returning on August 24,
2019. The customer added Travel Protection Cancellation Plan, total cost of the reservation is $230.60.
Upon review, on August 16, 2019, Ms. contacted Expedia requesting an exchange for her departure flight as she was not going to make it due to a
traffic accident on the freeway. We verified that *** allowed her to exchange the flight with their next availability which was on August 17, 2019 without
any penalties, however she did not accept the offer. The airlines would not allow a refund due to the policy of her ticket which is a Basic Economy Fare. At
the time of booking, we have verified that the following flight mandated ticket policy was provided and accepted by Ms.. The following terms were
displayed during the booking process:
*** BASIC ECONOMY FARE RESTRICTIONS
Restrictions include:
· Cancellations and changes are not permitted.
· You may travel with a personal item that fits under the seat in front of you,
· You can bring a full-sized carry-on bag on board
· No seat selection
· The ticket is nonrefundable after 24 hours
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and the airlines, and is subject to the rules and
restrictions of those providers. *** 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.
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 her refund request.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this
matter, please feel free to contact us.
I've booked a car rental through Expedia. On the day of reserving the vehicle, I purchased the collision damage plan, which I have paid on the same day of reservation in the amount of $176. This charge was independent from my vehicle reservation, which cost $601.51. These two transactions were paid separately from one another.
On top of charges listed above, the company still charged me extra $114.60, even though the vehicle was returned in perfect condition and on time. I am disputing this over-charge and I've requested Expedia to reimburse me for it, since I entered into contract with them, not ***.
I contacted Expedia and they advised me that I need to address this directly with *** (located in Germany). I disagree - they should be resolving this, since my terms of contract were with Expedia, not ***. They should reimburse me and they can deal with *** to recover unauthorized charge on their behalf.
Expedia.com Response
• Aug 22, 2019
August 22, 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 *** requesting a refund of $114.60.
Our records indicate on July 16, 2019, Mr. or an authorized user of the Expedia account booked a 15 day rental car with *** Car Rental, picking up on July 22, 2019 and returning on August 6, 2019, along with Travel Protection Collision via ***.
Upon receipt of Mr.’s complaint, we investigated the issues which were brought to our attention. We can confirm on July 16, 2019, Mr. called in asking to change the pick-up location to ***. Our representative called the car rental company and spoke with a representative who advised there would be 650EURO charge to change the reservation. Mr. was advised about a charge to change the reservation and he elected to leave the reservation as is. On August 10, 2019, Mr. emailed Expedia advising he was charged $716.00, but the rental car cost shows $601.51. He is requesting the difference of $114.60 back as a refund. Expedia responded to the emails and eventually directed Mr. to contact ***. He declined stating he wanted Expedia to reimburse him.
After further review on August 21, 2019, Expedia contacted *** and they advised the rental was $682.66 (which included a border fee and road tax equal to 54.00EUR), they emailed Expedia a copy of the rental agreement receipt. The rental car reservation was booked $601.51. Per *** receipt the rental was 439.86EUR subtotal plus 93.83EUR (VAT) equals 533.69EUR multiplied by 1.1615928 (exchange rate) equals $619.93 less $601.51 equals $18.42. A refund for $18.42 has been issued to the card that was originally charged. The refund will appear on the card that was originally charge in three to seven business days.
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.
In addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:
Terms of Use -Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the 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.
Our Terms of Use further provide: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.
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 have a charge of the *** made vía Expedia. I do remember looking for hotels but don’t remember actually making the reservation. Now let’s say I did and can’t remember (as per Expedia I provided my card info). I was looking from Wednesday August 15, but plans changes so I made one for Wed 7, for this one I did receive an email confirmation and in fact cancelled it the next day and made one for the correct date and also got an email.
Today I see an email from a Expedia asking me to rate the *** in Queens and looked into my account and have a charge of US$116.39. I called the hotel but they told me to Contact Expedia and so I did. I spoke with an agent then she passed me to her supervisor and after few minutes waiting for the investigation, was told that I did the reservation and that an email that I never open was sent.
Since I worked on an online agency before, asked the supervisor to provide me the screenshot page of where it shows that the email
Was sent to me and the time and also if I opened it or not, because if I booked accidentally and had receive an email , would have cancel
It right away. The supervisor told me that due to legal matters they can’t do that, but as I told him, is my information that I am asking for them to prove me the email was sent and I didn’t open it, it’s the only way they can prove me that I am wrong but he refused and say they can’t do that.
So as I told him, Expedia is expecting me to go by their word, they said they sent the email and I have to say yes? They didn’t, therefore, I couldn’t cancel a reservation I didn’t remember making, needless to say I did not stay at the hotel.
Expedia.com Response
• Aug 23, 2019
August 23, 2019 Revdex.com Expedia – 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 action from you. Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a hotel reservation refund request. On August 1, 2019, Ms. self-booked a Pay-Later hotel reservation for one night on our website and paid a total of $126.39. The check-in date was set for August 14, 2019. A Pay-Later hotel booking is a reservation in which the hotel charges the customer directly. Depending on their policy the hotel may charge on the check-in date. We understand from Ms.’s complaint, she claims she did not receive her email confirmation of her itinerary. Ms. is requesting a full refund because she claims she was unaware that she had booked the reservation, and also claims she never received an email confirmation. Upon researching the customer’s complaint, I was able to listen to the customers call recordings which she made to Expedia on August 15, 2019. Ms. speaks to an Expedia supervisor. The Expedia supervisor is then able to reach a corporate office agent in order to review Ms.’s session on our site which as I mentioned was made August 1, 2019. The corporate agent confirms that during the booking session Ms. selected the hotel, check-in date and entered her credit card information. Ms. is provided the information by the supervisor and she requests that she be provided a screenshot of the session. Ms. is advised by the supervisor that we are unable to send her a screenshot. Ms. mentions she previously worked for *** and dealt with Revdex.com and ***. (***) complaints and that they were able to send screenshots to customers in order to remind customers they had made a reservation. We would like to inform Ms. that in fact Expedia is unable to provide such screenshot as it is considered as Expedia property. These will not be provided to customers, unless through legal action. Ms. goes on to mention she will file a Revdex.com complaint and a complaint through ***. We must also mention that Expedia customers can check on their account, under My Trips, and they will be shown the information regarding a booking. When Ms. booked a second itinerary Expedia showed this itinerary under her My Trips section. Our goal is to provide an exceptional customer experience and we ask that customers are extremely careful when selecting the dates and review the email confirmation after booking as this mentions the date and time the reservation is in penalty. We do regret any inconvenience Ms. has encountered in resolving this matter. Based on the information provided above, Expedia will not provide a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Daniel A Corporate Correspondence Team
Customer Response
• Aug 24, 2019
They sent an email of this reservation while I was filing the complaint t with them, an email was never sent before to me, had they sent it, I would have cancel the reservation. And yes, I clearly did tell the supervisor I was going to complaint to the Revdex.com because I learned that customers have rights while working in another online agency, so do t use that as defense.
Expedia won’t provide the email not because is a legal matter, but because they NEVER sent it and they know it, an email previously “sent”to a customer is not a legal matter, I am requesting something that supposedly was sent to me not to someone else.
Had they sent me an email, I would have noticed I completed that reservation and would have canceled it, but on the reply to my complaint, the person who responded to it forgot to say I also mentioned that in the call, that if Expedia had send me that email (they didn’t reason why I didn’t even know that reservation was completed), I would have cancelled it.
Making it clear, the hotel confirmation email was sent while I was complaining on the phone, was this mentioned on the reply?
They can’t prove they are right... reason why I want a refund of a hotel I didn’t know I had a reservation.
I reserved a stay in *** Nj, pay everything and did my check in, 10 minutes after I did my check in I was called to the front desk and was told that my card was decline. Check my app and everything looked good. I was told that the card that was decline was the one that Expedia uses to pay the hotel, (A virtual ***, I paid my stay with an *** Express direct to Expedia, no the hotel) . Called Expedia and explained the situation, told them isn't my fault, this is not my credit card, your card got declined not mine. They call the hotel couldn't get a hold on the person in charge, after I while I decided to leave the hotel, I was not going to pay again for this reservation. Told Expedia on the phone that I was gonna leave the hotel and that I want my money back, they say that they first need to talk to the hotel, the hotel told me that I don't have any reservation because the card was decline twice (the virtual one) so I left. Now they are saying that they cannot refund me the money because it was non-refundable.
Expedia.com Response
• Aug 23, 2019
August 23, 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 *** requesting a refund of $53.00.
Our records indicate on August 13, 2019, Mr. or an authorized user of the Expedia account purchased a one night hotel reservation at the ***, checking in on August 13, 2019 and checking out on August 14, 2019 via ***.
Upon receipt of Mr.’s complaint, we investigated the issues which were brought to our attention. We can confirm on August 15, 2019, Mr. called to cancel the reservation because the front desk had a problem charging his card. His card was declined and they cancelled the reservation. Our representative offered to call the hotel and to verify any options, the hotel was unavailable. The *** denied refunding the reservation. Expedia emailed Mr. that the *** denied authorizing us to issue a refund for the reservation since it was non-refundable.
After further review on August 23, 2019, Expedia was able to review the reservation and the confirmation itinerary. The reservation and confirmation list that the hotel would collect additional hotel fees, the fees and deposits were applicable only if they were not included in the room selected rate – 3.0 percent city/local tax will be charged. The statement appeared as follows:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
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.
In addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:Terms of Use -Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the 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.
Our Terms of Use further provide: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.
Based on the above, Expedia is not able to honor the request for refund. The *** was unable to charge the card that was presented to them at the time of check in and has denied refunding Mr. for the non-refundable reservation. 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
• Aug 23, 2019
Complaint: ***
I am rejecting this response because:
Your records are wrong, “Mr. called to cancel the reservation because the front desk had a problem charging his card. His card was declined and they cancelled the reservation.” This sentence is wrong, the front desk didn’t have any problem charging MY CARD, the front desk had a problem charging the VIRTUAL CARD provided by EXPEDIA a ***. MY card is an ***. I don’t know and don’t care how EXPEDIA pay the hotels, the front desk told that the virtual card was declined. That virtual card is from EXPEDIA! EXPEDIA!
“Based on the above, Expedia is not able to honor the request for refund. The *** was unable to charge the card that was presented to them at the time of check in and has denied refunding Mr. for the non-refundable reservation.” This statement is wrong and misleading. Atlantic Inn was unable to charge the card that was presented to them by EXPEDIA not ***. *** pay EXPEDIA with an ***, Expedia pays the hotel with a ***, the *** was DECLINED. Now EXPEDIA wants *** to pay for their mistake.
I bought air and lodging from Expedia. I asked for a confirmation by email and got an email with only an itinerary number, my flight information and the name, address, check in information on the lodging. There were no indications of pricing.
On checking out of the motel, I asked for a receipt. The receipt itemized the room charge, taxes and several other fees; the total was $380.87.
On returning home, I checked my *** charges; Expedia was paid $467.82. The air was paid directly to the airline. I contacted Expedia by phone and asked for an itemization of the $467.82. I was told $437.82 was the room charge and $30 was the parking charge. I was aware of the $30 parking fee, but the room charge was higher than on my receipt from ***, the motel I stayed at. I scanned the *** receipt to Expedia. A few hours later, I got an email reply that the receipt I got listed Expedia's retail price and so Expedia will not process a refund.
I am filing this complaint because I believe Expedia is not communicating with me in good faith. I question that my receipt from *** is a wholesale price; I have never had a receipt as a retail customer that gave me a wholesale price.
My stay at *** was 8/6/19 to 8/9/19. The email from Expedia is dated 8/14/19.
I would like to provide a copy of my *** receipt and the Expedia email reply to me. I will be happy to answer any questions from the Bureau.
Thank you for processing this complaint.
Expedia.com Response
• Aug 23, 2019
August 23, 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 *** requesting a refund of $86.95.
Our records indicate on July 1, 2019, Ms. or an authorized user of the Expedia account booked a roundtrip flight departing on August 6, 2019 from San Francisco, CA to San Diego, CA and returning on August 9, 2019; along with a three night hotel reservation at the *** by *** with the Vacation Waiver via ***. A confirmation email was emailed to the email address on file, it has not been opened or reviewed.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on August 14, 2019, Ms. called in regarding her billing details. She wanted a detailed breakdown of prices on her reservation. The call was escalated and another representative took over the call. Ms. is asking for a refund based on the price difference; she advised that Expedia charged her more than the hotel receipt showed. Ms. advised that the hotel gave her a receipt for $380.82. Our representative advised that we would review and if there is a need to refund we will process it but it is all subject for review and approval. Expedia emailed Ms. advising. “it is possible that receipt is really the price that we paid the hotel. Since we get blocks of hotel rooms we are able to get them at lower prices than the average consumer. We pre-negotiate certain room rates with hotel suppliers to facilitate the booking of reservations on your behalf. The room rate displayed on the website is a combination of the pre-negotiated room rate for rooms reserved and the facilitation fee retained by the property to compensate us for our services.”
After further review on August 23, 2019, Expedia reviewed the reservation, the confirmation itinerary and the notes on the account. Ms. was charged the price that she agreed to when she created the reservation. There is no refund due from Expedia since the hotel issued an incorrect receipt showing a different rate.
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. Alaska Airlines 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 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 his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:Terms of Use -Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the 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.
Our Terms of Use further provide: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.
Based on the above Expedia is not able to honor the request for refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
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Customer Response
• Aug 23, 2019
Complaint: ***
I am rejecting this response because:
Expedia replied that I had agreed to the price for my stay at ***, San Diego. However, in my complaint, I stated that I was then and still remain without any written documentation of the hotel fee.
The only documentation of my hotel/air bundle with Expedia came only after a phone inquiry whether my phone reservations had been confirmed; I made this request several days after I provided my credit card information to pay for the bundle. After my phone request, I did get an email confirmation of the hotel/air reservation, but without any prices included.
It was because I needed some documentation of the hotel charges, I asked *** for a receipt of charges when I checked out. As I stated in my complaint, the *** charge was considerably less than what Expedia charged my credit card.
So I do not understand how Expedia can deny my claim based on my agreement to the terms of the contract when Expedia failed to provide documentation in their only email communication to me. The point is, I only found out the hotel charge based on my credit card statement.
Made a Flight reservation with Expedia in Feb 2019. Checked on the Itinerary several times...all ok. Checked on the itinerary August 14th was informed the itinerary had been cancelled. The flight was with *** for August 16th with a return flight August 24th. *** did not change the flight, I did not cancel it and according to Expedia Customer service they did not cancel it either. I had bought Travel Protection thru Expedia so I asked them for a refund of my $230.60. I have called them 3 times, been put on hold for way too long each time, have been transferred to several of their departments and have been given more phone numbers to call. So far I have gotten no closer to getting this issue resolved.
Expedia.com Response
• Aug 24, 2019
August 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 (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding her flight reservation. We understand
Ms. is requesting a full refund of $230.60, as she did not request to cancel her flight.
Our records indicate that on February 9, 2019, Ms. ***, or an authorized user of her Expedia account, self-booked a flight reservation using Expedia’s website, under itinerary ***
with ***. Traveling from Phoenix, AZ to Albuquerque, NM on August 16, 2019 and returning on August 24, 2019. The customer added Travel Protection Cancellation Plan, total cost of the
reservation is $230.60.
Upon review, on August 14, 2019, Ms. contacted Expedia to request for a full refund as she did not request to cancel. We verified that on the day she completed her reservation online, Ms.
*** incurred a site error and tickets were never issued due to invalid form of payment. As per Expedia policy, 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.
Furthermore, when finalizing the reservation on Expedia.com, Ms. agreed to the following Terms of Use:
The carriers, hotels and other suppliers providing travel or other services are independent contractors and not agents or employees of the Expedia Companies. Expedia Companies 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. Expedia Companies 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 have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
In no event shall the Expedia Companies, the Expedia Partners and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special or consequential damages arising out of, or in any way connected with, your access to, display of or use of this Website or with the delay or inability to access, display or use this Website (including, but not limited to, your reliance upon opinions appearing on this Website; any computer viruses, information, software, linked sites, products and services obtaining through this Website; or otherwise arising out of the access to, display of or use of this Website) whether based on a theory of negligence, contract, tort, strict liability, consumer protect protection statutes, or otherwise, and even if the Expedia Companies, the Expedia Partners and/or their respective suppliers have been advised of the possibility of such damages.
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 her refund request. However, we have processed a
refund for her Travel Protection Plan that she added with her flight totaled $19.00 as she did not use her reservation. If the customer was charged for her flights, please have her submit a bank statement
showing the charge for further review, as it was only an authorization that released within three to five business days.
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
Customer Response
• Aug 27, 2019
Upon reviewing my bank statements Expedia is correct there was an error in the transmission and I was not charged for the flights.
My wife booked a very convoluted ticket on Expedia. Unfortunately, it was "non cancellable", so I have 2 issues: First, Expedia should not present airline connections WAY OUT of the travel path on multiple airiines as a default option. Secondly, when I asked to change it , expedia claimed to be only following airline policy and could not refund any of the money. This is taking money without providing service, so I consider it fraudulent business practice.
Expedia.com Response
• Aug 22, 2019
August 22, 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 *** requesting a refund of $750.00.
Our records indicate on May 11, 2019, Mrs. *** or an authorized user of the Expedia account booked two round trip flights, departing August 17, 2019, from Boston, MA, USA to Inverness, Scotland, UK and returning on August 25, 2019. The reservation also included a seven-night hotel stay at the ***; via itinerary ***. A confirmation itinerary was emailed to the email address on file; it was first opened on May 11, 2019, and reviewed 22 times.
Upon receipt of Mr. *** complaint, we investigated the issues which were brought to our attention. We can confirm on August 14, 2019, Mrs. called in to cancel the reservation for ***. Our representative advised that the ticket was non-refundable and that there was no future credit, however changes were permitted with $275.00 change fee. Mrs. asked for a supervisor. A supervisor took over the call and advised the ticket was non-refundable and non-changeable since the base fare was lower than the $275.00 change fee. Mrs. agreed to leave the reservation as is. No changes were made to the reservation.
After further review on August 22, 2019, Expedia verified the rules of ***; the tickets were non-refundable and there was a $275.00 change fee. *** rules state that reservations cancelled prior to the ticketed departure time retains the ticket value for future travel within the ticket validity and change fee applies. If the reservation is not cancelled prior to the ticketed departure time rebooking is not permitted and ticket has no value. Expedia was able to verify the confirmation itinerary list the airlines rules and regulations of the ticket.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** is the 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.
In addition, at the time of completing his booking on our website, Mrs. 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.
Our Terms of Use further provide: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.
Based on the above Expedia is not able to honor the request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
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Expedia bought *** and left many gift certificate holders with gift certificates that would not work anywhere as well no properties that would honor the gift certificates. I am holding $600 worth of these gift certificates that were never supposed to expire and have lodged complaints against the original company and have lodge a complaint with the FTC against expedia and the debt and responsibilities it owed from the purchase of *** and the customers that bought the cards from ***, *** and a number a well known chains.
Expedia.com Response
• Aug 22, 2019
August 22, 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 *** requesting either for her gift certificates to be honored or a refund in the amount that is on the certificates.
Please use the hyperlink for the Redemption Request for the *** form:
https://www.***/***If the site is not currently available, please check back later. There have been some intermittent issues resulting from heavy traffic on the webform and we apologize.Please enter the order and certificate number along with your contact information and our Billing Department will reach out with next steps regarding the refund. Again, we are sorry for any delay or inconvenience and appreciate your patience. 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
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I made on online hotel reservation to be used for 07/1919-07/21/19 via Expedia. This place is a total fraud as this provides false information. They don't state the inside problem of this hotel. When I clicked on *** this asked me if I wanted a condominium or a basic room. I then click on a basic room with two beds. I decided to click on the basic room and added two adults and two children's information. This then showed me a picture of two beds in a room and nothing else. I figure okay, I will go with that room which it offered breakfast included for all parties. Upon my arrival ad checked in, we went to the room and noticed that the room had no air, no TV, and no Wifi. Then we noticed there was no towels and advised the front desk, the room had a strong odor that gave us all a headache during our entire stay, we saw a few roaches and mildew on the walls. We had to sleep with the windows open to allow the strong odor to go away, but this still didn't work. We then went and complaint and asked the manager to switch us to a room at the tower and told them I was willing to pay the difference and they said they didn't have any more rooms available and denied our request. We then went back to the room as it got darker we noticed that there was only one light functioning, the inside of the blankets had holes as if bugs bit through them. I took pictures of the blankets and covers. I took pictures of the light that only one was working and were relying on the light from the bathroom too. It was very uncomfortable staying at this place and was impossible to find a room elsewhere. We asked for the breakfast passes and were told that they could only gives 1x/adult and none for the children which that was not said to us when we booked & did not give us what was promised. The representation/condition of this hotel was never described other than no TV, no Wifi, no air conditioner. Pictures of the blankets and room provided to Expedia.
Expedia.com Response
• Aug 21, 2019
August 21, 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 *** requesting a refund of $244.15.
Our records indicate on July 18, 2019, Mr. or an authorized user of the Expedia account booked a two night stay at the ***, checking in on July 19, 2019 and checking out on July 21, 2019 via ***.
Upon receipt of Mr.’s complaint, we investigated the issues which were brought to our attention. We can confirm on July 22, 2019, Mr. emailed the following to Expedia, “Per my conversation with your customer service representative by the name Mike, he asked that we submit any pictures. Attached are the pictures of dirty bed cover/blankets. The third picture is the under blanket with holes as if there some type of bugs who made bites. I also need to add that only one light was working. The fifth picture shows that the light didn’t work and in that wall it looks like there was a TV before. The second and fourth picture are the same, there were two of the lamps by the bed only one was working. We had to relied on the light coming from the bathroom to have more brightness”. Expedia responded advising we are still in the process of contacting the hotel and should respond within 72 hours. On July 23, 2019, our representative called the hotel and due to a bad signal the hotel agent could not heard. The representative called the hotel for the second time and the call went unanswered. On July 24, 2019, Mr. called in and advised he had a bad experience during his stay with cleanliness and safety. Our representative offered to call the hotel and verify the situation and to request a refund. The hotel answered the phone, placed the call on hold and never came back to the line. Our representative sent an email to the hotel advising of Mr. complaint and requested a refund. From July 24, 2019 through August 6, 2019, numerous emails were received from Mr. about his stay at the hotel. Expedia responded, advising we were trying to communicate with the hotel to get their authorization for a refund. Expedia has not received a response from the hotel.
After further investigation on August 21, 2019, Expedia reviewed the reservation, the emails and documentation on the account. Based on the complaint and no response from the hotel about issuing a refund; Expedia issued a $200.00 voucher to Mr. Expedia account as a courtesy. The voucher is valid for a ‘pay now hotel reservation” or a “pay now hotel reservation and flight”. The voucher is valid for a one time use until September 30, 2020.
Expedia serves as a third-party intermediary, 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 his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:
Terms of Use -Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the 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.
Our Terms of Use further provide: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.
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...
On or around Jan 9 2019 I purchased 2 tickets through expedia.
My itinerary # ***. I was supposed to fly on *** on
July 23rd at 10:22pm with my partner to LA where we were going to catch flight *** that departed on July 24th depart 8:10. To make sure everything went ok I purchased the optionally insurance policy number is: ***. About a week before my flight I called to let them know about a medical issue and requested a refund. I was put on hold for over an hour then a manager or someone claiming to be one told me that a refund wouldn't be possible and hung up on me. I repeatedly tried to keep calling back for a refund with the same result each time..
Expedia.com Response
• Aug 21, 2019
August 21, 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 time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding his flight reservation. We understand Mr. is requesting a full refund of $396.60, as he is requesting a refund due to medical reasons. Our records indicate that on January 10, 2019, Mr., or an authorized user of his Expedia account, self-booked a one-way flight reservation using Expedia’s website, under itinerary ***. Travel departing on *** from Lihue, HI, to San Diego, CA, on July 24, 2019.The total cost of the reservation $396.60 with added Travel Flight Protection Plan for two passengers.Upon review, on July 20, 2019, Mr. contacted Expedia requesting to cancel his reservation because his pregnant wife was unable to travel. We verified that *** does allow a refund or change on a non-refundable flight for death circumstances or if the flight allows a 24 hour “free cancellation” policy upon booking. However, with his added Flight Protection Plan, the customer has to contact Travel Guard at 1-800-826-5248 or https://mvp.travelguard.com/ and file a claim through Travel Guard with his policy number ***. Please note that his refund request is subject to the review and approval of Travel Guard not Expedia.Therefore, we have verified that the following flight mandated ticket policy was provided and accepted at time of booking, and the terms of coverage for the insurance through Travel Guard were provided prior to purchasing the plan.
The following flight terms were displayed during the booking process and the email confirmation: *** BASIC ECONOMY FARE RULES• Airline assigns your seats (groups and families may not sit together).• Cancellations and changes are not allowed• Bring a carry-on bag• Pay to check your bags• Bring a personal item In addition, at the time of completing the booking on our website, he agreed to our Terms of Use, which expressly provide: 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. While we regret the customer’s, experience was not as we would have hoped, based on the information provided above we are unable to honor his refund request. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez MCorporate Correspondence Team
Tell us why here...
Customer Response
• Aug 21, 2019
Complaint: ***
I am rejecting this response because:
Sincerely,
***
This isn't acceptable. Your company needs to take more accountability for this situation. I payed your company not travelguard. Please fix this situation and also return what I payed for travel insurance
I purchased 5 airline tickets from *** on expedia website in February 2019 for travel dates December 2019.
I got an email from expedia on May 26, 2019 saying that the airlines for the trip back from Mexico made a schedule change. I immediately called expedia. The airlines (***) changed the flight from direct to connecting flights in Mexico City. The expedia agent who spoke with me that day said that I can accept the change or decline the change and get refunded. I asked for a refund and declined the change.
During that time, I purchased a different return ticket from another airlines and charged over $1400, because the expedia agent said refunds will be processed fast and gave me instructions on how to contact *** by email and the information I need to supply to get the refunds.
Nothing happened. When no refunds were processed, I kept calling the airlines and expedia. The airline kept me on hold for 3 hours daily, and gave the same information “ we are processing your request.”
I was hoping that, as a travel agent, expedia would advocate and help me get the refund. I had acted on the advice of the agent who spoke with me on May 26, and bought another ticket.
I called and emailed expedia several times after that explaining to them that *** has been lying to me. I was hoping they would advocate for me to get the refund. Every response from them has been “the airlines is processing your refund”. Well it is almost Mid-August and I keep getting the same response. *** has not reimbursed me and they keep saying “ we are processing your refund.”
I understand that airlines schedule is NOT under expedia control but have detailed how the airlines has been lying to me, hoping they can push the airlines to process my request. Expedia keeps selling *** tickets knowing their lack of respect for their customers. I have spent endless hours fighting to get back a little over $1000 and as a travel agent I expect expedia to help me get my refund
Expedia.com Response
• Aug 16, 2019
August 16, 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 *** requesting a refund of $1019.10.
Our records indicate on February 21, 2019, Mr. or an authorized user of the Expedia account purchased five combined one-way flights departing on ***, December 19, 2019 from New York, NY to Cancun, Quintana Roo, Mexico and returning on *** Airline, December 27, 2109 from Cancun, Quintana Roo, Mexico to New York, NY; via 7414258490163.
Upon receipt of Mr.’s complaint, we investigated the issues which were brought to our attention. We can confirm on February 23, 2019, Mr. *** called in and he was advised of *** cancellation policy, He declined making any changes and left the reservation as it was. Our representative referred Mr. to *** for seat assignments. On June 5, 2019, Mr. was not okay with the retro protection and wanted to cancel the flight and get a full refund. The call was disconnected, our representative called Mr. back and he advised another agent to call him back and would continue with that agent. No changes made to the reservation based on ending the call. Later that day Ms. called in to follow up on the refund. Our representative reviewed the record and verified an airline schedule change had been initiated by *** on the return flight. Mr. has called several times and is upset since *** has been asking for documents that he cannot provide. Ms. was able to speak with in *** but says her call was disconnected. Our representative advised Mr. that we needed to contact *** to follow up and confirm the refund process. Our representative called *** and spoke with several agents, they advised to transfer Ms. to them. Our representative transferred Ms. to *** and issued a $200 coupon to the Expedia account, due to poor service from vendor. Our representative called Ms. back and she advised she was given a reference number *** for the refund. Our representative advised her to follow instructions given by ***. From June 10, 2019 through July 26, 2019 - Ms. called in numerous times to get an update on the refund request due to the airline schedule change. She spoke with our representatives in regard to a refund. She advised that all of the information that *** wanted has been forwarded to them. Our representative contacted *** and they asked to transfer to Mr. to them. From June 1, 2019 through August 13, 2019, Expedia received numerous emails from Mr. inquiring on the status of the refund due because of the unacceptable schedule change. Expedia replied to Mr. emails advising we have communicated with *** and they are working on the refund. Expedia emailed *** the refund request on multiple occasions, along with the *** reference number ***. *** replied that we need to contact their Customer Service Department 866-285-8307.
After further review on August 16, 2019, Expedia contacted ***’s Customer Service Department and they advised reference *** is being handled by one of their analyst by the name Anna *** L. They would not confirm a contact number but confirmed that she has been in contact with Mr., via email. They confirmed the email address of Mr. and also confirmed the last email they sent to Mr. email address was on July 15, 2019. They advised they have also communicated with the DOT on August 6, 2019 in regard to the refund and will communicate with Mr. once its processed.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** is the 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.
In addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:
Terms of Use -Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the 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.
Our Terms of Use further provide: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.
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 spoke to the *** Agent yesterday, but I just realized that I am still short $130.69.
I booked the *** hotel with Expedia on Feb 8 for $136.05. The cose of the hotel was $346.33 but I used $210.28 of my Expedia points so that was why I was charged $136.05 instead of $346.33 ($346.33 - $210.28 = $136.05) . See the attached receipt.
So I should only be charged $136.05 for my *** (the price that I agreed to pay for ***).
After I checked in on May 22, *** said there was no water from 10am to 6pm on May 23 (after I would already be checked out). Then they changed their story and told me the water shut down would be from 10pm to 6am 5/22 – 5/23. I said this was not acceptable and called Expedia to have the hotel cancelled and refunded and a new hotel booked (***). Expedia told me the *** would be refunded and cancelled and I booked the *** Hotel on my credit card for $375.33 (they said the Expedia points for $210.28 would be refunded to my Expedia account). Later, the Expedia email team told me there was misinformation and the *** would not be refunded or cancelled and they would only refund me $74 (May 24).
*** then refunded $375.33 and $136.05, but charged me $340.75 because *** provided me the service when I should have only paid the original price of the ***l ($136.05) because my Expedia points of $210.28 are now missing and were never returned from the *** cancellation/refund. So I am short $130.69 ($340.75 - $74 - $136.05) because Expedia will not give me back the Expedia points worth $210.28
Now *** has reversed all the credits and charged me for both hotels.
Expedia.com Response
• Aug 22, 2019
August 22, 2019 Revdex.com Expedia.com – Alaska, Oregon & Western Washington Complaint Department Re: Expedia.com Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia.com 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.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia.com is responding to the consumer complaint from *** (Revdex.com complaint id# ***) regarding a refund request for a hotel reservation. On February 8, 2019, Mr. self-booked a hotel reservation on our site via itinerary ***. Mr. was charged $136.05 which he paid with a credit or debit card and the rest ($210.28) was paid with Expedia reward points. We understand from Mr.’s complaint he was told the entire amount would be refunded. However, Mr. has not been refunded $130.70. Mr. is requesting that he be refunded $130.70. After researching the complaint and reviewing the previous cases I was able to refund $62.05 back to the card that was used for the payment. The rest was refunded as Expedia Reward points in the amount of $68.65. The refund should be available on Mr.’s account within 3-7 business days. The rewards points could take up to two billing cycles to appear on his Expedia account. This refund was processed as a refund to Mr. and in the future we ask that Mr. checks with the hotel or with Expedia if the amount will be refunded before departing the hotel. 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, Daniel A Customer Correspondence Team
Expedia.com Response
• Aug 27, 2019
August 27, 2019 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia.com Case O-*** Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer complaint from ***. Expedia.com, Inc. is again responding to the consumer complaint from Mr. (***) regarding a hotel refund request. On his original complaint Mr. mentioned he was short $130.69. Under disputed amount he wrote an amount of $375.33 which we believe was for the new hotel he booked on his own. We will not be refunding $375.33 or the difference between the new booking and the original booking. A refund was never authorized by the hotel for the original booking at ***n. Expedia provided a refund only as a courtesy. Mr. original booked the *** and paid $136.05 in cash and used $210.28 in reward points for a total of $346.33. Expedia can only refund in cash the amount he paid in cash, which was $136.05. Since Mr. was refunded $74.00 on May 24, 2019, this leaves $62.05 in cash and that was refunded on August 22, 2019. I also refunded Mr. $68.65 worth of Expedia reward points; this is a total of $130.70. In total Mr. has been refunded a total of $204.70. As we mentioned above we are unable to provide any additional refunds that are not authorized by the hotel. During the booking Mr. agrees to abide by the terms and conditions imposed by any supplier with whom she elects to deal with. The Terms of Use that Mr. accepted are provided below. SUPPLIER RULES AND RESTRICTIONS Additional terms and conditions will apply to your reservation and pur*** of travel—related goods and services that you select. Please read these additional terms and conditions carefully. You agree to abide by the terms and conditions of pur*** 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. 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
Customer Response
• Aug 27, 2019
Complaint: ***
I am rejecting this response because:
Expedia phone agents informed me that the ***l cost would be refunded in total (credit card payment and expedia points - a total of $346.33). Expedia should listen to the recorded conversation. Expedia is not abiding to its contract. In addition, it is reasonable to expect running water when one is booking a hotel. Given that Menlo Park was going to have a disruption in water, I was forced to book another hotel (***) at a higher last minute cost.
In summary, I am missing a full refund for the Menlo Park stay. Since I will never be using Expedia again due to it's poor service, the Expedia points are useless.
Hidden Pet fees with booking. If you click two links on email receipt you will find the pet fees buried in the hotel policy. About as hidden as it gets.
I booked a 4 night stay in San Francisco based off of Expedia’s 4 star rating of said hotel. The fees disclosed to me came out to close to $1300, upon arrival we were told there was a $150 nightly deposit fee also, so an extra $600 up front. That was the first issue but we worked it out. It was late, we just wanted to get to our room, once in bed we noticed the blanket was a duvet squished between two top sheets and the duvet itself was absolutely filthy. The whole room was quite disgusting, stains on the carpet, peeling paint in the tub, extremely outdated and not what you expect from a 4 star rating nor what the pictures showed. The construction they had going on was nuts, extremely loud and men walking past our window on the scaffold while dressing, would have been nice to know that was a possibility.. Our stay was cut back a day and we found a hotel that was worth the cost. Upon attempting to contact Expedia, to find out who I should contact about this, I was told because I paid the bill and signed at checkout that it was too bad. I was not asked any details of the complaint, whether or not I had complained to the hotel, nothing! I was just shut down. I was very disappointed in the way Expedia handled this. It seems they care more for the big guys who earn them the most money rather than the consumer.
Expedia.com Response
• Aug 21, 2019
August 21, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. (Revdex.com case number ***) regarding his hotel reservation. We understand
Ms. is requesting a full refund of $928.53, as she is requesting a refund due to poor quality of her room at the property during her stay.
Our records indicate that on January 10, 2019, Ms., or an authorized user of his Expedia account, self-booked a hotel reservation using Expedia’s website, under itinerary ***. Travel at *** for check-in on August 7, 2019 and check-out August 11, 2019.The total cost of the reservation is $1,114.16.
Upon review, on August 11, 2019, Ms. contacted Expedia via email to request for a full refund as she was disappointed with her room during her stay. We contacted the property on Ms.’s behalf in hopes that they would offer a refund, but our request was denied. We encourage our customers to contact our customer service team from the hotel, if the accommodations are not satisfactory upon arrival. This enables us to attempt to find a resolution at that time, rather than after the fact.
Furthermore, when finalizing the reservation on Expedia.com, Ms. agreed to the following Terms of Use:
The carriers, hotels and other suppliers providing travel or other services are independent contractors and not agents or employees of the Expedia Companies. Expedia Companies 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. Expedia Companies 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 have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
In no event shall the Expedia Companies, the Expedia Partners and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special or consequential damages arising out of, or in any way connected with, your access to, display of or use of this Website or with the delay or inability to access, display or use this Website (including, but not limited to, your reliance upon opinions appearing on this Website; any computer viruses, information, software, linked sites, products and services obtaining through this Website; or otherwise arising out of the access to, display of or use of this Website) whether based on a theory of negligence, contract, tort, strict liability, consumer protect protection statutes, or otherwise, and even if the Expedia Companies, the Expedia Partners and/or their respective suppliers have been advised of the possibility of such damages.
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 her refund request. However, we added an $200.00 Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Rate Hotel either as a standalone reservation or in a Vacation Package. The coupon is valid for one year from the date of issue September 30, 2020 and is immediately accessible within Ms.’s account. Please login into your account with your username and password to use the coupon towards the next future 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,
Dez M
Corporate Correspondence Team
Customer Response
• Aug 23, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
On July 16, I booked a stay in an apartment in Florence, Italy. The stay was for 11/23/19 to 12/2/19. I booked this stay on Expedia.com. See form for itin number. The apartment was reserved through Expedia's "trusted partner" ***. I also purchased hotel trip insurance. I was billed $458.21 for down payment on the apartment. This went to ***, per my credit card records. I was billed $81 for trip insurance. This was billed to Expedia, again per my credit card records. On 8/12, the property manager emailed me that the flat would no longer be available on my dates. I replied back to her because her reasoning made no sense and I didn't want to start over looking for a place to stay. She wrote me back again on 8/14 telling me that it was unavailable and that if I wanted to get my $100 deposit back, I had to cancel the reservation. Multiple contacts with *** and Expedia occurred after that. Each of them was a customer service person telling me to just cancel. I couldn't make them understand that a) expedia.com wouldn't LET me cancel the reservation. b) If I tried to cancel on ***.com, it was only going to refund me $100, not the $458.21 I put down. Expedia would tell me to cancel with the property manager. The property manager told me to cancel online. Nobody would acknowledge that they were not returning my down payment.
I have, after multiple contacts, finally resolved the $458.21 from ***.
However, I do not feel that I should have to be out $81 for trip insurance. It does not make sense for me to pay $81 to Expedia for a hotel/flat that Expedia (and their "trusted partner") won't let me stay at. If I had cancelled, it would be different, but this wasn't my choice.
I opened ticket S#69407484 with Expedia on 8/16. I attempted to call again on 8/18. The automated response said it would call me back when an agent was available. It called after 35 minutes and I sat on hold for 27 minutes before giving up.
August 25, 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 coverage. We understand *** is requesting a refund.
Our records indicate on July 15, 2019, ***, or a person authorized for the Expedia account, booked an apartment in Florence Italy for nine nights, for check in on November 23, 2019, via itinerary ***.
On July 16, 2019 Hotel Booking Protection coverage with Travel Guard was purchased for $81.00 via itinerary ***.
We’re sorry to hear that your stay is not being provided as expected. The Hotel Booking Protection coverage has been cancelled. The coverage was refunded in full in the amount of $81.00, on August 25, 2019, to the original form of payment. The refund time frame varies based on the processing time of the credit card company.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I bought 4 round-trip tickets to Lima, Peru October 2018. A couple months later I got an email stating that one of the *** was unable to fulfill the flight according to my itinerary so I was given the option to get a refund. I chose this because Expedia was unable to find another flight to accommodate our original travel arrangements. When I called and requested a refund the customer service agent said it was all put into motion. After not hearing anything or receiving my refund I called back to inquire and was told the refund was unable to go through due to an Expedia agent giving the airline my wrong account information. Since then my husband and I have spent countless hours on the phone with Expedia and have only been given a run around. I reached out one more time with a letter and email to the CEO requesting a refund. I gave the deadline of August 18th before I started filing complaints with outside sources. There has yet to be a refund.
A copy of the letter/email is available upon request as it was too long to copy and past here.
August 27, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding flights. We understand *** is requesting a refund.
Our records indicate on January 12, 2019, ***, or a person authorized for the Expedia account, booked roundtrip flights with China Eastern traveling from Hong Kong, SAR to Vancouver, BC, Canada, departing on August 9, 2019 and returning on August 26, 2019.
We contacted China Eastern to advocate on behalf of our customer. They advised there was a schedule change on the flight from Hong Kong, SAR on August 9, 2019, that the passengers took the flight at the time provided but did not continue travel the remaining travel available.
A waiver was provided for the return flight, but not for the outbound flight that was considered as used. A partial refund will be provided. The refund time frame varies based on the processing time of the airline and the credit card company.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
September 17, 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 ***).
Our records indicate on October 16, 2019, ***, or an authorized user of the Expedia account, self-booked roundtrip flights for four passengers with ***, traveling from Seattle, WA, USA to Lima, Peru, departing on May 8, 2019, and returning on May 17, 2019, via itinerary ***.
You requested a refund due to an airline-initiated schedule change. Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and ***, and is subject to the rules and restrictions of those providers. *** is the validating carrier and merchants 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 ***. We work with the airline in regard to any refund requests that require their authorization.
A refund was processed in the amount of $3,047.12 on September 17, 2019. The refund time frame varies based on the processing time of the credit card company.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I have booked a flight through them for one day needed. The customer service is extremely non existent. I was hung up on. Left on hold for an hour. Transferred to multiple people who either couldn’t assist, or didn’t want to assist. I was trying to be refunded for I flight I cancelled that said full refund if cancelled within 24hours. Everyone I spoke with was rude and not helpful at all!!! If this is the way this company treats consumer’s then we all need to take I’ll business elsewhere. They literally want me to pay for two flights one of which I’m not taking. No one is trying to assist me.
August 26, 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 Ms. *** (Revdex.com case number *** ) regarding a flight reservation.
Our records indicate that on August 15, 2019, Ms. self-booked a one-way, Basic Economy flight reservation on Mr. ***’s account, on Expedia.com, under itinerary ***. Travel was with ***, departing on August 19, 2019, from Baltimore, MD to Huntsville, AL. A Cancellation Plan was purchased with the itinerary. We understand Ms. is requesting a refund of $170.50 for the cancelled flight reservation, claiming that the booking was cancelled within 24 hours.
Expedia welcomes customer feedback in our ongoing effort to improve upon the customer experience. If our customers are using profanity, or make abusive statements, warnings are provided asking them to refrain from it and allow us to assist them. If they continue, we need to disconnect the call. Regrettably Ms.’s call was disconnected and she was advised to call us back when she can allow us to address her concerns in a respectful way.
Furthermore, we can confirm that Expedia did not receive the request for the cancellation of Ms.’s flight reservation. However, our record shows that the purchased Cancellation Plan was cancelled by Ms. via Expedia.com on August 17, 2019.
Expedia reached out to *** to advocate on Ms.’s behalf, requesting approval to cancel the reservation with a full refund. Regrettably, the airlines denied the refund request due to their strict policy of the Basic Economy Fare. The airlines also advised that flights were cancelled directly through them on August 17, 2019.
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. *** 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.
While we regret Ms.’s experience was not as we would have hoped, based on the information provided above, Expedia is unable to honor her refund request, because the funds are not held by Expedia.
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
My boyfriend booked a hotel room for a wedding we are attending in September. Through the process, when the next page on the website loaded, the date of stay reset to the current date and he didn’t realize it and booked the room for that date. He also purchased the travel insurance. As soon as he got the confirmation email, he called to cancel/rebook for the correct dates. The hotel told him he needed to call Expedia since that’s where he booked. When he called, Expedia told him they needed to call the hotel. They put him on hold and upon return told him they were unable to get in touch with the hotel at the time and would get back to him via email within 24 hours. Six days later he got an email saying due to the hotel’s policy on cancellation/modification, the hotel denied the request. However, again, he purchased the travel insurance through Expedia.
August 25, 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 August 8, 2019, ***, or a person authorized for the Expedia account, self-booked a one night hotel stay with ***, ***, for check in on August 8, 2019, as well as Hotel Booking Protection coverage. The total cost of the items purchased was $166.60.
Our customer contacted us to cancel the hotel reservation after the start of travel on August 8, 2019. We contacted the hotel and were not able to speak to a person who could provide the approval needed for the waiver requested that night.
We followed up with the hotel to advocate on behalf of our customer and received a waiver. The hotel reservation was refunded in the amount of $157.60.
The Hotel Booking Protection coverage was nonrefundable at the time of purchase.
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,
Corporate Correspondence Team
1. On 8/16/2019 9:25 PM, I received 50 % discount email from expedia.com.
2. I Reserved rent car ( one day $63.38 Aug19 at 10:30am -Aug 20 at 10:30am ). Confirmation #***
3. But 50 % discount couldn’t applied in web. Realize it's a scam(fraud).
4. I have made phone call 3 person ( No 1.10:22 am *** woman employee of *** / No 2. 10:25 am *** of *** / No 3 10:55 am *** Mark of Expedia , employee number *** ) All of them told me all the money deducted as cancellation fee.
3. I ask them to cancel my reservation and refund full money But failed.
August 23, 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 *** requesting a refund of $63.38.
Our records indicate on August 16, 2019, Mr. or an authorized user of the Expedia account booked a one day rental car with ***, picking up on August 19, 2019 and returning on August 20, 2019 via ***. A confirmation email was emailed to the email address on file, it was first opened on August 17, 2019 and has been reviewed 17 times.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on August 17, 2019, Mr. called in to cancel the car reservation. Our representative advised the reservation was nonrefundable and offered to call *** to inquire but Mr. refused. On August 18, 2019, Mr. called to cancel reservation and wanted to get money back. Our representative advised the reservation was nonrefundable. Our representative called *** and was advised the reservation was cancelled with a refund and the refund will take seven to ten business days for the refund to appear, *** advised they would send Mr. an email.
After further review on August 23, 2019, Expedia reviewed the reservation, the confirmation itinerary and contacted ***. The confirmation itinerary showed the following:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
*** advised that they charged a cancellation fee on August 18, 2019 for $52.87 and issued a refund to the customer for $10.51. As a courtesy *** issued a refund for $52.87 and advised it would appear within seven to ten business days.
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.
In addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:Terms of Use -Supplier Rules
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 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.
Our Terms of Use further provide: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.
Based on the above, *** advised they issued a refund on August 18, 2019 for $10.51, after charging the cancellation fee of $52.87. As a courtesy today August 23, 2019 *** issued a refund for $52.87. *** advised the refund should appear on Mr. card within ten business days.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Tell 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 reserved a car rental. I specified that I would drop off the car in a different location and received my intinerario for $39 totl inlucing "all taxes and fees" refer to image attached. When on my destiation abroad I was being chrhe $132. After aking clarification the rest was "taxes and drop off fee" called amd was told this woukd be taken care of it. Styed longer than 1.5 hours on the phone at the airport abroad and the manager from Expedia in the end COLD transferred me without previous warning to talk to *** rep. In the end I decided to pay all they said as I am in a foreign country. Not Expedia nor *** care
August 23, 2019 Revdex.com Expedia – 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 *** (Revdex.com complaint # ***) regarding a car rental refund request. On August 12, 2019, Mr. self-booked a car rental reservation on our site via itinerary ***. Mr. agreed to book the car reservation for $39.37 and accepted the Rules and Regulations of the car rental company which mentions they charge a fee of $50 if the car is dropped off at a different location. We understand from Mr.’s complaint, he was unaware of the fee and taxes that the rental car company would charge. Upon researching the customer’s complaint, we can confirm that Mr. accepted the Terms of use and Rules and Regulations shown on the itinerary. I have attached a copy of the Terms of Use which Mr. accepted when the booking was made. We have also attached the Rules and Regulations provided by the car rental company. LIABILITY DISCLAIMER The Expedia Companies, the Expedia Partners and their respective suppliers make no representations about the suitability of the information, software, products and services contained on this Website for any purpose, and the inclusion or offering of any products or services on this Website does not constitute any endorsement or recommendation of such products or services by the Expedia Companies or the Expedia Partners. All such information, software products, and services are provided “as is” without warranty of any kind. The Expedia Companies, the Expedia Partners and their respective suppliers disclaim all warranties and conditions that this Website, its servers or any email sent from the Expedia Companies, the Expedia Partners and/or their respective suppliers are free of viruses or other harmful components. The Expedia Companies, the Expedia Partners and their respective suppliers hereby disclaim all warranties and conditions with regard to this information, software, products and services, including all implied warranties and conditions of merchantability, fitness for a particular response, title and non-infringement. 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. In no event shall the Expedia Companies, the Expedia Partners and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special or consequential damages arising out of, or in any way connected with, your access to, display of or use of this Website or with the delay or inability to access, display or use this Website (including, but not limited to, your reliance upon opinions appearing on this Website; any computer viruses, information, software, linked sites, products and services obtaining through this Website; or otherwise arising out of the access to, display of or use of this Website) whether based on a theory of negligence, contract, tort, strict liability, consumer protection statutes, or otherwise, and even if the Expedia Companies, the Expedia Partners and/or their respective suppliers have been advised of the possibility of such damages. RULES AND REGULATIONS DROPOFF CHARGES One way Rentals: A one-way rental is a rental which starts at one location and terminates at another. One-way charges will apply to rentals from 1 to 5 days. Rentals up to 6 day or more will not pay one-way fees. One-way amount USD$50.00. Since the customer used the reservation, accepted the Terms of Use and accepted the rules and regulations of the car rental company there will be no refund provided. In the future the customer may request to cancel the car rental if he does not agree with the rental price provided at the vendors counter. He may also contact Expedia immediately if possible to check prices with a different rental company. We do regret any inconvenience Mr. has encountered in resolving this matter. If the customer needs further assistance he may contact Expedia customer support at 1-800-397-3342. Sincerely, Daniel A Customer Correspondence Team
Complaint: ***
I am rejecting this response because:
Sincerely,
I hve reviewed ll the terms and conditions several times and do NOT see the clausule. Instead I DO see where it does specify that I will drop it in a different location. It is the same over and over.
I purchased a round trip ticket through Expedia from *** airport to Orlando Florida. Due to a traffic accident on an already traffic jam on the *** my child and I were unable to make our flight. I called Expedia to see if they can credit me my funds and reschedule my flight only for them to tell me they can’t because *** wouldn’t allow it and I called *** only for them to tell me it’s up to Expedia for my funds to be returned and I must reschedule through them as well.
Tell us why here...Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding her flight reservation. We understand
Ms. is requesting a refund of the one-way flight she had to purchase totaling $380.00, as she missed her departure flight due to a traffic accident.
Our records indicate that on July 26, 2019, Ms., or an authorized user of her Expedia account, self-booked a flight reservation using Expedia’s
website, under itinerary *** with ***. Traveling from New York, NY to Orlando, FL on August 16, 2019 and returning on August 24,
2019. The customer added Travel Protection Cancellation Plan, total cost of the reservation is $230.60.
Upon review, on August 16, 2019, Ms. contacted Expedia requesting an exchange for her departure flight as she was not going to make it due to a
traffic accident on the freeway. We verified that *** allowed her to exchange the flight with their next availability which was on August 17, 2019 without
any penalties, however she did not accept the offer. The airlines would not allow a refund due to the policy of her ticket which is a Basic Economy Fare. At
the time of booking, we have verified that the following flight mandated ticket policy was provided and accepted by Ms.. The following terms were
displayed during the booking process:
*** BASIC ECONOMY FARE RESTRICTIONS
Restrictions include:
· Cancellations and changes are not permitted.
· You may travel with a personal item that fits under the seat in front of you,
· You can bring a full-sized carry-on bag on board
· No seat selection
· The ticket is nonrefundable after 24 hours
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and the airlines, and is subject to the rules and
restrictions of those providers. *** 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.
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 her refund request.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this
matter, please feel free to contact us.
Sincerely,
Dez M
Corporate Correspondence Team
I've booked a car rental through Expedia. On the day of reserving the vehicle, I purchased the collision damage plan, which I have paid on the same day of reservation in the amount of $176. This charge was independent from my vehicle reservation, which cost $601.51. These two transactions were paid separately from one another.
On top of charges listed above, the company still charged me extra $114.60, even though the vehicle was returned in perfect condition and on time. I am disputing this over-charge and I've requested Expedia to reimburse me for it, since I entered into contract with them, not ***.
I contacted Expedia and they advised me that I need to address this directly with *** (located in Germany). I disagree - they should be resolving this, since my terms of contract were with Expedia, not ***. They should reimburse me and they can deal with *** to recover unauthorized charge on their behalf.
August 22, 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 *** requesting a refund of $114.60.
Our records indicate on July 16, 2019, Mr. or an authorized user of the Expedia account booked a 15 day rental car with *** Car Rental, picking up on July 22, 2019 and returning on August 6, 2019, along with Travel Protection Collision via ***.
Upon receipt of Mr.’s complaint, we investigated the issues which were brought to our attention. We can confirm on July 16, 2019, Mr. called in asking to change the pick-up location to ***. Our representative called the car rental company and spoke with a representative who advised there would be 650EURO charge to change the reservation. Mr. was advised about a charge to change the reservation and he elected to leave the reservation as is. On August 10, 2019, Mr. emailed Expedia advising he was charged $716.00, but the rental car cost shows $601.51. He is requesting the difference of $114.60 back as a refund. Expedia responded to the emails and eventually directed Mr. to contact ***. He declined stating he wanted Expedia to reimburse him.
After further review on August 21, 2019, Expedia contacted *** and they advised the rental was $682.66 (which included a border fee and road tax equal to 54.00EUR), they emailed Expedia a copy of the rental agreement receipt. The rental car reservation was booked $601.51. Per *** receipt the rental was 439.86EUR subtotal plus 93.83EUR (VAT) equals 533.69EUR multiplied by 1.1615928 (exchange rate) equals $619.93 less $601.51 equals $18.42. A refund for $18.42 has been issued to the card that was originally charged. The refund will appear on the card that was originally charge in three to seven business days.
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.
In addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:
Terms of Use -Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the 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.
Our Terms of Use further provide: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.
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 have a charge of the *** made vía Expedia. I do remember looking for hotels but don’t remember actually making the reservation. Now let’s say I did and can’t remember (as per Expedia I provided my card info). I was looking from Wednesday August 15, but plans changes so I made one for Wed 7, for this one I did receive an email confirmation and in fact cancelled it the next day and made one for the correct date and also got an email.
Today I see an email from a Expedia asking me to rate the *** in Queens and looked into my account and have a charge of US$116.39. I called the hotel but they told me to Contact Expedia and so I did. I spoke with an agent then she passed me to her supervisor and after few minutes waiting for the investigation, was told that I did the reservation and that an email that I never open was sent.
Since I worked on an online agency before, asked the supervisor to provide me the screenshot page of where it shows that the email
Was sent to me and the time and also if I opened it or not, because if I booked accidentally and had receive an email , would have cancel
It right away. The supervisor told me that due to legal matters they can’t do that, but as I told him, is my information that I am asking for them to prove me the email was sent and I didn’t open it, it’s the only way they can prove me that I am wrong but he refused and say they can’t do that.
So as I told him, Expedia is expecting me to go by their word, they said they sent the email and I have to say yes? They didn’t, therefore, I couldn’t cancel a reservation I didn’t remember making, needless to say I did not stay at the hotel.
August 23, 2019 Revdex.com Expedia – 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 action from you. Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a hotel reservation refund request. On August 1, 2019, Ms. self-booked a Pay-Later hotel reservation for one night on our website and paid a total of $126.39. The check-in date was set for August 14, 2019. A Pay-Later hotel booking is a reservation in which the hotel charges the customer directly. Depending on their policy the hotel may charge on the check-in date. We understand from Ms.’s complaint, she claims she did not receive her email confirmation of her itinerary. Ms. is requesting a full refund because she claims she was unaware that she had booked the reservation, and also claims she never received an email confirmation. Upon researching the customer’s complaint, I was able to listen to the customers call recordings which she made to Expedia on August 15, 2019. Ms. speaks to an Expedia supervisor. The Expedia supervisor is then able to reach a corporate office agent in order to review Ms.’s session on our site which as I mentioned was made August 1, 2019. The corporate agent confirms that during the booking session Ms. selected the hotel, check-in date and entered her credit card information. Ms. is provided the information by the supervisor and she requests that she be provided a screenshot of the session. Ms. is advised by the supervisor that we are unable to send her a screenshot. Ms. mentions she previously worked for *** and dealt with Revdex.com and ***. (***) complaints and that they were able to send screenshots to customers in order to remind customers they had made a reservation. We would like to inform Ms. that in fact Expedia is unable to provide such screenshot as it is considered as Expedia property. These will not be provided to customers, unless through legal action. Ms. goes on to mention she will file a Revdex.com complaint and a complaint through ***. We must also mention that Expedia customers can check on their account, under My Trips, and they will be shown the information regarding a booking. When Ms. booked a second itinerary Expedia showed this itinerary under her My Trips section. Our goal is to provide an exceptional customer experience and we ask that customers are extremely careful when selecting the dates and review the email confirmation after booking as this mentions the date and time the reservation is in penalty. We do regret any inconvenience Ms. has encountered in resolving this matter. Based on the information provided above, Expedia will not provide a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Daniel A Corporate Correspondence Team
They sent an email of this reservation while I was filing the complaint t with them, an email was never sent before to me, had they sent it, I would have cancel the reservation. And yes, I clearly did tell the supervisor I was going to complaint to the Revdex.com because I learned that customers have rights while working in another online agency, so do t use that as defense.
Expedia won’t provide the email not because is a legal matter, but because they NEVER sent it and they know it, an email previously “sent”to a customer is not a legal matter, I am requesting something that supposedly was sent to me not to someone else.
Had they sent me an email, I would have noticed I completed that reservation and would have canceled it, but on the reply to my complaint, the person who responded to it forgot to say I also mentioned that in the call, that if Expedia had send me that email (they didn’t reason why I didn’t even know that reservation was completed), I would have cancelled it.
Making it clear, the hotel confirmation email was sent while I was complaining on the phone, was this mentioned on the reply?
They can’t prove they are right... reason why I want a refund of a hotel I didn’t know I had a reservation.
regards.
***
Complaint: ***
I am rejecting this response because:
Sincerely
I reserved a stay in *** Nj, pay everything and did my check in, 10 minutes after I did my check in I was called to the front desk and was told that my card was decline. Check my app and everything looked good. I was told that the card that was decline was the one that Expedia uses to pay the hotel, (A virtual ***, I paid my stay with an *** Express direct to Expedia, no the hotel) . Called Expedia and explained the situation, told them isn't my fault, this is not my credit card, your card got declined not mine. They call the hotel couldn't get a hold on the person in charge, after I while I decided to leave the hotel, I was not going to pay again for this reservation. Told Expedia on the phone that I was gonna leave the hotel and that I want my money back, they say that they first need to talk to the hotel, the hotel told me that I don't have any reservation because the card was decline twice (the virtual one) so I left. Now they are saying that they cannot refund me the money because it was non-refundable.
August 23, 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 *** requesting a refund of $53.00.
Our records indicate on August 13, 2019, Mr. or an authorized user of the Expedia account purchased a one night hotel reservation at the ***, checking in on August 13, 2019 and checking out on August 14, 2019 via ***.
Upon receipt of Mr.’s complaint, we investigated the issues which were brought to our attention. We can confirm on August 15, 2019, Mr. called to cancel the reservation because the front desk had a problem charging his card. His card was declined and they cancelled the reservation. Our representative offered to call the hotel and to verify any options, the hotel was unavailable. The *** denied refunding the reservation. Expedia emailed Mr. that the *** denied authorizing us to issue a refund for the reservation since it was non-refundable.
After further review on August 23, 2019, Expedia was able to review the reservation and the confirmation itinerary. The reservation and confirmation list that the hotel would collect additional hotel fees, the fees and deposits were applicable only if they were not included in the room selected rate – 3.0 percent city/local tax will be charged. The statement appeared as follows:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
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.
In addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:Terms of Use -Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the 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.
Our Terms of Use further provide: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.
Based on the above, Expedia is not able to honor the request for refund. The *** was unable to charge the card that was presented to them at the time of check in and has denied refunding Mr. for the non-refundable reservation. 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:
Your records are wrong, “Mr. called to cancel the reservation because the front desk had a problem charging his card. His card was declined and they cancelled the reservation.” This sentence is wrong, the front desk didn’t have any problem charging MY CARD, the front desk had a problem charging the VIRTUAL CARD provided by EXPEDIA a ***. MY card is an ***. I don’t know and don’t care how EXPEDIA pay the hotels, the front desk told that the virtual card was declined. That virtual card is from EXPEDIA! EXPEDIA!
“Based on the above, Expedia is not able to honor the request for refund. The *** was unable to charge the card that was presented to them at the time of check in and has denied refunding Mr. for the non-refundable reservation.” This statement is wrong and misleading. Atlantic Inn was unable to charge the card that was presented to them by EXPEDIA not ***. *** pay EXPEDIA with an ***, Expedia pays the hotel with a ***, the *** was DECLINED. Now EXPEDIA wants *** to pay for their mistake.
Sincerely
I bought air and lodging from Expedia. I asked for a confirmation by email and got an email with only an itinerary number, my flight information and the name, address, check in information on the lodging. There were no indications of pricing.
On checking out of the motel, I asked for a receipt. The receipt itemized the room charge, taxes and several other fees; the total was $380.87.
On returning home, I checked my *** charges; Expedia was paid $467.82. The air was paid directly to the airline. I contacted Expedia by phone and asked for an itemization of the $467.82. I was told $437.82 was the room charge and $30 was the parking charge. I was aware of the $30 parking fee, but the room charge was higher than on my receipt from ***, the motel I stayed at. I scanned the *** receipt to Expedia. A few hours later, I got an email reply that the receipt I got listed Expedia's retail price and so Expedia will not process a refund.
I am filing this complaint because I believe Expedia is not communicating with me in good faith. I question that my receipt from *** is a wholesale price; I have never had a receipt as a retail customer that gave me a wholesale price.
My stay at *** was 8/6/19 to 8/9/19. The email from Expedia is dated 8/14/19.
I would like to provide a copy of my *** receipt and the Expedia email reply to me. I will be happy to answer any questions from the Bureau.
Thank you for processing this complaint.
August 23, 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 *** requesting a refund of $86.95.
Our records indicate on July 1, 2019, Ms. or an authorized user of the Expedia account booked a roundtrip flight departing on August 6, 2019 from San Francisco, CA to San Diego, CA and returning on August 9, 2019; along with a three night hotel reservation at the *** by *** with the Vacation Waiver via ***. A confirmation email was emailed to the email address on file, it has not been opened or reviewed.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on August 14, 2019, Ms. called in regarding her billing details. She wanted a detailed breakdown of prices on her reservation. The call was escalated and another representative took over the call. Ms. is asking for a refund based on the price difference; she advised that Expedia charged her more than the hotel receipt showed. Ms. advised that the hotel gave her a receipt for $380.82. Our representative advised that we would review and if there is a need to refund we will process it but it is all subject for review and approval. Expedia emailed Ms. advising. “it is possible that receipt is really the price that we paid the hotel. Since we get blocks of hotel rooms we are able to get them at lower prices than the average consumer. We pre-negotiate certain room rates with hotel suppliers to facilitate the booking of reservations on your behalf. The room rate displayed on the website is a combination of the pre-negotiated room rate for rooms reserved and the facilitation fee retained by the property to compensate us for our services.”
After further review on August 23, 2019, Expedia reviewed the reservation, the confirmation itinerary and the notes on the account. Ms. was charged the price that she agreed to when she created the reservation. There is no refund due from Expedia since the hotel issued an incorrect receipt showing a different rate.
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. Alaska Airlines 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 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 his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:Terms of Use -Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the 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.
Our Terms of Use further provide: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.
Based on the above Expedia is not able to honor the request for refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Tell us why here...
Complaint: ***
I am rejecting this response because:
Expedia replied that I had agreed to the price for my stay at ***, San Diego. However, in my complaint, I stated that I was then and still remain without any written documentation of the hotel fee.
The only documentation of my hotel/air bundle with Expedia came only after a phone inquiry whether my phone reservations had been confirmed; I made this request several days after I provided my credit card information to pay for the bundle. After my phone request, I did get an email confirmation of the hotel/air reservation, but without any prices included.
It was because I needed some documentation of the hotel charges, I asked *** for a receipt of charges when I checked out. As I stated in my complaint, the *** charge was considerably less than what Expedia charged my credit card.
So I do not understand how Expedia can deny my claim based on my agreement to the terms of the contract when Expedia failed to provide documentation in their only email communication to me. The point is, I only found out the hotel charge based on my credit card statement.
Sincerely
Made a Flight reservation with Expedia in Feb 2019. Checked on the Itinerary several times...all ok. Checked on the itinerary August 14th was informed the itinerary had been cancelled. The flight was with *** for August 16th with a return flight August 24th. *** did not change the flight, I did not cancel it and according to Expedia Customer service they did not cancel it either. I had bought Travel Protection thru Expedia so I asked them for a refund of my $230.60. I have called them 3 times, been put on hold for way too long each time, have been transferred to several of their departments and have been given more phone numbers to call. So far I have gotten no closer to getting this issue resolved.
August 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 (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding her flight reservation. We understand
Ms. is requesting a full refund of $230.60, as she did not request to cancel her flight.
Our records indicate that on February 9, 2019, Ms. ***, or an authorized user of her Expedia account, self-booked a flight reservation using Expedia’s website, under itinerary ***
with ***. Traveling from Phoenix, AZ to Albuquerque, NM on August 16, 2019 and returning on August 24, 2019. The customer added Travel Protection Cancellation Plan, total cost of the
reservation is $230.60.
Upon review, on August 14, 2019, Ms. contacted Expedia to request for a full refund as she did not request to cancel. We verified that on the day she completed her reservation online, Ms.
*** incurred a site error and tickets were never issued due to invalid form of payment. As per Expedia policy, 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.
Furthermore, when finalizing the reservation on Expedia.com, Ms. agreed to the following Terms of Use:
The carriers, hotels and other suppliers providing travel or other services are independent contractors and not agents or employees of the Expedia Companies. Expedia Companies 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. Expedia Companies 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 have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
In no event shall the Expedia Companies, the Expedia Partners and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special or consequential damages arising out of, or in any way connected with, your access to, display of or use of this Website or with the delay or inability to access, display or use this Website (including, but not limited to, your reliance upon opinions appearing on this Website; any computer viruses, information, software, linked sites, products and services obtaining through this Website; or otherwise arising out of the access to, display of or use of this Website) whether based on a theory of negligence, contract, tort, strict liability, consumer protect protection statutes, or otherwise, and even if the Expedia Companies, the Expedia Partners and/or their respective suppliers have been advised of the possibility of such damages.
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 her refund request. However, we have processed a
refund for her Travel Protection Plan that she added with her flight totaled $19.00 as she did not use her reservation. If the customer was charged for her flights, please have her submit a bank statement
showing the charge for further review, as it was only an authorization that released within three to five business days.
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
Upon reviewing my bank statements Expedia is correct there was an error in the transmission and I was not charged for the flights.
Thank you for your help in this matter!
My wife booked a very convoluted ticket on Expedia. Unfortunately, it was "non cancellable", so I have 2 issues: First, Expedia should not present airline connections WAY OUT of the travel path on multiple airiines as a default option. Secondly, when I asked to change it , expedia claimed to be only following airline policy and could not refund any of the money. This is taking money without providing service, so I consider it fraudulent business practice.
August 22, 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 *** requesting a refund of $750.00.
Our records indicate on May 11, 2019, Mrs. *** or an authorized user of the Expedia account booked two round trip flights, departing August 17, 2019, from Boston, MA, USA to Inverness, Scotland, UK and returning on August 25, 2019. The reservation also included a seven-night hotel stay at the ***; via itinerary ***. A confirmation itinerary was emailed to the email address on file; it was first opened on May 11, 2019, and reviewed 22 times.
Upon receipt of Mr. *** complaint, we investigated the issues which were brought to our attention. We can confirm on August 14, 2019, Mrs. called in to cancel the reservation for ***. Our representative advised that the ticket was non-refundable and that there was no future credit, however changes were permitted with $275.00 change fee. Mrs. asked for a supervisor. A supervisor took over the call and advised the ticket was non-refundable and non-changeable since the base fare was lower than the $275.00 change fee. Mrs. agreed to leave the reservation as is. No changes were made to the reservation.
After further review on August 22, 2019, Expedia verified the rules of ***; the tickets were non-refundable and there was a $275.00 change fee. *** rules state that reservations cancelled prior to the ticketed departure time retains the ticket value for future travel within the ticket validity and change fee applies. If the reservation is not cancelled prior to the ticketed departure time rebooking is not permitted and ticket has no value. Expedia was able to verify the confirmation itinerary list the airlines rules and regulations of the ticket.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** is the 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.
In addition, at the time of completing his booking on our website, Mrs. 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.
Our Terms of Use further provide: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.
Based on the above Expedia is not able to honor the request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Tell us why here...
Expedia bought *** and left many gift certificate holders with gift certificates that would not work anywhere as well no properties that would honor the gift certificates. I am holding $600 worth of these gift certificates that were never supposed to expire and have lodged complaints against the original company and have lodge a complaint with the FTC against expedia and the debt and responsibilities it owed from the purchase of *** and the customers that bought the cards from ***, *** and a number a well known chains.
August 22, 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 *** requesting either for her gift certificates to be honored or a refund in the amount that is on the certificates.
Please use the hyperlink for the Redemption Request for the *** form:
https://www.***/***If the site is not currently available, please check back later. There have been some intermittent issues resulting from heavy traffic on the webform and we apologize.Please enter the order and certificate number along with your contact information and our Billing Department will reach out with next steps regarding the refund. Again, we are sorry for any delay or inconvenience and appreciate your patience. 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
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I made on online hotel reservation to be used for 07/1919-07/21/19 via Expedia. This place is a total fraud as this provides false information. They don't state the inside problem of this hotel. When I clicked on *** this asked me if I wanted a condominium or a basic room. I then click on a basic room with two beds. I decided to click on the basic room and added two adults and two children's information. This then showed me a picture of two beds in a room and nothing else. I figure okay, I will go with that room which it offered breakfast included for all parties. Upon my arrival ad checked in, we went to the room and noticed that the room had no air, no TV, and no Wifi. Then we noticed there was no towels and advised the front desk, the room had a strong odor that gave us all a headache during our entire stay, we saw a few roaches and mildew on the walls. We had to sleep with the windows open to allow the strong odor to go away, but this still didn't work. We then went and complaint and asked the manager to switch us to a room at the tower and told them I was willing to pay the difference and they said they didn't have any more rooms available and denied our request. We then went back to the room as it got darker we noticed that there was only one light functioning, the inside of the blankets had holes as if bugs bit through them. I took pictures of the blankets and covers. I took pictures of the light that only one was working and were relying on the light from the bathroom too. It was very uncomfortable staying at this place and was impossible to find a room elsewhere. We asked for the breakfast passes and were told that they could only gives 1x/adult and none for the children which that was not said to us when we booked & did not give us what was promised. The representation/condition of this hotel was never described other than no TV, no Wifi, no air conditioner. Pictures of the blankets and room provided to Expedia.
August 21, 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 *** requesting a refund of $244.15.
Our records indicate on July 18, 2019, Mr. or an authorized user of the Expedia account booked a two night stay at the ***, checking in on July 19, 2019 and checking out on July 21, 2019 via ***.
Upon receipt of Mr.’s complaint, we investigated the issues which were brought to our attention. We can confirm on July 22, 2019, Mr. emailed the following to Expedia, “Per my conversation with your customer service representative by the name Mike, he asked that we submit any pictures. Attached are the pictures of dirty bed cover/blankets. The third picture is the under blanket with holes as if there some type of bugs who made bites. I also need to add that only one light was working. The fifth picture shows that the light didn’t work and in that wall it looks like there was a TV before. The second and fourth picture are the same, there were two of the lamps by the bed only one was working. We had to relied on the light coming from the bathroom to have more brightness”. Expedia responded advising we are still in the process of contacting the hotel and should respond within 72 hours. On July 23, 2019, our representative called the hotel and due to a bad signal the hotel agent could not heard. The representative called the hotel for the second time and the call went unanswered. On July 24, 2019, Mr. called in and advised he had a bad experience during his stay with cleanliness and safety. Our representative offered to call the hotel and verify the situation and to request a refund. The hotel answered the phone, placed the call on hold and never came back to the line. Our representative sent an email to the hotel advising of Mr. complaint and requested a refund. From July 24, 2019 through August 6, 2019, numerous emails were received from Mr. about his stay at the hotel. Expedia responded, advising we were trying to communicate with the hotel to get their authorization for a refund. Expedia has not received a response from the hotel.
After further investigation on August 21, 2019, Expedia reviewed the reservation, the emails and documentation on the account. Based on the complaint and no response from the hotel about issuing a refund; Expedia issued a $200.00 voucher to Mr. Expedia account as a courtesy. The voucher is valid for a ‘pay now hotel reservation” or a “pay now hotel reservation and flight”. The voucher is valid for a one time use until September 30, 2020.
Expedia serves as a third-party intermediary, 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 his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:
Terms of Use -Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the 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.
Our Terms of Use further provide: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.
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...
On or around Jan 9 2019 I purchased 2 tickets through expedia.
My itinerary # ***. I was supposed to fly on *** on
July 23rd at 10:22pm with my partner to LA where we were going to catch flight *** that departed on July 24th depart 8:10. To make sure everything went ok I purchased the optionally insurance policy number is: ***. About a week before my flight I called to let them know about a medical issue and requested a refund. I was put on hold for over an hour then a manager or someone claiming to be one told me that a refund wouldn't be possible and hung up on me. I repeatedly tried to keep calling back for a refund with the same result each time..
August 21, 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 time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding his flight reservation. We understand Mr. is requesting a full refund of $396.60, as he is requesting a refund due to medical reasons. Our records indicate that on January 10, 2019, Mr., or an authorized user of his Expedia account, self-booked a one-way flight reservation using Expedia’s website, under itinerary ***. Travel departing on *** from Lihue, HI, to San Diego, CA, on July 24, 2019.The total cost of the reservation $396.60 with added Travel Flight Protection Plan for two passengers.Upon review, on July 20, 2019, Mr. contacted Expedia requesting to cancel his reservation because his pregnant wife was unable to travel. We verified that *** does allow a refund or change on a non-refundable flight for death circumstances or if the flight allows a 24 hour “free cancellation” policy upon booking. However, with his added Flight Protection Plan, the customer has to contact Travel Guard at 1-800-826-5248 or https://mvp.travelguard.com/ and file a claim through Travel Guard with his policy number ***. Please note that his refund request is subject to the review and approval of Travel Guard not Expedia.Therefore, we have verified that the following flight mandated ticket policy was provided and accepted at time of booking, and the terms of coverage for the insurance through Travel Guard were provided prior to purchasing the plan.
The following flight terms were displayed during the booking process and the email confirmation: *** BASIC ECONOMY FARE RULES• Airline assigns your seats (groups and families may not sit together).• Cancellations and changes are not allowed• Bring a carry-on bag• Pay to check your bags• Bring a personal item In addition, at the time of completing the booking on our website, he agreed to our Terms of Use, which expressly provide: 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. While we regret the customer’s, experience was not as we would have hoped, based on the information provided above we are unable to honor his refund request. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez MCorporate Correspondence Team
Tell us why here...
Complaint: ***
I am rejecting this response because:
Sincerely,
***
This isn't acceptable. Your company needs to take more accountability for this situation. I payed your company not travelguard. Please fix this situation and also return what I payed for travel insurance
I purchased 5 airline tickets from *** on expedia website in February 2019 for travel dates December 2019.
I got an email from expedia on May 26, 2019 saying that the airlines for the trip back from Mexico made a schedule change. I immediately called expedia. The airlines (***) changed the flight from direct to connecting flights in Mexico City. The expedia agent who spoke with me that day said that I can accept the change or decline the change and get refunded. I asked for a refund and declined the change.
During that time, I purchased a different return ticket from another airlines and charged over $1400, because the expedia agent said refunds will be processed fast and gave me instructions on how to contact *** by email and the information I need to supply to get the refunds.
Nothing happened. When no refunds were processed, I kept calling the airlines and expedia. The airline kept me on hold for 3 hours daily, and gave the same information “ we are processing your request.”
I was hoping that, as a travel agent, expedia would advocate and help me get the refund. I had acted on the advice of the agent who spoke with me on May 26, and bought another ticket.
I called and emailed expedia several times after that explaining to them that *** has been lying to me. I was hoping they would advocate for me to get the refund. Every response from them has been “the airlines is processing your refund”. Well it is almost Mid-August and I keep getting the same response. *** has not reimbursed me and they keep saying “ we are processing your refund.”
I understand that airlines schedule is NOT under expedia control but have detailed how the airlines has been lying to me, hoping they can push the airlines to process my request. Expedia keeps selling *** tickets knowing their lack of respect for their customers. I have spent endless hours fighting to get back a little over $1000 and as a travel agent I expect expedia to help me get my refund
August 16, 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 *** requesting a refund of $1019.10.
Our records indicate on February 21, 2019, Mr. or an authorized user of the Expedia account purchased five combined one-way flights departing on ***, December 19, 2019 from New York, NY to Cancun, Quintana Roo, Mexico and returning on *** Airline, December 27, 2109 from Cancun, Quintana Roo, Mexico to New York, NY; via 7414258490163.
Upon receipt of Mr.’s complaint, we investigated the issues which were brought to our attention. We can confirm on February 23, 2019, Mr. *** called in and he was advised of *** cancellation policy, He declined making any changes and left the reservation as it was. Our representative referred Mr. to *** for seat assignments. On June 5, 2019, Mr. was not okay with the retro protection and wanted to cancel the flight and get a full refund. The call was disconnected, our representative called Mr. back and he advised another agent to call him back and would continue with that agent. No changes made to the reservation based on ending the call. Later that day Ms. called in to follow up on the refund. Our representative reviewed the record and verified an airline schedule change had been initiated by *** on the return flight. Mr. has called several times and is upset since *** has been asking for documents that he cannot provide. Ms. was able to speak with in *** but says her call was disconnected. Our representative advised Mr. that we needed to contact *** to follow up and confirm the refund process. Our representative called *** and spoke with several agents, they advised to transfer Ms. to them. Our representative transferred Ms. to *** and issued a $200 coupon to the Expedia account, due to poor service from vendor. Our representative called Ms. back and she advised she was given a reference number *** for the refund. Our representative advised her to follow instructions given by ***. From June 10, 2019 through July 26, 2019 - Ms. called in numerous times to get an update on the refund request due to the airline schedule change. She spoke with our representatives in regard to a refund. She advised that all of the information that *** wanted has been forwarded to them. Our representative contacted *** and they asked to transfer to Mr. to them. From June 1, 2019 through August 13, 2019, Expedia received numerous emails from Mr. inquiring on the status of the refund due because of the unacceptable schedule change. Expedia replied to Mr. emails advising we have communicated with *** and they are working on the refund. Expedia emailed *** the refund request on multiple occasions, along with the *** reference number ***. *** replied that we need to contact their Customer Service Department 866-285-8307.
After further review on August 16, 2019, Expedia contacted ***’s Customer Service Department and they advised reference *** is being handled by one of their analyst by the name Anna *** L. They would not confirm a contact number but confirmed that she has been in contact with Mr., via email. They confirmed the email address of Mr. and also confirmed the last email they sent to Mr. email address was on July 15, 2019. They advised they have also communicated with the DOT on August 6, 2019 in regard to the refund and will communicate with Mr. once its processed.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** is the 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.
In addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:
Terms of Use -Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the 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.
Our Terms of Use further provide: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.
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 spoke to the *** Agent yesterday, but I just realized that I am still short $130.69.
I booked the *** hotel with Expedia on Feb 8 for $136.05. The cose of the hotel was $346.33 but I used $210.28 of my Expedia points so that was why I was charged $136.05 instead of $346.33 ($346.33 - $210.28 = $136.05) . See the attached receipt.
So I should only be charged $136.05 for my *** (the price that I agreed to pay for ***).
After I checked in on May 22, *** said there was no water from 10am to 6pm on May 23 (after I would already be checked out). Then they changed their story and told me the water shut down would be from 10pm to 6am 5/22 – 5/23. I said this was not acceptable and called Expedia to have the hotel cancelled and refunded and a new hotel booked (***). Expedia told me the *** would be refunded and cancelled and I booked the *** Hotel on my credit card for $375.33 (they said the Expedia points for $210.28 would be refunded to my Expedia account). Later, the Expedia email team told me there was misinformation and the *** would not be refunded or cancelled and they would only refund me $74 (May 24).
*** then refunded $375.33 and $136.05, but charged me $340.75 because *** provided me the service when I should have only paid the original price of the ***l ($136.05) because my Expedia points of $210.28 are now missing and were never returned from the *** cancellation/refund. So I am short $130.69 ($340.75 - $74 - $136.05) because Expedia will not give me back the Expedia points worth $210.28
Now *** has reversed all the credits and charged me for both hotels.
August 22, 2019 Revdex.com Expedia.com – Alaska, Oregon & Western Washington Complaint Department Re: Expedia.com Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia.com 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.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia.com is responding to the consumer complaint from *** (Revdex.com complaint id# ***) regarding a refund request for a hotel reservation. On February 8, 2019, Mr. self-booked a hotel reservation on our site via itinerary ***. Mr. was charged $136.05 which he paid with a credit or debit card and the rest ($210.28) was paid with Expedia reward points. We understand from Mr.’s complaint he was told the entire amount would be refunded. However, Mr. has not been refunded $130.70. Mr. is requesting that he be refunded $130.70. After researching the complaint and reviewing the previous cases I was able to refund $62.05 back to the card that was used for the payment. The rest was refunded as Expedia Reward points in the amount of $68.65. The refund should be available on Mr.’s account within 3-7 business days. The rewards points could take up to two billing cycles to appear on his Expedia account. This refund was processed as a refund to Mr. and in the future we ask that Mr. checks with the hotel or with Expedia if the amount will be refunded before departing the hotel. 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, Daniel A Customer Correspondence Team
August 27, 2019 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia.com Case O-*** Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer complaint from ***. Expedia.com, Inc. is again responding to the consumer complaint from Mr. (***) regarding a hotel refund request. On his original complaint Mr. mentioned he was short $130.69. Under disputed amount he wrote an amount of $375.33 which we believe was for the new hotel he booked on his own. We will not be refunding $375.33 or the difference between the new booking and the original booking. A refund was never authorized by the hotel for the original booking at ***n. Expedia provided a refund only as a courtesy. Mr. original booked the *** and paid $136.05 in cash and used $210.28 in reward points for a total of $346.33. Expedia can only refund in cash the amount he paid in cash, which was $136.05. Since Mr. was refunded $74.00 on May 24, 2019, this leaves $62.05 in cash and that was refunded on August 22, 2019. I also refunded Mr. $68.65 worth of Expedia reward points; this is a total of $130.70. In total Mr. has been refunded a total of $204.70. As we mentioned above we are unable to provide any additional refunds that are not authorized by the hotel. During the booking Mr. agrees to abide by the terms and conditions imposed by any supplier with whom she elects to deal with. The Terms of Use that Mr. accepted are provided below. SUPPLIER RULES AND RESTRICTIONS Additional terms and conditions will apply to your reservation and pur*** of travel—related goods and services that you select. Please read these additional terms and conditions carefully. You agree to abide by the terms and conditions of pur*** 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. 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
Complaint: ***
I am rejecting this response because:
Expedia phone agents informed me that the ***l cost would be refunded in total (credit card payment and expedia points - a total of $346.33). Expedia should listen to the recorded conversation. Expedia is not abiding to its contract. In addition, it is reasonable to expect running water when one is booking a hotel. Given that Menlo Park was going to have a disruption in water, I was forced to book another hotel (***) at a higher last minute cost.
In summary, I am missing a full refund for the Menlo Park stay. Since I will never be using Expedia again due to it's poor service, the Expedia points are useless.
Hidden Pet fees with booking. If you click two links on email receipt you will find the pet fees buried in the hotel policy. About as hidden as it gets.
I booked a 4 night stay in San Francisco based off of Expedia’s 4 star rating of said hotel. The fees disclosed to me came out to close to $1300, upon arrival we were told there was a $150 nightly deposit fee also, so an extra $600 up front. That was the first issue but we worked it out. It was late, we just wanted to get to our room, once in bed we noticed the blanket was a duvet squished between two top sheets and the duvet itself was absolutely filthy. The whole room was quite disgusting, stains on the carpet, peeling paint in the tub, extremely outdated and not what you expect from a 4 star rating nor what the pictures showed. The construction they had going on was nuts, extremely loud and men walking past our window on the scaffold while dressing, would have been nice to know that was a possibility.. Our stay was cut back a day and we found a hotel that was worth the cost. Upon attempting to contact Expedia, to find out who I should contact about this, I was told because I paid the bill and signed at checkout that it was too bad. I was not asked any details of the complaint, whether or not I had complained to the hotel, nothing! I was just shut down. I was very disappointed in the way Expedia handled this. It seems they care more for the big guys who earn them the most money rather than the consumer.
August 21, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. (Revdex.com case number ***) regarding his hotel reservation. We understand
Ms. is requesting a full refund of $928.53, as she is requesting a refund due to poor quality of her room at the property during her stay.
Our records indicate that on January 10, 2019, Ms., or an authorized user of his Expedia account, self-booked a hotel reservation using Expedia’s website, under itinerary ***. Travel at *** for check-in on August 7, 2019 and check-out August 11, 2019.The total cost of the reservation is $1,114.16.
Upon review, on August 11, 2019, Ms. contacted Expedia via email to request for a full refund as she was disappointed with her room during her stay. We contacted the property on Ms.’s behalf in hopes that they would offer a refund, but our request was denied. We encourage our customers to contact our customer service team from the hotel, if the accommodations are not satisfactory upon arrival. This enables us to attempt to find a resolution at that time, rather than after the fact.
Furthermore, when finalizing the reservation on Expedia.com, Ms. agreed to the following Terms of Use:
The carriers, hotels and other suppliers providing travel or other services are independent contractors and not agents or employees of the Expedia Companies. Expedia Companies 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. Expedia Companies 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 have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
In no event shall the Expedia Companies, the Expedia Partners and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special or consequential damages arising out of, or in any way connected with, your access to, display of or use of this Website or with the delay or inability to access, display or use this Website (including, but not limited to, your reliance upon opinions appearing on this Website; any computer viruses, information, software, linked sites, products and services obtaining through this Website; or otherwise arising out of the access to, display of or use of this Website) whether based on a theory of negligence, contract, tort, strict liability, consumer protect protection statutes, or otherwise, and even if the Expedia Companies, the Expedia Partners and/or their respective suppliers have been advised of the possibility of such damages.
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 her refund request. However, we added an $200.00 Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Rate Hotel either as a standalone reservation or in a Vacation Package. The coupon is valid for one year from the date of issue September 30, 2020 and is immediately accessible within Ms.’s account. Please login into your account with your username and password to use the coupon towards the next future 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,
Dez M
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