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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/29/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
This complaint is related to a hotel stay I booked with Expedia over two years ago. Specifically, tied itinerary to #**************. We had to cancel our trip and the hotel that was booked for March 2020 due to COVID-19. I had to file a BBB complaint back in 2020 for this same itinerary in order to get Expedia to apply a credit on my account for the cancelled reservation (original BBB complaint ********). They issued a coupon for the full reservation amount that could be applied to a new reservation, but Ive now tried to use that credit to book a new reservation and cannot do so because they sent the coupon code to the wrong email address. Ive called multiple times to rebook a new reservation and the agents tell me they cannot do it, that I need the coupon code. The latest call in July, they said they would send to their back office to research and email me at the correct email address. This has been over three weeks ago and no word back. I simply want to rebook or get a full refund.Business response
08/05/2021
Dear Better Business Bureau,
It has been my pleasure to assist with Case #********. Our findings and resolution to the case are listed below.
I see that a voucher has been released under this itinerary number.
The email address you mentioned and the email address listed under this account do not match.
We would like to hear if the guest has a different email address so we can help with this booking.
Thank you for bringing this matter to our attention and allowing us a change for resolution.
Kind regards.
Global Customer Resolutions Team
Customer response
08/05/2021
Complaint: 15707499
I am rejecting this response because: I realize that the email addresses do not match. That has been the crux of this latest issue. I simply want the voucher code sent to the correct email address which is: ********************** When I have called the service center requesting that this be done, they state that it has to be sent to their back office for processing and then I never receive a response.
Sincerely,
*****************************Business response
10/14/2021
Hello Better Business Bureau,
Due to the customer's continued dissatisfaction, the case has been thoroughly reviewed again.
We have to send to the email on the account that can only be changed by the customer by logging on to our website.
The coupon was placed on that account and the customer must use that email to log into the account.
Based on the facts of this case, we have no additional information to provide regarding this complaint and we are not able to proceed with any refund for this booking.
Kind regards,
Jalen B.
Global Customer Resolutions TeamInitial Complaint
07/29/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I made a purchase through Expedia for an excursion in Mexico back in March of 2021. On the day of the event we were suppose to be picked up by said the company and taken on our activity. We waited in the lobby as they asked for over and hour and and no one showed up. We called later and they mention they were running late. The activity was an hour away and we would miss the departure of the catamaran with the time they would get to us. We called Expedia and told them about the situation and they are yet to give a refund. It’s been months and they have no answers. The company now wants to refund us only $57 but we paid $162 and I refused to accept fault as they did not hold their end of the deal.Business response
08/05/2021
Dear Better Business Bureau,
It has been my pleasure to assist with Case #********. Our findings and resolution to the case are listed below.
We would like to help with this case, however the email you send us does not match with the one in the account.
We need to receive the email that the booking was made with for privacy reasons.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Kind regards,
Global Customer Resolutions Team
Business response
10/22/2021
Dear Better Business Bureau,
It has been my pleasure to assist with Case # ********. Our findings and resolution to the case are listed below.
Findings:
I can confirm that this reservation was created on February 21, 2021 via website for arrival on March 26, 2021 for an activity Cancun Sailing. At the time of booking, the customer agreed to the following cancellation policy:
Refundable: Cancellations and changes: You can cancel free of charge until 24 hours before your reservation starts. After that time, no cancellations, changes or refunds will be made.
Vouchers are non-transferable.
No shows are 100% Non-Refundable. An additional surcharge of 15 USD per person for marine park fee is payable on the day of your activity.
Customer care was not able to refund for the fact they could not get a refund for the vendor.
Conclusion/Resolution:
We have decided to refund the amount of $162.00 that will be sent back to the original form of payment. This was done as a one time courtesy and will be returned in 3 to 5 business days.
We would like to offer our apologies for any inconvenience this may have caused the customer.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Best Regards,
Jalen B.
Global Customer Resolutions TeamCustomer response
10/22/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* ********
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Contact Information
1111 Expedia Group Way W
Seattle, WA 98119-1111
Business hours
Today,8:00 AM - 4:30 PM
MMonday | 8:00 AM - 4:30 PM |
---|---|
TTuesday | 8:00 AM - 4:30 PM |
WWednesday | 8:00 AM - 4:30 PM |
ThThursday | 8:00 AM - 4:30 PM |
FFriday | 8:00 AM - 4:30 PM |
SaSaturday | Closed |
SuSunday | Closed |
Customer Complaints Summary
8,491 total complaints in the last 3 years.
2,084 complaints closed in the last 12 months.