September 11, 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, 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 20, 2015, Mr [redacted] booked a one-night reservation at the [redacted] from August 21, 2015, through August 22, 2015, utilizing our Unpublished Rate promotionWhen a customer books an Expedia Unpublished Rate hotel (also known as "opaque"), they do not know the hotel name until after bookingBefore purchase, the customer must accept the Rules and Restrictions which state "ALL BOOKINGS ARE FINAL and cannot be cancelled, refunded, changed, exchanged, or transferredAccording to Mr [redacted] , he requested a location with a star rating, but was booked at a star location insteadHe contacted our office to request that we issue a full refund or an upgrade to a star propertyIn his Revdex.com complaint, Mr [redacted] is asking for an additional $for time spent addressing this issue with our customer service representatives Mr [redacted] contacted our office on August 20, 2015, and discussed the matter with Expedia representativesAlthough his refund request was denied due to the property being deemed non-refundable, in good faith, we issued a $Expedia Travel Coupon which is valid through August 19, At Expedia, we take customer complaints and feedback seriously, and are committed to providing our customers a great experience from booking to stayWhile we do not view this complaint as something Expedia is responsible for, because we value Mr [redacted] as a customer and regret the experience he reports, we have already undertaken an exception to resolve his complaintA refund in the amount of $was issued to his original form of paymentRefunds like this typically take 3-business days to post to individual accounts, depending on how quickly his credit card company processes refundsExpedia is unable to honor Mr [redacted] ’s request for compensation for time spend discussing his dispute 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
May 9, Revdex.com Expedia – DuPont, WA 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 attentionExpedia 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 refund Our records indicate that on April 20, 2017, Mr [redacted] or an authorized user of his account, booked a two night stay online via Expedia.com, at the Hercor Hotel-Urban Boutique, checking in on May 2, and checking out on May 4, 2017, via itinerary [redacted] We understand from Mr [redacted] ’s complaint that he claims that he received an email confirmation informing that he had until 11:59PM May 1, to cancel his reservation and receive a full refundMr [redacted] is seeking a refund in the amount of $ Upon receipt of Mr [redacted] ’s complaint, we investigated the issues which were brought to our attentionWe can confirm that on May 1, 2017, Mr [redacted] contacted Expedia’s customer service department to get assistance with cancelling his reservation and receiving a refundAt that time, our representative advised Mr [redacted] that he had until 11:59PM on April 30, 2017, to cancel and receive a full refundNo changes were made at that time After further review of Mr [redacted] ’s complaint, we contacted the hotel and confirmed that Mr [redacted] utilized his reservation checking in on May 2, 2017, at 8:10PM and checked-out on May 4, 2017, at 10:09AM Based on the above, Expedia is unable to honor Mr [redacted] ’s refund requestHowever, as a gesture of good faith Expedia would like to offer Mr [redacted] a $Expedia travel coupon valid for one year from the date of this responseThe coupon can be used toward any Expedia standalone hotel or vacation packageAgain, 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, LaToya J [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: In my opinion the site is set up to unfairly charge customersAs there is no way to issue any refunds as we decided to go with a more reputable company However I will most definitely leave reviews that reflect our opinion on the matter and our treatment Sincerely, [redacted]
July 25, 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 Ms [redacted] is requesting a refund On July 12, 2016, we received receipt of the Revdex.com complaint Our records reflect on January 25, 2016, the customer self-booked a combinable one-way flight reservation for [redacted] and [redacted] using Expedia.com Travel was on SATA Air Acores/SATA International Airlines; departing July 21, 2016, from Oakland, California to Terceria, Portugal; returning on August 4, 2016, from Terceria, Portugal to Oakland, California with Azores Airlines The customer is stating, they contacted Expedia due to an airline schedule change to cancel the flight reservation The customer is stating they have not been refunded From time to time and for a variety of reasons, airlines issue schedule changes We understand that these changes can be inconvenient, time consuming and not customer friendly However, 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 providers SATA Air Acores/SATA International Airlines and Azores Airlines were the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryExpedia has no control over when or how often an airline initiated schedule change occurs Expedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies Only the airline can make changes to a customer’s flights These changes are not related to the type of ticket that was purchased or the company they were purchased from Airlines rarely tell travel agencies why they make a change Schedule changes are often due to routing adjustments, severe weather, staffing, or maintenance issues Upon further researching this matter, we can confirm on June 25, 2016, the customer contacted Expedia, requesting to change the outbound flight reservation for [redacted] to July 29, 2016, and to cancel the flight reservation for [redacted] The customer requested to be refunded for [redacted] ’s ticket, due to the airline schedule change Expedia contacted the airline; however, they were not available In reviewing the customer’s account on July 13, 2106, the ticket for [redacted] was refunded in full The ticket for [redacted] , was refunded for the return flight, because the outbound flight was used SATA Air Acores/SATA International Airlines and Azores Airlines will process the refund back to the customer’s original form of payment The timeframe for the refund can take up to 8-weeks, which is the standard timeframe for all airlines 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
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 attentionExpedia, Incis 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 their reservations As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website Again, we thsnk 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 us Sincerely, Tier Customer Service
Complaint: [redacted] I am rejecting this response because: the company has done nothing to resolve this issueI was given the coupon for future travel right after I spent hours with customer service months agoIt is clear to me Expedia does not want to fix this issue but rather offer me coupons for future travelWhich a and dollar coupon is an insult to an over 13,dollar travel I booked with them Big mistake ExpediaI will gladly tell all of my traveling family friends and Facebook world to NEVER use themI will never use them eitherInstead of making things right they offer future travel couponsWhy would I use them after my experienceAll that I requested was a room upgrade or partial refund for my troublesA simple gesture like that would have went a long way Sincerely, [redacted] ***
August 9, 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 package reservation We understand [redacted] is requesting a refund and for a hotel booking to be correctedOn July 31, 2016, we received receipt of the Revdex.com complaint Our records reflect on April 25, 2016, the customer self-booked a package reservationTravel was on InterJet Airlines, departing July 31, 2016, from Mexico City, Mexico to Oaxaca, Mexico; returning on August 8, 2016, from Oaxaca, Mexico to Mexico City, MexicoA hotel stay at the Suites Colbri, chedate July 31, 2016, check-out date August 8, The package also includes the Package Protection PlanItinerary Number: [redacted] The customer is stating was advised by Expedia would have an airline credit with InterJetThe customer is stating they would be refunded for the change fees due to the customer purchased the Package Protection PlanThe customer is stating they have not been refunded for the change fee and Expedia booked the customer at the incorrect hotel Upon further researching this matter, on July 13, 2016, the customer sent a copy of the changed flight with InterJet Airlines by emailInterJet charged the customer $for the exchange On July 16, 2016, an agent assisted the customer book a package reservationTravel is on Alitalia Airlines, departing December 12, 2016, from Rome, Italy to Athens, Greece; returning on December 25, 2016, from Athens, Greece to Rome, ItalyA hotel stay at the Nefeli Hotel, chedate December 12, 2016, check-out date December 25, Itinerary Number: [redacted] On July 17, 2016, the customer contacted Expedia, advising that the agent who assisted them booked the incorrect hotelExpedia contacted the hotel; however the hotel manager was not available In reviewing the customer’s account, Expedia was able to contact the Nefeli Hotel; they did authorize to cancel and to submit the refund back to the customer On August 9, 2016, Expedia processed the refund for the exchange fee of $and for the hotel booking $in the total amount of $The timeframe for the refund will be up to to business days We apologize for any inconvenience this may have caused and would like to assure you that your business is important to us 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
June 10, 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 attentionExpedia, Incis disheartened the customer felt her 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 [redacted] ) regarding a hotel reservation We understand Ms [redacted] is stating an error occurred while booking the reservation resulting in the incorrect travel date On June 9, 2015, we contacted Ms [redacted] to acknowledge receipt of her Revdex.com complaint, and to reconfirm the itinerary number associated with the issue as it was not provided in the original informationExpedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and are subject to the rules and restrictions of those providers The policy provided by the hotel and provided on the Expedia website at the time of the booking stated: Cancellation or Change Policy The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refundedNo refunds will be issued for late cheor early check-outStay extensions require a new reservation We can confirm Ms [redacted] did contact Expedia on April 30, 2015, to request a cancellation for a full refund At the time, we were unable to reach the hotel approver for an authorization to process the customer’s request An email was sent to Ms [redacted] stating the same In researching further, our investigation was unable to identify any error occurred on the Expedia website at the time of the bookingOn June 9, 2015, in an effort to resolve the issue to the customer’s satisfaction, we contacted the hotel to advocate further and the hotel management provided Expedia with an approval to issue the refund We contacted Ms [redacted] to deliver the resolution and restated that the refund would be issued to the original payment used at the time of the booking, which Ms [redacted] accepted The time that it takes for the refund to post to the customer’s account depends on how quickly the credit card company processes these requestsWe thank you for allowing us 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
Complaint: [redacted] I am rejecting this response because: I never authorized the credit card authorization Bottom line I was unaware that I was dealing with Expedia until I called in and asked for a corporate phone number The first agent I spoke with stated she had called the Super and they were fine with cancellation and refund, but that HER MANAGER didn't authorize the refund because of the cancellation policy This is what upset me the most When I asked to speak with the supervisor or manager, he stated to me his hands were tied Expedia just stole from me, for holding a reservation for mins, with no offer of changing days or a different place to stay This was even stated to the manager, that I travel up to 1-times a month on business and or for pleasure So a refund or a credit towards another stay somewhere, would be niceMaybe I would not feel like I have had money stolen from me Sincerely, [redacted] ***
Good afternoon,The below states there is a one time change that will exclude any feesAs the first refund for plane ticket included fees to cancel, this does not pertain to the one time changeThe amount is for the cancellation of the hotel which at the same time, I canceled the other flightThis should be my one time change that does not include feesEven with the hotel, the lady on the phone stated that I would still have to pay for one night of that hotel stayI should be able to get the plane ticket refunded without any fees under the guidelines expedia has copied and pastedI have tried to explain this many times to them Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
September 7, Revdex.com E.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 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 their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] , (Revdex.com case number [redacted] ) regarding a refund request We would be happy to research the customer’s issues and provide a response, however she did not provide an itinerary number for the reservation in question A search of her email and name do not provide an itinerary that matches the information she did give If Ms [redacted] will respond to this reply with an itinerary number, and if possible, the email address she used on the August 30, booking we will look into this matter and respond with our findings 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, Roseanne G [redacted] Tier Corporate Customer Service
December 10, 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 Ms [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationOur records indicate on July 7, 2015, the customer self-booked a hotel using the Expedia.com websiteAccommodations were at the [redacted] Hotel and Casino from December 4, 2015, to December 7, We understand from the complaint the customer is requesting compensationUpon receipt of the Revdex.com submission, we verified on December 3, 2015, the customer contacted Expedia due to a phone call with the customer and the hotel directly stating she had no reservationHowever, according to Expedia documentation, [redacted] Hotel and Casino confirmed the reservation as shown below: • JUL 06:PM PDT • [redacted] @mgmresorts.com • Confirmed • Reservations • Reserve We apologize for any inconvenience that may have occurredSince there was no error on Expedia’s part, and the entire hotel stay was utilized in full, no refunds or compensation will be offered from Expedia.com regarding this matterWe 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.Tier Customer Service
July 2, July 2, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Ms [redacted] We regret to hear she did not accept our response and /or resolution offeredExpedia, Incis responding to the consumer complaint from Ms [redacted] (Revdex.com case ID # [redacted] ) regarding a flight reservationAt the time of the phone call from Ms [redacted] , the assisting representative was unable to locate the same flights at the same charge the customer was seeing on the Expedia.com websiteThe Expedia website works from a live airline inventory systemAs airlines routinely change their prices, changes can occur at any time during the booking processIn addition, Expedia is an online travel website, we give the customer the capability to choose the dates, flights, and airlines of their choice however the actual cost of the airline ticket is charged by the carrier directly, not ExpediaAlthough the customer was able to see a different charge on her end, prior to entering her credit card information the site would have advised Ms [redacted] of the price increase as it was updating the informationOn June 3, the customer was offered a $Travel Coupon as compensation at which time the customer agreedThe Travel Coupon was provided to Ms [redacted] Expedia’s accountPlease accept our apologies in regards to the hold times and/or disconnections you experienced while attempting to contact our Customer Support departmentWe regret any inconvenience that may have occurred however Expedia will not be offering and further 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
Complaint: [redacted] I am rejecting this response because:Expedia states that "due to the dates that the customer booked were nonrefundable except for the last nightAny cancellations or changes made before February 25, 2017, the customer would receive a refund for the date(s) that were refundable only"As shown in the attached screenshot, Expedia claim prominently, on screens that make up the short booking process that the relevant booking, at the Clift was "free"It keeps showing that "You can cancel free of charge up until February 25"Only at the very end of the process and in a much smaller type/format, is reference made to conditioned cancellation by hotelUse of the term "free" in the context of cancellation is therefore clearly not accurate, or at least should be clearly qualified at the point at which it is displayed prominentlyOn this basis, I feel that the Expedia booking flow was deceptive and misleadingAs I stated in my original complaint,I would not have made the booking if it had been made clear to me at the time that cancellation was subject to a charge Sincerely, [redacted] ***
August 17, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] *** We regret to hear she did not accept our response and/or resolution offered As previously advised, the customer was provided compensation in the amount of a $credit towards their new hotel accommodations, a refund in the amount of $37.00, and upgraded hotel accommodation without additional costs to the customer At Expedia, we strive to provide the highest level of customer service, and it’s disheartening when one of our vendors does not work to meet that goal as wellWe regret that the customer had a less-than-satisfactory experience when she stayed at the [redacted] , and we hope that our relationship with you will not be negatively affected We have further researched Ms***’s complaint and after giving the matter our full consideration we stand by our previous decision and are unable to render to Ms***’s request of a refund Unfortunately, we feel that no further compensation is due on this occasion, and would again like to offer our apologies for any disappointment caused as a result Thank you for allowing us to address this matter further As this matter has been resolved and no additional information has been provided, we respectfully request the Revdex.com close this case Sincerely, Nicole P [redacted] Tier Customer Service
April 25, 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 March 5, 2017, Mrs [redacted] booked an Expedia Vacation Package which included roundtrip flights from Atlanta, Georgia to London, England and a five-night stay at the [redacted] from April 6, 2017, through April 11, We understand from Mrs [redacted] ’s complaint that she was not pleased with the room that she was issued by the [redacted] hotel so she contacted Expedia immediately but, nothing was done for herShe stated that neither Expedia nor the [redacted] was accommodating and the staff at the hotel was rude to herMrs [redacted] ended up booking another room at the [redacted] that she paid for out of pocketShe is requesting a refund for the vacation package and cab fareShe would also like an apology for the hours she says was spent on the phone with Expedia We regret to hear that Mrs [redacted] ’s vacation experience was not to her satisfactionAll information found on our website is maintained by the individual propertyWe solely rely on the information they provide usAccording to our records, we were contacted on April 11, 2017, the day of check outOur representatives made several attempts to obtain a refund or partial refund from the [redacted] on the customer’s behalfRegrettably, our attempts were unsuccessful Expedia.com acts only as a third party intermediary for hotels and has no control over the hotel, any of the employees or customersHowever, if one of our customers has an unsatisfactory experience during their trip, we try to assist our customers to resolve any issues they encounterMoving forward we encourage Mrs [redacted] to contact our customer service team from the hotel if the accommodations are not satisfactory upon arrivalThis enables us to attempt to find a resolution at that time, rather than after the fact 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
December 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, 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 Unfortunately we were unable to locate Ms [redacted] account or itinerary with the information providedAt this time we are requesting Ms [redacted] please provide the email address associated to the itineraries mentionedThis information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist further 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
May 25, Revdex.com E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted] We regret to hear that the our actions on behalf of the customer were not successful We have further researched Mr [redacted] ’s issue (Revdex.com case number [redacted] ) regarding a refund that we processed earlier While we show the promised future travel coupon did apply to his account, the refund unfortunately did not process properly On May 25, we have again processed the refund in the amount of $ Our system does show that it has posted successfully Payment Detail Payment ID: [redacted] Date: 5/25/ Itinerary: [redacted] Amount: $ Action: Refunded Form Of Payment: MasterCard Expires: [redacted] Card Holder Name: [redacted] Processed By: Expedia We apologize to the customer for the inconvenience this situation has causedThank you for allowing us to address this matter further If 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 April 22, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia.com 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.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel booking We understand Mr [redacted] is currently requesting a refund of $24.94USD and two coupons of $50.00USD The customer stated that on March 28, 2016, he contacted Expedia.com customer service while he was searching for hotel bookings, and the agent quoted two rooms at the Hotel Rio Suites, for a total of $172.48USD Per the customer, he advised the agent he located the same room type at Rio All Suites, for a total of $128.94USD via the website bookit.com According to the customer, he accepted to book the reservation with the agent on the phone, as the agent verified the rates and advised she could book the reservation via Expedia.com and process a price match as well as a $50.00USD coupon per room However, it has two weeks have past and the customer did not receive the refund or the coupons promised In addition, the customer complains about the long holds and that the agents were not helpful when calling into Expedia.com customer service to complain about the refund delay On April 12, 2016, we received receipt of the Revdex.com complaint On March 28, 2016, assisted by an agent the customer booked a hotel reservation via Expedia.com, itinerary [redacted] with Rio All-Suite Hotel & Casino, for a total of $172.48USD Chewas on April 5, Check-out was on April 6, Our records indicate April 11, 2016; the customer contacted the Expedia.com customer service department to request a refund of the difference in rate and two coupons of $50.00USD The customer acknowledged the agent, who booked the reservation, and advised Mr [redacted] she would submit a price match claim and the customer would receive the refund of the difference in rate, as well as two coupons of $50.00USD However, when the call was escalated to a supervisor, the agent could not hear the customer on the other side After the agent advised the caller, they could not be heard, the call was disconnected In reviewing the customer’s account, we have confirmed there was a service error in Mr [redacted] reservation The Best Price Guaranteed program applies only to customers who purchase an Expedia booking and locate a lower rate within hours of the purchase If customer meets the criteria of the program, Expedia.com will honor a price match and provide the guest a coupon of $50.00USD per booking The agent, who made the reservation, promised the customer a refund for the difference in rate in addition to two coupons of $50.00USD; however, the agent did not submit the claim as promised Expedia has honored Mr [redacted] request and processed a refund of $24.94USD regarding the hotel price matchThe refund will reflect on the customer’s original form of payment within 3-business days In addition, two coupons of $50.00USD were added to Mr [redacted] account Expedia is committed to providing an excellent standard of service to our customers However, there are times when we are unable to reach all of their expectations We apologize that the customer service Mr [redacted] has received did not reflect thisThe feedback that Mr [redacted] has provided to us will be helpful in looking at our customer service and gauging our customer’s satisfaction and perceptions For your assurance, we are forwarding this to the appropriate department to take into consideration in our continuous effort to provide better service to our customers 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, Misleide B [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: this information is not trueExpedia did not advise us that the reservation was non refundableI did not authorize expedia nor it's rental listing to use my credit card through their paypalAlso I did NOT check in at that property at all, there was no property to check in at!! Expedia.com is trying to cover up for their scam listings instead of taking responsabilityI did not request any vouchers from expedia and I don't want the $voucher you offered me--I mentiones that to several supervisors at expedia Sincerely, [redacted] ***
September 11, 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, 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 20, 2015, Mr [redacted] booked a one-night reservation at the [redacted] from August 21, 2015, through August 22, 2015, utilizing our Unpublished Rate promotionWhen a customer books an Expedia Unpublished Rate hotel (also known as "opaque"), they do not know the hotel name until after bookingBefore purchase, the customer must accept the Rules and Restrictions which state "ALL BOOKINGS ARE FINAL and cannot be cancelled, refunded, changed, exchanged, or transferredAccording to Mr [redacted] , he requested a location with a star rating, but was booked at a star location insteadHe contacted our office to request that we issue a full refund or an upgrade to a star propertyIn his Revdex.com complaint, Mr [redacted] is asking for an additional $for time spent addressing this issue with our customer service representatives Mr [redacted] contacted our office on August 20, 2015, and discussed the matter with Expedia representativesAlthough his refund request was denied due to the property being deemed non-refundable, in good faith, we issued a $Expedia Travel Coupon which is valid through August 19, At Expedia, we take customer complaints and feedback seriously, and are committed to providing our customers a great experience from booking to stayWhile we do not view this complaint as something Expedia is responsible for, because we value Mr [redacted] as a customer and regret the experience he reports, we have already undertaken an exception to resolve his complaintA refund in the amount of $was issued to his original form of paymentRefunds like this typically take 3-business days to post to individual accounts, depending on how quickly his credit card company processes refundsExpedia is unable to honor Mr [redacted] ’s request for compensation for time spend discussing his dispute 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
May 9, Revdex.com Expedia – DuPont, WA 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 attentionExpedia 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 refund Our records indicate that on April 20, 2017, Mr [redacted] or an authorized user of his account, booked a two night stay online via Expedia.com, at the Hercor Hotel-Urban Boutique, checking in on May 2, and checking out on May 4, 2017, via itinerary [redacted] We understand from Mr [redacted] ’s complaint that he claims that he received an email confirmation informing that he had until 11:59PM May 1, to cancel his reservation and receive a full refundMr [redacted] is seeking a refund in the amount of $ Upon receipt of Mr [redacted] ’s complaint, we investigated the issues which were brought to our attentionWe can confirm that on May 1, 2017, Mr [redacted] contacted Expedia’s customer service department to get assistance with cancelling his reservation and receiving a refundAt that time, our representative advised Mr [redacted] that he had until 11:59PM on April 30, 2017, to cancel and receive a full refundNo changes were made at that time After further review of Mr [redacted] ’s complaint, we contacted the hotel and confirmed that Mr [redacted] utilized his reservation checking in on May 2, 2017, at 8:10PM and checked-out on May 4, 2017, at 10:09AM Based on the above, Expedia is unable to honor Mr [redacted] ’s refund requestHowever, as a gesture of good faith Expedia would like to offer Mr [redacted] a $Expedia travel coupon valid for one year from the date of this responseThe coupon can be used toward any Expedia standalone hotel or vacation packageAgain, 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, LaToya J [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: In my opinion the site is set up to unfairly charge customersAs there is no way to issue any refunds as we decided to go with a more reputable company However I will most definitely leave reviews that reflect our opinion on the matter and our treatment Sincerely, [redacted]
July 25, 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 Ms [redacted] is requesting a refund On July 12, 2016, we received receipt of the Revdex.com complaint Our records reflect on January 25, 2016, the customer self-booked a combinable one-way flight reservation for [redacted] and [redacted] using Expedia.com Travel was on SATA Air Acores/SATA International Airlines; departing July 21, 2016, from Oakland, California to Terceria, Portugal; returning on August 4, 2016, from Terceria, Portugal to Oakland, California with Azores Airlines The customer is stating, they contacted Expedia due to an airline schedule change to cancel the flight reservation The customer is stating they have not been refunded From time to time and for a variety of reasons, airlines issue schedule changes We understand that these changes can be inconvenient, time consuming and not customer friendly However, 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 providers SATA Air Acores/SATA International Airlines and Azores Airlines were the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryExpedia has no control over when or how often an airline initiated schedule change occurs Expedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies Only the airline can make changes to a customer’s flights These changes are not related to the type of ticket that was purchased or the company they were purchased from Airlines rarely tell travel agencies why they make a change Schedule changes are often due to routing adjustments, severe weather, staffing, or maintenance issues Upon further researching this matter, we can confirm on June 25, 2016, the customer contacted Expedia, requesting to change the outbound flight reservation for [redacted] to July 29, 2016, and to cancel the flight reservation for [redacted] The customer requested to be refunded for [redacted] ’s ticket, due to the airline schedule change Expedia contacted the airline; however, they were not available In reviewing the customer’s account on July 13, 2106, the ticket for [redacted] was refunded in full The ticket for [redacted] , was refunded for the return flight, because the outbound flight was used SATA Air Acores/SATA International Airlines and Azores Airlines will process the refund back to the customer’s original form of payment The timeframe for the refund can take up to 8-weeks, which is the standard timeframe for all airlines 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
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 attentionExpedia, Incis 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 their reservations As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website Again, we thsnk 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 us Sincerely, Tier Customer Service
Complaint: [redacted] I am rejecting this response because: the company has done nothing to resolve this issueI was given the coupon for future travel right after I spent hours with customer service months agoIt is clear to me Expedia does not want to fix this issue but rather offer me coupons for future travelWhich a and dollar coupon is an insult to an over 13,dollar travel I booked with them Big mistake ExpediaI will gladly tell all of my traveling family friends and Facebook world to NEVER use themI will never use them eitherInstead of making things right they offer future travel couponsWhy would I use them after my experienceAll that I requested was a room upgrade or partial refund for my troublesA simple gesture like that would have went a long way Sincerely, [redacted] ***
August 9, 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 package reservation We understand [redacted] is requesting a refund and for a hotel booking to be correctedOn July 31, 2016, we received receipt of the Revdex.com complaint Our records reflect on April 25, 2016, the customer self-booked a package reservationTravel was on InterJet Airlines, departing July 31, 2016, from Mexico City, Mexico to Oaxaca, Mexico; returning on August 8, 2016, from Oaxaca, Mexico to Mexico City, MexicoA hotel stay at the Suites Colbri, chedate July 31, 2016, check-out date August 8, The package also includes the Package Protection PlanItinerary Number: [redacted] The customer is stating was advised by Expedia would have an airline credit with InterJetThe customer is stating they would be refunded for the change fees due to the customer purchased the Package Protection PlanThe customer is stating they have not been refunded for the change fee and Expedia booked the customer at the incorrect hotel Upon further researching this matter, on July 13, 2016, the customer sent a copy of the changed flight with InterJet Airlines by emailInterJet charged the customer $for the exchange On July 16, 2016, an agent assisted the customer book a package reservationTravel is on Alitalia Airlines, departing December 12, 2016, from Rome, Italy to Athens, Greece; returning on December 25, 2016, from Athens, Greece to Rome, ItalyA hotel stay at the Nefeli Hotel, chedate December 12, 2016, check-out date December 25, Itinerary Number: [redacted] On July 17, 2016, the customer contacted Expedia, advising that the agent who assisted them booked the incorrect hotelExpedia contacted the hotel; however the hotel manager was not available In reviewing the customer’s account, Expedia was able to contact the Nefeli Hotel; they did authorize to cancel and to submit the refund back to the customer On August 9, 2016, Expedia processed the refund for the exchange fee of $and for the hotel booking $in the total amount of $The timeframe for the refund will be up to to business days We apologize for any inconvenience this may have caused and would like to assure you that your business is important to us 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
June 10, 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 attentionExpedia, Incis disheartened the customer felt her 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 [redacted] ) regarding a hotel reservation We understand Ms [redacted] is stating an error occurred while booking the reservation resulting in the incorrect travel date On June 9, 2015, we contacted Ms [redacted] to acknowledge receipt of her Revdex.com complaint, and to reconfirm the itinerary number associated with the issue as it was not provided in the original informationExpedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and are subject to the rules and restrictions of those providers The policy provided by the hotel and provided on the Expedia website at the time of the booking stated: Cancellation or Change Policy The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refundedNo refunds will be issued for late cheor early check-outStay extensions require a new reservation We can confirm Ms [redacted] did contact Expedia on April 30, 2015, to request a cancellation for a full refund At the time, we were unable to reach the hotel approver for an authorization to process the customer’s request An email was sent to Ms [redacted] stating the same In researching further, our investigation was unable to identify any error occurred on the Expedia website at the time of the bookingOn June 9, 2015, in an effort to resolve the issue to the customer’s satisfaction, we contacted the hotel to advocate further and the hotel management provided Expedia with an approval to issue the refund We contacted Ms [redacted] to deliver the resolution and restated that the refund would be issued to the original payment used at the time of the booking, which Ms [redacted] accepted The time that it takes for the refund to post to the customer’s account depends on how quickly the credit card company processes these requestsWe thank you for allowing us 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
Complaint: [redacted] I am rejecting this response because: I never authorized the credit card authorization Bottom line I was unaware that I was dealing with Expedia until I called in and asked for a corporate phone number The first agent I spoke with stated she had called the Super and they were fine with cancellation and refund, but that HER MANAGER didn't authorize the refund because of the cancellation policy This is what upset me the most When I asked to speak with the supervisor or manager, he stated to me his hands were tied Expedia just stole from me, for holding a reservation for mins, with no offer of changing days or a different place to stay This was even stated to the manager, that I travel up to 1-times a month on business and or for pleasure So a refund or a credit towards another stay somewhere, would be niceMaybe I would not feel like I have had money stolen from me Sincerely, [redacted] ***
Good afternoon,The below states there is a one time change that will exclude any feesAs the first refund for plane ticket included fees to cancel, this does not pertain to the one time changeThe amount is for the cancellation of the hotel which at the same time, I canceled the other flightThis should be my one time change that does not include feesEven with the hotel, the lady on the phone stated that I would still have to pay for one night of that hotel stayI should be able to get the plane ticket refunded without any fees under the guidelines expedia has copied and pastedI have tried to explain this many times to them Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
September 7, Revdex.com E.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 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 their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] , (Revdex.com case number [redacted] ) regarding a refund request We would be happy to research the customer’s issues and provide a response, however she did not provide an itinerary number for the reservation in question A search of her email and name do not provide an itinerary that matches the information she did give If Ms [redacted] will respond to this reply with an itinerary number, and if possible, the email address she used on the August 30, booking we will look into this matter and respond with our findings 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, Roseanne G [redacted] Tier Corporate Customer Service
December 10, 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 Ms [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationOur records indicate on July 7, 2015, the customer self-booked a hotel using the Expedia.com websiteAccommodations were at the [redacted] Hotel and Casino from December 4, 2015, to December 7, We understand from the complaint the customer is requesting compensationUpon receipt of the Revdex.com submission, we verified on December 3, 2015, the customer contacted Expedia due to a phone call with the customer and the hotel directly stating she had no reservationHowever, according to Expedia documentation, [redacted] Hotel and Casino confirmed the reservation as shown below: • JUL 06:PM PDT • [redacted] @mgmresorts.com • Confirmed • Reservations • Reserve We apologize for any inconvenience that may have occurredSince there was no error on Expedia’s part, and the entire hotel stay was utilized in full, no refunds or compensation will be offered from Expedia.com regarding this matterWe 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.Tier Customer Service
July 2, July 2, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Ms [redacted] We regret to hear she did not accept our response and /or resolution offeredExpedia, Incis responding to the consumer complaint from Ms [redacted] (Revdex.com case ID # [redacted] ) regarding a flight reservationAt the time of the phone call from Ms [redacted] , the assisting representative was unable to locate the same flights at the same charge the customer was seeing on the Expedia.com websiteThe Expedia website works from a live airline inventory systemAs airlines routinely change their prices, changes can occur at any time during the booking processIn addition, Expedia is an online travel website, we give the customer the capability to choose the dates, flights, and airlines of their choice however the actual cost of the airline ticket is charged by the carrier directly, not ExpediaAlthough the customer was able to see a different charge on her end, prior to entering her credit card information the site would have advised Ms [redacted] of the price increase as it was updating the informationOn June 3, the customer was offered a $Travel Coupon as compensation at which time the customer agreedThe Travel Coupon was provided to Ms [redacted] Expedia’s accountPlease accept our apologies in regards to the hold times and/or disconnections you experienced while attempting to contact our Customer Support departmentWe regret any inconvenience that may have occurred however Expedia will not be offering and further 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
Complaint: [redacted] I am rejecting this response because:Expedia states that "due to the dates that the customer booked were nonrefundable except for the last nightAny cancellations or changes made before February 25, 2017, the customer would receive a refund for the date(s) that were refundable only"As shown in the attached screenshot, Expedia claim prominently, on screens that make up the short booking process that the relevant booking, at the Clift was "free"It keeps showing that "You can cancel free of charge up until February 25"Only at the very end of the process and in a much smaller type/format, is reference made to conditioned cancellation by hotelUse of the term "free" in the context of cancellation is therefore clearly not accurate, or at least should be clearly qualified at the point at which it is displayed prominentlyOn this basis, I feel that the Expedia booking flow was deceptive and misleadingAs I stated in my original complaint,I would not have made the booking if it had been made clear to me at the time that cancellation was subject to a charge Sincerely, [redacted] ***
August 17, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] *** We regret to hear she did not accept our response and/or resolution offered As previously advised, the customer was provided compensation in the amount of a $credit towards their new hotel accommodations, a refund in the amount of $37.00, and upgraded hotel accommodation without additional costs to the customer At Expedia, we strive to provide the highest level of customer service, and it’s disheartening when one of our vendors does not work to meet that goal as wellWe regret that the customer had a less-than-satisfactory experience when she stayed at the [redacted] , and we hope that our relationship with you will not be negatively affected We have further researched Ms***’s complaint and after giving the matter our full consideration we stand by our previous decision and are unable to render to Ms***’s request of a refund Unfortunately, we feel that no further compensation is due on this occasion, and would again like to offer our apologies for any disappointment caused as a result Thank you for allowing us to address this matter further As this matter has been resolved and no additional information has been provided, we respectfully request the Revdex.com close this case Sincerely, Nicole P [redacted] Tier Customer Service
April 25, 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 March 5, 2017, Mrs [redacted] booked an Expedia Vacation Package which included roundtrip flights from Atlanta, Georgia to London, England and a five-night stay at the [redacted] from April 6, 2017, through April 11, We understand from Mrs [redacted] ’s complaint that she was not pleased with the room that she was issued by the [redacted] hotel so she contacted Expedia immediately but, nothing was done for herShe stated that neither Expedia nor the [redacted] was accommodating and the staff at the hotel was rude to herMrs [redacted] ended up booking another room at the [redacted] that she paid for out of pocketShe is requesting a refund for the vacation package and cab fareShe would also like an apology for the hours she says was spent on the phone with Expedia We regret to hear that Mrs [redacted] ’s vacation experience was not to her satisfactionAll information found on our website is maintained by the individual propertyWe solely rely on the information they provide usAccording to our records, we were contacted on April 11, 2017, the day of check outOur representatives made several attempts to obtain a refund or partial refund from the [redacted] on the customer’s behalfRegrettably, our attempts were unsuccessful Expedia.com acts only as a third party intermediary for hotels and has no control over the hotel, any of the employees or customersHowever, if one of our customers has an unsatisfactory experience during their trip, we try to assist our customers to resolve any issues they encounterMoving forward we encourage Mrs [redacted] to contact our customer service team from the hotel if the accommodations are not satisfactory upon arrivalThis enables us to attempt to find a resolution at that time, rather than after the fact 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
December 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, 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 Unfortunately we were unable to locate Ms [redacted] account or itinerary with the information providedAt this time we are requesting Ms [redacted] please provide the email address associated to the itineraries mentionedThis information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist further 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
May 25, Revdex.com E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted] We regret to hear that the our actions on behalf of the customer were not successful We have further researched Mr [redacted] ’s issue (Revdex.com case number [redacted] ) regarding a refund that we processed earlier While we show the promised future travel coupon did apply to his account, the refund unfortunately did not process properly On May 25, we have again processed the refund in the amount of $ Our system does show that it has posted successfully Payment Detail Payment ID: [redacted] Date: 5/25/ Itinerary: [redacted] Amount: $ Action: Refunded Form Of Payment: MasterCard Expires: [redacted] Card Holder Name: [redacted] Processed By: Expedia We apologize to the customer for the inconvenience this situation has causedThank you for allowing us to address this matter further If 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 April 22, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia.com 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.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel booking We understand Mr [redacted] is currently requesting a refund of $24.94USD and two coupons of $50.00USD The customer stated that on March 28, 2016, he contacted Expedia.com customer service while he was searching for hotel bookings, and the agent quoted two rooms at the Hotel Rio Suites, for a total of $172.48USD Per the customer, he advised the agent he located the same room type at Rio All Suites, for a total of $128.94USD via the website bookit.com According to the customer, he accepted to book the reservation with the agent on the phone, as the agent verified the rates and advised she could book the reservation via Expedia.com and process a price match as well as a $50.00USD coupon per room However, it has two weeks have past and the customer did not receive the refund or the coupons promised In addition, the customer complains about the long holds and that the agents were not helpful when calling into Expedia.com customer service to complain about the refund delay On April 12, 2016, we received receipt of the Revdex.com complaint On March 28, 2016, assisted by an agent the customer booked a hotel reservation via Expedia.com, itinerary [redacted] with Rio All-Suite Hotel & Casino, for a total of $172.48USD Chewas on April 5, Check-out was on April 6, Our records indicate April 11, 2016; the customer contacted the Expedia.com customer service department to request a refund of the difference in rate and two coupons of $50.00USD The customer acknowledged the agent, who booked the reservation, and advised Mr [redacted] she would submit a price match claim and the customer would receive the refund of the difference in rate, as well as two coupons of $50.00USD However, when the call was escalated to a supervisor, the agent could not hear the customer on the other side After the agent advised the caller, they could not be heard, the call was disconnected In reviewing the customer’s account, we have confirmed there was a service error in Mr [redacted] reservation The Best Price Guaranteed program applies only to customers who purchase an Expedia booking and locate a lower rate within hours of the purchase If customer meets the criteria of the program, Expedia.com will honor a price match and provide the guest a coupon of $50.00USD per booking The agent, who made the reservation, promised the customer a refund for the difference in rate in addition to two coupons of $50.00USD; however, the agent did not submit the claim as promised Expedia has honored Mr [redacted] request and processed a refund of $24.94USD regarding the hotel price matchThe refund will reflect on the customer’s original form of payment within 3-business days In addition, two coupons of $50.00USD were added to Mr [redacted] account Expedia is committed to providing an excellent standard of service to our customers However, there are times when we are unable to reach all of their expectations We apologize that the customer service Mr [redacted] has received did not reflect thisThe feedback that Mr [redacted] has provided to us will be helpful in looking at our customer service and gauging our customer’s satisfaction and perceptions For your assurance, we are forwarding this to the appropriate department to take into consideration in our continuous effort to provide better service to our customers 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, Misleide B [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: this information is not trueExpedia did not advise us that the reservation was non refundableI did not authorize expedia nor it's rental listing to use my credit card through their paypalAlso I did NOT check in at that property at all, there was no property to check in at!! Expedia.com is trying to cover up for their scam listings instead of taking responsabilityI did not request any vouchers from expedia and I don't want the $voucher you offered me--I mentiones that to several supervisors at expedia Sincerely, [redacted] ***