ComplaintsforExpedia.ca

• Initial Complaint

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked 2 airline tickets back in March with Expedia from YVR to BNE, which is scheduled to fly in September. During that period, we knew we would have our child but Expedia and Air Canada both told us just to call up about adding the infant to the flight once we had the travel details (passport, etc).I finally got all the information together and wanted to add the infant to the flight, and expedia during that simply process cancelled both tickets which I have just spent 7 hours on the phone fixing and getting our seats back (we paid extra to get the bassinet located seats to help make the flight easier). Now after that process, Expedia has charged us and the airline has charged us independently, which I have also called up to fix and now they've placed a hold on my credit card for 2 weeks and not issued a refund. I haven't been compensated at all for this insane series of events which has several recordings of their agents saying it is not user fault at all.I don't believe air ********************** is at fault either, because I spoke with their agents and their system had the right notes in it, and one of the charges I recieved prior to the tickets being cancelled was from Air China, which Expedia says is a 'hold' however I have not seen any information about the hold, nor do I know why air china would have charged me instead of air canada. All of their agents keep saying different stories about what the error actually occurred.

  Business response

  08/28/2024

  28 August 2024
  
  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 Ms. ********************* *********************** (BBB case number ********) regarding a flight reservation.
  
  Our records indicate ************** booked a roundtrip flight reservation with Air Canada. We understand ************ is inquiring about the charges that he got charged while adding the infant to his reservation.
  
  We understand the hassle this may have caused **************. According to our records, ************** contacted our support team to add an infant to his booking. Our team provided the price of CAD ****** for the addition. However, the ticket for the infant was never issued, and the charges were subsequently canceled. These charges should be dropped off within 72 hours as per traveler bank policy.
  
  Additionally, we reached out to Air Canada regarding the flight cancellation and discovered that their system mistakenly treated the addition of the infant as a name change, leading to the cancellation of the travelers flight. However, after explaining the situation to them, they reinstated the original flight and seats for the traveler at no extra charge.
  
  After reinstating the booking, we charged the traveler CAD ****** for the infant ticket. Our team collected the amount and issued the ticket for the infant. Additionally, as promised, we covered the difference in the infant ticket cost for ************** and processed a refund of CAD ***** to his **** card ending in 1016. This amount should now be reflected in Mr. ****** account.
  
  Considering the trouble ************** has faced, we have added ***** reward points worth ****** CAD to his Expedia account. Further terms & conditions for the rewards nights can be found in his Expedia account.
  
  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

  08/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In Jun I purchased 3 airline tickets from Expedia with ************* from ******** to Canada for Sept 3. I cancelled these tickets and was assured by an Expedia *** online chat that I could rebook online using these credits. On Aug 3 I tried to book online using my credits with no luck. I had online chat with Expedia who advised me that I had to go through SATA to book. I called SATA who advised me that they do not own the tickets and Expedia had to enter a remark on my file allowing SATA to book my flights. While on call with SATA I began online chat with Expedia. I advised them what SATA required. Expedia refused stating that they could help me directly. I ended call with SATA and continued online chat with Expedia. After several hours and several chats with several agents I finally was getting a flight booked by Expedia ***. I agreed with all terms including the date available the penalty and the cost difference in ticket. They advised me they were having an error and could not book my flight. I was stuck in ******** in urgent need to get back home to Canada with Expedia not willing to help. I had to get home. I booked with a different airline. Since being back home in Canada I have contacted Expedia multiple times and spoke with multiple ***s. ** last interaction with Expedia was on Aug 7. I spoke with Expedia supervisor ***** who gave me a case number ********. I was on the call with him for 2.5 hours while he worked on my refund. He advised me that he would need to contact SATA to confirm I had used credits. He returned to the call to advise me that SATA did confirm the unused credits but will not issue a refund. I advised him that I would like to hear the call between Expedia and SATA as that was not the information given to me by the airline. I then connected SATA on the call with Expedia. **** informed us that they were happy to book the flight using the credits on Aug 3 if Expedia had allowed them to. Expedia's response was that I could write a complaint.

  Business response

  08/28/2024

  August 28, 2024
   
  Better Business Bureau 
  Expedia.ca - Mid-Western and ************
  Complaint Department
   
  RE:  SF-Case -  BBB (Better Business Bureau) 03335097
   
  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 flight refund.
  
  Upon investigation, we found that ******************** booked a flight from ************* to *******, departing on 03 Sep 2024 with *******************Azores Airlines S.A. After canceling the ticket, she received a credit from the airline. She has a credit of CA $1,118.30 per passenger, which is valid until June 28, 2025. When ******************** tried to make a booking using her credit from ****** to *******, our agent informed her that the credit can only be used for the same origin and destination, and there would be a change fee of CA $293 per passenger. According to the airline's policy, the ticket is non-refundable, and she can only use the credit.

  
  We would like to remind ******************** that the credit can be used with the same airline for the same origin and destination. The credits cannot be merged and can only be used by the original ticket holder.
  You may contact our frontline team at ************** to make the booking using your airline credit.

  
  We understand this situation may be frustrating, but as intermediaries, we are bound by the airline's policies. Regrettably, we are unable to accommodate your refund request. We apologize that we cannot proceed further, and our position remains unchanged.
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any questions or concerns regarding this matter, please feel free to contact us and write us to same email chain.
  
   
  Regards,
  ******** ***********************
  Global Traveler Resolutions Team

  Customer response

  08/29/2024

   
  Complaint: 22122335
  
  I am rejecting this response because:

  Expedia is taking advantage of their loyal and hard working consumers such as myself.

  The credit is for $1,118.30 x 3 totaling $3,354.90.  I purchased three tickets, one for myself, ***************************, one for my son, ************************* and one for my husband, ***********************, which Expedia refused to book for us using our credits. I have screen shots of chats and I am confident that Expedia will have no issue providing a transcript of all our chats.  Expedia was the only party who had authority and the capacity to book our flights using our credits and they refused to do so.  The reason they provided me as to why they weren't able to finalize our flights was due to technical issues.  I feel taken advantage of and have not received a single pleasant interaction.  I spoke with several representatives including supervisors and I was belittled and misled while wasting hours upon hours on hold.  They have also done nothing but place blame on the airline which we established that the airline was ready to book our flights using our credits however, Expedia would not provide them with authority to do so.  ************* required Expedia to simply add a note on my account allowing Sata to book my flights using the credits and Expedia refused.

  Expedia was the only party capable of booking our flights and they refused and have since placed blame on me and the airline.

  This is highly inappropriate on Expedia's part.  We were ready, ****** and able to use our credits and pay any additional costs and suddenly Expedia told me to try again the next day.  I could not try again the next day, we had an emergency back home and had to return immediately. I was left with no other option but to purchase three additional flights.  

  What Expedia is offering is unreasonable.  The credit is to be used by Sata which only travels to and from *********  I have zero intention on travelling to ******** in the next year.  Also, Expedia is no longer trust worthy and I refuse to be a customer.  ******************** is the reason our credits were not used yet they are refusing to provide me with a refund and blame the airline.  How can I be guaranteed that this wont happen again if I try to use the credits?  Every interaction I have had with Expedia since returning home to Canada has been deflating.  Something as simple as getting an email address from an Expedia representative including Supervisor, Meffe, has been exhausting.  Every email address that has been provided to me has bounced back. I have been provided email addresses that are for Expedia employees only, and have been provided with email addresses that are no longer in use, etc.  

   
  Sincerely,
  ***************************

• Initial Complaint

  08/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  February 23, 2024 Cost of Reservations $******** Expedia ************, *****, ****** Purpose of trip to *****, ****** - birthday celebration When planning the trip, I was to book two rooms. When speaking to an Expedia agent at ************, I was advised to book online which would be cheaper. I followed the suggestion and proceeded to make reservations online. Once, I realized, I was not quoted the correct information, about the true features of the hotel. I began to cancel immediately, Afterwards, I booked a new reservation at ****************** which was stated as an upgrade. It was my understanding that I would be able to cancel, then rebook at ******************. I was charged for both hotels ******. for one and ******** for the other, and I could not receive a refund from ************. They were nonrefundable, but I had cancelled to book the second booking. At first, I had to speak directly with the Hotel manager. They insisted I had to speak with an agent from Expedia. Still without a refund.I have paid ******.00 for Hotel ****** and, currently paying ******* for no reservation or anything.Communicating with Expedia, I still had a ******* charge, they booked a new reservation. I was charged around *******. They removed the charge and cancelled the booking. They said I no longer had a booking. I became ill after my first trip and could not return for a second trip within two weeks. I have made both reservations through Expedia. I have acted in good faith in trusting Expedia. I hope they will provide a resolution so it will not be a financial burden to continue to pay ******** and receive nothing at all.I had paid for insurance, breakfasts,etc. for both reservations.I am a senior citizen and on a limited income. I was not computer savvy when trying to make accommodations. for this memorable trip. I would like your consideration and assistance.

  Business response

  08/28/2024

  August 28, 2024
   
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
   
  Re: Expedia.com case # ********
   
  Dear Better Business Bureau,
   
  Thank you for taking the time to contact Expedia.com regarding an issue from our traveler. We appreciate the Better Business Bureau allowing us to address the comments and concerns that have been brought to our attention. 
   
  Expedia.com is responding to the consumer complaint from Ms. *************************** (BBB case number ********) regarding her hotel booking. Our records indicate that on 23rd Feb'24 ****************** made a non-refundable hotel booking in ****************** for 7-night stay starting from 23rd July24, itinerary reference **************. ****************** contacted us multiple times to change or cancel the booking, and was explained that this depends on the hotel's approval as the booking was non-refundable and non-changeable.
  
  She filled a chargeback and got the booking canceled in hope of getting a full refund. The result was not in her favor and she lost both booking and its value. She again contacted us through different source and we contacted the property for an exception. The property allowed a credit for ******************, as one time exception, that they can use within 1 year (before 23 July 2025). She agreed to it and made a new booking directly with the property for stay from ***** August 2024. The details of the booking were shared by the property directly with ******************. She later contacted us again to get the new booking canceled for a refund and was advised to connect with the property directly for any assistance as it was made directly with them and we didnt had any access of it.
  
  Based on the findings, ****************** were provided credits which she redeemed already, hence a refund on this booking is not viable.
  
  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
  
  

  Customer response

  09/02/2024

   
  Complaint: 22117728
  
  I am rejecting this response because:  see attached letter
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On March 3 2024 I booked a flight for 2 people from ****** to ********* for December 2, 2024 with WestJet through Expedia.ca. I had to change our plans and, before cancelling the flights, I read the cancellation information on Expedia.ca which stated that I would receive a travel credit on WestJet which must be used by March 3, 2025. Now I am trying to use the credit for the two tickets but Expedia will only allow me to use the credit for flights out of ********* (no other country). I live in Canada - this 'rule' did not show when I was cancelling the two tickets. I have spent hours on the phone with both WestJet and Expedia. WestJet cannot see my credit for these two tickets on their end and tells me only Expedia can help me. ******* tells me that if I have a credit for WestJet flights I can use the credit for their flights anywhere. Expedia insists that I have to call WestJet but WestJet cannot see these credits on their end because I booked with a third party and ******* tells me Expedia holds my money. WestJet cannot see the Expedia credits to help me. Expedia refuses to allow me to use the WestJet credits for anything other than a flight out of ********* even though I live in Canada and ********* is halfway around the world. I feel that Expedia has stolen my money from me - each ticket is $925.10 (Cdn) and this is a substantial amount of money. I am retired and cannot afford to lose this. Expedia has changed the 'rules' now that they hold my money

  Business response

  08/26/2024

  
  August 25,2024 
  
  Better Business Bureau
  ****************************
  Complaint Department
  
  RE: Expedia Case 03320292
  
  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 Future Travel Credits she has on WestJet under itinerary number 72773613778045.
  
  We are sorry to hear about the difficulties she encountered while trying to resolve her concern with our frontline team. Since the future travel credits are issued on the airlines tickets, we reached out to the airline to gather the necessary information. According to the airline, the travel credits associated with this itinerary are valid until January 1, 2024. These credits can be applied to any flights operated by the WestJet airline and are not restricted by geography. However, new tickets must be issued before the expiration date, and they can only be used by the same passenger.
  
  Please know that we have taken her feedback seriously and will take appropriate steps to prevent similar issues in the future. Acknowledging the hassle, we have added a coupon to her Expedia CA account, which is valid until September 30, 2025. The terms and conditions for using the coupon can be found in the coupon section of her Expedia account under *****************.
  
  We appreciate the opportunity to address the concerns raised. If there are any further questions or issues, please do not hesitate to reach out.
  
  Sincerely,  
  Yash S  
  Global Travelers Resolutions Team
  
  

  Customer response

  09/04/2024

  Case number ********  
  
  Expedia has responded with dates that do not coincide with my refund dates. As you can see in their letter they state that I must use the credits by January 1 2024 (date long past and even before my original booking) and my airline credit on their site states I have until March 3 2025 to use the credit
  
  Please read their response and you will see they have used a date long past. August 25,2024 
  
  Better Business Bureau
  Mid-Western and ************
  Complaint Department
  
  RE: Expedia Case 03320292
  
  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 Future Travel Credits she has on WestJet under itinerary number 72773613778045.
  
  We are sorry to hear about the difficulties she encountered while trying to resolve her concern with our frontline team. Since the future travel credits are issued on the airlines tickets, we reached out to the airline to gather the necessary information. According to the airline, the travel credits associated with this itinerary are valid until January 1, 2024. These credits can be applied to any flights operated by the WestJet airline and are not restricted by geography. However, new tickets must be issued before the expiration date, and they can only be used by the same passenger.
  
  Please know that we have taken her feedback seriously and will take appropriate steps to prevent similar issues in the future. Acknowledging the hassle, we have added a coupon to her Expedia CA account, which is valid until September 30, 2025. The terms and conditions for using the coupon can be found in the coupon section of her Expedia account under *****************.
  
  We appreciate the opportunity to address the concerns raised. If there are any further questions or issues, please do not hesitate to reach out.
  
  Sincerely,  
  Yash S  
  Global Travelers Resolutions Team 
  ***********************************
  
  Also, I tried to use the credit today on their site and the site still does not apply my credit to the flights I have chosen. I have spent hours multiple days on hold with them and I am exhausted by their process. I need a new letter from them stating the correct date for using this credit and some help in making the credit work so I can actually book flights for my husband and myself. I am supposed to have the credit to March 3 2025.
   
  
  Thank you for your help in getting this resolved
  *************************
  ************
  

  
  

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is the second time that Expedia did not honor a booking we had with them. Despite receiving a confirmation email days before our checking date, we were once again left with no room for our family at the last minute. The hotel was unable to find us anything as it was a very busy weekend, so we were sent to another hotel for only one night instead of the two we had booked. I have also filed a complaint against the hotel we were sent to, as my son found dangerous drug paraphernalia and the woman in charge became very nasty. You'll have to refer to that for some of the details as I dont have room to type them out here as well. Expedia at first agreed to refund us, which we have email proof of. The woman from the hotel called them to make false accusations against us, and as a result of that they are saying we are only eligible for a fraction of the refund and are refusing to rectify this in any other way, despite us having proof to the contrary. We lost money as a result of this weekend as we were not able to stay for our work event as planned, and have further lost time and money being on the phone for the last week dealing with this (we run our own businesses), and now are potentially being charged a late checkout fee due to being on the phone with Expedia for the entire morning on Saturday. I wish I could more fully explain some of the details involved but I only have 2000 characters to do so. We have been the victims on both sides, the hotel and Expedia, and just want some resolution and ideally the previously promised refund.

  Business response

  08/30/2024

  30th August 2024
  
  Better Business Bureau

  E.com - ******, ****** & ******************

  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 a hotel reservation at Skye ********************** records indicate that due to the hotel being overbooked, the reservation could not be catered to and **************** was relocated to another property where the faced issues with the hotel's quality,
  As the reservation was utilized in full, a refund will not be feasible here. As **************** Hs already been compensated.

  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

  08/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On August 1, 2024, I booked a travel package with Expedia. The booking included Hotel, Roundtrip flights and Car rental. At the time of this booking I purchased the Package Protection Plan from Expedia.. no knowing however as a precaution if I had to cancel this event. Unfortunately, because of unforeseen illness, I did have to cancel this entire booking event on Sunday, August 4, 2024. Upon immediately contacting Expedia and their package protection insurance refunded both the Hotel costs and Car rental costs.. however, the Roundtrip ticket expense was not refunded under the package protection plan. This seemed odd, when all were requested simultaneously. After having to wait a very long time period on hold The representative at Expedia stated that the Package Protection Plan was cancelled and they could not refund the flight ticket costs. I explained this was done without my permission and I explained that the the Hotel expense and Car rental expense had already been refunded .. then why not the fight ticket. There was NO satisfactory explanation given and this was unacceptable and in my opinion appeared to be by dubious intention. I would not recommend Expedia to any people I may come in contact with nor will I personally ever use Expedia in the future.

  Business response

  08/21/2024

  21 August 2024
  Better Business Bureau
  
  ******, ****** &******************
  Complaint Department
  
  RE: Expedia.com/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 for a flight reservation under itinerary number 72886924185216.
  
  Upon reviewing your reservation, we found that our support team has already processed a full refund for the hotel reservation with Days Inn by Wyndham Gettysburg, car rental with Hertz and also for your Travel Protection Package Protection Plan on 04 August 2024 in your original form of payment. The total refund amount is ****** USD.
  
  We reached out to ***************** to request an exception for a full refund. Unfortunately,they have declined this request and instead offered a future travel credit.
  
  Your flight reservation has been converted to a future travel credit, valid until July *******. Your travel needs to be completed before July 30, 2025. Please note that this credit can only be used for booking flights with *****************. You may also change the origin and destination of the flight, but any fare difference will need to be paid.
  
  Kindly select the flights you wish to book and inform us here, so we can verify availability and assist you in redeeming your airline credit.
  
  Please feel free to reach out if you have any further questions or need assistance.
  
  Sincerely,
  *************************
  Global Traveler Resolutions Team

  Customer response

  08/21/2024

   
  Complaint: 22092649
  
  I am rejecting this response because: I initiated and paid for the Expedia ***************************** I requested a flight Refund, and was told by Expedia that the insurance was cancelled.. however, this was done without my permission by Expedia thus they are responsible for refunding me. I will not accept anything less. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  07/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I hope this message finds you well. I am reaching out again regarding a persistent issue of overcharges related to my recent car rental with Drive On Holidays. Despite my previous communications and the evidence provided, the issue remains unresolved.To clarify, I rented a vehicle through Expedia and was charged the following amounts:Expedia Payment: $528.73 ( paid on May 27, 2024 (MasterCard ending 0362 Drive On Holidays Payments:$483.91 (****** EUR) paid on June 6, 2024 (MasterCard ending 0362)$783.13 (****** EUR) paid on June 10, 2024 ***** ending 1845)$346.04 (****** EUR) paid on June 20, 2024 ***** ending 1845)Total Paid for Drive On Holidays rental car: $2141.81 According to Drive On Holidays' invoices, the charges were as follows:Invoice 1: ****** EUR Invoice 2: ******* EUR Total Invoiced Charges: ******** EUR Total Overcharged: ******** USD (******** EUR) - ******** EUR = ****** EUR (~$199.35 USD)Additional Charge: ****** EUR (~$346.04 USD)Total Refund Due: ****** EUR (~$545.39 USD)

  Business response

  08/12/2024

  August 13, 2024, 
  
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
  
  RE: Expedia reference number: 03263264
  
  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. 
  
  We understand that Mr. ************************* need a refund for an additional amount paid for his past dated car reservation booked under itinerary 72840337999027. 
  
  Upon investigation we found that, ************** booked a car rental itinerary with Drive On Holidays. The pick-up (June 06, 2024) & drop-off (June 10, 2024) was scheduled from **********************************************************************************************
  
  We would like to inform **************, we have provided a resolution on call made on August 13, 2024, on his registered contact number with us, regarding the additional charges for ****** USD. Moreover, we suggest to ************** that, for extended reservation (Charges), that was directly booked with Drive on holidays, he can connect with them & his bank/financial Institution for more clarification. 
  
  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 

  Customer response

  08/12/2024

   
  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. Expedia has completed their portion and can't assist me with Drive On Holidays Car Rental issues.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Jul 12, 2024 - Jul 14, 2024 I have communicated with Expedia about the terrible experience that we had at the ************** in *************. Expedia is claiming that they are unwilling to take action in this situation even though they claim to have satisfaction guarantees on their website.The Hotel claims to be a modern facility that is 100% non smoking. This is entirely false, the hotel was dated and rundown, there was a musky smell in the room like entering a damp basement, and the entire lower floor had a humidity problem, so much so that the vacant rooms had to have the doors left open in an attempt to ventilate the area.The air conditioner was semi-functional and basically turned on and off at will. The entire first evening the whole lower floor smelled like marijuana and my young child was forced to breathe that in all night. The staff was aware of this.The bathroom had clear signs of water damage (I will provide photos) on the ceiling and walls, and the paint was peeling and bubbling. I also found a blood stain on the pillow of my bed.As an aside, I work in technology and decided to conduct a little experiment as I was confused by all the high ratings of this location considering what I experienced. I asked Chat GPT to analyze the reviews posted for this location and what it reveled was not surprising. Here is what Chat GPT wrote: There are a few signs that might suggest a number of reviews could be questionable. The anomalies noted, such as repeated names and inconsistent comments, might indicate a need for more careful scrutiny. If youre evaluating the credibility of these reviews for making a decision, it might be helpful to look at reviews from different sources or platforms to get a more balanced view.The anomalies include: Date Inconsistencies, Repetitive Names and Comments, Conflicting Ratings, Comments about Room Conditions, Reviews with Erroneous or Confusing Information, and Unusual Positive Review Comments.

  Business response

  08/13/2024

  August 13, 2024, 
  
  Better Business Bureau
  Mid-Western and ************
  Complaint Department
  
  RE: Expedia reference number: 3263262
  
  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. 
  
  We understand that *********************, is looking for compensation for his hotel reservation booked under itinerary 72874241892258. 
  
  Upon investigation we found that, ************** booked a hotel reservation with Microtel Inn & Suites by ************************************************************************************************************, for 2 nights.
  
  We are sorry for the experience ************** had while seeking a resolution with our support team, regarding his raised issues for this reservation. We would like to inform **************, that we have not yet received any shared and pertinent instances for this hotel from any of our other traveler's. Though, we value ****************** business with us, therefore I have added 5000 Expedia rewards point in his Expedia account. Further terms & conditions regarding its usage for future reservations can be found at this link ********************************************************************;
  
  Although, we have taken a note of ****************** shared experience regarding his stay, we will shared the feedback with the relevant team. 
  
  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 

  Customer response

  08/13/2024

   
  Complaint: 22053098
  
  I am rejecting this response because: I now have evidence that the reviews on the Expedia site for this location are fraudulent, less than 3% of the reviews are actually "verified customers". According to my research using **, there is a "high likelihood" that the majority of the 10/10 reviews are made by the same person or a small team of people. The ** also noticed that the 10/10 reviews usually follow a bad review and compliment the hotel on the exactly elements in the bad review. Expedia is well aware of this fraudulent activity and has allowed it to continue on their platform. I have also received a report from the City of ********** building inspection unit confirming that the moisture and humidity issue were know issues that have persisted for quite some time. Expedia's claim that they are unable to verify my complaints with any other guests is also misleading, because if you read the negative comments on the Expedia hotel page, many of the real guests complain about the smell of smoke in the rooms. I also provided photographs of the water damage and humidity on the inside of the window. It is quite clear that there is a known issue at this location. I do not accept, nor do I want points from Expedia. I will never use their service again until they address the issue of fraudulent reviews. 
  
  Sincerely,
  
  ***********************

  Business response

  08/27/2024

  August 27, 2024
  
  Better Business Bureau
  Mid-Western and ************
  Complaint Department
  
  RE: Expedia Case #*******
  
  Dear Better Business Bureau,

  Thank you for forwarding the consumer rebuttal from *********************** (BBB case number 22053098). 
  
  We sincerely apologize for the distress and inconvenience **************** has experienced and, we take allegations of fraudulent reviews very seriously and have forwarded this matter to our internal team for further review.
  
  We understand Ms. ******* frustration with the lack of resolution and communication regarding her complaints. We tried to seek approval for a full refund; however, even after multiple attempts, we were not able to obtain the approval. Therefore, we have added Rewards worth the equivalent of Ms. ******* booking value. 
  
  While we understand our resolution could have been more favorable, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers. It is certainly our desire to deliver and meet our travelers' expectations, regretfully its not viable in this case and our resolution remains. 
  
  If you have any further questions or concerns regarding this matter, please feel free to contact us.

  Sincerely,
  Harrysha 
  Global Travel Resolutions Team

  Customer response

  08/27/2024

   
  Complaint: 22053098
  
  Dear ********,
  

  Thank you for your response.
  

  I have significant concerns regarding your platforms handling of fraudulent reviews. Despite your stated commitment to addressing this issue, the presence of fraudulent reviews on your site suggests otherwise. This problem was identified as early as 2015, and evidence showed that users were engaged in review purchasing, a practice so problematic that the ************************ in the *** has implemented new regulations to prohibit it.

  Moreover, your platform's assertion that all reviews are from genuine guest experiences appears misleading. Your site states: "All reviews shown are from real guest experiences. Only travellers who have booked a stay with us can submit a review. We verify reviews according to our guidelines and publish all reviews, positive or negative."
  

  However, my research indicates that fewer than 3% of the reviews are actually verified. This discrepancy is apparent when comparing the Verified traveller tag on reviews as listed by Expedia.
  By failing to adequately verify reviews while being aware of ongoing fraudulent activities, your platform seems to be either complicit in the fraud or, at the very least, misleading its customers.
  

  Additionally, your claim that rewards points equivalent to the cost of my booking have been added is inaccurate. Your email suggested an amount of $5000.00 USD, whereas the attached screen capture shows the amount is actually $50.00 USD.
  Given these issues, I question the desirability of continuing business with a company that allows such practices.

  As previously mentioned, I possess the City of ********** inspection reports for the relevant location and will take appropriate action against your Quebec representative, Tour East Holidays (Canada) ***** unless we can reach an amicable resolution.
  

  Best regards,
  
  ***********************

• Initial Complaint

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  - I purchased a round trip fare to *********** through Expedia for $1,781.26. - I had to cancel the flight and received a flight credit for the full amount of $1,781.26. - When I went to book the flight using the credit, I was informed only then that there were $720 of non-refundable taxes that would be deducted from my credit. This was never mentioned to me on the phone when I cancelled and the email that I have in writing does not explain anything about losing part of the credit due to non-refundable taxes. I was informed that I only now had $1,061 to use for my credit.- I spoke with 1 agent, 2 supervisors and a manager about the issue that they didn't state to me on the phone or in my email that I would be losing money to non-refundable taxes. They did nothing to help me, even when I asked if they could issue a credit for a future trip, they still refused to help and did not acknowledge any error on their part. - After not being helped, I still wanted to at least use the credit so I found a round trip flight for $1,036, therefore thinking that my $1,061 credit would cover then entire fare and I would only have to pay the $400+GST change penalty. - Only when I went to re-book the flight, now speaking to a 5th Expedia employee about this, they informed me that the $1,061 is a base fare credit and can only be used for $823 of the new base fare, thus leaving me with more taxes to pay. I had to pay an incremental $149 in taxes that they said the $1, 061 credit couldn't cover. - Expedia failed to explain three different policies to me which resulted in me spending far more on this new trip than expected. I expect them to provide a credit for all the money I lost, which would be the $720 in taxes from the first flight and $149 in taxes from the second flight, totalling $869.

  Business response

  08/05/2024

  Better Business Bureau
  Mid-Western and ************
  Complaint Department
  
  RE: Expedia *** Case 22050443
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expediafortd.com 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. Expediafortd.com is disheartened that the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
  
  Expediafortd.com is responding to the consumer complaint from Ms. ***********;(BBB case number 22050443) regarding her air booking. We understand Ms. ***********;was looking to redeem her future travel credit with Air Canada.
  
  Since the original ticket booking is a non-refundable fare as per Air Canadas policy and the airline only allowed the option of a travel credit.
  
  When it comes to redeeming the credit the airline system compares the new ticket fare against the old fare and if any old taxes are not apparent on the new ticket that amount is lost as a residual value to the airline and any increase is charged as a fare difference which was disclosed in the cancellation email that was sent to ****************.
  
  Seeing that the original destination was from ********, Canada to ****** and the new flight is in *******, The fare difference would be significant when changing the origin or destinations compared to the old ticket. Furthermore, **************** was previously given ****** Points as goodwill regarding her concern.
  
  As Expedia is an intermediary, we do not have the authority to override the airlines pricing increase. Thus, we hope we have addressed the concerns ************************** had regarding this reservation.
  
  
  Again, we thank you for allowing us the opportunity to address this issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Kind Regards,
  *****
  Global Traveler Resolutions Team

  Customer response

  08/08/2024

   
  Complaint: 22050443
  
  I am rejecting this response because: The taxes condition was not outlined in the email I received, and furthermore once I went to use my credit I was only then informed that the credit I had remaining after the loss of the taxes is a "base fare" credit that can only be applied to the base fare of my new fare. I understand that if the cost of my new flight was greater than the credit I had that I would have to pay more, but in this case my new fare was less. Because of Expedia's failure to outline the taxes condition and the "base fare" condition, I ended up paying much more than expected. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I booked a hotel through expedia, Where the associate used my credit card. An information to create a ****** account which I did not request or ask for I have tried numerous times to contact expedia directly with no success for their *****************

  Business response

  08/13/2024

  August 13, 2024
   
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
  
  Expedia Case # SF - 03269613
  
   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 contacting Expedia Fraud Department. 

  Upon further research, following ******************** request to contact Expedia's fraud team, we do not have a direct line for this service. However, as mentioned in her complaint that she attempted to create a booking and the agent took her credit card details and requested to create a ****** account, we would respectfully ask **************** to provide the contact number she used, along with any emails or information she has to validate the situation, or any itinerary number she possesses, and we will investigate ******************** request.
   
  If **************** have any further questions or concerns regarding this matter, please feel free to contact us.
   
  Sincerely,
  ******************;
  Global Traveler Resolutions Team

*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. ↩