Business Profile

Travel Agency

Expedia.ca

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Complaints

This profile includes complaints for Expedia.ca's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

553 total complaints in the last 3 years.
160 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:05/09/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a three day stay thru Expedia for $444 dollars. Traveled across country and the hot tub in the room had mold on the bottom. I have respiratory issues and couldn't stay in the room. Literally my chest felt like someone was standing on it smh. Expedia refused to refund me after sending 3 pictures of the mold to 4 different people and speaking with 6 agents and 3 supervisors. They told me that since the mold wasn't located in a shower head they wouldn't give me different accommodations and I slept in my rental car which they were well aware of. The managers consistently lied about giving me credits to get a room and they started just dropping my calls. If you have any issues with you trip you cannot in any aspect depend on Expedia.
Business Response
Date: 05/10/2025
May 10, 2025

Better Business Bureau
******, ****** & ******************
Complaint Department

Re: ************************ case # ********

Dear Better Business Bureau,

Thank you for taking the time to contact ************************ regarding an issue from our traveler. We appreciate the Better Business Bureau allowing us to address the comments and queries that have been brought to our attention.

************************ is responding to the consumer complaint from Ms. ***** ***** (BBB case number ********) regarding her booking. Our records indicate that on 06th Jan'24 Ms. ***** made a pay-later hotel reservation at ********* by **************************** for 3 nights starting from 8th May25, itinerary reference **************. We are sorry to learn that upon her arrival at the hotel, Ms. ***** didnt like property and was affected by mold in the rooms hot tub. We understand that she is looking for a refund of the unused nights.

Upon receiving the query from BBB, we investigated the details and found that Ms. ***** contacted out team highlighting the issue and was refunded 100 USD from our end for her disappointment with the property. Our team has also added 140 USD OneKeyCash to her Expedia account as compensation for the first night. Furthermore, our team highlighted the issue with the property,and they confirmed us that they have initiated the refund for the last 2 nights to Ms. ***** account. The funds would take 7 to ****************************** her account. We have also highlighted the feedback to the management to prevent such incident in future.

We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or queries regarding this matter, please feel free to contact us.

Regards,
******* ****
Global Traveler Resolutions Team
Initial Complaint
Date:05/06/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Airport transfer failure. Wrong transfer arriving, non attendance on pickup.
Business Response
Date: 05/07/2025
May 07, 2025

Better Business Bureau
Mid-Western and ************
Complaint Department

RE: Expedia Case # ******** // BBB Case ********

Dear Better Business Bureau,

Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ***************************************************** us time to address the comments and concerns brought to our attention.

Expedia is responding to the consumer complaint from Mr.***** ***** (BBB case number ********) regarding a hotel booking.

Our records indicate that travelers booked a shuttle transfer in ****** with Pickup from airport on March 31 and drop off to the airport on April 09, 2025, under the itinerary number **************. We understand that Mr. ***** is looking for a refund and compensation for the unutilized service.

After a thorough review, we found that the booking is non-refundable if canceled within 24 hours or beyond that timeframe. Despite our best efforts to obtain a waiver for Mr. ***** from our partner, we were unable to secure a favorable outcome.

However, as an exception, we have processed a refund of CAD ***************************************************** 8511. The refund should be reflected in the account within 710 business days. Additionally, as a gesture of goodwill, we have credited ***** Expedia Rewards points worth CAD50 to Mr.****** account.

Terms & Conditions: *********************************************************

We are sorry for the experience and truly hope this situation does not affect Mr. ****** relationship with Expedia. We have also shared a feedback within the team to prevent similar issues in future.

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

Sincerely,
******* *****
Global Traveler Resolutions Team
Initial Complaint
Date:05/06/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing this complaint regarding a travel issue I experienced with Expedia on April 26, 2025, due to technical problems on their website that resulted in an incorrect booking and a financial loss of $351.40.Timeline of Events:April 26, 2025: I booked a vacation package through Expedia (Booking #**************), which included round-trip flights and hotel accommodations for a trip with my child to celebrate their 18th birthday.During the booking process, Expedias website experienced multiple glitches pages failed to load properly, and I encountered repeated pop-up errors. Despite these issues, I proceeded with the purchase.After receiving the confirmation email, I noticed that the return flight had been booked for May 29, 2025, rather than midnight on May 30, 2025, which was the date I intended and had selected during the booking process.I contacted Expedia within an hour of noticing the error and spoke to several agents to explain that the mistake appeared to be due to a system glitch.Every agent informed me that the only option was to cancel and rebook, but that the refund from the original booking could take up to five business ******* a single mother traveling with a limited budget, I could not risk a price increase or being left without confirmed travel. I emphasized this concern during my calls but was told there were no exceptions or expedited solutions ************ avoid further complications, I proceeded to rebook the return flight independently with Expedia assistance (Booking #**************), resulting in an additional out-of-pocket expense of $351.40.I made several attempts to escalate the issue over the next few days but received no resolution or acknowledgment of Expedias website malfunction contributing to the problem.Res Reqt:I am requesting a full reimbursement of the $351.40 I had to pay to correct the return flight which was incurred solely because of sites technical errors during the booking process
Business Response
Date: 05/07/2025
May ******

Better Business Bureau
***** - ******, ****** & ******************
Complaint Department

RE: Expedia Case 11612656

Dear Better Business Bureau,

Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ***************************************************** us time to address the comments and concerns brought to our attention.

Expedia is responding to the consumer complaint from Ms. **** ****** (BBB case number ********) regarding the package booking including hotel and flight booking under itinerary number 73090979942640.

Our records indicate that the booking was made on April 26, 2025, and it was confirmed according to the selections made at the time of booking.

Within 24 hours of the booking, Ms. ****** contacted our frontline team to request an extension of the stay. Upon receiving this request, we informed her that the hotel reservation was made under a non-refundable and non-changeable policy, and therefore, no modifications could be made to the hotel portion of the booking.

Regarding the flight, we advised her to cancel and rebook, as it was still within the courtesy cancellation window. We also provided the applicable change fees for modifying the return date. However,since we did not receive confirmation to proceed, no changes were made, and the original booking remained as it was.

A new booking was later made for the extended dates at her convenience. We regret to inform you that, as a travel agency, we are unable to offer a refund or compensation in this situation.

For future bookings, we strongly recommend reviewing the booking summary carefully prior to confirmation to avoid such issues.

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

Sincerely,
Yash S
Global Travelers Resolutions Team
Customer Answer
Date: 05/07/2025

Complaint: 23292323

Thank you for allowing me to respond to Expedias message.

I respectfully reject their response, as it contains inaccuracies and does not address the real issue I raised in my complaint.

To clarify: I did not request an extension to the hotel stay that was never the concern. My issue was solely with the flight portion of the booking. I contacted Expedia within 24 hours, clearly requesting assistance with adjusting the return flight date only, which I reiterated multiple times during my calls.

Despite contacting your team repeatedly within the allowed timeframe, I encountered a technical glitch that prevented me from making changes online, and none of the agents I spoke to were able to assist me in resolving the issue despite several requests to speak to a manager. I made every reasonable effort to adjust the flight, but due to the lack of support and unresolved system errors, I was left with no choice but to rebook another flight out of pocket.

I believe Expedia failed to provide adequate customer service and technical support during the critical timeframe, which directly led to my additional expense. I am requesting a refund or credit for the unused flight portion of the original booking, or some form of compensation to acknowledge the inconvenience caused by Expedias failure to assist.

Thank you for your continued attention to this matter.
**** ******
Initial Complaint
Date:05/01/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a hotel in ******** (*****************************) for the night of April 27th. I got a confirmation of the stay a few days before. When I arrived to check in, I was informed the booking had been cancelled. It was not possible to tell who cancelled the booking. The hotel front desk told me to go to a nearby hotel that was available. I agreed as I had no other options. I paid 40 euros for this stay. The second hotel was dirty and smelled of smoke. After getting home I inquired with Expedia and was told the first hotel had cancelled the booking. I suspected they did this maliciously in order to funnel people to the second, lower quality hotel. I asked Expedia for compensation for my terrible experience but Expedia refused. I feel that since I booked through Expedia, they bear some responsibility for this incident and for working with a dishonest hotel.
Business Response
Date: 05/04/2025
May 5th, 2025

Better Business Bureau
Mid-Western and *****************;
Complaint Department

RE: Expedia Case # ********

Dear Better Business Bureau,

Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from ***************** (BBB case number ********) regarding refund request of hotel reservation booked with ************* under itinerary 73051299591497.

Considering the points ******* raised I have issued a full refund of ***** EUR in their original form of payment. The money should be credited in their **** Card ending in XXXX-1015 within 5-7 business days. A Coupon for ***** CAD valid until May 31, 2026 was successfully issued as compensation. The terms and conditions of coupons can be found under coupon and credit section under My account page. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Regards,
Kazal Kanak
Global Traveler Resolutions Team
Customer Answer
Date: 05/06/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* Ma
Initial Complaint
Date:05/01/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello, I booked through ********** (Expedia) itinerary number ************** for May 17th layover(CA$147.65) But my fight was canceled by Expedia (Cancelation proof attached ) Because of Expedia's fault, i am not able to travel and want my money back CA$147.65.Just to let you know, Expedia did not provide any alternative trip options and forced me not to travel.
Business Response
Date: 05/02/2025
May 02, 2025

Better Business Bureau
********** ******, *******;
Complaint Department

RE: ********** Case Ref: - SF-10962263

Dear Better Business Bureau,
Thank you for forwarding the consumer rebuttal from Mr. ******* ***** (BBB case number 23235115). We regret to hear Mr. ***** did not accept our response and/or resolution offered.

We have reviewed Mr. ****** case again. According to him, he booked a package that included both a flight and hotel under itinerary **************. Due to a schedule change, the flight was cancelled, and a full refund of CA$2,847.34 was processed on April 5, 2025.Additionally, a refund of $565.80 for the hotel portion was processed by one of our associates on April 18, 2025, to the original form of payment (MasterCard ending in 8626). Please note that refunds typically take 7 to 10 business days from the date of processing to reflect on the account.

It is important to note that itinerary ************** was booked for travel from ******* to ******, with a 4-night hotel stay scheduled from May 13 to May 17, 2025. However, the questioned hotel, **********, located in **********, ************* is approximately ******* km away from the intended destination, confirming it was not part of the original package.

As previously mentioned, a full refund for itinerary ************** has already been processed due to the flight cancellation. Unfortunately, we are unable to issue a refund for itinerary **************,as the hotel has opted to enforce its original cancellation policy. According to the policy: The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.

We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Regards,
******** ******* Shah
Global Traveler Resolutions Team
Initial Complaint
Date:04/29/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Expedia have system issues (technical issues) that caused to be charged for an extra reservation.The date of the transaction is 17th of April 2025 the amount of $700+ I contacted Expedia upon arrival to the hotel and was told that I have multiple reservations, and the hotel want a communication from Expedia to cancel one of the two reservations. Expedia never contact the hotel so I was charged for Expedia mistake.
Business Response
Date: 05/01/2025
May 01, 2025,

Better Business Bureau
******, ****** & ******************
Complaint Department

RE: Expedia reference number: 11316847

Dear Better Business Bureau,

Thank you for taking the time to contact Expedia Group regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

We understand that Mr. **** ***** claimed due to site error 2 rooms were booked while creating the booking. Now, he want to us process the refund for the duplicate booking.

Our records indicate that Mr. **** booked 2 rooms with **************, ************************, ********* ***** MAR. Check-in was scheduled for April 17, 2025, and check-out was scheduled for April 21, 2025.

We would like to inform Mr. **** that the booking was secured under pay-later/hotel collect. In such a reservations, the travel partner can only process any refunds. However, I could determine that 1 room reservation was cancelled on April 14, 2025, which falls within the free cancellation window, as per the booking policy; therefore, no amount was charged as a cancellation fee. We would like to encourage Mr. **** to contact his bank/financial institution for further assistance regarding his claim for any illegitimate/unauthorized charges.

We thank you for allowing us the opportunity to address the issues brought to our attention. Please get in touch with us if you have any further questions or concerns.

Sincerely,
******** ******
Global Traveler Resolutions Team
Initial Complaint
Date:04/23/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We reserved this flight but one of Expedia employees when we were on the phone with them accidentally cancelled the flight ,we were told that we get refund by Expedia person (we reserved another one after )But then united refused to refund because flight was cancelled In short we are paying price for Expedia employee mistake
Business Response
Date: 04/24/2025
24 April 2025

Better Business Bureau
***** - ******, ****** & ******************
Complaint Department

RE: ************************ Case # ********

Dear Better Business Bureau,

Thank you for taking the time to contact ************************ regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

************************ is responding to the consumer complaint from Mr. ***** ********* ******** regarding the flight reservation which was cancelled for ****************

Our records indicate that Mr. ********* had a reservation with us under the itinerary number ************** from 01st-09th of June 2025 We understand Mr. ********* is requesting for a refund for this reservation.

Upon further investigation, we reviewed the reservation details with the airline and confirmed that the booking was cancelled by the airline. A refund request was submitted through the airlines website, resulting in a full refund being processed on January 31, 2025. Additionally, we found no record of any contact made to our frontline team regarding the circumstances that led to the cancellation.

The airline confirmed that the refund has already been processed and advised that it typically takes 714 business days for the refunded amount to be credited to the original form of payment used for the booking.

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

Sincerely,
Sahib S
Global Traveler Resolutions Team
Initial Complaint
Date:04/20/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Disputing the combination of $353.29 CAD plus undisclosed additional charges of $981 USD required by/paid to ******* on my partner's (****** ******') credit card ($1,765.67 CAD total with exchange at time of purchase). The amount of $1,765.67 does not include addtional charges by credit card for foreign currency. The $353.29 CAD pricing advertised on Expedia was misleading and deprived me of the ability to make accurate comparisons with competitiors - 'additional fees' charged by rental company well exceeded the quoted price. Additionally, the invoicing on the original reservation was contradictory (said that it would not be charged, then was charged and noted that only $45 was owing). I tried to resolve the issue with Expedia while in ********** without success. The reservation had a 24 hour cancellation requirement, so we were told we would not get our money back when we were told of the additional charges by *******. One employee from Expedia indicated via email that we had been over charged, then the remaining service agents denied that we were overcharged. Would like a fair resolution with refund, apology, and changes to Expedia's posted prices which reflect the true cost of goods.
Business Response
Date: 04/20/2025
20 April 2025

Better Business Bureau
Expedia - ******, ****** & ******************
Complaint Department

RE: Expedia Case # 10853439

Dear Better Business Bureau,

Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

Expedia is responding to the consumer complaint from Ms. ****** ******** (BBB case number ********) regarding the hotel reservation. We understand Ms. ******** is requesting to refund of the booking.

Our records show that Ms. ******** booked a prepaid car rental from East of the Airport, ***********, with both pickup and drop-off scheduled at the same location, from January 21, 2025, to February 2, 2025, under the itinerary # **************.

Upon reviewing the booking, it was confirmed that no insurance was purchased at the time of reservation, and the insurance charges were applied to Ms. ******** at the time of vehicle pick-up. The details regarding the mandatory insurance and required deposit were clearly outlined and shared with Ms. ******** during the booking process.

For further clarification on these charges, we kindly request Ms. ******** to review the confirmation email received at the time of booking, which contains comprehensive information about the applicable local insurance, deposit requirements, and any additional local taxes or fees collected by the rental company at the counter.

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

Sincerely,
Dhamandeep
Global Traveler Resolutions Team
Customer Answer
Date: 04/26/2025

Complaint: 23227473

I am rejecting this response because:
Per my previous attachments, the amount owing on the expedia invoice was shown as $45. In no way was it indicated anywhere in the booking information that additional fees would amount to 4x the value already paid to expedia.
The discrepancy in advertised versus actual cost is misleading and unreasonable. There have been similar complaints against this business made in ****** and on web forums regarding deliberate misrepresentation of the total cost to the consumer.
Sincerely,

****** ********
Initial Complaint
Date:04/16/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello,On 2024-12-31 i booked Vacation package with Expedia including Flight and hotel Itinerary# **************. (Confirmation uploaded)Total cost Flight and hotel = CAD$3425.05 On April 5th 2025 i received email from Expedia mentioning following message to cancel my trip." We wanted to let you know that Air Canada has cancelled your upcoming flight and at this time has not provided us with alternative(s) for your trip. " (Document uploaded)Expedia issued refund of $2847.34 only (for flights). I am looking for another $577.71 form Expedia . i called them many times but they refused to pay remaining amount.Thank you,*******
Business Response
Date: 04/17/2025
18 April 2025

Better Business Bureau
Expedia.ca - Mid-Western and ************
Complaint Department

RE: Expedia.ca Case # ********

Dear Better Business Bureau,

Thank you for taking the time to contact Expedia.ca regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

Expedia.ca is responding to the consumer complaint from Mr. ******* ***** ******** regarding the refund of the hotel resevation which needs to be cancelled and refunded because of the airline schedule change.

Our records indicate that Mr. ***** had a reservation with us under the itinerary number ************** from 13th to 17th of May 2025. We understand Mr. ***** is requesting for a refund for this reservation.

After a comprehensive review of Mr. ****** case, we reached out to the property to request a waiver for the original booking. Unfortunately, the property declined the request and was unable to authorize a refund due to their stated cancellation and refund policies.

Upon further evaluation, we confirmed that the flight associated with the reservation was impacted by an airline schedule change. We would like to clarify that airline schedule changes are managed solely by the airline and are outside of Expedias control. As a travel agency, we depend on the updates and information provided by the airline, and while we do our best to support our travelers in such situations, any changes or cancellations to flight schedules are ultimately at the discretion of the airline.

Additionally, the hotel reservation was made under a non-refundable and non-changeable rate plan. Despite this, we understand the hassle Mr. ***** experienced, and as a gesture of goodwill, we are issuing a one-time exception and have processed a full refund of CAD $565.80 for the property stay.The refund has been issued to ********************* ending in 8626 and should appear in the account within 710 business days, depending on the banks processing time.

We appreciate Mr. ******* understanding and continued loyalty. Please be advised that this exception is being made on a one-time basis. For future bookings, we strongly recommend reviewing the fare and cancellation policies carefully before confirming travel plans, to ensure they align with flexibility needs..

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

Sincerely,
Sahib S
Global Traveler Resolutions Team
Customer Answer
Date: 04/18/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *****
Initial Complaint
Date:04/14/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Booked 2 rooms through Expedia for April ********. These rooms could be changed/cancelled before 4pm April 9.Expedia itinerary # ************** April 2: no Expedia phone.# on site so used the chat box to request a cancellation for both rooms for the night of April 10th. Reply: must contact Expedia. Also sent same message to hotel April 6: phoned travelodge direct to cancel April 10th. Unable to cancel needed to contact Expedia 4:09 pm called Expedia to cancel April 10th nite, replied the hotel would be emailed and to wait a day or two for confirmation from the hotel. Given reference # ******** Apr 8: no email reply. Messaged Travelodge that Expedia had sent an email to them regarding room cancellation. No reply Apr 9: used chat box to cancel the 3 nights on both rooms. Chat box asked if I wanted to cancel both rooms I replied yes. No further comment given so tried again same result so thought that must be it and the booking was now cancelled. This was well before the 4pm deadline. Later, thought Id better check again, still not cancelled. Called Expedia (4:56pm) said theyd call the hotel, no answer, will email. I tried phoning the hotel4Xs no one answered plus emailed twice. No response now 10:53pm Apr 10 am finally reached Travelodge myself explained sitn and asked them to cancel all the rooms for all the nights. Same done. $0 owing Message from Expedia- unable to contact hotel will need to pay for all the rooms. Messaged back telling them ********** cancelled same and said nothing owing. Another message from Expedia saying ********** says I will need to pay late fees of $111.17 for each room. I phone Travelodge back and was assured that I owe nothing for either room Expedia messaged for my phone number and the best time to call. I replied with my number and Monday.Expedia is insisting I owe these late charges. I tried multiple times before 4pm April 9th to change and cancel these rooms. I dont believe I should have to pay anything. I have screenshots.
Business Response
Date: 04/18/2025
April 18, 2025

Better Business Bureau
Mid-Western and ************
Complaint Department

RE: Expedia Case # SF- 10615818

Dear Better Business Bureau,

Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

Expedia is responding to the consumer complaint from Ms. ******** **** (BBB case number ********) regarding the hotel reservation.

We understand Ms. **** is seeking refund of the cancellation penalty charged for the Travelodge by ******* ****** hotel reservation booked under itinerary 73007551767441.
Upon receiving this request,we contacted Travelodge by ******* ****** on behalf of Ms. **** for the refund and got the information that the hotel cancelled the reservation without any charges.

In case Ms. **** still see the cancellation penalty charged to her account, we request her to share a screenshot of the charge. This will help us reach out to the hotel for further clarification.

Considering the experience, we have added ***** reward points to your Expedia.ca account, which can be used in the future while booking with us. Further terms and conditions can be found within the account or by referring to the following link:
*********************************************************

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

Regards,
**** ***
Global Traveler Resolutions Team
Expedia.ca
Customer Answer
Date: 04/21/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******** ****

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Expedia Canada Corp

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