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Very poor 🤒
We don't know much about how Expedia handles customer complaints outside ComplaintsBoard, but what we see here, on our website, is quite disappointing. We think there might be reasons for the company's actions (like not knowing about the complaints), and we would be happy to see them among customer-focused businesses that easily solve customer problems. But until that happens, we ask reviewers to be cautious when dealing with Expedia and using their services, and to carefully read the experiences of other customers on ComplaintsBoard, because who is warned is armed, you know! 💪
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V
12:00 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Expedia Don't believe ratings!

Do not believe hotel ratings and traveler reviews posted in expedia!

For 6 month my husband and I were preparing for a vacation in europe, a trip of a lifetime. We booked all the details of our trip (Hotels, plane tickets, etc) via a travel agency based in us and everything was organized perfect by my agent. However, our last stop of the eurotrip was vienna, austria, and as our agent told us she did not work with hotels in austria, I decided to choose a hotel via expedia. It was my first and last time to have business with them! I picked hotel ambassador in vienna that was listed as a 4 star hotel, and had a very high rating based on the published customer reviews in the expedia website.

My experience in the hotel was horrible and after I came back in us (Aug 5, 2007) I wrote my customer review about the hotel. I have sent them several reviews and they refuse to publish them on the web, I talked several times to their customer service. Their response was that expedia has the final decision which customer reviews to publish and which to reject. They did not want to explain the reason for rejecting my review. I guess they did not want to publish the review because it was totally negative.

The hotel review I sent to expedia is attached below:

Hotel ambassador, vienna

This hotel is hardly even a 3 star!

Expedia refers this hotel as a 4 star, others refer it as a five star. However, the only high star thing in this hotel is its price! Once we entered the room it had a bad smell that made us immediately open the window to just hear the noise of the construction going on across the street. There was an ashtray on the table but the staff confirmed this was a non-smoking room. The room looked exactly like the single room of the expedia virtual tour. We have paid for a double room. The double bed consisted of two single mattresses put next to each other; so do not plan a honeymoon in this hotel! The carpet looked old and not that clean, same for the bathrobes. The bathroom was very small, and we had doubts if the fan was working. It had a shower cabin only, a curtain around the shower actually. The curtain was couple of inches shorter than it was supposed to be, so while my husband was taking a 5 min shower the whole bathroom floor was getting wet. Not to mention that when my husband tried to take shower for the first time the drain was clogged and we had to call for a technician. Also, the shower gel bottle was not renewed like it is done in the other hotels, the "ambassador" staff apparently thought that a single 1 oz bottle is enough for 2 people for 3 days. The breakfast was not included in the price like in the most of the other hotels. Also, it did not have a concierge desk and the receptionist was having these functions as well. I definitely do not recommend this hotel!

Damage resulting = consequences:

I do feel discriminated when my review was being rejected multiple times. If you look on the expedia web page and the traveler reviews about hotel ambassador in vienna, you will see 14 out 15 positive reviews.

It seems to me that in order to sell a hotel better expedia publishes the positive reviews, and rejects the reviews of the unhappy customers.

The damage was:

I paid a 4/5 star price for a hotel that could hardly be rated 3 and the last 3 days of my "dream vacation in europe" left me with a bad taste in my mouth for the whole trip, as vienna was supposed to be "the grand finale"... It was... In a way... But not the way we thought!

Damage for the other potential expedia customers:

By carefully picking which review to be published expedia creates false image of the travel destinations and misleads customers!

I also feel very much hurt from their customer service attitude. I was told expedia decides which reviews to publish and which to delete even without informing the customer who wrote the review.

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Teofilomax
, US
Jul 28, 2015 4:38 pm EDT

I had exactly the same bad experience with expedia, they have refused to publish my bad review of a hotel in Rome.They said they have the right to publish or not to publish my review. I feel discriminated as well. Not working with expedia never again.

ComplaintsBoard
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12:00 am EDT

Expedia Worst moving company!

I am writing this letter to tell about my experience with Expediant Van Lines during my move from MA to PA.

I would not want anyone to go through the experiences I have gone through, during a process already difficult per se, i.e., moving. I think it is a total rip-off because not only they quote a different price and you end up paying (37%) more than the quoted price, but most importantly they impose so much economic and emotional costs on you that you get a horrible and traumatic experience in return for your payment.

First of all, company does a very poor job of informing you what to expect in terms of costs, not only their documentation is written very poorly to deceive the eye so that you would not see the small fonts, but they never tell you in person on the phone, even though you ask them. Second, and may be most important, they do not send the confirmation e-mail which includes such information, till the last minute, i.e., one day before the move, which is too late to cancel the service, and say, “oh there was something wrong with their e-mail”.

Third, the movers were never on time. And different people in the company tell different and inconsistent stories in regards to why.

Fourth, wait it only gets worse! They charge extra: the company tried to charge me for the extra pick-up, which I had already settled with the company earlier.

Fifth, one of the staff members got $200 from me to carry my stuff to and from the stairs (apparently they charge extra) and for the long haul way from the door to the truck, and said he would also do the stairs on the other end, in PA. Once my stuff came, he denied that I paid him for stairs, and did not want to do it. He said “ I do not remember you paying me anything” I had to remind him that I wrote him a check, and can ask for a copy from my bank to prove it if need be, then he unwillingly did it.

May be most importantly, the attitude of the moving team was unacceptably unprofessional, and almost to a degree of sexual harassment, such as asking if I am single, what is my phone number, and etc. Despite my warnings to the staff, that I do not feel comfortable with such comments, they had continued to keep at it, and even respond in a way that made it worse, such as “why not, you will never see us again you can feel comfortable”. Some of the staff members even offered to give me a discount if I had smiled in return, and won’t be charging me extra. This is unacceptable behavior, and I am sure you can understand that on the day of the move, it is very hard for someone to fire the company (but I wish I had) so I did my best to deal with them, which is basically keeping mostly silent, and praying they would do their job and leave. This was one of my most frustrating experiences in this country. But unfortunately these are not the only things that caused my frustration with the staff and company, these were only the harbinger of worse news in the days to come.

Unfortunately, last but not least, when they deliver your stuff, you are lucky if you get it on time, and actually all of it. When the truck arrived to my new destination in PA most everything in the truck was a mess; they had changed trucks and unloaded my stuff and loaded back again into another truck.

I have had many missing, and broken items, among them my bed, sofa, a nice leather office chair, kitchen items, lamps. Some of the furniture is so neatly broken that it made me think they might have done it on purpose so that it would fit the truck better. Also, they had disassembled my furniture but lost the screws.

In my complaint and claim process, they NEVER return my calls; whenever I call them, I can never get through a person of responsibility, and they never call/ contact when they say they would.

As you can imagine, moving is already a stressful process per se, and no one, but no one needs these extra frustrations. NEVER EVER HIRE EXPEDIANT VANLINES, NEVER!

Read full review of Expedia and 2 comments
Update by Fatma Gul Unal
Aug 31, 2007 7:27 pm EDT

Well,

Of course you work with "very professional people", who first of all, try to do things under the table, and charged me an extra of $200 for stairs, and denied that later in PA such a payment was made. If you know your worker with the name Alfred Taylor, ask him, I can provide you the copy of the check that I wrote to him! And what is more, this company is already in the blacklist for movers for everyone's information, please check to see that similar complaints were made before, I wish I had checked that web-site before: http://www.movingscam.com/blackList.shtml

People, stay away from this company, I am yet to hear anything about my "insurance" for the items they have broken and lost during the move! Stay away from Expediant Van Lines!

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The Katchus
,
Aug 07, 2008 12:26 pm EDT

Contact:

Contact: Kristin Schrader, Tel.: [protected] or
[protected]

Consumers can help identify noncompliant household goods movers by calling FMCSA's nationwide complaint hotline,
[protected] DOT-SAFT) or by visiting http://nccdb.fmcsa.dot.gov. Prior to selecting a household goods carrier, consumers should also visit FMCSA’s www.protectyourmove.gov for information on planning a successful move and to search movers and their complaint history.

For a list of companies cited during the strike force, see http://www.fmcsa.dot.gov/hhg-2008-05-results.

The strike force targeted states that received the most complaints in the National Household Goods Consumer Complaint database (http://nccdb.fmcsa.dot.gov).

Household Goods Complaint Disclaimer:

http://nccdb.fmcsa.dot.gov/hc_disclaimer.asp

Fines for violations of Federal Motor Carrier Safety Regulations are set by Federal statute. Examples of the violations discovered include: holding shippers' household goods hostage, operating without proper legal authority, failing to follow tariff requirements, failing to provide shipper information, and failing to keep proper records:

http://www.fmcsa.dot.gov/about/news/news-releases/2008/hhg-strike-force-results-08-05.htm

I had to deal with this very issue during May 2008. We paid in full for a move, the 'brokered' mover showed up in a Penske truck. Friends stayed in our home during this ordeal.

The driver showed up with a man who claimed to be a hitch hiker, and was intoxicated.

When the driver arrived at our new home, he had another worker with him, who told us he was from Mexico and was given $150.00 to help the driver unload the Penske truck.

Needless to day, our items did not arrive in the *an*lines truck that we were told was going to be picking up and delivering our household items.

File a complaint, when the fines hit these brokers and moving companies in their pockets, maybe, just maybe they'll get the picture.

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Angry Customer
,
Sep 05, 2007 7:25 pm EDT

Expediant Van Lines is AWFUL - STAY FAR AWAY!

These people are jerks. Basically they tell you everything you want to hear over the phone, then when they show up it's a completely different story.

First of all, Anthony Joseph is a sales rep, but told me he was the owner of the company to assure me that I should book with them. HE also told me they do not hire sub-contractors, although a contractor delivered my items, that my items would NEVER switch hands, and that the same person picking my items up would be the one delivering them. None of the above was true. The problem is that these were only phone calls and I do not have any of it in writing, however, I do have a witness since I spoke with him on speaker phone.

The day the movers arrive the estimate that Anthony provided jumped from $1100 to an OUTRAGEOUS $2100! The movers even tried to charge me for wrapping my furniture, which says a free service on the website. When I told him I didn't want his service for $2100 the price dropped to $1750. I still wasn't comfortable, but at that point, I needed my things to arrive and it was too late to book someone else. Then they have the nerve to tell you they need another $120 in gratuity to ensure the "safe handling of your items." They basically bully you into giving them more cash and make you feel as though if you don't they will intentionally damage your items. I also had a similar experience in the girl above in that Albert Taylor was asking me what size I wore and told me he bought some nice things at Frederick's of Hollywood that were my size and would look good. I am waiting for my things to arrive before contacting an attorney about what I can do about being sexually harassed by an employee of this company.

The timing explained above is also correct. Anthony guaranteed my items would be delivered the following Thursday after they were picked up. They are over one week late and I need to take an unpaid day off from my new job and had to go buy all new clothes to wear to work since my things weren't there. I also arranged for friends to be here to help me unpack. Now they have wasted a trip.

I am sure that if we all get together we can do something about this company. The only thing they excel at is not putting things in writing so that it makes it hard to take action against them. If customers could all get together then I am sure we could find resolution. I am currently working on information such as what percentage more over the estimate a company can actually charge, since mine was 50% higher than the estimate, as well as what I can do about their website claiming to have been in business over 10 years, when they recently formed this company less than one year ago, after being black listed under their other name and having to change, as well as what I can do about being sexually harassed by their employees. If anyone would like to join me please contact me. In the meantime STAY FAR AWAY FROM EXPEDIENT VAN LINES.

ComplaintsBoard
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12:00 am EDT

Expedia Booked a hotel room that was not available!

I recently made the mistake of booking a hotel room for my wife and daughter through Expedia.ca. I received two confirmation #s from Expedia and my wife verbally confirmed the room. When they arrived at the hotel they were told that the room was never booked. Luckily the hotel took it upon themselves to find other accommodation for my wife and daughter as well as three other guests that had booked fictitious rooms through Expedia.ca.

I have used lots of other services to book Hotels and Airline tickets and never had a problem. This was the first and last time I will use Expedia.ca

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Linda
,
Jul 27, 2008 9:57 pm EDT

It would be nice to hear that people can have a bad experience and not be abused by people who are just bored and want to swear at people. Like any corporation Expedia is very strategic and know very well that they are ripping people off daily. I booked a trip and the expedia person took it upon themselves to book the wrong dates and I have called every few days for over a month and they still take no responsability for the mistake on there part. then they charged us twice on our credit card for the same trip and still take no responsability. We continue to not hear back from them and they shift the owness on to the next supervisor which then you half to explain again. I have no way of knowing how to deal with this as they keep not responding. Customer service is hearing and making the appropriate decisions based on that information, but they will have no part in this. Good luck to the next poor sole that is stolen from. Theft of money and false information you would think is a crime.

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Dani
,
Apr 28, 2008 10:19 am EDT

Ever heard of "overbooking" by hotels? It happens too... they sometimes have deals going with other hotels in their own group. I overbook here so I can send customers your way... Never mind, they send us a confirmation number...
That way they can again play the game and we cannot then ask for a refund on your behalf because "they supplied you with a room after all".

Airlines and hotels do it all the time...
there is nothing Expedia can do about it... we book, you pay, you have the confirmation number and the hotel oversells... just like airlines do.

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jeff meyer
,
Jan 29, 2008 11:29 pm EST

hey guys you all ###ing suck monkey dick ok you dono the process it takes to do the ### they do so why don't you all site in your own stupid ### from your mouth and stick your fingures up each others ###'s k. oh and expedia is the best because you slap nut ###s say its not hahaha you all smell like dry donky ### hahaha oh and umm sorry for your bad times with expedia i am sorry it wasn't werse hahaha your heads are empty arn't they cuz there is no intelagent talk on here thats why i am here to bash you dumb ###s who wine about life all day and have nothing better to do but feel sorry for your selves and feel the world or in this case expedia owes you something ... like ### they do you owe your self a good kick in the ### for being retarted

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Kalen
,
Jan 29, 2008 11:29 pm EST

I work for expedia and you're passing the blame to the wrong people. If you're room had confirmation codes, then it was booked. Expedia does not just pull these codes from their ###, the reservation is sent to the hotel and the hotel then sends us THOSE codes.

If you don't want to use expedia, that is definatly your choice, but at least know before you go passing blame.

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Amida Dana
,
Jan 17, 2008 10:02 am EST

FYI: In view of all the complaints against Expedia, when planning your next trip , know that Expedia also owns hotels.com, Hotwire, TripAdvisor and Classic Vacations

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John Doe
,
Aug 16, 2007 9:03 am EDT

It seem that EXPEDIA is bad everywhere. This is a list of recent complaints about EXPEDIA (including my case that proves EXPEDIA is a scammer). http://www.expedianews.com.

ComplaintsBoard
K
12:00 am EDT

Expedia Worst of all, very rude customer service people!

I have recently booked a vacation with expedia. Ca to disney world, figuring that I got a good deal and how hard could it be? Boy was I wrong! There have been nothing but miscommunication, delayed responses and worst of all very rude customer service people. I have been treated and spoken to by a "customer service person" like I did not have any comprehension of the english language and helping me was a waste of her time. I have lodged an e-mail complaint and have spoken to a manager, only to hear nothing... Not even a sorry.

I have been told different things about my package, i. E... Yes, I have the park passes included, no, you do not. And when you e-mail then about a problem do not be in a hurry to hear back from them if you ever do. It is not that I am a picky person, nor do I need to be coddled, but I don't wish for anything to go wrong with my $4,000.00, week vacation either.

So my advice, be very cautious when booking with expedia... I will never do it again.

Karen.

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Josie Strother
, US
May 06, 2022 11:46 am EDT

I will never use this company again because you cannot get a hold of anybody in customer service and all I wanted was request information so I can print my bill. All the bogus 800 numbers they give you will not connect to a live person whatsoever. On top of that they gave me a rate that was $30 higher per night than what the hotel I stayed at would’ve offered me if I had to call them directly. Expedia is a company rip off don’t use it

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Joseph Purrazzella
, US
Mar 21, 2022 6:56 pm EDT

Expedia screwed me again. I prepayed and then they won't refund the whole reservation. So don't use them for travel plans. Buyer beware. Expedia sucks.

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Bonnie Keyser
, US
Sep 11, 2018 4:38 pm EDT

I will never book with Expedia again. I bought tickets with travel insurance. Latter stated clearly 100% refundable through Travel Guard. When I had to cancel I found out that the “small print” limited cancellation to medical emergencies. Lesson learned.

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Marcel
, US
Apr 16, 2010 5:09 am EDT

I booked a reservation using Expedia for a hotel room at the Holiday Inn Express in Pocomoke City. I was told I would receive an email confirmation with the hotel information. I never received an email from Expedia. When we arrived to the hotel, we found that Expedia had gotten our arrival date incorrect and we had already been charged $189 for two rooms. We had to pay again for the correct dates. When I contacted Expedia about their mistake, they would only give a refund of $33. Please don't use Expedia - call the Hotel directly if at all possible. This has been the worse experience ever. I will never use an outside company again to book any type of reservations.

Valerie
Valerie
, US
Sep 01, 2008 2:40 am EDT

Expedia sent me a notice that my flight had changed, which was fine. However, I have been receiving copies of this message for the past 5 hours every 6 minutes! I have called twice, and written their support staff several times and so far nothing has been done and all I am getting is the run around. My e-mail is getting flooded with this repeated message and they have not yet fixed it. I will never use them again. So yes, I am a very pissed off consumer. This seems like it would be an easy problem to fix yet no one has.

Valerie
Valerie
, US
Aug 08, 2008 5:56 am EDT

I purchased a ticket for my daughter from expedia. It is a round trip ticket from Beijing, China to JFK and then to Baltimore Washington airport for January 25th with a return flight on March 17th. I sent the ticket registered mail. It went out on Dec. 5th and according to the USPS arrived in Beijing on Dec. 13th at 8:26 a.m. My daughter has yet to receive her ticket. She actually called and went to the post office where they told her NO SUCH CLAIM/TICKET NUMBER EXISTED AND THAT NOTHING WAS EVER SENT OR RECEIVED. I have contacted the USPS and after 5 1/2 hours of being jerked around, have filed for a international investigation. I was told it would take 60 days before I would hear anything. I called EXPEDIA and asked if they could confirm the ticket for Air China/American airlines and convert it to an E-TICKET. They refused. The only person who can use that ticket is my daughter, with her passport, her visa, her identification. Air china has confirmed that there is a s eat, her name, etc. EXPEDIA tells me to file for a lost ticket application with air china. AIR CHINA says I must pay for a second ticket, which is really the first ticket, and then WHO? is going to reimburse me? I am so fed up with the run around. EXPEDIA says NOT I; Air china says NOT I... and the USPS? who knows. I need help immediately. I must do something to get my daughter home. Any help or suggestions?

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Wanda55Smith
Hampton, US
Jul 29, 2010 9:10 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Be aware that expedia.com does not truthfully tell you everything about this certain booking at this Hotel. WE spent most of the night trying to straight this out with expedia.com only to be hung up on, and told their was nothing they could do. They did after everything was said and done gave us a 25 dollar voucher when we use expedia.com again. Like that will happen. Everything they told me was a embellished except for the location. I had to pay extra for everything. So really, I could of stayed at a 4 star hotel on my own booking, not using them. Don't trust them. Don't know how they swing this, but they tell you exactly what you want to hear and make you think they are doing you a favor. I just stayed at the worst Hotel/motel what ever in my entire experience dealing with accomadations, and I am a professional traverler. But this was an emergency and had to get to a loved one that was very ill. Expedia.com and the hotel seems to be together on the ongoings of overchargin for this one night stay, Expedia.com you should be ashamed. Working people look for help from sites like yours, and to treat anyone like the stay we had in terrible to say the least. People look elsewhere before thinging about this one.

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Melissa Kimball
,
Jun 28, 2008 4:59 am EDT

I purchased a ticket yesterday for my husband to come home from seeing family outta state. After getting my confirmation code that the transaction was approved they gave me his itinerary #. This morning he went to the airport to check in and was told that Expedia.com had canceled the trip. After calling expedia and holding several times including over a half hour for a supervisor I was told if I have a complaint then go to the website and email my complaint. They could no longer help unless I want to buy another ticket. WHY WOULD I DO THAT WHEN THEY CHARGED ME FOR ONE ALREADY! Now I am outta the money and he is still outta state.

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seasonn
Tazewell, US
Aug 26, 2016 1:49 am EDT

Going to NM in July. Booked plane and car t hrough Priceline Apr 28 and hotels through EX. Four nights at three DIFFERENT hotels. Got confirms and because i had neer had trouble and because we weren't traveling til Ju, i didn't open them immediately. Few days later when i was to print them, I opened them and I had been booked for eleven nights at one hotel, six nights at another and one night (wrong date) at another----ALLl int he wrong month and overlapping.. La quinta and Ex DID refund the six night reserve, but Best West in Taos and Expedia are refusing to refund the 1200.00 I have been billed for the eleven nights . BW says it's up to Ex and Ex says if BW won't budge they won't. There WAS a computer malfunction because the Priceline reserves made at the same time went through just fine, and having done this a lot, I DO know how to make reserves..

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AmyL177
Midland, US
Aug 15, 2016 6:18 am EDT
Verified customer This comment was posted by a verified customer. Learn more

We made reservations for a hotel that was supposed to have 2 queen sized beds. We paid $166 expecting that we would have two beds. When we got to the hotel they said our room only had one queen bed. Expedia's code that they used was for a one queen room. After we got back from our trip I called and complained to Expedia. They tried getting out of it by saying that it was some issue with the room description. That isn't my problem, I shouldn't have to pay for someone else's mistake. Expedia finally agreed to put a $25 credit on our account. I believe we should have got money off of our room and then some for this inconvenience.

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12:00 am EDT

Expedia Nightmare in Cancun!

To: Expedia Support Staff,

I have made numerous attempts to get some type of response from Expedia only to be told that my last submission was sent as an attachment which could not be opened for security reasons.

In August of 2006 I booked reservations for a trip to Cancun. My itinerary # was [protected] departing Hartford, CT on 19-Feb-2007, returning on 26-Feb-2007.

My package was to include the "senior Program/ Senior Upgrade.

I was under the impression that "all inclusive" included travel to and from the airport which it did not. Upon arrival at the "Oasis Cancun Resort Hotel" we were escorted to room # 2449. The "upgraded" room appeared to be a room under construction. Part of the room floor was bare cement, cover plates on electrical outlets were broken or missing, the room was dirty and the entry door had a 1/4 inch split down the middle. It was supposed to be a non-smoking room but there were ashtrays in the room.

This was just the beginning of our problems. As we entered the room we realized how cold it was and the air conditioner vents were putting more cold air in the room. I attempted to call the front desk and discovered the phone was broken. My daughter wanted to take a shower and found that there was no hot water.

I went to the lobby to file a complaint to the staff at the "Welcome Desk" only to be told that there was nothing they could do and I would have to take my complaint to the hotel manager who was out to dinner and wasn't expected to return for fifteen minutes. I came back in fifteen minutes to be told she would be out for another 1/2 hour. Frustrated, I came back in 1/2 hour to be told she'd be back in 45 minutes.

When the manager finally returned I had to wait in line for other parties who were experiencing problems similar to mine. I told the manager I wanted the upgraded room I had contracted for and was told that there were none available but they would have someone sent to our room to take care of the hot water, cold air and phone problems. This was at approximately 5PM so our day was just about shot so I decided to take my daughter to dinner, hoping they could make the room in a livable condition in the meantime. We returned from dinner and no one had come to take care of the situation. The room was so cold that I decided to open the slider door since it was warmer outside but when I tried to do that the door handle broke off in my hand.

I made six or more trips to the front desk to attempting to get someone to take care of the problems. My last trip was around 9:45 PM and again I was promised someone would be up to take care of the problem. At around 10:15 PM we got a knock on the door and a young man with a plunger came in. Yes, he had a plumbers helper and went into the bath room and came out in 5 minutes to tell us he had taken care of every thing. He had done nothing! We still had no heat, hot water or phone.

The next day after waiting an hour for the manager to show up and we were given another room, not an upgrade but at least it had tile on the floor and about 11 AM we finally were able to take showers. ( I found out later that many rooms in the hotel didn't have hot water.) The room we were given had a TV that didn't work. I made numerous calls and trips to the front desk and it was around 10 PM that night when a staff member arrived to confirm that the TV didn't work and get a replacement for us.

The trip was a nightmare and we tried to make the best of it but you can understand our dissatisfaction. While in Cancun I tried to get the emergency assistance number only to get a message in Spanish and a hang up. I tried to get some satisfaction on my return only to be told that I had to file the complaint by E Mail and then told that I had submitted it to the wrong addresses several times.

I am hoping that Expedia or Oasis Cancun can offer some reasonable resolution to my nightmare in Cancun.

Sincerely
Paul E Jonas
22 North Rd
Bolton, CT

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12:00 am EDT
Featured review
This review was chosen algorithmically as the most valued customer feedback.

Expedia - Customer service, website - conflicting information

On May 4 I spent 25 minutes on hold, in Mexico at 5.00 per min., canceling reservation. This is after multiple attempts to make cancellation via website but was unsuccessful. After 30 min. received cancellation number and was informed of cancellation fee of $119.00, $100.00 of which would be deposited in an expedia account to be used as a coupon for future...

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12:00 am EST

Expedia Attempt to commit fraud!

THis case is too gruesome in details i'm running a website: http://www.victimsofexpedia.com to alert people.

I bought (online from USA) a roundtrip from Europe to South America. For this trip I needed a paper ticket (not e-ticket) that EXPEDIA failed to deliver to me (one ticket was lost and the second was sent me to a wrong address - I provided the right address- ). I have proof of this (tracking number from UPS). Anyway, one of their representative advised me by phone to go to Europe and they will arrange with the airline I get a ticket at the airport. They never did it. I called to EXPEDIA many times from Europe and the airline that I was supposed to travel with (KLM) also contacted EXPEDIA. EXPEDIA never did anything to solve that problem that EXPEDIA generated and they didn't give me another solution. I had to buy (in Europe) another ticket from a different travel agency and I had to spend 15 extra days in Europe plus one extra week in South America. I've also lost many days at my job. I had lost a lot of money and my trips were useless because I had to use the money I had to solve this problem instead of enjoying my trips. TO MAKE IT SHORT, I WAS ABANDONED IN EUROPE BY EXPEDIA AFTER THEY FAILED TO PROVIDE ME A TICKET I HAD ALREADY PAID WITH MY CREDIT CARD.

EXPEDIA claims that it was my fault (It is a lie because I have e-mails from the airline telling me that EXPEDIA never arranged my trip). EXPEDIA claims that they had put all the information in the airline system. But when I asked where and when they cannot give me that information. I have documentations showing how many times I called them (and copies of e-mails I sent to them), I also have an e-mail from the airline telling me that EXPEDIA never contacted them and never put on their system the information necessary to issue me new ticket from Europe. I showed that documentation to EXPEDIA but EXPEDIA just ignore it and never made an attempt to contact the airline. Why? because EXPEDIA can lie to customers but it cannot lie to the airline.

In summary, EXPEDIA charged my credit card for 1,254.96 U$D for a ticket that was never delivered. They advised me to go to EUROPE. Once I was in Europe, EXPEDIA abandoned me there at my own with no ticket. I had to re-schedule my trips by my own and I had to buy a new ticket from another travel agency in Europe to complete my trips. EXPEDIA ignored my complaints when I was abroad. After I came back to USA, EXPEDIA tried to keep the money EXPEDIA charged in my credit card for that ticket I never had a chance to use. EXPEDIA lied to me many times and tried to keep money from my credit card in a fraudulent way. Thanks to my credit card I could recover (after almost 7 month) the full amount of that ticket but I suffered huge monetary loss due to that trouble that EXPEDIA generated.

This was EXPEDIA's official response to my case:

During my trip (before returning to USA). One of EXPEDIA's supervisor "admitted" that it was EXPEDIA's fault and told me to submit all the receipts I had for "extra expenses" . This was done by phone, however he also sent me an e-mail confirming the address where I had to send it. (read that e-mail). I sent to EXPEDIA all my receipts and a detailed amount of all my expenses. But it was another lie, EXPEDIA's "customer advisor team" (a higher level than supervisors) denied all responsibilities.

1) First, EXPEDIA try make it look as if it was my fault and they reimbursed me part of the ticket (800 U$D) they never delivered (read the e-mail EXPEDIA sent to me). Is this fair? Does it make sense? Why EXPEDIA will reimburse money if it they are sure it was my fault? They just tried to make me happy with 800 U$D and actually steal part of my money (> 400 U$D) because EXPEDIA actually never provided the service (this is simply fraud).

2) EXPEDIA tried to steal the rest of the money. It didn’t work: With the help of my credit card (VISA) I recovered another 429.99 U$D.

3) At this point, EXPEDIA still kept 59.99 because EXPEDIA charged my credit card in a way to cheat me and my credit card (see details). It didn’t work again. With the help of my credit card I recovered the rest 59.99 U$D. This was after almost 7 months. Does an honest company keep customers money for seven months? This long delay only showed that EXPEDIA tried to steal (and failed) my money no matter what. I could recover that money because my credit card fought for me and because I showed them overwhelming evidence of EXPEDIA’s lies.

4) EXPEDIA claims that I could not use the ticket I bought because the airline gave me wrong information. If this is true, EXPEDIA can provide me with names and dates when EXPEDIA contacted the airline to arrange for my trip. If I have that information I can stop bothering EXPEDIA and complain to the airline. Moreover, EXPEDIA can show that is an honest organization that care about their customers. I asked many times for this information but EXPEDIA was not able or did not want to give that information. Why? Because in fact, EXPEDIA never arranged my trip, thus, EXPEDIA has no proof of what they claim. EXPEDIA can contact the airline and clear this point with them: EXPEDIA never attempted to contact KLM.

5) I forwarded to EXPEDIA e-mails from the airline where the airline tells me that they tried to contact EXPEDIA and EXPEDIA never responded (Read the e-mail from KLM). EXPEDIA responses were several “automated” responses (since early april-2006) telling me that someone “in the appropriate department” is working on my case. But no one from EXPEDIA called me or e-mailed me after that. Even after showing them another letter from KLM telling me that EXPEDIA never attempted to arrange my trip EXPEDIA ignore my complaints.

6) When I asked for proof that EXPEDIA indeed contact KLM to arrange my trip I received THIS E-MAIL (more lies)
7) The last thing EXPEDIA did was to disable my account I had with them (and I used to send e-mail to them) and completely ignore my e-mails I sent using another e-mail address.

This was the very last message from EXPEDIA:
From: Expedia Travel Support
Mailed-By: customercare.expedia.com
To: [protected]@z2mail.com
Date: Jul 19, 2006 10:34 AM
Subject: Re: Other questions, comments, or feedback - Case ID: [REQ:[protected]]
Dear XXXX
Thank you for contacting Expedia.com.
I wish to apologize for the fact that you have not been contacted. I have once again forwarded your request to the appropriate department and have earmarked it with high priority, within 72 hours you should have a response.

If you have further questions regarding this concern, feel free to reply to this e-mail or contact Expedia.com customer services at [protected] and reference case ID [protected]. You can also visit the Expedia.com "Customer Support" page (http://www.Expedia.com/daily/service/default.asp) for more customer service information.
Thank you for choosing Expedia.com.
Melody
Expedia.com Customer Support Team

In response to my message: :
From: xxx < [protected]@zmail.com>
Mailed-By: zmail.com
To: Expedia Travel Support
Date: Jul 19, 2006 10:23 AM
Subject: Re: Other questions, comments, or feedback - Case ID: [REQ:[protected]]2
Dear Sir/Madam

(Case ID: [REQ:[protected]]
It has been around one month since I received this e-mail from you regarding the e-mail address or postal address of your CEOs and regarding documentation proving that EXPEDIA indeed provided the information to KLM (as you claim).

Why are you denying me that information?

Comment: I was updating my web site: (http://www.victimsofexpedia.com), as usual I'm asking you to tell me if something I put there is wrong. Please visit the site regularly and just tell me if you find something that is wrong or untrue.

Sincerely
XXXXXX

Of course, they never contacted me again.
I If you that think that what I'm writing here is not true. Ask EXPEDIA by yourself ([protected]@customercare.expedia.com, [protected]@expedia.com) and/or read carefully all the documentation in related websites.

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Sandy Park
,
Sep 05, 2007 7:21 pm EDT

We made our travel arrangements through Expedia.com. They booked us on a flight from Los Angeles, CA to Portland, OR with a connection through Sacramento, CA on 8/6/07. I was contacted by Expedia a week before our flight stating that there was a schedule change from Delta and that I needed to contact them ASAP. I did and they said that I needed to change my return flight. I agreed to change it, but when the agent told me that we would have to pay additional fees, I asked her why I had to pay when we were being re-booked by the agency. She put me on hold and when she came back on the phone, she told me that she spoke with a Delta airline agent and that our original flight was just fine. We had a connection time of 28 minutes, which I later found out was an illegal connection time. We arrived to Sacramento, CA on time, but because we had to change terminals and did not have enough connection time, we missed our connecting flight. The Delta agent told us that there was documentation showing that they contacted Expedia regarding the illegal connection time. Also she told me that when there is a terminal change, the connection time needs to be at least an hour. I spoke with an Expedia agent right away. They apologized for their error. The agent told me, after much discussion, that they would compensate us for the last leg of the flight, $110. Although I didn't feel that was adequate compensation for them intentionally deceiving us and making a reservation with an illegal connection time, we took what we could get at that moment. We were already going to miss our plans and I didn't want to "discuss" it any longer with the agent. A month later, after not seeing the refund on our credit card account, I called expedia again only to be told that there would be no refund. The agent said there was no documentation of the refund and that since we were able to be re-booked onto another flight back to Portland, they would not be able to compensate us as they had already paid Delta for the flight. I believe it is highly unethical for a travel agent to use deceptive practices to obtain business from clients who are unaware of airline regulations. Expedia made an illegal reservation, we paid the price and they refused to compensate us for our inconvenience. This is my complaint.

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ty vongphakham
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Jun 26, 2007 1:25 am EDT

I definitely agree, expedia is insane. It generated so much stress and such unnecessary chaos when something simple could have been done. Everyone that i've spoken to through expedia has no idea how to do their job... Its ridiculous. I been trying to speak to supervisors and they keep hanging up on me. I need to do something about what i have gone through. Please someone get back to me. Thx

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john lee
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May 16, 2007 10:29 am EDT

Made a change to my e-mail address

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Adam Drake
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Mar 23, 2007 9:11 pm EDT

Yep, I agree... been there done that with Expedia. Their Customer Service SUCK! I've spent tons of money on telephone calls from outside the states trying to resolve a simple issue with flight schedule changes. They outsource their operators from god only knows what country. Half can't speak English or even understand it and will tell you everything is confirmed when it's not. Expedia needs to get it's act together, until then I will never use them again!

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Expedia - What a terrible way to run a company!

Had booked 4 nights at the Essex House through Hotels.com (Expedia). My stay there was very unsatisfactory. The hotel room was worn and dirty, the staff was rude and unpleasant, the mechanics of the building kept falling apart, I had to make several phone calls and wait 4 hours to get a mini bar opened. All of this for $700 a night! I finally had had enough...

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Expedia I am still waiting for the refund

On september 30/2005 I bought two tickets from expedia to travel on december 29 2005 to madrid. On october 2005 my husband had an accident with cerebral hemorrhage. I call expedia to cancel the trip and they told me that I have a year to use the tickets due to the situation. My mistake was that I believe what they told me.

When I asked again for the refund they ask me for a doctors letter. I sent all the papers they ask me for via fax [protected]. On june 7 I ask again for the refund and they said to me that it takes 2 or 3 billings periods to be reimbursed to my credit card. I am still waiting for the refund. When yesterday I sent an e-mail to them asking for the refund. They told me that I have to talked to iberia at [protected]. Then I call iberia and they told me that I bought the ticket thru expedia and they are the one who has to gave me the refund. I think that they are playing pi-pon with my situation.

If anyone can help me with this I will appreciated very much. We are a retired couple. If you have any questions please contact me via e-mail or telephone
305-984-7sss. Thank you.

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She is a lady
, ES
Jun 05, 2009 2:36 pm EDT

Iberia sent me an email saying they could not process my details, that I should contact the airline or make a new reservation. So I contacted the airline and the sales lady told me I had not successfully purchased the reservation. I had to get a flight out on the date I had intended to travel, and so went ahead and made a new reservation. Now my credit card has been charged twice.
I still have the email but I think that airlines are very hard to obtain a refund from. Has anyone else been in a similar situation? What should I do? I'm so annoyed.

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kristy
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Jun 02, 2008 5:24 pm EDT

Helou

i'm from Slovenia and i have problems with Iberia too...

Can you help me and tell me what did you do... i write to iberia and they said to me i don't get a refund. But i have a ticket which says that flight was oversoled... what is my next move...

thank you

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Carlie
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Apr 16, 2008 1:44 pm EDT

It has been almost 2 years since i was garuanteed a refund from Iberia airlines. After claiming they had "sent the refund" it took them more than a year and a half to admit that it was never put into my account...and then I was told that I would recieve it immediately...that still has not happend 6 months later... believe me I have tried everything i could think of to get it back. Before I take it to court please let me know if you have any suggestions...

Carlierae24@hotmail.com

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rebecca watts
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Dec 12, 2007 6:41 pm EST

First of all...look at who charged you for what..then if you read the rules before you buy your trip...clearly states that they only charged you 5 dollars...no offense...but they just work between us and the airline. when i bought my flight..it was through expedia..but on my credit card it showed 5$ to expedia.com and the rest went for delta airlines. Besides... you can always dispute this as well.

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Sara Challice
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Jul 02, 2007 6:39 am EDT

I also had a bad experience on an Iberia flight, IB 3166, 29th June 2007, 16:30.
We had already spent 2 days traveling back from Peru and were on our last flight from Madrid to London Heathrow.

We were on the tail end of the queue for boarding, so when we climbed aboard the plane we discovered our designated seats had been filled with other passengers. We looked about in economy for empty seats, but there were none.

We decided to walk to business class and sit at the very back. A few moments later the air stewardess in business class came over to us and asked to look at our tickets. We explained our seats had been taken in economy and these were the only seats empty. She then very rudely asked 'Do you want ME to find you a seat?!' Jana replied, 'Yes please.'

We followed the air stewardess back into economy where, of course, there were no empty seats, and then left us stood in the gangway in front of all the other economy passengers and went back to tend to the business class passengers. After 5 minutes I started to get quite angry at the way we were being treated. After all, we were fare paying passengers and had originally been given a designated seat number. I asked an air steward if we could take a seat as we had paid for one on the flight, and if we sat in business class they did not need to serve us any drinks or food. He said very little and went up to business class.

Finally the air stewardess came back into economy and moved a lady in the front row of economy into business class and seated Jana in her seat. I was then split from my friend and placed in business class on my own. Bizarre.

Why give passengers a boarding pass with a designated seat number, only for it to mean nothing when boarding the plane? No apology was given at the lack of seats and we were made to feel unnecessarily awkward for no reason.

Also, why split myself and my friend up for no apparent reason, by moving another lady from her seat? I did look for the air stewardess as we disembarked from the plane at Heathrow so I could ask for her name, but she was nowhere to be seen. She was not even there to say goodbye to her business class passengers.

When I arrived inside the terminal, I then discovered my luggage had been lost. I then queued with many others whose luggage had been lost on the flight at the Iberia desk which had only one member of staff dealing with us all. Nobody else was there to help, and therefore it took well over an hour.

Sara Challice.

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Edel Martinez
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Nov 26, 2006 6:47 am EST

I am in a similar situation and I've called once already but I've seem to have lost the address of where I'm supposed to send the doctor's papers. Could you email the address to me at latina0206@gmail.com ? I'd greatly appreciate it.

Expedia In-depth Review

Website Design and User Experience: The website design of Expedia is clean and user-friendly, making it easy to navigate and find the information you need. The search bar is prominently displayed, allowing users to quickly search for flights, hotels, and car rentals. The layout is intuitive, with clear categories and filters to refine your search results.

Booking Process and Ease of Use: The booking process on Expedia is straightforward and hassle-free. Once you have selected your travel options, the website guides you through the booking process step by step. The checkout process is seamless, and you can easily review and modify your booking details before finalizing your purchase.

Range of Travel Options: Expedia offers a wide range of travel options, including flights, hotels, car rentals, vacation packages, and activities. Whether you're looking for a budget-friendly option or a luxury getaway, Expedia has something for everyone. The website also provides detailed information about each option, helping you make an informed decision.

Pricing and Discounts: Expedia offers competitive pricing and frequently provides discounts and deals on various travel options. The website allows you to compare prices from different airlines and hotels, ensuring that you get the best value for your money. Additionally, Expedia's loyalty program offers exclusive discounts and benefits to its members.

Customer Service and Support: Expedia provides excellent customer service and support. Their customer service team is available 24/7 to assist you with any queries or issues you may have. The website also has a comprehensive FAQ section and a live chat feature, making it easy to get the help you need.

Loyalty Program and Rewards: Expedia's loyalty program, Expedia Rewards, allows members to earn points on their bookings, which can be redeemed for future travel. The program offers additional benefits, such as exclusive discounts, free upgrades, and access to VIP amenities. Joining the loyalty program is free and easy.

Mobile App Functionality: Expedia's mobile app is user-friendly and offers the same functionality as the website. You can easily search and book flights, hotels, and car rentals on the go. The app also provides real-time updates on your travel itinerary and allows you to manage your bookings conveniently.

Trustworthiness and Security: Expedia is a trusted and reputable travel website. They have been in the industry for many years and have established partnerships with major airlines and hotel chains. The website uses secure encryption technology to protect your personal and payment information, ensuring a safe and secure booking experience.

Travel Insurance Options: Expedia offers travel insurance options to provide peace of mind during your trip. You can easily add travel insurance to your booking during the checkout process. The website provides detailed information about the coverage and benefits of each insurance option, allowing you to choose the one that best suits your needs.

Cancellation and Refund Policies: Expedia's cancellation and refund policies vary depending on the travel option you have booked. The website provides clear information about the cancellation and refund policies for each booking, allowing you to make an informed decision. It is recommended to review the policies before making a booking.

Additional Services and Features: In addition to flights, hotels, and car rentals, Expedia offers various additional services and features. These include airport transfers, travel guides, and activities. The website also provides helpful travel tips and recommendations to enhance your travel experience.

Overall Rating and Recommendation: Expedia is a reliable and user-friendly travel website that offers a wide range of travel options at competitive prices. The website design and user experience are excellent, making it easy to find and book your desired travel options. The customer service and support are top-notch, ensuring a smooth and enjoyable booking experience. With its loyalty program and mobile app functionality, Expedia provides added benefits and convenience to its users. Overall, Expedia is highly recommended for all your travel needs.

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Frequently asked questions (FAQ) about Expedia
How can I contact Expedia, a leading online travel agency, for booking assistance or customer support?

Need help with bookings or customer support? Contact Expedia at 1-866-310-5768 or 1-800-469-1793. Their dedicated team is ready to assist you with all your travel needs.

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