February 7, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on January 28, 2017, Mr [redacted] booked a one-night stay at the Howard J [redacted] from January 28, 2017, through January 29, According to Mr [redacted] complaint, he was subjected to dissatisfactory customer serviceHe stated that a new account was created for him during booking although he already had an active accountHe requested that all of the points that he had accumulated over the years be restored by combining his accounts and that someone contact him We have reviewed our records and based on our documentation, we spoke with his regarding the matter on January 28, The representative who assisted him with booking, misspelled Mr [redacted] email address and created a new account as a resultOur notes mention that we offered compensation but, Mr [redacted] disconnected the callOn February 7, 2017, we attempted to reach Mr [redacted] via telephone unsuccessfully Please offer our apologies for the inconveniences and frustrations that Mr [redacted] has encounteredIt is never Expedia's intent to mislead or to cause inconvenience to our clients, and we are sorry that Mr [redacted] feels Expedia has done so Again, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Corporate Correspondence Team
June 25, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationOur records indicate on December 11, 2014, the customer booked a package reservation which included a flight reservation along with a hotelAccommodations were at the [redacted] All Inclusive from May 13, 2015, to May 23, We understand from the complaint, the customer is requesting a refundUpon receipt of the Revdex.com submission, we have verified the customer contacted Expedia stating that upon her arrival at the hotel, the hotel had been closedExpedia was unaware of this situation and after further investigation it appears no-one was informed by [redacted] according to website reportsWe ask the customer to please accept our apologies in regards to their recent experienceExpedia strives to provide a high level of customer service, and it’s disheartening when one of our vendors does not work to meet that goal as wellOn May 28, 2015, the customer contacted Expedia and was offered a $Travel Coupon which was provided to Ms [redacted] accountIt is documented that she accepted the compensationAs the hotel stay was fully utilized and we cannot find any error on Expedia’s part, we are unable to issue additional compensationWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service
June 2, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Mr [redacted] is requesting Expedia exchange the flight datesOn May 17, 2016, we received the receipt of the Revdex.com complaint Our records reflect on September 27, 2015, the customer self-booked a package reservation for [redacted] ***, [redacted] and [redacted] ***, using Expedia.com Travel was on United Airlines, departing April 16, 2016, from StLouis, Missouri to Boston, Massachusetts; returning on April 19, 2016, from Boston, Massachusetts to StLouis, MissouriThe hotel stay at the Boston Hotel Buckminster, chedate April 16, 2016, check-out date April 19, Also included is the travel protectionThe customer is stating, they had to cancel the reservation and were advised of a flight creditThe customer is stating that they have contacted Expedia several times to rebook using the flight credit; however the new tickets have not been confirmed Upon further researching this matter, we can confirm on May 15, 2016, the customer contacted Expedia, wanting to rebook using the flight credit for only [redacted] and [redacted] ***The customer wanted the new dates for May 24, 2016, from StLouis, Missouri to Pensacola, Florida; returning on May 29, 2016, from Pensacola, Florida to StLouis, MissouriOur agent advised the customer the change fee would be $per person and any fare differenceThe customer understood and agreed to the fare amount While processing the exchange, our agent encountered an error and was able to place a temporary hold on the new ticketsOur agent advised the customer Expedia would contact him once the tickets were booked and confirmed On May 16, 2016, the customer contacted Expedia, inquiring about the new flightOur agent advised, the tickets were not booked as the price was now higher and needed to charge the customer the higher priceThe customer declined to pay the higher amount and requested a supervisorOur agent transferred the customer to a supervisor; however the customer was no longer on the lineOur supervisor did contact the customer; however only received a voice message The supervisor did leave a voice message for the customer advising to contact Expedia back On May 19, 2016, the customer contacted Expedia, requesting that we cover the additional amount for the higher fare priceOur agent was able to cover the additional amount and rebooked the new dates for May 24, 2016, from StLouis, Missouri to Pensacola, Florida with United Airlines; returning on May 29, 2016, from Pensacola, Florida to StLouis, Missouri with American Airlines In reviewing the account for the customer, Expedia can confirm the flight credit for [redacted] and [redacted] were used for the new flight dates for May 24, 2016, from StLouis, Missouri to Pensacola, Florida with United Airlines; returning on May 29, 2016, from Pensacola, Florida to StLouis, Missouri with American Airlines Since the issue was resolved on May 19, via our Expedia Customer Support Center, we consider this matter as closed We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because:Complaint: [redacted] I am rejecting this response because: Again, I believe what they are saying is not true I believe Expedia DOES NOT makes every effort to ensure that their customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing If you like I can provide another screen shot of the next page after you click on continue It will show the same guarantee which you can click on for details and it clearly states, "After hours standard cancellation policies apply." Which indicates that the details contained in the cancellation policy only need to be reviewed if you are concerned about cancelling after the hours Honestly, what good does the hr cancellation guarantee do for ANYONE, if when you do cancel, you are charged a large cancellation fee I needed to check a few more details before I finalized my trip, but they enticed me with no risk guarantee When I found out the date would not work I had to cancel Since Expedia is a third party(selling airline travel and hotels), and they are unable to make this promise (or guarantee), then perhaps they should not make it If they are claiming they have fine print somewhere taking this guarantee away, then I believe most reasonable people would find this dishonest or disingenuous Sincerely, [redacted] ***
October 3, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on August 24, 2016, [redacted] booked roundtrip flights from Medford, Oregon to Cabo San Lucas for travel January 15, 2017, through January 29, We understand from Ms [redacted] ’s complaint that she was charged for this booking but, she never provided the credit card number or the three digit security codeMs [redacted] says that she received her billing statement she discovered that she was chargedMs [redacted] also stated that she contacted our office and was informed that she booked the flights and that we were unable to offer a refund as a resultShe is now requesting a refund of $ We have reviewed Ms [redacted] ’s complaint and confirmed that she contacted our office on September 14, 2016, and stated that she did not book this reservationWe advised that a cancellation would not result in a refund, but she would receive an airline credit equal to the amount paid for each ticketWe advised that as Ms [redacted] acted on her own behalf as the travel arranger, she agreed to the Terms and Conditions of the bookingPlease note that Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersAmerican Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryExpedia does not have the ability to process a charge without the customer providing their credit card informationThe security code is not recorded so we cannot store it for a future purchaseWe hope you understand we must adhere to the policies dictated by the airlines We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
October 23, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding a hotel refund requestOn September 18, 2017, [redacted] self-booked two hotel room reservations onlineThe travel start date was October 14, and check-out date was set for October 16, [redacted] paid $by card (debit or credit card) and $using 35,Expedia pointsOn October 14th, the customer contacted Expedia by phone and then submitted his complaint through the Revdex.com claiming Expedia was at fault for booking Smoking roomsThe person at the hotel who has the ability to authorize refunds was not availableOn October 17th, Expedia was able to reach the hotel manager and was authorized to refund the customer one night of each of the two roomsThe amount authorized to be refunded was $per room (total $190.90) [redacted] was refunded the full amount he paid by card of $and was returned Expedia points [redacted] claims the Expedia system somehow booked smoking rooms instead of non-smoking rooms [redacted] is asking for $in compensation which he mentioned is the amount he paid for two non-smoking rooms at a different hotelUpon researching the customer’s complaint, we can confirm that [redacted] selected smoking roomsWhether the customer knowingly booked the room is unknownHowever, the room types he selected on September 18, 2017, was refundable until 4:PM local hotel time, Friday, October 13, This means [redacted] had approximately a month to cancel with a full refund if neededExpedia suggests that customer review the itinerary to make any corrections such as the issue [redacted] encounteredExpedia never changed the room typeAs you may know, Expedia.com acts as an independent agent for reservations for airlines, car rental companies, and hotelsWe are unable to change rules imposed by the hotel or provide credit for the lost value of the bookingWe do regret any inconvenience [redacted] has encountered in resolving this matterBased on the information provided above, Expedia considers this matter closedSincerely, Daniel A [redacted] Tier Customer Service
March 15, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you We understand form Mr [redacted] ’s complaint that he is unhappy with Expedia’s VIP programVIP Access is Expedia's premium hotel network that provides a special benefit to elite customers.Based on availability and their rewards status, elite customers receive certain +VIP benefitsMr [redacted] feels that we should be able to provide details of each amenity that is offered under each hotel associated with the program Members get exclusive prices and special deals on +VIP Access hotelsExpedia+ silver and gold members get even more bonus Expedia+ points just for booking a +VIP Access hotelSpecial amenities and services at select hotels, such as: - Free Parking - Spa Credits - Complimentary Food and Drink - Upgraded in-room Entertainment - Priority Che However, Expedia offers travel deals from time to time, which usually last for up to hoursIn addition, rates and availabilities are constantly changingThus, we cannot guarantee you will get the lowest/offered deal unless purchased and reserved Again, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Corporate Correspondence Team
June 27, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservation As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely, Tier Customer Service
September 21, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a reservation booked on Expedia.com As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service
June 1, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case [redacted] Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Ms [redacted] did not accept our response and/or resolution offered.Our records confirm that on March 20, the customer called customer service and canceled her hotel reservationDuring the call the agent successfully canceled Ms [redacted] ’s hotel reservation and processed a refund of $to the customers original form of paymentIf Ms [redacted] does not see the refund we advise that she contact her banking institution.Due to the flights being booked with Ethiopian Airlines Low Cost Carrier Expedia does not have access to the customers ticketsIf Ms [redacted] requests to change or cancel or use credit associated with the reservation we advise that she contact the airline directlyThis information was also provided in the terms and conditions prior to booking the reservation.We thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Hayden J [redacted] Corporate Customer Service
October 14, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mr [redacted] (Revdex.com case ID [redacted] ) regarding Best Price Guarantee submissionsOn October 14, 2016, Expedia processed a refund in the amount of $back to the customer’s original form of paymentThe time it takes to post the refund to the customer’s account depends on how quickly their credit card company processes refundsIn addition, the customer’s $Expedia Travel Coupon will be added to their account within to weeks after the qualifying travel itinerary has been completedWe apologize for any inconvenience the delay may have causedWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service
May 20, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case#O-*** Dear Revdex.com: Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt his concerns were not resolved adequately by our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request We understand Mr [redacted] has stated he was charged for a reservation that he did not process on the Expedia.com website On May 18, 2015, we contacted Mr [redacted] to acknowledge receipt of his Revdex.com complaint Our records indicate Mr [redacted] or an authorized user created a single use account on Expedia.com using the email address [redacted] @ [redacted] .comThere are no saved or booked itineraries in this accountDuring our call with Mr [redacted] , we attempted to search for any account activity using his profile information but we were unable to identify any booking processed on Expedia.com with the provided information Mr [redacted] was unable to confirm the credit card number associated with the charges; therefore, we were unable to research furtherWe regret Mr [redacted] ’ experience with Expedia is not as we would have hopedAt this time, we are not reflecting any charges by Expedia and unable to honor a request for a refund We encourage Mr [redacted] to pursue this matter further with his financial institution, who may then advocate further on his behalf by filing the appropriate notifications to ExpediaWe thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] ***Tier Customer Service
October 10, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted] ) regarding a flight reservationOn October 10, 2016, Expedia processed a one-time courtesy refund in the amount of $back to the customer’s original form of payment This amount represents the total charge indicated on the billing screenIf the customer has additional charges incurred, we request that they submit them through the Revdex.com website and we will review them upon receiptThe time it takes to post the refund to the customer’s account depends on how quickly their credit card company processes refundsWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service
June 22, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding a car reservation refund requestOur records show on November 20, 2015, Ms [redacted] self-booked an Expedia.com package reservation which included a car rental via booking number [redacted] , with a vehicle pick up date of May 27, in the amount of $for the car rental aloneWe understand from Mr***’s complaint, she was not aware that a credit card was necessary to pick up the vehicle at the car rental locationThe customer is requesting a refund of the additional amount billed by the car rental company due to Expedia not providing information regarding needing a credit cardUpon researching the customer’s complaint, we can confirm as of June 9, 2016, when Ms [redacted] brought this matter to our attention via social media, the case was researched and as a courtesy a refund in the amount of $was processed back to the original form of paymentExpedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience she has encountered in resolving this matterAs a refund has been given to the customer and the issue has been resolved to Ms***’s desired outcome, Expedia considers this matter closedWe thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Daniel A [redacted] Tier Customer Service
March 14, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on July 29, 2016, Mr [redacted] booked a six-night stay at the Dar Al Taqwa Hotel from June 18, 2017, through June 24, We understand from Mr [redacted] ’s complaint that he received a confirmation for this booking but, in early March of 2017, he received an email from the property that an error had been made regarding pricing and the new rate would be substantially higher than his original quoteMr [redacted] stated that he had contacted our office to address and had been informed that Expedia would honor the original price, but that he has not heard back from Expedia sinceHe is requesting that Expedia honor the original price and cover the increase Our records confirm that Expedia had reached out to the Dar Al Taqwa Hotel in early March and they advised that they were going to cancel the reservation because of a technical error that caused an incorrect rate to be generatedThey advised us that they were not willing to honor the original price After further review, we sent an email to Mr [redacted] on March 6, 2017, advising that we listened to the call between him and our representative and concluded that no error had been made on our endDuring the call, we confirmed that our representative informed that he would be contacting our liaison to determine what could be done, but did not agree to honor the price On Expedia.com, there are two types of hotels: those for which the customer pays Expedia directly, and those for which the customer pays the hotel directly For this booking the hotel was to collect from the customer upon arrivalPlease note that each of the companies with which we do business, establish their own rules and policies for cancelling reservationsWe are bound by these rules and policies and must adhere to them Again, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Corporate Correspondence Team
June29, BetterBusiness Bureau Alaska,Oregon & Western Washington ComplaintDepartment Re:Case ID O-***Revdex.comComplaint # [redacted] DearRevdex.com, Thankyou for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted] ***We understand the customer wasable to follow the suggestion of our previous response and contact an Expediaagent for assistance in cancelling her plane reservationsAswe mentioned earlier, all flight bookings must be agent cancelled with theairlines and cannot be done online by customers We will allow the agent the customer spokewith the time to provide the support emails she is expecting and will beclosing out this case Weapologize to the customer for the inconvenience this situation has caused Again, we thank you for allowing us theopportunity to re-address the issues that were brought to our attentionAsthis matter has been resolved, we respectfully request the Revdex.com close this caseonce the customer reports the matter finalizedIf you have any further questions or concernsregarding this matter, please feel free to contact us Sincerely,RoseanneG*** Tier– Customer ServiceExpedia,Inc
July 13, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Case ID O- [redacted] Revdex.com Complaint # [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted] We regret to hear that the customer did not accept our response and/or resolution offered As previously stated, our records reflect the hotel was sent the proper notifications Expedia received confirmation replies from the [redacted] in return The hotel did not, at any time, notify Expedia that they would not accommodate the customer’s itinerary, so as is procedure, Expedia sent confirmations to the customer Upon further research, it was verified on May 28, 2015, our Lodging Support Team did reach out to the [redacted] and reconfirmed that the reservation was valid and should be honoredHowever, the customer had already booked another reservation with the [redacted] Expedia does regret the inconvenience and frustration the circumstances caused our customer As the [redacted] is a vendor on our website, our Lodging Support Team was able to secure a refund for the difference paid On June 12, 2015, the [redacted] agreed to refund $of the fees paid by Ms [redacted] , back to her original form of paymentThe time it takes to post to her account depends on how quickly her credit card company processes refunds We thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier – Customer Service Expedia, Inc
Revdex.com: Hello, thank you for your helpThe receipt for the new hotel is attachedTo be clear, I am accepting Expedia's response as a reasonable next step (asking for the receipt), NOT as the final resolutionAlso, just to be clear, I do not doubt that the refund was given for the hotels I won't be using - my complaint is about how I now must pay a higher rate for lesser accommodations (one bedroom rather than two)Thank you to Expedia for your response and to Revdex.com for your mediation of this matter Sincerely, [redacted]
January 8, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a previously processed refundWe understand [redacted] is asking for the full refund to be processed and a change of refund policy.A purchase request was made on December 27, 2017, for a flight and hotel package by [redacted] , for two passengers, for flights from Minneapolis to Montego Bay on February 10, 2018, returning on February 16, 2018, and a Room, King Bed, Balcony, Ocean View (Concierge Level) with the [redacted] River Resort, All Inclusive, [redacted] - Adults Only for six nights with check in on February 10, 2018, for $3,414.86.Our records show [redacted] requested to cancel and refund the entire hotel and flight package on December 27, in the amount of $ 3,Regrettably the refund was not processed on that first callOn January 3, [redacted] S [redacted] called back about the refund, and the full refund of $3,was processed that day [redacted] S [redacted] continued to contact us multiple times on January 4th and 5th, 2018, requesting the refund to be processed at a faster rateThe time required for this particular refund to post to the credit card statement for [redacted] S [redacted] will vary based on the processing time of the credit card company which processes the transactionExpedia.com is able to submit the request to the credit card company within one business dayHowever the work in processing and posting the transaction is that of the Credit Card Company, and Expedia.com is unable to comment on or change their timing or policiesWe regret that the process was not completed sooner on our side We have already provided [redacted] S [redacted] with a future travel voucher to book a hotel or hotel package in their Expedia.com account, which will be valid for up to a year, and up to $towards the purchase priceWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely,Denise H [redacted] Corporate Customer Service
February 7, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on January 28, 2017, Mr [redacted] booked a one-night stay at the Howard J [redacted] from January 28, 2017, through January 29, According to Mr [redacted] complaint, he was subjected to dissatisfactory customer serviceHe stated that a new account was created for him during booking although he already had an active accountHe requested that all of the points that he had accumulated over the years be restored by combining his accounts and that someone contact him We have reviewed our records and based on our documentation, we spoke with his regarding the matter on January 28, The representative who assisted him with booking, misspelled Mr [redacted] email address and created a new account as a resultOur notes mention that we offered compensation but, Mr [redacted] disconnected the callOn February 7, 2017, we attempted to reach Mr [redacted] via telephone unsuccessfully Please offer our apologies for the inconveniences and frustrations that Mr [redacted] has encounteredIt is never Expedia's intent to mislead or to cause inconvenience to our clients, and we are sorry that Mr [redacted] feels Expedia has done so Again, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Corporate Correspondence Team
June 25, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationOur records indicate on December 11, 2014, the customer booked a package reservation which included a flight reservation along with a hotelAccommodations were at the [redacted] All Inclusive from May 13, 2015, to May 23, We understand from the complaint, the customer is requesting a refundUpon receipt of the Revdex.com submission, we have verified the customer contacted Expedia stating that upon her arrival at the hotel, the hotel had been closedExpedia was unaware of this situation and after further investigation it appears no-one was informed by [redacted] according to website reportsWe ask the customer to please accept our apologies in regards to their recent experienceExpedia strives to provide a high level of customer service, and it’s disheartening when one of our vendors does not work to meet that goal as wellOn May 28, 2015, the customer contacted Expedia and was offered a $Travel Coupon which was provided to Ms [redacted] accountIt is documented that she accepted the compensationAs the hotel stay was fully utilized and we cannot find any error on Expedia’s part, we are unable to issue additional compensationWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service
June 2, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Mr [redacted] is requesting Expedia exchange the flight datesOn May 17, 2016, we received the receipt of the Revdex.com complaint Our records reflect on September 27, 2015, the customer self-booked a package reservation for [redacted] ***, [redacted] and [redacted] ***, using Expedia.com Travel was on United Airlines, departing April 16, 2016, from StLouis, Missouri to Boston, Massachusetts; returning on April 19, 2016, from Boston, Massachusetts to StLouis, MissouriThe hotel stay at the Boston Hotel Buckminster, chedate April 16, 2016, check-out date April 19, Also included is the travel protectionThe customer is stating, they had to cancel the reservation and were advised of a flight creditThe customer is stating that they have contacted Expedia several times to rebook using the flight credit; however the new tickets have not been confirmed Upon further researching this matter, we can confirm on May 15, 2016, the customer contacted Expedia, wanting to rebook using the flight credit for only [redacted] and [redacted] ***The customer wanted the new dates for May 24, 2016, from StLouis, Missouri to Pensacola, Florida; returning on May 29, 2016, from Pensacola, Florida to StLouis, MissouriOur agent advised the customer the change fee would be $per person and any fare differenceThe customer understood and agreed to the fare amount While processing the exchange, our agent encountered an error and was able to place a temporary hold on the new ticketsOur agent advised the customer Expedia would contact him once the tickets were booked and confirmed On May 16, 2016, the customer contacted Expedia, inquiring about the new flightOur agent advised, the tickets were not booked as the price was now higher and needed to charge the customer the higher priceThe customer declined to pay the higher amount and requested a supervisorOur agent transferred the customer to a supervisor; however the customer was no longer on the lineOur supervisor did contact the customer; however only received a voice message The supervisor did leave a voice message for the customer advising to contact Expedia back On May 19, 2016, the customer contacted Expedia, requesting that we cover the additional amount for the higher fare priceOur agent was able to cover the additional amount and rebooked the new dates for May 24, 2016, from StLouis, Missouri to Pensacola, Florida with United Airlines; returning on May 29, 2016, from Pensacola, Florida to StLouis, Missouri with American Airlines In reviewing the account for the customer, Expedia can confirm the flight credit for [redacted] and [redacted] were used for the new flight dates for May 24, 2016, from StLouis, Missouri to Pensacola, Florida with United Airlines; returning on May 29, 2016, from Pensacola, Florida to StLouis, Missouri with American Airlines Since the issue was resolved on May 19, via our Expedia Customer Support Center, we consider this matter as closed We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because:Complaint: [redacted] I am rejecting this response because: Again, I believe what they are saying is not true I believe Expedia DOES NOT makes every effort to ensure that their customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing If you like I can provide another screen shot of the next page after you click on continue It will show the same guarantee which you can click on for details and it clearly states, "After hours standard cancellation policies apply." Which indicates that the details contained in the cancellation policy only need to be reviewed if you are concerned about cancelling after the hours Honestly, what good does the hr cancellation guarantee do for ANYONE, if when you do cancel, you are charged a large cancellation fee I needed to check a few more details before I finalized my trip, but they enticed me with no risk guarantee When I found out the date would not work I had to cancel Since Expedia is a third party(selling airline travel and hotels), and they are unable to make this promise (or guarantee), then perhaps they should not make it If they are claiming they have fine print somewhere taking this guarantee away, then I believe most reasonable people would find this dishonest or disingenuous Sincerely, [redacted] ***
October 3, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on August 24, 2016, [redacted] booked roundtrip flights from Medford, Oregon to Cabo San Lucas for travel January 15, 2017, through January 29, We understand from Ms [redacted] ’s complaint that she was charged for this booking but, she never provided the credit card number or the three digit security codeMs [redacted] says that she received her billing statement she discovered that she was chargedMs [redacted] also stated that she contacted our office and was informed that she booked the flights and that we were unable to offer a refund as a resultShe is now requesting a refund of $ We have reviewed Ms [redacted] ’s complaint and confirmed that she contacted our office on September 14, 2016, and stated that she did not book this reservationWe advised that a cancellation would not result in a refund, but she would receive an airline credit equal to the amount paid for each ticketWe advised that as Ms [redacted] acted on her own behalf as the travel arranger, she agreed to the Terms and Conditions of the bookingPlease note that Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersAmerican Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryExpedia does not have the ability to process a charge without the customer providing their credit card informationThe security code is not recorded so we cannot store it for a future purchaseWe hope you understand we must adhere to the policies dictated by the airlines We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
October 23, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding a hotel refund requestOn September 18, 2017, [redacted] self-booked two hotel room reservations onlineThe travel start date was October 14, and check-out date was set for October 16, [redacted] paid $by card (debit or credit card) and $using 35,Expedia pointsOn October 14th, the customer contacted Expedia by phone and then submitted his complaint through the Revdex.com claiming Expedia was at fault for booking Smoking roomsThe person at the hotel who has the ability to authorize refunds was not availableOn October 17th, Expedia was able to reach the hotel manager and was authorized to refund the customer one night of each of the two roomsThe amount authorized to be refunded was $per room (total $190.90) [redacted] was refunded the full amount he paid by card of $and was returned Expedia points [redacted] claims the Expedia system somehow booked smoking rooms instead of non-smoking rooms [redacted] is asking for $in compensation which he mentioned is the amount he paid for two non-smoking rooms at a different hotelUpon researching the customer’s complaint, we can confirm that [redacted] selected smoking roomsWhether the customer knowingly booked the room is unknownHowever, the room types he selected on September 18, 2017, was refundable until 4:PM local hotel time, Friday, October 13, This means [redacted] had approximately a month to cancel with a full refund if neededExpedia suggests that customer review the itinerary to make any corrections such as the issue [redacted] encounteredExpedia never changed the room typeAs you may know, Expedia.com acts as an independent agent for reservations for airlines, car rental companies, and hotelsWe are unable to change rules imposed by the hotel or provide credit for the lost value of the bookingWe do regret any inconvenience [redacted] has encountered in resolving this matterBased on the information provided above, Expedia considers this matter closedSincerely, Daniel A [redacted] Tier Customer Service
March 15, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you We understand form Mr [redacted] ’s complaint that he is unhappy with Expedia’s VIP programVIP Access is Expedia's premium hotel network that provides a special benefit to elite customers.Based on availability and their rewards status, elite customers receive certain +VIP benefitsMr [redacted] feels that we should be able to provide details of each amenity that is offered under each hotel associated with the program Members get exclusive prices and special deals on +VIP Access hotelsExpedia+ silver and gold members get even more bonus Expedia+ points just for booking a +VIP Access hotelSpecial amenities and services at select hotels, such as: - Free Parking - Spa Credits - Complimentary Food and Drink - Upgraded in-room Entertainment - Priority Che However, Expedia offers travel deals from time to time, which usually last for up to hoursIn addition, rates and availabilities are constantly changingThus, we cannot guarantee you will get the lowest/offered deal unless purchased and reserved Again, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Corporate Correspondence Team
June 27, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservation As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely, Tier Customer Service
September 21, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a reservation booked on Expedia.com As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service
June 1, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case [redacted] Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Ms [redacted] did not accept our response and/or resolution offered.Our records confirm that on March 20, the customer called customer service and canceled her hotel reservationDuring the call the agent successfully canceled Ms [redacted] ’s hotel reservation and processed a refund of $to the customers original form of paymentIf Ms [redacted] does not see the refund we advise that she contact her banking institution.Due to the flights being booked with Ethiopian Airlines Low Cost Carrier Expedia does not have access to the customers ticketsIf Ms [redacted] requests to change or cancel or use credit associated with the reservation we advise that she contact the airline directlyThis information was also provided in the terms and conditions prior to booking the reservation.We thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Hayden J [redacted] Corporate Customer Service
October 14, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mr [redacted] (Revdex.com case ID [redacted] ) regarding Best Price Guarantee submissionsOn October 14, 2016, Expedia processed a refund in the amount of $back to the customer’s original form of paymentThe time it takes to post the refund to the customer’s account depends on how quickly their credit card company processes refundsIn addition, the customer’s $Expedia Travel Coupon will be added to their account within to weeks after the qualifying travel itinerary has been completedWe apologize for any inconvenience the delay may have causedWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service
May 20, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case#O-*** Dear Revdex.com: Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt his concerns were not resolved adequately by our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request We understand Mr [redacted] has stated he was charged for a reservation that he did not process on the Expedia.com website On May 18, 2015, we contacted Mr [redacted] to acknowledge receipt of his Revdex.com complaint Our records indicate Mr [redacted] or an authorized user created a single use account on Expedia.com using the email address [redacted] @ [redacted] .comThere are no saved or booked itineraries in this accountDuring our call with Mr [redacted] , we attempted to search for any account activity using his profile information but we were unable to identify any booking processed on Expedia.com with the provided information Mr [redacted] was unable to confirm the credit card number associated with the charges; therefore, we were unable to research furtherWe regret Mr [redacted] ’ experience with Expedia is not as we would have hopedAt this time, we are not reflecting any charges by Expedia and unable to honor a request for a refund We encourage Mr [redacted] to pursue this matter further with his financial institution, who may then advocate further on his behalf by filing the appropriate notifications to ExpediaWe thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] ***Tier Customer Service
October 10, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted] ) regarding a flight reservationOn October 10, 2016, Expedia processed a one-time courtesy refund in the amount of $back to the customer’s original form of payment This amount represents the total charge indicated on the billing screenIf the customer has additional charges incurred, we request that they submit them through the Revdex.com website and we will review them upon receiptThe time it takes to post the refund to the customer’s account depends on how quickly their credit card company processes refundsWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service
June 22, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding a car reservation refund requestOur records show on November 20, 2015, Ms [redacted] self-booked an Expedia.com package reservation which included a car rental via booking number [redacted] , with a vehicle pick up date of May 27, in the amount of $for the car rental aloneWe understand from Mr***’s complaint, she was not aware that a credit card was necessary to pick up the vehicle at the car rental locationThe customer is requesting a refund of the additional amount billed by the car rental company due to Expedia not providing information regarding needing a credit cardUpon researching the customer’s complaint, we can confirm as of June 9, 2016, when Ms [redacted] brought this matter to our attention via social media, the case was researched and as a courtesy a refund in the amount of $was processed back to the original form of paymentExpedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience she has encountered in resolving this matterAs a refund has been given to the customer and the issue has been resolved to Ms***’s desired outcome, Expedia considers this matter closedWe thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Daniel A [redacted] Tier Customer Service
March 14, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on July 29, 2016, Mr [redacted] booked a six-night stay at the Dar Al Taqwa Hotel from June 18, 2017, through June 24, We understand from Mr [redacted] ’s complaint that he received a confirmation for this booking but, in early March of 2017, he received an email from the property that an error had been made regarding pricing and the new rate would be substantially higher than his original quoteMr [redacted] stated that he had contacted our office to address and had been informed that Expedia would honor the original price, but that he has not heard back from Expedia sinceHe is requesting that Expedia honor the original price and cover the increase Our records confirm that Expedia had reached out to the Dar Al Taqwa Hotel in early March and they advised that they were going to cancel the reservation because of a technical error that caused an incorrect rate to be generatedThey advised us that they were not willing to honor the original price After further review, we sent an email to Mr [redacted] on March 6, 2017, advising that we listened to the call between him and our representative and concluded that no error had been made on our endDuring the call, we confirmed that our representative informed that he would be contacting our liaison to determine what could be done, but did not agree to honor the price On Expedia.com, there are two types of hotels: those for which the customer pays Expedia directly, and those for which the customer pays the hotel directly For this booking the hotel was to collect from the customer upon arrivalPlease note that each of the companies with which we do business, establish their own rules and policies for cancelling reservationsWe are bound by these rules and policies and must adhere to them Again, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Corporate Correspondence Team
My issue for complaint# [redacted] was resolved yesterdayExpedia issued me a credit toward an upcoming flight
June29, BetterBusiness Bureau Alaska,Oregon & Western Washington ComplaintDepartment Re:Case ID O-***Revdex.comComplaint # [redacted] DearRevdex.com, Thankyou for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted] ***We understand the customer wasable to follow the suggestion of our previous response and contact an Expediaagent for assistance in cancelling her plane reservationsAswe mentioned earlier, all flight bookings must be agent cancelled with theairlines and cannot be done online by customers We will allow the agent the customer spokewith the time to provide the support emails she is expecting and will beclosing out this case Weapologize to the customer for the inconvenience this situation has caused Again, we thank you for allowing us theopportunity to re-address the issues that were brought to our attentionAsthis matter has been resolved, we respectfully request the Revdex.com close this caseonce the customer reports the matter finalizedIf you have any further questions or concernsregarding this matter, please feel free to contact us Sincerely,RoseanneG*** Tier– Customer ServiceExpedia,Inc
July 13, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Case ID O- [redacted] Revdex.com Complaint # [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted] We regret to hear that the customer did not accept our response and/or resolution offered As previously stated, our records reflect the hotel was sent the proper notifications Expedia received confirmation replies from the [redacted] in return The hotel did not, at any time, notify Expedia that they would not accommodate the customer’s itinerary, so as is procedure, Expedia sent confirmations to the customer Upon further research, it was verified on May 28, 2015, our Lodging Support Team did reach out to the [redacted] and reconfirmed that the reservation was valid and should be honoredHowever, the customer had already booked another reservation with the [redacted] Expedia does regret the inconvenience and frustration the circumstances caused our customer As the [redacted] is a vendor on our website, our Lodging Support Team was able to secure a refund for the difference paid On June 12, 2015, the [redacted] agreed to refund $of the fees paid by Ms [redacted] , back to her original form of paymentThe time it takes to post to her account depends on how quickly her credit card company processes refunds We thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier – Customer Service Expedia, Inc
Revdex.com: Hello, thank you for your helpThe receipt for the new hotel is attachedTo be clear, I am accepting Expedia's response as a reasonable next step (asking for the receipt), NOT as the final resolutionAlso, just to be clear, I do not doubt that the refund was given for the hotels I won't be using - my complaint is about how I now must pay a higher rate for lesser accommodations (one bedroom rather than two)Thank you to Expedia for your response and to Revdex.com for your mediation of this matter Sincerely, [redacted]
January 8, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a previously processed refundWe understand [redacted] is asking for the full refund to be processed and a change of refund policy.A purchase request was made on December 27, 2017, for a flight and hotel package by [redacted] , for two passengers, for flights from Minneapolis to Montego Bay on February 10, 2018, returning on February 16, 2018, and a Room, King Bed, Balcony, Ocean View (Concierge Level) with the [redacted] River Resort, All Inclusive, [redacted] - Adults Only for six nights with check in on February 10, 2018, for $3,414.86.Our records show [redacted] requested to cancel and refund the entire hotel and flight package on December 27, in the amount of $ 3,Regrettably the refund was not processed on that first callOn January 3, [redacted] S [redacted] called back about the refund, and the full refund of $3,was processed that day [redacted] S [redacted] continued to contact us multiple times on January 4th and 5th, 2018, requesting the refund to be processed at a faster rateThe time required for this particular refund to post to the credit card statement for [redacted] S [redacted] will vary based on the processing time of the credit card company which processes the transactionExpedia.com is able to submit the request to the credit card company within one business dayHowever the work in processing and posting the transaction is that of the Credit Card Company, and Expedia.com is unable to comment on or change their timing or policiesWe regret that the process was not completed sooner on our side We have already provided [redacted] S [redacted] with a future travel voucher to book a hotel or hotel package in their Expedia.com account, which will be valid for up to a year, and up to $towards the purchase priceWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely,Denise H [redacted] Corporate Customer Service