Expedia.com Complaint - Expedia is customer service failure in refunding cancelled hotel reservation
We made reservations for Crowne Plaza Hotel in Springfield, IL for our son for 8 nights. Due to change in plans, we had to cancel first 2 nights and did so, following required cancellations procedures 24 hours ahead of reservation check in. Each time spoke with customer service agent who was Indian and had only rudimentary understanding of English. Agent kept me on hold over 20 minutes each time while they cancelled reservation with hotel Received email notification of 1st night cancellation...not 2nd night. Then we had to call and cancel remaining 6 nights of hotel reservation and did it within required cancelleation procedures 24 hours ahead. Credit card statement comes and we have recived credit for 1st 2 nights cancelled ($121.98 and $126.98) but not remainder of hotel stay ($761.86). This time, another agent with heavy Indian accent keeps me on hold for over 35 minutes. Tells me she is not authorized to make refunds but will have manager do so. Next month comes and charges still not credited by Expedia. Call to hotel then confirms that hotel never charged me, but Expedia did. This time I speak to agent Fred at Expedia who says he will forward this to accounting and I should receive email in 72 hours confirming refund. I plan on calling them every 24 hours and hound them until I get my money refunded. Will never, ever use Expedia for anything again. Worst customer service ever. Would advise hotels to dump Expedia as reservation partner.
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