UTAH -- Here's the letter that I wrote to Expedia after a very bad customer service incident:
As a customer with an unsatisfactory experience with your customer service support, I would like to take the time to write this letter just to express why I have decided to no longer use Expedia for any future travel needs. I am hoping that you value your customers and appreciate input on where you went wrong. I hope this will help create better experiences for other customers in the future.
In October of this year, 2015, I traveled to Boise where I stayed at a Holiday Inn Express. I had a wonderful booking experience and a very pleasant stay. Upon checkout, I approached the front desk clerk and asked to have my bill split so I could have two separate receipts, one for each night and each receipt only showing only one of the nights. Basically, I needed receipts that made it look as if each night was its own stay. I explained that I was traveling for business and was here in town to attend an education conference.
It wasn't in the school's budget to cover all of the expenses so I was paying for one night out of my own pocket and the other night was going to be reimbursed to me by my school. My director did inform me that I would need to bring in the hotel receipt with ONLY charges for the one night on it. In other words, a receipt with charges other than what I needed to be reimbursed for (such as an extra night) could not be processed by the school district HR department.
The employee looked up the reservation and informed that I would need to contact Expedia because she did not have access to any information regarding what my room rate was. She told me that if she could see my room rate, she would be more than happy to help me but she was sure Expedia would be able to take care of it.
On November 2, 2015, I called your Expedia customer service number and spoke with a very polite gentleman who I could tell wanted to be helpful but he just couldn't be. He put me on hold multiple times while he was constantly back and forth with his supervisor. I was informed that “the system” didn't allow him to break the stay into two nights so he was not going to be able to help me.
I explained my predicament to him and asked him if there was any way to allow the hotel to see the room rate so they could be the ones to issue a receipt. He called the hotel and, in the end, told me that wasn't going to be possible. I then asked if there was any way for Expedia to issue a receipt without using “the system”. I wasn't surprised when I was informed that was not possible either.
I expressed my deep dissatisfaction. I honestly do not think that the request I was making was really so big! I informed him that I believed that this is a case where Expedia, as a company, has the obligation to make this right to me, their customer. Especially considering the ONLY reason this request can't be granted is simply due to a limitation with what the computer is able to do. I asked for a refund for the night's stay that I am not going to be able to be reimbursed for through my job which, of course, was not something he could do for me.
I then informed him that this incident was causing Expedia to lose a customer – for life. In the end he was able to offer me a $50 credit towards a future hotel stay. I asked if that could be applied to the previous stay I was calling about and I was told that it could not be used for past stays. I declined the $50 offer. I don't plan on using Expedia again so making him go through the trouble of issuing me a credit seemed a little bit silly.
So, here I am, left to eat a business travel expense that I honestly cannot afford. I am a single mother of three small children trying to make ends meet on a part-time teachers' salary. $130 hotel stay that I wasn't planning on paying for is a big enough deal to cause financial hardship. So much so, that I am actually crying while I am writing this letter. I am not choosing to include this detail to add drama but rather to paint a real picture of who your customers are and the hardships that we face as a result of not being taken seriously by your company.
I am not writing this letter to ask for a refund or even expecting to get my receipt split like I've been asking. I just simply want you to understand why I'm not longer an Expedia customer. I also sincerely hope you take this matter to heart and make whatever changes necessary to allow for more flexibility within your computer system to grant reasonable customer requests, such as allowing multiple night stays to be broken up over multiple receipts. I hope it saves future customers the headache that I have had to experience. If you have any questions about the details of what has transpired, I would be more than happy to discuss this matter with you in more detail.
PORTLAND, OREGON -- I have an Expedia travel coupon for a $50 discount. 1st problem - online system wasn't working to process for my booking. I called Expedia to book my room. The man from India (**) ran the information and told me my hotel room would be 59 dollars with the discount and took my credit card information. He then put me on hold to get me a confirmation. 20 min later he said his computer was frozen and to hold. For the next 50 minutes this continued with him checking back periodically. Then he hung up and called back.
He told me next that the coupon system at Expedia wasn't working. Therefore my card was charged for the full reservation amount but Expedia would credit 50 off my card. (This went from 11 P.M. to 12:20 A. M.). He then transferred me to someone who asked to take my reservation. I was in bed by then and was not happy. She then transferred me to a supervisor (**/also India) who explained to me once again they would refund me the $50 if I booked the reservation. I asked how long until the card was refunded - 2 weeks! I told him I would not book then. He told me my card was already charged the full amount and it would be two weeks to credit my card.
I HAD NOT authorized AT ANY TIME this charge. When I told him this was unacceptable he argued and said "obviously you authorized the $109 or we wouldn't have your credit card number." I explained I authorized $59. I cancelled the reservation.
Went on my bank today and find 13 authorizations on my credit card from Expedia! I called to speak to a manager but you must go through the system. So I started with ** (India) who when I tried to explain what had happened she interrupted immediately and said "we have solved this by crediting your card. There is nothing else to do." I asked to speak to a Manager.
I received ** (American) in the corporate office. He explained that they had put a credit toward my card and therefore the issue was resolved. I asked if they do anything for customer satisfaction, take responsibility or at least apologize for the horrible experience I had. No. He said it was the representative who had screwed up, not Expedia. I asked if they stand behind what their representative does - NO. I asked if they do anything to appease or assist customers who have had a horrible experience. - NO. I asked if there was a way to cash out my
Expedia credits as I NEVER WANT TO USE THEM AGAIN. NO.
All in all Expedia charged my card for an amount that was not authorized. Spent over 2 hours on the phone on the first day (And 45 minutes the 2nd in trying to talk to a manager). And now have 13 authorizations on my card with still no hotel. EXPEDIA IS THE WORST AND HAS NO APOLOGIES OR QUALMS ABOUT HOW CUSTOMERS ARE TREATED!
CLEARWATER, FLORIDA -- First time using Expedia. I book a Quality Inn Hotel room near the Clearwater airport. I spent 2 hrs searching websites and boy do I wish I wouldn't have gotten this hotel or used Expedia. The hotel should have been named homeless ghetto inn. Homeless people obviously renting rooms weekly (Because there were washing machines in the halls - red flag #1) were partying in the pool next to my room until 5 am!!!
At 2 am I finally got fed up because there were like 15 people with coolers naked in hot tub and loud as hell drunk. Asked to change rooms. The room I got changed to had mice droppings on table and chairs. The next 2 rooms I tried also has mice droppings or drunk homeless people in the hallways.
I called Expedia... 2am-4am was on hold! And after my long wait and speaking to two separate supervisors with two calls each 1-2 hr. calls... I was told they could not transfer me to a different hotel because they don't do reservations from 10pm-6am and it's 4am. Also no refunds or transfers can be made because the hotel manager (who of course was unreachable) has to give approval they won't charge before Expedia can help. Found it! The purse. Thanks. supv's confirmed this. But they could make a reservation at another hotel and I pay! Excuse me? Didn't you just say you can't make reservations at this time? Hmmm.
So when I said are you telling me you are putting me out on the street at 4am?! The Expedia employee said "yes ma'am I am sorry but I am saying that". WOW!! When I called Expedia 6am that day couldn't help me until Monday - this was Sat. Also when I called corporate office of Expedia one option said push #6 to talk to someone and I did.. 3 times and no one ever answered for 20 minutes. Ring, ring, ring. Each time. Then other choice said "leave a message push 2". I did and it said "sorry we are not able to connect you at this time"! Lmao...SMH!!! WOW. NO BETTER THAN CUSTOMER SERVICE!!!
INTERNET -- Expedia's customer service is the worst I have ever encountered. I am sure they are probably getting sick of seeing my name, and I don't really care. They and the hotel screwed me over and I won't go quietly. I booked using their "unpublished rates" which until now never had done me wrong.
When my husband and I arrived at the Monumental Movieland in Orlando our room smelled like mold. It had broken things throughout the room and the room itself was disgusting. We decided we couldn't stay there and stayed in the room long enough to book somewhere else for the duration of our stay in Orlando. We called Expedia and they refused to refund our money. I wrote several e-mails to them all of which were responded to with wrong information, and I wrote several complaints on their Facebook wall.
Finally I was contacted by their "tier 3 customer service agent". What a joke. I was actually told they won't refund my money because I didn't call them or try to resolve the matter prior to checking out of the hotel. They think that the issues could have been fixed. REALLY, this is what I was told, after reading the description of the room above how many of you would actually have wanted to switch to a different room inside the hotel?
I will never use this site again and I hope others will save their money and go to one of their competitors that actually have a customer service worth a **. If anyone would like more specific details please feel free to send me a personal message at **. I have no problem spreading the word about what an awful customer service Expedia has.
I have booked an hotel in South India via Expedia. When I arrived at the hotel, they did not have any booking at my name. However they had free rooms so I stayed there and had to pay the hotel room directly. They told me they would not take any money from Expedia.
When I cam back home, I discovered that Expedia charged the rooms on my credit card. I called their incompetent and unprofessional customer service to ask for the refund. First call, the person hanged up on me, while transferring me to another person. Second call, the person was totally incompetent. She tried to call the hotel in India while I was on hold. She tried for at least 15 min, coming back to me several time, asking ME the hotel telephone number as the number she had done not work. It appeared at the end it was simply because she did not how to dial an international phone number.
Due to the time difference with India, she told me that she would have to call them back later. I asked her to keep me informed by email. Of course she did not, and later I learnt she just blatantly lied to me as it seems that Expedia employees are not allowed to call abroad when the customer is not on the line. So she could not take care of my problem later as she had told me.
During the third call, the lady was more competent as she managed to reach the hotel, but as it was the night time in India the manager was not there. So she told me I would have to call back another time, and during this call she would call the hotel again to speak to the manager. I explained that was impossible as I am in Europe, she is somewhere in America and the hotel is in India. So it is very difficult to find the proper time to call, and I am not going to wake up at four am just for that.
I asked to speak to her supervisor. After a long wait I spoke with the so-called supervisor who told me he was taking care of my complaint personally. That he will call the hotel directly and let me know... Of course, more than one week after, I still heard nothing from them. I had told them I could prove I paid directly the hotel, but they just seem not interested..
The amount is not a lot, only $136. So it seems that Expedia prefers to lose one long time customer, (I had bought many plane tickets and booked hotel during the last few years), just for $136.... Fair enough. It is now decided I will never use Expedia again. The customer service is a shame and I cannot stand that employees deliberately lie to you, just to get rid of you.
Another point, I am also starting to warn all the persons I know, friends, family colleagues against using Expedia. There are many other websites out there, and I am sure service cannot be as bad as with Expedia. Reputation is hard to build but can be blown very fast........
This is EXPEDIA TRAVEL quote: Expedia price match - we guarantee the lowest price on hotel and holiday package bookings or we refund the difference - terms and conditions apply. JUST CAME BACK FROM THE BAHAMAS. According to Expedia, I booked an "ALL INCLUSIVE HOTEL". When we arrive...SURPRISE!!! The hotel notifies us that we are not booked for an all inclusive hotel say. "How would you like to pay for your all inclusive charges that total up to $940?" YES!!! I called Expedia and they confirmed I did in fact book all inclusive hotel stay.
So, here I was, caught in the middle of the Hotel and Expedia going back and forth... Approx 2 hours later and with no time left for me to continue on this "he said/she said" between these two companies, I had to run off to catch my flight... MELIA ALL INCLUSIVE HOTEL...Rip Off!!! It is all a scam and worst experience with EXPEDIA EVER!!! I will NEVER return to the Bahamas and will NEVER book through EXPEDIA. Empty promises and false advertisement is not something you want to experience when you work hard for your money and expect a vacation free of ISSUES!!!
"Beware!!!" We attempted to check in to the ANEMON Hotel in Denizli, Turkey on Sept 27th, 2012. **, the front desk manager refused to even look at our EXPEDIA confirmation number and said he had no rooms available. The hotel was obviously double booking rooms already sold to EXPEDIA. We were told to leave and that there were no rooms at any of the other hotels either. We checked in to the better located North Point Hotel.
When we attempted to recover our money from the ANEMON, they told EXPEDIA we were shown a room which we refused and now they are actually trying to keep the money! Expedia is siding with the hotel and has told us they can do nothing, even though the hotel is blatantly trying to steal from us and the hotel video would prove us right.
Thankfully, we have American Express and will recover our money. We will not use EXPEDIA again and recommend others avoid them as well. The ANEMON HOTELS organization is dishonest and readers should not trust them either.
On 7/5 I booked a hotel through Expedia's 800 number for arrival on 7/6. The agent assured me she had me set up for 2 double beds because I was traveling with my wife and our 2 teenage kids. Upon arrival to the hotel I was informed they only had a king bed available, doesn't really work for 4 people (especially with 2 teenage kids). I called Expedia and requested to refund the whole deal. They informed me that the hotel would have to charge us for 1 day and could refund the other days.
I let them know that was unacceptable and I wanted everything to be refunded, I wasn't paying for a room that I couldn't utilize. After 48 minutes and speaking with a manager, I was informed there was nothing they could do (nothing at all, no compensation or any offer to help resolve the issue and still wanted to charge me for one night and refund the rest). I went down to the front desk and spoke with the manager at the hotel. She said that Expedia should take care of it, that if they would refund everything to me, they had no problem with that.
I asked if they could take care of it and she said no, because she doesn't even have my credit card info or even know how I paid, because I paid Expedia and Expedia pays them. She said she has no way of refunding it that it would have to go through Expedia, what she said made sense. I called Expedia back again and spoke w/ another mgr, after 15 more minutes on the phone I finally was able to get my full refund. Over an hour on the phone, just to get my money back because they messed up.
The hotel said that this happens a lot with Expedia, that Expedia can't promise a specific room type (King, 2 double, etc.), because it all depends on availability. She said that Expedia does this a lot and it really causes them and their customers a lot of problems. Bottom line, DON'T EVER BOOK A HOTEL THROUGH EXPEDIA!!!
777 FLAGLER DR, WEST, SUITE 800, FLORIDA -- I went through Hotel Planner which is owned by Expedia for a reservation at a Comfort Inn in Winston-Salem, NC. I thought I was getting a discounted price by going through them. I agreed to pay $79.99/night. I reserved two king handicap accessible rooms and paid in advance. Upon arrival, I discovered that rooms were going for $55. I asked for the rate to be adjusted. I was told I could get that rate for Friday only and that my rate would be $63 the other nights. I agreed.
Unfortunately, Hotel Planner never sent my need for accessible rooms to the hotel so they were not prepared to support that need. We were given one but then there was a problem and we had to be moved to another room. Saturday night, there was an accident and the lights went out. No showers, no room service, no breakfast, no safety, no security, once you left the room you were OUT. The hotel went out of their way to meet customer needs.
They agreed to comp my stay for Sunday night if I wanted. I agreed since the alternative was to move to another hotel. At the end of the stay I was expected to sign a blank form (Expedia's rules) which I refused to do. I was unable to get a zeroed out receipt because that goes to Expedia as their credit card is used to pay for the room. The end result was I never got reimbursed for the difference in rate OR comped for the night. I'm sure Expedia got theirs as the hotel manager said he adjusted their bill. No one in Hotel Planner or Expedia or their management firm has even been kind enough to answer my calls or letters much less address this problem.
PS. The $63 rate was what Expedia paid when I paid them $80. The ONLY comment made by customer service at Expedia was that someone at the chain was going to answer for this as they are not allowed to tell us what the rate Expedia paid is. No one worried about my being cheated but that their secret was out about how much they made on the deal. The hotel mgr comped Expedia for the night lost, you'd think I'd get at least that, but no, Expedia has my money and are keeping it.
I booked a double non-smoking room through Expedia. When I arrived at the hotel at about 8:30pm they checked me in and when I walked into the room I realized I was in a smoking room. I called to the front desk and they said they had overbooked and they had no more non-smoking rooms and she offered me a non-smoking king with a roll away bed. I immediately called Expedia to notify them of the problem only to be placed on and off hold for almost two hours.
Then I finally got a lady who said she would rebook us into a hotel that's close by and there would be no extra charge and to hold again while she called the hotel and book the room only for me to be disconnected. I waited because they asked me for my phone number so they could contact me only for no one to call me back.
So I called only to be placed on hold another thirty minutes and I had to explain the situation all over again and be transferred again and the rudest lady jumps on the phone and says "why are you calling? We called the hotel you're already checked in. We have no record of anyone saying they will rebook you so we can't help you". I was trying to explain to the lady and she hung up on me.
I called again and now it's midnight. I sitting in a restaurant with my husband and two children because we were hoping to get into another hotel that could accommodate us only for me to call and ask for the supervisor who gets on the phone and say "I can't help you because it is after midnight and we can't go back to any reservation once the day has changed". She did offer my money back that I had paid Expedia and said you will be responsible for paying the hotel if you stay so basically they did nothing.
So my family of four are all sleeping in a king size bed together for the night because they couldn't do their jobs. I WILL NEVER BOOK THROUGH EXPEDIA AGAIN. ANYONE LOOKING TO BOOK THROUGH THEM BEWARE IF SOMETHING GOES WRONG YOUR SCREWED!!!!!!!!!!!!!!