I went on Expedia.com to make a 2 room reservation at a hotel in Austin, TX to visit family. I live in Illinois. The reservation was for 2 nights from 12/18/19-12/20/19. I canceled the reservation. I even have the confirmation email saying I canceled my reservation with Expedia since that’s who I booked it with. They said that it only canceled one room and that I should have hit the cancel button twice! What?!? I feel they are a scam and will take your money even if you cancel. I will never book with them again. They had me going back and forth between the hotel and Expedia. I talked to Expedia 3 different times. Each time, I spoke to someone different and each person had a different reason for me. No one can give me an answer. They’re just giving me the run around. I even have an email Confirmation that I would be receiving a refund of $119.32 and that the refund was in progress. It’s been 20 days. 15 of which are business days. I was told 7-10 days at first and then the last person told me I would’ve been refunded within 24 hours. I won’t ever book with those scammers again. Different stories from each person I spoke to at Expedia. It’s definitely a scam. I had to cancel my credit card because I’m afraid they’ll charge me again for no reason.
I don't know why this company has an A+ rating, it is a racket. Deceitful practices when booking (for hotels) and claims user error for dates when it is the system error (or a willful scheme to take people's money). The email confirmation goes to spam, while the "rate your trip" goes to inbox. Your money is gone unless you accept a "coupon" and all the rates for hotels are already spiked since now you have less time to book for a hotel you thought you booked and had secure for your trip. Therefore, unless you choose another hotel outside of the place you wanted to book, you will have to pay more money into the system even with your coupon. And surprise, surprise, the places you are looking at that are around the same price as your voucher are suddenly booked up, and not available, even though you refresh the page, and the rooms are still there with a "3 rooms available" or "2 rooms available" notification. Then while you check out the room, popups of how many other people are looking at this listing, to further the rush of buying something without proper documenting of what you're doing. Dark design all over the website. What type of business is this?!
Misleading representatives. I booked a flight for 4 people to lock in a "special rate." I was informed that I could make changes if necessary. When I attempted to make changes later that day, I was informed that I am not allowed to make changes during the first 24 hours which is also the time I was allowed to cancel the purchase (over $1,000.00). I fully planned to keep these tickets with the condition that I could make changes. On the following day (after the 24 hours expired) I then attempted to make the necessary changes and was informed that I am not allowed to make changes. I contacted Expedia to get some resolution and they allowed me to cancel one of the 4 passengers and gave me a $100.00 voucher or something. So basically, I'm out over $800.00! Be warned. They will tell you what you want to hear and then back stab you!!! I will never use Expedia again. I strongly suggest no one else does as well.
I booked two round trip airline tickets though Expedia at the cost of $339.00 each, plus purchased the Travel Guard Insurance at the cost of $24.00 for each ticket. The flight was scheduled for Aug 27, 2019 and was to return Aug 31, 2019. The invoice I received for Expedia /Travel Guard Insurance stated "TRIP CANCELATION 100% Trip Cost".
The trip was to see a dear friend graduate from Marine bootcamp and then he was being shipped out to Japan. On Aug 22, 2019 the United States Marine Corps notified me the graduation was moved to Aug 23, 2019. I was forced to cancel the two airline tickets.
I contacted Expedia and their Travel Guard insurance for the refund and provided them with the United States Marine Corps Letter with the change. Expedia/Travel Guard Insurance would not honor the refund, they claim this change does not fit the criteria for a refund. In order to use the Expedia Credit I would have to pay a $200 re-booking fee per ticket and only have $139 to use on the actual new tickets plus the tickets were non transferable to another person. I spent over 4 hours on the phone with Expedia and spoke to 6 people. After speaking to 4 people of which Kelly, Supervisor offered me $139.00 per ticket. I refused her offer and asked for Expedia Corporate Information. She refused to give me that information. She only gave me another phone number that put me back into the Expedia phone cycle where I spoke to two more representatives who were not able to process the request. Expedia/Travel Guard Insurance post fraudulent statements about their refund criteria. They are robbing the customer. Expedia hides behind the supposed "policy requirements" which they hide from the customer at the time of purchase. Expedia misleads the customer with false statements to make the sale. The Customer Service is condescending and useless, they claim to understand but do nothing, just pass you to the next person. The Supervisor Kelly needs to be FIRED!!!
Expedia.com Response
• Jan 15, 2020
January 15, 2020
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 July 19, 2019, ***, or a person authorized for the Expedia account, self-booked roundtrip flights via the Expedia.com website, for two passengers, with ***, traveling from Newark NJ to Savanah, GA, departing on august 27, 2019 and returning on August 31, 2019. Cancelation coverage plans with Travel Guard were also purchased.
The terms and conditions were provided, and accepted at the time of purchase.
The flight terms and conditions stated that the flight tickets were nonrefundable, but changes may be made within one year of the original purchase date, with restrictions, if cancelation is completed prior to departure, for a fee of $200.00 per ticket plus any fare difference.
The cancelation coverage terms and conditions stated that cancelation costs may be covered for cancelation due to specific events, and with restrictions. Travel Guard’s terms and conditions were further provided for review after purchase as well, from the online itinerary and an email purchase confirmation. The flight had a 24 hour free cancelation period and the coverage had a 10 day free cancelation period.
The records show that the flights were canceled by the customer in their online account on August 25, 2019. The terms and conditions of the flights were reiterated and accepted.
Expedia will not be able to provide compensation for standard flight costs or other travel expenses.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Website advertised amenities (free airport shuttle service) for a hotel booked on the site. Contacted hotel to utilize service, informed no such service. Contacted Expedia customer service via phone and e-mail (numerous times) to gain reimbursement for incorrectly advertised services. 6 months has passed since initial contact, with no offer of resolution.
Expedia.com Response
• Jan 14, 2020
January 14, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a hotel reservation. We understand Ms. is requesting a refund of the airport
transportation as it was advertised as a free airport shuttle.
Our records indicate that on May 30, 2019, Ms., or an authorized user of his Expedia account, self-booked a hotel reservation using Expedia’s Mobile App, under itinerary ***, with
stay at the *** with check-in June 3, 2019 and check-out June 8, 2019.
Upon review, we advocated on Ms.’s behalf to obtain an approval for the refund she requested for EUR 120.00. However, we were not able to receive an approval to refund the transportation
from the property. Upon reviewing the terms and conditions made available to the customer at the time of booking, we have determined that the airport transfer stated a “surcharge” would be offered and
to call the property in advance to decide.
The services provided by Expedia to Ms. are that of a third-party booking agent, in this case the ***, is the merchant of record (i.e. the company who charged the customer’s
credit card) and as such accepted the funds for Ms.’s purchase. Therefore, we must follow the policies adhered by the hotel stated at the time of booking.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Dez M
Corporate Correspondence Team
Customer Response
• Jan 14, 2020
Complaint: ***
I am rejecting this response because:No where on the booking site, at the time of my booking did it state there would be a surcharge. When I brought it to the attention of the hotel and Expedia, the website information was promptly changed.
Sincerely
Dear
I have had a non pleasant experience with my family last flight.
When we went to the airport to check in (***) as we could not check in before online through the website, we were told that our flight already departured.
I did not receive 1- any email flght change as I have received for my return ***- I have checked the app and no news, actually your page still shows teh original time NO the time change.
I have to buy new tickets *** (5 in total, aprox 730 USD-I attach mine as I cannot attach all of them) at the airport that I WANT EXPEDIA TO REFUND as this was a result of Expedia negligence.
Your attention to this is very well appreciated.
Best
Expedia.com Response
• Jan 12, 2020
January 12, 2020
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 June 2, 2019, ***, or a person authorized for the Expedia account, booked combined one way flights for five passengers for travel from Bogota, Columbia to Santa Marta, Columbia, departing with *** on December 25, 2019 and returning with *** on December 28, 2019.
The outbound flights with *** are sold by and serviced by ***. Expedia is a third party intermediary for travel suppliers, such as airlines. The terms and conditions of the flight are provided by the airline, as well as the contract of carriage. Expedia does not operate flights and we do not have control over the airlines schedule.
We contacted the airline on behalf of the customer. They stated that they had a schedule change, in which the departure time of the flight changed from 12:29 PM to 10:10 AM. The also stated that they advised the customer of the schedule change; and, it was accepted by the customer on September 18, 2019. When the flight was missed the tickets did not retain any further value for refund or exchange.
Expedia will not be able to provide compensation for flight costs or additional travel expenses.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
Expedia.com Response
• Jan 16, 2020
January 15, 2020
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 Revdex.com case number ***.
The flight selected with *** is a flight that is serviced directly by the airline. The airline is not required to provide updates to Expedia, and works directly with their passengers regarding schedule changes. The customer was advised:
Your flight booking is with a low cost airline and can only be changed or cancelled by contacting the airline directly. For convenience, you can select the airline from our online check-in page (Opens a new window) . Please note that Expedia may not be advised if you change or cancel your flight with your airline directly, or if the airline makes any changes to your flight schedule. These changes may not be reflected in your Expedia Itinerary, so please ensure that you also print out any subsequent itinerary change emails you receive directly from the airline.
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
• Jan 16, 2020
Complaint: ***
I am rejecting this response because:
I appreciate Expedia efforts to diminish its part on this, always fine print put bad mouth taste on customers. My most basic questions is, what is Expedia business?
When I got to the counter of ***, they told me I need to contact Expedia. So, pointig fingers to each other and the customer is the ne geeting impacted. I am completely discouraged about this experience. I lost 730 USD for everybody is pointing to each other.
I booked a shore trip excursion from the port of Haifa to Jerusalem and Bethlehem, Israel with Expedia, Itinerary # ***. The tour operator did not show up to perform the tour.
Expedia refuses to refund the booking under the pretense that the tour operator is claiming that they performed the service.
I have the contact information of the other nine people waiting for the same tour operator and same shore trip excursion, if someone decides to investigate.
Thank you.
Expedia.com Response
• Jan 12, 2020
January 12, 2020
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 cruise excursion. We understand *** is requesting a refund.
Our records indicate on July 23, 2019, ***, or a person authorized for the Expedia account, booked the “8:00 AM, *** for November 13, 2019, for two passengers, with ***.
We contacted *** regarding the tour. They advised that the tour operator needed to change the tour date from November 13, 2019 to November 14, 2019. On October 15, 2019 they advised the customer of the change, and asked if they would like to take the tour on the date it was available. They said that the customer accepted the new date. They stated that on the date of the tour, the tour operator waited 45 minutes for their arrival before departing to the destination, and they would not be able to provide a refund waiver.
Expedia is unable to refund or provide compensation for activity costs or expenses.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
Expedia.com Response
• Jan 22, 2020
January 22, 2020
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 Revdex.com case number ***.
Expedia will not be able to contact persons with reservations that we were not a party to, and ask for their personal information. However, if *** is able to provide documentation including information, such as names, confirmation numbers, etcetera, pertaining to the reservations of the persons that were on the same tour/time as him, we will pass it on to the provider for their consideration. Any approval would come from the tour provider.
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
• Jan 24, 2020
Complaint: ***
I am rejecting this response because: It is my understanding that Expedia does not want to investigate this matter. I have provided more than enough information in order to have an investigation started and to prove that the tour operator did not show up at the ***, to pick up eleven passengers for the shore trip excursion, on November 14, 2019. At first, I thought that it will be an easy to solve misunderstanding in part of Expedia and its partners. But, it looks like the Expedia's customers do not get too much consideration according to the company policy.
I booked a hotel room through Expedia. The property looked nothing like the pictures online. I did not stay in the hotel and have requested a refund. I have been given a run around by Expedia as well as the hotel. It was a run down rat hole. I would have canceled sooner. But I had no way of knowing without seeing it after a 4 hour drive
Expedia.com Response
• Jan 13, 2020
January 13, 2020
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 hotel reservation refund request.
Our records show on October 19, 2019, Ms. booked a Pay Later hotel reservation on our website. A Pay Later reservation is a reservation in which the customer agrees to pay the hotel directly. The hotel will typically hold a full or partial deposit depending on the hotel policy. We understand from Ms.’s complaint she did not like the hotel room she was provided and mentions the pictures looked nothing like the ones she saw online. Ms. is requesting a full refund of the amount paid which was $40.66.
Upon researching the customer’s complaint we can confirm that only the hotel may decide if they will provide Ms. with a refund. We reached out to the hotel to advocate on Ms. behalf and were denied any refund. Since the hotel is the one that charges and not Expedia, we are unable to provide any type of refund. Ms. accepted the Terms of Use which are provided below. I have attached a screenshot of the type of booking Ms. agreed to when she booked online. I have also attached an email Ms. sent to Expedia threatening legal action if she was not refunded. See attachment.
TERMS AND CONDITIONS
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.
If you select “Pay Later at the Hotel”, the hotel will charge your credit card in the local currency at the time of your stay. Please note that taxes and fees vary between the two payment options. Tax rates and foreign exchange rates could change in the time between booking and stay.
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.
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Ms. encountered in resolving this matter. As previously mentioned Expedia will not provide a refund. In the future our customers are asked to read the comments left by previous guests of the hotel and read reviews of the location before completing a booking. As a courtesy I have provided a $50.00 Expedia Hotel coupon which has been added to Ms.’s Expedia account. This coupon is only able to be used on Pay Now hotel reservations.
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 Customer Support
Customer Response
• Jan 14, 2020
Complaint: ***
I am rejecting this response because: I have talked with the hotel and they say I since I didn’t cancel 24 hours prior to my reservation, they cannot issue a refund. I would have canceled had I known the property was nothing like the pictures advertised on Expedia. I only found this out after a 3 1/2 hour drive. I was misled by the false advertising online. I should not have to pay for a room I would not allow my dog to stay in.
Booked hotel online 12/9/19-Itinerary#***-***-12/22-12/26-recv'd travel confirmation from Expedia.On 12/21,contacted hotel to confirm my reservation,told they do not have any reservation for me,& are fully booked, referred me back to Expedia.Immediately contacted Expedia Customer Service who told me they would contact hotel to obtain the confirmation,after 1 hr.on the phone,I was told to call back as hotel hasn't received the confirmation yet. After an additional 4hrs on a phonecall to Expedia, still no confirmation.Also contacted hotel to try to obtain the confirmation until hotel refused to even accept my phonecalls.I was finally transferred to Expedia Relocation Dept.where that rep was still unable to confirm my reservation with *** afte she proceeded to make accomodations in a "similar" rated hotel & provided a confirmation.Arrived at hotel on 12/22,as elevator opened to my floor,was greeted by an over pungent smell of marijuana which I immediately reported to the front desk,was told they would investigate.For the next 3 days-this smell was continuous,covering our noses as my family,along with my 13yr old daughter having to smell this.Front desk kept saying Security would look into it, but no resolve.They were unable to change my room,only King size beds available and I had a party of 3.Lights in the hotel room were dim as night-lites, and loud noise from ongoing construction with jack hammers starting at 7am. On 12/26,elevator was stuck and wouldnt move from my floor, hotel maintenance was able to override and bring us to 3rd floor.We had to walk downstairs to a flooded lobby-a pipe busted&we had to walk thru the water up to our ankles,the ceiling over the reservation area had collapsed & fell in.Contacted Expedia Re:this issue&2 other issues requiring refunds,rep@Expedia/Relocation Dept told me they dont do refunds,offered a coupon credit,I Requested a mgr to contact me since 1/2/20,no call as of yet.The 2 other issues were refunded.
Expedia.com Response
• Jan 15, 2020
January 15, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint 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 Ms. ***, Revdex.com case number *** regarding a refund. We understand that Ms. is seeking a refund for the hotel that she was relocated to.
Our records indicate on December 10, 2019, Ms. *** or an authorized user of the account booked a four night reservation *** checking in on December 22, 2019 and checking out on December 26, 2019 via itinerary ***. A confirmation was emailed to the email address on file and it was opened once.
On December 21, 2019, Ms. called in and advised she called the hotel to confirm her reservation but the hotel could not locate her reservation. Our representative called the hotel and they could not locate the reservation. The representative sent the hotel a fax and an email of the reservation and they asked that we call them back in 10 minutes for confirmation.
On January 9, 2020, I called and spoke with Ms. so that I could understand exactly what transpired. I asked Ms. to email me a copy of the photographs and the receipt from her ***, that was more expensive than our tour who advised her vouchers had been used. After speaking with her I was able to see that a refund of $335.13 was issued on January 2, 2020. I called ***, New York (***) and they advised the hotel reservation was not used, it was interfaced on December 21, 2019 and they authorized Expedia to refund the no show fee of $335.13. Expedia relocated Ms. to the ***. I telephoned the *** (***) and they advised they issued the customer a refund of $183.60 for all the problems. I spoke with the Reservation Manager and she authorized me to issue a refund for 50% ($370.12 a day x 2) $740.23.
After further review on January 14, 2020, called relocations and they advised that they applied the $250.00 voucher to the customer account for the hotel relocation. They advised that their relocations are final and advised when a customer has problem after being relocated she needed to contact Relocations. I contacted Ms. and advised I needed the pdf of the day tour in order to calculate the difference she paid. Advised once received I would issue a refund for the difference. The hotel authorized a refund for 50% which totaled $740.23 and the *** receipt that the customer paid $357.39, the difference in the original cost is $88.64, issued a refund for a total of $828.87.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, activities and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the vendors.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Di-Di FCorporate Correspondence Team
Customer Response
• Jan 16, 2020
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.
There is a lot that transpired that has been left out by Expedia, however the bottom line of the refunded amount has been accepted although I feel strongly I should have been entitled to a full refund on the hotel, I will cut my loss and close this issue to put it behind me. I appreciate Didi taking the time to mediate this, and hopefully other customers will not have to endure what my family & I did.
I made a hotel reservation for 1/5 to 1/7 using expedia web site. I needed to change the date to 1/24 to 1/26. So I contacted expedia the same day to change the reservation. I received a email from expedia stating that my litnerary was updated to 1/24 to 1/26. I received a bill from the hotel in the amount of $ 389.68 for the cancelation dates of 1/5 to 1/7 dates. I called expedia and the refuse to take responsibility
Expedia.com Response
• Jan 09, 2020
January 9, 2020
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 September 27, 2019, ***, or a person authorized for the Expedia account, booked a two night stay with ***. for check in on January 5, 2020.
Charges for the reservation selected were being billed ***. directly. No charges were billed by Expedia.
The terms and conditions provided by the supplier and accepted by the customer at booking, stated:
· Cancellations or changes made after 6:00 PM local hotel time, Thursday, January 2, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.
· If you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.
The customer contacted Expedia on January 6, 2020 requesting to change the date of the stay. At the time of the call, the reservation booked was already into the second night, changes could not be made and the penalty was already incurred. Expedia is unable to provide compensation for standard hotel costs and fees.
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
• Jan 10, 2020
Complaint: ***
I am rejecting this response because:
Sincerely
Customer Response
• Jan 16, 2020
Complaint: ***
I am rejecting this response because:
Sincerely,
***
They never had the itinerary so how could could they cancel the 5/2002 t0 7/2002 which I had to pay for. They request from me the itinerary so I sent it in a e- mail.
I will contact the CEO of expedia to see if this can be resolved
Purchased a trip. The price was suppose to include all charges. The hotel added over $500 to one room but not the other and when this was questioned, they said too bad, contact your travel agent. I contacted Expedia many times and got a different story every time. I was hung up on multiple times. They refused to address the issue with the hotel, as they said they called the hotel, which denied adding any charges. Sent them the receipt with the charges on it, and they did nothing to help.
Expedia.com Response
• Jan 08, 2020
January 7, 2020
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 hotel charges. We understand *** is requesting a refund.
Our records indicate on April 8, 2019, ***, or a person authorized for the Expedia account, booked a package for three people traveling from Philadelphia, PA to San Juan, PR, departing on December 26, 2019 and returning on January 1, 2020, with two rooms at the ***.
After travel, the customer contacted Expedia stating that they were charged extra fees on one room, but not on the other. They provided documents that appeared to be hotel folios. One showed charges for “Hotel Tariff” of $86.90 per night.
We contacted the hotel on behalf of the customer. They advised that “Hotel Tariff” charges are resort fees; and, at this time when they view the billing for the rooms they do not have resort fees charged.
We requested the hotel to send us a copy of the guest folios showing there are no resort fees. The hotel advised they cannot send copies of guest folios to Expedia, as they are for charges that are between the guest and the hotel. They further advised that the guest may contact them directly to discuss the charges or get copies if needed.
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 am Expedia Gold member and we booked the vacation apartment through Expedia for winter holidays for 5 nights during December (Itinerary #***). While the apartment was close the center, it was just not inhabitable and just horrible conditions. Broken shower, broken and dirty beds, humid rooms, etc. The stay was unacceptable by our family and we moved out after staying 1 night to different hotel for the rest 4 nights. Right next day I contacted owner and informed we are moving out and asked for refund for remaining 4 nights, they agreed. Also I contacted Expedia and told them that I out from that terrible apartment and asked them to cancel my stay and get the refund. Expedia contacted the owner and told me that I will get my refund with no problem. It turns out Expedia did not initiate the cancellation from their side since I was not able to do from Expedia app. Expedia had to cancel my stay and refund, they did not. Few days later, once I see that I dont have the refund I contacted owner of the apartment again, they told me that Expedia did not cancel my stay and they have to refund me. I contacted Expedia, now Expedia telling me owner should refund and they are not responsible. This type of back and forth is so unacceptable. What is happening now ?? Owner and Expedia could not communicate with each other and I am as a gold member of Expedia suffering with this bad customer service? Expedia I have all the chat screenshots, you were telling me I am receiving $527 refund, so I should not worry about anything. Now because of your mistake (and you didn't cancel my stay) you are wasting my time telling go and deal with property manager. Why did I book it through Expedia then ? Just to go and deal with property manager directly, how come ? Related the property I have already left the real review and if you are curious I can give full picture of how horrible was that apartment to stay with kids. I hope I will not deal with Expedia anymore.
Good luck!
Expedia.com Response
• Jan 15, 2020
January 15, 2020
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 December 6, 2019, ***, or a person authorized for the Expedia account, booked five nights in an apartment next to ***, for check in on December 24, 2019.
The customer contacted us and advised that he departed the apartment on December 25, 2019 in the afternoon and was not satisfied with the unit. We contacted the vendor with the complaint. In the coming days we were advised that the vendor was not allowing a refund.
We are sorry to hear that the unit was not provided as expected. As a gesture of goodwill, we added a coupon to the customer’s Expedia account that may be used for up to $400.00 off of a prepaid hotel or hotel package booked in their account within the next year. The coupon and its terms and conditions may be viewed in the customers account.
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
• Jan 21, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID. While the fact that the vendor was not allowing a refund, is completely not true (attached chat transcript stating they agreed immediately to refund), I find that this resolution is satisfactory to me.
On 11/21 when I arrived at SeaTac airport to check-in for my Dubai flight, I was informed by the counter agent that due to my passport expiring on 1/20/2020 I will not be admitted into UAE because my passport expires within 3 months. Consequently, I called Expedia and after a 174-minute call, the CSR (customer service rep) advised I can change my ticket to depart later that evening with a stopover at JFK then Dubai. However, they said they can't cancel the ticket for me because I checked-in online and my ticket is now in Emirates' control.
The CSR asked me to call back in 2 hours, when the ticket will be released back to Expedia.
I waited 2 hours and called Expedia back, and in this 62 min call I had to explain everything all over again. By then my original flight already departed and I'm still stuck at the airport waiting for Expedia to provide some support to us. After 4 hours since the initial call, Expedia informed me that the flight to Mauritius via JFK/Dubai is no longer available! Furthermore, it was only then when the CSR told me we will lose $600 per ticket because we were "no-show" for our original flight! The CSR then went on to explain Expedia was not able to change the ticket because apparently Emirates ticketing desk was closed, and we were told we are better off booking another ticket ourselves and we will receive an Emirate travel voucher later, with $600 penalty on each ticket.
I don't believe it's fair that we have to lose $1200 from "no-show" fee because we did not board our original flight given Expedia's advice. After the trip when I complained to Expedia in writing of this ordeal, their response was "Even though you book through Expedia, the one who collects the money is the vendor." It appears this business process is engineered to prevent any liability from the travel agent or the airline, as the consumer have no one to turn to for support when thing goes south. This is a business malpractice where there are zero consumer protection.
Expedia.com Response
• Jan 07, 2020
January 6, 2020
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 August 20, 2019, ***, or a person authorized for the Expedia account, booked flights for two adults and a baby with *** to travel from Seattle, WA, USA to Dubai, *** on November 21, 2019, then on to Mahebourg, Mauritius on November 24, 2019, and return on December 2, 2019.
We received a call just prior to departure of the flight. The customer stated that they had been unable to board the flight due to issues with their travel documents. The customer requested a change that could not be completed at that time, as the airline had already began check in af the tickets on time, and tickets were still in update.
According to the fare rules of the tickets, the flight reservation is considered “No Showed” if boarding is not completed at least one hour prior to the flight departure time. That time had already passed when the customer requested to make changes. Although the customer missed the flights, they may still make changes to the ticket as per the fare rules. The fees to complete the change are higher after the reservation is considered no showed than they are if changes are made prior to that time. Restrictions apply to making changes and the tickets have a limited time of validity.
At the time of purchase the customer was provided the website Terms of Use. They included:
INTERNATIONAL TRAVEL
You are responsible for ensuring that you meet foreign entry requirements and that your travel documents, such as passports and visas (transit, business, tourist, and otherwise), are in order and any other foreign entry requirements are met. Expedia has no special knowledge regarding foreign entry requirements or travel documents. We urge customers to review travel prohibitions, warnings, announcements, and advisories issued by the relevant governments prior to booking travel to international destinations.
Passport and Visa: You must consult the relevant Embassy or Consulate for this information. Requirements may change and you should check for up-to-date information before booking and departure. We accept no liability if you are refused entry onto a flight or into any country due to your failure to carry the correct and adequate passport, visa, or other travel documents required by any airline, authority, or country, including countries you may just be transiting through. This includes all stops made by the aircraft, even if you do not leave the aircraft or airport.
We will not be able to provide compensation for standard change or no show fees, or other travel expenses.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
1. In late September I booked a trip *** through Expedia. I never received a confirmation. This has been confirmed by an expedia rep named Anna R. I have the details.
2. On Dec 4 I received a notice from *** re my *** portion of the trip. (Did I want to upgrade?) I then searched for the confirmation # from Expedia. no luck.
3. I then called Expedia. The customer service rep informed me "you have cancelled that trip." I said I did not and asked to speak to a manager (this took a long time of the customer service rep investigating. THe manager then told me the same thing. He had no record ofmy trip even though I told him I had received confirmation for HALF of my trip already. I then booked another flight *** on his direction that Expedia had no record of a trip.
4. On Dec 31 I received two notifications. One from *** (mystery trip that Expedia claimed was cancelled), and one from CA.
5. You will have the records of all my emails, tweets etc to Expedia about this. It turns out in fact the trip had NOT been cancelled, it was just that it was Expedia TD for Rewards not Expedia. They sent me to Expedia for Rewards.
6. I have records that the trip was confirmed and paid for form my September Visa statement, smething I couldn't access in December when I was in Kingston, Jamaica, but have subsequently confirmed.
7. The fact is , Expedia told me it was cancelled and had me book a second flight. A quick check by the 3rd person I talked to via Messenger on Jan 3 confirmed that they had made an error.
Expedia.com Response
• Jan 07, 2020
January 7, 2020
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 September 30, 2019, ***, or a person authorized for their Expedia.com account, booked a roundtrip flight with *** via the Expedia.com website, for travel from Kingston, Jamaica to Toronto, ON, Canada, departing on December 22, 2019, and returning on January 1, 2020, via itinerary ***.
On the same date, the customer canceled the flight on itinerary *** via the Expedia.com website in their customer account.
Also on September 30, 2019, the customer booked combined one way flights online, via the Expedia for TD website, in their customer account there. The flights were for travel from Kingston, Jamaica to Toronto, ON, Canada, departing with *** on December 22, 2019, and returning with *** on January 1, 2020.
On December 2, 2019 the customer called Expedia.com and requested confirmation of their itinerary for travel starting on December 22, 2019. The agent assisting correctly verified regarding itinerary ***, that the flights were canceled and the ticket was voided. There were no charges for this flight that were not refunded.
The customer purchased a third flight itinerary. This one was with Expedia.com, for a one way flight with ***, traveling from Toronto, ON, Canada to Kingston, Jamaica, departing on January 1, 2020, via Expedia.com itinerary ***.
The status of the tickets the customer purchased on the Expedia for TD itinerary, number ***, are used for the outbound flight on December 22, 2019, and open for the return flight for travel on January 1, 2020.
The status of the customers ticket purchased on the Expedia.com itinerary, number ***, for one way travel on January 1, 2020 is used.
There were no duplicate purchases found in either account for the travel date of December 22, 2019.
The flight the customer purchased on September 30, 2019 with ***, via Expedia for *** was nonrefundable. It was not canceled prior to the travel date and was marked by *** as a No Show. The flight currently has no value for exchange.
Expedia for *** will not be able to refund the customer for the return flight that was purchased, and not used or canceled. The terms and conditions of the flight were provided at the time of booking and accepted when the purchase was completed. They were also available after purchase via an online itinerary and an email purchase confirmation.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
A hotel reservation was made through Expedia. The hotel was the wrong hotel in the wrong state. Called Expedia immediately and reported the error. Never heard anything more from Expedia. Got my *** bill and saw a charge for *** in Kingsland, GA. Expedia says that there is nothing that they can do. That I will have to pay the $275.07 charge for a hotel room booked in error and cancelled through Expedia.
Expedia.com Response
• Jan 07, 2020
January 7, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from Ms. ***. Expedia, Inc. is responding to the consumer complaint from Ms. (***) regarding a hotel refund request.
On November 1, 2019, the customer or an authorized user self-booked a hotel reservation for one night via itinerary number ***. The total amount paid for the night was $257.07USD. We understand from Ms.’s complaint the person who booked the reservation made a mistake and booked the hotel in the wrong state. Ms. mentions the user immediately tried to cancel the reservation and mentions they called Expedia and never heard anything more from Expedia.
After researching this case I have confirmed that the customer or authorized user who booked the reservation booked a non-refundable reservation. This means that even if the customer attempted to cancel immediately the reservation would not be refunded unless authorized by the hotel. On the same day of November 1, 2019, the customer called Expedia and an agent was able to reach a hotel agent who did not authorize a refund. The customer was made aware by email and I have attached the email on this case.
I have also reviewed a call which Ms. made on January 6, 2020. During the call the agent advised Ms. that the hotel did not authorize a refund and no amount could be refunded. Ms. became upset and told the agent she would "blast us and the hotel" on every website that she could.
As you may know, Expedia.com acts as a third party intermediary for airlines, car rental companies, and hotels. We are unable to change rules imposed by the hotel. Furthermore, when using our website the customer accepts the Terms of Use which mentions the information below.
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services.
LIABILITY DISCLAIMER
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia 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.
Expedia has reviewed all of the customer’s concerns. We contacted the hotel multiple times inquiring on this case and advocated on Ms.’s behalf. The hotel has not authorized a refund. We have determined no refund will be provided since Ms. or an authorized user accepted the terms before completing the booking.
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
• Jan 08, 2020
Complaint: ***
I am rejecting this response because:
Sincerely,
***
I worked with one young man, Francis J *, at Expedia who was exceedingly polite and did try his very best for me. After the hotel rejected his request, I decided to give it one more try, as $275.07 for absolutely nothing, is a real hardship. I called the Expedia number for "escalating" the issue. This young man was condescending and rude and completely unhelpful. I absolutely lost my temper with him because of his attitude toward me more so than the information he was imparting. I am a long time Expedia customer. I probably did say something to the effect of "blasting" them. The thing is, Expedia has helped me get refunds for "unrefundable" hotel rooms and even airline tickets in the past so I know that it is possible. I wanted to escalate the issue in hopes of finding someone higher up at Expedia who might be able to influence the hotel.
I booked a return flight. I didn't take the outbound flight (I had to leave earlier than planned). Expedia told then (1) that the return flight was canceled, (2) that I would not be reimbursed and (3) that I have to book a new return flight. Upon checking in at the airport, the agent tells me that I'm booked twice, which means that my initial return flight was actually still valid and that I didn't need to buy a new ticket. So Expedia made me buy an unnecessary ticket.
Expedia.com Response
• Jan 07, 2020
January 7, 2020
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.
We did not locate either of the flight itineraries mentioned in the complaint. If the customer can provide the itinerary numbers and any needed documentation we will review further.
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
• Jan 09, 2020
January 9, 2020
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.
On October 14, 2019, ***, or a person authorized for their account, booked roundtrip flights for two passengers with ***, traveling from New York, NY to Paris, France, departing on December 20, 2019 with American airlines, and returning on January 2, 2020 with ***.
On December 20, 2019 *** utilized his ticket. *** did not utilize his ticket; and, the airline marked the ticket as a “No Show”. No Show is a term used to describe a flight reservation, or ticket, that was missed.
According to the fare rules of the air fare purchased, whether the reservation is used or missed it has no value for exchange or refund. As such, a refund is not available. Expedia is not able to compensate Mr. for standard flight charges.
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 rented a car via the Expedia website from ***, Mexico City, pick up 4 January 2020 and return on 27 January (Expedia Confirmation #***). The rental amount was US$52.51. I also purchased an Expedia Collision Damage Plan for US$264 (POLICY # ***), to cover the compulsory CDW insurance requirement in Mexico. The combined cost of the rental and insurance was about the same as what I was quoted on other sites like ***.
When I went to pick up my car on 4 January, I was told that *** doesn't accept Expedia insurance and that I couldn't rent the car without taking out the CDW. This cost me an additional USD$455!! I was also told that Expedia knew that *** doesn't accept Expedia insurance, and that Expedia shouldn't be selling it!
Why is Expedia selling insurance to consumers that won't be accepted by rental agencies? I tried to contact Expedia about this, but have received no resolution.
Expedia.com Response
• Jan 07, 2020
January 7, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint 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 Ms. ***, Revdex.com case number *** regarding a refund. We understand that Ms. is seeking a refund for the vehicle protection.
Our records indicate on September 15, 2019, Ms. or an authorized user of the account booked a 23-day rental reservation with ***, picking up the car on January 4, 2020 and returning it on January 27, 2020 via itinerary ***. Ms. or an authorized user of the account also booked 23 days of the Collision Damage Plan via itinerary ***.
On January 5, 2020, the customer communicated with our Social Media Team and advised ten that she wanted to cancel insurance because *** would not honor it when she rented the vehicle. Our representative tried to contact *** but was unable to reach. The customer complained that she wasted the entire morning and wanted her money back for the insurance.
From January 4-6, 2020, there were numerous from Expedia to Ms., Ms. to Expedia and Expedia to the ***. The emails to *** were trying to confirm if *** accepted our Collision Damage Plan. The emails to Ms. advised of our communication attempts with ***. Eventually, *** email their decision which declined authorizing Expedia to refund for the protection.
After further review on January 7, 2020, I called *** and they advised that they do not accept our vehicle protection. In review of the account a refund has been issued for the Collision Damage Plan in the amount of $264.00. The refund was issued to *** ending *** and will appear in three to seven business days. Since Ms. accepted *** protection at their counter Expedia is not able to issue a refund for their coverage.
In addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, activities and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the vendors.
Based on the above Expedia is not able to honor any additional refund amount`. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Di-Di FCorporate Correspondence Team
Customer Response
• Jan 07, 2020
Complaint: ***
I am rejecting this response because it is unethical and immoral, if not illegal, to be purporting to sell insurance to consumers that Expedia knows will not be honoured by companies. How are consumers to know whether or not a rental company will accept the insurance that Expedia is selling? I purchased the Expedia insurance in good faith, 3 weeks in advance of picking up the vehicle, thinking that I was buying it from a reputable company. Having completed numerous rentals with ***, where the promised insurance is actually included, I had no reason to doubt that the insurance would not be accepted.
I booked the vehicle on the Expedia site on 15 September 2019, more than 3 months prior to pick up. As I indicated in my original email, had I booked the car via ***, I would have paid about the same amount. Attached is a *** quote for the same vehicle, for 23 days rental, pick up in Mexico City and drop off in Mexico City Airport, for April (3 months is advance). You will see that the total cost is AUD$566.98 (USD$389), including CDW insurance.
Because of Expedia's unethical sales tactics, I booked through Expedia rather than through *** and I ended up paying double that price. I believe that, because Expedia knowingly sold me a product that it knew would not be honoured and mislead and deceived me into thinking that it would be honoured, Expedia should compensate me for the additional amount that I have paid for this rental.
Expedia gives contradictory information about resort fees at NYC hotels. I'm looking at a hotel I booked, and the Expedia page says the resort fee only applies if it's not included in the room rate. The only indication on the page of whether it is included is the fact that the page uses the word "total," and this: "We have included all charges provided to us by the property."
However, when I spoke to Sarah at Expedia (she wouldn't provide her last name), she said the resort fees are not included in the "total" of $1,116.04 that appears at the top of the page.
To sum up, there are two clear indications that the "total" includes all fees, but according to an Expedia staffer, it in fact does not. I therefore request that Expedia provide me with a refund equal to any resort fee that I eventually pay for my family's 3-day trip to NYC in April. I also request they include a clear indication of all fees whenever they list hotel prices, something they already do on some of their results pages
Here is the full text in question, copied from my itinerary page:
The below fees and deposits only apply if they are not included in your selected room rate.
You'll be asked to pay the following charges at the property:
Deposit: USD 45 per day
Resort fee: USD 39.11 per accommodation, per night
The resort fee includes:
Fitness center access
Business center/computer access
Internet access
Phone calls
We have included all charges provided to us by the property. We have included all charges provided to us by the property. However, charges can vary, for example, based on length of stay or the room you book.
The price shown above DOES NOT include any applicable hotel service fees, charges for optional incidentals (such as minibar snacks or telephone calls), or regulatory surcharges. The hotel will assess these fees, charges, and surcharges upon check-out.
Expedia.com Response
• Jan 07, 2020
January
7, 2020
Revdex.com
Alaska,
Oregon & Western Washington
Complaint
Department
Re:
Expedia Case #: ***
Dear
Revdex.com,
Thank
you for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our
attention.
Expedia
is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a hotel reservation. We understand Mr. is requesting a billing
adjustment equal a resort fee.
Our records indicate that on January 6, 2020, Mr.,
or an authorized user of his Expedia account, self-booked a hotel reservation
using Expedia’s website, under itinerary *** with stay at ***
***. Staying for two nights check-in on April 5, 2020 and
check-out April 8, 2020.
Upon
review, regarding the lodging information found online for ***, all content provided on Expedia.com is updated and managed by the
property directly; as such we have been able
to advise the customer prior to
completing the booking that Mr. would be asked to pay the following
charges at the property:
Deposit: USD 45 per day
Resort Fee: USD 39.11 per night
Expedia.com makes every effort to ensure that
our customers have a clear understanding of their selections and of the terms
and conditions associated with the travel items they are purchasing.
We provide
the selection details on several pages for the customer’s review including the
final payment screen.
Expedia.com serves as a third-party
agency for hotel providers; as such we must abide by and enforce the terms and
conditions set forth by our partners. Although we regret to hear that the hotel
did not meet the
customer’s expectations, we are unable to offer any additional
refunds or compensation for this reservation as the reservation was cancelled
with a full refund.
We thank you for allowing us the opportunity to
address the issues brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.
Sincerely,
Dez M
Corporate Correspondence Team
Customer Response
• Jan 08, 2020
Complaint: ***
I am rejecting this response because: For the second time, Expedia staff appear not to have read my original complaint or response. Their response does not address the original point that the information provided by them (not the hotel) misrepresents the charges. Details are available in my original message. Nor does it address the fact that I still have a pending reservation with a different hotel, which I made while relying on the information on the Expedia website, which Expedia now acknowledges is inaccurate. Further detail is available in my first rebuttal.
If Expedia continues to refuse to carefully read the information I provide, I see no point in proceeding, since it would seem that they are not paying sufficient attention or are acting in bad faith. What is Revdex.com's course of action when a business declines to participate fully in the Revdex.com process?
I booked a *** through Expedia and they canceled my return flight with a very short term notice without providing the service.
I contacted Expedia through the mail and got a reply in March 2018 saying that "We have received your partial refund request for your flight reservation with *** under itinerary number ***."
And in the followup mails, I got a reply again in the month of Nov, "We are truly sorry for what had transpired with your reservation. We regret any inconvenience that you encountered, and we would like to assure you that every reservation is important to us. We are sending this email to inform you that we are still coordinating with the authorized department of *** regarding your request. We will provide you an update once we received their email response."
I have all the follow-up emails from Expedia and it is a real inconvenience and frustration caused by Expedia with their service. I need my hard-earned money back.
Expedia.com Response
• Jan 07, 2020
January 6, 2020
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 flight. We understand *** is requesting a refund.
Our records indicate on January 26, 2019, ***, or a person authorized for the Expedia account, booked rountrip flights with ***, for travel from Baton Rouge, LA, USA to Chennai, India, departing on March 25, 2019 and returning on May 13, 2019.
The records show that the outbound flight was used. In April there was a major schedule change that affected the return flight and at least one of the segments were completely canceled. The airline did not have a similar flight option to provide to re-accommodate the travel and a refund was available.
We contacted the customer via the phone number and email address provided on April 24, 2019 and May 2, 2019. The customer contacted us back. The refund was accepted and requested of the airline. The airline advised of the refund being provided; however, on review the ticket refund was not processed.
We requested the refund be completed. The refund amount is $643.00. Please allow time for the processing to be completed by 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
Customer Response
• Jan 08, 2020
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.
Please find the attachment for the Refund bill provided to me by Expedia. This proves that Expedia got my money from *** but they are failing to provide the service to me.
I went on Expedia.com to make a 2 room reservation at a hotel in Austin, TX to visit family. I live in Illinois. The reservation was for 2 nights from 12/18/19-12/20/19. I canceled the reservation. I even have the confirmation email saying I canceled my reservation with Expedia since that’s who I booked it with. They said that it only canceled one room and that I should have hit the cancel button twice! What?!? I feel they are a scam and will take your money even if you cancel. I will never book with them again. They had me going back and forth between the hotel and Expedia. I talked to Expedia 3 different times. Each time, I spoke to someone different and each person had a different reason for me. No one can give me an answer. They’re just giving me the run around. I even have an email Confirmation that I would be receiving a refund of $119.32 and that the refund was in progress. It’s been 20 days. 15 of which are business days. I was told 7-10 days at first and then the last person told me I would’ve been refunded within 24 hours. I won’t ever book with those scammers again. Different stories from each person I spoke to at Expedia. It’s definitely a scam. I had to cancel my credit card because I’m afraid they’ll charge me again for no reason.
I don't know why this company has an A+ rating, it is a racket. Deceitful practices when booking (for hotels) and claims user error for dates when it is the system error (or a willful scheme to take people's money). The email confirmation goes to spam, while the "rate your trip" goes to inbox. Your money is gone unless you accept a "coupon" and all the rates for hotels are already spiked since now you have less time to book for a hotel you thought you booked and had secure for your trip. Therefore, unless you choose another hotel outside of the place you wanted to book, you will have to pay more money into the system even with your coupon. And surprise, surprise, the places you are looking at that are around the same price as your voucher are suddenly booked up, and not available, even though you refresh the page, and the rooms are still there with a "3 rooms available" or "2 rooms available" notification. Then while you check out the room, popups of how many other people are looking at this listing, to further the rush of buying something without proper documenting of what you're doing. Dark design all over the website. What type of business is this?!
Misleading representatives. I booked a flight for 4 people to lock in a "special rate." I was informed that I could make changes if necessary. When I attempted to make changes later that day, I was informed that I am not allowed to make changes during the first 24 hours which is also the time I was allowed to cancel the purchase (over $1,000.00). I fully planned to keep these tickets with the condition that I could make changes. On the following day (after the 24 hours expired) I then attempted to make the necessary changes and was informed that I am not allowed to make changes. I contacted Expedia to get some resolution and they allowed me to cancel one of the 4 passengers and gave me a $100.00 voucher or something. So basically, I'm out over $800.00! Be warned. They will tell you what you want to hear and then back stab you!!! I will never use Expedia again. I strongly suggest no one else does as well.
I booked two round trip airline tickets though Expedia at the cost of $339.00 each, plus purchased the Travel Guard Insurance at the cost of $24.00 for each ticket. The flight was scheduled for Aug 27, 2019 and was to return Aug 31, 2019. The invoice I received for Expedia /Travel Guard Insurance stated "TRIP CANCELATION 100% Trip Cost".
The trip was to see a dear friend graduate from Marine bootcamp and then he was being shipped out to Japan. On Aug 22, 2019 the United States Marine Corps notified me the graduation was moved to Aug 23, 2019. I was forced to cancel the two airline tickets.
I contacted Expedia and their Travel Guard insurance for the refund and provided them with the United States Marine Corps Letter with the change. Expedia/Travel Guard Insurance would not honor the refund, they claim this change does not fit the criteria for a refund. In order to use the Expedia Credit I would have to pay a $200 re-booking fee per ticket and only have $139 to use on the actual new tickets plus the tickets were non transferable to another person. I spent over 4 hours on the phone with Expedia and spoke to 6 people. After speaking to 4 people of which Kelly, Supervisor offered me $139.00 per ticket. I refused her offer and asked for Expedia Corporate Information. She refused to give me that information. She only gave me another phone number that put me back into the Expedia phone cycle where I spoke to two more representatives who were not able to process the request. Expedia/Travel Guard Insurance post fraudulent statements about their refund criteria. They are robbing the customer. Expedia hides behind the supposed "policy requirements" which they hide from the customer at the time of purchase. Expedia misleads the customer with false statements to make the sale. The Customer Service is condescending and useless, they claim to understand but do nothing, just pass you to the next person. The Supervisor Kelly needs to be FIRED!!!
January 15, 2020
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 July 19, 2019, ***, or a person authorized for the Expedia account, self-booked roundtrip flights via the Expedia.com website, for two passengers, with ***, traveling from Newark NJ to Savanah, GA, departing on august 27, 2019 and returning on August 31, 2019. Cancelation coverage plans with Travel Guard were also purchased.
The terms and conditions were provided, and accepted at the time of purchase.
The flight terms and conditions stated that the flight tickets were nonrefundable, but changes may be made within one year of the original purchase date, with restrictions, if cancelation is completed prior to departure, for a fee of $200.00 per ticket plus any fare difference.
The cancelation coverage terms and conditions stated that cancelation costs may be covered for cancelation due to specific events, and with restrictions. Travel Guard’s terms and conditions were further provided for review after purchase as well, from the online itinerary and an email purchase confirmation. The flight had a 24 hour free cancelation period and the coverage had a 10 day free cancelation period.
The records show that the flights were canceled by the customer in their online account on August 25, 2019. The terms and conditions of the flights were reiterated and accepted.
Expedia will not be able to provide compensation for standard flight costs or other travel expenses.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
Website advertised amenities (free airport shuttle service) for a hotel booked on the site. Contacted hotel to utilize service, informed no such service. Contacted Expedia customer service via phone and e-mail (numerous times) to gain reimbursement for incorrectly advertised services. 6 months has passed since initial contact, with no offer of resolution.
January 14, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a hotel reservation. We understand Ms. is requesting a refund of the airport
transportation as it was advertised as a free airport shuttle.
Our records indicate that on May 30, 2019, Ms., or an authorized user of his Expedia account, self-booked a hotel reservation using Expedia’s Mobile App, under itinerary ***, with
stay at the *** with check-in June 3, 2019 and check-out June 8, 2019.
Upon review, we advocated on Ms.’s behalf to obtain an approval for the refund she requested for EUR 120.00. However, we were not able to receive an approval to refund the transportation
from the property. Upon reviewing the terms and conditions made available to the customer at the time of booking, we have determined that the airport transfer stated a “surcharge” would be offered and
to call the property in advance to decide.
The services provided by Expedia to Ms. are that of a third-party booking agent, in this case the ***, is the merchant of record (i.e. the company who charged the customer’s
credit card) and as such accepted the funds for Ms.’s purchase. Therefore, we must follow the policies adhered by the hotel stated at the time of booking.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Dez M
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:No where on the booking site, at the time of my booking did it state there would be a surcharge. When I brought it to the attention of the hotel and Expedia, the website information was promptly changed.
Sincerely
Dear
I have had a non pleasant experience with my family last flight.
When we went to the airport to check in (***) as we could not check in before online through the website, we were told that our flight already departured.
I did not receive 1- any email flght change as I have received for my return ***- I have checked the app and no news, actually your page still shows teh original time NO the time change.
I have to buy new tickets *** (5 in total, aprox 730 USD-I attach mine as I cannot attach all of them) at the airport that I WANT EXPEDIA TO REFUND as this was a result of Expedia negligence.
Your attention to this is very well appreciated.
Best
January 12, 2020
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 June 2, 2019, ***, or a person authorized for the Expedia account, booked combined one way flights for five passengers for travel from Bogota, Columbia to Santa Marta, Columbia, departing with *** on December 25, 2019 and returning with *** on December 28, 2019.
The outbound flights with *** are sold by and serviced by ***. Expedia is a third party intermediary for travel suppliers, such as airlines. The terms and conditions of the flight are provided by the airline, as well as the contract of carriage. Expedia does not operate flights and we do not have control over the airlines schedule.
We contacted the airline on behalf of the customer. They stated that they had a schedule change, in which the departure time of the flight changed from 12:29 PM to 10:10 AM. The also stated that they advised the customer of the schedule change; and, it was accepted by the customer on September 18, 2019. When the flight was missed the tickets did not retain any further value for refund or exchange.
Expedia will not be able to provide compensation for flight costs or additional travel expenses.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
January 15, 2020
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 Revdex.com case number ***.
The flight selected with *** is a flight that is serviced directly by the airline. The airline is not required to provide updates to Expedia, and works directly with their passengers regarding schedule changes. The customer was advised:
Your flight booking is with a low cost airline and can only be changed or cancelled by contacting the airline directly. For convenience, you can select the airline from our online check-in page (Opens a new window) . Please note that Expedia may not be advised if you change or cancel your flight with your airline directly, or if the airline makes any changes to your flight schedule. These changes may not be reflected in your Expedia Itinerary, so please ensure that you also print out any subsequent itinerary change emails you receive directly from the airline.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
I appreciate Expedia efforts to diminish its part on this, always fine print put bad mouth taste on customers. My most basic questions is, what is Expedia business?
When I got to the counter of ***, they told me I need to contact Expedia. So, pointig fingers to each other and the customer is the ne geeting impacted. I am completely discouraged about this experience. I lost 730 USD for everybody is pointing to each other.
Sincerely
I booked a shore trip excursion from the port of Haifa to Jerusalem and Bethlehem, Israel with Expedia, Itinerary # ***. The tour operator did not show up to perform the tour.
Expedia refuses to refund the booking under the pretense that the tour operator is claiming that they performed the service.
I have the contact information of the other nine people waiting for the same tour operator and same shore trip excursion, if someone decides to investigate.
Thank you.
January 12, 2020
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 cruise excursion. We understand *** is requesting a refund.
Our records indicate on July 23, 2019, ***, or a person authorized for the Expedia account, booked the “8:00 AM, *** for November 13, 2019, for two passengers, with ***.
We contacted *** regarding the tour. They advised that the tour operator needed to change the tour date from November 13, 2019 to November 14, 2019. On October 15, 2019 they advised the customer of the change, and asked if they would like to take the tour on the date it was available. They said that the customer accepted the new date. They stated that on the date of the tour, the tour operator waited 45 minutes for their arrival before departing to the destination, and they would not be able to provide a refund waiver.
Expedia is unable to refund or provide compensation for activity costs or expenses.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
January 22, 2020
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 Revdex.com case number ***.
Expedia will not be able to contact persons with reservations that we were not a party to, and ask for their personal information. However, if *** is able to provide documentation including information, such as names, confirmation numbers, etcetera, pertaining to the reservations of the persons that were on the same tour/time as him, we will pass it on to the provider for their consideration. Any approval would come from the tour provider.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: It is my understanding that Expedia does not want to investigate this matter. I have provided more than enough information in order to have an investigation started and to prove that the tour operator did not show up at the ***, to pick up eleven passengers for the shore trip excursion, on November 14, 2019. At first, I thought that it will be an easy to solve misunderstanding in part of Expedia and its partners. But, it looks like the Expedia's customers do not get too much consideration according to the company policy.
Sincerely
I booked a hotel room through Expedia. The property looked nothing like the pictures online. I did not stay in the hotel and have requested a refund. I have been given a run around by Expedia as well as the hotel. It was a run down rat hole. I would have canceled sooner. But I had no way of knowing without seeing it after a 4 hour drive
January 13, 2020
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 hotel reservation refund request.
Our records show on October 19, 2019, Ms. booked a Pay Later hotel reservation on our website. A Pay Later reservation is a reservation in which the customer agrees to pay the hotel directly. The hotel will typically hold a full or partial deposit depending on the hotel policy. We understand from Ms.’s complaint she did not like the hotel room she was provided and mentions the pictures looked nothing like the ones she saw online. Ms. is requesting a full refund of the amount paid which was $40.66.
Upon researching the customer’s complaint we can confirm that only the hotel may decide if they will provide Ms. with a refund. We reached out to the hotel to advocate on Ms. behalf and were denied any refund. Since the hotel is the one that charges and not Expedia, we are unable to provide any type of refund. Ms. accepted the Terms of Use which are provided below. I have attached a screenshot of the type of booking Ms. agreed to when she booked online. I have also attached an email Ms. sent to Expedia threatening legal action if she was not refunded. See attachment.
TERMS AND CONDITIONS
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.
If you select “Pay Later at the Hotel”, the hotel will charge your credit card in the local currency at the time of your stay. Please note that taxes and fees vary between the two payment options. Tax rates and foreign exchange rates could change in the time between booking and stay.
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.
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Ms. encountered in resolving this matter. As previously mentioned Expedia will not provide a refund. In the future our customers are asked to read the comments left by previous guests of the hotel and read reviews of the location before completing a booking. As a courtesy I have provided a $50.00 Expedia Hotel coupon which has been added to Ms.’s Expedia account. This coupon is only able to be used on Pay Now hotel reservations.
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 Customer Support
Complaint: ***
I am rejecting this response because: I have talked with the hotel and they say I since I didn’t cancel 24 hours prior to my reservation, they cannot issue a refund. I would have canceled had I known the property was nothing like the pictures advertised on Expedia. I only found this out after a 3 1/2 hour drive. I was misled by the false advertising online. I should not have to pay for a room I would not allow my dog to stay in.
Sincerely
Booked hotel online 12/9/19-Itinerary#***-***-12/22-12/26-recv'd travel confirmation from Expedia.On 12/21,contacted hotel to confirm my reservation,told they do not have any reservation for me,& are fully booked, referred me back to Expedia.Immediately contacted Expedia Customer Service who told me they would contact hotel to obtain the confirmation,after 1 hr.on the phone,I was told to call back as hotel hasn't received the confirmation yet. After an additional 4hrs on a phonecall to Expedia, still no confirmation.Also contacted hotel to try to obtain the confirmation until hotel refused to even accept my phonecalls.I was finally transferred to Expedia Relocation Dept.where that rep was still unable to confirm my reservation with *** afte she proceeded to make accomodations in a "similar" rated hotel & provided a confirmation.Arrived at hotel on 12/22,as elevator opened to my floor,was greeted by an over pungent smell of marijuana which I immediately reported to the front desk,was told they would investigate.For the next 3 days-this smell was continuous,covering our noses as my family,along with my 13yr old daughter having to smell this.Front desk kept saying Security would look into it, but no resolve.They were unable to change my room,only King size beds available and I had a party of 3.Lights in the hotel room were dim as night-lites, and loud noise from ongoing construction with jack hammers starting at 7am. On 12/26,elevator was stuck and wouldnt move from my floor, hotel maintenance was able to override and bring us to 3rd floor.We had to walk downstairs to a flooded lobby-a pipe busted&we had to walk thru the water up to our ankles,the ceiling over the reservation area had collapsed & fell in.Contacted Expedia Re:this issue&2 other issues requiring refunds,rep@Expedia/Relocation Dept told me they dont do refunds,offered a coupon credit,I Requested a mgr to contact me since 1/2/20,no call as of yet.The 2 other issues were refunded.
January 15, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint 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 Ms. ***, Revdex.com case number *** regarding a refund. We understand that Ms. is seeking a refund for the hotel that she was relocated to.
Our records indicate on December 10, 2019, Ms. *** or an authorized user of the account booked a four night reservation *** checking in on December 22, 2019 and checking out on December 26, 2019 via itinerary ***. A confirmation was emailed to the email address on file and it was opened once.
On December 21, 2019, Ms. called in and advised she called the hotel to confirm her reservation but the hotel could not locate her reservation. Our representative called the hotel and they could not locate the reservation. The representative sent the hotel a fax and an email of the reservation and they asked that we call them back in 10 minutes for confirmation.
On January 9, 2020, I called and spoke with Ms. so that I could understand exactly what transpired. I asked Ms. to email me a copy of the photographs and the receipt from her ***, that was more expensive than our tour who advised her vouchers had been used. After speaking with her I was able to see that a refund of $335.13 was issued on January 2, 2020. I called ***, New York (***) and they advised the hotel reservation was not used, it was interfaced on December 21, 2019 and they authorized Expedia to refund the no show fee of $335.13. Expedia relocated Ms. to the ***. I telephoned the *** (***) and they advised they issued the customer a refund of $183.60 for all the problems. I spoke with the Reservation Manager and she authorized me to issue a refund for 50% ($370.12 a day x 2) $740.23.
After further review on January 14, 2020, called relocations and they advised that they applied the $250.00 voucher to the customer account for the hotel relocation. They advised that their relocations are final and advised when a customer has problem after being relocated she needed to contact Relocations. I contacted Ms. and advised I needed the pdf of the day tour in order to calculate the difference she paid. Advised once received I would issue a refund for the difference. The hotel authorized a refund for 50% which totaled $740.23 and the *** receipt that the customer paid $357.39, the difference in the original cost is $88.64, issued a refund for a total of $828.87.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, activities and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the vendors.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Di-Di FCorporate 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.
There is a lot that transpired that has been left out by Expedia, however the bottom line of the refunded amount has been accepted although I feel strongly I should have been entitled to a full refund on the hotel, I will cut my loss and close this issue to put it behind me. I appreciate Didi taking the time to mediate this, and hopefully other customers will not have to endure what my family & I did.
Sincerely
I made a hotel reservation for 1/5 to 1/7 using expedia web site. I needed to change the date to 1/24 to 1/26. So I contacted expedia the same day to change the reservation. I received a email from expedia stating that my litnerary was updated to 1/24 to 1/26. I received a bill from the hotel in the amount of $ 389.68 for the cancelation dates of 1/5 to 1/7 dates. I called expedia and the refuse to take responsibility
January 9, 2020
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 September 27, 2019, ***, or a person authorized for the Expedia account, booked a two night stay with ***. for check in on January 5, 2020.
Charges for the reservation selected were being billed ***. directly. No charges were billed by Expedia.
The terms and conditions provided by the supplier and accepted by the customer at booking, stated:
· Cancellations or changes made after 6:00 PM local hotel time, Thursday, January 2, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.
· If you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.
The customer contacted Expedia on January 6, 2020 requesting to change the date of the stay. At the time of the call, the reservation booked was already into the second night, changes could not be made and the penalty was already incurred. Expedia is unable to provide compensation for standard hotel costs and fees.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Sincerely
Complaint: ***
I am rejecting this response because:
Sincerely,
***
They never had the itinerary so how could could they cancel the 5/2002 t0 7/2002 which I had to pay for. They request from me the itinerary so I sent it in a e- mail.
I will contact the CEO of expedia to see if this can be resolved
Thanks
Purchased a trip. The price was suppose to include all charges. The hotel added over $500 to one room but not the other and when this was questioned, they said too bad, contact your travel agent. I contacted Expedia many times and got a different story every time. I was hung up on multiple times. They refused to address the issue with the hotel, as they said they called the hotel, which denied adding any charges. Sent them the receipt with the charges on it, and they did nothing to help.
January 7, 2020
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 hotel charges. We understand *** is requesting a refund.
Our records indicate on April 8, 2019, ***, or a person authorized for the Expedia account, booked a package for three people traveling from Philadelphia, PA to San Juan, PR, departing on December 26, 2019 and returning on January 1, 2020, with two rooms at the ***.
After travel, the customer contacted Expedia stating that they were charged extra fees on one room, but not on the other. They provided documents that appeared to be hotel folios. One showed charges for “Hotel Tariff” of $86.90 per night.
We contacted the hotel on behalf of the customer. They advised that “Hotel Tariff” charges are resort fees; and, at this time when they view the billing for the rooms they do not have resort fees charged.
We requested the hotel to send us a copy of the guest folios showing there are no resort fees. The hotel advised they cannot send copies of guest folios to Expedia, as they are for charges that are between the guest and the hotel. They further advised that the guest may contact them directly to discuss the charges or get copies if needed.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
I am Expedia Gold member and we booked the vacation apartment through Expedia for winter holidays for 5 nights during December (Itinerary #***). While the apartment was close the center, it was just not inhabitable and just horrible conditions. Broken shower, broken and dirty beds, humid rooms, etc. The stay was unacceptable by our family and we moved out after staying 1 night to different hotel for the rest 4 nights. Right next day I contacted owner and informed we are moving out and asked for refund for remaining 4 nights, they agreed. Also I contacted Expedia and told them that I out from that terrible apartment and asked them to cancel my stay and get the refund. Expedia contacted the owner and told me that I will get my refund with no problem. It turns out Expedia did not initiate the cancellation from their side since I was not able to do from Expedia app. Expedia had to cancel my stay and refund, they did not. Few days later, once I see that I dont have the refund I contacted owner of the apartment again, they told me that Expedia did not cancel my stay and they have to refund me. I contacted Expedia, now Expedia telling me owner should refund and they are not responsible. This type of back and forth is so unacceptable. What is happening now ?? Owner and Expedia could not communicate with each other and I am as a gold member of Expedia suffering with this bad customer service? Expedia I have all the chat screenshots, you were telling me I am receiving $527 refund, so I should not worry about anything. Now because of your mistake (and you didn't cancel my stay) you are wasting my time telling go and deal with property manager. Why did I book it through Expedia then ? Just to go and deal with property manager directly, how come ? Related the property I have already left the real review and if you are curious I can give full picture of how horrible was that apartment to stay with kids. I hope I will not deal with Expedia anymore.
Good luck!
January 15, 2020
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 December 6, 2019, ***, or a person authorized for the Expedia account, booked five nights in an apartment next to ***, for check in on December 24, 2019.
The customer contacted us and advised that he departed the apartment on December 25, 2019 in the afternoon and was not satisfied with the unit. We contacted the vendor with the complaint. In the coming days we were advised that the vendor was not allowing a refund.
We are sorry to hear that the unit was not provided as expected. As a gesture of goodwill, we added a coupon to the customer’s Expedia account that may be used for up to $400.00 off of a prepaid hotel or hotel package booked in their account within the next year. The coupon and its terms and conditions may be viewed in the customers account.
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. While the fact that the vendor was not allowing a refund, is completely not true (attached chat transcript stating they agreed immediately to refund), I find that this resolution is satisfactory to me.
Sincerely
On 11/21 when I arrived at SeaTac airport to check-in for my Dubai flight, I was informed by the counter agent that due to my passport expiring on 1/20/2020 I will not be admitted into UAE because my passport expires within 3 months. Consequently, I called Expedia and after a 174-minute call, the CSR (customer service rep) advised I can change my ticket to depart later that evening with a stopover at JFK then Dubai. However, they said they can't cancel the ticket for me because I checked-in online and my ticket is now in Emirates' control.
The CSR asked me to call back in 2 hours, when the ticket will be released back to Expedia.
I waited 2 hours and called Expedia back, and in this 62 min call I had to explain everything all over again. By then my original flight already departed and I'm still stuck at the airport waiting for Expedia to provide some support to us. After 4 hours since the initial call, Expedia informed me that the flight to Mauritius via JFK/Dubai is no longer available! Furthermore, it was only then when the CSR told me we will lose $600 per ticket because we were "no-show" for our original flight! The CSR then went on to explain Expedia was not able to change the ticket because apparently Emirates ticketing desk was closed, and we were told we are better off booking another ticket ourselves and we will receive an Emirate travel voucher later, with $600 penalty on each ticket.
I don't believe it's fair that we have to lose $1200 from "no-show" fee because we did not board our original flight given Expedia's advice. After the trip when I complained to Expedia in writing of this ordeal, their response was "Even though you book through Expedia, the one who collects the money is the vendor." It appears this business process is engineered to prevent any liability from the travel agent or the airline, as the consumer have no one to turn to for support when thing goes south. This is a business malpractice where there are zero consumer protection.
January 6, 2020
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 August 20, 2019, ***, or a person authorized for the Expedia account, booked flights for two adults and a baby with *** to travel from Seattle, WA, USA to Dubai, *** on November 21, 2019, then on to Mahebourg, Mauritius on November 24, 2019, and return on December 2, 2019.
We received a call just prior to departure of the flight. The customer stated that they had been unable to board the flight due to issues with their travel documents. The customer requested a change that could not be completed at that time, as the airline had already began check in af the tickets on time, and tickets were still in update.
According to the fare rules of the tickets, the flight reservation is considered “No Showed” if boarding is not completed at least one hour prior to the flight departure time. That time had already passed when the customer requested to make changes. Although the customer missed the flights, they may still make changes to the ticket as per the fare rules. The fees to complete the change are higher after the reservation is considered no showed than they are if changes are made prior to that time. Restrictions apply to making changes and the tickets have a limited time of validity.
At the time of purchase the customer was provided the website Terms of Use. They included:
INTERNATIONAL TRAVEL
You are responsible for ensuring that you meet foreign entry requirements and that your travel documents, such as passports and visas (transit, business, tourist, and otherwise), are in order and any other foreign entry requirements are met. Expedia has no special knowledge regarding foreign entry requirements or travel documents. We urge customers to review travel prohibitions, warnings, announcements, and advisories issued by the relevant governments prior to booking travel to international destinations.
Passport and Visa: You must consult the relevant Embassy or Consulate for this information. Requirements may change and you should check for up-to-date information before booking and departure. We accept no liability if you are refused entry onto a flight or into any country due to your failure to carry the correct and adequate passport, visa, or other travel documents required by any airline, authority, or country, including countries you may just be transiting through. This includes all stops made by the aircraft, even if you do not leave the aircraft or airport.
We will not be able to provide compensation for standard change or no show fees, or other travel expenses.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
1. In late September I booked a trip *** through Expedia. I never received a confirmation. This has been confirmed by an expedia rep named Anna R. I have the details.
2. On Dec 4 I received a notice from *** re my *** portion of the trip. (Did I want to upgrade?) I then searched for the confirmation # from Expedia. no luck.
3. I then called Expedia. The customer service rep informed me "you have cancelled that trip." I said I did not and asked to speak to a manager (this took a long time of the customer service rep investigating. THe manager then told me the same thing. He had no record ofmy trip even though I told him I had received confirmation for HALF of my trip already. I then booked another flight *** on his direction that Expedia had no record of a trip.
4. On Dec 31 I received two notifications. One from *** (mystery trip that Expedia claimed was cancelled), and one from CA.
5. You will have the records of all my emails, tweets etc to Expedia about this. It turns out in fact the trip had NOT been cancelled, it was just that it was Expedia TD for Rewards not Expedia. They sent me to Expedia for Rewards.
6. I have records that the trip was confirmed and paid for form my September Visa statement, smething I couldn't access in December when I was in Kingston, Jamaica, but have subsequently confirmed.
7. The fact is , Expedia told me it was cancelled and had me book a second flight. A quick check by the 3rd person I talked to via Messenger on Jan 3 confirmed that they had made an error.
January 7, 2020
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 September 30, 2019, ***, or a person authorized for their Expedia.com account, booked a roundtrip flight with *** via the Expedia.com website, for travel from Kingston, Jamaica to Toronto, ON, Canada, departing on December 22, 2019, and returning on January 1, 2020, via itinerary ***.
On the same date, the customer canceled the flight on itinerary *** via the Expedia.com website in their customer account.
Also on September 30, 2019, the customer booked combined one way flights online, via the Expedia for TD website, in their customer account there. The flights were for travel from Kingston, Jamaica to Toronto, ON, Canada, departing with *** on December 22, 2019, and returning with *** on January 1, 2020.
On December 2, 2019 the customer called Expedia.com and requested confirmation of their itinerary for travel starting on December 22, 2019. The agent assisting correctly verified regarding itinerary ***, that the flights were canceled and the ticket was voided. There were no charges for this flight that were not refunded.
The customer purchased a third flight itinerary. This one was with Expedia.com, for a one way flight with ***, traveling from Toronto, ON, Canada to Kingston, Jamaica, departing on January 1, 2020, via Expedia.com itinerary ***.
The status of the tickets the customer purchased on the Expedia for TD itinerary, number ***, are used for the outbound flight on December 22, 2019, and open for the return flight for travel on January 1, 2020.
The status of the customers ticket purchased on the Expedia.com itinerary, number ***, for one way travel on January 1, 2020 is used.
There were no duplicate purchases found in either account for the travel date of December 22, 2019.
The flight the customer purchased on September 30, 2019 with ***, via Expedia for *** was nonrefundable. It was not canceled prior to the travel date and was marked by *** as a No Show. The flight currently has no value for exchange.
Expedia for *** will not be able to refund the customer for the return flight that was purchased, and not used or canceled. The terms and conditions of the flight were provided at the time of booking and accepted when the purchase was completed. They were also available after purchase via an online itinerary and an email purchase confirmation.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
A hotel reservation was made through Expedia. The hotel was the wrong hotel in the wrong state. Called Expedia immediately and reported the error. Never heard anything more from Expedia. Got my *** bill and saw a charge for *** in Kingsland, GA. Expedia says that there is nothing that they can do. That I will have to pay the $275.07 charge for a hotel room booked in error and cancelled through Expedia.
January 7, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from Ms. ***. Expedia, Inc. is responding to the consumer complaint from Ms. (***) regarding a hotel refund request.
On November 1, 2019, the customer or an authorized user self-booked a hotel reservation for one night via itinerary number ***. The total amount paid for the night was $257.07USD. We understand from Ms.’s complaint the person who booked the reservation made a mistake and booked the hotel in the wrong state. Ms. mentions the user immediately tried to cancel the reservation and mentions they called Expedia and never heard anything more from Expedia.
After researching this case I have confirmed that the customer or authorized user who booked the reservation booked a non-refundable reservation. This means that even if the customer attempted to cancel immediately the reservation would not be refunded unless authorized by the hotel. On the same day of November 1, 2019, the customer called Expedia and an agent was able to reach a hotel agent who did not authorize a refund. The customer was made aware by email and I have attached the email on this case.
I have also reviewed a call which Ms. made on January 6, 2020. During the call the agent advised Ms. that the hotel did not authorize a refund and no amount could be refunded. Ms. became upset and told the agent she would "blast us and the hotel" on every website that she could.
As you may know, Expedia.com acts as a third party intermediary for airlines, car rental companies, and hotels. We are unable to change rules imposed by the hotel. Furthermore, when using our website the customer accepts the Terms of Use which mentions the information below.
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services.
LIABILITY DISCLAIMER
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia 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.
Expedia has reviewed all of the customer’s concerns. We contacted the hotel multiple times inquiring on this case and advocated on Ms.’s behalf. The hotel has not authorized a refund. We have determined no refund will be provided since Ms. or an authorized user accepted the terms before completing the booking.
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:
Sincerely,
***
I worked with one young man, Francis J *, at Expedia who was exceedingly polite and did try his very best for me. After the hotel rejected his request, I decided to give it one more try, as $275.07 for absolutely nothing, is a real hardship. I called the Expedia number for "escalating" the issue. This young man was condescending and rude and completely unhelpful. I absolutely lost my temper with him because of his attitude toward me more so than the information he was imparting. I am a long time Expedia customer. I probably did say something to the effect of "blasting" them. The thing is, Expedia has helped me get refunds for "unrefundable" hotel rooms and even airline tickets in the past so I know that it is possible. I wanted to escalate the issue in hopes of finding someone higher up at Expedia who might be able to influence the hotel.
I booked a return flight. I didn't take the outbound flight (I had to leave earlier than planned). Expedia told then (1) that the return flight was canceled, (2) that I would not be reimbursed and (3) that I have to book a new return flight. Upon checking in at the airport, the agent tells me that I'm booked twice, which means that my initial return flight was actually still valid and that I didn't need to buy a new ticket. So Expedia made me buy an unnecessary ticket.
January 7, 2020
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.
We did not locate either of the flight itineraries mentioned in the complaint. If the customer can provide the itinerary numbers and any needed documentation we will review further.
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
January 9, 2020
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.
On October 14, 2019, ***, or a person authorized for their account, booked roundtrip flights for two passengers with ***, traveling from New York, NY to Paris, France, departing on December 20, 2019 with American airlines, and returning on January 2, 2020 with ***.
On December 20, 2019 *** utilized his ticket. *** did not utilize his ticket; and, the airline marked the ticket as a “No Show”. No Show is a term used to describe a flight reservation, or ticket, that was missed.
According to the fare rules of the air fare purchased, whether the reservation is used or missed it has no value for exchange or refund. As such, a refund is not available. Expedia is not able to compensate Mr. for standard flight charges.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
I rented a car via the Expedia website from ***, Mexico City, pick up 4 January 2020 and return on 27 January (Expedia Confirmation #***). The rental amount was US$52.51. I also purchased an Expedia Collision Damage Plan for US$264 (POLICY # ***), to cover the compulsory CDW insurance requirement in Mexico. The combined cost of the rental and insurance was about the same as what I was quoted on other sites like ***.
When I went to pick up my car on 4 January, I was told that *** doesn't accept Expedia insurance and that I couldn't rent the car without taking out the CDW. This cost me an additional USD$455!! I was also told that Expedia knew that *** doesn't accept Expedia insurance, and that Expedia shouldn't be selling it!
Why is Expedia selling insurance to consumers that won't be accepted by rental agencies? I tried to contact Expedia about this, but have received no resolution.
January 7, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint 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 Ms. ***, Revdex.com case number *** regarding a refund. We understand that Ms. is seeking a refund for the vehicle protection.
Our records indicate on September 15, 2019, Ms. or an authorized user of the account booked a 23-day rental reservation with ***, picking up the car on January 4, 2020 and returning it on January 27, 2020 via itinerary ***. Ms. or an authorized user of the account also booked 23 days of the Collision Damage Plan via itinerary ***.
On January 5, 2020, the customer communicated with our Social Media Team and advised ten that she wanted to cancel insurance because *** would not honor it when she rented the vehicle. Our representative tried to contact *** but was unable to reach. The customer complained that she wasted the entire morning and wanted her money back for the insurance.
From January 4-6, 2020, there were numerous from Expedia to Ms., Ms. to Expedia and Expedia to the ***. The emails to *** were trying to confirm if *** accepted our Collision Damage Plan. The emails to Ms. advised of our communication attempts with ***. Eventually, *** email their decision which declined authorizing Expedia to refund for the protection.
After further review on January 7, 2020, I called *** and they advised that they do not accept our vehicle protection. In review of the account a refund has been issued for the Collision Damage Plan in the amount of $264.00. The refund was issued to *** ending *** and will appear in three to seven business days. Since Ms. accepted *** protection at their counter Expedia is not able to issue a refund for their coverage.
In addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, activities and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the vendors.
Based on the above Expedia is not able to honor any additional refund amount`. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Di-Di FCorporate Correspondence Team
Complaint: ***
I am rejecting this response because it is unethical and immoral, if not illegal, to be purporting to sell insurance to consumers that Expedia knows will not be honoured by companies. How are consumers to know whether or not a rental company will accept the insurance that Expedia is selling? I purchased the Expedia insurance in good faith, 3 weeks in advance of picking up the vehicle, thinking that I was buying it from a reputable company. Having completed numerous rentals with ***, where the promised insurance is actually included, I had no reason to doubt that the insurance would not be accepted.
I booked the vehicle on the Expedia site on 15 September 2019, more than 3 months prior to pick up. As I indicated in my original email, had I booked the car via ***, I would have paid about the same amount. Attached is a *** quote for the same vehicle, for 23 days rental, pick up in Mexico City and drop off in Mexico City Airport, for April (3 months is advance). You will see that the total cost is AUD$566.98 (USD$389), including CDW insurance.
Because of Expedia's unethical sales tactics, I booked through Expedia rather than through *** and I ended up paying double that price. I believe that, because Expedia knowingly sold me a product that it knew would not be honoured and mislead and deceived me into thinking that it would be honoured, Expedia should compensate me for the additional amount that I have paid for this rental.
Sincerely
Expedia gives contradictory information about resort fees at NYC hotels. I'm looking at a hotel I booked, and the Expedia page says the resort fee only applies if it's not included in the room rate. The only indication on the page of whether it is included is the fact that the page uses the word "total," and this: "We have included all charges provided to us by the property."
However, when I spoke to Sarah at Expedia (she wouldn't provide her last name), she said the resort fees are not included in the "total" of $1,116.04 that appears at the top of the page.
To sum up, there are two clear indications that the "total" includes all fees, but according to an Expedia staffer, it in fact does not. I therefore request that Expedia provide me with a refund equal to any resort fee that I eventually pay for my family's 3-day trip to NYC in April. I also request they include a clear indication of all fees whenever they list hotel prices, something they already do on some of their results pages
Here is the full text in question, copied from my itinerary page:
The below fees and deposits only apply if they are not included in your selected room rate.
You'll be asked to pay the following charges at the property:
Deposit: USD 45 per day
Resort fee: USD 39.11 per accommodation, per night
The resort fee includes:
Fitness center access
Business center/computer access
Internet access
Phone calls
We have included all charges provided to us by the property. We have included all charges provided to us by the property. However, charges can vary, for example, based on length of stay or the room you book.
The price shown above DOES NOT include any applicable hotel service fees, charges for optional incidentals (such as minibar snacks or telephone calls), or regulatory surcharges. The hotel will assess these fees, charges, and surcharges upon check-out.
January
7, 2020
Revdex.com
Alaska,
Oregon & Western Washington
Complaint
Department
Re:
Expedia Case #: ***
Dear
Revdex.com,
Thank
you for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our
attention.
Expedia
is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a hotel reservation. We understand Mr. is requesting a billing
adjustment equal a resort fee.
Our records indicate that on January 6, 2020, Mr.,
or an authorized user of his Expedia account, self-booked a hotel reservation
using Expedia’s website, under itinerary *** with stay at ***
***. Staying for two nights check-in on April 5, 2020 and
check-out April 8, 2020.
Upon
review, regarding the lodging information found online for ***, all content provided on Expedia.com is updated and managed by the
property directly; as such we have been able
to advise the customer prior to
completing the booking that Mr. would be asked to pay the following
charges at the property:
Deposit: USD 45 per day
Resort Fee: USD 39.11 per night
Expedia.com makes every effort to ensure that
our customers have a clear understanding of their selections and of the terms
and conditions associated with the travel items they are purchasing.
We provide
the selection details on several pages for the customer’s review including the
final payment screen.
Expedia.com serves as a third-party
agency for hotel providers; as such we must abide by and enforce the terms and
conditions set forth by our partners. Although we regret to hear that the hotel
did not meet the
customer’s expectations, we are unable to offer any additional
refunds or compensation for this reservation as the reservation was cancelled
with a full refund.
We thank you for allowing us the opportunity to
address the issues brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.
Sincerely,
Dez M
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: For the second time, Expedia staff appear not to have read my original complaint or response. Their response does not address the original point that the information provided by them (not the hotel) misrepresents the charges. Details are available in my original message. Nor does it address the fact that I still have a pending reservation with a different hotel, which I made while relying on the information on the Expedia website, which Expedia now acknowledges is inaccurate. Further detail is available in my first rebuttal.
If Expedia continues to refuse to carefully read the information I provide, I see no point in proceeding, since it would seem that they are not paying sufficient attention or are acting in bad faith. What is Revdex.com's course of action when a business declines to participate fully in the Revdex.com process?
Sincerely
I booked a *** through Expedia and they canceled my return flight with a very short term notice without providing the service.
I contacted Expedia through the mail and got a reply in March 2018 saying that "We have received your partial refund request for your flight reservation with *** under itinerary number ***."
And in the followup mails, I got a reply again in the month of Nov, "We are truly sorry for what had transpired with your reservation. We regret any inconvenience that you encountered, and we would like to assure you that every reservation is important to us. We are sending this email to inform you that we are still coordinating with the authorized department of *** regarding your request. We will provide you an update once we received their email response."
I have all the follow-up emails from Expedia and it is a real inconvenience and frustration caused by Expedia with their service. I need my hard-earned money back.
January 6, 2020
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 flight. We understand *** is requesting a refund.
Our records indicate on January 26, 2019, ***, or a person authorized for the Expedia account, booked rountrip flights with ***, for travel from Baton Rouge, LA, USA to Chennai, India, departing on March 25, 2019 and returning on May 13, 2019.
The records show that the outbound flight was used. In April there was a major schedule change that affected the return flight and at least one of the segments were completely canceled. The airline did not have a similar flight option to provide to re-accommodate the travel and a refund was available.
We contacted the customer via the phone number and email address provided on April 24, 2019 and May 2, 2019. The customer contacted us back. The refund was accepted and requested of the airline. The airline advised of the refund being provided; however, on review the ticket refund was not processed.
We requested the refund be completed. The refund amount is $643.00. Please allow time for the processing to be completed by 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
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.
Please find the attachment for the Refund bill provided to me by Expedia. This proves that Expedia got my money from *** but they are failing to provide the service to me.
Sincerely
the worst customer service I've ever had.
not professional and total scam