I booked a hotel room in Manor, TX through Expedia for May 22nd. When we arrived at around 10pm, the hotel first told us they didn't have any rooms with a King bed, then they said there were not vacancies at all. To make it worse, we were then told there was no record of the reservation. We called Expedia and waited on the phone for over 20 minutes (the hold message stated it would be 15 minutes) before getting a representative to help us. She asked us to hold while she called the "hotel."
While we were on hold, the hotel manager/worker told us their phone didn't work (which made sense because I had called earlier as we were having trouble finding it). When she came back on the line, I told her the situation. She asked to speak with the hotel worker, who then refused to speak with her to verify that they did not have a room or record of our reservation. He then called his manager/the owner and began speaking in a foreign tongue as I relayed this information to the Expedia representative
He handed me his cell phone and I told the owner to please tell his employee to talk with the lady from Expedia and let her know that she needed to give us a refund as something was very wrong here. He agreed, I handed the phone back to the worker and the worker verified the information with the Expedia Rep. When I got back on the phone with her, she said she hadn't understood his English (she was not native either, so the entire thing - if I had not been so tired - had become a Monty Python episode).
I told her that I heard him verify that she needed to refund us the money. She then asked for his name, so I turned to ask him and he had disappeared. I asked his wife his name, but she wouldn't answer me. We yelled until he came back in and told us his name, which I then spelled for the representative. She then gave me the really great news, I would receive a refund in "two weeks." I asked her to see if she could book us into another hotel, but she said there were no vacancies.
I really think Expedia should have found something in nearby Austin for us then paid for it even though it would have been more than the "hotel" in Manor was booked at. Seriously? We had to drive another hour to stay with a friend who graciously stayed awake until we finally arrived at a bed at midnight.
The ENTIRE point of getting a hotel was to be closer to town as I had an appointment in the morning at 9am. As it was, I had less than 8 hours of sleep and I'm still waiting for the refund to credit to my account - hasn't been two weeks yet. I have NEVER had this kind of experience with other travel sites. USE EXPEDIA AT YOUR OWN RISK!
SAN PEDRO, CALIFORNIA -- If zero stars was an option that's what I would have chose instead. I booked a trip 6 months in advance to Puerto Vallarta with my fiance… airfare, hotel and activities for ~$5000 USD. They were supposed to have a penthouse with private Jacuzzi, snorkeling trip on secluded beach with reef and a zip line tour.
First problem with them is they never allowed us to choose our seats on the plane, and sat us very far apart. The airline said to take it up with Expedia they just did what they were told (annoyed not ruined yet). Second problem, they gave us a Jacuzzi suite instead of penthouse and when I looked online again at the hotel from Expedia's website they changed all the names and categories of the rooms and the hotel blamed it on Expedia (a little more annoyed, not yet ruined).
Third problem, I followed all directions on Expedia's site and paperwork to take boat to secluded beach. We were already checked in and arrived 30 min early just like we were informed to and the boat was already a couple hundred yards down the channel and was not going to come back (aggravated).
Fourth Problem, showed up for our Zipline adventure and found out they didn't run that tour that day even though it was already booked for that day and I was already checked in according to Expedia (very aggravated, trip almost completely ruined).
Fifth Problem was the hotels, our Jacuzzi overflowed and flooded our room and the hotel didn't do anything to remedy the situation, even knowing that my fiance slipped on the water above mirror finish granite floors. (MAD! Ruined!)
Sixth problem again on the flight home Expedia put us on two different areas of the plane despite booking months in advance (ANGRY, that despite our best efforts to continually make the best of this trip all our plans were ruined by a company that could care less… they got their money!!!). After we got back I spent about twelve hours on the phone with them talking to supervisors managers and their corporate office, all I got for all my wasted efforts was a $200 credit for use at a hotel (still mad, but at least I got $200 back lol).
I booked a trip using this credit, then found out my father passed away and had to cancel this trip to go to the funeral out of state during the same time period, and was told I would get the $200 credit refunded to my account. While booking the funeral arrangements I realized I never got the credit refunded back to my account.
When I called to complete the booking using the missing credit, I was very rudely told that they do not refund credits and since I cancelled the reservation with it that it's gone now. I asked to speak to another supervisor and after being on hold for an hour and twenty minutes I was hung up on. I HAVE HAD IT WITH THIS COMPANY!!! I will never use again and will avidly go out of my way to tarnish their name and reputation because in my eyes they have neither.
My first experience booking an entire vacation with Expedia will absolutely be my last. I have spent over $6700 with them in booking a vacation to Atlantis and they screwed up the entire reservation so many times, and given me bad information, like I don't need passports for my young children. Now, I have to pay expedited fees to get passports in time and I may be in trouble. It took me 7 phone calls after my initial booking to get my trip booked from Denver to Nassau, and a hotel stay. They would not get me flight seats and said I had to take it up with the airline.
The representative who booked my Atlantis hotel reservation told me we could have 2 adults and 3 small children in one hotel room there, and when we called them for other details, they said we could not and that they no longer had any other rooms available, so essentially we had no place to stay, but flights paid for. I then spoke with their customer service department (again!) and we were on the phone for over 5 hours, trying to get their mistake figured out, and get flight seats so our small children were guaranteed to sit with us. They eventually had to move us off property to the only thing they could find, a 1 bedroom villa for more money and not as we wanted.
They are the worst travel advisors I have ever dealt with and I will absolutely warn anyone I know never to use them. It has been a horrible experience and I am still dealing with the repercussions of their lack of attention to detail as I rush to a passport office and hope I can get passports in time for an April travel date.
BELLEVUE, WASHINGTON -- We planned a vacation using Expedia, for travel to and stay at a resort in Montego Bay, Jamaica, Dec. 18-26 at a cost of $8,898.32. We got to DFW on the 18th and the airplane broke. I called Expedia four times and was on hold at one time for an hour. Expedia refused to help us get to Montego Bay, as promised in our package. On the 18th AA could take us to Miami, Florida but there was no way to get to Jamaica that day. We lost the first night at our resort. We had to return to the ticket AA ourselves to resolve the issue and were offered a ticket for the next day. In the meantime, our luggage could not be located or returned to us. Again, Expedia wouldn't help.
We were forced to stay in a hotel in Dallas ($200) and spend money for food. We also squandered a $50 Admirals Club reservation intended for the long layover in Miami, Florida. The next day AA told us our bags had been at DFW all along and would be delivered to Jamaica that day. They weren't delivered until late the next evening. We lost two days of our beach vacation because we didn't even have a swimsuit -- all we had were the dirty winter clothes we wore from Tulsa on the 18th. We paid a courier $100 to bring the bags to us at our hotel.
We contacted Expedia at the resort to ask for an extension of our trip. We were on hold for hours and paid 833 Jamaican dollars in long distance charges. When we returned home, we were once again stuck at DFW, due to weather. Expedia did not help. We paid $100 to ride with two ladies also stuck at DFW. We paid Expedia for an unused flight to Tulsa. Expedia wrecked our trip. Expedia took payment for 3 days at our resort, $200 for extra hotel fees in Dallas, $100 to get our bags, $150 in food, and $100 for a car ride back to Tulsa, though we paid for a flight. Expedia offered a package and didn't deliver, and we lost 3 days due to its refusal to help us.
MIAMI, FLORIDA -- I recently booked a business trip to Japan through Expedia. My trip had three legs: Fort Lauderdale -> Tokyo (NRT) -> Fukuoka (FUK) (by train back to Tokyo) -> Fort Lauderdale. I purchased the Total Protection Plan option that Expedia presented to me upon booking my tickets, in case I had to change or cancel any of my flights between now and the business trip in late October.
Sure enough, our client's itinerary changed, requiring me to change my flight from Tokyo to Fukuoka to a different date. When I called Expedia to make the change, they told me I would be incurring a charge of $426.30 from the airline. I explained that I had purchased the Total Protection Plan, which (according to Expedia's website) covers one cancellation or change made prior to take-off. They explained to me that I'd need to file a claim with the insurance company, and I wasn't guaranteed to get a refund.
So I switched gears. I told them to leave my trip as is, and that I would purchase a new ticket through the airline (the ticket I needed from Tokyo to Fukuoka was only $96.00). Expedia told me that if I failed to show up to my original flight, Expedia would have to cancel all my return flights. They also told me they could not cancel one leg of the trip without cancelling the entire trip because I had booked it as a multi-leg trip. Are you kidding me? I ended up having to pay quadruple what the $96.00 ticket would have cost me or risk getting stranded in Japan.
I called the insurance company (www.travelclaim.com) and explained the situation to them. They explained to me that I was only entitle to a refund if the change or cancellation was a result of the death of an immediate family member or a serious medical injury - both would need to be supported by documents. I tried arguing that Expedia's travel protection plan includes one free change or cancellation, no matter that reason.
The woman told me that technically that is only for people who book their trip as a "vacation," which means I would have had to have booked a hotel room or a rental car at the time of booking my flight. I told her I couldn't possibly have booked my hotel at that time as I needed confirmation from my clients as to what areas we'd be meeting at. Too bad, apparently - since I didn't book my trip as a "vacation" I'm subject to this ridiculous charge.
It's an absurd loophole hidden from customers for this exact purpose - to scam out of money. The woman told me my best bet was to contact the airline, which I did. The airline told me since I booked the trip through Expedia and paid them directly, there was little they could do. I will never book through Expedia again, and I will be disputing this crazy charge to American Express.
My daughter's first flight, of two, was delayed due to a mechanical issue with the plane. This delay would cause her to miss her connecting flight. When I called Expedia to see if we could get her on a later 2nd flight, they all but laughed at me. I was actually told that it was not their issue, and that it was 'a minor issue' and of 'no concern'. They said if my daughter got stuck at the airport where she was to lay over until her 2nd flight, and she actually missed the flight, we would just need to drive the 5 hours to pick her up and bring her home, or we could pay a horrible fee to attempt to change her ticket. I said I was not paying a fee for something I did not cause/choose.
After the 17th time of 'reviewing my itinerary' she said I could pay an astronomical fee (more than the cost of the ticket to begin with) or keep my preferred flight. I asked to speak to a supervisor. I was put on hold. Every few minutes, they would pick up the phone to check and see if I was still there, and then put me back on hold. Once, I actually heard them say (very sarcastically) "put it back on hold - she is waiting for a supervisor (laughter)". After 55 minutes of being on hold, they picked up the phone, said "she is still there" and hung up.
We called the carrier directly, and were told that because we booked through Expedia, they were not supposed to change our flight. Expedia makes tons of money when people are forced to change a flight (due to no fault of the passenger), and they have to ask us to go through Expedia. I told them what Expedia did, and they went in and changed her flight for free - and did it quickly. NEVER USE EXPEDIA!
WASHINGTON -- Just took my kids to Disneyland. Booked the trip on Expedia (first time) including three - 4 day Disneyland Park Hopper passes ($900). Got to park the first day (July 25) and they had no record of the tickets being reserved (even though I had the vouchers printed off from Expedia & my ID). Spent about 30 minutes at the ticket booth. Disneyland was nice enough to give us complimentary passes for one day but said I needed to call Expedia and have them put my reservation into their system.
While my kids went on rides without me I spent over TWO HOURS on the phone with Expedia (which by the way it's SUPER loud in Disneyland so very hard to hear & talk to a person with a thick accent). When all was said and done, Expedia said they would send a fax to Disney showing that I had the reservations and an email to me confirming and would send me a $50 voucher for my inconvenience.
After a couple hours I dragged my family back to the Disney ticket booth where they still had not received anything from Expedia but after another half hour of standing there talking to a manager, Disney gave us the rest of our Park Hopper passes. Disney never received a fax from Expedia but lucky for us Disney honored my vouchers.
It has now been 8 days since I spent over 3 hours dealing with that crap at the Happiest Place on Earth and I have NEVER received an email OR a $50 voucher from Expedia (but plenty of their email advertisements). Oh and by the way. The ground transportation I had from airport to hotel ALSO had no record of us in their system, but luckily I called them beforehand to confirm and they put us in their system.
UPDATE: After numerous emails back & forth with their customer service dept. I called Expedia yesterday to get some kind of compensation for the inconvenience. On hold for 1 hour & told I would receive a credit to my credit card within 5 days. Got an email from Expedia tonight saying that Disney denied my request for a refund, therefore the case is closed. I never wanted a refund from Disney! They probably never even received the $900 Expedia charged me. What a joke. Do NOT book with Expedia if you want your trip to go smoothly.
HOUSTON, TEXAS -- Stay away from Expedia. I tried booking an international flight and ended up with no booked flight and a pending balance of nearly $8000 on our credit card. The travel agent was 'helping' book the flight and processed the amount of $3920 three times instead of one. The first two transactions are now pending. The agent thought that the card did not go through so she kept on reprocessing until the transaction declined the third time!!!! What happened to our flight? That was not even booked!!
I spend 7 to 8 hours on the phone yesterday trying to call the call center several times, talking to different people each time as I was disconnected many times. My credit card co said that Expedia has to call their merchant department, confirm the charges and have them reimburse us. Most Expedia employees that I talked to deny those charges and won't call my credit card co. Even though I conference both Expedia and Amex in that did not solve the issue.
So today is Saturday I have to drop a lot of things on my schedule and make calls to both Expedia and Amex. This disrupted my husband's schedule. This is a horrible mess. Expedia agents are simply not properly trained in handling reservations and charging credit cards. They simply do not know what they are doing. They should make sure that their employees adhere to a certain protocol and not disconnect the customer when they mess up a booking and the charges associated with it. They need to have a decent level of training.
Also be aware that their travel agents refuse to provide their employee ID so they can't be tracked down. And by the way I had to reserve by phone because I had problems booking the flight online. Frankly, too many issues with this company. We still have to get those charges reimbursed. Also also a few days prior I booked a flight and after I paid for it I realized that the agent put the wrong return date in the reservation. That cost about $3780 that we had to cancel but the amount was still posted on the credit card as of yesterday... So nearly $11000 in charges to be reversed!!!!!! And no reservation.
NEVER NEVER EXPEDIA. Already start telling my friends NOT to go through Expedia. Made 4 Phone Flight Tickets booking, All flight seats are scattered, not sitting together. Worst Nightmare is a Name Spelling Mistake to 1 ticket. Upon receipt of email, called Expedia immediately on this mistake, they ignored. So I called Air Canada (AC) + CX on this. AC v helpful, called Expedia + emailed on this Mistake + Not to Issue Ticket. Expedia Issued ticket. Now asked me to cancel ticket, to rebook at much higher fare.
Expedia REFUSED to take up responsibilities and it is more > 1 month, still refused to amend Mistake. V frustrating, as air fare is getting more higher and also hardly any seat left. HIGH HANDED. Just want to Close Sale. NO SERVICE. This is FIRST and LAST through Expedia.
CALIFORNIA -- Worst customer service. I purchased a flight and hotel "Package" for a Fri to Sun. Didn't notice that only 1 hotel night was on the itinerary until a few days before our trip. I called Expedia and kept getting the run around. Was on the phone for almost 2 hours. Wanted to see why there was only 1 night booked when I purchased a package for the full time I was there. All the people I talked to on the phone said this was a glitch but they couldn't do anything about it.
Finally got sent to someone who is supposedly upper management with a name of Mallory (Probably isn't even her real name). Very rude and kept saying it was my fault and that I must have clicked different dates. I got a damn package deal!!! Why would I only get a room for 1 of the nights that I'm there. She said they would not do any type of compensation because it wasn't their fault. She really didn't seem to care about how bad her customer service was and how she was representing her company.
I recommend to stay away from them, but if you do use them and have to call to have something fixed, do not deal with Mallory. You will not get anywhere because she has no power to do anything to help you. Hang up and hope that you get someone else on the line.