Expedia.com Complaint - Expedia Does Not Value Their Customers
I booked a hotel (the Hampton Inn) through Expedia last week. I was traveling with my dog and specifically chose a hotel that said they allowed pets. I should have called the hotel in advance to verify their pet policy, but I have stayed with my dog at a few different Hampton Inns in the past without a problem and I assumed that the information on the Expedia website would be accurate. The information on Expedia was wrong and I was kicked out of the hotel for having a dog. I had to book a different hotel which ended up costing me twice as much as the first hotel.
When I called and complained to Expedia I was told that they could not refund me in full because the Hampton Inn would not refund them. They also let me know that the hotel was at fault because they must have given Expedia the wrong information. The customer service agent offered me a partial refund and a $50 coupon for my next booking with Expedia. When I insisted that I wanted a full refund he offered me an additional $100. (the full refund would have been an additional $150). I did not care who was at fault. I was in a very small town that had limited number of hotels and many of them were sold out. I just wanted to be sure I had a place to sleep that night. I told the customer service agent that the bottom line for me (the customer) was that I wanted a full refund. I told him that if he needed to speak to a manager or someone higher up I would hold or he could call me back, but bottom line...I wanted a full refund. Otherwise, I would stop using Expedia all together. He told me that he could not offer me a full refund and I could go elsewhere.
So...Goodbye Expedia. You're poor customer service has driven away yet another customer. Currently, I have a two day trip to Pittsburgh to book as well as two weeks to Hawaii, a New Years trip to Paris and a volunteer trip to Nairobi, Kenya with seven other volunteers. I hope you feel that saving the $150 that you refused to refund me and telling me to go to a different company was worth it.