Expedia review: Vacation packages to Mexico

Dear Expedia Canada Corporate Team,

I trust this message finds you well. I am writing to bring to your attention a concerning experience my wife and I encountered with a recent vacation package booking through Expedia.ca. The purpose of this communication is to seek a resolution to the issues we faced and to provide constructive feedback for improvement.

Background: Our trip was booked as a "Vacation Package" through Expedia.ca for the Ocean Riviera Paradise in Playa Del Carmen, Mexico. The booking included flights and the resort (all-inclusive), and it was made under the assumption that it constituted a complete vacation package, as per our past experiences with other providers. My wife Mangla Davda and myself have done over 15 Vacation package tours and we have always had the full package – flight, all inclusive resort as well ground transportation at the destination. We are both Senior Citizens.

Booking itinerary # [protected] Dates: Dec 14 to Dec 22, 2023. Trip to Cancun with El Beso Adults only at Ocean Riviera Paradise in Playa Del Carmen.

Issues Encountered:

1. The booking did not include ground transportation in Cancun, a component that has been consistently included in our previous vacation packages.

2. Conflicting and inconsistent information provided by Expedia Canada Customer Service representatives, leading to confusion and frustration.

3. Inability to connect with Expedia Vacations phone number (1.866.370.5911) due to system issues.

Resolution Request: I kindly request the following actions to address the issues faced:

1. Reimbursement: Please reimburse the amount of $123.96 CAD, which we had to incur for ground transportation in Cancun (both ways).

2. Compensation: In recognition of the inconvenience and stress caused during this ordeal, I am requesting a cash compensation of $350. This compensation should not be tied to any future bookings.

3. Clarity on Website: Update the Expedia website tab that advertises "Vacation Packages" to clearly indicate that the package includes only Flight+Hotel. This adjustment will help manage customer expectations regarding the inclusion of ground transportation.

4. Training for Customer Service Agents: Provide consistent, professional training to your Customer Service agents to equip them with the necessary tools and accurate information. Ensuring that agents are well-informed will contribute to a smoother customer experience.

I have noticed (Dec 23, 2023) recently Expedia.ca website had been changed from “Vacation packages” to “Packages” and I am confident this was done because of my complaints to Expedia but nothing was done to compensate me!

Contact Information: I am available for further discussion or to provide additional details if required. Please feel free to reach me at 1.403.402.9110 or respond to this email.

I appreciate your prompt attention to this matter and look forward to a swift resolution.

Thank you for your understanding and cooperation.

Sincerely,

Jit Davda