Expedia
reviews and complaints

Iterniary number- [protected].
I Made a booking for the grand burtstin the images looked amazing. We arrived and it wa horrendous. Trivago changed us to a best western hotel for an additional cost of £15.
There has been two payments taken from my bank on for £69 and the other for £89 I am confused to why this has been done.

We arrived at the second hotel after speaking to Trivago for over 2 hours at this time it was around 8pm we checked in. This hotel didn't look much better scaffolding outside but we just wanted a bath to then go out. Well we go to the room folded back the sheets and there was short and long hairs. I brushed these off before my partner see as he was already (picture was taken)demanding to make the trip home. I was desperate for this not to ruin the trip however when we visited the bathroom it was grim black dirt in the bath. Mould on the soap holder and hair in the plug.
We did not have a shower or bath despite are long journey. The door would not shut propelry and the curtains was to small for the window.
Please recommend what I shall do

Dear Sir, Madam,

My name is Emilie Ghio, I live in Cork, Ireland. I am contacting you regarding a mishap that happened in Galway in the night of Friday June 16 after I booked a hotel via Expedia.ie.
(Itinerary #[protected])

My mother was visiting me and we decided to tour around the Atlantic coast of Ireland. Our last stop was in Galway and we booked an accommodation through Expedia.ie. We payed €80, 00 for a double room, breakfast included for 2 people. The payment had already been processed, we did not have to pay upon arrival. The B&B is Corrib View, 12 Woodhaven, Merlin Park, Galway.

However, when we arrived at 7pm, the lady who owned the B&B told us that there had been a mistake, that she had gone out shopping and that her son who was tending the B&B in her absence had given our room away to a lady who had arrived in the meantime and who introduced herself as Emily. He thought that it was me and gave her the room.

The lady told us that she had arranged for us to stay with her friend and neighbour who also owned a B&B two houses down her own, at Grange House 15 Woodhaven, Merlin Park, Galway. She affirmed that the standard of the room was the exact same as the one we would have had in the room we had booked with her.

However, when we were given our room in Grange House, we noticed that the room was extremely dilapidated and run-down and more importantly, quite dirty, with hair in the shower and dust pretty much everywhere. The towels given to us were not clean either. We decided to leave and drive back to Cork immediately (where I have been living for 6 years) but not before telling the lady who owned Grange House that we were not happy with the quality of her room and the lady who owns Corrib View that we were very unhappy with the situation and that the arrangement did not provide us with a room that was worth €80.

The Grange House's owner was not happy with our comments about her room and called me a liar for telling her there was dust, and the Corrib View's owner explained that she could not refund us because the money had been processed through Expedia.

I decided to leave a comment regarding both B&Bs online and noticed on Booking.com that such a similar situation had happened already (see attached picture).

I am very dissatisfied with this situation as I lost €80 and had to drive down to Cork in the middle of the night after a already very long day driving down from Letterkenny. I also feel that the explanation that the Corrib View's lady gave us regarding another person named Emily coming just before we arrived is a bit odd, especially considering that this seems to have happened to other customers already.

Finally, when I looked online on Expedia.ie to look at reviews, I noticed that the Grange House's reviews were quite negative, commenting on the dirtiness of the room. I also noticed that Corrib View had great reviews generally (that is why I booked a room there) yet the few negative comments I found regarding that B&B were answered by the owners saying that the people who left the comments were drunks or had never showed up. The lady who owns Corrib View also told me after she told me she would put us with her neighbour that she would mark me as "no show" on Expedia, since I would never actually stay in that room.

I am now afraid that if I post online, she will either answer back that I showed up drunk or that I did not show up at all. There is proof that we arrived in the estate since we signed the guest book in Grange House.

I am therefore writing to you to raise my concern that this may not be a one-time occurrence and that people should be made aware. If you would not mind investigating this matter, it would be highly beneficial for future tourists.

Let me know if I can be of futher assistance.

Thank you so much.

Kind regards,

Emilie

I booked a flight through ebookers on 26 March, itinerary number [protected]. The money left my account immediately. A few days later this flight was cancelled and I was not able to take up any of the alternative flights. Since then ebookers have been first been pretending not to understand what my issue was, then suggesting that the refund had to be signed off, culminating in me receiving a confirmation of refund stating that "Dear Ebookers.com Traveller, We're happy to confirm that we have processed your refund application today." This was on 24 April 2017 and was supposed to take 6-10 days. The money was not refunded and on 16 June I spent over an hour being sent from one person to another. At the end I was told that the refund was processed, however, the agent refused to tell me into which account. On 23 June I called again and was told that no refund was ever processes and I had been basically lied to on the previous occasions.
How can this company still operate? Shame on them stealing from people. I have never made a complaint before but this is unbearable. I am writing this 42 minutes into the current call, after I have been told that the agent is trying to get a line manager to authorise the refund. I have difficulty believing this.

We booked the Westgate hotel in Las Vegas with you and were shocked and angry on arrival. Other hotels we looked at on your site stated 'excludes resort fee of $29.95.'
We found the westgate and it DID NOT state anything about a resort fee. Infact it said 'includes taxes and fees'
I paid for the hotel straight away online so as to secure my booking. On arrival after a long drive, we were told by reception that we would have to pay an extra $101 for the resort fee.
I would not have booked this had I been aware of the extra fee - which you DID NOT STATE.
We have used your website many times before and are extremely upset by the way this transaction has been handled. I would like refund of the 'hidden' resort fee of $101.
You have to clearly state any added fees. You did not. Very disappointed.
I look forward to your response ASAP
Thank you

If you can find a deal on a ticket through Expedia then that's cool, good for you. But be well warned, if you have any issue that requires their support you may find yourself very disappointed.

I made the mistake of buying a couple plane tickets that I needed changed. I contacted the airline and they had a policy that allowed tickets to be fully refunded within 24 hours, and were also happy to make the requested changed.

However they could not because the ticket had been purchased through Expedia and they directed me to speak with them.

And for the record Expedia clearly states their policy is that they will not add any charges for any changes to tickets, and will defer to the policy of the airline.

I called Expedia's support line, explained the issue, and then was put on hold while they tried to call the airline. After waiting a while I was advised the airline (that I'd just spoken with) weren't answering the phone.

Okay.. A little odd..

I was advised that "offline support" would take over resolving my case and I should expect to hear back from them within 24 hours.

I never heard back from them.

I sent Expedia a couple more messages requesting an update and support.

I submitted the form to escalate the issue. According to their site they "review it and contact you within 72 hours".

I never heard back from anyone at Expedia. I have no idea if they tried anything but they certainly never tried to assist me.

We bought a second pair of plane tickets from another airline directly and had to leave our tickets unused. Complete waste of money.

Do not use Expedia if you can help it. You will be far better off going directly to the airlines and hotels. It may be a bit more work to research, but the cost is the same if not better. And most importantly the customer service is worlds better.

Expedia didn't just fail us with their customer service, they abandoned us altogether. We were their customer, we paid them for a product that could not be used. They completely disregarded their policies.

There is no excuse for that.

Expedia booking # [protected] for magnuson grand memphis airport - graceland 1471 e. brooks rd, memphis, tn 38116. check in 5/26/17 out 5/29/17.

Desirable resolution: refund

The description of the magnuson grand memphis airport hotel is extremely misleading. images on website indicate extremely different than actuality. very poor.

The website describes it as:
"the new magnuson grand hotel offers upscale service at an affordable rate our clean, and charming 240 room property offers more amenities than any average lower priced hotel, join us for our complimentary group welcome reception, free wifi, complimentary breakfast, great customer service, free airport shuttle and a garden poolside party atmosphere. not only are we centrally located to all the fun things to do in memphis but, we are only 5 minutes from the beautiful graceland. guest rooms – boasting 249 non-smoking guest rooms of various floor plans including standard doubles, king, and queen, the memphis plaza hotel/airport offers the following amenities to those who select the hotel for their memphis visit: cable tv, free local calls, voice mail, hair dryers, complimentary toiletries/bath items, coffee makers, clock radios, air conditioning, irons/ironing boards, high-speed internet access, wake-up calls, and housekeeping services."

This is very misleading and untrue. the free parking is surrounded by armed security who do not appear qualified to be armed. there are prostitutes and pimps roaming the lobby and parking areas. the "free" wifi did not work what-so-ever. we did not even have a phone in our room - although they list it on the website. they also list a hairdryer. the hairdryer was there however, it did not work. air conditioning is also listed. no, we did not have air conditioning. we had a box fan. the elevator was not in working condition. we were staying on 2nd floor and had to use stairs. my husband is 20% disabled due to knee injuries so this made it very difficult. the pool that is listed on the site is not in working condition. they list this hotel as 249 non-smoking guest rooms. not only were the halls filled with cigarette smoke, the amount of marijuana through the halls provided a thick hazy cloud of smoke. images of the rooms online show nice accommodations. our bathroom tub and counter were stained in filth. our comforter was extremely outdated and stained. the carpet was musty and damp. the website also listed two bars and dining areas. these areas were not open and were listed for lease. the fact they list it as "upscale service and affordable rate for clean and charming property" added to our upset. when we arrived they told us they did not have a reservation for us even though we provided all the documentation stating otherwise. we had to wait in the dirty, unsafe lobby for nearly 2 hours trying to get our room.

I booked three rooms for one night at Days Inn Levis Quebec. I accidentally inserted the arrival date as July 12 instead of August 12th. I immediately realized my mistake and called Expedia. They contacted the hotel and were unable to reach the manager. I followed up this morning, they called manager and said there was nothing that could be done and I have to pay the $380.00 for a room I will never use. I also followed up with the manager and she confirmed there was nothing they could do as I booked through Expedia. I understand that there is a non-refundable policy however there should be more flexibility for a cancellation within five to ten minutes. It was obvious that this was just a simple mistake.

Confirmed booking references/booking details were issued to me by expedia in september 2016 for hotel rooms in makkah, saudi arabia.

Booking agent:expedia.com (The well known online travel agent).

Expedia.com, for the past ten months, have refused to resolve my above denied reservations at hotel makkah rroyal dar al eiman+ other hotels.

Six months ago, and after long struggle plus endless communications, expedia did 2 relocations to hotel makkah hilton towers.

Regrettably, today monday 6th june 2017 (Ten months after the reservations were made), I received email cancellations for ten of my confirmed reservations.
The cancellations have included one of the two confirmed relocations the stay period is june 13-15.

I immediately sent many emails to expedia (To all concerned including the ceo), called expedia's relocation and reservation department many times but to no avail.

According to the rules of hotel bookings, when such situation occurs the booking agent (Expedia.com) is fully responsible for :

1- immediate relocation, at no extra cost to the guest, at a higher grade prominent brand hotel, opposite kaabah in makkah.
2- compensate the guest (In this case me at least $ 3000, 00000) for all the hassles and inconveniences created/caused by the agent (Expedia).
3- discipline the property that denies the reservations and its owners
4- remove and abandon all properties that denied reservations from expedia's search engine.

Hello,
I stayed at Hometel in St. John’s Nfld from May 15 to the 21st, 2017 where I encountered housekeeping problems. I was informed by Norma the hotel manager that I should contact Expedia re an adjustment to my charges(refund). I was told this had been arranged but have not been credited. If this is not resolved quickly I will not be using Expedia in the future.
Please look into this for me. My itinerary # is [protected]

My name is David Arruda, I work with IAVGO Community Legal Clinic, a legal aid funded clinic that helps to resolve WSIB issues for low income workers. I am complaining in regards to a ticket we purchased for our client M. C (Itinerary #: [protected]). We booked a flight because we have a client from Jamaica who has a hearing. We purchased insurance because there was concern that the temporary VISA we had applied for would be denied. The application was denied and our client was unable to make his flight. I called the insurance company(Allianz) and I was informed by an agent there that I would have to cancel with Expedia before I could make a claim. I called Expedia and the agent that answered told me that I could not cancel through them, but I would have to cancel with the Insurance company (Allianz). I informed him that this did not make sense and I was hung up on. After confirming with Allianz that I do have to cancel with Expedia. I once again called and the agent who answered this time helped me process my cancellation. However, before processing the cancellation she informed me that there would be a refund credit applied. I informed her that I could not accept the credit because the flight was for the client and as a legal aid clinic our resources our limited and we would be unable to use the credit. They informed me that they spoke to their superiors and that the refund would not be applied. I asked for a confirmation email and they said that they sent it, but I did not receive anything and expressed this to them. They informed me that I should receive it before the next day and that if I wanted to look to confirm the cancellation I could go on the website, which when I did visit the website it did show me that the flight had been cancelled.

I checked my email the next morning (May 30/2017) and I had not received anything. I called Expedia again and they sent the confirmation of the cancellation, but not a statement that the refund would not be given. Later I was disappointed to see that the refund had been processed. I called again to speak with an agent and explain the issue. I was informed that the agent should not have promised that the refund would not be applied because it is an airlines policy. I told them I understood this and explained the sensitivity of our situation as a legal aid clinic. I also asked that if they could not assist me that I would like to speak to someone that could help me, whether it be with them or the airlines. The agent stated that they would transfer me to the airlines, but instead hung up.

Our clinic as a Legal Aid clinic has incredibly limited resources and having this credit, which is a substantial amount of money, that is impossible to use is an unnecessary strain on our resources. On top of this issue, the way I was dealt with my the Expedia agents was unacceptable, to hang up on a customer who is not being rude and is trying to resolve the situation in a cooperative manner is not an appropriate way to handle business. We have used this service in the past and after the events that have transpired these last couple of days it is a service that we do not plan on using in the future.

If someone could contact me to resolve this issue our clinic phone number is [protected] and my email is: [protected]@lao.on.ca

Hi, I have a reservation with itinerary number [protected], the price of which went down because I booked a flight from expedia as well. However, I failed to enjoy this discount because I booked flight after booking a hotel. Therefore, I called expedia to ask them what they can do in order to reduce my loss. One of your agent gave me a coupon nicely, but when I tried to use this, I found it only works for flights or some other bundle deals which is useless to me and will expire in one year. I called back to ask that whether expedia can change another one works for hotel only for me, but they refused to do so. You can see that if I don't buy any deals the coupon can be applied, I don't reduce my loss at all. I just want to get one useful for me, I just want to change that, not add a new one, this can be declined by your agent either. I really really don't know what to say about this. It's really speechless. If a person don't need to buy a bed in a year, the coupon for this is just a waste.
My name is Fangfei Ge, my account number is [protected]@qq.com, you can check my identity and see my reservations.

I had several reservations from expedia, but what you have done to me makes me rather disappointed.

My name is Ana Almeida Rebelo and the reservation number is: [protected], made from Expedia.de
I made a reservation for a room at Historic Appartments in Budapest, single room with city view, when I got there they put me in a small closed room without window and no city room. I tried to arrange something with them and they and nothing else to offer me. The room was impossible to stay in, it was a hole. I took pictures to prove that that room was not the one I booked. I had to left since it was miserable and they had no solution​. It was the first time I had problems with a reservation with Expedia. What can I do? Do I get a credit to a future reservation? I will definitely give a negative recommendation for this hotel and its service. They had a problem with the booked room and didn't warn anyone. The towel was old and unclean, as well as the deck. The bathroom was dirty and a mess. The window in the room led to the collective toilet.

We made a reservation to life-suite in Toronto from 5/18-5/22 and due to canceling of a business trip I had to cancel the hotel which is supposed to be non refundable. I went through a few phone calls and one of the agent was able to get me an exception with the hotel for extending the dates. I was extremely happy with the service at that point. On 5/15, I received an email from life-suite welcoming us to the hotel, so I contacted the hotel as well as Expedia and I was told that I needed to have made change of date prior to 5/15 otherwise is a no show and I loose the entire $1800... I went through a few calls and one of the manager promised me that the situation will be escalated to their corporate office and they will listen to the converse I had with the agent on 5/8 to verify if it was the agent's fault for not conforming me that I must change the date prior to 5/15. Shall that be the case he would process a full refound. He never got back to me within 72 hours as promised so I made another call and I went through another very rude manager who accused me of knowing the change of date. He said if I didn't know why did I call on the 15 th. I'm extremely frustrated and angered by this accusation. I finally got transferred to Jacky who works for Expedia corporate. She resolved it with a refound of $600 even though they had listened to the call and it was verified that it was the agents mistake. Jacky 's response was via email as I missed her call. I called in again since I am not satisfied with the solution. I do not understand why we as a assumer are blamed for for the agents mistake and now Expedia is taking $1200 away from us. I spoke with another lady from corporate and she was extremely rude and unwilling to discuss the matter with me. She said if I'm not taking the solution provided by jacky, which is the only solution available there is nothing to be talked about and she hung up on me. Expedia is a scam. They steal your money

We checked in last night 21st of May @ 11 in the evening. As we entered the room it was so stinky so I went to ask front office if they have any room spray and they said they dont. As we were about to sleep, the duvet in the room again smelled like sweat and body odor, I have to report it to front office again and I took the duvet with me for the staff to check. They gave us 2 brown blankets. SHEETS AND PILLOWS are all un washed. The front office staff told me she cannot do so much in the evening so she just made note for the next shift in the morning to see what they can do.
We went to check out tge next day and ask the manager Emy and another front desk staff regarding what they can about the issue and they said they CAN NOT do anything about it because we booked in EXPEDIA.

Yes we understand that it has been booked through 3rd party, but it is their hotel. We booked in good faith and expected our moneys worth.
It was a very bad experience and worst is staff never seem to care.

I hope this letter will be addresed. I wish that no guest will ever experienced it  again.

Yours truly,
Karen Gauat
Room is booked by Janray Moncada

Believe me Expedia is a terrible site, don't even think of using their service. I booked a hotel stay and received the worst time ever. They charged me twice and I wasn't able to get a refund no matter how hard I've tried.
I even involved the hotel and hotel manager tried to help, but Expedia ignored us.
I will never use them again and will spread this information to warn other people about this terrible and dishonest company.
I sent tons of messages, but they ignored them all, and every time I called they asked me to wait on hold and then hang up. Beware of Expedia!

Itinerary #[protected]
May 7, 2017. My son ordered a car rental from Hertz through Expedia January 1, 2017. Two weeks ago I called Hertz at the Phoenix airport and told them that my son was a college student and 21. I asked if there would be any problems and what he needed to bring. I was told if he was using a debit card he just needed an extra piece of identification. Nobody at any time mentioned he would not be allowed to rent a car because he doesn't have a high enough credit rating, but that is exactly what happened today. He is currently stranded in Phoenix and looking into renting from another company. This is completely unacceptable and I am furious. My husband, my brother, and now my son have used Expedia for years. This may be the last time any of us do. I would like to hear from you because my husband and I are considering filing a lawsuit against Hertz.

I have 6 times contacted your support center and asked for call backs from management to no avail. I have also emailed with no response and submitted info requesting response via website. All to no avail.
We planned a vacation to Aruba last June to go in January - confirmations six months in advance. Having never been to Aruba and having heard so much about it, we were all excited to go!
We were scheduled to leave on January 12th and return January 17th. Knowing this would probably be our only trip to Aruba, we planned the best we could. Reserved Ocean View Jr Suites at the Riu adults only all inclusive hotel. I've stayed at the Riu Paradise Island several times and have been quite pleased We had planned an early flight out of Boston so we would have the whole afternoon and evening in Aruba. Everything was set for a wonderful vacation!
So we flew down and went to the Riu to check in. At the front desk, they told us that they were overbooked and needed to send us to a different hotel - the Barcelo- which no one had heard of. We begged to stay there as we had booked with confirmation through Expedia six months prior! We were there before noon - couldn't they give us rooms and move the people to come later ?
No no nothing. I called the Expedia help line who said they had notified us by email - at 3 AM that morning! I am not on email at 3 AM! Nothing they could do for us.
The Riu manager insisted that we were actually being upgraded. The Barcelo was to be a better hotel and we would have upgraded rooms. So we went begrudgingly to the Barcelo. This was upsetting enough, but when we checked in, our upgraded rooms were the cheapest and worst in the hotel - basement floor overlooking the maintenance area! The beds were so small my sister and her husband could not even sleep together ( we had reserved King size ).
Not only were they the worst rooms - they were the least expensive so all our neighbors were families! We had intentionally reserved an adults only hotel. Instead we had kids running up and down the hallway and forget using the pool or whirlpools - just filled with kids playing!
Through all this we had lost the whole day !
The restaurants at Barcelo were terrible. After trying 2 - we decided we had to eat out instead - obviously a significant expense!
The Riu provides free non motorized beach sports equipment and free wifi - we were charged for both at the Barcelo. They do advertise free wifi - you can do 1 hour per day in the lobby only. I had to pay $12.00 per day - per device - separate charges for cell phones and iPads !
Cost per person differential between rooms/hotels - $300 per night x 5 nights x 3 people - $4500
The rating of the Barcelo on your own site is 3 while the Riu is over 4.
Although we were given a voucher for a return trip to the Riu - that's well and good, but we still need airfare, expense money and vacation time! We are not sure we want to return - who knows what will happen next!
We all saved for a year for our wonderful trip. We booked thru Expedia, as I had several times before, so we could be confident all would go well. Instead we had the most disappointing vacation ever. My sister called and complained and they offered a $100 hotel credit thru Expedia. That is insulting to begin with and useless to us as that is the one thing Riu promised us. Better yet, after complaining they offered me $50 coupon. Our trip cost $6, 485!
We have done a lot of business with Expedia over the years and feel strongly that you should step up and make this up to us - at least help us with a return trip.

I mistakenly booked a hotel reservation (Reservation #: [protected]) in the incorrect state on 4/14/2017. I was suppose to book a room for Emporia VA instead I accidentally booked the reservation in Emporia KS. I called Expedia.com on 4/14/17 customer service line where the agent informed me I could cancel and get a refund. They just had to call the hotel to get a refund code from the manager. The agent called the hotel and the manager was not in and he said that Expedia would email me on the following Tuesday 4/18/17 to process my request. So on Tuesday no one had emailed me so I called Expedia back and another agent called the hotel and the manager was not in again and would not be in for a couple of days. The agent promised to call me on Thursday morning 4/20/17 to contact the hotel manager to get this special refund code. So Thursday came and no one called so I called that evening and spoke with a agent who had me on the line for an hour. The agent promised me that I was eligible for a refund and that she had to contact the hotel and speak with the manager...well because this was days after the initial reservation the manager refused to provide the agent with the code for a refund. In which, every time I called, the manager was never available for the refund code and Expedia failed to follow up with me as stated via phone and I had three different agents tell me I was eligible for a refund. Well the agent I spoke with on 4/20/17 stated she could provide me with a $100 coupon towards my next hotel stay or flight reservation on my Expedia account that I did not know I had. So today with is 4/21/17, I get online to check to see if I had the coupon credit under my account with the email [protected]@gmail.com. Well of course when I looked for it...I did not find it. Even attempted to follow directions on the website to find it and there is no coupon there. Needless to say...I want my coupons since my initial issue was NEVER resolved. If they cant provide me with a coupon, my hotel reservation refund would be just as good. Expedia did not handle this situation as they should have. Never tell a customer they can get a refund then say...sorry...we cant. Worst customer service ever...I will never use your services again.

I received a call on Friday, April7, 2017 regarding an airline change. I called once I made a decision on April 12, 2017. Louis tried to take care of my situation but because he was unable to get to the airline, he gave me a complaint number and recommended that he would have someone else contact me. That was the last time I heard from anyone at Expedia via phone. I got an email on the 14th to say they are taking care of my situation and that I would have gotten an update within 24 hours. I have not heard from Expedia since. Numerous calls at varying times to the company have me waiting for more than 10 minutes without a response.

I booked a package deal to Denver a little over a month ago, flight/car/hotel. Flight was great. Everything went smooth. Landed in Denver, took the shuttle to dollar rental to pick up the car. There, they told me if I was using a debit card, I needed 2 forms of I.D. Now, I was unaware of this before hand. I was never told this info ahead of time, so I was unable to receive the car from them. My girlfriend and I had to walk along the highway to different renters to rent a car. When we finally found one, it cost me an extra $410 out of pocket to get a car-again. So, I'm tryin to get refunded for the portion of the car rental I paid for a month ago, in advance. Or credited somehow for wut I paid for-today. Everything else so far has been good, please get back to me right away. Thank u
Rick