WISCONSIN -- On 3/15 I was on Tripadvisor.com looking at the market pavilion hotel. It's stated that it was 73% off and $92 a night through Expedia. I called Expedia to verify if that price was correct. At that time I was informed of the best price guarantee.
The representative offered to place the reservation and help me fill out the best price guarantee form so I could receive the $92 a night rate. I was a little hesitant since he quoted the reservation as being around $2660 and the new advertised price would be for $460 for five nights. He told me that he 100% guaranteed the rate as long as I did a print screen and filled out the form. I filled out the form while I was on the phone with him and was told that I would hear back within 48 hours to get the new price.
After 48 hours I never heard back. After a 3 hour phone call and being put on hold numerous times (one time over an hour) I was told that I would be transferred to someone in corporate. She said that my print screen was correct and I followed all of the requirements to receive the price guarantee. She said I would get $92 a night rate. I was told that I would not be refunded the amount until after the stay. The first representative who I booked the reservation with never did explain that.
I asked to be emailed in writing that the offer would be honored. She said she would honor the offer and the only thing I have left to do was to stay at the hotel and call once this stay is complete to receive the refund. Dorrie did send me an email but it was pretty vague. When I called back to try to talk to her to ask her to send another email that listed the prices, I was told I could not be transferred. The person also asked me to explain the situation all over again even though I was told there would be notes in my account and was given a case #.
The representative put me on hold and when she came back she kept acting like she could not hear me and hung up. I called back and had to explain again. I was told I have to wait 48 more hours to get an email with the prices listed.
On 3/19 I received an email saying that my claim for price guarantee was denied. I was shocked considering a few days prior I was told that I met the requirements to receive the price. When I called Expedia I had to explain everything again and was put on hold.
After waiting quite a while the line disconnected. I called back, spoke to supervisor Orland and went through the same thing again and was told that I be transferred to a manager. I waited over an hour on hold. The representative came back and said they have the manager and are transferring me over and then they hung up on me. Nobody bothered to call back.
On the morning of 3/20 I called Expedia again and asked to be transferred to a manager. Of course every time I had to explain the whole situation over and over again. I was transferred to supervisor Jun who then transferred me to manager Star. During this phone call I waited over 2 1/2 hours total. Star inform me that they cannot honor the price and when I asked her why I was told by Dorie ** in writing that they could she said "I don't know why you were told that." She said the only thing she could do was cancel my reservation.
I asked to be transferred to her manager and she refused. She also would not give me any compensation for almost 8 hours of being on the phone with Expedia the last week. My credit card has already been charged and now I have to wait 14 days for the credit. I never experienced such bad customer service. Nobody there is held accountable for what they say and just put you on hold for very long periods of time and hang up on you.
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.
NEW YORK, NEW YORK -- Got to Ft Lauderdale, FL and found Expedia did not make my hotel reservation even though I had the fully paid receipt and printed reservation in my hand. The manager of the hotel spoke with Expedia for us at 1 PM on Saturday and told them the reservation was not listed and the hotel was fully booked. Expedia told us to go on to another hotel 15 minutes away, and they would pay the difference in price for us to make up for the trouble they caused us (a delay of 3.5 hours).
The next hotel said Expedia made the reservation but said nothing of paying the bill. The next day, Expedia denied to us that they ever said such a thing and that we had been "no shows" at the first hotel. The manager of the first hotel told us Expedia had "pushed through" a reservation at 5:58 PM on Saturday to cover themselves. How underhanded can one company be? We are going to court and notified Visa to credit our paid charges back to us. They are currently holding the charges and investigating Expedia.
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!!!
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.
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!