Business Profile

Travel Agency

Expedia.com

Headquarters

Complaints

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

Customer Complaints Summary

7,531 total complaints in the last 3 years.
2,785 complaints closed in the last 12 months.

If you've experienced an issue

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:06/20/2025
Type:Service or Repair 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 am booking a trip to ********* June 26th I originally booked on Saturday the 14th.then I found a better flight so I canceled within the correct cancelling time, so I should have had one trip booked plus a car. So I called Expedia June 20th at 3:13pm spoke with a gentleman I called ************ the ***resentative told me that it showed nothing booked for me, so I rebooked. I noticed that when I rebooked I noticed all these reservations so I went a head and cancelled them, as the *** said I had no bookings. 2 hours later I called Expedia again, spoke with Wen, I believe his name was, called the same number he informed me I had 4 bookings and that all of them were non refundable and thats why they are still showing, I let him know that I spoke with a *** and what he shared with me. He basically accused me of not calling Expedia direct because there were no notes. I informed him I called the same number as I had just done. He informed me he was talking to the billing **** and the best that they could do was cancel everything but charge me 573 dollars and asked how I would pay for it. I set my trip up to be paid through affirm that I didnt have the money to pay it. I got upset and used verbal language as the gentlemens just kept telling me it wasnt his fault and I kept telling him that, just saying it wasnt his fault was not enough they are all ***s for Expedia which they ***resent. I hung up and cancelled everything will book elsewhere. I do not want to be charged for anything as I cant afford it .
Business Response
Date: 06/21/2025
June 21, 2025

Better Business Bureau
E.comAlaska, ****** & ******************
Complaint Department

RE: Expedia Case 13925587

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 submitted by Ms. ******** ******* (BBB Case Number ********) regarding the package booking reserved under itinerary number 73146864359615.

According to our records, Ms. ******* made a package reservation that included a flight, car rental, and travel insurance. She canceled the booking within 24 hours, and as a result, the authorization hold for the flight charge of $458.37 was successfully released back to her **** card ending in 9502. This amount will not appear as a charge or refund on her final bank statement, as it was never officially processed.

The remaining amount of $572.16, which covered the other components of the package, was successfully refunded on June 20, 2025. This refund was issued to her **** card ending in 9502 in two separate transactions:$536.64 and $35.52. The credit should appear within 7 to 10 business days.

Additionally, we found no record of further contact from Ms. ******* regarding this booking in our system. The phone number provided in the complaint is not associated with Expedia Group. For future assistance, we recommend using only official platformssuch as our website or the contact details included in booking confirmation emailsto obtain accurate customer service information and avoid potential fraud.

If she has been charged any additional or incorrect amounts over the call by bad actors, we suggest she contact her bank to determine the next steps.

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 Traveler Resolutions Team
Customer Answer
Date: 06/23/2025

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,

******** Mae ***********
Initial Complaint
Date:06/20/2025
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.
On March 19, 2025, at approximately 6:48 PM CST, I booked a vacation package on Expedia for two adults, which included round-trip flights and an all-inclusive resort stay. Expedia provided me with one confirmation number for the full package. However, upon reviewing my confirmation email, I noticed that while the flights were correctly booked for two passengers, the hotel portion was booked for only one person. This is not logically or technically possible within Expedias package booking system, which requires you to first select the total number of travelers before displaying available hotel options.I immediately contacted Expedia at 6:46 PM CST on March 19, 2025 to report the discrepancy. The agent said they would contact the hotel for clarification. I followed up multiple times on March 20 via email at 2:57 PM (no response), and by phone at 2:59 PM, 3:23 PM, 3:41 PM, and 3:43 PM CST. During these calls, multiple Expedia representatives incorrectly insisted that I selected one person for the hotel portion of the package. I tried to explain that the system does not allow different traveler counts for flights and hotels when booking a vacation package, and that I had selected two travelers at the start of the process.Despite my efforts to get Expedia to investigate a potential system error, they refused to acknowledge any fault on their end. On March 20, 2025, at 4:46 PM CST, I canceled the entire trip within the 24-hour window. I received a refund for the flight portion but not the hotel.I am filing this complaint in hopes that Expedia will take accountability for the booking system error and issue a full refund for the hotel portion or provide an alternative resolution that reflects fairness and responsibility.
Business Response
Date: 06/20/2025
June 21, 2025

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 queries that have been brought to our attention.

Expedia.com is responding to the consumer complaint from Mr. **** ***** (BBB case number ********) regarding a package booking. Our records indicate that on March 19, 2025, Mr. ***** made a package booking for 2, that included flight booked with Spirit and ***************, hotel stay at ******************** by The Excellence Collection, and pickup and drop service from airport, itinerary reference **************. While the flight portion accurately reflected two passengers, the hotel portion displayed only one adult guest.

Multiple outreach efforts were made to the property via phone and email to clarify and address this discrepancy. Unfortunately, communication with the hotel was limitedcalls were unsuccessful due to language barriers,and no reply has been received to date regarding our email inquiries.

Upon receiving the complaint from BBB, we have investigated the details and tried to get cancellation waiver from the property but did not receive a favorable response. Given the nature of this situation and the timely cancellation, weve gone ahead and processed a $1,406.40 USD refund for the hotel stay. This amount has been returned to the original method of payment and should reflect in your account within 7 to 10 business days.

In addition to the above, taking into consideration the troubles Mr. ***** has undergone and the concerns that he expressed, we've added $100 OneKeyCash to his Expedia.com account as compensation. The terms and conditions of the OneKeyCash can be found at this link: ************************************************

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
Customer Answer
Date: 06/23/2025

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:06/20/2025
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 made 2 vehicle reservations in ************, ***********, for the 14th, Expedia and the company Next Car withdrew $600 from my account for the reservation, when I arrived at Next Car I had to wait with my family for more than two hours to be served and when they finally served me they simply told me that there were no vehicles available for me and that I should call Expedia and they would refund my money, I made the call and they promised to return my money in full, however the next day I received an email informing me that they would not refund anything because I had canceled the service, and that is not true, how am I going to cancel a service if the rental company does not have vehicles available, it's simply some kind of scam, they take the money for the reservation and when you arrive there are no vehicles and they do not return your money claiming that I canceled the service.
Business Response
Date: 06/20/2025
June 20, 2025

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

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

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

Expedia is responding to the consumer complaint from **** ******** (BBB case number ********). We understand that Ms. ******** is requesting a refund for the bookings under itineraries ************** and **************, as the car was not available at the time of pick-up and the bookings were not honored. We apologize for the experience and inconvenience Ms. ******** faced.

We would like to inform you that a full refund has been processed for both itineraries: $306.10 for ************** and $294.20 for **************, including the Rental Car Protection Plan. The refund will be credited to the original form of payment ***** ending in 7639) within 710 business days.

Additionally, as a goodwill gesture, we have added $150 in One Key Cash to Ms. ********* Expedia account, which can be used on future bookings. For more details, please visit: ************************************************.

We appreciate the opportunity to address the issues raised. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
******
Global Travel Resolutions Team
Customer Answer
Date: 06/23/2025

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:06/17/2025
Type:Service or Repair 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 at flight through Expedia on 3/5/2025, from ****** to ******* and paid ****** with the trip protection for a concert. The concert got rescheduled, so I called to activate my protection, which left me with a flight credit of ****** on 3/25/25. When I was trying to rebook, the email instructions told me my credits would be in the Expedia mobile app. The credits were not there. Therefore, I called on 6/12/2025 to try to activate my credits to use toward my flight from 6/24/25 to 6/26/25. I spoke with *****, who told me I didn't have credits. Haven't read many negative reviews online, I was prepared for this and read him my email confirmation about the credits. He had a very thick accent, difficult to understand, and a rude tone throughout. I got put on hold and he magically found my credits. He then told me he would book my flight. He told me for southwest the ticket was in the $700 range, and I looked up the price directly from southwest and it was in the $400 range. He assured me this was after he applied my credit. He got angry and defensive when I asked to speak to a supervisor to explain the discrepancy, and said I would wait. He convinced me not to, which found suspicious. I eventually gave in, and had him charge my card, which ***** immediately flagged as fraud. I pushed it through. He guaranteed I would get my ticket by the end of the day. This was last Thursday, and it is now Tuesday 6/17/25. I have a 270 charge on my bank account, no ticket through email or the app, and NOW in the app my ****** credit is showing up, proving Mr. ***** lied to me and never applied my credit. I have never felt so blindsighted, disrespected, and scammed as a customer. Looking at all the reviews online, I see now this is common with Expedia, and will obviously never book again through this horrible company. Please resolve this issue quickly, send my ticket as I paid EXTRA for, because in the **, this is considered fraud, which is illegal.
Business Response
Date: 06/19/2025
19 June 2025

Better Business Bureau
******, ****** & ******************
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 show that Ms. ******** booked a flight with ****************** under Itinerary 73047258943245, totaling $654.68 USD, including a trip protection plan. Ms. ******** requested a refund for charges incurred while attempting to use her flight credit.

Based on our investigation, she contacted our frontline team on June 12 to inquire about the flight credit. She was informed of the applicable fare difference; however, no changes were made as the chat became unresponsive, and no confirmation was received from her. Post the given date, we couldn't locate any communication in her account in relation to the flight credit.

Additionally, the screenshot Ms. ******** shared of a confirmation email does not appear to have originated from Expedia. The billing party mentioned in the screenshot, "Trip ************* is not affiliated with Expedia. We recommend that Ms. ******** contact her financial institution to inquire about the charges for USD 274.94.

Furthermore, we can confirm that on June 18, Ms. ******** successfully used her flight credit to book a new reservation and paid a fare difference of $334.72. The booking confirmation has been sent to her registered email address.

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
Customer Answer
Date: 06/23/2025

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.
They did end up giving me my refund, after admitting that they never booked my flight on the first place, after assuring me everything was booked and ready to go. I can't wait for this trip to be over so I may never use Expedia ever again.
Sincerely,

***** ********
Initial Complaint
Date:06/17/2025
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.
On June 17, 2025 I reserved and paid for a hotel room at **********, supposedly at ************************************. There is no hotel there and I have been scammed. I'd like a refund Expedia. Until now I've used your services without being worried about being scammed.
Customer Answer
Date: 06/17/2025

Expedia has agreed to provide a refund. I'd like to withdraw my complaint below.
Thank you,
******* *****
Initial Complaint
Date:06/16/2025
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.
I booked a hotel for May ***** in ***** on May 24 in the afternoon. I later realized I should have booked for May *****. I tried to contact Expedia, and finally, one of their employees answered my call and asked me to call a different number. It turned out to be an ** system, which of course didn't help. The ** texted me that if I cancel, the booking is non-refundable. When I tried to change the dates, I was told the new dates were not available. I then inquired about a refundI was told it takes 75 hours to process. I looked up the hotel, which is listed as Pensin **************. What is the cancellation policy at ***************? Typically, cancellations at ****** Rua Nova can provide a full refund, but I couldn't find specific details.I notified Expedia over 48 hours before the scheduled check-in, yet my cancellation was denied. The frustrating part is that Expedia initially said they would help resolve the issue, but then they sent me a message saying, "Its time to check in. How was your check-in?" After several days, my refund was still denied. The hotel allegedly promises to provide refunds for cancellations, so why was mine denied? I received an email from Expedia stating that the company couldnt contact the hotelthat's their fault.
Business Response
Date: 06/17/2025
17th June 2025

Better Business Bureau
***** - ******,****** & ******************
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 their hotel booking.

Our records indicate that on 24th May 2025, Gensheng booked their hotel reservation with Pensin Rua Nova for the stay from 26th to 27th May 2025.
I am sorry to hear how they felt about the whole experience they had with us. I understand that throughout their journey, the experience is what counts, and we take such issues serious.

According to the hotel policies, the booking is non-refundable. However,upon checking with the hotel on Genshengs behalf, they are denying the request citing adherence to their existing policies.

Considering the hassle they had to face and as our valuable traveler, I have added USD ****** One Key Cash to their Expedia account. One Key Cash won't expire if the traveler makes an eligible booking at least once within 18 months. One Key Cash received through offers and promotions may have different expiration dates. The traveler can find more information regarding expiration dates on their rewards activity page.

If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Sheetal
Global Traveler Resolutions Team
Customer Answer
Date: 06/21/2025

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,

******** ****
Initial Complaint
Date:06/15/2025
Type:Service or Repair 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.
We booked a place for 4 people in ******************** for the night of June 13th. We were in town for our daughters graduation. All hotels in the area had high prices or were booked which is why we reserved a place with VRBO in advance. When we arrived at our booked place at 8 pm there was already a family staying there. We were told it was double booked and we would have to find another place to stay. Of course there were no rooms at many hotels and all the rest were over priced as it is graduation for ***** students. We also had our disabled 89 year old mother with us so we needed to find a place as soon as we could. We contacted the host who told us that the calendars were not working with the other companies and that we had to contact ****. This is all happening at 8 pm after a very long day. We should have just been able to check in. Instead we were on the phone with VRBO for a very long time in which we were told to go ahead and book 2 rooms at a nearby hotel. Of course it was much more costly since it was last minute and grad weekend. We were desperate at the time and just looking to find a place to check in. Two days later VRBO is saying they will only reimburse up to the amount of the original booking. This is not fair as this error was on no way our fault. We did all that we were supposed to do and they did not. We are not asking for all of it to be covered. Just the complete difference between what we were suppose to pay and what we ended up paying. We feel this is what we are owed.
Business Response
Date: 06/18/2025
June 18, 2025

Better Business Bureau
******, ****** & ******************

Dear Better Business Bureau,

Thank you for allowing us the opportunity to address ****** Smiths concerns.

At ****, we take all customer experiences seriously and are committed to resolving issues with fairness and empathy. We understand the frustration and inconvenience ****** experienced due to the unexpected cancellation of their original reservation.

After thoroughly reviewing case reference *********, we confirm that our social response team provided an appropriate resolution. In recognition of the unique circumstances and the disruption caused, we have issued a reimbursement of $911.52 to cover the relocation cost for an alternative booking.

The original reservation was fully refunded on June 14, and the transaction is expected to reflect in ************ account within 57 business days,depending on the financial institution.

We appreciate Darrens patience throughout this process and are pleased that we could offer a resolution that acknowledges the challenges he faced.

Best regards,
**** Customer Support Team
Customer Answer
Date: 06/23/2025

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:06/14/2025
Type:Service or Repair 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.
Expedia itinerary number: ************** It is about a booking for car rental at *************** through Expedia with the company named sixt, Im at the front desk now and sixt said they cant verify my prepaid booking because there is a profile name ****** before my legal name ***** ****, so I have to call Expedia to fix the mistake, expedia said they cant change it but I can cancel this booking and book another one by telling them the new booking number to get full refund. I talked with sixt again and the price would be 3 times if booking at the front desk! So I booked with another company and while providing the new booking number to Expedia, they said it has to be the same car company in order to get full refund! Whats wrong with Expedia? The guy was on the phone when I booked with another company but never mentioned it has to be the same company! Now they charged me in full but dont give me a car for rental!! I ask for full refund and asking for compensation as they ruined my birthday trip!! I didnt get my reserved premium car, and I missed my diner as well!!
Business Response
Date: 06/17/2025
June *******

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

RE: Expedia Case 13550285

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.***** **** regarding her car rental reservation with Sixt, under itinerary number 73115576865611.

We regret to hear about the difficulties she experienced while trying to resolve her concern with our frontline team. Please be assured that her feedback has been taken seriously, and we are taking preventive measures to avoid such issues in the future.

Regarding her reservation, our records show that it was made under non-refundable and non-changeable terms, which initially limited our ability to offer a resolution. Nonetheless, we contacted the supplier to request a cancellation waiver but, unfortunately, did not receive a favorable response.

However, in recognition of Ms. ***** loyalty and the hassle she experienced, we have issued a refund of $122.87 USD. This amount will be credited to her MasterCard ending in 6010 within 7 to 10 business days.Additionally, as a gesture of goodwill, we have added OneKeyCash worth $25.00 USD to her Expedia account.

For information on how to use OneKeyCash, including terms and conditions, please visit: ************************************************.

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 Traveler Resolutions Team
Customer Answer
Date: 06/18/2025

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:06/13/2025
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 am 22 years old and booked a car rental in ****, *********** through Expedia for $138.54. On Expedias website, it stated that additional charges or restrictions may apply for drivers under 25. There was no clear warning that I could be denied the rental entirely based on age.When I arrived to pick up the car, I was informed by the rental company that their policy requires drivers to be 26 or older. I was denied the vehicle and left without transportation.I contacted Expedia to request a refund. They refused, claiming the age policy was stated on their site and in a confirmation email. However, that email came after I paid, and it was from the car rental provider, not Expedia. The restriction that caused the denial was not disclosed at the time of booking.Expedia charged me $138.54 for a rental car I never received due to their incomplete and misleading information. I am requesting a full refund for this undelivered service.
Business Response
Date: 06/14/2025
14 June 2025

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

RE: Expedia Case # 13537300

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 refund of the car rental booking.

Our records indicate that Ms. *** a car rental in *******, ***********, with pick-up on June 10, 2025, and return on June 14, 2025, under the itinerary# **************.

Upon reviewing our records, we can confirm that the restrictions were presented at the time of booking during the selection process and were also included in the confirmation email sent afterward.

However, as a one-time exception, a full refund of ****** USD has been processed to the Mastercard ending in 5346. The amount should reflect on Ms. ***** account within 710 business days.

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 S.
Global Traveler Resolutions Team
Customer Answer
Date: 06/18/2025

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:06/13/2025
Type:Sales and Advertising 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 used Expedia.com to reserve a hotel. The options were pay now or pay later at the hotel. Normal policy in this case is place a credit card to hold the the reservation then pay or cancel within a timeframe listed. Entered credit card and the card was charged. I called the company to reverse the charge due to choosing pay later. They advised me if I cancel there was no refund. I informed them of the instructions on the app of pay later. Was advised due to limited rooms available the hotel can charge the full balance. They offered one night refund and $150 future Expedia.com credit. I refused and advised the agent to not cancel the reservation I would reach out to the hotel directly. The agent canceled the reservation as retaliation meaning no refund. I had prior to contacting the merchant booked the same hotel with air and the merchant charged me for the hotel in a package deal twice. Unethical practice and misrepresentation of their service..Lost $894 for hotel that was canceled and double billed $1201 for a package that I had paid $1577 in full.
Business Response
Date: 06/17/2025
June *******

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

RE: Expedia Case 13537407

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 submitted by Ms. ****** ****** regarding her hotel reservation at **************************, under itinerary number 73136617594816.

We regret to learn of the challenges she experienced while trying to resolve her concern. According to our records, the booking was made under non-changeable and non-refundable policies. Additionally, the reservation was canceled by Ms. ****** using our virtual agent, and we do not have any record of her contacting our frontline team prior to that.

Nevertheless, upon receiving her complaint, we reached out to the hotel to request a cancellation waiver. We are pleased to inform her that the hotel approved the waiver. Accordingly, we have initiated a refund of $829.22 USD, which will be credited back to her **** card ending in 0481 within 7 to 10 business days.

For future reservations, we recommend reviewing the booking policies at the time of purchase to help avoid similar situations.

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 Traveler Resolutions Team
Customer Answer
Date: 06/18/2025

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,

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

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