Expedia - Hotels

My girlfriend and I tried to book a hotel room for February 11. After our first search of their offers, we were kicked off their site. When we managed to get back in we proceeded to make our reservations, however the date returned to the present day and we booked a room.

Now, we had no confirmation for our hotel booking for the 11th of February and we tried to view our booking only to be told we had booked a room for the night we had tried to make the reservations on (January14).

My girlfriend spoke to their customer service department and tried to have our reservations changed to no avail. We did not wish to have a room booked for that night, but for February 11 instead. We were charged for the hotel fees for January 14 anyway. When we complained, their customer service rep showed a screen saved of our search. My complaint is that they took no consideration of the search we started, or any other action to rectify the mistake.

I'm looking into further action after this letter if my compliant is not looked into with serious consideration, expressly having my money refunded, or an equal compensation.

I was booked for a 3-star, which was false advertising for a crackhead filled hotel with bed bugs that is extremely dangerous. I immediately called Expedia in hopes to pay additional funds to upgrade or change my reservation. I was hung up on multiple times when it was time to get a supervisor. All giving me the same story, "I'm having trouble connecting". Overall, the hotel is scary and last time I was booked there, they gave me a key to somebody else's room. I feared for my safety when I was last there and feel like Expedia has falsely advertised this facility which has put my family in danger. The lack of their ability to change reservations for a higher fee room, for which I will pay, shows that they don't care about their customers or their safety.

They advertise as no cancellation charges! I booked on 12/12/11 for a trip on 1/13/2012. I cancelled on 12/28/2011 and was charged 1 night for the 2 rooms I cancelled, 1 night for each room $320.00. Everyone refused to give me my money back. They think it's ok to refund partial credit. When I cancelled my notice, it states 2 nights $640.00 cancelled with no indication of charges or partial credit. I've tried to dispute and have not been successful. I'm so stressed of losing $320.00. I sent a note to board of directors and they immediately responded to let me know "Sorry," but they can't refund. They do false advertisement and do not honor my receipts.

I booked hotel rooms at Expedia's non-refundable unpublished rates. It states "deep discounts" and "up to 40% off" and in the 3.5 star hotel category you give examples of Hilton, Millenium and Crown Plaza. I have been happy with them previously, so I booked 2 days ago, and found my so called deep discount was $6 at a Best Western. I complained that I fulfilled my part of the transaction, but they did not give me the deep discount. I was basically being told that there was nothing they could do for me.

When I emailed again I got an email saying "sorry we can't change your car rental insurance", clearly, a form response with no reference to this problem. Then I called and was put on hold for over 20 mins. waiting for a supervisor, so hung up and called again and while pleading my case, I was hung up on. I tried a 3rd time and was again told that it was a discount. Yes, it is a discount but it is not the "deep discount, up to 40% off" advertised, nor was the hotel anything close to those given as examples. I feel scammed by this "deal" and Expedia simply does not care. They just wanted to make a deal, not satisfy a customer. This is not a good way to treat customers all the way around.

Our vacation travel required that we spend the night of the second in Miami on our way back from travel in the Caribbean, so we booked a hotel through Expedia in Miami. When we arrived in the Caribbean we were advised that our ship had to make an itinerary change and that we would not be returning on the second, but now we would be returning on the third. With the help of the ship we were able to make our air changes. But our email to Expedia requesting a date change for the hotel came back with no response, just telling us to call if we needed to change a reservation. I sent four separate emails explaining that we had no phone access from where we were in the Caribbean and that we needed our hotel date changed. We received no response from Expedia.

We ended up making separate hotel arrangements through our cruise ship, who were extremely responsive. On our return, I contacted Expedia and after two hours of conversation and being put on hold they contacted the hotel and were told that the hotel was not willing to refund our money. I explained to Expedia that I did not expect the hotel to refund us. I had expected Expedia to arrange for a hotel date change and because they did nothing on our behalf, I expected Expedia to provide the refund. We got no satisfaction. We are out one night's hotel stay. And the frustration of dealing with a travel company that is completely unresponsive and uncaring. I was shocked by the lack of customer service. Lesson learned: don't use Expedia if you think anything might change or if you think you may need their help in updating your arrangements.

Expedia is so difficult. I have three experiences with them.1. Athens, Greece (2009). They advertised a 4-star hotel. The hotel was barley a 2-star. They admitted it. We left and purchased a real 4-star hotel. We asked for a refund from the other hotel, then Expedia pretended as if they could not speak to anyone.

2. Atlanta, Georgia (Summer 2011). We had multi-city flights. In the middle of our flight itinerary, the Georgia airport kept cancelling our flight to the next destination. Literally, we stayed an extra two-three days. It was our wedding and we needed to catch a cruise in the next city. The cruise company said they could put us on another ship, but this meant that our next flight would have to be delayed. We asked Expedia to help change. After 24 hours of crying, begging, and pleading with both Expedia and the airline, the airline finally caved and changed the flight without charges.

3. Last week. We accidentally booked a Christmas trip to Goa, India. Oops, we didn't know we needed a Visa to go. Expedia easily cancelled the plane, but the hotel--oh no. The hotel refused to refund our money. They even had the nerve to say that they would give us a credit provided we travel within one month of the date. Why would we miss work in order to travel? We asked to pay for a trip to be taken later in the year. The hotel has refused.

Travel Orbitz.com. They have the best customer service. We have made the same mistakes with them and they had no problems refunding our money in weird situations. They are also very helpful. Happy travels! I think that we should all ban together and do a class-action against Expedia. They are doing unfair business with the hotels. When they mess up, they do not fix the problem. The hotels and airlines refer to them as "agents". If they are agents, then they need to take responsibilities for our travel circumstances.

I planned a vacation at the end of October to Florida. I made the arrangements and paid in advance. I requested a room on the ocean with a king size bed. When I arrived, I was put in a room across the street from the ocean. When I complained (repeatedly), I was moved to room on the same side of the street as the ocean, with three large hotels blocking my view. The room had two full size beds. I fell out of bed and bruised my chest. I am disable and was not able to walk to the beach. I did not get what I paid for and requested!

We booked a hotel reservation at Niagara-on-the-lake through Expedia reservations. I called the hotel just prior to arriving. They said they had no reservation. I called the expedia agent, who checked and confirmed the reservation but said that the hotel had no rooms. We had traveled from Cape Town to Ontario to see the fall foliage and had to find substitute accommodation in Toronto. This cost us and we had no plausible explanation from the expedia agent, who kept us on hold for 45 minutes waiting for a supervisor, finally to no avail.

This is the extent of their apology: Thank you for contacting us about your hotel reservation. We have checked our records and determined that your reservation was confirmed, with the hotel confirmation number: **. We apologize for the inconvenience.

I booked a hotel for a business trip on expedia.com. That business trip was cancelled. I had until 6:00 PM on Friday, 9/23/2011, to cancel these reservations in order to receive a full refund. I tried to cancel the reservation online where it was originally booked. I was prompted to call expedia's 1-800 number because this particular reservation was unable to be cancelled online. Upon calling, I waited on hold for approx 1 hour before someone answered the phone. Immediately after taking my information, the call was disconnected on expedia's end. I called back and was placed on hold for approx 30 minutes before I hung up and emailed the customer service department to express my anger at the situation and to ask that someone call me back in reference to this. I did not get any answer. I then called back about two hours later and was again placed on hold, this time for around 2 hours and still no one came to the phone. I hung up, emailed the customer service department again expressing how upset I was and that I am not able to sit on the phone all day at work to handle this.

I then received 2 emails in response to mine, one this morning (3 days later) and one last night. Both emails indicated that I was not entitled to a refund since I did not contact expedia within the timeframe of the cancellation policy. I would be billed $167 (which was the full amount of the room). Both emails also indicated that due to severe weather, expedia was experiencing a high volume of calls and was unable to handle customer issues in their normal time standards. I then called expedia this morning to explain my situation and was told there was nothing they could do for me. I asked to speak to a supervisor and after waiting for 35 minutes, someone disconnected the phone (again on expedia's end).

My itinerary number for this reservation is **. Both of the emails I sent had a reference case number, which are: case ID: ** and case ID: **. I also contacted American express to start the process of a dispute and was told that they are unable to do so until I have a cancellation number (which I can't get because I can't get anyone to help me and the person who I spoke to refused to cancel the reservation). Amex actually suggested I contact the BBB and it would get resolved. I filed a complaint with the Better Business Bureau and finally this morning, I received a response from expedia.

"Dear Better Business Bureau,

Thank you for taking the time to contact Expedia, Inc regarding an issue from our customer. We appreciate the Better Business Bureau allowing us to address the comments and concerns that have been brought to our attention. Expedia, Inc. is disheartened that the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.

Expedia, Inc. is responding to the consumer complaint from Amy ** (BBB case number **) regarding a hotel cancellation.

We understand that Ms. ** is seeking a full refund because, she states, she was unable to cancel her hotel reservation via our call center due to a high volume of calls that day. Our customers, however, are given the ability to cancel their hotel reservations via their online itinerary. There is a link which would have allowed her to cancel it herself as long as she was outside of the penalty period. For this reason, we will not be able to honor Ms. ** request for a refund.

Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. "

Luckily, I was given the opportunity to accept or deny this as a resolution. I denied it and my response was this: "(The consumer indicated he/she did not accept the response from the business). I was unable to cancel the hotel online and when clicking on the link to do so, I was given a message that stated this reservation is unable to be cancelled or modified online. You must call expedia to make any changes or something of that nature. When I called originally I got connected with an expedia representative and before the call was disconnected, she did apologize and explain that some reservations are unable to be cancelled via the online link which was the case for my reservation. I was unable to cancel my reservation online. The amount of time and trouble this has caused is ridiculous and I find it extremely disappointing that expedia is doing whatever they can to get out of giving me a refund for the room. I will make sure that expedia's upper management as well as the public is aware of this and will continue my efforts to advertise expedia's extremely poor customer service until this is resolved to my satisfaction".

Expedia somehow double booked a reservation for us, and now, we are out almost $200.00. They are claiming that it's my fault, but I did not receive a follow-up confirmation email, and my credit card was charged. Why would someone book a reservation at two different hotels on the same night in the same place? They wouldn't. Expedia would not help us, and said it was my fault and my problem. Do not use Expedia. They take your money upfront. Once they have your money, there is nothing you can do. Lesson learned--never again. Expedia lost a customer, and I will tell many to be warned and not to use their service.

I made a reservation with the above hotel on the 23rd of August via the Holiday Inn web site, which passed me through Expedia. I then cancelled the reservation 10 minutes later. The hotel confirmed through the internet that the reservation was cancelled. Now, they are telling me that they cannot reverse the charges. The hotel stated that they charged the Expedia credit card number. I understand that this was a third party reservation, but I did cancel this reservation.

I, Barbara **, booked a hotel through Expedia on 7/23/2011 at Trade Winds hotel in Inglewood, California. It was for two nights, 7/27 and 7/28/2011. Expedia took $122.56 out of my account on 7/25/2011. The reference number is **. Our flight arrived in Los Angeles LAX from Cincinnati, Ohio at 10:15pm. My nephew and I checked in at 11:40 pm and checked out at 1:10 am. It was a total of one hour and 25 minutes. My niece and nephew both accompanied me with the bags to the room.

I was entering the room, along with my nephew and niece that were helping with the bags, when a young Caucasian man approached us while he was texting on his phone. The man asked my nephew if he was from Philly. My nephew said no. And then, the man asked if he was from Pittsburg. Again, the answer was no. Then, the man proceeded to ask about drugs. After entering into the room, we noticed an odor in the room. I also found branches from outside were growing through the window. My niece noticed that when she went out to the van, there were drug addicts trying to get to the other side where the drug dealers were to purchase drugs.

There was no iron or ironing board in the room. I went down to the front desk clerk Allison to inquire about an iron and ironing board. Allison stated that I had to ask for it. Once I did get the iron and ironing board, it was dirty with black stuff on it. That's when we both decided to leave at this point. I returned the iron and ironing board to the front desk. And I made the front desk staff aware of my dissatisfaction. She said, "Okay, I understand." And then, she gave me a card with the manager's name and number on the back.

After we left the building, I immediately called Expedia to inform them of the problems, within 20 minutes. We had nowhere to stay. Expedia was not helpful at all. They didn't even offer to get us another hotel. At one point, they stated that I can be credited one night back. Expedia just gave me another reference number. They stated that I can speak with any agent when I call back the next day. The agent that I spoke with regarding this incident was named Kasper. From day one, Expedia could not even get my email address to go through. I had to use my nephew's email address to obtain confirmation. I gave them two different emails in two days. I even created a Yahoo address so they can email me the confirmation. However, I spoke with customer service four times.

The next day, I called and spoke with Frank ** who stated that he was the manager at Trade Winds ** regarding this matter. Mr. Frank insinuated that my niece was part of a threesome. He said that the room was booked for two, and three people went into the room. But my niece was merely helping with the luggage. After that, he was leaving. He also stated that we stayed the night, but we did not. I have the guest check out receipt stating that I arrived on 7/27/2011 at 11:40 pm and checked out at 1:04 am. I find this to be poor management. My nephew spoke with a supervisor from Expedia named Chad. He stated that the manager needed to approve the refund. Mr. Frank ** stated that he was not going to refund anything at all. My nephew spoke with a supervisor from Expedia. He was trying to explain what happened again, and the supervisor hung the phone up on him. I find this to be poor customer service. We not only booked hotel through Expedia. We also booked our flight. And it went well.

This experience was horrific and has put me at distress. After speaking with Expedia and Trade Wind manager, I felt so belittled, hurt, and falsely accursed due to false allegations. I wanted to make you aware of the manner in which my nephew and I were treated by both Expedia and Trade Winds hotel management.

On 7/31/2011, I booked a hotel online through Expedia. Less than five minutes later, I canceled the reservation and got the confirmation on the page that I successfully canceled the reservation. I checked twice in the day and saw that the reservation was canceled only to check my credit card in mid-August and saw that Expedia still charged me for the hotel and the cancellation was taken off (my only mistake was not to print the page).

I called Expedia to find out why I was charged for a reservation that I canceled and they claimed that it wasn't canceled even though I told them I did. They claimed that they will call the hotel and put me on hold for quite some time. When they got back to me, they claimed the hotel refused to refund my money even though I did not occupy their hotel room. They were not cooperative in finding a solution or investigating what went wrong on their website that changed my cancellation to a confirmation without my permission. I will never use Expedia again and never will I make that mistake of not printing any documents when I do a transaction online.

My trip to Nassau Bahamas was interrupted by Hurricane Irene. Expedia is charging penalty fees ($1,276.00) saying that it's the hotel policy. An Expedia representative reported that they would contact the hotel and get back to me within 72 hours to let me know if the hotel would waive the penalty fees. They never contacted me. I emailed them twice but there was no response. I called again and explained the whole situation but I was given the same answer, "We have to confirm with the hotel that they are waiving the penalty fees and we will get back to you." Again, no one got back to me. The most aggravating is the wait time when I call them--always at least one to three hours. After being on hold for hours, they answered and disconnected. I will never use them again.

I am very disappointed with the poor service. Even though I did not get any service, I was trying to cancel the activity that I had purchased because I found out my hotel provides free shuttle. I have been calling Expedia and waiting on the phone for 2 hours each time without being transferred to talk to someone. Now, mind you, when I press the option of a new reservation, I get transferred within 15 minutes, but guess what? They won't help you with the cancellation. They only want your money but maybe not your service!

I have been calling for 4 days now, and my trip is in 6 days. They state that I can get the refund up to 48 hours before my trip, but honestly, with the way they have been handling the phone over the last 4 days, I don't see how this could happen.

Now Expedia had cost me 6 hours of my time trying to get back a 60 dollars refund! Hilarious, isn't it? I know.

This certainly makes me want to choose another site to deal with from now on. If they had people to answer the new reservation division, why not put more people for the refund also, hire some more people, or simply don't take more business than you can handle?

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I booked a hotel room on Expedia in St. Clairsville, OH. I was given a confirmation number. But when I got to the hotel, they said that Expedia overbooked me and there was no room available. It was 11:15PM. I called Expedia and the first operator said that they would refund my money and give me a free room for that night. I was put on hold and by the time I got the next operator, she claimed that I could not get a free room since it was already past midnight even though it was their fault that I was put on hold for almost one hour.

I spoke with Morgan and Mimi at your company, both assured me a two-day refund with the Sleep Inn University, El Paso and Hertz rental car one day refund would be issued to my Mastercard. Morgan asked me to fax the documents; however, after sending the fax, I wrote three emails and made five phone calls, all of which resulted in hold time in excess of five hours. I am willing to provide the phone records to you for confirmation of this fact. Mimi left me a voice mail needing my credit card number for issuance of the refunds. I was unable to reach anyone by phone, fax or email. No response other than an automated canned email.

I have booked several trips in the last three months and spent well over 5,000 in travel with your company. The experience has been a nightmare. The refunds have been verified through Mimi, she stated she contacted the general manager at Sleep Inn and Hertz (I provided their names and direct numbers by phone for her). However, we were disconnected before I could provide my credit card info and obtain a confirmation number for the refund.

It was at this point I continued to call to provide the information. I called several times yesterday and held for in excess of three hours, to no avail. No one ever answered the phone. The sales department stated they were unable to handle the refund and transferred me back to a black hole queue.

I would like you to contact me directly. I am a federal contractor and I travel monthly. I had confidence in your company although the accommodations to El Paso, Tx., were unacceptable. I will no longer be using your company and will most likely warn my colleagues not to utilize your company for their travel arrangements, these include a group of judges, attorneys, medical experts as well as vocational experts, which your company could benefit from, in my opinion.

A return phone call would be appreciated although at this point, unexpected. Thank you.

I had a bad experience with Expedia, Sheraton Four Points, Starwood Resorts & Hotels, and their sales agent, Hotel Planner.com. I made a booking online then had to cancel. Sheraton says it is not their problem and I need to talk to Expedia. Expedia says, "Tough luck." I have to pay a penalty for cancelling even though I did cancel on the 7th for a room I was to occupy on the 10th.

The Expedia booking process has left me feeling cheated. I was under the impression I was making a reservation with Sheraton Four Points, not a third party booking agency. I am highly disappointed in Expedia and the deceptive practice. Sheraton Four Points is also culpable for allowing this swindle, dodge, rip-off and online con to be a part of the Starwood Corporate business strategy. A complete and utter disappointment! I would like someone at Sheraton Four Points, San Diego or Starwood Corporation to explain this misleading booking policy.

If you use Expedia, buyer beware.

I asked about the point redemption center. They cancelled my hotel reservation. Left up a round trip airfare and round trip shuttle but no hotel!

They placed me on hold for 45 minutes and then hung up seven times. I spent my whole night (5 hours) trying to call back and my husband and I spent the whole evening on two phones and kept getting hung up on.

Please never use Expedia... I've been in tears over my dream vacation all night.

Misleading advertising of expedia.ca. Shown Hotel:7 nights. When I read my itinerary it is only for 6 nights. when I called the 1st agent had told me it was not them made the error, I should call the air Canada vacation. When I called air C a nada the same thing blaming me for signing with expedia.ca I should go straight to their website to avoid this error and asked me to call back expedia.ca after 1 and half hour waiting. Then I called back expedia. Ca and kept on telling me that the agent read me when was my flight date and return date, I explained how many times that obviously I. Trusted the agent who booked my appt. That the 15th will be the 8 days and Spent 7 nights.

They put me on hold for another 30 minutes to tell me the things that I already know my flight date. On and on and on but they cannot do anything about it. No apologies or what soever. They standing behind booking agent confirmation regardless of their error in their ads. This was my first experience with them and it would be definitely my last. They are all bunch of ..........

I purchased an expensive travel package from Expedia for a trip to Hawaii with the intention of placing a deposit on the cost (as described in the Expedia Detailed Rules and Restrictions.) When the agent took my credit card info, however, she charged the entire price of the trip without telling us the amount that she was charging. When I informed her that I wished to pay only the required deposit she told me that it was impossible to modify or reverse the charge to my card. When I asked to talk with Customer Service, I was left waiting for 1 hour and 15 minutes.

Finally, I was able to speak with a CS rep who confirmed that the charges could not be changed, but that I could cancel my reservation and purchase a new one for the same flight and hotel. When I agreed to do this I was first told that the price had increased $500 over the last hour! When I challenged the veracity of this explanation I was told that the hotel room was no longer available for Expedia to sell EVEN THOUGH I STILL HELD THE ORIGINAL RESERVATION FOR THAT ROOM!

I asked to talk with a supervisor. I was disconnected twice. Bad Service. This leaves me very worried about the quality of services during my trip and the overall dependability of Expedia. It seems that once they get the money their efforts to please the customer evaporate.

paid 118.00 for a non-cancellable reservation a what was supposed to be a three star hotel with doubl beds. When I arrived it was a Grundgy Hyatt with one bed and a sofa bed. Fly in room buzzing all night, tub leaking. Room neat but not clean. Very dissapointed, that it was not disclosed that I would pay 118.00 to sleep on a very old and uncomfortable sofa. I want my money back!..

I just had the worst customer service experience with Expedia! I called this morning to check my policy and to see if I could cancel my hotel without canceling my airfare. They confirmed that I could indeed cancel my hotel and get a $220 refund without disrupting my flight arrangements.

So I booked another hotel through another agency, received confirmation from them and then called Expedia to cancel the hotel. It was at that point that they told me that I couldn't cancel the hotel without canceling the airfare and the airfare was non-refundable! The customer service representatives were completely unhelpful and the supervisor at the corporate office was condescending and flat out rude. She told me that I should have read the terms and conditions, however, it would have been a lot more helpful if I wasn't misinformed by one of their agents!

I booked two airfare/hotel packages from Expedia for Las Vegas staying at the Treasure Island Hotel and Casino for January 2, 2011 through January 5, 2011. On Expedia's website, it states: "Hotel Promotion--Buffet Breakfast included daily." Well, after contacting the hotel and Expedia, that promotion is a false advertisement--you don't get it. Beware because it is still being advertised on their website! Yes, I called and complained but it didn't do me any good. As a result, I will now have to purchase breakfast for three mornings for four people.

On 10/13, I called Expedia as the person I assist had a slight change in their travel plans (departing one day earlier). I asked for the agent's name when shortening the guest's hotel stay and was told, I did not need their name, only a reference #. The agent said if I changed prior to 10/21 (original check-out date) there would be a fee, however if I called on 10/21 and said guest had checked out 10/20 they would call and confirm the early check-out. I would be credited the day they did not stay over (reference # **, reservation # **).

Needless to say, when I called 10/21, I was told the hotel is sold-out (I called the San Miguel in Spain to confirm, it was not sold out). Expedia told me there would be no refund. I was misled and extremely disappointed as I was disconnected 2 times prior after a substantial hold time (1/2 hour, 2 calls = 1 hour wasted hold time). Total cost of hotel stay including taxes was 1,162.71 for 5 nights, expected credit should have been $232.54.

On September 14 2010, I traveled from Los Angeles to Chicago and made a one-night hotel reservation through Expedia. I was happy to get a room, even though it was an exorbitant $375 a night for a room at the Doubletree Hotel which normally costs $169, but there was a convention and every room in town was taken. I booked through Expedia's website which said the reservation would be final as soon as the transaction went through on my credit card.

Within seconds I had a confirmation number, displaying the full price with taxes added. The reservation could not be canceled because it was within 24 hours of the travel date. Minutes later, I received an email thanking me for the reservation, providing me once again the confirmation number and full amount charged to my credit card. Because I knew there was a convention in town, and sometimes hotels overbook, I took the extra step of calling Expedia on the phone to verify that my reservation was valid. I felt more comfortable talking to a live person instead of relying on the website. The person looked at my record, and confirmed everything was set.

On my way to the airport, I called another time, to verify once again in case anything changed over the last few hours. The Expedia person on the line reassured me everything was fine; there was nothing to worry about. They could see it all there online, the reservation was active, the credit card had been charged, and the hotel had confirmed. I asked what would happen if I showed up and the hotel was overbooked and couldn't honor it, they said not to worry; I was under Expedia's care and had full assurance. Good thing the calls were recorded. I landed in Chicago 2,000 miles away from home, arrived at the hotel, where I was told they did not have me in the system; and they were completely booked. As I showed them my printed confirmation, the agent behind the desk told me that the issue was with Expedia, not them, the confirmation was with Expedia, not the hotel.

Apparently they never accepted the reservation as their system was full, they even contacted Expedia to inform them when they saw the reservation request crossed their desk, and Expedia replied to have the traveler call them when they would check in. This at the same time as I had been calling repeatedly to reconfirm my reservation. This was where things started to look bleak. I am 2,000 miles away from home, there was a convention in town, all hotels were full, and I was visualizing myself sleeping on a park bench or the floor at the airport. I told the hotel agent I would not move from the front desk until I got a room and the issue was resolved. He brought his manager who went to great length to tell me it was not the hotel's problem, and started explaining how that their system was not accepting reservation, Expedia shouldn't have booked it, it was simply not their fault, there was nothing they can do.

I refused to leave, I stood there and spent the next hour on the phone with Expedia where when I was not being put on hold, I was waiting for someone to pass me over to someone else. Of course they told me it is the hotel's fault as there is no way for Expedia to make a reservation without the hotel accepting it. I finally ended up at the special desk with someone who was there to resolve issues. He asked for my phone number and said he would call me when he had a solution. He apparently would call hotels to see if they have rooms, something I knew would not work because the town was fully booked up. By now it was getting dark outside and I have been standing there a long time. It turned out the hotel manager had a manager, who came in, introduced himself as the general manager, and said he made an executive decision to give me a room, even though the hotel was fully booked and he had no obligation to do it. How he did that, I don't know.

Of course the Expedia reservation will not be honored, they needed my credit card to recharge me for the room, and it was up to me to go through Expedia for the refund. He said I should have no issue with that, and offered to help if I do. He gave me his name and said Expedia could call him directly. The agent behind the desk said that the hotel was fully booked, and long after the general manager went home for the night, they will have to deal with the poor traveler who checked in and cannot get his room. He apologized for the trouble, explained that reserving through Expedia is not the same as going through the hotel directly, and gave me a coupon for a free glass of wine on them. I proceeded to my room, ordered room service, where I was told the coupon was not valid for room service. After pleading with the person to call the front desk manager, explained who I was and what I just went through, and asked for an exception, she said nothing can be done because it's a different department. I gave up.

Then I called Expedia and spent the next hour and a half dealing to extract a refund from them. At this stage, getting my money back was just not enough, I have gone through hell. I wanted multiple times what I paid for the ordeal; I wanted them to pay a penalty. After holding for a long time, I talked to a person who has no authority, explained my story and the aggravation I have gone through, asked about my bill of rights as a traveler, and asked what it means to have a confirmation number and my credit card charged. Then I asked to be transferred to a supervisor. And then another one. I was angry. First I was told that their notes showed that my problem had been solved so it shouldn't be an issue. Forget that Expedia did nothing to solve my problem; it was solved by me making a pest of myself at the check-in counter, and through pure perseverance.

Then I was told that not only I would receive a refund but also, guess what, they will even waive the cancellation fees! I started laughing hysterically. They will waive cancellation fees for a reservation they completely screwed up, isn't that nice? Then the conversation shifted to this being my fault because I made the reservation on the same day, and the Expedia agent with the thick Indian accent explaining how their systems work, with me interrupting to tell him I couldn't care less about their systems, they are his responsibility, not mine. But he now insisted we have shared responsibility because it took reservation systems 24 hours to reconcile. I reminded him that there was no mention of this when the website charged my card, no warning stating that the reservation may not be valid and full assurance when I called to confirm and reconfirm.

Maybe it was my fault, perhaps I was negligent in not calling their I.T department to better understand their systems and personally assessing the chances of a reservation being valid? Perhaps as a traveler, it is my responsibility to become more acquainted with reservation systems? I spent the next hour on the phone asking to talk to someone with the authority to compensate me for the aggravation I have gone through, and let them know I will take legal action if they don't. I was offered a $50 coupon for future travel for my trouble, then 15 minutes later another person increased it to $100 but told me I must accept this one-time offer immediately. A coupon toward future business was a penalty on me, not Expedia, because they get me to spend more money with them again, and I put myself at risk once more. I declined, told him it was an insult, he was not getting the point; I will not reward their incompetence with future business.

After insisting to speak to someone with authority, I finally got transferred to a supervisor in corporate who told me she was hanging up because I mentioned legal action. So that's the difference between Expedia and airlines, where passengers have at least a bill of rights. If Expedia leaves you stranded, they barely feel obligated to refund your money and actually think they are doing you a favor by not charging cancellation fees for a reservation they botched.

When Swiss Airlines canceled my flight from Zurich to Johannesburg, they not only put me up in a hotel in Zurich, took care of all meals, drinks, and transport back and forth, they also paid for my stay in a 5-star hotel in Johannesburg, because the delay caused me to lose my connection to Botswana. They weren't responsible for the Botswana leg because it was on a different airline, but they just did it because they are Swiss Airlines, and it was the right thing to do. They even paid for my wife's massage treatment at the hotel!

I hope that this information may reach the ears of someone who cares about customer service and is willing to do something about it as Expedia won't and ignores its customers' correspondences. On November 24, 2009 I booked a hotel reservation at the Hyatt Regency San Francisco Airport Hotel for a total of $131.75 online with Expedia.com. Due to extreme weather conditions including snow on the 5 free way and dangerous winds and rain on the 101 on December 12, 2009, our trip from Los Angeles to San Francisco had to be cancelled.

We called the hotel to try to reschedule to a later date or cancel the reservation and they were very sympathetic and willing to help, but we were advised that the reservation was booked under Expedia and we would have to contact them in order to gain approval from them. Upon contacting Expedia, they refused to do anything about it and insisted on charging us the full amount even though we did not stay at the hotel. Because they were unwilling to do anything, we filed a dispute with our credit card company. Visa investigated the issue and sent a notice to Expedia.com for mediation. Expedia was given a full 45 days to respond to the dispute but according to Visa, they received no response from Expedia.com and the case was then closed. We received a notice from Visa stating that our account had been credited the full amount and the case solved.

The case was closed and there was no problem until on June 21, over 6 months later, we received a notice from Expedia's collections agency, RMS, billing us for $131.75. Upon receiving this notice, we sent RMS a letter stating that we do not accept this charge and that it had already been disputed and solved. We also send a handwritten letter to Expedia regarding the matter. Both letters were met with zero response from either company. RMS simply sent another 2 collection notices with zero explanation and Expedia ignored our correspondence.

On July 27, 2010, we received the third collection notice from RMS that read, "You have not responded to our previous request for payment of this account which was placed with us for collection." In fact, we had responded via certified mail on July 7, 2010. Due to the lack of response from both RMS and Expedia, we called Visa to help us track down someone from Expedia. Shelly with Visa helped us get Edwin **, customer service from Expedia, on the phone. When asked why Expedia was sending Collections Notices despite the case already being closed, Edwin responded that the hotel had charged Expedia, and so Expedia is charging us. Shelly and I asked to get the collections notices to stop as the dispute had already been settled and Expedia had sent no response to our dispute. Edwin stated that he was only able to process reservations in the past 6 months and since this dated back to 2009, he was unable to change anything. Expedia did nothing to respond to this issue until 6 months later. Ironic, since their customer representatives are "unable" to process anything past 6 months.

Edwin connected us with Mario, his supervisor. Mario gave us the same response and said that it was out of his hands and he was unable to address the matter, so he patched us over to Expedia's corporate branch. At corporate we spoke to Daria. We have been loyal Expedia customers for years and years and have heard many horrible stories regarding their customer service, but I didn't believe it until today. When asked why a collections agency was sending us notices and harassing us, she said that Expedia needs to get paid. When I told her that no services were rendered and we did not stay at the hotel, she insisted that they did everything they could to advocate a refund from the hotel on our behalf.

To this date, we still have no proof of this and furthermore, the hotel was willing to help us as individuals but refused Expedia? It makes no sense. When questioned about their lack of response to Visa, Daria curtly responded that the people who handle those claims are in a completely different department and that she can't speak for them. Being a part of corporate means that you're responsible for all departments of your company, including those that deal with credit card claims. In no universe is zero response acceptable whether it's to another business or a customer.

On both accounts, Expedia has proven their lack of professionalism. They failed to respond to Visa, the most widely accepted credit card agency in the world and a loyal customer. Daria offered no apology and no real answer, just that it wasn't her fault. When I asked her to address the issue, she said that it was out of her hands and that there is nothing that Expedia can do about it. If Expedia is the one who issued the account to RMS then it's their doing and they can do something about it. I did not appreciate being lied to and being patronized.

She then suggested that I contact the collections agency to address the matter. I then advised her that I had already done so in written form through certified mail and only received another bill with no explanation other than I "didn't" respond. At this point she had interrupted me several times on top of being rude so I then asked her if there was someone else at Expedia that I could talk to since the collections agency and Expedia at large don't respond to written letters and there was nothing she could do about it. All I got was excuses and finger pointing at other departments with no apology. When I insisted that if she couldn't help me resolve the matter that I would like to speak with someone else, she hung up on me.

It's a laughing joke that Expedia says they offer great customer service. I thought they were a great company, but I'm just disappointed in their response, or lack thereof. They've offered zero help on all accounts and have ignored our written letters. They did nothing when the account was disputed and waited 6 months to send a collection agency to harass us. Not only have they wasted countless hours of our time, they've also lost this family's business. If a written letter of complaint doesn't get through to them, I'm not sure what will.

Frankly, I'm just disappointed with Expedia and I will no longer book through them. Not only do they not care about their customers, they have zero accountability. We were unable to keep our reservations due to impossible weather conditions and received no help from Expedia. This really goes to show that Expedia doesn't care about its customers' interest at all. We would have been happy to reschedule our stay to another date or even a credit to our account but it seems Expedia cares more about making a dollar than customer service. Daria was rude and I'm appalled that Expedia would hire someone like her to work at corporate.

It is completely unprofessional to ignore all correspondences from both Visa and their customers and then wait 6 months to send a collections agency after us, after which time they supposedly have no control over the issue. Their business practices are questionable, at best, and this family will no longer be using their services. Their slogan says, "Where you book matters." Yes, I agree, anywhere but Expedia. The service industry thrives on customer service first. Obviously, this company has got it backwards.

Thank you for your time and consideration. I hope that this letter and our negative experiences with Expedia will one day get them to change their habits of poor customer service.

My son and his wife booked their honeymoon through Expedia to the Dominican Republic. When they arrived at the resort, it was closed down and it had been closed for over a month. They were sent on a honeymoon to nowhere.

We booked a room with Expedia. When we arrived, the room was moldy and unclean. So we left and got another room at a different hotel. We went back to check out of the first hotel and the man said, okay he did not or would not give us any paperwork saying we checked out. Called Expedia about refund, so they checked and the manager said we had stay there but did not They bold faced lied to us. What can be done about a business doing business to a consumer. 359.00 was to be the refund.

I booked a package to Denver and the information was misleading. The guarantee that the hotel was within a walking distance to down town and the breakfast was included in the price. Also that is was a refundable package. When I arrived at the hotel I found out that I needed a shuttle to get to the centre-down town and that the breaksfast was not included. I only found out about the breakfast when I went to have breakfast in the morning.It was frustrating ringing expedia because they put me on hold and the agent said to me that is was not included. I was furious because I could not even go out the hotel and find a breakfast restaurant in the surroundings because I needed a shuttle to take me there. Outside the hotel there was a highway. And of course I had to pay for that myself.

I booked a room through an Expedia toll free number. I was asked for an email address to forward my confirmation number and invoice. I asked that email address not be used for any other purpose and was assured that it would not. I have been receiving four or more emails per day that are certainly the result of this event. I have been very cautious with this email address and now expect the problem to grow. This is very distracting to my work days and it is now likely that before long I will need to change my email address. This will cause more difficulty with my customers and vendors who expect to communicate with me in this way.

I booked my hotel reservations in Los Angeles through Expedia.com for an event I was covering for British Marque. Expedia was offering a $50 gas card as a bonus for booking through them. The "free gas" card arrived after the trip with an expiration date that pre-dated the arrival of the card. I tried on and off for two years to get Expedia to replace the card before I included a comment in one of my columns. The price may have been right, but their after service support rates zero and I will never use expedia.com again.

I believe Expedia is still over-taxing consumers for hotel rooms. On February 28th, after an Expedia error ruined my vacation, I was stranded in Miami, FL. Expedia was able to offer me a $100 gift card for a hotel room, but I was charged $64 for taxes and hotel fees. The room rate was $111, a wholesale price for Expedia.

I experienced two separate issues with Expedia, one was a vacation that was totally ruined. There was an error with my booking and their online system did not provide me with the necessary information I needed to remedy the error, alas a vacation that was ruined. I got stranded in one location with a reservation in another. Expedia did not offer to assist, I too, suffered lengthy wait times on the phone and dead lines. I had to buy a return ticket on my own, my costs averaged $600 to $700 on top of my original reservation.

Expedia would not assist in any way. They would not refund my hotel reservation in full. My airline ticket on Jet Blue was destroyed, they changed the return date, over-billed me for the one way ticket. It was horrible. Please note that their Customer Service Department made such a mess of my reservation, that Jet Blue intervened on my behalf and pulled my ticket from expedia.com. And in another case, I believe they are over-taxing customers. This is all part of a 48-hour nightmare I went through on February 28th to March 1st 2010.

I have booked for a stay of 9 nights at Bewleys Hotel Leeds, UK. I have fully paid Expedia according to the nights I am staying. At the time of my booking, regardless how many nights I am staying, the price per night was the same. Before I checked in Bewleys Hotel Leeds, I emailed Expedia informing them that I have changed my schedule and will check out one night earlier. They replied me in a couple of days to say that I must call them to discuss this. I had to wait until I have time to call them to discuss this issue, however, they told me that as I already checked in, it is not refundable anymore unless the hotel permits (Antoinette took a long time to explain this to me).

It took me 55 minutes (as recorded by Skype) before Adelyn finally agreed to make a refund to me but required me to call back after I check out. I do not appreciate Expedia's policy of: Refusing to refund for the night even though ten days' notice was given. Requiring customers to call back for refunds even if it has been agreed upon. Expedia is a travel giant and dominates the travel market in the US today. It is an extremely bureaucratic company. Their policy towards customers should be investigated into carefully. They are bullying customers.

On January 23, 2010 at around 1:30 pm, I used Expedia.com to search for hotels in downtown Chicago. A friend and I are going for two nights during our spring break. Most of the hotels required us to be 21 to check into, or so Expedia's websites told us. Frustrated, I called the 1-800 number on Expedia's website, and dealt with a very nice, yet very difficult to understand, customer service lady. I told her my situation, and asked if she could recommend a hotel that met my requirements. After a little searching, she recommended the Holiday Inn Express Chicago - Magnificent Mile. I checked it out on Expedia's website, decided I liked it, and went ahead and booked it.

Now, I booked a standard refundable room with two queen beds at $104 a night. At the bottom of that page, it told me my total would be $240 and some change. I clicked "continue with booking" and when all was said and done, and I had put in all my information, the total somehow jumped to $253. I just figured it was for taxes and such. Excited that I finally had a hotel booked, and that this trip was becoming real, I closed out of the website, after double checking everything of course and clearly making sure I only had to be 18 to check in.

A half hour later, I checked my email, and had a confirmation email. Just scrolling through it, I clicked on the rules link, and discovered I had to be 21 to check in! Now I knew something wasn't right. Going back to my email to look more closely, I realized I had somehow booked a standard non-refundable room at the Hilton Garden Inn for $110 a night! I was so confused and very upset because it said non-refundable, and this clearly was not the hotel I booked. I had never even heard of this hotel.

The lady at the hotel was very nice, and told us they had not yet received a reservation for me. But, Expedia had already charged my account for the $253. So I called Expedia back, argued with the lady to talk to a supervisor. I argued with this foreign guy for 45 minutes! At this point, I had decided the Hilton looked better than the Holiday Inn anyways, and I did only have to be 18, even though Expedia's website says 21.

All I wanted from Expedia was an apology, admit that they went wrong, and that they would help fix the situation. Maybe put me in a hotel for a free night, or compensate me somehow. No! Instead, we argued for 45 minutes! I told him he must be an idiot for not knowing his own website, and that it was clearly their mistake, and that I did not book a room for that hotel!

In the end, Expedia did nothing to help me. He just kept repeating the same information like a damn robot. And now I'm stuck at a different hotel, thanks to the foreign idiots at Expedia.com. Consumers beware. Do not use Expedia!

Worst experience ever and I will not use Expedia again. I was simply trying to change one reservation from a Wed-Fri to a Sun-Mon and trying to change the other from Wed-Fri to Wed-Thur and Sun-Mon (so add a day and change days). Just trying to change the reservations and Expedia was unable to because I had to rebook and then cancel, (how archaic is that?) not just change. Since the hotel was full, Expedia could not execute. So they sent me to the Hotel. Hotel is unable to change because front desk could not "see" the reservations from third party (makes me think how will I check in?) and because the contract with Expedia does not allow them to make changes. Manager tried to help out, but was unable to fully help.

While waiting for all of this to go down, I cancelled itn #130512097150 cancellation # 200577705 (after being on the phone over an hour with Expedia and Hotel) and the confirmation says no cancellation penalty fee but the hotel says there will be one. So I am penalized for trying to do the right thing? Then on itin # 130512010407, no way to change. I just have to show up and call Expedia from the hotel to tell them I am checking out early where I will be refunded, we'll see if that happens. I am doubtful.

I will not be using Expedia for personal or business again. This is a ridiculous process in the internet age we live in. If you had told me that was the process 20 years ago, I would have believed you but now it is just pathetic. It is yours to change.

I have my credit card company fighting to reverse the charge of $66.24.

I recently booked the same hotel one year in advance like I did 8 months ago . Apparently Expedia has changed their penalty/cancellation policy without informing me or highlighting them anywhere in the itinerary. March this year I was able to book and reserve the same hotel without being charged a penny until the date of check-in. Now they have already charged me the full-stay amount in advance and with 2-day penalty for cancellation. I only to find out about this after I have clicked the submit button, and after you specifically click to open the cancellation to expand the hidden text to see these updated policies and penalties.

If knew about these penalties and changes I would not have booked and reserved thru Expedia. I felt this was unethical and bad business practice as I feel like I reserve the right to be able to cancel the booking w/o penalties, especially this is like one year away. I called their customer service to cancel my reservation and explain my situation as I also found another site that gave me a cheaper rate on the same hotel. This is one week after booking. I had to explained, and be on hold, still getting an answer of no, and that I will be getting an penalty if I cancel, they even ask me to dispute the charge with the credit card company. If this is how Expedia going to do business, they have just lost me as a future customer. I have been loyal to them for the past 5 years and very disappointed in their handling of my situation.

Doing this hidden fine print of new policies and penalties to trick ordinary customers. They are evil, and their customer service is horrible and very unhelpful. I will never ever recommend Expedia to anyone who wants to reserve hotel in advance or shop for cheap rates. Because they give you no way of backing out even if your trip is canceled by unforseen circumstances. This is a very bad mistake on the behalf of Expedia, I am sure more complaints similar to this will soon to come, I wouldn't even be surprised if a class action suit is filed against their practice.

We booked 2 Rooms at a price of $262.00

including taxes for 1 night. Upon

arrival at the hotel we found out the

rate was $196.00 including taxes and

fee's.

I spent over 20 min at night to resolve

with no satisfaction. Jane asked me to

call back the next day,explaining

that they needed to speak with the

hotel manager. This lead me to

believe we could get this resolved.

I called back the next day and

unfortunately I did not get the

supervisors name. I spent another 20 -

30 minutes and with still not getting

any satisfaction. They did offer a $100

coupon for future use. They would not e-

mail the coupon and told me I could

retreive it only through a reference

number. I also asked for for someone

to call me back.

The unnamed

supervisor said they will not call

back. Hopefully, I will get the $100

credit when I book my next hotel. Why

should I trust that Expedia will A.

Follow thru with the $100.00 Credit or

B. that they will get me the best

pricing.

All I was looking for was a credit of

$50.00 - $60.00.

I am not looking for a attorney to

resolve but hope that my experience

will educate others about a low price

guarentee.

FYI: The bathrooms in this un-named

hotel were filthy. Expedia should take

this hotel off there list.

We booked our two week honeymoon to Santorini, Greece through Expedia. Our trip began November 10th, 2009. After 19 hours of flights and layovers we were ready for a good nap on the beach by our hotel. On November 11th, a taxi picked us up from the airport and drove about 30 minutes through the beautiful countryside and through the very quiet town of Perissa. We knew we were traveling in their tourist off season and excited for the peace and quiet.

The taxi pulled up to our cute blue and white hotel and dropped us off. We walked up to the door only to find that the door was locked. We peeked around to corner and the pool was completely drained. The hotel was closed and absolutely no one was around. We laughed for a while at our helplessness; no cell phone signals, no idea where we were, no people around to help. We sat in disbelief for about 30 minutes until with great luck a taxi passed by. He drove us into the Fira, the main city. He spoke perfect English and was able to recommend a few hotels.

We chose the cheaper one ($35 Euro) thinking we could just stay the night and use the phone to call Expedia. The hotel didn't have phones in the room or one that we could use for an international call. The receptionist offered his personal cell phone although we knew that we didn't want to run up his bill.

So we sent at email to Expedia: We just arrived in Santorini for our honeymoon today. The hotel we were supposed to stay at Katerina and John's hotel in Perissa is closed. Help! We've found another hotel for the evening, but need help finding somewhere for the remainder of our trip and getting reimbursed for our troubles. We haven't yet found a phone that we can use and have only found a computer. Help! What do we do now?

We hardly slept that night. We had no idea where we were, everything we had researched was no longer valid, and we really had no idea how safe we were in our current area, and our bed creaked at every turn. In the morning November 12th we eagerly anticipated Expedia's response: Dear Expedia Customer, Thank you for contacting us about your reservation at Katerina & John's Hotel. Please accept our apologies in regards to what had transpired during your vacation. As one of our valued customers, your words carry a lot of weight with us, so we are distressed to hear that your travel experience was not a good one. We regret any inconvenience that may have occurred during your trip and would like to assure you that every reservation is important to us. Thank you for bringing this incident to our attention. To further research on this matter, we request that you contact our Customer Support Desk at the number below or 404-. Unfortunately, we are limited to the assistance we can provide via e-mail correspondence....

So we went on the quest to find a calling card. After stopping about 3 or 4 grocery stores we finally found one that carried cards to the United States. We then set on the path to find a working pay phone, after multiple faulty ones we finally found one that worked. Nick called the Expedia customer service line listed on our Expedia Itinerary.

After scouring our Itinerary for this number we realize that our return flights had been changed sometime after booking our trip. Our return flights are listed as follows: Traveling to Athens Mon 23-Nov-09 Special Fare. Traveling to Houston Mon 23-Nov-09 Special Fare

Our return flight to Athens leaves 20 minutes after we are supposed to leave Athens for the US. The original Itinerary had us leaving Santorini at 8:35am. So Nick explained the situation to the Expedia representative. She originally explained that she couldn't do anything after the trip had stared. Nick explained our situation including flight, and explained that we really just didn't feel comfortable on the island and would just like to return to Athens where we felt we would feel safer and feel less stranded and at least knowingly have a way back to the United States. She explained that she couldn't do anything until after they had confirmed the hotel was closed but would email us hotels in Athens (of course that we would have to pay for) and would notify us by email once they had contacted the hotel where we were to originally to stay.

By the evening of November 13th we still had not heard from Expedia regarding the hotel. I called again from a pay phone and had to explain the whole situation again to a representative who recited the same words "We cannot make any changes to your itinerary after the trip has begun." After a few choice and very frustrated words I asked to be transferred to a supervisor. I had to once again explain the whole situation to the supervisor.

After 30 minutes she finally understood the situation and called Delta and Aegean Air to get our flight changed. While on hold (the pay phone timer ends at 59:59, the calling card ran out and the call was disconnected. We raced to the grocery store to buy another calling card and raced back to the payphone.

I called Expedia's customer service line, when the representative, Allen, answered the phone, we asked to be transferred back to the supervisor, he explained that he could not do that but put us on hold so he could review our situation after 10 minutes he came back and we asked to be transferred to his supervisor, reluctantly he connected us to Ellen, at this point I was completely frustrated and refused to explain the entire situation once again so Nick took the phone. He explained the situation yet again. He explained that he was on a calling card and had less than an hour on the card. She asked for a callback number. Nick told her we were calling from a pay phone and did not have a return number to which she stated "That's inconvenient." She put him on hold; he stayed on hold for the next hour, the phone timer once again ended at 59:59.

During this time we watched a car get pulled over by five policemen who pulled the driver out of the car and onto the pavement. We were absolutely ready to go home. When she finally came back she explained that she couldn't do anything until they contacted the hotel. Over two hours on the phone in a dark alleyway with Expedia and absolutely no solution.

That night we decided that we were not getting anywhere with Expedia and would just book the flight and hotel on our own. We booked the flight through Aegean Airlines for $180 Euros (see attached) and booked our hotel in Athens from the list the first Expedia agent had sent us for $735.60US. We decided to just stop wasting our Honeymoon on the phone with Expedia and that we would just deal with the rest when we returned to the United States.

We flew to Athens and took a taxi to our new hotel. Upon arrival they had no confirmation from Expedia, we had to use their computer to print off our reservation. They had one room available and had to clean it before we could stay. An hour later we were placed in our room. Although we tried to make the best of it, we spent the rest of our honeymoon exhausted, disappointed, and ready to return to the United States.

Upon our return to the United States Nick called Expedia. He asked immediately to be transferred to a supervisor. He explained that we had already talked to two supervisors and wanted to know the outcome and to be reimbursed for the trip including our new expenses. The supervisor explained that they still had not been able to get ahold of the hotel and needed confirm that they were in fact closed (three weeks later). He read the list of attempts that Ellen had already made to contact the hotel. He explained that the needed to complete the process before they could make a decision.

After talking to numerous Expedia supervisors, multiple calling cards and thousands of dollars later we had still don't have an Expedia solution. We ended up having to find and pay for our own hotel for two weeks (not an expense we were ready to take). We are left disappointed on what was to be a relaxing beach honeymoon that ended up in Expedia hell.

We would like to be reimbursed for the entire trip plus what we had to pay for rebooked hotels and flights $3412.45US, $180Euro for flight, $140 Euro ($35Euro for four nights) for hotel in Santorini- Hotel Antonia-we do not get a receipt for this you can view the hotel and price list. The exhange rate at this time was 1.4868 USD

I argued to no avail.

10 minutes later the expedia.com employee returned to our call to inform me that i had to wait 1 hour to call back to see if the hotel would accept the cancellation.

I decided to contact the hotel myself and explain the situation. The Dolce in King of Prussia, PA was very understanding, explained that they only needed a fax from expedia.com to indicate that I wanted to cancel (expedia had not sent anything to them at this point).The moment the fax came in, the Hotel (not expedia.com) would call me to let me know that all was fine.

I eeded to pick up our son who lived in Philadelphia so I headed in that direction while awaiting the call. Call never came because expedia never sent the fax!

Never heard from expedia.com, but I must say, that I was more than pelased with the hotel and their customer service.

I wrote to expedia.com but based on all that I've read, I do not expect to hear back from them.

Needless to say, I am not a happy expedia.com customer and will not recommend or use their service any longer.

I completed the reservation and fully paid for the hotel more than a week before the trip. The reservation was for a four-day stay, from August 6 to August 9, 2009, and was non-refundable. I called the hotel from Atlanta Airport (I was traveling from San Diego to Virginia) on August 6 to confirm if my request for early check-in would be accommodated. I was told by the person on the reservation desk that there was no reservation in my name. He said that I should call Expedia to find out what happened. I called Expedia, still from Atlanta Airport, and spoke with a CSR who said that she would check with the hotel. She put me on hold and spoke with the hotel. Later, she told me that everything was ok and that my room should be ready before I arrived in Virginia. By this time, I was about to board the flight to Virginia, and therefore could not call the hotel to confirm.

I arrived at the hotel about three hours later, and to my disappointment, there was no room reserved under my name. They said that I should call Expedia again to find out what the problem is. I called Expedia and was told that they had already sent a fax to the hotel. The hotel agreed that they had already received three faxes from Expedia, but that the reservations are not done by fax, and that this particular one should be done through the proper channel. The lady at the hotel's reservation desk spoke with Expedia's CSR and told her to make another reservation, but the CSR did not do this because, I think, of the increase in price. I was given the phone again, and the CSR said that I should allow her to make a new reservation for me at another hotel, or that my money would be refunded. By this time, I was dead tired, because I had traveled throughout the night. I was then not ready to move to another hotel. Therefore, I told her that she should try everything to get me into the hotel.

Anyway, I asked her to refund my money and that Expedia should be ready to pay for the difference incurred; this knowing that I would have lost my money if I had tried to change my travel date. About two weeks after I came back, I check to find out if my credit card has been credited. Alas, this was not the case. I sent a message (from Expedia's web site), on August 17, to Customer Service telling them about my experience and that my account had not been credited. I received the automated response to the message telling me that I should receive a response within 24 hours. I am still waiting for that response. About a week later, I called customer service, and the person that I spoke with told me that Expedia couldn't refund my money, not to talk about paying for the difference. It took me more than fifteen minutes before I was able to convince him why my money should be refunded. I asked that he allow me to speak to a supervisor, but he kept me on hold for more than twenty minutes until I decided to drop the call. On September 4, I sent a letter to Expedia's corporate office and Customer Service Department. I am also still waiting for the response to the letter. It is now September 20, more than six weeks after the trip, and my credit card has not been credited for the $186.00 charge, not to talk about the difference in cost incurred.

after booking World Quest Resort in Orlando FL for stay from 9/12 - 916: first our room (booked through a expedia.com package) was incorrect, there was no pull out bed as booked in the living room -- we changed rooms (only later to find out that all they needed to do was to roll in a folding cot). . . we are a husband and wife, my husbands parents and our 2 toddler children were joining us for our stay in this 3 bedroom, 2 bathroom suites.

we all left for dinner and on our return -- our rooms was infested with cockaroaches! many, many roaches, all over the floor, walls, even the beds the kids were to sleep in. we called the front desk, they sent a maintenance man armmed with a very large container of bug spray, which he could not use because of the children. they offered us a new room except in a different building, when we inspected this new room, we found the cabinet trim along the bottom floor was broken and splintered, with two toddlers this was not a good thing. after returning to our original room and finding more roaches roaming, we decided it best we leave.

I called expedia.com to see what they can and will do for me, i spoke with Customer rep who informed me that it was after hours and that the best idea was to check out of this hotel and check into another then call in the morning, as it was too late to do anything about rebooking. well we did just that. at 11:30 p.m. with two kids in tow and $250.00 worth of groceries purchased that afternoon at the local walmart, we drove around the disney area to find a new hotel to accommodate our family and food. . . after in and out of 4 hotels, we arrived at the homewood suites by hilton in lake buena vista. they had a 2 bedroom suites that that a 1/2 kitchen with a full size refrigerator. we booked it!! this new booking was more costly than the World Quest Resort was, but at this point, we really had no choice. we settled the kids in and got them sleeping, as well as all of us. .

in the morning around 8:30 a.m. i called expedia.com only to find out that they had already issued a refund for the WQ Resort of 467.00 the new hotel cost was 895 for the 4 nights. they would NOT book us a new accommodation as we 'had already done so' and 'they had already issued a refund for the hotel portion of our trip'! i spoke with them until i was blue in the face! i was willing to move out of homewood suites, and into a new expedia booking, they again said too late for this option, once they issue a refund they can not do anything else. i had emailed requests to expedia for a refund of the difference between their 467 credit and the 895 it cost for hotel stay. this incident had ruined our entire vacation, as being laid off a month before our trip we were already on a tight budget. we had to skip our planned visit to sea world, which disappointed the kids. . . i will continue to contact expedia in hope of reaching the right person who can offer some financial reimbursement. . . but two things,

one: avoid booking with expedia.com -- they do not stand behind their suggested hotels that pop up on their website and do not accommodate their customers in good faith. . . two: and by all means -- avoid a booking at the World Quest Resort, in Orlando Florida!! it's a condo kind of rental arrangement with a seris of buildings. . . it was a horror!! from check in to check out, not only the obvious roach problems, but on check in there was not a luggage cart of shopping cart to be found, we made 10 trips to and from our car. the TV remote did not work in the living room. the ice maker in the fridge did not work. there was only COLD water in one of the showers; the floor appeared not be have been vaccumed too well, as there was metal clips on the floor in the bedroom we had assigned to the kids. (ages 2 and 3). PLEASE AVOID BOOKING AT THE WORLD QUEST RESORT

I booked a flight and hotel from Expedia for August 9-14, 2009. The problems began at arrival of the airport. We were taken to our hotel, Holiday Inn Sunspree Resort, Kingston, Jamaica. At first we were told by phone by the hotel that we would be able to check in early. Not until 4:30PM was I able to once again reach the front of the line to be told the room was still not ready. We had been at the hotel since 1PM. Once we finally received a room it was not an ocean view as explained on Expedia. It was a run down room overlooking a very noisy pool. The door facing the pool did not close all of the way, and there was simply a latch there that was not holding the door shut or keeping the bugs and noise out. I immediately contacted Expedia. They offered to move us to another room that would be less noisy for us. I told the representative that this entire hotel and experience was completely unacceptable. At that time I had been on the phone for nearly 20 minutes trying to get more information and I was told to contact the Expedia Representative at the hotel.

After finding the travel agent, she informed me that she could not call the Expedia number because it was an International Call. I made the call and was kept on hold for over 60 minutes with an on and off conversation with a completely incompetent representative who insisted we had not checked out of the hotel so therefore she could not move us to another hotel. After finally convincing her that we had in fact checked out with the Manager over an hour ago, she finally agreed to set us up at another hotel for an additional $65.00 for the week. Meanwhile I am being charged $1.69 per minute for these calls. After being transported for another $80 in transportation and an hour's time, we arrived at the second hotel. This was a much nicer place, but since it was Expedia's mistake, I feel they should have taken a hit on the upgrade or switching hotel charged. Also there was an additional 20 minute conversation with Expedia after our arrival, they had still not faxed the necessary paperwork, so I had to wait again on hold. All together this little fiasco cost me about $169 in phone charges and the additional $65 for the week. I have sent numerous requests to the representatives and I was only offered either a $50 or $100 voucher towards my next trip with them. This would be the first and last.

I recently purchased a hotel room from 07/30/09 at the Days Inn in Alsip Illinios and the price was 271.00. When I checked out I got the bill from the hotel for 207.04. I called Expedia customer service to see when I would see the difference credited back to my credit card and they said the I wasnt getting the money back for the difference because that week the hotel was giving discounted rates and they booked us for the normal rate. They tried to offer me a $100 coupon for the next time I use Expedia but I refused to accept it because #1 I'll never book on Expedia again and #2 I want my cash back because Im not going on vacation for a long time. Please help me get my monies back.

When booking my trip with Expedia I made several calls before hand to find out the details and stipulations of the arrangements. I eventually booked online and the next day found a promotional offer for 2 free show tickets to Mystere at the Treasure Island hotel in Las Vegas, NV. I called into customer service and asked if I can use this in conjunction with and retroactively with my already made purchase. After a few minutes on hold I was told yes to which I asked for an email confirmation and the rep responded by stating that there's no need and don't worry everything will be fine just pick it up at the will call booth.

I called again after that to confirm once more, everything was still good so I called the hotel and they told me the same thing, just come to the booth and you'll have your tickets. In addition, I called once more to the hotel and asked and once again they confirmed that the tickets were waiting for me.

Once I got to the hotel and waited for about 45 minutes on the ticket line I encountered problems. Initially the advisor told me everything looked good I just have to make one call to the front desk to sign off on it. However, as I asked him multiple times and explained to them the situation he reassured me that all will be well and ultimately wasn't. The front desk stated that they had to get in contact with Expedia and we were on hold for about 10-15 minutes and finally I was rejected. The advisor at the hotel even told me exactly where my seats were supposed to be (Row KK) and said that he saw everything in the computer, however I never received my tickets.

The next 5 hours was littered with me calling both sides and each side treating me rather unfavorably and discourteously to which point I could take no longer of getting the run around and the lack of compassion so I raised my tone and got rather lucid on the phone about my displeasure. The rep did little more than say that there's nothing she can do but that is a lie as later on in the conversation a "solution" was brought to me that I promptly rejected because of the ludicrous style in which it was proposed and the nature of the future credit towards another Expedia purchase.

However to take advantage of the purchase I once again ran the risk of dealing with this disturbing level of "customer service" if I had again run into any issues with a vacation package after having this horrible experience this time around. In addition, to take advantage of this "solution" I would have to spend a lot more out of pocket to get that minimal credit towards a future package, which once again would mean that I would get the shaft.

Throughout the calls that I had made I was repeatedly told that I could go and buy the tickets for full retail price, as if permission was needed for me to go and buy the tickets. The tickets were not the topic of debate any longer it was the customer service experience that drained me and caused me to lose the first day of my (W-Sunday) 5 day vacation.

Once again, I was the one that felt the burn and burden of this horrible experience as Expedia and the hotel already had my money and I was left on the proverbial outside looking in.

In February, 2009, I booked a trip for my wife, her sister and her mother to Newfoundland, Canada. The trip package consisted of airline tickets, hotel and rental car.

At the top of the Rules and restrictions section, it states "You may cancel your hotel without affecting your other travel items(s)." However, when I called to change the hotel reservations to another hotel in a different city, I was told that "I could cancel the hotel but the cost of the hotel ($740.97) was not refundable." When I replied that it didn't make any sense to be able to cancel a hotel if I couldn't get my money back, they told me about the fine print at the END of the Rules and restrictions section (which was "collapsed for normal viewing") which stated that the hotel was not refundable.

This is a very unethical business practice. You should not state one policy at the top of the itinerary and then have a contradictory clause hidden at the bottom. Especially since they now have TV commercials in the Boston, MA, area that proclaim, among other things, that one can cancel the hotel section of a reservation without penalty.

On June 18, 2009 I googled hotels near the airport in Denver and the first hotel that came up listed an 800 phone number which I called and it turned out to be Expedia, which is fine. The agent I spoke to informed me that the nearest hotel available for 6/29/09 with a park and ride package for $100.00 or less was Hotel 3737 on Quebec, approximately 14 miles from the airport. I assumed that I had booked at a busy time, and believed the agent. I was informed that it was a 3.5 star hotel with a pool and long-term parking with an airport shuttle, which I believed to true for the price of $100.00. I booked and paid for the hotel at that time.

On 6/29/09, I traveled to that destination from my residence in Carbondale Colorado, only to find an extremely run down facility with dirty bedding, rooms, hallways and outside premises. The pool was under construction of some sort because the paint was peeling and I did see a cockroach in front of the elevator as I made my departure.

I immediately called Expedia and informed them of the condition of the hotel and to find a nicer hotel, they called the manager while I was on hold to request a refund and returned to the line to inform me that the manager was only willing to move me to a cleaner room. I tried repeatedly to book another hotel with Expedia which had parking and airport shuttle service and they recommened a number of places near the downtown Denver area, despite my request for an Airport hotel. I drove towards the airport, turned off on Tower Rd and pulled into the one of the first hotels I saw which was the Courtyard Marriot, it was getting late and I had my 7 year old son with me. I just want my money back from the filthy hotel.

We booked Washingtion Holiday Inn-Georgetown for july 3 to 5 to be in capital for July celebrations. I made the booking through Expedia on June 6, 2009. When we arrived at Holiday Inn after a long flight it was informed that no bookings have been made. On informing Expedia from the hotel they sent the hotel booking form to Hoiliday Inn who informed that they have no rooms since it was July 4th. After several hours of phone calls Expedia another hotel Washington Marriott and charged me extra money and as favor to compensate the misery offered four movie passes. We took a cab and spent another $ 30 and went to Marriott. The front desk at Marriott informed that there is no provision of movie passes on Expedia bookings. I lodged a formal complaint at Expedia website wich has not been addressed so far after a lapse of 3 days. Users of Expedia and other websites be aware of such incidents happening..

I booked two rooms in Holiday Inn Olaya, Riyadh, Saudi Arabia for a business trip from June 26-July 1, 2009, via expedia.com.

I agreed to pay U$.1,853.30 (nett, including breakfast) and expedia.com charged my credit card for that.

When I arrived at the hotel almost midnight, I was surprised that the hotel refused to honor my agreed rate with expedia but promised me to check again.

My complaint to expedia.com was responded by asking me to call their US number. I refused.

When I checked out, the hotel said they never got any payment from expedia so they charged me. The manager said that I was not the first case and showed me the document from previous cases.

To help solving the cases, the hotel issues a letter confirming that no payment has ever been paid by expedia and usually the money will be credited back in one or two days.

My complaint to expedia was, again, answered by requesting me to call to their US number. I did make the call only to be redirected to the hotel after 16 minutes in waiting.

Now, I'm worried that expedia won't return my money back. U$.1,853.30 was credited from my credit card by expedia, never paid to the hotel and I want it back.

expedia stated that the room rate to two nights was 213.00 but i got a receipt for 155.00. it seems to me that 58.00 is excessive for a two night hotel stay. it will be my last expedia experiencs.

Made and paid (1) nght stay with Expedia to stay at the Clarion Burlingame. I was charged a discount rate of $63 by Expedia and $84.50 by Clarion. When I tried to get refund for $84.50 Expedia tells me they are waiting for someone at Clarion who has authority to resolve. I spoke with a Supervisor explaining that Clarion was not suppose to charge me since I already paid Expedia. He said he would call me back. (2) days later I called Expedia asking for help to resolve my problem and that I was waiting for a call back from a supervisor. I was informed that I only talked to an agent and that nothing was being done because I had to be on the phone with Expedia to talk to Clarion.

I called Expedia and inquired into a pet friendly hotel in Orange Beach, Alabama. They suggested the Perdido Beach Resort for $250.00 per night,for a Deluxe room that included breakfast. I drove 4 hours to the resort and the first thing I was told as I pulled into the valet was that pets were not allowed. I called Expedia immediately upon arrival. They told me they were sorry for the misinformation and gave me the option of cancelling the hotel or $100 credit toward future Expedia travel. I told them that both options were unacceptable. I also told Expedia that breakfast was not included with the room as they had represented. I further informed them that they had made fraudulant misrepresentations and that I would be filing a complaint and taking all appropriate actions against them. I had to find boarding for the dog and the trip has many restrictions surrounding the dog's boarding. And to top it all off, I found out that the room rate would have been considerably less if I had dealt directly with the hotel.

I booked a room in a hotel in Lincoln, NE. Expedia guaranteed the best price. My wife commented later that Expedia had already billed our credit card, just days after making the reservation and several weeks before we were to take the trip. Upon arriving we checked in and stayed at a less than advertised hotel but that was not the biggest problem. When I checked out the next day the bill from the hotel was several dollars less than Expedia charges. In other words I could have purchased the room cheaper by going directly through the hotel. Contacting customer service is a joke. They say the same thing over and over and never listen to the problem. I would never recommend this company to anyone for any reason. Use someone else, anyone else to purchase a room or travel items.

I believe Expedia is guilty of deceptive trade practices & false advertising. In simple terms, my experience was similar to the May 7 complaint on this wwebsite. cancelled a 2 night reservation at front desk of hotel BEFORE the check-in time of reservation. Front desk clerk at Hotel Antin- Trinite in Paris told me to phone Expedia for refund. expedia website indicates I had 60 days to request the refund.

I phoned Expedia within 48 hours of the cancellation. Amanda hung up on me before confirming refund. I emailed my reqquest from expedia website. Received automated response with Case ID# but 3 days later, still no sign of a refund. Phoned and asked for Supervisor. Ms. s said "no refund" despite my documented facts and policy statements on expedia.com website

$307.58 lost unless/untiul I collect in a court of law, which I do intend to pursue through Small Claims court since Expedia does business in my home state of Nevada. I will also gladly participate in any class action lawsuits being filed against Expedia.

I am a new user

In October 2008 Expedia had a special offer of $175 per night for a stay at the Tuscany in Providencialis, Turks and Caicos Islands, BWI. I booked the special rate through Expedia and received a confirmation number. I talked to the Tuscany about preparations for the week long stay of April 2 through April 9, 2009, including what transportation to take, groceries for the room, spa treatment, etc. All was well until a week before our departure, at which time I made arrangements with the Tuscany directly for the services mentioned above, and was asked for my reservation confirmation number, which I provided, given to me by Expedia. Representatives of the Tuscany (Terria, Manager and Edward, Asst Manager, both most pleasant and helpful) informed me that the reservation number was not in their system and further, they could not honor the rate of $175 per night, but would offer me the rate of $500 per night.

At that point, I agreed to the higher rate because all arrangements had been made for travel, special services, etc....and it was a special occasion, a surprise 40th Anniversary celebration for my wife. With only days left before departure, I contacted Expedia and was told that the reservation was accepted by the Tuscany as confirmed in their system. I contacted the Tuscany and explained what I was told by Expedia. They spoke with Expedia at that point and told Expedia the reservation was not in their system. Expedia then told me I had reservations at another resort....the Sibonne....or Le Deck as it is sometimes referred to. Expedia at first said that the Tuscany changed its name to the Sibonne, then recanted and said their automated reservatin system must have had a glitch and, although they had sent me confirmation for the Tuscany, and assured me the Tuscany agreed to the reservation, I should instaed go to the Sibonne, a much older, less desireable, and less expensive resort.

With time growing short for departure, I told Expedia that was not acceptable, and that I would deal with the Tuscany directly, that Expedia should clean up its system of offering reservations...and that I did not appreciate the bait and switch method they used to place me in a difficult position with only hours to go before deaprture. Expedia representatives were indifferent, closed minded, and rude during our contact and refused to give a phone number of their executive offices where I might have talked to someone with a more businesslike and customer service oriented manner. With only hours to go before our special surprise trip I was told to write a letter to the executive offices....really a good customer service respose to my dilema caused by their incompetence.

Of course, as expected, Expedia did nothing to correct their mistake, and the Sibonne...or Le Deck....depending on the day, charged us for not keeping the reservation that Expedia gave them. Much like the Expedia, the Sibonne or Le Deck, declined to remove the charge after hearing the details...really not customer friendly folks. Of course, we will request removal of the charges from our credit card company, who really do appreciate our business.

The economic impact to us was payment of $325 more per night for our week, totaling $2275 more than we should have paid if the confirmed reservation through Expedia had been honored. The Bait and Switch tactic used by Expedia and the Sibonne, or Le Deck, also caused a stressful situation for me as I tried to finish the details of our stay at the Tuscany, without letting my wife know of the surprise trip for our 40th Anniversary.

Booked Hotel stay for The Historic Powhatan Resort August 25 through 28th in Williamsburg Va And for Four Points Harrisburg Pa August 28 through 30th which advertised $50 and $25 gas credit cards would be sent. I never received gas cards.

I called in October and was assured they would be sent in 6 to 8 weeks. called in December and again told they would be sent. Called in February (Reference # 48052611) and was told they would speak to Supervisor and would send $50 and $25 coupons for my trouble. Coupons were never sent. Called again March 13 and was told there is no way to send gas cards because promotion is over. They gave me a $100 coupon but this is only usable IF I book another trip with Expedia which I am not very inclined to do. Doing a simple Google search shows that there are MANY people who Expedia also did not receive thr promised gas cards.

I feel I should be given $75 gas cards as advertised as well as comensated for my time on several phone calls in attempts to get this straightened out.

I Made hotel reservations online with expedia.com. Now genarally when you make reservations for any hotel, well most of the ones i been in. You normally dont have to pay up front but that was not the case in my situation. I read all the policy terms and conditions. Now i agreed to the terms but did not think that these sharks would be so eager to get my money without rendering me and my family any services. They debited my account quickly before i could have a change of heart and told me that it was non-refundable, unless it was life threatening.Now i know im not the brighest human being on this universe, but if this doesnt sound like one of the most perfect put together scams. Then what is. Everybody's out there to get something out of you. If we dont stand up and defend consumers. Then these big corporations will continue to prey on the weak and innocent. Help please!!

I made a reservation at a Quality Inn in Pt. Pleasant, NJ, to enjoy the last days of summer at the beach with my daughter. This motel was advertised as being near the beach. It is over a mile away from the beach in an ugly industrial area. I never checked in. The motel owner would not refund my account and EXPEDIA (after fighting with them for the past four months) continues to refuse to refund my money even though I never stayed there and they practiced deceptive advertising.

They took $211 as payment from my American Express card and refuse to refund it, even with the threat of a lawsuit. They have NO ETHICS.

Booked and prepaid for a Comfort Suites hotel in San Clemente Calif (14 nights in Dec 08) based on Expedia web site description. We got there and signed in , then we went to the room. My wife and I found the room completly unacceptable - lumpy bed, no makeup counter, no drawers. I told Expedia the hotel was unacceptable and they said they are not responsible for the hotel descriptions on their web site. Then Expedia charged me one nights stay to get out of the contract.

Expedia then booked us in another hotel in San Clemente (Hampton Inn & Suites) and charged me $135 a night, claiming this was a discounted rate from $152/night. I approved the hotel choice and accepted the rate of $135/night. I learned later from the hotel front desk that the price for the same room walking in the hotel front door was $129 - that is what I paid for an extra night. Expedia promotes the lowest price rates - not true. Buyer be ware when dealing with Expedia.

Out of pocket costs ~$130. Not worth taking legal action but consumers should be awre of my story.

EXPEDIA RIP OFF

Folks I don't normally go off on a subject like this, but my experience with Expedia is a slap in the face. They must view their customers like cattle, just dumb enough to fall for anything. When you book a hotel with Expedia, beware. While any hotel will allow you to cancel your reservation, with varied time clauses from 48 to 72 hours, not Expedia. They charged me $25, 99 for a cancelation that I made, six weeks prior to staying at the hotel. When I questioned them on this, this was Expedia's explanation.

Expedia negotiates special arrangements with our partner hotels to guarantee the lowest prices available. In order to continue offering these great rates, we need to charge a $25 change/cancellation fee. But that fee allows us to bring you the best possible hotel rates in your future travel.

Germaine,

Expedia.com Customer Service Team

Well, I thought I would see what kind of savings that the expert negation team at Expedia had achieved to justify this claim. This is what I found. I compared a booking for December 18th, with the Marriott in Budapest. Going directly through the Marriot web site, my rate was $165.39, or 130.00 Euros. Through Expedia: $164.81 per night

Hmm, now I really feel validated, and assured that the expert negotiation team of Expedia has actually saved me .58 cents! Folks, please get the word out, under no circumstances use Expedia for hotel bookings. We have been a very active customer of Expedia for the past three years. They do not give any customer appreciation points and will jump at the change to gouge you for any nickel or dime they can get away with.

Expedia's response to my .58 cents savings was:

Unfortunately, we are unable to process your request for a refund on the cancellation fee. We regret any inconvenience this may have caused you and would like to assure you that every reservation is important to us.

Meredith,

Expedia.com Customer Service Team

Hmm, what is important to Expedia is squeezing every cent from your wallet!

I was screwed out of $25.99 through Expedia, when I could of gone direct with the hotel and canceled without a charge. I was cancelling a room 6 weeks in advance.

On October 8th, 2008 I called Expedia's customer care by phone to inquire about their Best rate guarantee policy for a hotel reservation in Connecticut, which happened to be $40 higher than a reservation I could've made at the hotel directly. For some reason their representative claimed he was not able to get an online quote at the hotel site, even when he exactly followed my instructions. I offered to send him a screenshot, but he refused. So I told him to attempt booking the same hotel on Orbitz, where he got a quote that was only $5 lower than Expedia's Best rate.

Then, after proving him a proof I could get a less expensive rate for the same room at Orbitz.com he promised a credit for the difference in rate ($5 instead of the $40, but still better than nothing!) and $50 coupon for a future reservation to be sent to me in 24 hours. However, more than 1 month later - nothing happened! I have contacted Expedia several times since, but the only answer I was receiving Again, we could only ask for your patience on this matter, though we know that you have exerted all possible efforts to be patient. We would really appreciate your kind understanding and we look forward to resolving this issue for you soon.

$40 for overpayment, $50 coupon promised by Best rate guarantee policy and a lot of aggravation and wasted time!

My first phone call to Expedia was very pleasant as I booked a hotel for a scheduled trip. Upon finding a much better hotel to stay in I called back and upgraded my reservations at a different resort which also went well considering the check in time and refund policy would be the same should anything change. Unfortunately due to unforseen circumstances I ended up needing to cancel the trip all together so I contacted Expedia.com by phone to make them aware.

Upon speaking with the representitive who would cancel my reservation I was given information that the entire cost of the trip would not be refunded instead I would be sent a $25 coupon for my next reservation should I choose to use Expedia again. Explaining this to the agent he advised me to view my itenerary which ironically at that moment I had been trying to access on line and even had him verify my itenerary number incase I had it wrong. Surprise, it had been deleted.

The agent began refering to ESR hotels and other information that obviously a consumer would not have any knowledge of but he refused to refund the full purchase price. If the company can afford to send a $25 coupon why can I not be refunded the full purchase price. Mind you I'm canceling this trip 3 weeks in advance.

Unsatisfied with the outcome I called back immediately and explained the situation to another agent who stated it would be difficult to determine what the hotel rules were in regards to the refund policy because the itenerary had been deleted. She then placed me on hold for about 35 minuets and another agent answered who had no idea what was going on so I explained to her the situation. She then said she would speak with her supervisor.

After holding for an additional 20 minuets she came back on the line and apologized. She stated that the terms of the hotel state that I would be charged $25 for cancelation. I advised her this is not what I was advised and also refered her to the company's web site which also advises there would be no $25 penalty for hotel cancelations if they are made 72 hours prior to the check in date. She too refered me to my itenerary which had already been deleted by the agent there. When I advised her of this and asked her where she was getting her information she told me that it is in the documentation so I asked her where I could find this documentation since I have no itenerary. I even offered her to send me a copy of it. She began to stumble over her words so I asked to be forwarded to her supervisor whom she placed me on hold to speak with.

After a hole HOUR of holding the same agent came back on the line and advised me her supervisor has ok'd the refund and I should be receiving an email shortly confirming the transaction. I work in customer service and sometimes handle difficult supervisor calls and I am absolutely appauled!!! I really hope that they follow through with what I was told today. I will keep you posted!

I booked onlin through Expedia.com to stay at the Residence Inn by Marriott at the Irvine (Ca) Spectrum. One of the choices offered was Studio-S0Cal Gas and Go, which offered a $25 for each night of visit. I stayed 3 nights. I was refused the card by Marriott, so I took up the matter with Expedia. First they said they had no specials with Marriott. When I pointed it out to them (still on their website), they said I booked too early. It was on the website when I booked - that's how I knew about it. It was $15 more than the regular price. Why would anyone pay more for a room if there were not a bonus? They have offered me $50 credit on their web site towards another booking. That is not what they owe me. They owe me a $75 gas card.

I have been the victim of fraudulent advertising. I have had to spend time online and on the phone trying to make these people accountable.

I booked a hotel room online with Expedia, in order to get a good rate, had to pay in full by credit card. When I arrived at my hotel found out that I had no reservation, even though I had already paid for it. The hotel informed us that we were one of 4 people with (non) reservations through Expedia that week. (one week)

We drove over two hours to our hotel, at a cost of $81, only to be told that we had no reservation. (try finding a hotel at the coast in the last week of summer)

I have been on hold a total of 5 hours as of tonight trying to get a refund on a hotel reservation. Expedia failed to cancel the reservation or even return the email I sent them. Their website says they will respond within 4 hours....3 days later, no response. Hyatt has already agreed not to charge the cancellation fee, but Expedia has decided to offer me $200 instead of the full $435....They are trying to pocket the $235 difference.

I was promised results from 3 different supervisors. So far, two of them never called me back as promised or even called Hyatt corporate. I had to search for the number and call myself. Hyatt's hands are tied because they didn't charge the cancellation fee to Expedia. I am now waiting on a return phone call from another supervisor. They have no accountability at all and have failed to realize that the last 3 days have costed them more in man hours than the $435 refund.

I would sure love to have one of their senior manager's e-mail address or phone number. I have yet to get rude or raise my voice. I have been nothing but cooperative hoping they would follow through. Anyone got suggestions on what to do?? I wonder if a group of people could sue them?

$435 dollar fee from Expedia when Hyatt is not charging them the cancel fee. They have basically stole the $435 from me...

We booked 4 nights at a hotel, non-refundable. The hotel was misrepresented, it looked nothing like the pictures. It was dirty and under renovations. I spent over 54 minutes over 2 days with foreign representatives and received 5 emails that said call the number. Expedia refused to acknowledge their mistake and sent us on a cycle of frustration.

$300 spent for a fleabag hotel, rated 2 1/2 stars, should have been 1/2

I made hotel reservations for three couples through Expedia and requested non-smoking rooms. I received two separate confirmations stating that it had booked non-smoking rooms. When we arrived at the hotel, we were told that we were booked into smoking rooms. I showed my confirmation paper to the hotel and it then showed me that Expedia requested smoking rooms. This particular hotel did not have any other non-smoking rooms available.

After several calls, we found that there were no other rooms available at any other hotels in the area and we were forced to stay in the smoking rooms. Several of us are sensitive to tobacco smoke and woke up the next morning ill. When I complained to Expedia, it declined to accept any responsibility and pushed the balme onto the hotel, even though I had already seen the computer trail that showed that Expedia made the mistake. This is the last time I will use Expedia.

We paid $240 for hotel rooms that made us sick.

Booking a condo (Villas at Ocean Club) in Biloxi - there is no mention of any cleaning fees while making a reservation. The reservation charges were supposed to be $420.00 plus tax. My card was charged $555.00, way more than it should be. When inquiring Expedia says:

Thank you for contacting us about your hotel reservation.

This is highly unethical for Expedia to make the reservation for a set amount and allow the customer to be charged more. They could have charged me anything for cleaning and I would have to pay or loose my $240.00 for cancelling the reservation.

I had a problem with a hotel reservation where I needed to leave one night early on a reservation I made through Expedia.com. When I found out I needed to leave only one night early, I was told by the hotel manager that it was totally ok and they would refund my night when Expedia calls them.

I have now spent nearly three hours on terminal hold over a several days with Expedia. I get nothing but the run around from Expedia customer service. I have told my story to 6 different representatives and sent two e-mails. I was disconnected by expedia three times today after talking to representatives who said they would take care of me and they had to put me on hold for a few minutes. Three different times I was cut off and then had to explain my story all over again only to be told I would be put on hold again.

I believe it is a total scam and I eventually did what they wanted me to and that was to give up on trying to get my refund. I was literally in tears after two hours of being run around in circles this afternoon. I called the hotel manager again today and was told one simple phone call from Expedia to them could clear it all up and they would refund the money, but Expedia just puts me on hold and disconnects me. Their policy does not allow them to call the customer back or take care of the problem by mail or e-mail, so they hold all the cards. You either stay on hold with them forever and keep calling them until you have grey hair or just give up. Their plan is that you just give up!

I will never, ever, ever use Expedia again. I am also going to protest my charge with the credit card company. At this point I am so frustrated and feel beaten down, but I want to point out that Expedia really doesn't have a customer service department.

We booked a trip air/hotel. Two weeks before we left on our trip we were given a free stay at a condo by a friend so we cancelled the last four nights at our hotel. Expedia did the cancellation and said that our refund would show up on our respective credit cards within eight days of the cancellation. We booked on two separate cards from the very beginning via phone. We got back from our trip three weeks after the initial date of our partial hotel stay and still did not have the refund. I called and talked with someone who kept me on hold for 35 minutes, tried to transfer me to his manager and ultimately hung up on me. I called back the next day and talked to another person and had to explain the entire scenario once again.

I was told that she would need to talk to her manager and would call me back within 15 minutes rather than keep me on hold. After 90 minutes I called again and talked to yet another person and had to explain yet again the problem. She said that the refund was given five days after the cancellation was done over the phone and it was all refunded to one card. One card? The entire transaction was split down the middle on TWO CARDS so I asked why it was not refunded the same way. Her answer, Sorry, Ma'am, it's been refunded to one card and the transaction is closed. Anything else I can help you with? Expedia is full of it when they say they can easily refund-we had to call over and over again-then they didn't even refund the money correctly. They don't give a hoot about the customer-I'm never using them again as there are quite a few really good travel places with better deals, 24 hour customer service and people who know what they are doing and who speak English! I haven't had a single friend or family member who has had an absolutely flawless experience with Expedia. Get it right or get out of the business!



I booked a room at the Comfort Suites in Tempe AZ through Expedia.com for 1/12/08. Expedia immediately charged my card and sent me an itinerary with guarantee for late arrival noted. When I arrived (at 10:30 pm on 1/12/08), there was no room and no refund. Luckily, I was able to obtain (and pay for) a room at a nearby Quality Inn and didn't have to sleep in the lobby. After returning home, Expedia was able to verify that I did not receive the room and agreed to refund the room I did not get.

Expedia claims that this is the extent of their guarantee: they will give you a refund if the room is not available. ChoiceHotels and Comfort Inn claim they do not honor the 'guarantee for late arrival' when a room is booked through Expedia. Expedia, Choice Hotels and Comfort Inn should all be willing to honor the 'guarantee for late arrival' and reimburse the cost of the room at Quality Inn, $100.85, not to mention the intangible 'inconvenience' costs.

We booked a trip to Cancun through Expedia, and 5 days prior to our departure we received an e-mail stating that our hotel was no longer available. They could not give us a reason as to why or how this happened. They would not refund the full amount of what we paid, only the hotel portion. We will never use them again, and will tell friends to go with another company.

We have had to dispute the charges with our Visa card so that we can get a full refund. What a nightmare this has been!

I made a hotel reservation in El Paso Texas at the Chase Suites on Dec. 17 2007 for 21st, 22nd, 23rd and 24th of Dec. with Expedia.com. I called my ex-wife to let her know when I would be there so I could coordinate my visiting time with my son. My exwife suggested I stay at her home the 24th that way I would be with my son Christmas morning. I ageed and called Expedia.com to change my reservation. Natually they had already taken the money from my account. I told the customer support person my reason for changing my reservation. She told me the only way I could get a refund would be for me to check out a day early and to call Expedia.com where they would confirm I had not stayed the 24th. I was assigned a case number. After I returned home I called Expedia.com and talked to Marvin, he informed me they would not refund my money.

I am out 70.00 dollars.

I booked a hotel room with Expedia.com. I later learned that I would need to check out early. I called Expedia to change the reservation. They gave two options: 1)cancel my existing reservation and re-book the hotel room at double my original rate; or 2) check out early and request a refund. I had to ask several times whether I would receive a full refund if I checked out early. The manager finally stated that I would receive a full refund unless the hotel charged any fees or penalties for an early check out. I called the hotel and was assured they did not penalize for an early check out. When I returned from my trip, I called Expedia and requested my refund. Expedia, however, will not refund the money. I have found Expedia to be shady and under-handed in its practices. I don't recommend its services to anyone planning a trip.

I am owed $673.94.

I booked two nights at the Vancouver Marriott Airport hotel thru Expedia.ca. My trip was cut short, and I call Marriott to cancel the second night. I was advised by Marriott that they would refund Expedia the other night, upon request from Expedia. I emailed and phoned Expedia to no avail. Expedia now advises that they will not apply for the refund, even though Marriott still advises they will provide it.. Marriott advises that this is a matter between Expedia and myself as Expedia booked the hotel, and they can only refund Expedia. I will never use Expedia again, and I will discourage anyone else from using them.

I paid $220.00 for a hotel room that I did not use.

I booked a hotel room on the site for new york in hotel pennsylvania and paid the sum of 180.80 USD via my matercard.

I checked into the hotel and checked out the next day as per my booking.

On my return I discovered that the hotel has also charged 138.05 USD on my credit card without my permission.

The hotel room was already paid for and the hotel should not have charged me.

I have been calling the customer support for 3 months now and have wriiten to them so many times but without any response.

138.05 USD come sto around 6000 Indian Rupees which is a huge loss for me.

Expedia managed to ruin my first trip to Mexico. My sister and I arrived in Mexico and took a cab to our hotel to find out that the hotel did not have our reservation, which expedia confirmed with us before we left home. Stranded in Mexico with no where to stay we phoned expedia who in turn sent us to a second hotel. We then went to the second hotel to find out that Expedia had never phoned them to book us in either. Thank god they actually had a room that we could rent for the night, that we had to pay for.

The next day we went to a public phone to try to phone expedia again and got hung up on or transfered until we couldnt get through at all. We then went back to the first hotel and used their phone and phone expedia, which we were on the phone with for 65 minutes and a bill of 300US from the hotel. They managed to put us up in a third hotel, this hotel was 45 minutes away from civilization, a time share, and a retirement home(practically). I didnt not picture my first time to Mexico to be this way. When we arrived at this third hotel we were told by the front desk that expedia had not given the ok for us to get all inclusive(even though that is what we originally paid for).

We ended up spending another almost 2000us on expenses. All I can say is thank god my sister had the money because I didnt and I would have been sleeping on the beach. We in the end, I think, managed to get about 1 1/2 days of our vacation for us and the rest trying to figure out where and how we were going to survive. I will never forget this trip and not becuase it was good. Thank you Expedia for making this the worst vacation ever. I will definately make sure that no one I know EVER books with them.

I booked 3 room through Expedia in Baltimore to see a Ravens game with friends. I put all rooms on my mastercard. I recieved "rooms reserved" confirmation emails from Expedia that Thursday for check in the following Saturday. After driving from Philadelphia we arrived at the Ramada to find they were fully booked. I called Expedia and though they apologized they said it was not their fault and that I had two options, let them find me other rooms in the Baltimore area or take a $200 credit from Expedia to be used in the future.

I said that I needed three rooms. So the agent put me on hold and booked rooms then put me on hold again only to come back and say that the booking was not good since she called the hotel and was told they (the second hotel) was fully booked. I was back on hold. After almost two hours the manager at the Ramada, who had pity on me, found me and my group rooms at a Best Western a mile away. I was still on the phone with Expedia and I told the agent ("Cynthia") to forget the whole thing, that I would take the $200.00 credit but to reverse any charges on my Mastercard. She said OK.

When I returned to Philly I found that I had several email confirmatioons for three hotels and on the Expedia site on my account, it showed that I still had a reservation at a hotel in Hanover Maryland. I called Expedia customer support and they told me they had to stand by their "documentation" and charge me for 3 rooms. They say that every thing happened as I said with the exception of cancelling the final room reservations.

I said, let's call "Cynthia" she can clear this up. They put me on hold. When the guy got back on he said, Cynthia is off today. So let's do this tomorrow or when she gets back. The reply was, we have a policy to stick to what our documentation shows and we have to charge you $309.00. I said wait the guy at the Ramada can confirm my story let's call him. I asked to speak to a supervisor. I got Roger. Roger agreed to call the Ramada. The manager at the Ramada confirmed that in fact he had found us rooms at the Best Western and recalled my saying to Cynthia to forget the whole thing. Roger said I have to follow our documentation Mr. Smith.

Then he asked me if I had any other questions. I asked, how do you stay in business?

I booked a reservation in Three Rivers California with Expedia. com. I checked in at the Best Western at 830pm pacific time. At 11pm, I received a phone call from the manager stating that I had 2 reservations. I questioned why I would make 2 reservations. The Manager wanted to assess a $90 cancellation charge. I called expedia to explain the situation. They verified that 2 reservations were made. I only received 1 confirmation from expedia.

The customer service rep from Expedia advised me that its not the company's problem and that no assistance would be offered to me. I was basically charged a fine for having two reservations that I was not aware of. Best Western made no effort to contact me regarding the two reservations made under my name.

I booked a 2-star hotel on Expedia.com in New York City. Whe I got to the hotel we realized that there was no way the hotel could make 2 stars- and it was a place frequented by prostitutes.. We got to the room , there were cigarette burns all over the bedding and just one lightbulb hanging over the bed in the room- that was it... The manager was understanding about my situation-I explained I was pregnant and needed a better arrangement- he said he wouldn't bill us at all.

I immediately called Expedia and explained the situation- and they wanted to charge me for a day there since I didnt give 24 hours notice... I finally got someone to realize it wasn't a 2 star hotel and since the hotel wasn't charging me- why should they? - I would recommend a lot of research before I would trust Expedia again.. It took about an hour on the phone to get my money back...