ComplaintsforExpedia.com

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  MARCH 28TH, 2024 WE BOOKED FOR **************, AND DUE TO COMPLICATIONS IN OUR BOOKING, EXPEDIA TOLD US THEY WOULD CANCEL WE HAD OT MAKE THE BOOKING AGAIN WHICH WE DID, AND AFTER WE FOUND OUT THEY DOUBLE BILLED US FOR THE SAME STAY AND CHARGED MY AMEX AND MY SISTER AME FOR SAME CHARGES DOUBLE BILLING. THEY TOLD US IT IS THE ***** RESPONSIBILITY IN ******, YET THE CHERGES WERE ALL EXPEDIA, NOT THE *****; WE NICELY ASKED FOR A REFUND OF ONE OF THE DOUBLE BILLING THEY GAVE US NOTHING BUT EMOTIONAL STRESS AND FINANCIAL PROBLEMS AS WE NEEDED OUR MONEY TO LIVE OUR LIFE.

  

  Business response

  07/18/2024

  July 18, 2024
  Better Business Bureau 
  Expedia, ******, ****** & ******************
  Complaint Department
  
  RE: Expedia Case ********/ BBB case ********
  
  Dear Better Business Bureau, 
  
  Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ********************************************* 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 refunds of the hotel reservations booked with *****************************, ********* 
  
  Upon reviewing the complaint we found *********************** contacted our frontline team but didnt get a satisfactory response. Therefore, we have reviewed the case and found on March 28, 2024 *********************** initiated to cancel the entire trip, due to which the virtual agent canceled both the components (Hotel & Flight) of the reservation. Considering the non-refundable policy of the hotel, a refund of the hotel reservation was not provided for the itinerary ************** by the virtual agent. 
  
  Furthermore, for the claims made by *********************** that one of our Expedia agent contacted her and advised to book the reservation again, we were unable to validate this information with the provided call recordings and our records. One of our chargeback team member called *********************** to get the consent if she wants to keep the reservation or to cancel it since she raised the chargeback. 
  
  Upon further review , we found it was informed to *********************** that a refund of the itinerary ************** will be processed in amount of USD *******, however the refund failed since she raised the chargeback with her bank. In this instance, we cannot process any refund. Therefore, we request her to contact her bank to get further clarifications on the refund.  
  
  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
  Expedia Group

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Refund requested within 24 hours Email says free cancellation until pick up Expedia contacted and responded:Hello ******,We wanted to follow up after our last conversation, where you asked us to reach out to the car rental to see if refunding your fee was possible.Unfortunately, after multiple tries, we weren't able to obtain an approval from Dollar Car Rental for the refund waver. This means the current rules and restrictions for your booking apply and a refund can't be granted.We're really sorry about this; we always try to contact suppliers and advocate for our travelers in these situations. Car rentals often have strict policies around refunds, and there's nothing more we can do in this case.Please let us know if you have any additional questions in the meantime we're here for you and want to ensure you have a good travel experience.Regards,**************** Expedia US Travel Team

  

  Business response

  07/17/2024

   

  July 18, 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 the rental car reservation under itinerary number **************. We understand **************** is seeking a refund for her rental.
  
  We reviewed our records and it appears that the itinerary confirmation that was sent to **************** had the information that 'this rental is eligible for free cancellation until pickup'.
  
  Further, due to this content error on our website, I have processed the refund of ****** USD will be processed to her MasterCard ending in 4896 in 7-10 business days.
  
  Furthermore, due to the site error, I have also added One Key Cash for ****** USD to your Expedia account. Please find the Terms and Conditions for the One Key Cash on the link below:
  
  ************************************************
  
  If you have any further questions or concerns regarding this matter, please do not hesitate to contact us.
  
  Sincerely,
  ********
  Global Travel Resolutions Team

  Customer response

  07/18/2024

   
  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

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 25, I paid for a car rental with Sixt because the information on Expedia said I was able to rent using my debit card. Immediately after making the purchase, I noticed that the rental policy said I required a credit card. I called Sixt to verify the information and I was told this was correct. The rep at **** said they would not allow me to rent the car and I should cancel. In cancelling the reservations, I was charged a $100 cancellation fee. I called Sixt back to see if I could recieve the $100 back since I cancelled within the same hour that I reserved and the cancellation was under the recommendation of them. They told me I had to call Expedia to request the refund and Expedia would communicate with them - I am not able to put the request directly to Sixt. I called Expedia and explained everything, including that I wouldn't have rented from Sixt if Expedia's site had not said I could rent using a debit card. I have called three times since May 25, trying to recieve any word on the issue. The first time I was told that the request was sent to the wrong email address. The second and third time I was told I needed to call back 72 hours to see if there's any updates. The third call I made to Expedia was three weeks into waiting and that rep said I would receive email updates on the progress. The emails were coming every day, but they're generic and only say they're waiting to hear back from Sixt. The last generic email Expedia sent me was June 5. I haven't heard back since. I can't get a straight update from Expedia and when calling Sixt, they don't see any coorespondences from Expedia.

  

  Business response

  07/18/2024

  18 July 2024
  Better Business Bureau
  
  ******, ****** & ******************
  Complaint Department
  
  RE: Expedia.com/Case ID: ********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia.com 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 the refund for the car rental reservation under itinerary number 72834300981059.
  
  Kindly note that we have made efforts to reach out to the car vendor (SIXT) regarding an exception for the refund. Fortunately, they have granted approval for the cancellation fee, which amounts to ****** USD. I have successfully processed the refund to your original form of payment, and it should reflect within 7 to 10 working days.
  
  In light of your loyalty and the inconvenience caused, I have credited **************** registered account with ***** USD One Key cash. She can find details on redeeming this reward by reviewing the terms and conditions at the following link: ************************************************************.
  
  Please feel free to reach out if you have any further questions or need assistance.
  
  Sincerely,
  *************************
  Global Traveler Resolutions Team

  Customer response

  07/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I see the OneKeyCash credit, thank you. I'm still waiting for the $100 refund and I understand that it can take 7-10 business days. Once I see the refund in my account completed, I will be satisfied with the resolution. I appreciate the response and I'm hoping that escalating through BBB isn't necessary every time. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our Expedia reservation of house rental had triple booking and we could not stay the paid reservations.Our budget has much over priced because of the replacement hotel room and extra transportation fee and extra 6 hours to spend time to claim and start over to looking forward new location during the work.Refrigerate food has damaged and frozen food has discard.

  

  Business response

  07/17/2024

  July 18, 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 traveler. We appreciate the Better Business Bureau (BBB) allowing us time to address the comments and concerns brought to our attention. 
  
  Expedia is responding to the consumer complaint from *********************** (BBB case number ********) regarding a reservation. 
  
  Upon further research, we are unable to locate an Expedia account related to ****************** complaint. We respectfully request that ************** provide us with the email address used to book the reservation, and the itinerary number. The requested information will enable us to appropriately address ****************** concerns. 
  
  If you have any further questions or concerns regarding this matter, please feel free to contact us.

  Regards,

   ***************************

  Global Traveler Resolutions Team

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a hotel stay at ************************************** on 7/10 for a stay on 7/11- 7/13. I also paid $7.95 for the Travel Insurance. I called the hotel today to check my reservation and the clerk said they had no air conditioning. I called Expedia to cancel at 7:15pm on 7/10 and spoke to ***** and he stated he could cancel the reservation but it would be a $250.00 fee. I told him no that not only did the reservation clearly show that it was a free cancellation until 11:59pm on 7/10 but I also bought the travel insurance. He repeatedly stated that the insurance only covered medical and then hung up the phone on me without letting me finish or canceling my reservation. I would like a full refund as I followed the rules and am not staying at this hotel and am due the refund. Thank you

  

  Business response

  07/18/2024

  July 18, 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 a hotel reservation. 
  
  Our records indicate that on July 10, 2024, ******************************* booked a hotel stay at ***************** ******************** for two nights, checking-in on 11 Jul 2024, under Itinerary number ************** along with the insurance.
  
  We are sorry to know that about the experience was less than satisfactory while connecting with our frontline team intending to cancel the said reservation.
  
  We have tried to find the call records as described by ******************************* in her complaint, but could not find any, hence we request ******************************* to share the phone number she dialed to connect with our frontline team so that we could investigate it further.
  
  Further referring to the cancellation request, our records indicate that on July 11, 2024, booking was cancelled by one of our frontline agents and as per the policy, ******************************* would not be charged for the hotel part as it was under free cancellation window when cancelled.
  
  The insurance part of the booking was also cancelled with full refund of $15.69, towards the card ending in 0911, that was used while booking and as per the policy, refunds reflects in the account within 7-10 business days from the date it was processed.
  
  Since the hotel part was booked with a pay-later payment option where property charges the card directly, hence no refund would reflect as ******************************* wont be charged for this booking, as mentioned.
  
  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
  

• Initial Complaint

  07/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I booked an experience through Expedia.com, on the day of the experience, the provider cancelled on me. Expedia assured me that I will get my refund, however, they are now refusing to do so. I have contacted them multiple times and provided proof that the provider has cancelled on me, the provider emailed them as well asking them to issue the refund. I spoke with a supervisor named ************ (ID ****** on July 10 around 2:40PM PST. **** accused me of not showing up to the activity by assuming that information, and when I asked for him to review the documents, he insisted that there is nothing he can do. In addition, I asked **** to provide me his supervisors name but he said he was the only supervisor and only manager at Expedia, which makes no sense given how big the company is.

  

  Business response

  07/17/2024

  July 18, 2024
  
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
  
  Expedia Case # SF - 03169462
  
   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 the canceled activity. 
  
  Our records indicate on May 25, 2024, ******************** booked an Activity with Dubai Ballooning for 2 adults under itinerary 72838989377001. 

  Upon receiving this request Considering the situation, we have processed a refund of ****** USD to the original form of payment on July 17,2024, to **** card ending in 0746. Please note that it might take 7-10 working days for the refund to reflect in ************************ account.

  In light of the experience ******************** had, weve also added $60 USD worth of OneKeyCash to ************************ account. the details for OneKeyCash found here ************************************************************************************** . 

  We thank you for allowing us the opportunity to address the issues that were brought to our attention. 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. I appreciate your 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

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked a trip to sunscapes puerto plata through expedia. Expedia moved us to another resort and we're assured the resort was comparable to the original booking (resort closed prior to our booking). New resort was NOT comparable. Very poor experience. Ran out of food. Paid for vip.service and it was not. Shared concerns with expedia upon our return. After 13 calls to customer service multiple chats via internet with expedia rep I am told the resort will not reply to request for partial refund so I could take $300 per booking (one booking was for 1 room for 3 night for $723 and other booking was for 3 rooms for 7 nights each for $4000). So "refund of 41% for the small reservation and refund of 7% for the large one. Finally talked to supervisor after 13th call and was told this was all they could do since I did not call from the resort in the ****************** so they wouldn't do anything else. Resort opened to locals and occupancy tripled Thursday to Monday and the quality of service went really down hill. Totally ran out of food etc. This is unacceptable cusot.er service and if the hotel they moved is to is a partner how.can they not get an answer.? This is unacceptable business practice and is super frustrating. Expedia did not honor their original booking and sent us to a sub par resort for the same price with no option other to take or leave their unacceptable (for the larger booking only) compensation.

  

  Business response

  07/18/2024

  18 July 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 hotel reservation under itinerary **************/ 72731844030650. 
  
  We are sorry to hear that ************************ experience at the hotel was not pleasant. According to our records, on January 8, 2024, a traveler made a 3-room hotel reservation at ********************* with an all-inclusive check-in date of June 17, 2024, for a 7-night stay worth ******** USD. Under itinerary 72731844030650
  
  Other itinerary: ************** hotel reservation at *********************, All Inclusive check-in date: June 17, 2024, for 3 nights worth ****** USD. We understand ******************** is requesting a refund due to the to the closure of Sunscape ************, All Inclusive, and offered another hotel stay at *************************, which was not a satisfactory experience for the traveler.
  
  Post trip traveler had contacted us few times for a refund of the reservation due to bad experience and had conversation with our GE online support for compensation. As per notes refund total of ****** USD process back to traveler Discover card ending with 9371. 
  
  Since traveler has already utilized the hotels for complete stay and compensation is already offer by our frontline agent. We are sorry to inform that we won't be able to accommodate full refund request raise by the ********************.
  
  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,
  Jamyang
  Global Traveler Resolutions Team

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a rental car through Expedia for a Hertz at ********************************. ***** employee told me they dont have anything available and since I booked thru Expedia, they need to fix this. Expendia is not able to negotiate or offer a replacement. I am just stuck at this location for hours and they want me book a new car that more expensive since its last min.

  

  Business response

  07/18/2024

  July 18, 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 car reservation. 
  
  Our records indicate that on July 09, 2024, Ms. ************************************************ booked a car reservation with ***** scheduled for 10 Jul 2024 for one day, under Itinerary number ************** and paid $84.88.
  
  We are sorry to know that the car vendor denied to have any car available for Ms. ************************************************* despite being a pre-paid reservation.
  
  Our records further reflect that Ms. ************************************************ has contacted our frontline team on the day of pick and the reservation was refunded in full amount of $84.88 towards the card ending in 9886 and as per the policy, the refund reflects in to the card within 7-10 business days.
  
  Further I request Ms. ************************************************* to kindly share the receipt of any alternate reservation she might have booked later as our frontline team offered an alternate booking but Ms. ************************************************ denied to book it due to the price difference.
  
  As of now I have added One Key Cash worth $50 to the Expedia account of Ms. ************************************************ and request her to refer to the website for terms and conditions associated with One Key Cash.
  
  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
  

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked through Expedia at tide pool villas in ************* ca for my daughters ucsb graduation. We were to stay June 15 through June 17 2024 and paid $1427.12. I was checking in at 3pm on june 15 at which time the wrong room was given. I immediately went to the front desk to speak to someone and I was asked to wait with my family in our car till they could get to us. After about an hour they did get us to a room of the correct size. Unfortunately it was a dangerous and awful room. I again immediately went to the front desk and this time called Expedia to find out what could be done. Long story short I was told nothing could be done as nothing else was available l. It was graduation weekend and Fathers Day. So it was busy. When speaking to Expedia I was told to please be patient and stay We went to dinner then arrived back to the location where there was a lady in front of our door aiming with a beer picking weeds. I was very taken by this. We went inside to get ready for bed and when showering it was a disaster. The bathroom was not only filthy but dangerous with open electrical plugs in the bathtub. I contacted Expedia and again was told there was nothing they could do. They tried calling the hotel and got no answer. I was told to stay by Expedia. I again contacted Expedia as the toilet became clogged and there was No one in the premises to help. And again Expedia told us the be patient and stay. We had to go buy a plunger in order to fix the toilet. The whole experience at tide pool villas was breathtaking. The advertising done by Expedia for this location is completely false. Everything detailed on Expedia about this location is false.Upon leaving on the June 17 no one was on premises to speak to. There was a sign that said on break. I have emailed made phone calls sent text message and mailed a letter with NO response from the hotel. I have contacted Expedia with No help. I habe been told I stayed so there is no refund. I am requesting a full refund

  

  Business response

  07/21/2024

  22 July 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 with 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 bookings.

  
  Our records indicate that ****************** made a reservation through Expedia for a Pay at ************** stay from June 15th to June 17th, under the itinerary number **************. We understand ****************** is requesting a refund due to issues encountered with the cleanliness of the property.

  
  Upon investigation, it was found that ****************** contacted an Expedia representative on July 15th to discuss issues related to cleaning and the room amenities. We are sorry for the hassle ****************** experienced. We contacted the hotel on behalf of ****************** to request a refund, but the hotel adheres to their non-refundable policy. As a third-party intermediary between our travel providers, such as Tide Pool Villas, and our customers, ******************** is unable to process any refund.

  
  We have shared this feedback with our team to prevent such instances in the future and enhance the travel experience. It was determined that on June 19th, an Expedia representative credited ****************** Expedia account with one key of cash worth 250 USD. Since the booking was paid later, it may take up to ***** days for the amount to reflect in the Expedia account. ****************** can review the terms and conditions at the provided link:

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

   

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

  Customer response

  07/21/2024

   
  Complaint: 21970680
  
  I am rejecting this response because you have the responsibility to offer hotels the uphold the cleanliness and safety of customers. It is your responsibility to ensure when a family books through you that you know what they are offering. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I tried to book hotel for ********************************* on Expedia for 7/13/24-7/16/24. I repeatedly attempted and transaction would not go through. I never received confirmation of purchase. My husband reserved room separately since my reservation did not go through. I was not aware of any charge or booking as I have never received confirmation nor email. I was notified by hotel today 7/10/24 that i have 2 reservations. They initially gave me Expedia Reservation # ********* but i was not able to access any info with Expedia to cancel. I called hotel back and this time they provided Conf # *********. I again attempted to cancel with this and was not successful. I am not able to access any info online or by phone. no info is linking to a reservation. I need this cancelled. It never went through, and charge pending should be removed immediately. Please and Thank you for your assistance. I cannot recall the amount charged, and i do not have any email to confirm amount listed is unconfirmed

  

  Business response

  07/17/2024

   

  July 18, 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 the hotel reservation under itinerary number **************. We understand **************** is seeking a refund for her reservation at ****** ******* by ******* under the Expedia itinerary **************. 
  
  We reviewed our records and it appears that the itinerary confirmation email as well as the cancelation confirmation email was sent to ****************' registered email by Expedia.
  
  Further, upon our records, I can confirm ****************' reservation was canceled by the supplier on July 11, 2024. The refund of ****** USD will be processed to her **** ending in 6132 in 7-10 business days.
  
  If you have any further questions or concerns regarding this matter, please do not hesitate to contact us.
  
  Sincerely,
  ********
  Global Travel 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. ↩