Customer service was horrible.
Booked an "all inclusive." Got to the hotel and it was *not* an all inclusive.
Spoke to customer service representative ("CSR") for nearly an hour. CSR claims I selected a package of airfare, hotel, transportation and would "include" the "hotel expense" of $50.00. The revised plan is now $720.00 more. I reasoned with the CSR that I had nothing in front of me (in the Carribean) to refute what he was saying, however, I disagreed with his position because, as the party that made the reservation I believed I had done everything properly.
I asked for a $200.00 cash credit to the resort to offset the additional $720.00 I was facing. CSR wnet to supervisor; answer: "A $100.00 credit towards my next Expedia.com trip." I tried to paint a picture of a consumer and a provider where, every once in a while there is a genuine issue of material fact, and that a resolution that demosnatrated a willingness to address that genuine issue would actually enhance the relationship long term. I re-stated my request for $200.00. No, I went through the whole thing again. The counter offer was $100.00 credit on next trip. I then explained that a $100.00 credit for my next trip was meaningless because this experience at "Getting to YES" was a failure. I told the CSR that if this was his best alternative to a negotiated agreement, his "company" not him ("George") had failed.
I thanked him for his efforts and concluded that I was not upset with him, I apologized if my tone with him was over bearing and wished him the best of luck. I was able to get a postal address and will send this concern to Expedia.com as well.