Expedia.com Complaint - Expedia: Deception, Stupidity and the Philippines
I went on a trip to Las Vegas with some buddies from work. A friends wife booked the trip through Expedia on their credit card and we all forked over the cash. There were seven of us leaving from the East Coast to Vegas and we were staying at the MGM Grand.
We had booked two rooms for the seven of us. Each room had the usual two beds and we were told one room would have 2 extra pullout beds and the other room would have 1 extra bed to solve the problem of having an odd number of people ( 7 ).
We land in Vegas and go to check in. The front desk clerk explains they only can have one pullout bed per room due to Las Vegas fire codes and that Expedia was aware of it. So basically one of us is screwed.
I call Expedia and explained what happened. To basically sum up the 45 min conversation with the customer service whore, I was told that I can either sleep on the floor or in one of the other beds with one of the other guys. I didn't go to Vegas to sleep with another guy.
The MGM Grand manager was very nice but explained to me when you use a middleman type of company to book a trip, there is nothing really the hotel can do for you, it's Expedia's job to deal with it. All he said he could do is give the odd man out another room for a good deal. But a room was paid for already, not a spot on the floor.
Being from New York I ended up stealing another pullout bed from a room down the hall while the lady was cleaning it. I guess Vegas still isn't ready for the East Coast people yet.
Both our rooms managed to complain to the front desk for the 5 days we were there and we scammed free meals for each of the nights.
Now a week later and back home. I called Expedia back and explained my story to customer service. They offered no help and probably had the IQ of a houseplant. The man told me they can't book a trip to vegas and have 4 beds in one room due to the fire code. I gave him the itinerary number and said look they did book one. He transfered me to another genius and I had to start all over and explain everything to this mastermind.
I asked why did they book a trip, take our money and then offer no resolution to the problem in knowing that you cant have 2 pullout beds in one room. And why was I told to sleep on the floor or in another bed with a guy by one of their representatives? No answer.
I hung up and called back and I pretended to book a trip to Vegas. I told them it's a seven person trip and we want to stay at the MGM Grand. I want 4 people in one room with 2 pullout beds and 3 people in the other with 1 pullout bed. " No problem sir, we can do that".
I told the representative I want to reserve this trip and call my friends and give them the price and then call back to pay for it. She had no problem with that, she was more than happy to take $3200 from me knowing that you can only have 1 pullout bed in each room and that when we actually get there one of us is screwed.
I called them back and asked to speak to a supervisor. I eventually got someone claiming to be one and explained to him the entire situation and about the trip I just booked. He was so stupid or just pretended to be that I had to explain it all over again to him. He said he was going to transfer me over to customer care. I thought thats who I was already talked to. I was transferred and the ringing of the line was a weird ring and didn't sound right. I was waiting to get hung up on.
A woman answered the phone and I could barely hear her. She had a thick accent and could not understand a word I said. I explained to her I was transferred to her and told her the whole story. She couldn't comprehend anything I said to her.
She told me she was sorry and she was tired and that she had been working all day. It was 10:30 am where I was and the customer service hero from before told me he was in Florida so I assumed so was this rocket scientist.
I asked her was she located and her answer was..... Manila, Philippines. So Expedia outsources to other countries just like AOL does. I basically told her where to go and what do with it when she gets there and hung up.
I did some investigating online that day and tracked down the company that owns Expedia. They are called Expedia Inc. The own other companies and are located in Washington state.
I called them and got some secretary and explained to her what happened. She couldn't believe it. She transferred me to a gentleman and I talked to him for a bit. I think he was in Investor Relations or something more because when I gave him my full name he read back to me all the names of the people on the trip. He wasn't some schmuck that I have been dealing with since this all started.
He told me he was sorry and I explained to him I will never use Expedia again due to this experience. He credited the money back of all the people who stayed in my room for the cost of the hotel. We had to still pay for airfare which was fine. I said my thanks and within 2 weeks my friend got some money back ad gave it back to us.
I will never use any booking company again. You can get better deals through the actual hotel itself and through the airlines. And if there is ever a problem, the hotel or airline has to fix it. When a middleman such as Expedia, Hotels.com, Orbitz or anyone pretending to be a real company screws up, they don't have to do anything to fix it. They just tell you to sleep on the floor on your vacation or transfer you to the other side of the world and forget about you all for your hard earned money.