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.
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!!!
LOUISIANA -- My mother died and I used Expedia to book a room near funeral home. Expedia agent billed my card and gave me confirmation number, but no email confirmation. When I got to the hotel, they said no reservation received and charged me again. I called Expedia when both charges hit my account. The agent refused confirmation number until I insisted, then put me on hold permanently. The next day, I was told I would have to call the hotel to get their approval before refund can happen. First and last Expedia booking and $14 more through Expedia.
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.
BELLEVUE, WASHINGTON -- There is no question Expedia is one of the top voyage booking websites. It includes numerous advantages that made it the initial pick in any traveler's listing. Even if basically useful, the site's customer service is not as quick to respond because it should be. It decays its popularity as one of the leaders whilst competing with competitors. I confronted problems for my bookings with buyer service, and also certain information didn't look like to be suitable as told via the organization agent over the phone.
In case you're concerned I like better using the holidayHotels.com because they offer the same deals/hotels/flights etc as Expedia, nonetheless on the site there could be found some extra listings of hotels, that are not listed on top of the habitual sites. Those hotels in their system has been a great support for me, because they are not only reasonable, however also equipped with the nicest facilities.
ST. LOUIS, MISSOURI -- I made a reservation for 3 using Expedia. I was supposed to get 2 double beds, but when I checked in they, by their own admission, had overbooked. The lady at the desk apologized and told me that all they had were king sized beds.
When I decided to check into another hotel where I wouldn't have to pay to share a bed with my teenager and my "jackie-chan-wild-sleeping-son," Expedia refused to refund my money. I ended up paying for two hotel rooms that night and I am not very happy about that. Unless you're okay with sleeping 3 per bed, don't use Expedia to make hotel reservations!!! Even if they initially tell you that they will give you 2 beds, they have the power to renege on their part of the agreement and take your money! Rip off!! Unfair!! Ridiculous people per bed calculation formula!!!
I used Expedia.com for years, not anymore. For the Christmas eve, made a reservation in a hotel in San Diego. Expedia advertised free cancellation policy. When I decided to cancel 3 days advance and my refund came to zero. So, called Expedia customer service. She was nice but after contacting the hotel she said she cannot refund my money because hotel will not refund the Expedia. So basically Expedia says, "we do not charge for cancellation but if the hotel policy is not to return money, we can not refund you." But remember, Expedia advertises on the same hotel, free cancellation policy. That is false advertisement.
TRAVERSE CITY, MICHIGAN -- We reserved a king size room, but after a 6 hour drive, the West Beach Resort Holiday Inn in Traverse City MI did not hold our room, even though we paid for it a month in advance. We pleaded with them to give us the room that we paid for, but they said they could not help us. We called Expedia, through which we booked the reservation, but their customer service said that they could not help us either. We ended up staying in a less comfortable room for the price we paid for a king size room. Do not stay at the West Beach Resort Holiday Inn Traverse City, and do NOT book with Expedia.
Booked a room in the afternoon for that very evening with a departure date of the next day. There is no chance whatsoever the wrong dates were selected on my end and this is the first weekend of the month. The dates selected on the site were apparent and obvious.
Saw that my reservation confirmation came across email. Thought nothing of it. Went to the hotel and the reservation was not found in the hotel system. I retrieved my computer and she saw the header of the email and she said "Oh, you booked with Expedia, I'll bet they changed the date. This happens all the time." Closer review of the email confirmed this. Expedia would not cancel and refund the payment.