I made a reservation for a room at G.G.Tibet Inn in Burlington, VT, on June 29, 2015 through Expedia. The reservation is for August 8, 2015, for two nights. After I made the reservation Expedia sent me a confirmation showing the price and when I can cancel if need be. The date I am allowed to cancel this room is June 28, 2015, one day before I made the reservation. There was no mention anywhere that this reservation is non-refundable!
I called Expedia and explained what I thought was an error three times, but first they told me to call the hotel and then that they have to obey the hotel's policy. I called the hotel, but the owner said to call Expedia. Each of them blames the other and I am in the middle just paying for their dishonesty! I called the hotel twice, and I found out from the owner that he refunds everything if cancellation is done the same day before 3PM, so Expedia has no reason to blame the owner for his policy.
At first I just wanted to have that cancellation date changed because it seemed an error, but at this point I want to just cancel my entire reservation, as this business does not seem honest to me. Now they want to charge me $169.76 for the cancellation! On Better Business Bureau's page there is another complain about Tibet Inn and the hotel owner's answer is: "As per our policy, which is very fair, the cancelation prior to 3 PM of the arrival date... is refundable". Why am I charged such a fee by Expedia when I wanted to cancel more than a month in advance? Expedia is a very dishonest company. Awful!! They out me on wait for ever and then they do not solve any complain.
I called expedia.com on February the 7th 2014 to book a reservation to Colorado Springs Colorado. the representative book me a flight and hotel for myself and four other, at the end of the booking she asked me had I received the email and I told her no she said she was going to record my itinerary as she read it, said she would need a recorded message from me showing that I agreed with my itinerary.and she began to read she said you will arrive in Denver at 3:04 I immediately stopped her and said no ma'am I'm supposed to be going to Colorado Springs please do not send me to Denver I'm supposed to go to Colorado Springs. she says oh I'm sorry it is Colorado Springs I just did not say it right . (all this is being recorded).
when I looked at my itinerary on the 8th it said your colorado springs Itinerary hotel said colorado springs. On the 13th I received an email from expedia if I would like to rent a car from denver it made me go back again and look more in depth at my itinerary only to find out that she keyed in denver.I called them and explain that their representative had made an error on my itinerary the supervisor Mike told me that he would have to wait til Monday when the manager came in and review the audio from my itinerary.when Monday came I call back and they said they had not listened to the audio and they would call me when they did.
I got a call back on Tuesday which was 5 days later from Mike the supervisor he said they had listen to the audio and they did find that the representative had made an error and that I would from this point on be talking to Jamie who was a manager and she would take care of me from there.Jamie came on the phone she immediately apologized to me for the era.Jamie said she heard me and representative say Colorado Springs so many times on the recording, and that she was going to fix my reservation so that I will get a plane to Colorado Springs and not Denver.
Jamie gave me several reservations to pick from so she and I pick one out and she told me that she would book them then come back to the phone and record again and send me an email when she came back to the phone she gave me some more options she said that the lady (Ms, Collin)would not sign off on it and asked her to find a cheaper way. so for five and a half hours Jamie presented options to Ms. Collins only to be turned down then Ms. Collin's told Jamie to end the call and that Expedia would not correct the mistake.I ask to speak to Ms. Collins. She came on the phone and she was very rude.miss Collins told me that she decided that she was not going to fix this problem because I should have found the mistake that her representative made earlier.she then went in the computer and blocked it so no one else could change her decision.I lost so much in this situation that I can't begin to list all of the areas that I lost.
In my opinion --Worst Company in the world. They even try to hide their phone number on their website so you can't accesss them. They are illegally charging credit cards before flights are confirmed.
I will never ever use EXPEDIA again and if the actual airlines don't lower their prices ill take a train, bus, or drive.
This booking was done via the Expedia web site. We had a Late Arrival due to travel / traffic difficulties.
When we got to our room the Mildue Mold Smell is very strong. I immediately asked for a different room. My request was refused. I called Expedia they did not resolve the room issue and did not provide an alternative hotel. I booked a new hotel for the following day and told Expedia tha I was checking out in the morning.
As we settled in to make it through the night more discoveries:
Feet stick to floor in certain spots of the carpet. A Bug / cockroach fell onto the floor when my wife pulled back the covers. In the morning the Hot Water Flow is just above a trickle, the sink backed up, 1/2 of the shower head jets were plugged.
Expedia Failed to help resolve issues and bill remains for 2nd day.
This is a racket: Bill $50.00 / Night for a $20.00 room. Double book the same room the next day when the discusted guest leaves. The hotel now makes $150.00 a night for a roach infested swamp. This Hotel needs to clean up or be condemed/shut down.
If you ever need to get a refund from Expedia because of an unexpected trip cancellation, good luck! My family and I were scheduled to visit Grand Bahia Principe Jamaica All Inclusive, from Sat. 7/12/2014 thru to Thur. 7/17/2014 using US Airways. This was booked through Expedia. Unfortunately, my 17 year old daughter had emergency surgery on 7/11/2014 they day before our trip and therefore we had to cancel. After a week of countless hours on the phone with their absolutely atrocious customer service department, I'm became extremely frustrated trying to get a refund for my trip. I sent a complaint to their online complaint form and you won't believe what it said. Here's a direct quote:
"We are truly sorry for the inconvenience this matter has caused you. We are unable to process refund requests via e-mail correspondence. In situations like this, it is imperative that we have you on the line while we research further on the case. As much as we would like to assist you with your concern, there are processes that we are restricted to do via e-mail correspondence. Please call us and have your itinerary number handy."
Not only did I not get a vacation that I already I paid for, but I’ve also incurred a tremendous amount of frustration trying to communicate with this company.
The following is a letter I sent certified to the CEO of Expedia (certified with confirmed receipt 7-21-14 1:27PM)). Today it is 7/25/2014 and still no response back from the CEO. As you read the letter below, you will see what I had to go through to attempt to get a refund. Conclusion? There is no convenient way to cancel a trip with Expedia. Don't Ever Use Expedia!
As you read the following letter, please put yourself in my shoes and ask yourself if you would ever use Expedia again for your family travel needs. Allow me to enlighten you on the most incredibly horrific customer service experience I have just received with your company.
My family and I booked a vacation package through Expedia and were scheduled to visit Grand Bahia Principe All Inclusive resort in Jamaica, from Saturday 7/12/14 thru Thursday 7/17/14 flying via US Airways. Unfortunately, my 17 year old daughter experienced a life threatening event and had to undergo emergency surgery on Friday 7/11/14, the day prior to our scheduled trip. While we were waiting for her operation, I attempted to cancel our trip on 7/11/14 by calling Expedia. Have you ever tried calling your own 877-787-7186 number? It’s quite a painful experience to say the least!
After 40 minutes of waiting to get someone live, I finally reached a woman on the line but unfortunately I didn't think to capture her name. She said she canceled my flight, but when attempting to call the Bahia Principe resort, the line dropped and I got disconnected from the call. Regretfully, your specialist never called me back even though she had my phone number from the itinerary number I provided. I had to call again and wait another 30 minutes to someone live. I finally reached Mandy Banks. She claimed my flight wasn't canceled by the previous person and that she had to do it again. She put me on hold and after 5 attempts to call the resort, she came back on the line and said the resort phone line was busy and she couldn't get through. She said not to worry, her supervisor would call the next day, 7/12/14 (the day we were supposed to arrive) and they would get it canceled for me. Since I called on 7/11/14, she said there should be no problem with a full refund.
On Monday 7/14/14 I called Expedia once again to find out status. After 20 minutes of wait time, I finally reached Kean. She said the supervisor never called the resort on 7/12/14. Kean then placed me on hold and attempted to call the resort. Once again, no answer. She decided to send an email to the sales manager of Bahia Principe, Amoi Leon. She gave me the email address so I could send a copy of our doctor’s note to the resort sales manager which I did. She told me to wait 48 hours then call Expedia to get the final resolution. I asked her why she couldn’t call me so I can avoid the long wait time trying to call into Expedia and she claimed that wasn’t their policy.
On Wednesday, 7/16/14 I called Expedia as instructed. Care to take a guess what happened when I placed the call? Yes, another painful 30 minutes of waiting to get through. I spoke to Poni. She also attempted to call the resort to find out what was going on. Apparently the sales manager wasn’t in yet. Poni informed me that the resort manager would return in 30 minutes and told me to call Expedia back in 30 minutes. I asked her why she couldn’t call me back instead to avoid the wait time. Once again, she told me it wasn’t Expedia’s policy. It was then that I asked to speak to her supervisor. While trying to find one and after being placed on hold for another 15 minutes, the line disconnected and I received a dial tone.
As I painfully waited for 30 minutes to pass before calling back, I received a phone call from an Expedia supervisor named Zaria. She informed me that the email address that Kean sent on Monday was a wrong email address. There should have been a hyphen between the bahia and principe after the @ sign. She asked me to resend the email from Kean and send another email including the doctor’s note, which I did. Zaria told me she would follow up and that she would either call me back later in the day or send me an email notifying me of the resolution from the resort. Can you guess what happened next? Nothing! No response from either Expedia or the resort.
At this point, one might ask why I didn’t try calling the resort myself. The reason is simple. It’s not a toll free 800 number. It would have cost me $.43/minute to call Jamaica and therefore not a viable option. After all, I booked through Expedia and I would expect Expedia to help me resolve my issue. Adding to my misery is the fact that I am being penalized by the airline $200 per person ($600 total) for a trip my family never took.
Additionally, US Airlines claims that I have to use the ticket credit by March (when I purchased the tickets) not by 7/12/2014 when I planned on taking the trip. Therefore, it’s not really a 1 year credit from my trip date. Not only did we not get to enjoy a vacation that we already paid for, we have also incurred additional costs on top of what we paid for our trip not to mention the inherent medical expenses forthcoming.
Since I attempted to cancel within a 24 hour window and the fact that my daughter was hospitalized in an emergency room undergoing a serious operation on the day prior to my trip, I would expect that you would honor a full refund without any taxes, penalties or fees. Enclosed you’ll find a copy of the note from the surgeon who performed her surgery.
As of today, Thursday 7/17/14 (almost a week after my attempted trip cancellation) there is still no resolution to getting either a full refund from the resort or at minimum, a credit to use the resort for a future trip. No one from either the resort or from Expedia has followed up to address my concerns.
I assume that the name of your company comes from the word “expedient” which according to Merriam-Webster means: providing an easy and quick way to solve a problem or do something. Sorry, but your company doesn’t even come close to this definition. Expedia has provided only a minimal amount of effort to help us navigate through a scary, difficult and painful family situation. My experience with Expedia has shown me that you have an absolutely horrific and callous customer service department.
Your company is no doubt arrogant when it comes to good customer care. You are conveniently quick to take someone’s money for a trip, but you make it extremely painful to get it back especially when a life-threatening event forces a trip cancellation. The extreme wait time when trying to get a live person on the phone and the fact that there’s no way to email a complaint to someone who will listen is downright customer service abuse.
So let me ask you, do you think our complaint is justified based upon our experience with Expedia? Is this the quality of service we should expect from your company in the future? Would you accept this type of customer service yourself? If you were us, would you book another trip through your company? I presume not!
In closing, I’m still waiting patiently for a resolution from Expedia before I begin initializing a complaint with the BBB, State Attorney General, Rip Off Report, and various forms of social media! Unfortunately for you, I am not going to go away until you resolve this matter to my satisfaction.
Expedia, Inc. Reviews
I made a reservation for a room at G.G.Tibet Inn in Burlington, VT, on June 29, 2015 through Expedia. The reservation is for August 8, 2015, for two nights. After I made the reservation Expedia sent me a confirmation showing the price and when I can cancel if need be. The date I am allowed to cancel this room is June 28, 2015, one day before I made the reservation. There was no mention anywhere that this reservation is non-refundable!
I called Expedia and explained what I thought was an error three times, but first they told me to call the hotel and then that they have to obey the hotel's policy. I called the hotel, but the owner said to call Expedia. Each of them blames the other and I am in the middle just paying for their dishonesty! I called the hotel twice, and I found out from the owner that he refunds everything if cancellation is done the same day before 3PM, so Expedia has no reason to blame the owner for his policy.
At first I just wanted to have that cancellation date changed because it seemed an error, but at this point I want to just cancel my entire reservation, as this business does not seem honest to me. Now they want to charge me $169.76 for the cancellation! On Better Business Bureau's page there is another complain about Tibet Inn and the hotel owner's answer is: "As per our policy, which is very fair, the cancelation prior to 3 PM of the arrival date... is refundable". Why am I charged such a fee by Expedia when I wanted to cancel more than a month in advance? Expedia is a very dishonest company. Awful!! They out me on wait for ever and then they do not solve any complain.
Ruxandra Iliescu
I called expedia.com on February the 7th 2014 to book a reservation to Colorado Springs Colorado. the representative book me a flight and hotel for myself and four other, at the end of the booking she asked me had I received the email and I told her no she said she was going to record my itinerary as she read it, said she would need a recorded message from me showing that I agreed with my itinerary.and she began to read she said you will arrive in Denver at 3:04 I immediately stopped her and said no ma'am I'm supposed to be going to Colorado Springs please do not send me to Denver I'm supposed to go to Colorado Springs. she says oh I'm sorry it is Colorado Springs I just did not say it right . (all this is being recorded).
when I looked at my itinerary on the 8th it said your colorado springs Itinerary hotel said colorado springs. On the 13th I received an email from expedia if I would like to rent a car from denver it made me go back again and look more in depth at my itinerary only to find out that she keyed in denver.I called them and explain that their representative had made an error on my itinerary the supervisor Mike told me that he would have to wait til Monday when the manager came in and review the audio from my itinerary.when Monday came I call back and they said they had not listened to the audio and they would call me when they did.
I got a call back on Tuesday which was 5 days later from Mike the supervisor he said they had listen to the audio and they did find that the representative had made an error and that I would from this point on be talking to Jamie who was a manager and she would take care of me from there.Jamie came on the phone she immediately apologized to me for the era.Jamie said she heard me and representative say Colorado Springs so many times on the recording, and that she was going to fix my reservation so that I will get a plane to Colorado Springs and not Denver.
Jamie gave me several reservations to pick from so she and I pick one out and she told me that she would book them then come back to the phone and record again and send me an email when she came back to the phone she gave me some more options she said that the lady (Ms, Collin)would not sign off on it and asked her to find a cheaper way. so for five and a half hours Jamie presented options to Ms. Collins only to be turned down then Ms. Collin's told Jamie to end the call and that Expedia would not correct the mistake.I ask to speak to Ms. Collins. She came on the phone and she was very rude.miss Collins told me that she decided that she was not going to fix this problem because I should have found the mistake that her representative made earlier.she then went in the computer and blocked it so no one else could change her decision.I lost so much in this situation that I can't begin to list all of the areas that I lost.
In my opinion --Worst Company in the world. They even try to hide their phone number on their website so you can't accesss them. They are illegally charging credit cards before flights are confirmed.
I will never ever use EXPEDIA again and if the actual airlines don't lower their prices ill take a train, bus, or drive.
DO NOT USE EXPEDIA
This booking was done via the Expedia web site. We had a Late Arrival due to travel / traffic difficulties.
When we got to our room the Mildue Mold Smell is very strong. I immediately asked for a different room. My request was refused. I called Expedia they did not resolve the room issue and did not provide an alternative hotel. I booked a new hotel for the following day and told Expedia tha I was checking out in the morning.
As we settled in to make it through the night more discoveries:
Feet stick to floor in certain spots of the carpet. A Bug / cockroach fell onto the floor when my wife pulled back the covers. In the morning the Hot Water Flow is just above a trickle, the sink backed up, 1/2 of the shower head jets were plugged.
Expedia Failed to help resolve issues and bill remains for 2nd day.
This is a racket: Bill $50.00 / Night for a $20.00 room. Double book the same room the next day when the discusted guest leaves. The hotel now makes $150.00 a night for a roach infested swamp. This Hotel needs to clean up or be condemed/shut down.
Don't Ever Use Expedia!
If you ever need to get a refund from Expedia because of an unexpected trip cancellation, good luck! My family and I were scheduled to visit Grand Bahia Principe Jamaica All Inclusive, from Sat. 7/12/2014 thru to Thur. 7/17/2014 using US Airways. This was booked through Expedia. Unfortunately, my 17 year old daughter had emergency surgery on 7/11/2014 they day before our trip and therefore we had to cancel. After a week of countless hours on the phone with their absolutely atrocious customer service department, I'm became extremely frustrated trying to get a refund for my trip. I sent a complaint to their online complaint form and you won't believe what it said. Here's a direct quote:
"We are truly sorry for the inconvenience this matter has caused you. We are unable to process refund requests via e-mail correspondence. In situations like this, it is imperative that we have you on the line while we research further on the case. As much as we would like to assist you with your concern, there are processes that we are restricted to do via e-mail correspondence. Please call us and have your itinerary number handy."
Not only did I not get a vacation that I already I paid for, but I’ve also incurred a tremendous amount of frustration trying to communicate with this company.
The following is a letter I sent certified to the CEO of Expedia (certified with confirmed receipt 7-21-14 1:27PM)). Today it is 7/25/2014 and still no response back from the CEO. As you read the letter below, you will see what I had to go through to attempt to get a refund. Conclusion? There is no convenient way to cancel a trip with Expedia. Don't Ever Use Expedia!
Letter to CEO of Expedia sent 7/18/14:
July 17, 2014
Subject: Expedia Complaint RE: Itinerary # 1717xxxxxxxx
Reference Case ID: S-794xxxxx
Dear President & CEO,
As you read the following letter, please put yourself in my shoes and ask yourself if you would ever use Expedia again for your family travel needs. Allow me to enlighten you on the most incredibly horrific customer service experience I have just received with your company.
My family and I booked a vacation package through Expedia and were scheduled to visit Grand Bahia Principe All Inclusive resort in Jamaica, from Saturday 7/12/14 thru Thursday 7/17/14 flying via US Airways. Unfortunately, my 17 year old daughter experienced a life threatening event and had to undergo emergency surgery on Friday 7/11/14, the day prior to our scheduled trip. While we were waiting for her operation, I attempted to cancel our trip on 7/11/14 by calling Expedia. Have you ever tried calling your own 877-787-7186 number? It’s quite a painful experience to say the least!
After 40 minutes of waiting to get someone live, I finally reached a woman on the line but unfortunately I didn't think to capture her name. She said she canceled my flight, but when attempting to call the Bahia Principe resort, the line dropped and I got disconnected from the call. Regretfully, your specialist never called me back even though she had my phone number from the itinerary number I provided. I had to call again and wait another 30 minutes to someone live. I finally reached Mandy Banks. She claimed my flight wasn't canceled by the previous person and that she had to do it again. She put me on hold and after 5 attempts to call the resort, she came back on the line and said the resort phone line was busy and she couldn't get through. She said not to worry, her supervisor would call the next day, 7/12/14 (the day we were supposed to arrive) and they would get it canceled for me. Since I called on 7/11/14, she said there should be no problem with a full refund.
On Monday 7/14/14 I called Expedia once again to find out status. After 20 minutes of wait time, I finally reached Kean. She said the supervisor never called the resort on 7/12/14. Kean then placed me on hold and attempted to call the resort. Once again, no answer. She decided to send an email to the sales manager of Bahia Principe, Amoi Leon. She gave me the email address so I could send a copy of our doctor’s note to the resort sales manager which I did. She told me to wait 48 hours then call Expedia to get the final resolution. I asked her why she couldn’t call me so I can avoid the long wait time trying to call into Expedia and she claimed that wasn’t their policy.
On Wednesday, 7/16/14 I called Expedia as instructed. Care to take a guess what happened when I placed the call? Yes, another painful 30 minutes of waiting to get through. I spoke to Poni. She also attempted to call the resort to find out what was going on. Apparently the sales manager wasn’t in yet. Poni informed me that the resort manager would return in 30 minutes and told me to call Expedia back in 30 minutes. I asked her why she couldn’t call me back instead to avoid the wait time. Once again, she told me it wasn’t Expedia’s policy. It was then that I asked to speak to her supervisor. While trying to find one and after being placed on hold for another 15 minutes, the line disconnected and I received a dial tone.
As I painfully waited for 30 minutes to pass before calling back, I received a phone call from an Expedia supervisor named Zaria. She informed me that the email address that Kean sent on Monday was a wrong email address. There should have been a hyphen between the bahia and principe after the @ sign. She asked me to resend the email from Kean and send another email including the doctor’s note, which I did. Zaria told me she would follow up and that she would either call me back later in the day or send me an email notifying me of the resolution from the resort. Can you guess what happened next? Nothing! No response from either Expedia or the resort.
At this point, one might ask why I didn’t try calling the resort myself. The reason is simple. It’s not a toll free 800 number. It would have cost me $.43/minute to call Jamaica and therefore not a viable option. After all, I booked through Expedia and I would expect Expedia to help me resolve my issue. Adding to my misery is the fact that I am being penalized by the airline $200 per person ($600 total) for a trip my family never took.
Additionally, US Airlines claims that I have to use the ticket credit by March (when I purchased the tickets) not by 7/12/2014 when I planned on taking the trip. Therefore, it’s not really a 1 year credit from my trip date. Not only did we not get to enjoy a vacation that we already paid for, we have also incurred additional costs on top of what we paid for our trip not to mention the inherent medical expenses forthcoming.
Since I attempted to cancel within a 24 hour window and the fact that my daughter was hospitalized in an emergency room undergoing a serious operation on the day prior to my trip, I would expect that you would honor a full refund without any taxes, penalties or fees. Enclosed you’ll find a copy of the note from the surgeon who performed her surgery.
As of today, Thursday 7/17/14 (almost a week after my attempted trip cancellation) there is still no resolution to getting either a full refund from the resort or at minimum, a credit to use the resort for a future trip. No one from either the resort or from Expedia has followed up to address my concerns.
I assume that the name of your company comes from the word “expedient” which according to Merriam-Webster means: providing an easy and quick way to solve a problem or do something. Sorry, but your company doesn’t even come close to this definition. Expedia has provided only a minimal amount of effort to help us navigate through a scary, difficult and painful family situation. My experience with Expedia has shown me that you have an absolutely horrific and callous customer service department.
Your company is no doubt arrogant when it comes to good customer care. You are conveniently quick to take someone’s money for a trip, but you make it extremely painful to get it back especially when a life-threatening event forces a trip cancellation. The extreme wait time when trying to get a live person on the phone and the fact that there’s no way to email a complaint to someone who will listen is downright customer service abuse.
So let me ask you, do you think our complaint is justified based upon our experience with Expedia? Is this the quality of service we should expect from your company in the future? Would you accept this type of customer service yourself? If you were us, would you book another trip through your company? I presume not!
In closing, I’m still waiting patiently for a resolution from Expedia before I begin initializing a complaint with the BBB, State Attorney General, Rip Off Report, and various forms of social media! Unfortunately for you, I am not going to go away until you resolve this matter to my satisfaction.