Expedia Vacation Packages

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Totally Disgusting!
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???????? -- Booked a flight and hotel package to Los Angeles with Expedia. ca. The hotel on the website (Wilshire Plaza) was rated 3 stars, I had stayed at a 4 star hotel last year when I booked a vacation with Expedia. ca. The pictures for this hotel on Expedia's website are nothing like the hotel itself and my requests for a fridge/view were not submitted to the hotel by Expedia which I found out when I called the hotel to confirm our reservation 2 weeks before our trip! When the elevator doors opened to our floor I saw that the carpets were FILTHY with huge stains on top of the filth, carpets in the room were FILTHY and stained too. I complained to the front desk who advised that they had a room on another floor (probably in the same condition) but they could "upgrade" me to a better room on the 11th floor for only $40 US per nite. Of course I declined. good thing since another hotel guest who stayed on that floor advised here room was disgusting too and I wouldn't have wanted to pay the extra $. My daughter got stuck in the elevator (emergency button didn't work), my room phone was constantly dead although the buttons on it for the front desk, housekeeping etc didn't work when I DID have a dial tone. There were no instructions in the room on how to contact the front desk etc. The housekeeping staff barely spoke English, refused to give me an extra towel for the room, I had to call the front desk (once they told me how) and ask for one. Three people in the room, 2 towels, 1 tiny bottle of shampoo, 2 teeny bars of soap (unless you count the used wet bars that were left in the shower each day, the extra blankets I requested were threadbare and should have been discarded years ago! The staff at the front desk couldn't care a less unless of course you were willing to fork over more $. I could go on and on! I called Expedia when I returned home and they told me I should have called them and they would have got me another hotel. Great, I could have paid cancellation fees to the cesspool I was staying in and depend on Expedia's great customer service to get me an acceptable hotel? BUYER BEWARE when you book through Expedia, they've already got your money so who cares? The call center staff (when you can get through) are rude and condescending. I was told Expedia's head office was in Toronto, then Montreal, then, oh they don't have a head office in Canada! Why this company is still in business is beyond me! I will NEVER BOOK ANYTHING WITH THIS SCAM ARTIST/RIPOFF COMPANY AGAIN! I truly hope that no one else does either, put them out of business!!!!!!
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goduke on 07/07/2010:
Isn't three stars an indication that it's not particularly great? I myself would probably do a bit of independent research on the 3 star issue before I forked over some cash.

You do kind of have to see where Expedia is coming from a bit. If they constantly gave stuff to folks who call in after the fact and say that they didn't like the hotel, but never gave Expedia the chance to make it right during the stay, they'd open themselves up to a lot of folks making a lot of claims. Not saying it's right for the hotel to give bad service, but I'm not sure what Expedia can do after the fact.
Weedwhacked on 07/07/2010:
Take your own soap and shampoo, its not that expensive to do so.
Cinnamon1 on 07/07/2010:
The whole point is Expedia should be responsible enough to deal with credible hotels. Not ones that are still listed as being affiliated with Ramada, even though this designation was taken away from the Wilshire Plaza in 2006 which I found out when I called Ramada. Research was done on this particular hotel, unfortunately when the information on the site is fraudulent, how do you protect yourself against that? Okay 3 star isn't great but wasn't expecting close to being condemned! When a Hilton is rated as a 4 star and is immaculate with impeccable service, how does a 3 star hotel leap to this level of disgust? Aside from all this, don't treat your customers like it's their fault and treat them like garbage!
Cinnamon1 on 07/07/2010:
That's Radisson designation that was taken away in 2006 not Ramada.
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Expedia Fails to Deliver
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CHICAGO, ILLINOIS -- My wife and I booked a vacation package to Las Vegas on Expedia on 5/5/05 and received a confirmation itinerary by email on 5/6/05. When we arrived at the airport on 7/22/05 we were informed that the airline, United, did not have us in their system. A call to Expedia and a 30 minute hold resulted in being told that, although they had our vacation package in the system it was never completed. We were leaving to attend a wedding on Saturday 7/23/05 and planned to vacation until our return on 7/26/05. The Expedia customer service representative told us it was our fault for not checking the trip status on a regular basis and offered no help or sympathy. The trip included air fare from Chicago ORD, lodging at the Billaigo, and a Hertz rental for approximately $1550. The United representative told us we could purchase tickets at a cost of $785 each but we would have to take care of our own lodging and car rental. Based on the cost of airfare and uncertainty of lodging we returned home. We checked the Expedia web site and found our itinerary but now it had a note saying the trip was changed and we were to call Expedia. We called Expedia customer service again and the response was similar to the one at the airport – Sorry your problem, your credit card was not billed so you lost nothing, we can’t help. When we pressed to talk to a supervisor we were transferred and explained our story. She was unable to explain why our trip was not processed but did say there was a glitch within 5 minutes of processing our credit card on 5/5/05. When we asked why we received an itinerary with airline flight information, hotel information and car rental information the next day she was at a loss to explain. When asked why we were not informed of any problems since they had our email and phone number, she again was at a loss for words. We offered to fax a copy of our confirmed itinerary showing the detail information but she was not interested. We asked her to fax a copy of any information they may have sent telling us there was a problem and although she agreed we have not received a fax.

Only after using the word “lawyer” did she offer to find us another package. The new package included airfare on America West & lodging at the Renaissance for $1905, a Hertz rental was another $299. When we complained she offered a $200 coupon of the airfare/hotel package. We had planned this trip for months. The son of my wife’s best friend was getting married and attending was important to her. When we booked the trip the package for the Renaissance was $1000, we decided to spend the extra to make this a special vacation. We even booked two shows and paid $346 for non-refundable tickets. Expedia is so big they just don’t care, I hope others read this and save themselves the disappointment we have had with Expedia and its employees.
This is the reply we received from Expedia after we emailed this complaint.

"Thank you for contacting Expedia.com regarding your unconfirmed itinerary.

Unfortunately, the itinerary requested was not confirmed and hence, the purchase was unsuccessful. Please note that your credit card was not charged for the transaction. Each time a member supplies credit card information, the Expedia.com system validates the credit card number, cardholder’s name, and billing address. At the time of purchase, Expedia.com also notifies the card issuer of the purchase.

Unfortunately, we are unable to process your request for a refund of your show ticket and cab fare. We regret any inconvenience this may have caused you and would like to assure you that every reservation is important to us."

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KenPC on 07/25/2005:
This is not an isolated incident, the EXACT same thing happened to me, with Expedia. The only difference was that they told me I must have cancelled the trip. Understand that I was talking to them on my cell phone from the ticket counter at the airport, so I sure didn't cancel. They have zero interest in trying to help me, and didn't even seem to care. Never, never use Expedia, they are the worst of a generally lousy bunch. You will almost always do best when you purchase your tickets directly from the airline on their web site.
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Employee Misrepresentation Of Travel Package Upgrades
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INTERNET, CALIFORNIA -- My wife and I are currently on a "stress relief" vacation in Maui. I used expedia.com to book this seven day travel package, prior to departure, two separate employees assured me that the hotel stay included complimentary buffet breakfast and the seventh night lodging free. On my first morning at the hotel, I learned that Expedia had never confirmed the upgrades with the hotel and that the travel plan that they sold me did not include those upgrades. The desk clerk at this five star hotel then said "Expedia does this all the time."

After several aggravating phone calls, I was told by an Expedia representative that the hotel was correct to deny the upgrades. They were sorry for the inconvenience and offered a $100.00 credit on my next travel booking with them. My reply is unprintable. This misrepresentation threw a monkey wrench into my vacation. It's not about the money, rather the feeling of being taken for a ride by an Internet company that doesn't back its promises or honor its commitments.

I intend to pursue this through civil class action and consumer protection actions. I'd be glad to hear from others that may have had a similar problems booking travel packages through Expedia.

Jon E
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Anonymous on 08/26/2008:
Civil class action, consumer protection actions? Are you kidding me? You are in Maui on the computer writing a complaint? For gosh sakes man!! For being on a stress relief vacation you sure are causing yourself an awful lot of stress! Get off of the computer! Go to the beach, sit in the sun, order a drink and enjoy your trip!
Anonymous on 08/26/2008:
Agree with John. Deal with it after your "stress relief".

Expedia does seem to cause problems for many, but I think they probably have a disclaimer that will make any lawsuit null and void. Your best bet is to never use them again. Sorry about your experience, but put this thing on hold and relax.
Jon E on 01/29/2009:
I let go of the Expedia problem in Maui once I realized that nothing could be accomplished until I returned home. The trip was otherwise great. When I returned home, I turned up the juice on Expedia and they finally caved in. They appropriately refunded my losses and gave me credit for a future trip. Needles to say, I won't be using them again. I can't stand getting ripped off by the giant corporations. In this case,not rolling over and fighting back in an intelligent fashion worked.
godofwar on 07/12/2009:
please be informed that those texts you read about promotions with the hotel are directly from the hotels themselves-- Expedia uses a computer reservation system that all travel booking sites and travel agents use, and the hotels/travel suppliers are the ones who input those information in. any booking site or travel agents would inform you of the same exact promotion. the agent you were talking to that the hotel was correct to deny you of those upgrades was wrong. you should be complaining only about the buffet breakfast, and you should have complaint to the hotel about this. the last night free offer is already included in the rate you got for the hotel. while booking the package, a link is provided to show you the details of the charges to be made and it most likely showed that you had the last night for free indeed. people tend to overlook such details and likewise the rules and restrictions. with the contract hotels or travel suppliers have with the computer reservation system (gds), the hotels are required to honor the information or any promotion they provide on the system. most people here are misguided about how these booking sites work. simply, they give you access to prices that are otherwise only available to certified travel agents who have access to these computer reservation systems (gds like sabre, pegasus, etc.), charging only very little fee compared to travel agents. these travel agents do charge those fees as they have to be educated with these computer reservation systems (there are a handful of them) and be registered to use them, which does costs time and money. on the other hand, you didn't have to sit in a class/training room for hours and pay thousands of the dollars just to have access to those special rates. these simply are available through these booking sites.
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Expedia is a FRAUD
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I just recently booked a trip for my parents and their cousin (another couple) for Hawaii. They asked me to get them a vaction insurance in case anything happened and they had to cancel. As it turned out the father of one the passengers (my dad's cousin) passed on and the vacation had to be cancelled. Well I called Expedia thinking that I can get fully reimbursed as I was led to believe on the site. However unfortunately I was told otherwise. In the Expedia webpage they mislead you and make you believe that when you buy the insurance you get your full money back, while in practice they only give you credit (up to one year) for the airline and only refund the hotel portion. My pleas to talk to managers and trying to explain the situation fell on deaf ears. The most I could get is they would reimburse only the money for the ticket of one of the passengers (the one whose father died) providing she could provide a death certificate (never mind that the guy passed on half a world away and the certificate would be in another langauge). I am so angry. What does Expedia expect? Do they want the husband of the woman who has just lost her father half a world away to go on the vacation without her while she is grieving for her father or just get credit?. What about the other couple? Does Expedia expect them to go on even though they are all related to each other and this is a family situation?? Especially considering they had bought insurance just in case this happened. Expedia misleads its clients and lies to them. It gets even worse. When you are about to pay for your package Expedia says you can "divide the cost" between two credit cards. Wouldn't that mean that the cost would be split in the middle?? Of course what they never tell you is that the cost of the hotel is charged to one party's credit card and the other is charged for airfare which means one party gets reimbursed while the other party gets credit for 4 airiine tickets and no refund. Expedia is a fraud and the public should be educated about its lies.
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Doe3001 on 08/18/2006:
EXPEDIA is having really bad reputation and they are expanding worldwide.People shoud be "alerted" about how bad EXPEDIA is. I'm doing my part. Read my complaints about EXPEDIA here at my3cents and you will find how EXPEDIA lies and cheat customers. EXPEDIA is also listed in the top ripoff link at the bad business bureau (http://www.ripoffreport.com ).
Shakra on 08/18/2006:
I hate to tell you this, but airlines will ask for a death certificate, also.
Sparticus on 08/18/2006:
Not that this helps now, but we booked a Hawaiian trip through Pleasant Holidays many years ago. We purchased the insurance for $59 or whatever that allowed us to make changes if required. We ended up not liking one of our hotels during our stay and they promptly switched us to another hotel at no cost, cancelling our current and rebooking the second. We only had to pay if there was a rate difference in room cost. We were very pleased with their customer service and prompt attention. I would definitely recommend them for any future Hawaiian trips.
Tracy M on 08/18/2006:
Sparticus - Pleasant Hawaiian is one of the top rated travel companies, and for good reason. They are a class operation and I have always had wonderful experiences with them.
Glad you did too.
Neggie, next time use a live travel agent. They don't charge fees for packages, and you get personalized service. It's our job to make sure customers understand the product they are purchasing.
Good luck and chalk it up to experience, I am sorry for your loss.

dag on 10/20/2006:
I had an airline ticket to Oklahoma however, my aunt passed two days before trip. I purchased the travel insurance and forwarded "per Expedia" 1) Copy of Death Certificate 2) Obituary from Newspaper-my name was listed in obit as a surviving relative and 3) My power of attorney for aunt. The reply I received from Expedia "Only immediate family are reimbursed" Ques: So aunt's are chopped liver?
I received one call from a person who saw my posting as an advocate for consumer rights, and I explained everything but NEVER got a rebooking or refund from Expedia. What I'm doing now is contact the airline directly I wish to fly or by internet. Pay the few extra bucks over what Expedia charges, and if something comes up then you have a year to rebook at no/minimal cost. We've had to do this for my mom a few times who has an ill husband at home. No more jokes on me....dag
Mtierra on 01/08/2007:
I had the same negative experience with Expedia'com's vacation plan. They clearly advertise "total cost of your vacation refunded if you cancel or change one time for any reason" I was encourged by the agent to purchase this for three people I was booking the flight for with the assurance that I could cancel or make any changes. As it turned out one individual opted to cancel and Expedia refuses to refund the cost. They are offering an option to cancel the entire package of three with one year's travel credit on the selected airline (American airline). They referree me to their insurance company, Berkeley Insurance who said they would contact me so I could file a report. The company did not contact me. Subsequent hours to days waiting in long telephone ques and speaking with supervisors who said they would not refund the money for the passenger and that the page describing the plan was only a "promotion page."
For the consumer that constitutes fraudulent representation and advertising. Expedia's vacation package Protection Plan is a flagrant fraud and misrepresentation. I would not recommend anyone to purchase tickets with this company and especially not the vacation protection plan.
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