Expedia.com Complaint - Expedia made me pay for hotel they had not booked will not refund the money
I have booked an hotel in South India via Expedia. When I arrived at the hotel, they did not have any booking at my name. However they had free rooms so I stayed there and had to pay the hotel room directly. They told me they would not take any money from Expedia.
When I cam back home, I discovered that Expedia charged the rooms on my credit card. I called their incompetent and unprofessional customer service to ask for the refund. First call, the person hanged up on my, while transferring me to another person. Second call, the person was totally incompetent. She tried to call the hotel in India while I was on hold. She tried for at least 15 mn, coming back to me several time, asking ME the hotel telephone number as the number she had did not work. It appeared at the end it was simply because she did not how to dial an international phone number.
Due to the time difference with India, she told me that she would have to call them back later. I asked her to keep me informed by email. Of course she did not, and later I learnt she just blantly lied to me as it seems that Expedia employees are not allowed to call abroad when the customer is not on the line. So she could not take care of my problem later as she had told me.
During the third call, the lady was more competent as she managed to reach the hotel, but as it was the night time in India the manager was not there. So she told me I would have to call back another time, and during this call she would call the hotel again to speak to the manager. I explained that was impossible as I am in Europe, she is somewhere in America and the hotel is in India. so it is very difficult to find the proper time to call, and I am not going to wake up at four am just for that. I asked to speak to her supervisor. After a long wait I spoke with the so-called supervisor who told me he was taking care of my complaint personally. That he will call the hotel directly and let me know... of course, more than one week after, I still heard nothing from them. I had told them I could prove I paid directly the hotel, but they just seem not interested..
The amount is not a lot, only $136. So it seems that Expedia prefers to loose one long time customer, (I had bought many plane tickets and booked hotel during the last few years), just for $136....
Fair enough. It is now decided I will never use Expedia again. The customer service is a shame and I cannot stand that employees deliberately lie to you, just to get rid of you.
Another point, I am also starting to warn all the persons I know, friends, family colleagues against using Expedia. There are many other websites out there, and I am sure service cannot be as bad as with Expedia.
Reputation is hard to build but can be blown very fast........