ComplaintsforExpedia.com

• Initial Complaint

  09/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This complaint is against Expedia. I booked The ************** **********************, All-Inclusive Adults Only, Tapestry by ************ from 2nd to 5th September 2024 through Expedia. Advertised as a five star hotel, all inclusive. I paid $870 total for two rooms for two people.Upon arrival it was clear the hotel was not five star and barely habitable. Issues included-- nobody answering hotel phones (myself, my friend who stayed, Expedia, Hilton support who I called couldnt contact the hotel before, during, and after our trip) - *************************** nobody served us and when we were served they were distracted and so slow.- one of our luggage bags wasnt brought to room, they lost it in our rental car that took 30 minutes to locate - golf clubs were rejected by mail for a registered hotel guest - no hot water in one room - no breakfast we waited from 7am to 7.30am for no service and had to leave for our 8am excursion - 3 hour dinner on a Monday night with maximum 20 guests up there - dusty rooms with moisture you could smell I contacted Expedia on the morning of the 3rd saying we need to move, I was told to speak to the manager to get his approval. We spoke to the manager and explained the issues, he understood and agreed to refund the unused nights initially. I have this in email also. I then booked another hotel for the 3rd - 5th nearby.After dozens of emails and virtual chats I finally got the unused nights refunded. I asked Expedia how I could get full refund for this trip as it was terrible, they said I needed approval from the property again. I got this in an email from the hotel manager plus a waiver form, all of which Expedia have on record as I sent it to them and they refuse to issue me a refund. Ive done everything I was asked to get my refund, Expedia havent advocated for me one bit, Ive had to do everything myself and Im disgusted at how bad the customer service has been. I want my full refund, they have everything they need.

  

  Business response

  09/20/2024

  September 20, 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 hotel booking.
  
  Our records indicate, on August 14, 2024, ****************** booked a pay-now hotel reservation at The *************************************, from 2 Sep 2024 to 5 Sep 2024, under the itinerary **************. We understand that he has requested for a full refund.
  
  We are sorry for the disappointment this may have caused to ******************. Upon reviewing our records, we found a full refund of USD ****** has been issued to his original mode of payment, a **** card ending with XXXX- 4569. 
  
  Nevertheless, considering Mr. ******** experience we have added $80 One Key Cash to his Expedia, US account associated with ***********************
  
  ****************** may refer to the terms and conditions of One Key Cash at this link: (************************************************).
  
  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.
  

  Sincerely,
  
  ***********************
  Global Traveler Resolutions Team
  

  Customer response

  09/20/2024

   
  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.
  

  But I do want to make it clear that Expedia customer support did not advocate for me in the slightest, I did everything I was told in order to get a refund, and even then they refused to refund me. Only after going back and forth dozens of times proving I followed their instructions did they reluctantly refund me, one night at a time.

  I wont be using Expedia in the future from this awful experience. And Ive been a customer of theirs for years.

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

• Initial Complaint

  09/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In April of 2024 I went through Expedia to make a reservation at the ************ in *********. I paid my deposit of $220.00. I was given until October of 2024 to cancel the reservation with no cancellation fee. I cancelled my reservation this week and received a cancellation confirmation from Expedia. Two weeks went by without a refund which was to come from the ************. I called the ************ and they said they never got anything from Expedia in writing canceling my reservation. While I was on the phone with Expedia the employee supposedly called the ************ to cancel my reservation and to send an email stating same. Still no refund. I got an email on 9/12/24 from Expedia saying after numerous attempts to get the Sahara to give me a refund they have refused to refund my deposit. I called the Sahara and they told me that I was entitled to a refund but Expedia has not cancelled my reservation with them even though Expedia assured me on the phone that they did. I called Expedia again on 9/12/24 and once again the employee assured me while I was on hold that she called ************ and cancelled my reservation and sent the email to them. Still no refund. I am getting the runaround from Expedia and ************. I just want my money refunded to me since I cancelled my reservation well before October 22, 2024.

  

  Business response

  09/23/2024

  Response shared on BBB.
  
  September 23, 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 April 5, 2024, Ms. ***** made a hotel booking with **************** for 2 nights starting from October 25, 2024, itinerary reference *************** The booking was a pay-later reservation with a partial payment of $220.25 USD paid directly to the hotel at the time of booking.
  
  Per the booking policy, there is no charge for cancellations made before October 22, 2024. Ms. ***** canceled the reservation online on September 2, 2024, and contacted us on September 11, 2024, complaining about the delay in the refund. The agent checked with the property and found that the reservation was still active with them and they would need an email confirming the cancellation by Expedia to process the refund to Ms. ****** Follow-up was done, but we did not get any response from the property.
  
  Upon receiving the query from BBB, we investigated the details and would like to inform Ms. ***** that the property responded to us later, apologizing for the delay, and informed us that they have processed the refund of $220.25 USD back to her card that was used to make the payment originally. The refund was initiated on September 13, 2024, and normally takes 7 to ****************************** the 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.
  
  Regards,
  ******* ****
  Global Traveler Resolutions Team

  Customer response

  09/23/2024

   
  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made a reservation for 9/21-9/22/24. I read the cancellation policy to be 48 hours prior to the date of arrival. I called today to cancel and was told I had to pay ***** for this reservation.

  

  Business response

  09/19/2024

  19 September 2024
  
  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 Ms. ****** ******** (BBB case number ********) regarding the refund of the hotel reservation.
  
  Our records show that Ms. ******** had booked a room from September 21, 2024, to September 22, 2024, at ******** by ******* *****, under the itinerary number 72057769354716.
  
  We promptly reached out to the hotel to cancel the reservation, which was initially made under a non-refundable rate plan. The representative has authorized a full refund.
  
  The refunded amount of $121.89 has been processed to the **** card ending in 9722 and should reflect within 7-10 business days.
  
  The information regarding previous contact does not match any records on our end. We request Ms. ******** to use the support button on the website and application to reach out to ********** support team to prevent any fraudulent activities. Should any changes occur in the reservation, they will be communicated via email from both the airlines and **********. Please avoid contacting any ********** numbers obtained through browser searches.
  
  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 response

  09/23/2024

   
  I would like to accept the resolution to my complaint.

• Initial Complaint

  09/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Transaction Date: 07/14/2024 Amount Charged $200.00 I hope you're well. I am reaching out to dispute a $200 charge that was applied to my account after I was denied service for a vehicle rental. I am 21 years old, and when I attempted to pick up my reserved vehicle, I was informed that I was ineligible for the rental and advised to cancel through the app.According to Expedia's policy, individuals aged 21 and older are allowed to book a rental vehicle. Given this, I believe the $200 charge is unfair and should be refunded, as I was unable to utilize the service due to conflicting information.Please review my case and let me know how we can resolve this matter. If any additional details are needed, feel free to contact me.Thank you for your attention, and I look forward to your prompt response.

  

  Business response

  09/14/2024

  September 14,2024 
  
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
  
  RE: Expedia Case 03467866
  
  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 addressing the complaint from Mr. ***** ********** (BBB case number ********) concerning his car rental reservation with Sixt under itinerary number 72875772907483.
  
  Our records show that on July 29, 2024, his booking was canceled due to age restrictions outlined in the supplier's policies. Following this cancellation, a fee of ****** USD was applied in accordance with the booking terms.
  
  After Mr. ********** requested a waiver of the cancellation fee, we contacted the supplier. Unfortunately, we were unable to obtain a favorable outcome. However, in consideration of Mr. *********** circumstances, we have credited ****** USD in OneKeyCash to his Expedia account. Details on how to use OneKeyCash can be found at ************************************************.
  
  For future bookings, we recommend that Mr. ********** review the suppliers policies to 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 Travelers Resolutions Team
  
  

• Initial Complaint

  09/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a room on 09/06/2024 that was supposed to be for 10/19/2024 but they booked it for 09/19/2024 so I wanted to cancel it a make the correction. They saying that I can't cancel it or get my refund back. I cought It right away. I can't even changed the date because the hotel has no room available for the day I want. Here is the nmbooking number **************

  

  Business response

  09/14/2024

  September 14,2024
  
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
  
  RE: Expedia Case 03456272
  
  
  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 which included the insurance under itinerary number 72913890419051.
  
  Our records indicate that on September 6, 2024, she reserved a one-night stay at ********** by ****************************, which was later canceled due to a change of plans. The booking was originally made under non-refundable terms, and as a result, only the insurance amount of $9.80 USD was refunded at the time of cancellation.
  
  However, after receiving her complaint, we reached out to the supplier to request a cancellation waiver. Im pleased to inform you that the hotel has approved the waiver request. We have now successfully initiated the residual refund of the booking amount, totaling $170.40 USD. This refund will be credited back to her MasterCard ending in xxxx-8555 within 7 to 10 working 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,
  Yash S
  
  Global Travelers Resolutions Team
  

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 14th at 7:59pm I purchased airplane tickets through Expedia. I purchased them for the wrong day and so canceled those 2 airplane tickets on June 15th. At 5:39am on June 15th, I received an email stating that I would be refunded $290.96. I never received my refund. I attempted to reach out a couple times through their Expedia Customer Support system but still I have not received a refund that I was promised.

  

  Business response

  09/14/2024

  September 14,2024 
  
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
  
  RE: Expedia Case 03456266
  
  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 Mr. ****** ******* (BBB case number ********) regarding refund for the flight reservation that he booked on the ticket stock of *************** under itinerary 72854663663642.
  
  Our records show that on June 15, 2024, Mr. ******* canceled his reservation within the courtesy cancellation window, which is within 24 hours of booking. To check the status of the refund, we contacted the airline, and they confirmed that the authorization hold of ****** USD for the booking was successfully released following the cancellation to his Discover card ending in XXXX-2343.
  
  Please note, when an airline booking is canceled within 24 hours, the authorization hold is typically released within 72 hours of the cancellation. In such cases, the amount may not appear as debited or credited on the final billing statement. If there is any confusion regarding this, we recommend that Mr. ******* contact his financial institution for clarification.
  
  To acknowledge any hassle he may have experienced, we have added ***** USD in OneKeyCash to his Expedia account. For details on how to use OneKeyCash, please refer to ************************************************.
  
  We appreciate the opportunity to address your concerns. If you have any further questions or need additional assistance, please feel free to respond to this response.
  
  Sincerely
  Yash S
  Global Travelers Resolutions Team 
  
  

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 30th, I purchased a 1 night stay at the ******************* with the check in 4pm August 31st. At approximately 2:30pm August 31st, I received a call from the ******************* explaining that my room was booked and Expedia had charged me for it mistakenly. I was informed I needed to contact Expedia for a refund and support finding new accommodations. It was difficult to find a customer support number through ****** and the Help Center on their website. The only search result containing a number was **************. They were unable to find me new accommodations as everywhere was fully booked. I was told I would be issued a full refund. I needed to be at a wedding at 3pm so I didn't have time to argue. It's been 5 days though and have not received any follow up or refunds from Expedia. After trying to contact them again now, I discovered that I was calling a fake customer support line. I asked the online chat support representative why the customer support number is difficult to find and she claimed it was due to security reasons. I'm extremely unhappy that Expedia intentionally obstructs their customers from access the support phone number and I'm seeing reports that many people have had their info stolen as a result of this. Expedia appears to be aware. To recap, I was charged $215.76 for a room that wasn't available, was stranded out in an area that was remote and fully booked up, informed by the hotel only 1.5 hours before check in, had to sleep in the bride and ****** lodge because it was so last minute (very embarrassing), gave my information to a fake customer service because ******************** hides their real number, and I still haven't been issued a refund on the room that wasn't even available. This is not acceptable at all and I need proper, timely resolution.

  

  Business response

  09/17/2024

  18 September 2024 
  
  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 addressing the consumer complaint from ********************************* (BBB case number ********) regarding his hotel reservation at ********************
  
  Our records show that on August 31, 2024, a traveler booked a same-day check-in reservation for one night, costing ****** CAD. We understand that ******************** is requesting a refund because the hotel was sold out.

  
  Please accept my apologies for any frustration you may have experienced trying to reach a resolution.  ******************** has contacted our frontline agent, and a refund of ****** CAD has been processed to his MasterCard ending in 8490. The reference number for this transaction is ***********************, which ******************** can verify with his bank.

  
  For future reference, we kindly ask travelers to reach out to our frontline agents through our official Expedia website instead of using ******* The number provided by the traveler has been forwarded to our security team for review and necessary action.

  
  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 response

  09/18/2024

   
  Complaint: 22241131
  
  I am rejecting this response because:

  I booked the reservation the day prior, not day of. There was plenty of time to catch the error before I had arrived for check-in. 

  Expedia's website does not have the customer service number on it. When I asked the virtual customer service agent why the customer service number was so difficult to access, she explained it was due to security reasons. Expedia deliberately made the number difficult to find. As a result, I reject the implication that this was my fault for calling the only number I was able to find. Given how stressful issues with accommodations/traveling can be, Expedia should make accessing customer support very clear and easy. 

  Lastly, while I am happy to have my money returned, I do not feel it is adequate for reconciliation. I was sold a room that wasn't available and was informed at the last minute. Due to Expedia deliberately making their customer service number difficult to find, I contacted and shared my information with people impersonation Expedia. This caused a great deal of stress and embarrassment as I was informed so late that I had to stay at the bride and groom's lodge. When airlines overbook a flight, they compensate the customer for ruining their vacation. 

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

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On August 6, 2024, I booked a hotel stay in **************** for November 25, 2024 - November 30, 2024 through Expedia.com. I specifically chose the fully refundable option to protect myself from losing money should my plans change (in which they did). On September 2, 2024, I tried changing the reservation on the website without any success. Next, I contacted Expedia customer service by phone and was told by the representative that the reservation was non-cancelable and nonrefundable, but, as a courtesy they would let me change the reservation for over $400. I explained that this was unacceptable as the booking is supposed to be fully refundable until November 22, 2024 as stated on the reservation confirmation. The rerepresentative still insisted that the reservation was noncancelable and nonrefundable. After not getting anywhere with this representative, I asked him to leave the reservation as is. I was worried that if I canceled the reservation I would lose the $784 deposit that I paid for the booking. I contacted Expedia customer service the next day, hoping that maybe a different representative would be more helpful. The representative I spoke to on September 3rd basically said the same, the reservation is nonrefundable and non-cancelable. However, when I asked to cancel the reservation, she said, as a courtesy, they would give me a credit. I asked the representative to leave the reservation as is and ended the call. It clearly states on the reservation that it is "fully refundable" until November 22, 2024. I don't understand what I missed. I wasn't aware that "fully refundable" could mean any other than "fully refundable".

  

  Business response

  09/22/2024

  RE: Expedia US/ Case # SF - 03449462 
  
  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 Wendy (BBB case number ******** regarding the cancellation of hotel reservation.  
  
  We understand that Ms. ***** is seeking a free cancellation due to being unable to amend the booking date. Our records indicate that on August 6, 2024, Ms. ***** self-booked a hotel reservation using the Expedia Mobile App, under itinerary **************. The hotel was booked for check-in on November 25, 2024, at *************** for 5 nights. The total cost of the reservation was ******** USD, with payment due directly to the hotel upon check-in. 
  
  Upon receiving this complaint, we reviewed our records pertaining to Ms. Wendys reservation and found that the cancellation policy was refundable. Any cancellations or changes made after 6 PM local time on Friday, November 22, 2024, are subject to a hotel fee equal to 50% of the total reservation amount. 
  
  Based on the information above, the cancellation is still within the penalty-free period. Therefore, if Ms. ***** decides to cancel the reservation, there would be no charge for the cancellation.
  
  We understand that system errors or incorrect information may occur at times. If Ms. ***** was officially charged after canceling this reservation, please provide us with the relevant bank statement showing the charges, and we will assist with the refund. 
  
  Additionally, Ms. ***** can complete the cancellation process herself either through the virtual agent or by logging into the itinerary 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,  
  ***** **** *** Lin 
  Global Traveler Resolutions Team  
  Expedia.com 

  Customer response

  09/24/2024

   
  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.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a flight through expedia for $684.90 for a trip next may. I realizedI I booked on the wrong day and needed to reschedule. Expedia advertised that I could cancel the flight and receive full flight credit but when I canceled they told me that when I booked it, it was non refundable through the airline. I spoke with a customer service *** and they acknowledged that the system generated AI was at fault but they could not help me in my specific instance. The problem is that the money went to icelandair but expedia's system generated AI is at fault. They even fixed the bug on their website when I checked today.

  Customer response

  09/23/2024

  Complaint ******** Hi, my complaint has been resolved with the company. Feel free to close this case!

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I BOOKED A flight from ******* to ******* on Expedia.ca with travel insurance. I realized later that the booking was reversed so I reached out to "Expedia" to either get the dates fixed or cancel the flight for a full refund. Upon reaching out to Expedia, I was told that the ticket is in the hands of Air Canada so there is nothing they can do about it even with the insurance active. I reached out to Air Canada and was told that the best person to help me is the travel agency which is Expedia. I would like a full refund for my ticket.

  

  Business response

  09/17/2024

  Sep 17, 2024
   
  Better Business Bureau 
  Expedia.ca Mid-Western and ************
  Complaint Department
   
  RE: Expedia Case Ref:- SF- 03449346
   
  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 are responding to the consumer complaint from ********************************* (BBB case number ********) a flight refund. 
   
  Upon investigation, I found that on August 13, 2024, ********************** booked a flight under itinerary ************** from ******* to ******* with Air Canada, departing on September 10, 2024.

  
  On September 3, 2024, ********************** contacted Expedia requesting to change or cancel the flight with a refund. Our frontline team reached out to the airline, but the refund was denied due to their policy. The fare booked was a basic economy fare, which is non-refundable and non-changeable. I also contacted the airline to explore the possibility of a refund or credit, but the ticket had already been revoked, leaving it with zero value. As a result, the airline regrettably denied the refund request.

  
  We understand this situation may be frustrating, but as intermediaries, we must adhere to the airline's policies. Unfortunately, We am unable to accommodate his refund request. We sincerely apologize for the inconvenience and our position on this matter 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

  09/17/2024

   
  Complaint: 22236507
  
  I am rejecting this response because:
  

  I do not understand how the ticket was revoked without my knowledge or approval. I also did not give my approval for the ticket revocation. I paid insurance for the ticket and had the right to have it cancelled. I attached the policy when I filed the complaint.

   

  I unfortunately cannot accept this resolution.
  Sincerely,
  
  *****************************

*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. ↩