I had a horrible experience with expedia where I booked a flight through them on *** airlines. *** changed my fligh two times and the second time they changed my return flight and they did not offer me a reasonable alternative. They wanted me to spend 12 hours in the airport and they did not have any options. They only were willing to refund a small amount of tje ticket I paid and that amount does not get me a difference return that suits me. I am teally disappointed with both expedia and *** for letting me go through all this. Please be warned when you book through expedia or ***.
Somewhere around just after 12am Sun Jan5th I changed searches for RT flight from ROC to DEN from already having checked on ***, ***, ***, ***, ***...and checked Expedia.com. The price on *** and Expedia both were $213-214 at best while the others were in the high $300's.
Of course, this made me stay with checking on Expedia and I began the booking process. But then after choosing the return flight it suddenly changed the total price to $396 or so. *** did the same. With both commenting that "prices are subject to change...and you'd better book now before they change again" (essentially).
I waited and checked ***s directly and their price was $398. After at least 30min I went back and the very same $214 price showed and then the very same bump happened once booking was started and a return flight shown. This is false advertising..."bait and switch" tactics. It happened again exactly the same way when I was on the phone with conner in Tier 1 at Expedia's Customer Service center (after being switched from Aya in reservations)...calls were recorded by them - which I verified with her before proceeding.
Conner indicated Expedia would escalate the problem if I had a screenshot of the $214 price and at some point mentioned they would, I think, offer the flight for the price shown...but then he went on and checked himself and the same $214 showed. We both processed some sample choices and the system , now 1+ hrs after it had prior known and indicated the $214 fare was changed to $396...was then over an hour later still somehow presenting the fare a $214, as if their (Expedia and *** both, clearly using same search engine based on the pop up indicator of $396 bump afterward being identical) - making it appear their pricing is better than other sites.
If the system knew 1+ hr prior of the bump then how is this robust, always searching and sensitive to changes type system not presenting/promoting/being honest
Expedia.com Response
• Jan 06, 2020
January 6, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight reservation. We understand Mr. is requesting a store credit as he
incurred a price increase from $214.00 to $396.00 in the process of booking a flight from Rochester, NY to Denver, CO and was unsuccessful.
Upon review, we show as with all online travel companies, Expedia works from live inventory. This means that Expedia and the airlines themselves book from the same inventory pool. Occasionally,
more than one customer may be searching for the same flights on any number of websites. Once a flight is purchased, the airline updates its inventory, and as options sell out, the pricing and availability
are subject to change. Expedia does not guarantee pricing until a purchase is booked and fully paid. The inventory is updated regularly as purchases are made and prices change. These updates are
directly linked to the vendors’ availability.
We verified that no transaction did not go through as there was a price hike on the reservation and that your account was not authorized the amount of $396.00. Therefore, we cannot honor any future
credits as we show the flight was never confirmed.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Dez M
Corporate Correspondence Team
Tell us why here...
Customer Response
• Jan 07, 2020
Complaint: ***
I am rejecting this response because:
I don't need Expedia's "credit" - I agree, I didn't purchase anything. The credit would've been a nice gesture on Expedia's part to recognize the validity of my complaint. I don't care about or want your $$ really. The point is the principal of the matter and your response is complete rubbish and seems like a canned scripted type self-protective response.If what you're saying were true then 1+ hr later we'd also find those very same search engines producing a lag in accurate information for all the other travel search engines out there and of course at ***s itself. THAT WAS NOT THE CASE. Of several sites I checked ONLY Expedia and *** were creating or at least allowing what appears a "Bait and switch" tactic of promoting a really inexpensive flight cost only to discover upon further booking actions that it was nearly 200% that cost. If what you're saying were true then why did ***s itself and other online booking sites like *** and *** accurately reflect the $396 pricing even the very first time? Your site , even after itself indicated the price had changed within a minute (from 1st check to actual booking attempt) - which yes, then could legitimately be due to online consumer booking actions creating "on the fly" changes within seat availability and pricing schemes/structure...but then it "happened" to repeat the exact same pricing fluctuations...EXACT - even 1+ hours later.
That is complete inaccuracy and dishonesty. You are duping the public. The tobacco manufacturers also told us cigarettes were safe yet internally they knew differently. Same for car manufacturers. The evidence on this appears too strong to accept your claim of innocent fluctuations due to online booking affecting your offerings. Not when other comparable sites and ***s (the very source of your data on ***) had it right from the very beginning.
Even if Expedia and *** on the 2nd try 1+ hr later had shown different prices than the 1st time on available fares and then the "sudden" change of actual pricing your statement would be far more believable. But the online pricing was exactly the same sequence from $221 or whatever it was to $396. The public is not so stupid as to believe that those exact #'s would "happen" to pop up 1+ hours later with "all the online booking going on" that influences your fares and seats availability etc.
Come on...your "seats left" sales copy is so "sensitive" that it pushes us to want to purchase out of demand risking losing the seat. It's not lagging so much. You can't claim a robust system that offers "up to date" info so that you appeal to customers looking to make accurate purchases and then claim that your system didn't update itself 1+ hr later with the data of pricing increases that Expedia itself pronounced an hour earlier.
You've lost a customer for life and I'll be happy to share this episode with whomever I come in contact with looking for travel info. I hope this info is posted so the public can see how Expedia and *** really operate. Clean up your systems. Have more integrity. Stop lying to us - other sites had it all right. Why couldn't yours? You drew me in and wasted my time with false information. Bait and Switch....whether unintentional or "looking the other way" on timing of data updates that could've/should've been done...or just INFERIOR systems - your competitors had it right, from the very beginning. Looks like you all were drawing customers into your site by posting unusually low "best price available" hoping some might actually still stay and "quickly book the flight while here on Expediua before the fare goes up again"...which is essentially the language used in the warning pop up that occurred when the price change was 1st shown.
You'd been a respected brand and my very first go to for decades with travel purchasing. Shame on you for accepting or using dishonest or even just poor quality business practices that put you out of integrity with what you claim to be to the public!!!
I booked the hotel *** through Expedia from Dec 27 2019 to Jan 3 2020 based on the pictures that were posted on Expedia. However, when we arrived at the hotel, my wife and I immediately realized that the pictures of rooms on Expedia are sham, deceptive, and not representative of the place. The place was like a bad youth hostel, a moldy dump with terrible smell and filthy furniture and bathroom. Please see below reasons.
1) No elevators. The second floor apparently is like 4th floor in terms of stairs and no elevator
2) the entire hotel and my room particularly had unbearable mold smell.
3) the bathroom smells much worse than the room (mold smell)
4) There appeared to be a broken down AC unit, AC does not even work. Also no heating
5) The furniture were very old, smelly, and stained everywhere!
6) the bed in the upstairs area was tiny, as smelly as the furniture, and cannot stand up in that area.
7) to take a shower, you have to press a shower button at least 15-20min in advance! (Remember it is in ***)
8) No towels or any amenities provided (not even shampoo)
We asked refund for the *** since we were there for max 30 minutes, but they refused. Nevertheless, we could not stay there, and we ended up bookings another hotel and spent another $2,000.
We talked to the Expedia customer service several times, and sent them the pictures that we took. However, they insisted that they can't refund for the hotel that we did NOT even stay for 30min. They still charged us full amount (7 nights!!). I called Expedia again upon arrival to the US, which took an hour to reach the supervisor. Still no refund, only a measly offer of $100 future Expedia voucher, which I refused. The original booking for the *** was for $772.73.
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 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 Dr. *** (Revdex.com case number ***) regarding a hotel booking at the ***, in ***, Israel.
Our records indicate on September 15, 2019, Dr. ***, or an authorized user of the Expedia account, self-booked a 7-night hotel stay at the ***, checking in on December 27, 2019 and checking out on January 3, 2020, via the Expedia Mobile App. The itinerary number received for the booking was ***. We understand Dr. *** is requesting a refund of $772.73, stating the hotel was not as advertised on Expedia’s site.
Upon receipt of the customer’s complaint, I reviewed the concerns brought forth and found he reached out to Expedia the day after their original check-in date advising that he did not utilize this reservation and requested to be refunded. Due to the reservation being within a penalty period provided by the hotel, our representatives attempted to reach out to the vendor on the customer’s behalf and request a refund; however, we were not able to reach them. On January 7, 2020, I contacted the hotel to advocate on behalf of Dr. *** and request a refund, but Mr. ***, the hotel’s general manager, declined. I was also able to verify that Dr. *** rebooked a new reservation using Expedia, via itinerary *** at the *** for check in on December 27, 2019 and check out on January 3, 2020, paying $1,988.76.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, and airlines, and is subject to the rules and restrictions of those providers. Additionally, at the time of booking Dr. *** accepted Expedia’s terms of use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Nonetheless, although the hotel declined to approve any waivers of their cancellation policy, Expedia values Dr. ***’s business and has processed a refund of $772.73 for the value of their booking at the ***, as a courtesy. The refund was processed on January 9, 2020, back to the original form of payment provided at the time of booking and can take up to seven business days to reflect into the account. A receipt confirming the refund has been emailed to the customer as well.
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.
Itinerary #*** return trip departing PIT to COO first leg *** 1/3/2020 @ 06:25 cancelled. We were made aware of the change at 9pm 1/2. This would delay the trip even though a later alternative was given. I looked on Expedia then called and asked to be booked through another city with different airline that would still get my son into his destination at the original time. Sounds simple right? Expedia would not accommodate my request stated that would be up to *** air I called them, not them, back to Expedia they said to call ***, *** stated they have nothing but problems with Expedia doing this to their customers they don’t “reprotect them”. *** stated that I didn’t even have a ticket from them. They do not hold me Expedia was free to book my son on another airline “reprotect him”. *** told me I needed to speak to a Supervisor at Expedia because I was not given proper information.
I again call Expedia after speaking with *** ask to speak with a supervisor. Explain again how changing the connecting city and airline would really be beneficial. I explain what *** has explained to me that Expedia makes these decisions. As the pattern goes with Expedia on hold again for a long time. An agent returns tells me the *** flts only options I said I want the *** flt that keeps his arrival time the same. The rep tells me it’s canceled. I looked it up on my *** app and it didn’t show cancelled, he said he just spoke to them and it was.
We get to the ap today that flt was never cancelled the rep lied to me.
I called Expedia today to file a formal complaint about being lied to and their terrible customer service today alone took two hours. Last night I was dealing with them from 930p -1:30a
My son will now be returning to a dangerous part of Africa in the evening instead of the afternoon as I was trying to arrange. This puts him at great risk shame on you Expedia!
Expedia.com Response
• Jan 13, 2020
January 13, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** requesting a change in our Customer Service.Our records indicate on November 15, 2019. Mr. *** or an authorized user of the Expedia account purchased a round trip flight on *** Airlines departing on December 21, 2019 from Cotonou, Benin to Pittsburgh, PA, USA and returning January 3, 2020, along with the Flight Protection Plan via ***. A confirmation email was emailed to the email address on file.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on December 17, 2019, the customer called in and asked for details about the ticket. Our representative advised that the email could be used as a confirmation at the airport and suggested that they check in on the airline’s website at least 24 hours before the flight.
On January 2, 2020, the customer called and stated that he needed an alternate flight option because there was a schedule change made on his reservation. Our representative contacted the airline and was advised the ticket was in exchange status and suggested that our representative contact ***. Just as the representative was about to call the customer line disconnected and was not able to reach the customer back.
Expedia was been able to review the airline system and on January 2, 2020, *** performed a schedule change on Pittsburgh, PA to Toronto, ON, *** segment cancelling the 625am flight and adding the flight departing at 1025am; along with issuing a new ticket.
Expedia can also confirm on January 3, 2020, *** performed a schedule change adding Pittsburgh, PA to Dorval, Quebec, Canada, Dorval, Quebec, *** to Paris France and Paris France to Cotonou, Benin; along with issuing a ticket. Expedia cancelled the Pittsburgh, PA to Toronto, *** segment after the airline issued an exchange ticket
After further review on January 13, 2020, after review of the airline record, I contacted *** Airlines and they confirmed that ticket number *** was issued on January 2, 2020 by *** for flight PIT-TOR; that ticket was then exchange for *** ticket number *** flight for flight January 3, 2020 flights PIT-YUL-CDG-COO and the ticket is showing as used. Expedia works from a live inventory and can only make changes that are available in our system. There are times when an airline has availability and the availability is not in our system. Based on the above it appears the availability was in ***’s system and they took over ownership and issued the ticket under their ticket stock.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
In addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:Terms of Use -Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Reservations confirmed and clarified "no cancellation or resort fees" will be applied if you choose to cancel this vacation as long as it's before 6pm on May 21, 2020. The booking was to begin May 24th, and I was working with a travel agent. I advised the Expedia reservations agent of this and I didn't want to committ to something. His response was "since there are only 2 remaining at this property, you should consider booking since it's free to cancel and no fees associated with cancelling. I repeated & confirmed and had him clarify back to me more than 3 times, and he repeated "yes mam, no cost to you to cancel this reservation, it's free to cancel." Well, the emailed Itinerary that he sent to me didn't correlate with the phone call. Said this (copied and pasted from the original itinerary:
***
Rules and restrictions
Cancellations and changes
If you cancel or change your plans, please cancel your reservation in accordance with the property's cancellation policies to avoid a no-show charge.
Cancellations or changes made before 6:00pm (Eastern Standard Time (US & Canada)) on May 21, 2020 or no-shows
are subject to a property fee equal to the first nights rate plus taxes and fees.
Cancellations or changes made after 6:00pm (Eastern Standard Time (US & Canada)) on May 21, 2020 or no-shows are subject to a property fee equal to the first nights rate plus taxes and fees.
Deposits charged by the property will be applied to any cancellation or change property fees.
***
I called back to ask why did the agent repeatedly tell me there would be NO FEE to cancel and it was FREE CANCELLATION and to cancel this reservation because now I have a trust issue. Looked at our bank statement and there was a pending charge. I was on the phone over 3 hours with different ranking members, support team, supervisors and even calling the hotel directly (of which was of NO help and the agent there extremely rude as well (***--beware of the personnell representing this resort..I feel sorry for any timeshare owners as well. He (at *** (name pronounced Akeem) actually said to me "I doubt you get any refund and I doubt you get to speak to a supervisor"...and within minutes he hung up on me & the expedia supervisor that told me he couldn't get through to a supervisor when he attempted while having me on hold). This was an attempt to do a 3 way call with Expedia rep bc after an hour working on this and speaking to multiple Expedia personal from front line agents, supervisors and management -- I felt they were shuffling me around in circles and telling me some of the same veriage "we need to send this to our back end support team so they can pull the phone call recording and listen the conversation, upon doing so we will determine if agent told you this and credit will be determined on those findings agent will be reprimanded etc. blah blah blah." No problem, but why did your supervisor ask me to hold while he went to pull the recording and review? AFTER I had already been on phone & periodically holding over 50 mins Only to return to the phone TWENTY MINUTES LATER to tell me he was going to have to send to his back support team to pull and analyze?!?! At this point, I"m on the phone 1 hour and 27 minutes and 34 seconds!!! I hung up after he had me on hold for 2 minutes (after holding 20 for him to review the call) only to find out he did not review the call!! . AS A GOOD NOTE...about 15 minutes after I had hung up from this 1.5 hour ordeal...as I was *** Expedia complaints and looking here at the Revdex.com complaints (alot of them)... also was looking for a phone number to the corporate HQ of Expedia....my phone rang and it was a Manager saying she was from Corporate. Within 15 minutes of us discussing my issues and listing every name I spoke with etc. etc. etc.....she AGAIN told me the same spill "need to send to the back end group support team as they need to review" and I vented my frustrations & explained that I was TIRED of the Complete disregard to me as the paying customer that had been lied to and representatives from her company continue to pass me along to someone else who'll listen...and I wanted HER DIRECTOR as I was TIRED of all the CIRCUS BS!!! Within a few minutes she credited the issue like it was nothing! Wasted my time and when all said and done almost 3 hours of my day dealing with these people! NEVER again! Will not use them or promote them and will be sure to share my experience so that others are not lied to so that an agent can get commission or credit for a booking (or whatever compensation is so valuable that they need to lie to customers in order to get bookings! I will STILL have to watch my bank account to make sure in 6 months they don't charge me again erroneously!
I reserved and paid for a hotel for Sep 21-24 in Taiwan. I reached the hotel and they said they did not have my booking. Turns out the hotel changed the name for one of the property under their group. And in the listing it says hotel but in fact it was a hostel. I have to pay and stay in another hotel.
Expedia agreed to refund me the hotel and reinstate the $100 coupon code I have used in this booking for the account *** so I can use next time. I considered it resolves the issue because I can still make a booking afterwards and use the discount.
However when I wanted to book a new booking in Dec, they refused to confirm all bookings that I wanted to make. I asked my friend to try booking the same hotel and it was totally alright, while for me when I try every payment method it just won’t go through. I consider that as a fake refund of the coupon because I can’t use it again due to the blockage.
I have called in Dec and Jan, every time they promised a reply within 24 hours but ended up no one called. I wasted over 9 hours on 4 calls and 1 online chat because of the booking not going through.
Expedia.com Response
• Jan 08, 2020
January 8, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a hotel reservation. We understand Mr. is requesting a refund of his $100.00 and $50.00 Expedia Travel coupon as he is having difficulty
using the coupons online to book a reservation.
Our records indicate that on August 29, 2019, Mr., or an authorized user of his Expedia account, self-booked a hotel reservation using Expedia’s website, under itinerary *** with stay at the *** check-in on September 21, 2019
and check-out on September 24, 2019.
Upon review, on November 25, 2019 Mr. cancelled his reservation and his $100.00 Expedia Travel Coupon was replaced back into his account until December 31, 2020. The $50.00 Expedia Travel Coupon was added into his account on a previous
itinerary *** and expires on April 30, 2020. We have verified that those coupons are active and there is no site error.
The coupon can be redeemed toward the future purchase of an Expedia Rate Hotel (pay now) either as a standalone reservation or in a Vacation Package. The coupon is valid for one year from the date of issue. We are unable to accede to his request of a
refund as this request goes against the terms and conditions of his coupon agreed to at the time of booking. Here are the steps to retrieve a “saved coupon” into your account:
• Go to My Account and choose Coupons, then choose Use Coupon.• Search for eligible travel and choose the option that works for you. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez MCorporate Correspondence Team
Tell us why here...
Customer Response
• Jan 10, 2020
Complaint: 14066292
I am rejecting this response because:
I was not able to book any hotel being mentioned in the reply.
Customer service confirmed that the account is temporary suspended by security department for safety.
Customer relation department did not look into detail and replied something not helping at all.
I request the company to fix the account as soon as possible.
Sincerely
Customer Response
• Jan 14, 2020
Complaint: 14066292
I am rejecting this response because:
Expedia did not consulted the technical department for why the account cannot book any hotel, via the website AND over the phone.
I called the hotline tr*** to book a hotel, they explicitly told me they see an error sa*** that the account cannot book any hotel now due to a “security issue”. They need to consult the other department to investigate what happened.
I suggest Expedia start investigating why my account is showing such message to all the agent I contacted, instead of simply repl*** useless message.
Sincerely
Expedia.com Response
• Jan 20, 2020
January 20, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Mr. *** (Revdex.com case number ***). We regret to hear Mr. *** did not accept our response and/or resolution offered.
We have reviewed the documentation Mr. *** provided to further address his concerns.
Upon further review, the email address Mr. provided: *** shows the account is active we do not show it is tagged for any security breach. We are requesting Mr. *** to provide us additional information regarding the what
he provided to the agents for further investigation.
We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Expedia.com shows rate for room at *** dates 3/4/20- 3/5/20 as $11,902. Calls to Expedia deny the room type and rate is viewable in their system. What Expedia posts on its website, in this situation, is erroneous. They claim to not be reasonable for information on their website.
Expedia.com Response
• Jan 06, 2020
January 6, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number (***) regarding a hotel reservation. We understand Ms. stated she attempted to book a one night stay at the *** for March 4-5, 2020, and
the price showed $11,902.00.
Upon review, we show as with all online travel companies, Expedia works from live inventory. Airlines and hotels routinely change their prices. In addition, they limit the number of seats and rooms available for discounted rates; as they sell the discounted
seats and rooms, those rates are no longer available. Consequently, it is possible that a specific price will be available when you begin planning your trip but will no longer be available when you try to purchase it.
We verified the cost currently at the *** for the dates of March 4-5, 2020 starts at a nightly price of $87.00 depending on the room type. Hotel pricing and availability is always subject to change.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
On 1/4/2020 I placed a reservation with ***/Parent Company Expedia Group. The cost of my rental was $140.07. The terms agreement to Local Residents on Car Rentals Site read as follows local residents must present proof of insurance and driver's license. The Supplier for the rental was *** rental located at ***. The rental contract was dated Sat., Jan. 4th thru Sat., Jan. 11th. Pickup time was 12 p.m. Upon arrival to the supplier I was informed that I had to have a flight itinerary and an out of state license. I did not have any if these items therefore the Supplier canceled my reservation and asked that I contact the 3rd party whom I made the purchase with. I contacted *** and requested a refund. I was originally refused a refund. After several m8ns. The agent offered a refund charging me a $25 fee. In addition I was informed that I had to wait up to 14 business days to receive my refund. My dissatisfaction with this company is that they refuse to uphold the contract agreement on their webpage. At the time of purchase I saw only the companies terms of agreement it was not until I spoke with the supplier that I was informed that their agreement was not part of ***'s Agreement. I requested to speak to a supervisor at *** and was informed that the use several suppliers each with different requirements. The supervisor tried to convince me that I was not looking on the correct site but could not deny the disclaimer I read in regards to rental agreement for local renters.
Expedia.com Response
• Jan 13, 2020
Dear ***,
Thank you for reaching out.
According to out records, you placed a “Pay Now” reservation on January 4th, 2020 for pick up on the same date. You then contacted us and requested a refund to which we have informed you, we would make an exception for a refund minus a fee.
Please note that CarRentals.com serves as a third-party intermediary with car rental agencies and is subject to the rules and restrictions of those providers. Furthermore, when finalizing the reservation on CarRentals.com, you agreed to the Prepaid Rate Terms and Conditions which explicitly state the following:
If you cancel for any reason your payment is non-refundable. If you modify this reservation, or fail to pick-up your rental car on the scheduled pick-up date, your reservation will be canceled and you will not receive any refund or credit. We reserve the right to cancel or modify reservations without notice if it appears that a customer has engaged in fraudulent, illegal, or inappropriate activity or under other circumstances where it appears that the reservation contains, or resulted from a mistake or error.
The specific supplier conditions applying to the reservation are provided during the purchase procedure and declare:
We do not rent to local renters and in order to qualify for the rental you must have a valid return itinerary in order to rent. (our agent can ask to see the return air ticket)
These restrictions may still be reviewed on your reservation page, under the Car Rental Company Rules and Restrictions link and the cancellation policies are available here: https://www.carrentals.com/terms-and-conditions/
The supplier has confirmed that a refund minus a $25 fee was processed already on January 7th and if not reflected yet, please contact your bank for further assistance.
Your feedback and comments are appreciated. Please know that the Local Renter restrictions have been recently added to the main booking page (only when applicable) in hope to help our customers be more aware of potential inability to rent a car.
I hope you find this resolution satisfactory and if you still have any other concerns, you may reach us directly at [email protected].
I was charged for two vacation items that I could not access while in Paris. The companies did not answer the phone for me or Expedia while in Paris and I had to repurchase tours in euros!
Expedia.com Response
• Jan 13, 2020
January 13, 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 activity reservation. We understand Ms. is requesting a full refund for itineraries
*** and ***, as she had to pay for a new ticket directly at the counter due to invalid vouchers.
Our records indicate that on December 25, 2019, Ms., or an authorized user of his Expedia account, self-booked activities using Expedia’s website, under itinerary *** with ***
*** on December 29, 2019. Also, for itinerary *** with *** on December 29, 2019 .
In an effort to resolve this matter, Expedia has consistently remained a liaison between Ms. and the vendors to advocated on her behalf to obtain the approval Ms. has requested. We
were able to receive an approval to refund from *** for itinerary *** and processed a refund which will be within to 7-10 business days.
However, we have not been able to receive a response from itinerary ***. In order to help resolve this request, kindly attach a screenshot or a receipt of the charges for further investigation.
The services provided by Expedia to Ms. are that of a third party booking agent, in this case ***, is the merchant of record (i.e. the company who charged the customer’s
credit card) and as such accepted the funds for Ms. purchase. Therefore, we need to obtain the necessary information needed to provide an appropriate resolution.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Expedia inflates the Starr ratings of hotel.
I recently booked a hotel with a Starr rating of 4 on Expedia but upon arrival management told me they are only 3 Starr hotel. Room conditions was so poor;it even had a boiler inside my room. Hotel is overcharging us on car parking fees . Expedia never alerts us on car overnight charges.
Not enough towels or bathroom shampoos and shower gels.
Expedia site needs to be accurate about property descriptions and list all details
I had a confirmed booking for a car rental at *** with *** using the Expedia website. When I got to the airport at the time of the rental *** (who service *** at the airport) refused to honor the booking and the only choice I had to avoid being stranded was to accept a *** rental at $500 more. None of the 3 parties - ***, Expedia and most importantly *** will not explain why this happened and cannot or will not point to any legal wording that makes it contractually legal or expected that the rental agreement might not be honored. This affects many future customers. *** just refused to answer point blank although their sales representative at the counter was clearly manipulating the situation. *** say 'as the rental was with *** you should refer the issue to them' and Expedia said *** would have to resolve.
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 Mr. *** (Revdex.com case number ***) regarding a car rental reservation.
Our records indicate that on October 27, 2019 Mr., or an authorized user of the account, self-booked a Pay Later, four-day car rental with *** Rent-A-Car, including the collision damage plan, picking up November 20, 2019 at *** Airport and returning November 24, 2019, under itinerary ***. We understand that Mr.’s rental price wasn’t honored upon pick-up, he is seeking the difference of $500, to be refunded.
On November 27, 2019, Mr. contacted Expedia to discuss charges applied to his credit card by ***/ *** Rent a Car. Therefore, we contacted *** to obtain a breakdown of charges administered by them. The total amount of 549.60 GBP was charged for the rental and 250.00 GBP was held as a deposit. The total 549.60 GBP equates to $725.00 USD, the rental was reserved for $164.01 USD, however any additional rental fees is collected at pick-up.
Respectfully, once Mr. supplied the rental car contact for Expedia’s review we discovered that he agreed to add additional product(s), *** who applied the applicable charges and taxes related to his new agreement as he signed/ accepted the following: 114.54 basic rental, 172.50 rental upgrade, 13.32 licenses and fees, 204.24 roadside assistance, 45.00 third party coverage, for a total of 549.60 GBP.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We hope Mr. understands we must adhere to the policies dictated by the supplier ***/ *** Rent a Car. Each supplier which we do business with, has their own rules and regulations which are added to each individual itinerary.
On January 7, 2020 as a courtesy, Mr. accepted via a social media complaint, a refund of $399.91 USD. The time it takes for the refund to post depends upon his financial institution, generally taking three to seven days.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
Customer Response
• 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.
ON SEPTEMBER 27, 2019 I BOOKED A FLIGHT FOR A FRIEND COMING FRON NASHVILLE TO SEATTLE LEAVING ON SEPTEMBER 28, 2019. I ALSO PURCHASED THE FLIGHT INSURANCE PROTECTION TO BE REFUNDED IN CASE OF ANY CANCELED FLIGHTS. THE FLIGHT COSTED $315.05, TAX $44.51, CANCELLATION PLAN COSTED $26.00 FOR A TOTAL OF $385.56. MY FRIEND DIDN'T MAKE THE FLIGHT AND THE *** CANCELED THE FLIGHT. ON SEPTEMBER 29, 2019 I CONTACTED EXPEDIA FOR A REFUND AND THEY REFUSED MY REFUND STATING THAT THE AIRLINE CANCELED THE FLIGHT SO I'M NOT DUE A REFUND. THAT'S NOT IN ANY OF THEIR POLICES. I TRIED TO DISPUTE THE TRANSACTION THROUGH MY BANK AND BEEN UNSUCESSFUL BECAUSE EXPEDIA IS STILL REFUSING TO REFUND MY PURCHASE OF THE TICKET.
Expedia.com Response
• Jan 06, 2020
January 6, 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 refund request for an airline reservation.
Our records show on September 27, 2019, Mr. self-booked a flight reservation on Expedia.com via itinerary number ***. The customer purchased a basic economy fare along with a cancellation plan which could be used before the trip start date. The trip start date was scheduled for September 28, 2019, at 7:45AM. We understand from the complaint, Mr. believes that because she purchased the cancellation plan she is due a refund of the amount he paid for the flight. Mr. is requesting a full refund of the airline tickets $359.56, and a refund for the insurance which she paid $26.00. A total of $385.56.
Upon researching the customer’s complaint we can confirm this ticket is non-refundable. The passenger missed their flight and was tagged as a no-show by the airline. The cancellation plan is no longer able to be used if the customer misses their flight. The ticket is then considered lost value and no changes or refunds are able to be made.
On September 28, 2019, after the flight had departed, the customer called Expedia and was informed that the ticket was lost value since the airline tagged the passenger as a no-show. The customer got upset and mentioned she would dispute the transaction with the airline.
Expedia’s goal is to provide an exceptional customer experience. As you may know, Expedia.com acts as a third party intermediary for airlines, car rental companies, and hotels. We are unable to refund a ticket which was not used and is non-refundable per the airline. This has been documented on the customer’s Expedia account.
We do regret any inconvenience Mr. has encountered in resolving this matter.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel A Customer Correspondence Team
Customer Response
• Jan 06, 2020
Complaint: ***
I am rejecting this response because:
Nowhere in the Cancellation Plan does it say you must cancel before your flight. This is a misrepresentation. Nowhere in the Cancellation Plan does it say you lose rights to a refund if you don't cancel before the flight. This is also a misrepresentation. More so, I was under the impression that's what the Cancellation Plan was for, if you miss or can't make the flight. The big issues here is in the Cancellation Plan, it states reasons and circumstances in which a refund may be given. One of the reasons is emergencies. Expedia never asked or inquired about the reasons the flight was missed. They just flat out denied my refund. Expedia's explanation don't make any sense. They stated that in order to receive a refund you must cancel before the flight. However; most people don't know if they need to cancel a flight until the last minute or after the flight. Another point I would like to add is I had no control over the person that the ticket was purchased for, which is the reason for the Cancellation Plan in the first place. If they look through my history with them, this is the first time I ever purchased the Cancellation Plan. Never before at any time. It's sad that Expedia is stealing their customer's money and can care less whether they lose a customer or not. I will never book with them again from here out. I'm not giving up on my refund if I have to take this to court.
I have been a customer of expedia for more than 15 years.
I recently booked a *** through expedia- Itinerary #
***.
At the time of booking I paid 1012.80 dollars.
There was some more money due for future date.Apparently an email was sent by expedia somewhere in dec 2019 that said the trip will be cancelled if I don’t pay the money.
I took the email as a scam/phishing email and ignored it.
I logged in to my expedia account which did not mention anything about payment or due date or about cancellation of the trip.
Today as I was making some other plan through the expedia phone app,the trip showed up as cancelled.I called customer service and I was told that the trip is cancelled and that I would lose the money as a penalty for not depositing the final payment.
Interestingly the actual expedia website still shows the trip as active with no mention about it being cancelled or due date for money etc.
I have both screenshots of the phone app and website.
As you can understand that this is very frustrating and misleading.
If I had not called today,I would have thought the trip to be active.
I have called customer service who are not ready to take any responsibility of this discrepancy and I am ending up losing 800 dollars in penalty.Hoping to finding some answers.
Expedia.com Response
• Jan 08, 2020
January 8, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** Revdex.com case number *** regarding being refunded for $1012.80.
Our records on September 7, 2019 indicate, Mr. or an authorized user of the Expedia account purchased four-night *** (Roundtrip), embarkation on March 16, 2020 and disembarkation on March 20, 2020 via itinerary ***0. A confirmation itinerary was emailed on the same day to the email address on file and has not been reviewed. A second confirmation itinerary was emailed on the same day to the email address on file and has been reviewed three times.
On December 10, 2019, Expedia emailed Final Payment Notice 1 (7 day notice).
On December 15, 2019, Expedia emailed Final Payment Notice 2 (48 hour notice).
On December 18, 2019, Expedia emailed the Cancellation Confirmation of the 4-night *** (Roundtrip), March 16, 2020 - March 20, 2020 (Itinerary #***).
On January 3, 2020, the customer called inquiring about cancellation. The call was escalated; the next representative took over the call and advised there is nothing that we will be able to do since the booking was cancelled due to non-payment and a cancellation email was sent.
In addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:Terms of Use -Supplier Rules
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Terms of Use - Liability DisclaimerThe carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above Expedia is not able to honor Mr. request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
I paid for travel insurance that was supposed to cover flight cancelation. Now I'm being told that I can't just cancel. I need to file a claim and provide supporting documentation. I cannot do that. I have a family member who is sick with cancer. I am not going to ask her to provide documentation for me while she's going through this illness. I believe the company used deceptive means to get me to pay for this service.
Expedia.com Response
• Jan 06, 2020
January 6, 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 Mr. *** (Revdex.com case number ***) regarding a flight reservation.
On August 2, 2019, Mr. or an authorized user to the account self-booked on Expedia’s website, under itinerary ***. Travel is with *** and *** Airlines, traveling from Cleveland, OH to Phoenix, AZ departing on February 27, 2020 and returning on March 4, 2020. The flight reservation includes a Cancellation Plan, administered by travel guard. We understand that Mr. is requesting that we nullify the protections plans claims process by issuing a refund of $346.77, excluding the protection plan.
On January 2, 2020, Mr. contacted Expedia for cancellation assistance utilizing his protection plan. Regrettably, Expedia cannot submit a claim on a customer’s behalf. Therefore, we provided Mr. with Travel Guard’s contact details listed (below) as part of the (disclosed) terms and conditions.
See the following hyperlink and contact details for the Travel Protection Plan:
USA 1.855.266.4974
International: 1.516.342.4503
Email Address [email protected]
In addition, travel guard’s hyperlink is provided during the customer’s booking path and was available for Mr. pre-purchase elevation. Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. *** and *** Airlines are (the entity that received the funds and the companies that charged the customer’s credit card). We cannot provide a refund unless approved by the airlines and must adhere to both of their policies.
Furthermore, by selecting to complete this booking Mr. acknowledged that he read and accepted the Airlines Rules & Expedia’s Terms of Use below:
(See) airlines rules + the protection plans disclosures:
*** Airlines: Ticket is nonrefundable and changes are not permitted
*** Airlines: Ticket is nonrefundable and changes are not permitted
*View insurance details and disclosures (Opens in a new window.)
Expedia’s Terms of Use:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
While we regret Mr. experience was not as we would have hoped due to the information provided above Expedia is unable to honor his refund request.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
Customer Response
• Jan 06, 2020
Complaint: ***
I am rejecting this response because: Expedia offers the service on their site; therefore, I believe Expedia is responsible for it -- not a 3rd party. When I selected the option, I did so under the belief that cancelation insurance means I can cancel and receive a refund. Expedia should be more transparent with its services. I believe the company is using deceptive practices to sell this product.
If I could provide 0 stars I would. I wish I would have read through some of the reviews posted here at Revdex.com before booking through Expedia. Their travel insurance is a scam and should be illegal. You cannot cancel the insurance before picking up the car. Only before the scheduled pickup time. I found this out when I picked it up past the time I had scheduled online. I had changed my mind and they would not allow me to cancel. Then to top it off, they charge per calendar days, not a 24 hour clock. If you rent on say day 29, 30, 31 picking up at 9 pm on the 29th and returning at 8:30 pm on the 31st (less than 48 hours) you will be charged for 3 days instead of 2 days. You will also not be refunded your money for any days you do not use it if you return the car early. It seems like it is a great deal when they charge you only $10/day, but unless you read the fine print, you don't realize how bad it is. It is better to go through the rental car agency for their insurance. It will likely cost you the same amount of money and the coverage is a lot better. With the experience I had just in the charges, I am very confident that if an accident would have happened and I had to file a claim it would have been a nightmare. Please also keep in mind that Expedia's insurance, if they decide they are going to cover you in an accident, does not cover loss of use whereas the rental car agency's insurance covers everything. ALWAYS check to see if the rental car agency will honor the same rental price to avoid using some of these booking sites.
I booked a hotel reservation for 2 nights. The company had previously provided me a coupon for future use. This coupon was used on this reservation. The hotel was beyond horrible and the hotel agreed to refund 1 night. Expedia refuses to refund my credit card for the 1 night; instead they have chosen to make me pay for the 1 night and keep their coupon. I requested that my credit card be refunded and they’ve refused to do so. I am the individual that suffered during the stay. If it was my coupon to utilize as I pleased, I choose to use it to pay for the horrible night that I stayed at the hotel. They have chosen for me and kept the $200 coupon, which is stealing. I spoke with Monica a supervisor who was of no assistance.
Expedia.com Response
• Jan 02, 2020
January 2, 2019 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 ***. We understand that Ms. is asking that we issue a refund for $259.00 for here hotel reservation. Our records indicate on December 22, 2019, an Expedia representative booked Ms. *** a two-night hotel reservation at the ***, checking in on December 30, 2019 and checking out on January 1, 2020 via ***. A confirmation was emailed to the email address on file and it was opened once. On January 1, 2019, Ms. called in and advised that she did not agree with the refund amount of $12.93. Our representative advised after the $200.00 coupon was applied to the first night that was the cost of the first night. Ms. advised she had a bad experience with the service provided at the hotel. The hotel approved the first night to be refunded based on the experience. Our representative offered to reactivate the coupon, but she wanted the refund as well. Our representative called hotel and they denied refunding the second night. The $200 coupon was reissued to the account and Ms. stated she would dispute charges with her credit card for the remaining amount. After further review on January 2, 2020, I was able to review the reservation, the confirmation itinerary and the coupons associated with the account. Our representative issued a refund of $12.93 for the first night. The reservation was charged for one night in the amount of $265.65 and the other night a $200 coupon was applied. After our representative issued a refund of $12.93 and reapplied the $200 coupon to the account for future use. The hotel only authorized Expedia to refund one night. Expedia is not able to honor a refund request for this reservation. 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 02, 2020
Complaint: ***
I am rejecting this response because:
When I booked the reservation, I was not informed by the representative that the coupon was being applied to the 1st night of my reservation. This should’ve been disclosed in the beginning when the reservation was made, not at the end when there was an issue. Expedia is incorrect, I do not want the $200 coupon and the refund, I am requesting that I be refunded the money to my credit card and that the coupon be applied to the night that was not utilized. They are refusing to do this. If this was disclosed in the beginning, I wouldn’t have an issue now. If the coupon is mine to utilize, I should be able to use it as I please. Expedia and their agents should be forthcoming with information in the very beginning, so that customers can make an educated decision. Because they did not, they should honor the request refund the money to my credit card and allow me to use the coupon. Thus, I officially reject there response and will take this up with my credit card company if needed. Also, I will find a formal complaint with the FTC.
Sat, Dec 28th I attended a football game with a friend of mine. The game ended late and we were beyond tired. I did not want to drive 2.5 hours home already exhausted so I decided to book a hotel room. Went to searching and came across a *** unbeknownst to me 30 minutes away from where I was. While in the process of starting to enter my card information to RESERVE the room & BEFORE I can hit submit; the page refreshes and a charge had been placed on my card in the amount of 154.12! I instantly contacted Expedia to revoke the payment as prior to I found another hotel closer to me who I booked directly with. I was hung up on twice and on hold for 25minutes on the third attempt. I then called the hotel who states that my money cannot be refunded I NEVER STAYED AT THIS HOTEL!!!!!!!!!!!!!! This incredibly inconveniencing and never intended! I need EVERY dime placed back on my card as I do not have money to throw away. I now know to stay away from this sneaky site!
Expedia.com Response
• Jan 01, 2020
January 1, 2019
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 ***. We understand that Ms. is asking that we refund the hotel reservation, stating the system refreshed and charged her before she clicked on submit.
Our records indicate on December 27, 2019, Ms. or an authorized user of the Expedia account purchased a one-night hotel reservation at ***, checking in on December 27, 2019 and checking out on December 28, 2019, along with the Hotel Booking Protection via itinerary ***. A confirmation email was emailed to the email address on file and reviewed six times.
After further review on January 1, 2019, I reviewed of the account, there have not been any calls or complaint about the reservation. I was able to review our back office system and identified the “complete booking” button was clicked on after the credit card number, expiration date and three digit security code were entered. I was also able to verify that the reservation was reviewed on twice at two separate times, after it was created.
Expedia is not able to honor a refund request for this reservation. 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 01, 2020
Complaint: ***
I am rejecting this response because: I did not proceed with the reservation and only reviewed the booking as directed by the agent. This is *** ridiculous! I will NEVER use your *** services again!
We purchased and all inclusive package through Expedia at the ***. We bought the “standard” package, which was supposed to include room service. Upon arrival to the resort, we learned that it did not include room service and we would have to change packages and upgrade to the “superior” package for $350 more. Upon contacting Expedia to resolve this, they informed me that it was the “hotel fee” (of $1per day) listed on their website. That was the TAX imposed resorts by the Mexican government and we paid that upon arrival. Then Expedia said it was meaning someone will assist us 24 hours and not meaning food service 24 hours. The room service is listed under “food and drink”. Then they told us that on the hotels website, it has the “standard” package as not including room service and all the others do. Expedia is giving us the run around and not solving this false advertisement issue. If we would have known room service was not included, we wouldn’t have booked this resort.
On the Expedia website, if you look at a resort that offers room service but does not include it in the price, it is not listed under the “room information” button. Ours was listed under the room information button.
The first Expedia representative we spoke to informed us that if it was Expedia’s fault, there would be financial compensation. They said that the hotel was not at fault. Now they are saying they will not financially compensate us anything and keep trying to say it has been “resolved”, which it has not.
Expedia.com Response
• Jan 02, 2020
January 2, 2019
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 ***. We understand that Ms. is asking that we refund her $350.00 for the room service that the hotel advised her it would cost, if she added it.
Our records indicate on March 26, 2019, Ms. or an authorized user of the Expedia account purchased a package reservation with two roundtrip *** flights departing on December 17, 2019 from Seattle, WA to Seattle, WA and returning on December 26, 2019 along with an eight night hotel stay at *** and roundtrip transfers from the hotel to the airport via itinerary ***. A confirmation email was emailed the email address on file, it was opened and reviewed twice.
On December 27, 2019, the customer called in and stated that room service is not included with the reservation and that the hotel will not honor this service. The call dropped and the representative was unable to reach the customer back..
On December 29, 2019, the customer called in complaining that reservation is not all inclusive. Says the room service is not included and that they would need to upgrade per the hotel. Our representative tried calling the hotel but was unable to reach them. Our representative was able to verify on our site that it shows 24-hour room service. Expedia and the customer sent numerous emails on December 29, 2019 to each other about the 24 hour room service. Expedia last email advised the request was denied based on the listing of 24-hour room service.
After further review on January 2, 2019, I reviewed the reservation, the confirmation itinerary, the amenity listing and recreated a reservation on our site for the hotel. The 24 hour room service is listed as available, but it does not state the 24-hour room service is free or included. It appeared as follows:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
As the hotel has listed free minibar items, free toiletries and free roll-away the 24-hour room service is not listed as free or inclusive. The listing is letting the consumer know that the hotel offers a 24-hour room service option.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, activities and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the vendors.
In addition , at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
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 is not able to honor a refund request for this reservation. 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
Expedia.com Response
• Jan 27, 2020
January 27, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for forwarding the Revdex.com *** consumer rebuttal from Ms. ***. We regret to hear Ms. did not accept our response.
We are again responding to Ms. *** complaint regarding the standard room having 24 hour room service listed as an amenity. Ms. is asking for a $350.00 cost she would have had to pay to upgrade to a room that offered the 24 hour room service.
Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process.Expedia has previously identified the problem of the 24 hour room service. We have previously advised that we have communicated with the hotel and they have responded advising the type of room does not have 24 hour room service but not response regarding your requested refund. Based on the hotel not authorizing us to refund for the room service issue, previously we issued a $200 coupon to the Expedia account for the inconvenience of the experience.
Based on the above Expedia is not able to honor a refund request. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Di-Di FCorporate Correspondence Team
Customer Response
• Jan 29, 2020
Complaint: ***
I am rejecting this response because:
We paid for room service with our room package. Obviously, Expedia knows they messed up and are trying to put the blame on the resort to not take responsibly for their false advertisement. You have given me the run around and made me explain myself too many times. This is ridiculous and I will be sharing my experience with everyone around.
Expedia charged me $209 for the hotel, and when I cheeked out, I got the receipt from the hotel from much less, I have both Expedia, and hotel receipt,, I contacted Expedia, they told me price is not guaranteed, the representative was going in circle with me, then he offered $200 towards my next booking, I request to resolve this one not future booking, then the managed rejected that resolution also, they charged more than the hotel, I informed the hotel that I paid more, they showed me that my booking was for much less than what I paid, I have Expedia receipt and the hotel receipt that shows that I reserved and paid 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 taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding his hotel reservation.
Our records indicate that on December 12, 2019, Mr., or an authorized user of their Expedia account, self-booked three non-refundable hotel reservations with ***, located in Wadi Musa, Jordan for five travelers. The accommodations were from December 15, 2019, to December 16, 2019, under itinerary ***. We understand Mr. is requesting a full refund of $209.46, stating the hotel provided him a receipt showing a lower amount charged for the reservation.
On December 19, 2019, Mr. contacted Expedia advising that he was overcharged for the reservation. Mr. provided a receipt from ***, showing the charge of 38.61 *** for each room. An Expedia agent offered to refund the difference of $46.14 or place a $200.00 coupon on Mr.’s account for a future “Pay Now” hotel reservation, which he declined.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. Expedia does not own or operate any travel related services or companies and as such does not set pricing or vendor terms. We hope you understand we must adhere to the policies dictated by the hotel.
At the time of check-out the hotel provided Mr. with a receipt that disclosed what is known as our Net Rate. In order to offer the best rates to our customers, Expedia buys large blocks of rooms from hotels far in advance at a reduced rate. This reduced rate allows us to provide our customers with the lowest rates available to the public. We apologize for the confusion; however, the hotel made an error in sharing the wrong room rate with Mr.. Fortunately, what Mr. paid for the room is lower than the regularly published rates charged by the hotel. Again, we apologize for any misunderstanding.
Additionally, Expedia’s Terms of use, which were agreed to by Mr. at the time of booking, expressly state:
You acknowledge that the Expedia Companies pre-negotiate certain room rates with hotel suppliers to facilitate the booking of reservations. You also acknowledge that the Expedia Companies provide you services to facilitate such booking of reservations for a consideration (the "facilitation fee"). The room rate displayed on the Website is a combination of the pre-negotiated room rate for rooms reserved on your behalf by the Expedia Companies and the facilitation fee retained by the Expedia Companies for their services. You authorize the Expedia Companies to book reservations for the total reservation price, which includes the room rate displayed on the Website, plus tax recovery charges, service fees, and where applicable, taxes on the Expedia Companies' services. You agree that your credit card will be charged by the Expedia Companies for the total reservation price. Upon submitting your reservation request you authorize the Expedia Companies, including Travelscape, LLC, to facilitate hotel reservations on your behalf, including making payment arrangements with hotel suppliers.
While we regret Mr.’s experience was not as we would have hoped, based on the information above, Expedia is unable to honor his refund request. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Thank you,
Michelle R
Corporate Correspondence Team
Customer Response
• Jan 07, 2020
Complaint: ***
I am rejecting this response because:
in there reply, they stated the following
At the time of check-out the hotel provided Mr. with a receipt that disclosed what is known as our Net Rate. In order to offer the best rates to our customers, Expedia buys large blocks of rooms from hotels far in advance at a reduced rate. This reduced rate allows us to provide our customers with the lowest rates available to the public. We apologize for the confusion; however, the hotel made an error in sharing the wrong room rate with Mr.. Fortunately, what Mr. paid for the room is lower than the regularly published rates charged by the hotel. Again, we apologize for any misunderstanding.
and what happen in reality, they charged more than the hotel rate, so basically that is a big misleading response made by them
also they stated that I reject there offer to resolve by $200 coupon or paying the difference, I reject this for 2 reasons, there representative was so offensive and he tries to take me to vicious circles by stating that price are subject to change, was more than one hour on the phone just re explaining the issue and convincing them, he didn't apologize for the misleading information, instead, they were trying to mislead me again and taking me to another story by saying pricing are subject to change, and that is not true, as price should be fixed as I paid. I keep explaining to them that it is the same reservation and payment is done through Expedia, but they dont wanna listen to me or want to take me to another story and keep saying price is subject to change, it is clear in the attachment that reservation and payment is through Expedia, I forwarded them the pictures but they insisted on there point
Expedia Instead of apologizing, they tried to make me feel that they are giving me a charity and not my right which is totally unacceptable, that is why I demanded a full refund to there offensive way of talking to there customers and dealing with complains, I asked for a copy of the complain to send it to Revdex.com and they hanged up on me and didn't send me the complain ID or any other information that will support my case against them to you.
they should know that Revdex.com is there for us and will follow them for misleading information and bad treating there customers, in the attachment,
I purchased a plane ticket for my boyfriend for January 1 returning January 9. On December 31, 2019, my boyfriend had military police come to his house to tell him that his 21 year old son had died. *** Airlines allows for flights to be refunded for such things but Expedia refuses to do so. Expedia should do the right thing and refund the flight in full amount of $276.80.
Expedia.com Response
• Jan 03, 2020
January 3, 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 non-refundable flight reservation. We understand that the customer is seeking a refund of $276.80, due to an extenuating circumstance.
On December 17, 2019, Ms. or an authorized user to the account self-booked a basic economy flight on Expedia’s website, under itinerary ***. Travel was with *** Airlines, traveling from Philadelphia, PA to Charlotte, NC departing on January 1, 2019 and returning January 9, 2019, for a total of $276.80.
Our records indicate, on December 31, 2019, Ms. contacted Expedia for a flight cancellation inquiry due to a death in the family. We provided Ms. with *** Airlines website address where she may submit her claim online. See the following hyperlink for inquiry purposes per *** Airlines: ***
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. *** Airlines is (the entity that received the funds and is the company that charged the customer’s credit card).
Expedia’s Terms of Use and *** Airlines restrictions which were agreed to by Ms. at the time of booking, expressly states:
Terms of Use:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
*** Airlines Cancellations: Tickets are nonrefundable, nontransferable and name changes are not allowed.
On January 3, 2020, we contacted *** Airlines on Ms. behalf to request a refund be issued due to the circumstances. Regrettably, the airline declined our request by stating that Mr. ticket was suspended as it wasn’t cancelled prior to departure. However, Mr. may still visit *** , to submit a claim with supporting documentation at no guarantee.
After final review, as a courtesy on January 3, 2020, Expedia processed a refund of $276.80, back to the original form of payment. The time it takes for the refund to post depends upon the customers bank, generally three to seven days.
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.
I had a horrible experience with expedia where I booked a flight through them on *** airlines. *** changed my fligh two times and the second time they changed my return flight and they did not offer me a reasonable alternative. They wanted me to spend 12 hours in the airport and they did not have any options. They only were willing to refund a small amount of tje ticket I paid and that amount does not get me a difference return that suits me. I am teally disappointed with both expedia and *** for letting me go through all this. Please be warned when you book through expedia or ***.
Somewhere around just after 12am Sun Jan5th I changed searches for RT flight from ROC to DEN from already having checked on ***, ***, ***, ***, ***...and checked Expedia.com. The price on *** and Expedia both were $213-214 at best while the others were in the high $300's.
Of course, this made me stay with checking on Expedia and I began the booking process. But then after choosing the return flight it suddenly changed the total price to $396 or so. *** did the same. With both commenting that "prices are subject to change...and you'd better book now before they change again" (essentially).
I waited and checked ***s directly and their price was $398. After at least 30min I went back and the very same $214 price showed and then the very same bump happened once booking was started and a return flight shown. This is false advertising..."bait and switch" tactics. It happened again exactly the same way when I was on the phone with conner in Tier 1 at Expedia's Customer Service center (after being switched from Aya in reservations)...calls were recorded by them - which I verified with her before proceeding.
Conner indicated Expedia would escalate the problem if I had a screenshot of the $214 price and at some point mentioned they would, I think, offer the flight for the price shown...but then he went on and checked himself and the same $214 showed. We both processed some sample choices and the system , now 1+ hrs after it had prior known and indicated the $214 fare was changed to $396...was then over an hour later still somehow presenting the fare a $214, as if their (Expedia and *** both, clearly using same search engine based on the pop up indicator of $396 bump afterward being identical) - making it appear their pricing is better than other sites.
If the system knew 1+ hr prior of the bump then how is this robust, always searching and sensitive to changes type system not presenting/promoting/being honest
January 6, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight reservation. We understand Mr. is requesting a store credit as he
incurred a price increase from $214.00 to $396.00 in the process of booking a flight from Rochester, NY to Denver, CO and was unsuccessful.
Upon review, we show as with all online travel companies, Expedia works from live inventory. This means that Expedia and the airlines themselves book from the same inventory pool. Occasionally,
more than one customer may be searching for the same flights on any number of websites. Once a flight is purchased, the airline updates its inventory, and as options sell out, the pricing and availability
are subject to change. Expedia does not guarantee pricing until a purchase is booked and fully paid. The inventory is updated regularly as purchases are made and prices change. These updates are
directly linked to the vendors’ availability.
We verified that no transaction did not go through as there was a price hike on the reservation and that your account was not authorized the amount of $396.00. Therefore, we cannot honor any future
credits as we show the flight was never confirmed.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Dez M
Corporate Correspondence Team
Tell us why here...
Complaint: ***
I am rejecting this response because:
I don't need Expedia's "credit" - I agree, I didn't purchase anything. The credit would've been a nice gesture on Expedia's part to recognize the validity of my complaint. I don't care about or want your $$ really. The point is the principal of the matter and your response is complete rubbish and seems like a canned scripted type self-protective response.If what you're saying were true then 1+ hr later we'd also find those very same search engines producing a lag in accurate information for all the other travel search engines out there and of course at ***s itself. THAT WAS NOT THE CASE. Of several sites I checked ONLY Expedia and *** were creating or at least allowing what appears a "Bait and switch" tactic of promoting a really inexpensive flight cost only to discover upon further booking actions that it was nearly 200% that cost. If what you're saying were true then why did ***s itself and other online booking sites like *** and *** accurately reflect the $396 pricing even the very first time? Your site , even after itself indicated the price had changed within a minute (from 1st check to actual booking attempt) - which yes, then could legitimately be due to online consumer booking actions creating "on the fly" changes within seat availability and pricing schemes/structure...but then it "happened" to repeat the exact same pricing fluctuations...EXACT - even 1+ hours later.
That is complete inaccuracy and dishonesty. You are duping the public. The tobacco manufacturers also told us cigarettes were safe yet internally they knew differently. Same for car manufacturers. The evidence on this appears too strong to accept your claim of innocent fluctuations due to online booking affecting your offerings. Not when other comparable sites and ***s (the very source of your data on ***) had it right from the very beginning.
Even if Expedia and *** on the 2nd try 1+ hr later had shown different prices than the 1st time on available fares and then the "sudden" change of actual pricing your statement would be far more believable. But the online pricing was exactly the same sequence from $221 or whatever it was to $396. The public is not so stupid as to believe that those exact #'s would "happen" to pop up 1+ hours later with "all the online booking going on" that influences your fares and seats availability etc.
Come on...your "seats left" sales copy is so "sensitive" that it pushes us to want to purchase out of demand risking losing the seat. It's not lagging so much. You can't claim a robust system that offers "up to date" info so that you appeal to customers looking to make accurate purchases and then claim that your system didn't update itself 1+ hr later with the data of pricing increases that Expedia itself pronounced an hour earlier.
You've lost a customer for life and I'll be happy to share this episode with whomever I come in contact with looking for travel info. I hope this info is posted so the public can see how Expedia and *** really operate. Clean up your systems. Have more integrity. Stop lying to us - other sites had it all right. Why couldn't yours? You drew me in and wasted my time with false information. Bait and Switch....whether unintentional or "looking the other way" on timing of data updates that could've/should've been done...or just INFERIOR systems - your competitors had it right, from the very beginning. Looks like you all were drawing customers into your site by posting unusually low "best price available" hoping some might actually still stay and "quickly book the flight while here on Expediua before the fare goes up again"...which is essentially the language used in the warning pop up that occurred when the price change was 1st shown.
You'd been a respected brand and my very first go to for decades with travel purchasing. Shame on you for accepting or using dishonest or even just poor quality business practices that put you out of integrity with what you claim to be to the public!!!
Sincerely
I booked the hotel *** through Expedia from Dec 27 2019 to Jan 3 2020 based on the pictures that were posted on Expedia. However, when we arrived at the hotel, my wife and I immediately realized that the pictures of rooms on Expedia are sham, deceptive, and not representative of the place. The place was like a bad youth hostel, a moldy dump with terrible smell and filthy furniture and bathroom. Please see below reasons.
1) No elevators. The second floor apparently is like 4th floor in terms of stairs and no elevator
2) the entire hotel and my room particularly had unbearable mold smell.
3) the bathroom smells much worse than the room (mold smell)
4) There appeared to be a broken down AC unit, AC does not even work. Also no heating
5) The furniture were very old, smelly, and stained everywhere!
6) the bed in the upstairs area was tiny, as smelly as the furniture, and cannot stand up in that area.
7) to take a shower, you have to press a shower button at least 15-20min in advance! (Remember it is in ***)
8) No towels or any amenities provided (not even shampoo)
We asked refund for the *** since we were there for max 30 minutes, but they refused. Nevertheless, we could not stay there, and we ended up bookings another hotel and spent another $2,000.
We talked to the Expedia customer service several times, and sent them the pictures that we took. However, they insisted that they can't refund for the hotel that we did NOT even stay for 30min. They still charged us full amount (7 nights!!). I called Expedia again upon arrival to the US, which took an hour to reach the supervisor. Still no refund, only a measly offer of $100 future Expedia voucher, which I refused. The original booking for the *** was for $772.73.
January 9, 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 Dr. *** (Revdex.com case number ***) regarding a hotel booking at the ***, in ***, Israel.
Our records indicate on September 15, 2019, Dr. ***, or an authorized user of the Expedia account, self-booked a 7-night hotel stay at the ***, checking in on December 27, 2019 and checking out on January 3, 2020, via the Expedia Mobile App. The itinerary number received for the booking was ***. We understand Dr. *** is requesting a refund of $772.73, stating the hotel was not as advertised on Expedia’s site.
Upon receipt of the customer’s complaint, I reviewed the concerns brought forth and found he reached out to Expedia the day after their original check-in date advising that he did not utilize this reservation and requested to be refunded. Due to the reservation being within a penalty period provided by the hotel, our representatives attempted to reach out to the vendor on the customer’s behalf and request a refund; however, we were not able to reach them. On January 7, 2020, I contacted the hotel to advocate on behalf of Dr. *** and request a refund, but Mr. ***, the hotel’s general manager, declined. I was also able to verify that Dr. *** rebooked a new reservation using Expedia, via itinerary *** at the *** for check in on December 27, 2019 and check out on January 3, 2020, paying $1,988.76.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, and airlines, and is subject to the rules and restrictions of those providers. Additionally, at the time of booking Dr. *** accepted Expedia’s terms of use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Nonetheless, although the hotel declined to approve any waivers of their cancellation policy, Expedia values Dr. ***’s business and has processed a refund of $772.73 for the value of their booking at the ***, as a courtesy. The refund was processed on January 9, 2020, back to the original form of payment provided at the time of booking and can take up to seven business days to reflect into the account. A receipt confirming the refund has been emailed to the customer as well.
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,
Daija M
Corporate Correspondence Team
Itinerary #*** return trip departing PIT to COO first leg *** 1/3/2020 @ 06:25 cancelled. We were made aware of the change at 9pm 1/2. This would delay the trip even though a later alternative was given. I looked on Expedia then called and asked to be booked through another city with different airline that would still get my son into his destination at the original time. Sounds simple right? Expedia would not accommodate my request stated that would be up to *** air I called them, not them, back to Expedia they said to call ***, *** stated they have nothing but problems with Expedia doing this to their customers they don’t “reprotect them”. *** stated that I didn’t even have a ticket from them. They do not hold me Expedia was free to book my son on another airline “reprotect him”. *** told me I needed to speak to a Supervisor at Expedia because I was not given proper information.
I again call Expedia after speaking with *** ask to speak with a supervisor. Explain again how changing the connecting city and airline would really be beneficial. I explain what *** has explained to me that Expedia makes these decisions. As the pattern goes with Expedia on hold again for a long time. An agent returns tells me the *** flts only options I said I want the *** flt that keeps his arrival time the same. The rep tells me it’s canceled. I looked it up on my *** app and it didn’t show cancelled, he said he just spoke to them and it was.
We get to the ap today that flt was never cancelled the rep lied to me.
I called Expedia today to file a formal complaint about being lied to and their terrible customer service today alone took two hours. Last night I was dealing with them from 930p -1:30a
My son will now be returning to a dangerous part of Africa in the evening instead of the afternoon as I was trying to arrange. This puts him at great risk shame on you Expedia!
January 13, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** requesting a change in our Customer Service.Our records indicate on November 15, 2019. Mr. *** or an authorized user of the Expedia account purchased a round trip flight on *** Airlines departing on December 21, 2019 from Cotonou, Benin to Pittsburgh, PA, USA and returning January 3, 2020, along with the Flight Protection Plan via ***. A confirmation email was emailed to the email address on file.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on December 17, 2019, the customer called in and asked for details about the ticket. Our representative advised that the email could be used as a confirmation at the airport and suggested that they check in on the airline’s website at least 24 hours before the flight.
On January 2, 2020, the customer called and stated that he needed an alternate flight option because there was a schedule change made on his reservation. Our representative contacted the airline and was advised the ticket was in exchange status and suggested that our representative contact ***. Just as the representative was about to call the customer line disconnected and was not able to reach the customer back.
Expedia was been able to review the airline system and on January 2, 2020, *** performed a schedule change on Pittsburgh, PA to Toronto, ON, *** segment cancelling the 625am flight and adding the flight departing at 1025am; along with issuing a new ticket.
Expedia can also confirm on January 3, 2020, *** performed a schedule change adding Pittsburgh, PA to Dorval, Quebec, Canada, Dorval, Quebec, *** to Paris France and Paris France to Cotonou, Benin; along with issuing a ticket. Expedia cancelled the Pittsburgh, PA to Toronto, *** segment after the airline issued an exchange ticket
After further review on January 13, 2020, after review of the airline record, I contacted *** Airlines and they confirmed that ticket number *** was issued on January 2, 2020 by *** for flight PIT-TOR; that ticket was then exchange for *** ticket number *** flight for flight January 3, 2020 flights PIT-YUL-CDG-COO and the ticket is showing as used. Expedia works from a live inventory and can only make changes that are available in our system. There are times when an airline has availability and the availability is not in our system. Based on the above it appears the availability was in ***’s system and they took over ownership and issued the ticket under their ticket stock.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
In addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:Terms of Use -Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Sincerely
Reservations confirmed and clarified "no cancellation or resort fees" will be applied if you choose to cancel this vacation as long as it's before 6pm on May 21, 2020. The booking was to begin May 24th, and I was working with a travel agent. I advised the Expedia reservations agent of this and I didn't want to committ to something. His response was "since there are only 2 remaining at this property, you should consider booking since it's free to cancel and no fees associated with cancelling. I repeated & confirmed and had him clarify back to me more than 3 times, and he repeated "yes mam, no cost to you to cancel this reservation, it's free to cancel." Well, the emailed Itinerary that he sent to me didn't correlate with the phone call. Said this (copied and pasted from the original itinerary:
***
Rules and restrictions
Cancellations and changes
If you cancel or change your plans, please cancel your reservation in accordance with the property's cancellation policies to avoid a no-show charge.
Cancellations or changes made before 6:00pm (Eastern Standard Time (US & Canada)) on May 21, 2020 or no-shows
are subject to a property fee equal to the first nights rate plus taxes and fees.
Cancellations or changes made after 6:00pm (Eastern Standard Time (US & Canada)) on May 21, 2020 or no-shows are subject to a property fee equal to the first nights rate plus taxes and fees.
Deposits charged by the property will be applied to any cancellation or change property fees.
***
I called back to ask why did the agent repeatedly tell me there would be NO FEE to cancel and it was FREE CANCELLATION and to cancel this reservation because now I have a trust issue. Looked at our bank statement and there was a pending charge. I was on the phone over 3 hours with different ranking members, support team, supervisors and even calling the hotel directly (of which was of NO help and the agent there extremely rude as well (***--beware of the personnell representing this resort..I feel sorry for any timeshare owners as well. He (at *** (name pronounced Akeem) actually said to me "I doubt you get any refund and I doubt you get to speak to a supervisor"...and within minutes he hung up on me & the expedia supervisor that told me he couldn't get through to a supervisor when he attempted while having me on hold). This was an attempt to do a 3 way call with Expedia rep bc after an hour working on this and speaking to multiple Expedia personal from front line agents, supervisors and management -- I felt they were shuffling me around in circles and telling me some of the same veriage "we need to send this to our back end support team so they can pull the phone call recording and listen the conversation, upon doing so we will determine if agent told you this and credit will be determined on those findings agent will be reprimanded etc. blah blah blah." No problem, but why did your supervisor ask me to hold while he went to pull the recording and review? AFTER I had already been on phone & periodically holding over 50 mins Only to return to the phone TWENTY MINUTES LATER to tell me he was going to have to send to his back support team to pull and analyze?!?! At this point, I"m on the phone 1 hour and 27 minutes and 34 seconds!!! I hung up after he had me on hold for 2 minutes (after holding 20 for him to review the call) only to find out he did not review the call!! . AS A GOOD NOTE...about 15 minutes after I had hung up from this 1.5 hour ordeal...as I was *** Expedia complaints and looking here at the Revdex.com complaints (alot of them)... also was looking for a phone number to the corporate HQ of Expedia....my phone rang and it was a Manager saying she was from Corporate. Within 15 minutes of us discussing my issues and listing every name I spoke with etc. etc. etc.....she AGAIN told me the same spill "need to send to the back end group support team as they need to review" and I vented my frustrations & explained that I was TIRED of the Complete disregard to me as the paying customer that had been lied to and representatives from her company continue to pass me along to someone else who'll listen...and I wanted HER DIRECTOR as I was TIRED of all the CIRCUS BS!!! Within a few minutes she credited the issue like it was nothing! Wasted my time and when all said and done almost 3 hours of my day dealing with these people! NEVER again! Will not use them or promote them and will be sure to share my experience so that others are not lied to so that an agent can get commission or credit for a booking (or whatever compensation is so valuable that they need to lie to customers in order to get bookings! I will STILL have to watch my bank account to make sure in 6 months they don't charge me again erroneously!
I reserved and paid for a hotel for Sep 21-24 in Taiwan. I reached the hotel and they said they did not have my booking. Turns out the hotel changed the name for one of the property under their group. And in the listing it says hotel but in fact it was a hostel. I have to pay and stay in another hotel.
Expedia agreed to refund me the hotel and reinstate the $100 coupon code I have used in this booking for the account *** so I can use next time. I considered it resolves the issue because I can still make a booking afterwards and use the discount.
However when I wanted to book a new booking in Dec, they refused to confirm all bookings that I wanted to make. I asked my friend to try booking the same hotel and it was totally alright, while for me when I try every payment method it just won’t go through. I consider that as a fake refund of the coupon because I can’t use it again due to the blockage.
I have called in Dec and Jan, every time they promised a reply within 24 hours but ended up no one called. I wasted over 9 hours on 4 calls and 1 online chat because of the booking not going through.
January 8, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a hotel reservation. We understand Mr. is requesting a refund of his $100.00 and $50.00 Expedia Travel coupon as he is having difficulty
using the coupons online to book a reservation.
Our records indicate that on August 29, 2019, Mr., or an authorized user of his Expedia account, self-booked a hotel reservation using Expedia’s website, under itinerary *** with stay at the *** check-in on September 21, 2019
and check-out on September 24, 2019.
Upon review, on November 25, 2019 Mr. cancelled his reservation and his $100.00 Expedia Travel Coupon was replaced back into his account until December 31, 2020. The $50.00 Expedia Travel Coupon was added into his account on a previous
itinerary *** and expires on April 30, 2020. We have verified that those coupons are active and there is no site error.
The coupon can be redeemed toward the future purchase of an Expedia Rate Hotel (pay now) either as a standalone reservation or in a Vacation Package. The coupon is valid for one year from the date of issue. We are unable to accede to his request of a
refund as this request goes against the terms and conditions of his coupon agreed to at the time of booking. Here are the steps to retrieve a “saved coupon” into your account:
• Go to My Account and choose Coupons, then choose Use Coupon.• Search for eligible travel and choose the option that works for you. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez MCorporate Correspondence Team
Tell us why here...
Complaint: 14066292
I am rejecting this response because:
I was not able to book any hotel being mentioned in the reply.
Customer service confirmed that the account is temporary suspended by security department for safety.
Customer relation department did not look into detail and replied something not helping at all.
I request the company to fix the account as soon as possible.
Sincerely
Complaint: 14066292
I am rejecting this response because:
Expedia did not consulted the technical department for why the account cannot book any hotel, via the website AND over the phone.
I called the hotline tr*** to book a hotel, they explicitly told me they see an error sa*** that the account cannot book any hotel now due to a “security issue”. They need to consult the other department to investigate what happened.
I suggest Expedia start investigating why my account is showing such message to all the agent I contacted, instead of simply repl*** useless message.
Sincerely
January 20, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Mr. *** (Revdex.com case number ***). We regret to hear Mr. *** did not accept our response and/or resolution offered.
We have reviewed the documentation Mr. *** provided to further address his concerns.
Upon further review, the email address Mr. provided: *** shows the account is active we do not show it is tagged for any security breach. We are requesting Mr. *** to provide us additional information regarding the what
he provided to the agents for further investigation.
We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Dez MCorporate Correspondence Team
Expedia.com shows rate for room at *** dates 3/4/20- 3/5/20 as $11,902. Calls to Expedia deny the room type and rate is viewable in their system. What Expedia posts on its website, in this situation, is erroneous. They claim to not be reasonable for information on their website.
January 6, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number (***) regarding a hotel reservation. We understand Ms. stated she attempted to book a one night stay at the *** for March 4-5, 2020, and
the price showed $11,902.00.
Upon review, we show as with all online travel companies, Expedia works from live inventory. Airlines and hotels routinely change their prices. In addition, they limit the number of seats and rooms available for discounted rates; as they sell the discounted
seats and rooms, those rates are no longer available. Consequently, it is possible that a specific price will be available when you begin planning your trip but will no longer be available when you try to purchase it.
We verified the cost currently at the *** for the dates of March 4-5, 2020 starts at a nightly price of $87.00 depending on the room type. Hotel pricing and availability is always subject to change.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Dez MCorporate Correspondence Team
On 1/4/2020 I placed a reservation with ***/Parent Company Expedia Group. The cost of my rental was $140.07. The terms agreement to Local Residents on Car Rentals Site read as follows local residents must present proof of insurance and driver's license. The Supplier for the rental was *** rental located at ***. The rental contract was dated Sat., Jan. 4th thru Sat., Jan. 11th. Pickup time was 12 p.m. Upon arrival to the supplier I was informed that I had to have a flight itinerary and an out of state license. I did not have any if these items therefore the Supplier canceled my reservation and asked that I contact the 3rd party whom I made the purchase with. I contacted *** and requested a refund. I was originally refused a refund. After several m8ns. The agent offered a refund charging me a $25 fee. In addition I was informed that I had to wait up to 14 business days to receive my refund. My dissatisfaction with this company is that they refuse to uphold the contract agreement on their webpage. At the time of purchase I saw only the companies terms of agreement it was not until I spoke with the supplier that I was informed that their agreement was not part of ***'s Agreement. I requested to speak to a supervisor at *** and was informed that the use several suppliers each with different requirements. The supervisor tried to convince me that I was not looking on the correct site but could not deny the disclaimer I read in regards to rental agreement for local renters.
Dear ***,
Thank you for reaching out.
According to out records, you placed a “Pay Now” reservation on January 4th, 2020 for pick up on the same date. You then contacted us and requested a refund to which we have informed you, we would make an exception for a refund minus a fee.
Please note that CarRentals.com serves as a third-party intermediary with car rental agencies and is subject to the rules and restrictions of those providers. Furthermore, when finalizing the reservation on CarRentals.com, you agreed to the Prepaid Rate Terms and Conditions which explicitly state the following:
If you cancel for any reason your payment is non-refundable. If you modify this reservation, or fail to pick-up your rental car on the scheduled pick-up date, your reservation will be canceled and you will not receive any refund or credit. We reserve the right to cancel or modify reservations without notice if it appears that a customer has engaged in fraudulent, illegal, or inappropriate activity or under other circumstances where it appears that the reservation contains, or resulted from a mistake or error.
The specific supplier conditions applying to the reservation are provided during the purchase procedure and declare:
We do not rent to local renters and in order to qualify for the rental you must have a valid return itinerary in order to rent. (our agent can ask to see the return air ticket)
These restrictions may still be reviewed on your reservation page, under the Car Rental Company Rules and Restrictions link and the cancellation policies are available here: https://www.carrentals.com/terms-and-conditions/
The supplier has confirmed that a refund minus a $25 fee was processed already on January 7th and if not reflected yet, please contact your bank for further assistance.
Your feedback and comments are appreciated. Please know that the Local Renter restrictions have been recently added to the main booking page (only when applicable) in hope to help our customers be more aware of potential inability to rent a car.
I hope you find this resolution satisfactory and if you still have any other concerns, you may reach us directly at [email protected].
Best regards.
Luis,
Escalations Team, CarRentals.com
I was charged for two vacation items that I could not access while in Paris. The companies did not answer the phone for me or Expedia while in Paris and I had to repurchase tours in euros!
January 13, 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 activity reservation. We understand Ms. is requesting a full refund for itineraries
*** and ***, as she had to pay for a new ticket directly at the counter due to invalid vouchers.
Our records indicate that on December 25, 2019, Ms., or an authorized user of his Expedia account, self-booked activities using Expedia’s website, under itinerary *** with ***
*** on December 29, 2019. Also, for itinerary *** with *** on December 29, 2019 .
In an effort to resolve this matter, Expedia has consistently remained a liaison between Ms. and the vendors to advocated on her behalf to obtain the approval Ms. has requested. We
were able to receive an approval to refund from *** for itinerary *** and processed a refund which will be within to 7-10 business days.
However, we have not been able to receive a response from itinerary ***. In order to help resolve this request, kindly attach a screenshot or a receipt of the charges for further investigation.
The services provided by Expedia to Ms. are that of a third party booking agent, in this case ***, is the merchant of record (i.e. the company who charged the customer’s
credit card) and as such accepted the funds for Ms. purchase. Therefore, we need to obtain the necessary information needed to provide an appropriate resolution.
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
Expedia inflates the Starr ratings of hotel.
I recently booked a hotel with a Starr rating of 4 on Expedia but upon arrival management told me they are only 3 Starr hotel. Room conditions was so poor;it even had a boiler inside my room. Hotel is overcharging us on car parking fees . Expedia never alerts us on car overnight charges.
Not enough towels or bathroom shampoos and shower gels.
Expedia site needs to be accurate about property descriptions and list all details
I had a confirmed booking for a car rental at *** with *** using the Expedia website. When I got to the airport at the time of the rental *** (who service *** at the airport) refused to honor the booking and the only choice I had to avoid being stranded was to accept a *** rental at $500 more. None of the 3 parties - ***, Expedia and most importantly *** will not explain why this happened and cannot or will not point to any legal wording that makes it contractually legal or expected that the rental agreement might not be honored. This affects many future customers. *** just refused to answer point blank although their sales representative at the counter was clearly manipulating the situation. *** say 'as the rental was with *** you should refer the issue to them' and Expedia said *** would have to resolve.
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 Mr. *** (Revdex.com case number ***) regarding a car rental reservation.
Our records indicate that on October 27, 2019 Mr., or an authorized user of the account, self-booked a Pay Later, four-day car rental with *** Rent-A-Car, including the collision damage plan, picking up November 20, 2019 at *** Airport and returning November 24, 2019, under itinerary ***. We understand that Mr.’s rental price wasn’t honored upon pick-up, he is seeking the difference of $500, to be refunded.
On November 27, 2019, Mr. contacted Expedia to discuss charges applied to his credit card by ***/ *** Rent a Car. Therefore, we contacted *** to obtain a breakdown of charges administered by them. The total amount of 549.60 GBP was charged for the rental and 250.00 GBP was held as a deposit. The total 549.60 GBP equates to $725.00 USD, the rental was reserved for $164.01 USD, however any additional rental fees is collected at pick-up.
Respectfully, once Mr. supplied the rental car contact for Expedia’s review we discovered that he agreed to add additional product(s), *** who applied the applicable charges and taxes related to his new agreement as he signed/ accepted the following: 114.54 basic rental, 172.50 rental upgrade, 13.32 licenses and fees, 204.24 roadside assistance, 45.00 third party coverage, for a total of 549.60 GBP.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We hope Mr. understands we must adhere to the policies dictated by the supplier ***/ *** Rent a Car. Each supplier which we do business with, has their own rules and regulations which are added to each individual itinerary.
On January 7, 2020 as a courtesy, Mr. accepted via a social media complaint, a refund of $399.91 USD. The time it takes for the refund to post depends upon his financial institution, generally taking three to seven days.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
ON SEPTEMBER 27, 2019 I BOOKED A FLIGHT FOR A FRIEND COMING FRON NASHVILLE TO SEATTLE LEAVING ON SEPTEMBER 28, 2019. I ALSO PURCHASED THE FLIGHT INSURANCE PROTECTION TO BE REFUNDED IN CASE OF ANY CANCELED FLIGHTS. THE FLIGHT COSTED $315.05, TAX $44.51, CANCELLATION PLAN COSTED $26.00 FOR A TOTAL OF $385.56. MY FRIEND DIDN'T MAKE THE FLIGHT AND THE *** CANCELED THE FLIGHT. ON SEPTEMBER 29, 2019 I CONTACTED EXPEDIA FOR A REFUND AND THEY REFUSED MY REFUND STATING THAT THE AIRLINE CANCELED THE FLIGHT SO I'M NOT DUE A REFUND. THAT'S NOT IN ANY OF THEIR POLICES. I TRIED TO DISPUTE THE TRANSACTION THROUGH MY BANK AND BEEN UNSUCESSFUL BECAUSE EXPEDIA IS STILL REFUSING TO REFUND MY PURCHASE OF THE TICKET.
January 6, 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 refund request for an airline reservation.
Our records show on September 27, 2019, Mr. self-booked a flight reservation on Expedia.com via itinerary number ***. The customer purchased a basic economy fare along with a cancellation plan which could be used before the trip start date. The trip start date was scheduled for September 28, 2019, at 7:45AM. We understand from the complaint, Mr. believes that because she purchased the cancellation plan she is due a refund of the amount he paid for the flight. Mr. is requesting a full refund of the airline tickets $359.56, and a refund for the insurance which she paid $26.00. A total of $385.56.
Upon researching the customer’s complaint we can confirm this ticket is non-refundable. The passenger missed their flight and was tagged as a no-show by the airline. The cancellation plan is no longer able to be used if the customer misses their flight. The ticket is then considered lost value and no changes or refunds are able to be made.
On September 28, 2019, after the flight had departed, the customer called Expedia and was informed that the ticket was lost value since the airline tagged the passenger as a no-show. The customer got upset and mentioned she would dispute the transaction with the airline.
Expedia’s goal is to provide an exceptional customer experience. As you may know, Expedia.com acts as a third party intermediary for airlines, car rental companies, and hotels. We are unable to refund a ticket which was not used and is non-refundable per the airline. This has been documented on the customer’s Expedia account.
We do regret any inconvenience Mr. has encountered in resolving this matter.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel A Customer Correspondence Team
Complaint: ***
I am rejecting this response because:
Nowhere in the Cancellation Plan does it say you must cancel before your flight. This is a misrepresentation. Nowhere in the Cancellation Plan does it say you lose rights to a refund if you don't cancel before the flight. This is also a misrepresentation. More so, I was under the impression that's what the Cancellation Plan was for, if you miss or can't make the flight. The big issues here is in the Cancellation Plan, it states reasons and circumstances in which a refund may be given. One of the reasons is emergencies. Expedia never asked or inquired about the reasons the flight was missed. They just flat out denied my refund. Expedia's explanation don't make any sense. They stated that in order to receive a refund you must cancel before the flight. However; most people don't know if they need to cancel a flight until the last minute or after the flight. Another point I would like to add is I had no control over the person that the ticket was purchased for, which is the reason for the Cancellation Plan in the first place. If they look through my history with them, this is the first time I ever purchased the Cancellation Plan. Never before at any time. It's sad that Expedia is stealing their customer's money and can care less whether they lose a customer or not. I will never book with them again from here out. I'm not giving up on my refund if I have to take this to court.
Sincerely
I have been a customer of expedia for more than 15 years.
I recently booked a *** through expedia- Itinerary #
***.
At the time of booking I paid 1012.80 dollars.
There was some more money due for future date.Apparently an email was sent by expedia somewhere in dec 2019 that said the trip will be cancelled if I don’t pay the money.
I took the email as a scam/phishing email and ignored it.
I logged in to my expedia account which did not mention anything about payment or due date or about cancellation of the trip.
Today as I was making some other plan through the expedia phone app,the trip showed up as cancelled.I called customer service and I was told that the trip is cancelled and that I would lose the money as a penalty for not depositing the final payment.
Interestingly the actual expedia website still shows the trip as active with no mention about it being cancelled or due date for money etc.
I have both screenshots of the phone app and website.
As you can understand that this is very frustrating and misleading.
If I had not called today,I would have thought the trip to be active.
I have called customer service who are not ready to take any responsibility of this discrepancy and I am ending up losing 800 dollars in penalty.Hoping to finding some answers.
January 8, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** Revdex.com case number *** regarding being refunded for $1012.80.
Our records on September 7, 2019 indicate, Mr. or an authorized user of the Expedia account purchased four-night *** (Roundtrip), embarkation on March 16, 2020 and disembarkation on March 20, 2020 via itinerary ***0. A confirmation itinerary was emailed on the same day to the email address on file and has not been reviewed. A second confirmation itinerary was emailed on the same day to the email address on file and has been reviewed three times.
On December 10, 2019, Expedia emailed Final Payment Notice 1 (7 day notice).
On December 15, 2019, Expedia emailed Final Payment Notice 2 (48 hour notice).
On December 18, 2019, Expedia emailed the Cancellation Confirmation of the 4-night *** (Roundtrip), March 16, 2020 - March 20, 2020 (Itinerary #***).
On January 3, 2020, the customer called inquiring about cancellation. The call was escalated; the next representative took over the call and advised there is nothing that we will be able to do since the booking was cancelled due to non-payment and a cancellation email was sent.
In addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:Terms of Use -Supplier Rules
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Terms of Use - Liability DisclaimerThe carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above Expedia is not able to honor Mr. request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
I paid for travel insurance that was supposed to cover flight cancelation. Now I'm being told that I can't just cancel. I need to file a claim and provide supporting documentation. I cannot do that. I have a family member who is sick with cancer. I am not going to ask her to provide documentation for me while she's going through this illness. I believe the company used deceptive means to get me to pay for this service.
January 6, 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 Mr. *** (Revdex.com case number ***) regarding a flight reservation.
On August 2, 2019, Mr. or an authorized user to the account self-booked on Expedia’s website, under itinerary ***. Travel is with *** and *** Airlines, traveling from Cleveland, OH to Phoenix, AZ departing on February 27, 2020 and returning on March 4, 2020. The flight reservation includes a Cancellation Plan, administered by travel guard. We understand that Mr. is requesting that we nullify the protections plans claims process by issuing a refund of $346.77, excluding the protection plan.
On January 2, 2020, Mr. contacted Expedia for cancellation assistance utilizing his protection plan. Regrettably, Expedia cannot submit a claim on a customer’s behalf. Therefore, we provided Mr. with Travel Guard’s contact details listed (below) as part of the (disclosed) terms and conditions.
See the following hyperlink and contact details for the Travel Protection Plan:
https://webservices.travelguard.com/Product/FileRetrieval.aspx?CountryCode=US&StateCode=NW&ProductCode=009167&PlanCode=P1&FileType=PROD_PLAN_GM
USA 1.855.266.4974
International: 1.516.342.4503
Email Address [email protected]
In addition, travel guard’s hyperlink is provided during the customer’s booking path and was available for Mr. pre-purchase elevation. Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. *** and *** Airlines are (the entity that received the funds and the companies that charged the customer’s credit card). We cannot provide a refund unless approved by the airlines and must adhere to both of their policies.
Furthermore, by selecting to complete this booking Mr. acknowledged that he read and accepted the Airlines Rules & Expedia’s Terms of Use below:
(See) airlines rules + the protection plans disclosures:
*** Airlines: Ticket is nonrefundable and changes are not permitted
*** Airlines: Ticket is nonrefundable and changes are not permitted
*View insurance details and disclosures (Opens in a new window.)
*https://webservices.travelguard.com/Product/FileRetrieval.aspx?CountryCode=US&StateCode=NW&ProductCode=009167&PlanCode=P1&FileType=PROD_PLAN_GM
Expedia’s Terms of Use:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
While we regret Mr. experience was not as we would have hoped due to the information provided above Expedia is unable to honor his refund request.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: Expedia offers the service on their site; therefore, I believe Expedia is responsible for it -- not a 3rd party. When I selected the option, I did so under the belief that cancelation insurance means I can cancel and receive a refund. Expedia should be more transparent with its services. I believe the company is using deceptive practices to sell this product.
Sincerely
If I could provide 0 stars I would. I wish I would have read through some of the reviews posted here at Revdex.com before booking through Expedia. Their travel insurance is a scam and should be illegal. You cannot cancel the insurance before picking up the car. Only before the scheduled pickup time. I found this out when I picked it up past the time I had scheduled online. I had changed my mind and they would not allow me to cancel. Then to top it off, they charge per calendar days, not a 24 hour clock. If you rent on say day 29, 30, 31 picking up at 9 pm on the 29th and returning at 8:30 pm on the 31st (less than 48 hours) you will be charged for 3 days instead of 2 days. You will also not be refunded your money for any days you do not use it if you return the car early. It seems like it is a great deal when they charge you only $10/day, but unless you read the fine print, you don't realize how bad it is. It is better to go through the rental car agency for their insurance. It will likely cost you the same amount of money and the coverage is a lot better. With the experience I had just in the charges, I am very confident that if an accident would have happened and I had to file a claim it would have been a nightmare. Please also keep in mind that Expedia's insurance, if they decide they are going to cover you in an accident, does not cover loss of use whereas the rental car agency's insurance covers everything. ALWAYS check to see if the rental car agency will honor the same rental price to avoid using some of these booking sites.
I booked a hotel reservation for 2 nights. The company had previously provided me a coupon for future use. This coupon was used on this reservation. The hotel was beyond horrible and the hotel agreed to refund 1 night. Expedia refuses to refund my credit card for the 1 night; instead they have chosen to make me pay for the 1 night and keep their coupon. I requested that my credit card be refunded and they’ve refused to do so. I am the individual that suffered during the stay. If it was my coupon to utilize as I pleased, I choose to use it to pay for the horrible night that I stayed at the hotel. They have chosen for me and kept the $200 coupon, which is stealing. I spoke with Monica a supervisor who was of no assistance.
January 2, 2019 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 ***. We understand that Ms. is asking that we issue a refund for $259.00 for here hotel reservation. Our records indicate on December 22, 2019, an Expedia representative booked Ms. *** a two-night hotel reservation at the ***, checking in on December 30, 2019 and checking out on January 1, 2020 via ***. A confirmation was emailed to the email address on file and it was opened once. On January 1, 2019, Ms. called in and advised that she did not agree with the refund amount of $12.93. Our representative advised after the $200.00 coupon was applied to the first night that was the cost of the first night. Ms. advised she had a bad experience with the service provided at the hotel. The hotel approved the first night to be refunded based on the experience. Our representative offered to reactivate the coupon, but she wanted the refund as well. Our representative called hotel and they denied refunding the second night. The $200 coupon was reissued to the account and Ms. stated she would dispute charges with her credit card for the remaining amount. After further review on January 2, 2020, I was able to review the reservation, the confirmation itinerary and the coupons associated with the account. Our representative issued a refund of $12.93 for the first night. The reservation was charged for one night in the amount of $265.65 and the other night a $200 coupon was applied. After our representative issued a refund of $12.93 and reapplied the $200 coupon to the account for future use. The hotel only authorized Expedia to refund one night. Expedia is not able to honor a refund request for this reservation. 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:
When I booked the reservation, I was not informed by the representative that the coupon was being applied to the 1st night of my reservation. This should’ve been disclosed in the beginning when the reservation was made, not at the end when there was an issue. Expedia is incorrect, I do not want the $200 coupon and the refund, I am requesting that I be refunded the money to my credit card and that the coupon be applied to the night that was not utilized. They are refusing to do this. If this was disclosed in the beginning, I wouldn’t have an issue now. If the coupon is mine to utilize, I should be able to use it as I please. Expedia and their agents should be forthcoming with information in the very beginning, so that customers can make an educated decision. Because they did not, they should honor the request refund the money to my credit card and allow me to use the coupon. Thus, I officially reject there response and will take this up with my credit card company if needed. Also, I will find a formal complaint with the FTC.
Sincerely,
.
Sat, Dec 28th I attended a football game with a friend of mine. The game ended late and we were beyond tired. I did not want to drive 2.5 hours home already exhausted so I decided to book a hotel room. Went to searching and came across a *** unbeknownst to me 30 minutes away from where I was. While in the process of starting to enter my card information to RESERVE the room & BEFORE I can hit submit; the page refreshes and a charge had been placed on my card in the amount of 154.12! I instantly contacted Expedia to revoke the payment as prior to I found another hotel closer to me who I booked directly with. I was hung up on twice and on hold for 25minutes on the third attempt. I then called the hotel who states that my money cannot be refunded I NEVER STAYED AT THIS HOTEL!!!!!!!!!!!!!! This incredibly inconveniencing and never intended! I need EVERY dime placed back on my card as I do not have money to throw away. I now know to stay away from this sneaky site!
January 1, 2019
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 ***. We understand that Ms. is asking that we refund the hotel reservation, stating the system refreshed and charged her before she clicked on submit.
Our records indicate on December 27, 2019, Ms. or an authorized user of the Expedia account purchased a one-night hotel reservation at ***, checking in on December 27, 2019 and checking out on December 28, 2019, along with the Hotel Booking Protection via itinerary ***. A confirmation email was emailed to the email address on file and reviewed six times.
After further review on January 1, 2019, I reviewed of the account, there have not been any calls or complaint about the reservation. I was able to review our back office system and identified the “complete booking” button was clicked on after the credit card number, expiration date and three digit security code were entered. I was also able to verify that the reservation was reviewed on twice at two separate times, after it was created.
Expedia is not able to honor a refund request for this reservation. 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: I did not proceed with the reservation and only reviewed the booking as directed by the agent. This is *** ridiculous! I will NEVER use your *** services again!
Sincerely
We purchased and all inclusive package through Expedia at the ***. We bought the “standard” package, which was supposed to include room service. Upon arrival to the resort, we learned that it did not include room service and we would have to change packages and upgrade to the “superior” package for $350 more. Upon contacting Expedia to resolve this, they informed me that it was the “hotel fee” (of $1per day) listed on their website. That was the TAX imposed resorts by the Mexican government and we paid that upon arrival. Then Expedia said it was meaning someone will assist us 24 hours and not meaning food service 24 hours. The room service is listed under “food and drink”. Then they told us that on the hotels website, it has the “standard” package as not including room service and all the others do. Expedia is giving us the run around and not solving this false advertisement issue. If we would have known room service was not included, we wouldn’t have booked this resort.
On the Expedia website, if you look at a resort that offers room service but does not include it in the price, it is not listed under the “room information” button. Ours was listed under the room information button.
The first Expedia representative we spoke to informed us that if it was Expedia’s fault, there would be financial compensation. They said that the hotel was not at fault. Now they are saying they will not financially compensate us anything and keep trying to say it has been “resolved”, which it has not.
January 2, 2019
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 ***. We understand that Ms. is asking that we refund her $350.00 for the room service that the hotel advised her it would cost, if she added it.
Our records indicate on March 26, 2019, Ms. or an authorized user of the Expedia account purchased a package reservation with two roundtrip *** flights departing on December 17, 2019 from Seattle, WA to Seattle, WA and returning on December 26, 2019 along with an eight night hotel stay at *** and roundtrip transfers from the hotel to the airport via itinerary ***. A confirmation email was emailed the email address on file, it was opened and reviewed twice.
On December 27, 2019, the customer called in and stated that room service is not included with the reservation and that the hotel will not honor this service. The call dropped and the representative was unable to reach the customer back..
On December 29, 2019, the customer called in complaining that reservation is not all inclusive. Says the room service is not included and that they would need to upgrade per the hotel. Our representative tried calling the hotel but was unable to reach them. Our representative was able to verify on our site that it shows 24-hour room service. Expedia and the customer sent numerous emails on December 29, 2019 to each other about the 24 hour room service. Expedia last email advised the request was denied based on the listing of 24-hour room service.
After further review on January 2, 2019, I reviewed the reservation, the confirmation itinerary, the amenity listing and recreated a reservation on our site for the hotel. The 24 hour room service is listed as available, but it does not state the 24-hour room service is free or included. It appeared as follows:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
As the hotel has listed free minibar items, free toiletries and free roll-away the 24-hour room service is not listed as free or inclusive. The listing is letting the consumer know that the hotel offers a 24-hour room service option.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, activities and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the vendors.
In addition , at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
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 is not able to honor a refund request for this reservation. 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
January 27, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for forwarding the Revdex.com *** consumer rebuttal from Ms. ***. We regret to hear Ms. did not accept our response.
We are again responding to Ms. *** complaint regarding the standard room having 24 hour room service listed as an amenity. Ms. is asking for a $350.00 cost she would have had to pay to upgrade to a room that offered the 24 hour room service.
Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process.Expedia has previously identified the problem of the 24 hour room service. We have previously advised that we have communicated with the hotel and they have responded advising the type of room does not have 24 hour room service but not response regarding your requested refund. Based on the hotel not authorizing us to refund for the room service issue, previously we issued a $200 coupon to the Expedia account for the inconvenience of the experience.
Based on the above Expedia is not able to honor a refund request. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Di-Di FCorporate Correspondence Team
Complaint: ***
I am rejecting this response because:
We paid for room service with our room package. Obviously, Expedia knows they messed up and are trying to put the blame on the resort to not take responsibly for their false advertisement. You have given me the run around and made me explain myself too many times. This is ridiculous and I will be sharing my experience with everyone around.
Sincerely
Expedia charged me $209 for the hotel, and when I cheeked out, I got the receipt from the hotel from much less, I have both Expedia, and hotel receipt,, I contacted Expedia, they told me price is not guaranteed, the representative was going in circle with me, then he offered $200 towards my next booking, I request to resolve this one not future booking, then the managed rejected that resolution also, they charged more than the hotel, I informed the hotel that I paid more, they showed me that my booking was for much less than what I paid, I have Expedia receipt and the hotel receipt that shows that I reserved and paid through Expedia
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 Mr. *** (Revdex.com case number ***) regarding his hotel reservation.
Our records indicate that on December 12, 2019, Mr., or an authorized user of their Expedia account, self-booked three non-refundable hotel reservations with ***, located in Wadi Musa, Jordan for five travelers. The accommodations were from December 15, 2019, to December 16, 2019, under itinerary ***. We understand Mr. is requesting a full refund of $209.46, stating the hotel provided him a receipt showing a lower amount charged for the reservation.
On December 19, 2019, Mr. contacted Expedia advising that he was overcharged for the reservation. Mr. provided a receipt from ***, showing the charge of 38.61 *** for each room. An Expedia agent offered to refund the difference of $46.14 or place a $200.00 coupon on Mr.’s account for a future “Pay Now” hotel reservation, which he declined.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. Expedia does not own or operate any travel related services or companies and as such does not set pricing or vendor terms. We hope you understand we must adhere to the policies dictated by the hotel.
At the time of check-out the hotel provided Mr. with a receipt that disclosed what is known as our Net Rate. In order to offer the best rates to our customers, Expedia buys large blocks of rooms from hotels far in advance at a reduced rate. This reduced rate allows us to provide our customers with the lowest rates available to the public. We apologize for the confusion; however, the hotel made an error in sharing the wrong room rate with Mr.. Fortunately, what Mr. paid for the room is lower than the regularly published rates charged by the hotel. Again, we apologize for any misunderstanding.
Additionally, Expedia’s Terms of use, which were agreed to by Mr. at the time of booking, expressly state:
You acknowledge that the Expedia Companies pre-negotiate certain room rates with hotel suppliers to facilitate the booking of reservations. You also acknowledge that the Expedia Companies provide you services to facilitate such booking of reservations for a consideration (the "facilitation fee"). The room rate displayed on the Website is a combination of the pre-negotiated room rate for rooms reserved on your behalf by the Expedia Companies and the facilitation fee retained by the Expedia Companies for their services. You authorize the Expedia Companies to book reservations for the total reservation price, which includes the room rate displayed on the Website, plus tax recovery charges, service fees, and where applicable, taxes on the Expedia Companies' services. You agree that your credit card will be charged by the Expedia Companies for the total reservation price. Upon submitting your reservation request you authorize the Expedia Companies, including Travelscape, LLC, to facilitate hotel reservations on your behalf, including making payment arrangements with hotel suppliers.
While we regret Mr.’s experience was not as we would have hoped, based on the information above, Expedia is unable to honor his refund request. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Thank you,
Michelle R
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
in there reply, they stated the following
At the time of check-out the hotel provided Mr. with a receipt that disclosed what is known as our Net Rate. In order to offer the best rates to our customers, Expedia buys large blocks of rooms from hotels far in advance at a reduced rate. This reduced rate allows us to provide our customers with the lowest rates available to the public. We apologize for the confusion; however, the hotel made an error in sharing the wrong room rate with Mr.. Fortunately, what Mr. paid for the room is lower than the regularly published rates charged by the hotel. Again, we apologize for any misunderstanding.
and what happen in reality, they charged more than the hotel rate, so basically that is a big misleading response made by them
also they stated that I reject there offer to resolve by $200 coupon or paying the difference, I reject this for 2 reasons, there representative was so offensive and he tries to take me to vicious circles by stating that price are subject to change, was more than one hour on the phone just re explaining the issue and convincing them, he didn't apologize for the misleading information, instead, they were trying to mislead me again and taking me to another story by saying pricing are subject to change, and that is not true, as price should be fixed as I paid. I keep explaining to them that it is the same reservation and payment is done through Expedia, but they dont wanna listen to me or want to take me to another story and keep saying price is subject to change, it is clear in the attachment that reservation and payment is through Expedia, I forwarded them the pictures but they insisted on there point
Expedia Instead of apologizing, they tried to make me feel that they are giving me a charity and not my right which is totally unacceptable, that is why I demanded a full refund to there offensive way of talking to there customers and dealing with complains, I asked for a copy of the complain to send it to Revdex.com and they hanged up on me and didn't send me the complain ID or any other information that will support my case against them to you.
they should know that Revdex.com is there for us and will follow them for misleading information and bad treating there customers, in the attachment,
Sincerely
I purchased a plane ticket for my boyfriend for January 1 returning January 9. On December 31, 2019, my boyfriend had military police come to his house to tell him that his 21 year old son had died. *** Airlines allows for flights to be refunded for such things but Expedia refuses to do so. Expedia should do the right thing and refund the flight in full amount of $276.80.
January 3, 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 non-refundable flight reservation. We understand that the customer is seeking a refund of $276.80, due to an extenuating circumstance.
On December 17, 2019, Ms. or an authorized user to the account self-booked a basic economy flight on Expedia’s website, under itinerary ***. Travel was with *** Airlines, traveling from Philadelphia, PA to Charlotte, NC departing on January 1, 2019 and returning January 9, 2019, for a total of $276.80.
Our records indicate, on December 31, 2019, Ms. contacted Expedia for a flight cancellation inquiry due to a death in the family. We provided Ms. with *** Airlines website address where she may submit her claim online. See the following hyperlink for inquiry purposes per *** Airlines: ***
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. *** Airlines is (the entity that received the funds and is the company that charged the customer’s credit card).
Expedia’s Terms of Use and *** Airlines restrictions which were agreed to by Ms. at the time of booking, expressly states:
Terms of Use:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
*** Airlines Cancellations: Tickets are nonrefundable, nontransferable and name changes are not allowed.
On January 3, 2020, we contacted *** Airlines on Ms. behalf to request a refund be issued due to the circumstances. Regrettably, the airline declined our request by stating that Mr. ticket was suspended as it wasn’t cancelled prior to departure. However, Mr. may still visit *** , to submit a claim with supporting documentation at no guarantee.
After final review, as a courtesy on January 3, 2020, Expedia processed a refund of $276.80, back to the original form of payment. The time it takes for the refund to post depends upon the customers bank, generally three to seven days.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team