ComplaintsforExpedia.com

• Initial Complaint

  09/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made reservations at the *************** in *********** and the room was not how it was displayed on the website. I wanted to cancel my room and book somewhere else but I was told that I wasn't able to cancel and rebook. I paid to much money for my trip which was my honeymoon trip to have to stay in a place where the ceiling was leaking water the toilet didn't flush the windows didn't lock. The room was just unsanitary. Expedia wasn't trying to do anything to help me out with getting my room canceled so I book somewhere else. I would like a full refund on my room that I paid for because it was not as described. My wife had to book US at another hotel because the room wasn't right. I would like a full refund for my room for the days that I booked because I didn't stay in the room. I have pictures which I will be sending to expedia myself so that they can see that room had alot of problems and the manager wasn't trying to do anything about it. They were trying to make me pay for some wine that I never agreed on buying but was just asking a question about.

  

  Business response

  10/08/2024

  October 8, 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 responding to the consumer complaint from Mr. ******** ****** (BBB case number ********) regarding a hotel reservation. 
  
  Our records indicate that on 04 Sep 2024 Mr. ******** ****** booked a hotel stay at The Pelican Poshtel for 4 nights, checking-in on 22 Sep 2024, as a part of package booking to ************, under Itinerary no 72912361459669.
  
  We understand that Mr. ******** ****** has requested full refund of the hotel part of the package highlighting multiple issues at the property.
  
  We are sorry to know that Mr. ******** ****** had a unpleasant experience during their stay.
  
  Upon receiving this request, we contacted the hotel partner seeking clarification on the issues and subsequently requested full refund.
  
  As per the response from the hotel partner, they have confirmed that the reservation was fully used, hence denied offering any refund. They have also confirmed that Mr. ******** ****** was offered a complimentary upgrade to a room with a king bed.
  
  The hotel partner has mentioned there is an outstanding balance of $250 for decoration and champagne requested by Mr. ******** ******.
  
  We are sorry to inform that we would not be able to offer any refund against the said reservation as the hotel partner has denied and Expedia being an intermediary is bound to adhere to the policies imposed by the suppliers like hotel partner in this case.
  
  As a goodwill, I have added $150 One Key Cash to the Expedia account of Mr. ******** ****** for future use and request him to refer to the website for terms and conditions associated with them.
  
  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

  10/08/2024

   
  Complaint: 22331274
  
  I am rejecting this response because: the room was not as it appeared and my wife had to go and book us another hotel. We never stayed at the Pelican because of the conditions.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased flights tickets for me an someone I was dating at the time Im currently a domestic violence victim by him an Im seeking a full refund for the other party (******* ******) ticket

  

  Business response

  09/27/2024

  27 Sep 24
  
  
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
  
  
  RE: BBB 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 ******** **** for Itinerary(s) ************** regarding a refund request for her flights tickets booked with Jetblue on 25 Feb'24 along with a hotel reservation with property *******************************, ********
  
  
  Our records indicate, that the reservation was booked to start the travel on 3rd July through 7th July'24. Ms. **** contacted our frontline to cancel the hotel first however, the hotel reservation was under the cancelation window hence, the frontline took approval from property and this was approved. Therefore, our team processed a full refund for hotel booking. On the same day, Ms. **** also got her flights canceled that was booked for two passengers, ******** and *******. Upon cancelation, the frontline informed that there will be no refund but only credits for the tickets will be given as per airline policy and these credits will be valid to use till 25th Feb'25 only on Jetblue flight.
  
  
  Furthermore, Ms. **** contacted our frontline again on 30th August stating that her mother passed away and so she couldn't use any of the flights and need refund of the tickets. The frontline was checking the policy and the call disconnected and we couldn't connect with her upon calling back.
  
  
  On the same day, she contacted again and spoke with another agent and informed that she is suffering from rat poisoning and so she is not sure whether she'll be able to travel. Ms. **** also informed about her mother passing away and so we asked from her to send the death certificate because we had to forward the same to airline in order to request refund of the non-refundable tickets however, Ms. **** denied to provide the same.
  
  
  Upon receiving this complaint, we reviewed the entire case and found that as per the policies, the tickets are non-refundable and only credits have been given to use and complete the travel before 25th Feb'25. In case Ms. **** is looking for refund due to her mother passing away, we would request that she send a death certificate along with the proof of relationship so we can forward the same to airline while applying for refund as an exception. Under normal scenarios of the ticket conditions, only credits are allowed for both the tickets.
  
  We appreciate Ms. ****** understanding in this matter. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  
  
  Sincerely,
  ***** *****
  Global Traveler Resolutions Team

• Initial Complaint

  09/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was given a partial refund.I want a full refund for my hotel stay due to the false information provided by Expedia's site.Purchased:Jul 6, 2024 ***************** Check-in:9-***** Check-out:9-***** Bungalow, Ocean View This is a Tourist Trap!Upon entry, there is a sign stating No outside food or drinks on the ************ food onsite or starve!The room should've had a queen bed,2 twins,&a futon.The room had a queen,a futon no blanket,& a dusty alcove where the beds should have been.Ocean view was covered w/ trees.The site says blackout curtains.Nope!EXPEDIA's site said there would be a dryer.Nope,just a closet with mops&brooms.They have you write your credit card info on a piece of paper.I've had my info stolen that way. A TV wasn't working,but when I went back to the bar/check-in area to let them know,she said she forgot the TV didn't work.Then the other lady said there's no cable.None of this was listed on EXPEDIA or their website.They ignored me&just kept cracking open beers&eating chips.We traveled all day from the US&then from the ********** daughter&I were in an unknown place, in the dark&in the middle of nothing but trees.I decided to settle because we were so tired.There was another sign that read Orchid Bay Beach Owners Assoc, doesn't assume liability for loss,theft,injury (death) to persons,or their property.I knew we had to go because this sign said many bad things.The wash rags were full of holes.The casita behind ours could watch us shower&disrobe.There was another sign next to the pool with prices to swim.$10 for adults &$5 for kids.I wouldn't have chosen this place if it was presented as a personal group renting out rooms.The casitas are owned by the Orchid Bay Beach Owners Assoc, but the pool, dock,&restaurant/bar aren't.The pictures on Expedia are photoshopped.There is no sand.Just rocks&crumbled, dried dirt.This is not a resort.The hotel refused to refund my money,so I booked a $215 taxi&went to another hotel 3hrs away.

  

  Business response

  10/02/2024

  October 03, 2024
  
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
  
  Expedia Case # SF - 03552997
  
   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 refund request for her at stay ***************** due to the experience she had. 
  
  Our records indicate on July 06, 2024, Ms. ******** booked a package reservation under itinerary ************** departure ******, **, ************* and stay was booked at ******************

  We are sorry for the experience Ms. ******** had. After receiving this request, we contacted the property to request a refund and were able to secure it for her stay. We have processed a full refund ****** USD to the original payment method, a **** card ending in 8749. It might take 7-10 working days to reflect in Ms. ********* account. Additionally, our support team has already offered Ms. ******** $151.88 worth of OneKeyCash. Ms. ******** can find more details about OneKeyCash here:  **************************************************************************************.

  Furthermore, we thank you for allowing us the opportunity to address the issues. we have escalated this to the relevant teams to make sure that the necessary actions have been taken and this does not happen with anyone else. we appreciate Ms. ********** understanding in this matter. If Ms. ******** have any further questions or concerns regarding this matter, please feel free to contact us.

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

  
  

  Customer response

  10/02/2024

   
  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

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was needing to cancel a single ticket on the reservation and the entire reservation was cancelled. At this point flights have tripled in cost and I'm being asked to pay the difference and pay a re-booking fee of $99. Their system have gone so far left to try and be virtual that allow for things like this to happen only for the company to wash their hands and put the cost back on the consumer. I spoke with two agent through their virtual chat and did multiple chats just to try and get a customer service number. Once I finally spoke with a supervisor, *****, they first said they would assist with getting the reservation back then it was at an additional $700+ per person. This is unacceptable. When you deliberately set up your website to be as difficult to use as possible, what distinguishes you from a scammer? Calling on the phone took about *********************************** person plus the additional time it took to find the number to call. They (Expedia) should have all this information more readily available and for sure adding back the "Contact Us" information tab on their site with different ways to reach them including phone numbers. After being on the phone with them for over 4 hours, I have a one way ticket instead of round trip; which is still questionable because I have yet to receive a confirmation of this. Expedia at this point should come with a warning label that says "If we can scam you and get away with it we will". ****** learned the hard way I guess. Ideally I would like my original reservation back or a matching roundtrip flight at no extra cost so I don't have to make a 12+ hour drive back home. But knowing what I know now, I will probably just get laughed at with some 'sorry you feel this way' response. Please investigate this company and put them out of business.

  

  Business response

  10/02/2024

  02 October 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 responding to the consumer complaint from Ms *** ********* (BBB case number ******** ) regarding a package booking.
  
  Our records show that Ms. ********* booked a package reservation with **************, including a hotel stay at ******** by Marriott **************************, under Itinerary ************** for a total of ******** USD. We understand that Ms. ********* is requesting to reinstate her flight due to the reservation being canceled for all travelers.
  
  After thorough research, we found that Ms. ********* contacted our support team on August 26, 2024, and was informed about the airlines policy of providing future travel credit with a penalty of ***** USD for one of the travelers. Later, on September 24, Ms. ********* connected with our virtual agent and canceled the flight reservation. Before the cancellation, she was informed that the credit would apply to all travelers, and upon her confirmation, the flight booking was canceled.
  
  Further, On Sep 24, Our support team shared the fare difference for reinstating the roundtrip flight for 3 travelers but MS. ********* decided to book a one way trip without paying an additional cost and same has been booked.  Additionally, each traveler received a remaining credit of ***** USD, which can be used with ************** or by contacting Expedia referencing Itinerary **************. The credit must be used to book and complete travel by September 24, 2025.
  
  In addition for the reference, the *** for the one way trip is 2RQQ59 and Delta airline confirmation is JPMGVH.
  
  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

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a plane ticket on Expedia.com travel. When I went in to confirm my reservation they told me I didnt have a reservation even though I paid the $609.90.The said that happens sometimes. WHAT??? So the only way I could get a flight was to pay the current price for the flight which was over $400 more for two passengers. This must be a scam. They said they had my ticket on hold for the original price, even though on their website it listed our reservation as booked.

  

  Business response

  09/30/2024

  30th Sep 2024
  
  Better Business Bureau
  ******, ******, 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 booking. We understand Ms. *********** is requesting a refund for their Delta flight.
  
  Upon further research, we are unable to locate an Expedia account related to the Ms.Kliethermes complaint. We respectfully request that Ms. *********** provide us with the email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address Ms. *********** concerns.
  
  If you have any further questions or concerns regarding this matter, please feel free to contact us.
  

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

• Initial Complaint

  09/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We made a reservation through Expedia 9/20-9/22 for the ******** in **********, ** a week prior to travel. We got to the hotel at 11:30pm and found out that the reservation was not kept. We then had to spend a time checking other local hotels for a vacancy. They were all booked, so we had to drive another 40 minutes to another city to find a hotel. Expedia refunded our money, but we had to pay for a more expensive hotel and spend time in the middle of the night trying to find a place.

  

  Business response

  09/27/2024

  27 Sep 24
  
  
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
  
  
  RE: BBB Case #******** 
  
  
  Dear Better Business Bureau,
  
  
  Thank you for taking the time to contact Expedia Group regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  
  Expedia group is responding to the consumer complaint from Mr. ******* ********** for Itinerary(s) ************** regarding his hotel stay at property ************** & Conference Center ***********
  
  
  Our records indicate that this reservation was booked on 13th September for 2 nights from 20th - 22nd September'24. Since Mr. ********** must have not got the room in the hotel, he contacted our frontline on 21st September to complaint about this. We contacted property and have processed full refund of the reservation on the same day. However, the hotel booking protection plan wasn't refunded back then and was refunded on 23rd September to the same card which was used to book the reservation.
  
  
  We understand that Mr. ********** is not happy with the experience and had to book an expensive hotel due to the overbooking at **************. We're sorry for this experience and the feedback has been taken to work immediately on this so that our future travelers don't face the same situations.
  
  
  Additionally, we request Mr. ********** to send us the proof of the new booking along with the receipt to validate the amount for the further compensation in this matter. The requested information will help us to appropriately address Mr. ************ concerns.
  
  
  If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  
  Sincerely,
  ***** *****
  Global Traveler Resolutions Team

• Initial Complaint

  09/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Expedia informed me I would receive a refund because I wanted to rebook (not cancel) a hotel reservation. I was completely blocked by a Tier 1 support agent who wouldn't honor the original decision and refused to escalate my case.I booked a nonrefundable hotel on July 17th, 2024 - I immediately reached out to customer support to cancel the transaction. I had meant to book at the refundable rate and swiftly contacted Expedia to rebook. This reservation was $565.22. I messaged Crizel via chat, who called the hotel for me. She then told me the hotel asked her to send them an email in order to proceed. When I point-blank asked her, "Does that mean they'll refund me?" She told me that once the hotel waived the penalty, I would receive my refund. At no point did she say that the refund was rejected or still under consideration - only that the hotel needed her to send an email in order to authorize the refund. I even asked her if I should immediately rebook the hotel at the refundable rate, to which she said it I could if I wanted to. It appeared to me during this conversation that everything would be sorted out and that I just had to wait for the refund to process.I did not receive the refund and reached out again on 7/21. ******* claimed that the hotel had not authorized my refund, and kept repeating the existing policy for some reason, even though this issue revolved around an EXCEPTION to the policy. When I asked ******* to clarify where Crizel communicated that I might not get a refund, he was unable to. When I asked him to redirect me to a superior multiple times, he refused and continued to state that that no such process existed.******* tried to make it seem as if I was never assured a refund, but why would Crizel say ONCE they waive the penalty? At no point did she say "If" or "they'll make a decision." Also, there's no way she would have told me I could rebook if she thought I might not get a refund? I wasn't even trying to cancel, this is insane.

  

  Business response

  09/30/2024

  30 September 2024 
  Better Business Bureau 
  
  ******, ****** & ***********************;
  Complaint Department 
  
  RE: Expedia/ Case ID: ********
  
  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 22326037)regarding the refund request for a hotel reservation due to customer error under itinerary number **************. We are sorry for the trouble caused to you. 
  
  We would like to inform Ms. ** that a full refund of ****** USD has been processed in her original form of payment on 25 September 2024. The refund will be reflected within 5 to 7 days.
  
  Please feel free to reach out if you have any further questions or need assistance. 
  
  Sincerely, 
  ****** Buttan 
  Global Traveler Resolutions Team

• Initial Complaint

  09/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a reservation via Expedia on 9/15, renting a car at Sixt. Sixt refused to rent me the car when I was picking it up, because the **** at the counter said no companies would accept an Interim Drive License. ( I recently moved, and updated my address with California DMV; The acutal card takes about 2 weeks to be shipped, but I do have to travel for business now. I have a solid answer onsite at the **** where **** tell me I hold equal rights by having the interim driver license & a regular driver license) They were wrong, because not only I rent with Fox before, but I was also able to rent with ***** right after Sixt turned me down.The *** at Sixt told me they can cancel the reservation and refund me, but they have to reach out to Expedia first, because the reseravation is made via Expedia. I am ok with it, so I put down my ****************** number as requested onsite, and walked away. The next day I got an email from Sixt saying the cancellation was successful, but the Expedia sent another saying refund is not available.Any Inconsistency between employees **************** regulation policy is the fault of the business owner's (their lack of ability with training). I should not be the one been held up by it.

  

  Business response

  09/28/2024

  28 September 2024 
  Better Business Bureau 
  
  ******, ****** & ***********************;
  Complaint Department 
  
  RE: Expedia/ Case ID: ********
  
  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 22323542)regarding the refund request for a hotel reservation due to vendor poor service provided under itinerary number **************. We are sorry for the trouble caused to you. 
  
  We have reached out to SIXT car rental regarding an exception for a full refund. I am pleased to inform you that they have approved the refund as a one-time exception. Our support team processed a refund of ****** USD on September 24, 2024, to ********* original form of payment. The refund will be reflected within 5 to 7 days.
  
  Please feel free to reach out if you have any further questions or need assistance. 
  
  Sincerely, 
  ****** Buttan 
  Global Traveler Resolutions Team

• Initial Complaint

  09/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Expedia is refusing to refund a cancel fee when the car rental place is the reason for the cancel. Upon arriving to my location, I found out that the car rental place didn't have a car. They just like to take reservations and if there is a car there, you are lucky. I was stuck in ****** and had to reserve in order to look for a car, but upon arrival or after the reservation I learned there actually no cars so the rental place cancelled HOWEVER, Expedia is refusing to refund the cancel fee and I want this fee refunded AND all the interest to my card. Budget rental cancelled my reservation because they lied and said cars were available. EXPEDIA learn to do better research before charging someone AND teach your customer service **** not to lie and say there are rental cars available when they are not so you don't have to erroneously charge a customer that has to then waste their time getting money back you all STOLE.

  

  Business response

  09/27/2024

  27 Sep 24
  
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
  
  RE: BBB Case #********  
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia Group regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  Expedia group is responding to the consumer complaint from Ms. ******** ******* (BBB case number ********) regarding a refund of her Budget car rental cancelation fee which she claims was charged by Expedia.
  
  Upon further research, we are unable to locate an Expedia Itinerary related to Ms. ********* complaint. We respectfully request that Ms. ******* provide us with the itinerary number and the email address used to book the reservation. We also request Ms. ******* to confirm and let us know about how much has she been charged by Expedia for this cancelation. The requested information will enable us to appropriately address Ms. ********* concerns.
  
  If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  ***** *****
  Global Traveler Resolutions Team

• Initial Complaint

  09/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ok , so I ordered car rental from expedia with extra insurance just to be safe .I have a wife with a 2 year old .I payed for the extra insurance just to be sure.But when I came to sixt they specifically said that they do not recognize expedia extra insurance...I had to buy more insurance on the spot .I will share some screen shots of the expedia insurance AG with even their own number policy number and my name,it seems it doesn't exists.

  

  Business response

  09/29/2024

  29th Sep 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 responding to the consumer complaint from *********************** (BBB case number ********) regarding itinerary number 72790283338272.
  
  According to our data, Ms. ********e made a 6-day reservation for a car rental with Sixt; the pickup and drop-off dates were set for September 8, 2024, and September 14, 2024, respectively. Additionally, Ms. ******** had bought the insurance as well.

  After reviewing the query with BBB that Ms. ********e had paid $538.77 more when they arrived. I spoke with Sixt car rental, and they told me they couldn't help me because it was a completed reservation. They have given me the phone number of their customer service department, which is ***********. Ms. ********e should call this number and inform them that she has purchased insurance but was requested to pay an additional amount. They will assist Ms. ******** in resolving this matter.
  
  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
  

*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. ↩