TravelNow.com

Hello Revdex.com, I am pleased to provide assistance with case # [redacted] Upon reviewing Mr [redacted] request, I have been unable to locate a reservation with the details provided It would be of great assistance, if the customer could provide additional specific booking details - such as itinerary number, name of hotel and dates of stay, etc - so we can further proceed with our investigation Thank you for bringing this matter to our attention and allowing us a chance for resolutionI look forward to your response Regards, Vanessa FCustomer Relations Specialist

Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact [redacted] , 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 [redacted] , Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you [redacted] 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 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 us Sincerely, Tier Customer Service

November 13, 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 you Expedia is responding to the consumer complaint for Mrs [redacted] (Revdex.com case number [redacted] ) regarding a refund request Our records indicate that on February 7, 2015, Mrs [redacted] self-booked a package reservation using Expedia’s website, itinerary The package included flights and hotel accommodations for two travelers, for a departure on March 14, 2015, and a return on March 22, On March 12, 2015, Mrs [redacted] self-booked another package reservation using Expedia’s website, itinerary [redacted] The package included flights and hotel accommodations for two travelers, for a departure on May 2, 2015, and a return on May 10, Mrs [redacted] is requesting a refund in the amount of $2682.96, which represents the hotel portion of itinerary [redacted] Mrs [redacted] claims that when she contacted Expedia on March 12, 2015, she was advised that she can book a new package and her first itinerary will be refunded in fullMrs [redacted] advised us that due to her first itinerary not being refunded and the unsatisfactory customer service received from Expedia’s representatives regarding this issue, she chose to also cancel the second itinerary, and request a refund of both As stated in Mrs [redacted] ’s Revdex.com submission, she disputed the charges for both itineraries and received a refund for all components, except for the amount of $While we were unable to verify the information provided to Mrs [redacted] on March 12, 2015, on November 13, 2015, Expedia issued a full refund in the amount of $2682.96, as a gesture of good faithThe refund will be received as two transactions, of $and $447.16, back to the original form of paymentThe time it takes a refund to post to Mrs [redacted] ’s account depends on how quickly her credit card company processes refunds, generally within 3-business days We regret Mrs [redacted] ’s experience was not as we would have hoped, and any subsequent inconvenience 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 us Sincerely, Lidiya N [redacted] Tier Customer Service

Hello Revdex.com, I am pleased to provide assistance with case # [redacted] Below are the findings and resolution to the case: Findings: According to our records, on May 29, 2015, Ms [redacted] reserved a Resort Queen room, for check in June through check out June 16, The cancellation policy agreed to at the time of booking states: Cancellations or changes made after 11:AM local hotel time, Thursday, June 11, are subject to a hotel fee equal to night(s) plus taxes and fees Cancellations or changes made after cheare subject to a hotel fee equal to 100% of the total amount paid for the reservation Travelnow.com follows the hotel’s policy on cancellations and charges accordinglyTravelnow.com does not have a separate cancellation fee or penalty Our records show that no contact was made to our Customer Care Team prior to June 13, On June 13, 2015, Ms [redacted] contacted our Customer Care Team to cancel her reservationMs [redacted] was advised that her reservation was within the cancellation penaltyAs a courtesy, we contacted the Mirage with the customer’s refund request The property advised they would charge according to the cancellation policy agreed to at the time of booking which states: • Cancellations or changes made after 11:AM local hotel time, Thursday, June 11, are subject to a hotel fee equal to night(s) plus taxes and fees • Cancellations or changes made after cheare subject to a hotel fee equal to 100% of the total amount paid for the reservation On June 18, 2015, Ms [redacted] contacted the Customer Care Team and after additional contact by the agent to the hotel, she was advised of a one night penalty After receiving your request, we contacted the property management again on June 26, with a second appeal of the customer's refund requestThe property staff confirmed that the reservation was billed in full in accordance with the cancellation policyI was also advised that there was no record of the guest contacting the hotel directly to cancel her reservation Resolution: Unfortunately, because Ms [redacted] did not contact the Customer Care team to cancel her reservation prior to the terms agreed to at time of booking, and the hotel is charging in full, I regret to advise that we are unable to honor the customer’s request for a refund of $ Thank you for bringing this matter to our attention and allowing us a chance for resolution Regards, [redacted] Customer Relations Specialist

Complaint: [redacted] I am rejecting this response because:I did call on June, 11th, and if necessary I can provide a phone record I know that you state that all of your calls are recorded so I'm sure that you can find my record as wellI recognize that I called a few hours past the 11:am deadline but your representative told me that since it was just a few hours she thought we could still get a full refund ALSO when I spoke with the wholesale department through the hotel on June, 18th, they stated that your company needed to fax them a request to cancel and get a fee waiverThat was never done If travelnow.com had done the appropriate thing in the first case, I would have received a refund Also, if I'm only being charged one night, it shouldn't have been such a high fee The three separate times that I contacted the company, I was told something different When I called on the 13th and was told that your company was sending a request through the billing department to get my refund so I couldn't go on my trip anyway That never happenedI was told three separate things each time I called and none of them actually occurred I believe that it was the negligence of this company that caused my feesSincerely, [redacted]

October 28,
Revdex.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 *** * *** (Revdex.com case number ***) 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

Complaint: ***I am rejecting this response because:
I have not received my refund and I have made several phone callsA superviser called and said she would follow up and that was well over a month agopI tried to call that number and it is not one that allows calls in. Sincerely,*** ***

Complaint: ***I am rejecting this response because: My complaint has not been resolvedI have attached my dispute letter to my credit card company for the first payment which has already been resolved but the second payment was not fully refund and is pending in dispute with ***'s *** ***The dispute was made at the same time and I still haven't gotten my answerStill having the run around with ***'sI am getting calls from collection company trying to collect from me and every time I call ***'s they would say my dispute is still pending and has not been closedI did get a phone call from Expedia today but unfortunately I was at work and had missed the callI returned the call but the number did not take return callsRepresentative said she would email meI did respond to her email with clarification on what she neededThe reason why I made the dispute with my credit card companies is because the last person I spoke with(Expedia representative) advised for me to do so to get quicker resolutionI surely appreciate your time helping me with this matter. Thank youSincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAlthough I have not been credited as of yetI sent the receipt to *** on Oct 30, It is now days laterIt is now months since the problem occurredI do not think this time line is acceptable and I hope *** changes it's practices in customer serviceI have attached my Visa statement again as Attachment above
Thank you. Sincerely, *** ***

Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Dear Revdex.com,
 
Thank you for taking the time to contact [redacted], Inc. 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. [redacted], Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
[redacted] 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 reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We will submit our final reply via the Revdex.com's website.
Again, we thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because: I am still waiting for my refund to finalize. Sincerely,[redacted]

January 13, 2016
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Expedia Case O-[redacted]
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear did not accept our response and/or resolution offered.
As previously advised, On July 10, 2015, we can confirm the customer contacted Expedia to cancel the hotel reservation. Since Expedia is a third-party intermediary, we had to contact the property manager to request a refund of the reservation. The hotel representative advised our agent that Ms. [redacted] would not be penalized for canceling the reservation and a full refund would be process. Since that time, the hotel has failed to process a refund.
In our previous response dated December 9, 2015, we advised Ms. [redacted] that Expedia would provide a one-time courtesy refund. Due to the fact the hotel reservation was a pay later booking, the hotel charged the customer directly. We requested that the customer provide us a bank statement that reflects the charges incurred by Hotel Agenor. To date, Ms. [redacted] has not provided the required documents to process a refund. Once we receive this document, we will be able to process the refund. The customer can submit a copy of the document via the Revdex.com complaint submission process.
We thank 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,
Hayden J[redacted]
Tier 3 Customer Service

November 13, 2015
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 time 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 for Mrs. [redacted] (Revdex.com case number [redacted]) regarding a refund request.
Our records indicate that on February 7, 2015, Mrs. [redacted] self-booked a package reservation using Expedia’s website, itinerary 197529478074. The package included flights and hotel accommodations for two travelers, for a departure on March 14, 2015, and a return on March 22, 2015. On March 12, 2015, Mrs. [redacted] self-booked another package reservation using Expedia’s website, itinerary [redacted]. The package included flights and hotel accommodations for two travelers, for a departure on May 2, 2015, and a return on May 10, 2015. Mrs. [redacted] is requesting a refund in the amount of $2682.96, which represents the hotel portion of itinerary [redacted]. Mrs. [redacted] claims that when she contacted Expedia on March 12, 2015, she was advised that she can book a new package and her first itinerary will be refunded in full. Mrs. [redacted] advised us that due to her first itinerary not being refunded and the unsatisfactory customer service received from Expedia’s representatives regarding this issue, she chose to also cancel the second itinerary, and request a refund of both.
As stated in Mrs. [redacted]’s Revdex.com submission, she disputed the charges for both itineraries and received a refund for all components, except for the amount of $2682.96. While we were unable to verify the information provided to Mrs. [redacted] on March 12, 2015, on November 13, 2015, Expedia issued a full refund in the amount of $2682.96, as a gesture of good faith. The refund will be received as two transactions, of $2235.80 and $447.16, back to the original form of payment. The time it takes a refund to post to Mrs. [redacted]’s account depends on how quickly her credit card company processes refunds, generally within 3-7 business days.
We regret Mrs. [redacted]’s experience was not as we would have hoped, and any subsequent inconvenience caused. We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Lidiya N[redacted]
Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because:I did call on June, 11th, 2015 and if necessary I can provide a phone record.  I know that you state that all of your calls are recorded so I'm sure that you can find my record as well. I recognize that I called a few hours past the 11:59 am deadline but your representative told me that since it was just a few hours she thought we could still get a full refund.  ALSO when I spoke with the wholesale department through the hotel on June, 18th, they stated that your company needed to fax them a request to cancel and get a fee waiver. That was never done.  If travelnow.com had done the appropriate thing in the first case, I would have received a refund.  Also, if I'm only being charged one night, it shouldn't have been such a high fee.  The three separate times that I contacted the company, I was told something different.  When I called on the 13th and was told that your company was sending a request through the billing department to get my refund so I couldn't go on my trip anyway.  That never happened. I was told three separate things each time I called and none of them actually occurred.  I believe that it was the negligence of this company that caused my fees. Sincerely,[redacted]

Hello Revdex.com,  I am pleased to provide assistance with case # [redacted].   Upon reviewing Mr. [redacted] request, I have been unable to locate a reservation with the details provided.  It would be of great assistance, if the customer could provide additional specific...

booking details - such as itinerary number, name of hotel and dates of stay, etc - so we can further proceed with our investigation.  Thank you for bringing this matter to our attention and allowing us a chance for resolution. I look forward to your response.   Regards, Vanessa FCustomer Relations Specialist

Hello Revdex.com, 
 
I am pleased to provide assistance with case #[redacted].  Below are the findings and resolution to the case:
 
 
Findings:
 
According to our records, on May 29, 2015, Ms. [redacted] reserved a Resort 2 Queen room, for check...

in June 14 through check out June 16, 2015.
 
The cancellation policy agreed to at the time of booking states:
Cancellations or changes made after 11:59 AM local hotel time, Thursday, June 11, 2015 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.
Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation.
 
Travelnow.com follows the hotel’s policy on cancellations and charges accordingly. Travelnow.com does not have a separate cancellation fee or penalty.
 
Our records show that no contact was made to our Customer Care Team prior to June 13, 2015.
 
On June 13, 2015, Ms. [redacted] contacted our Customer Care Team to cancel her reservation. Ms. [redacted] was advised that her reservation was within the cancellation penalty. As a courtesy, we contacted the Mirage with the customer’s refund request.  The property advised they would charge according to the cancellation policy agreed to at the time of booking which states:
•             Cancellations or changes made after 11:59 AM local hotel time, Thursday, June 11, 2015 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.
•             Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation.
 
On June 18, 2015, Ms. [redacted] contacted the Customer Care Team and after additional contact by the agent to the hotel, she was advised of a one night penalty.
 
After receiving your request, we contacted the property management again on June 26, 2015 with a second appeal of the customer's refund request. The property staff confirmed that the reservation was billed in full in accordance with the cancellation policy. I was also advised that there was no record of the guest contacting the hotel directly to cancel her reservation.
 
Resolution:
 
Unfortunately, because Ms. [redacted] did not contact the Customer Care team to cancel her reservation prior to the terms agreed to at time of booking, and the hotel is charging in full, I regret to advise that we are unable to honor the customer’s request for a refund of $94.94.
 
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
 
Regards,
 
[redacted]
Customer Relations Specialist