The complaint has been investigated and
resolved to the customer's satisfactionResolved Expedia — best price guarantee scam
resolved to the customer's satisfaction
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.
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.
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