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Expedia / best price guarantee scam

1 503 Oak Place, #590Atlanta, GA, United States Review updated:
Contact information:
Phone: (404)766-0875

I was going to book a hotel with Expedia at Lakeside Inn Hotel/Casino in Stateline, NV. The quote on Expedia.com was about $199 + tax and fees for check in and check out dates 2/15/09-2/16/09. But I found a better price at priceline.com which was $109 for the same room type and same dates at the same hotel.

Since I am a long time Expedia.com customer and I had booked a lot of vacations with Expedia.com in tha past, I called and asked for the price difference. The representative told me that they can match the price and offer a $50 coupon to be used in future purchases. However she said I needed to book the hotel first with the Expedia.com listed price and then she would transfer me to another representative for price matching. I agreed and she booked the hotel for me.

After she transferred me to the representative (which I had to wait for 30 minutes to talk to), first, the representative confirmed the price on priceline.com. However he claimed that the hotels were not the same because the addresses were listed slightly different on priceline.com and expedia.com. Later he agreed that the hotel in question was actually the same.

Later on, he said he could not accept priceline.com's price for the price guarantee and said the terms of use for the price guarantee explicitly indicates that. During the time I opened the terms and conditions for the price guarantee on expedia.com and did not find any explicit exemptions about priceline.com prices. I asked him to e-mail me the information about the policy for priceline.com prices for price guarantee program. He said he is going to mail it to me right away and hung up. However as you might have guessed I haven't received any information.

I asked him that I only booked this because of the representative told me you would match the price and he said he could cancel it and that was what he did.

Later on I e-mailed the customer care department. I received a few unrelated replies and after those they started me giving reasons like "the itinerary is not purchased" and here's a quote from the e-mail reply I received:

"Thorough review of our records and verification through the Priceline.com web site, we found a difference in room type description. Please note the following:

Expedia.com web site - Standard Room Two Double Beds room type

Priceline.com web site - Superior Room 2 Double Beds Satellite Tvsmoking Or Nonsmoking Upon Request "

As it is clear from the quote, the two rooms are completely different. For example one room has "TWO" double beds while the other one has "2" as well as a smoking tv.

I asked them in my e-mails about getting to the bottom of this because that agent was bluntly lied to my face and canceled my reservation. Of course they never did and I think it is their policy to lie to customers to save a few bucks. I don't think I will ever deal with their false advertising and impeccable implemented cover-ups. I have already filed complaints by BBB.

Ku
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Comments

  • Vi
      15th of Mar, 2017
    0 Votes

    Expedia price guarantee is a total fraud. Customer Service agent told me file the guarantee claim via website and said someone will get back in 24 hours. On filing the claim, website said 48 hour response time. Now comes the third part - email that request has been submitted, That email says 72 hours response time. It has been more than a week now but there has not been a single response from Expedia - even after reminder emails/calls. If Expedia - an Internet Company - cannot get the response time correct at 2 places (ignoring Agent's reply), how can we expect them to do anything right. I used Expedia for few years now but not anymore. Total fraud.

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