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Barbara of Paso Robles CA (09/02/08)
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.
Errin of Vancouver WA (08/30/08)
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)
Will of Nacogdoches TX (08/07/08)
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...
Marcia of Memphis TN (07/16/08)
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
Robert of Bellevue WA (07/08/08)
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.
Lynda of San Clemente CA (04/16/08)
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.
Carolyn of Seattle WA (03/10/08)
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!
Mike of Butler PA (02/10/08)
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.
Amber of Lodi CA (01/27/08)
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!
Gary of Phoenix AZ (01/04/08)
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.
Stephanie of Fairfield CA (10/26/07)
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.
Paul of Fall River, Nova Scotia OTHER (10/13/07)
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.
Jatan of Faridabad (10/05/07)
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.
Lesley of North Vancouver OTHER (02/08/06)
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.
William of Philadelphia PA (08/23/05)
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?
George of Coatesville PA (08/13/05)
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.
Rhonda of Chicago IL (07/22/05)
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...
Monica of Herndon VA (3/4/05):
Expedia booked a reservation for my family at a hotel in Wichita, KS. Upon arrival, we found out the hotel had been closed for over a month due to fire! Expedia refused to refund my credit card, saying they had left a message with the hotel property and were waiting for a call back to confirm our story. I don't understand how they expect to get a call back from a hotel that is closed.
A quick look at the hotel's website even confirms that they are closed. We had to find another hotel that evening, which wasn't easy due to a large conference AND a state athletic tournament going on at the same time. We are still waiting for our $200 refund, and they are still "waiting" for someone from the hotel to call them back.
Patrick of Frisco TX (7/22/04):
I booked a hotel reservation on Expedia.com requesting a non-smoking room. When I checked into the hotel 19 days later I was informed that they did not have any non-smoking rooms available. I called Expedia from the Lobby and told them of the problem and asked that the reservation be cancelled and that the charges to my credit card be withdrawn. After some time the Expedia representative told me that they would cancel the reservation and charges but that it would take place the next day because the billing person was not available. I requested an email confirmation which the representative said they would send me the next day.
With that I believed that the issue was taken care of. However, upon return to my home I found that I did not have the promised email. And that my credit card statement had the charges. I called Expedia to correct the problem and now they are telling me that since I did not cancel the reservation 24 hours prior to the check-in date and that Expedia does not guarantee room preferences that they will not remove the charges from my credit card.
Expedia had 18 days to notify me prior to my check-in date to inform me that the room preference could not be honored, thus giving me time to cancel and rebook another hotel. Also since the Expedia representative notified me on the check-in date that they would cancel the charges and notify me by email that they have broke a verbal contract with me.
Aidner of Houston TX (6/30/04):
I was searching for hotel rooms for 2 nights in San Antonio, TX. The reservations would be for two of my company's customers, their wives and kids. I was surfing the Expedia.com site looking for rates when I mistakenly hit the wrong key and got a message that my credit card had been charged. I have immediately canceled that reservation (the time difference between the e-mail that I have got confirming the reservation and the one confirming the cancellation was 5 minutes.)
The total amount charged to my credit card was $513.48 and the refund that I have got was $268.66. It means that those 5 minutes have cost me $244.82. Since was not my Company’s fault, I will have to pay it out of my own pocket. I have sent 3 e-mails to Expedia.com. All three have been answered with standard messages they select from several options according to the subject of your e-mail. Their last e-mail states that they will not refund me those $244.82.
Robin of Greenville NC (4/21/04):
I booked a hotel room at the Hampton Inn in downtown Philadelphia for a conference. My confirmation page from Expedia.com said that the hotel would be guarenteed once they had charged my credit card. My credit card was charged in January. When I arrived at the hotel this evening, I was informed that the hotel was booked and that they had reserved me a room in another hotel. Unfortunately that hotel happened to be 15 miles from my convention.
The original hotel was also selected because it had internet access, the hotel I was moved to does not, so I am paying $10.99 to use the hotel internet at the hotel where I am right now. I called Expedia to cancel the rest of my reservation (I am here until Sunday) and they said that I would still be charged the whole amount. They did offer me a $100 credit off my next expedia booking. Total cost of this fiasco so far, $528.80 for the hotel, $35 in cab fares, and $10.99 for 24 hours of internet use.
I missed 3 meetings with colleagues that I had scheduled at the Hampton Inn. The manager at the Hampton Inn was rude and told me it was my fault that I didn't have a room because I booked with Expedia (why do they use the service then?). I had to pay for my own cab, although I had been told the hotel would take care of it. My productivity will be nonexistant since I have no internet access with which to stay in contact with my office, nor can I arrange to me colleagues at my hotel since I am so far away from the conference.
Deborah of Dana Point CA (4/1/02):
I reserved a hotel through expedia for $75 a night. When I got to the hotel I found out that the hotel's going rate was only $55 a night. I contacted Expedia when I got back via customer service e-mail to ask them to explain why there was a significant difference in the price. They explained that they would only refund my money if i had found a better price through another online travel agent.
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