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Expedia - Hotels

• Air travel • Hotels • Vacation packages --- News • Expedia Ordered to Reimburse Extra Tax Charged to Consumers

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 March 10, 2008

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 February 10, 2008

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 January 27, 2008

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 January 4, 2008

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 October 26, 2007

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