Expedia
reviews and complaints

I will be forwarding the email I sent to the general manager

This is Gregory & Tiffany Gallagher, who have been in Room 4126 since December 23, 2017 and will be her until tomorrow January 3, 2018.

We wanted to formalize our list of grievances after our meeting today. We met with you at 12:15 in your private office (the appointment YOU set was for 12:00 and you were 15 minutes late to your own meeting) and as we started to share our concerns, it seemed to me that your were merely listening and not really hearing us. It was pretty clear that you wanted us to say what we had to say and you were going to pacify us by saying ok and thanks. Let me be perfectly clear: If you do not follow through with what you promised and contact us by noon tomorrow, we will meet with Expedia.com when we get home. My office in Bellevue, WA, USA is only 5 minutes from their headquarters.

Here is the list of complaints that we had:

1. Crib - We asked for a crib numerous times and never received one until January 1st at 7pm. This is a safety issue. Since our baby was forced to sleep with us, he was in danger of falling off the bed if he awoke during the night and we did not. This might be okay in our home where we have carpet but not with tile floors where our 11 month old is in danger of cracking his head open. This is unacceptable. We were given many excuses throughout our stay and there is no excuse as the safety of your guests should be your top priority.

2. Security of Hotel - Your hotel is completely unsecure. There are no doors or gates to stop predators and thieves from walking onto the complex. There are no guards that stop and ask anyone if they belong on the property. The fact that the front lobby is less than 100 yards from the highway makes it even easier for a criminal to take advantage of your guests.

3. Deposit at Check-In - When we 1st arrived at the hotel, check-in was very noisy as it is 40 feet from the bar and 10 feet from the timeshare sales persons. I was never asked to make a deposit which is a normal occurrence at most hotels, if only for incidentals. Our 2nd night here, we went to the grill and I order the lobster tail extra in addition to our meal. I told them to put it on our room, like you would do at any hotel. Once we received our dinner, the baby became very fussy so we ate in a hurry so as not to upset the other guests. After dinner, my wife, baby and I were half way back to the room when the manager jumped us. He insisted we needed to pay for the lobster instantly since we had not put down a deposit. I told him we would take care of it immediately as we were here for another 9 days. He insisted on following me to my room with my wife and fussy baby and then followed me to the front desk to watch me make my deposit. I have never felt so insulted in my life. Not only that but he did it in front of a bunch of other guests and I was thoroughly embarrassed.

4. Service at the restaurants - I am not going to go through every instance of bad service at the restaurants.in almost every situation, you are seated and then wait anywhere from 5-20 minutes for a server to come talk to you to even order water. Secondly, it might take another 5-30 minutes before you actually get some. If you go to the buffet, it is the worst as it seems that no server/waiter even has a section. We have been through whole meals without having anyone check on us, had to get our own salt/pepper shakers, get our own silverware, find our own napkins, etc. All of your restaurants are seriously understaffed and there doesn't seem to be any training. We were disappointed by the service at every meal with few exceptions.

5. Reservations for Risotto/Hacienda - Supposedly these restaurants do not take reservations according to the flyer you hand out when guests arrive. Not true. We discovered how it works after trying to get into these restaurants on 2 different night and ending up at the buffet because we could not get in. Another guest had to tell me how to get into these restaurants that are open on opposing nights. You have to show up at 5:30pm to wait in line until the doors open at 6. Then you can tell the maitre'd what time you want to come once you get to the front of the line and make the reservation then. That is ridiculous. Needless to say, each time we ate at these restaurants, I had to leave my spouse and baby for an hour to an hour and a half just to get a reservation.

Reservations for spa

6. Room Service - Experience #1 - I ordered room service at 12:30 one night. I called the front desk and they said that they would take my order as they could not get room service on the phone. They told me it would be 30 minutes until food was delivered. At 1:30, I finally had to go to the front desk as no food had arrived. At that point, I discovered that the front desk had never given my order to room service. He took my order again and my food finally arrived at 2AM.

7. Room Service - Experience #2 - I called the front desk to order room service at 10:00PM on a different night. My baby needed to be in the room as it was his bedtime and he was crying a lot. The front desk asked for my room number and said someone would call me right back to ask for my order as room service was busy. Finally at 10:20PM, I called them back and I was told, "Oh I'm sorry! Room Service is really busy. It will be an hour to 2 hours so just go to one of the restaurants." I told him, "I don't care I will wait." He then said, "I cant take your order just go to a restaurant and hung up." I have never been told that in my life and I have traveled to 15 countries, 42 states and spent 2 years of my life in hotels. To top it off, none of your restaurants are open past 10:30 so even if I wanted to go to a restaurant it was pointless. Needless to say, I went to bed hungry without dinner.

8. High Chairs - There are few high chairs in restaurants and learned to just bring our stroller everywhere. This is advertised to be a family resort but you gave no accommodations for families with small childrens. This made it very difficult to enjoy a dinner, accompanied by your lack of waiter staff, it took an overly frustrating amount of time to get thru dinners.

9. Orientation - The orientation to your resort is merely a front to selling the time share. We were given a horrible map of the property which was about 1/3 of a 8 1/2 inch by 11 inch piece of paper.

10. Phone System - This is a less overwhelming issue but never the less a frustrating one, your phones in the room are not programmed, when a hotel has a front desk button and a room service button on the phone typically that directs you to that dept, instead I had to take my crying baby to the front desk to be told, "just dial zero" then you get transferred around and 50% of the time the call gets dropped. Again this is not very hospitable.

11. Remote & Television - We had no remote in our room, then when we got one it shows that we would have access to Netflix and the TV would connect to the internet, none of that worked at any point. You also claim to have about 25 channels of TV and with a baby, we spent lots of time in our room, especially at night. You only have about 9 channels and only 1 is in English. I understand we are in Mexico but we can't get closed captioning for any of the Hispanic channels either.in other words, 12 days of Warner Bros TV.

12. Time Share/Residence Selling - While Greg checked in, Tiffany and the baby were pulled away from the check in for the "orientation" You start hard selling us literally 5 minutes into the lobby. When I have a small baby with a dirty diaper and was traveling for 9 hours, Your hotel sends us to the person masking to be the person who will go over all the property highlights, then starting the Sales pitch by saying, "You paid too much, if you book with us next time and by this package it would be so much better for you and your family, (which meant by time at the resort and by packages for wine here at the resort). As a couple, we don't make large financial decisions without consulting each other. When I say no that we are not interested they not only let us walk away... then 5 minutes later they are chasing us down with a 2nd guy to hard sell us. The sales pitch that I got a bad deal on my room rate is not a good way to start the experience.

13. Drains - When I went to take a shower the 1st morning, the shower drain was clogged and it ended up flooding the Bathroom and hallway. It took a number of hours before maintenance came and fixed the problem. Also, the toilets clogged several times and each time there was an extended period before maintenance came to fix it.

14. Mini Bar - Mini bar was refreshed at most every 2 days, never seen that service at all inclusive. Half the time they did not leave us new waters and we had to go somewhere else to get them.

15. Currency Exchange - Your hotel policy states that we can get $100 in change per day. The rate is not posted anywhere. The front desk told me the rate is 16 pesos per dollar when I know it was 18.40 pesos per dollar. I needed to be able to tip your staff so I obliged. 2 days later, I went to the front desk and was told she had no change. I asked when she would have some and she said come back in 4 or 5 hours. Later that day, I took a walk to the residence side of the property. Imagine my surprise when I discovered that you have a currency exchange office on your property. Observation, your staff should know how to help guests or find a way to say them and not just say No! I can't help you.

16. Front Desk - Ricardo and Irenka at the front desk went out of their way to not help us, she literally never offered any solution to any issue, and when we asked for a manager she would always say there isn't one here. What kind of HOTEL doesnt have a manager on duty at all times... Once we discovered who you were by talking to other disgruntled guests, the front desk always acted like they did not know who you were Michel. Your staff has been trained to say no instead of"let me find out for you." Horrible way to treat guests

17. Business Office - We own a company in the United States. Your website states that you have one. I had to work from my room with no access to printer. Very frustrating when you run a company and have employees.

18. Conflict Resolution - It seems no one wants to ever solve your problems. I think they have been trained to let issues fester until your guests give up.

Michel - In conclusion, I expect compensation for the horrible experience we had. It is now 10:30 am and we have not heard from you. I expect you to contact us by noon as you promised. There are some changes you could make to improve guest experience; i.e. training, adding staff, etc. I believe you thought you could pacify us by sending us strawberries and champagne and a simple note. I returned them as that is not what I want.in fact, my wife and I do not drink champagne. We expect you to keep your promise. We do not want to go to Expedia or to your boss but we will if we are not taken care of. All in all, after 11 other all-inclusive experiences, this is by far the worst all-inclusive experience we have ever had. I have had better service from Motel 6.

To Whom It May Concern,

I writing to you with regards to my negative experience with Air Serbia.

I had a scheduled flight on December 20th at 13:20 from London Heathrow to Belgrade and then connecting flight at 18:20 from Belgrade to Zagreb that was scheduled to be in Zagreb the same evening at 19:35 local time. As you can see the whole journey was supposed to take 5 hours and I paid a price for that of £242.97 to Air Serbia. However, when I arrived to Heathrow airport I was told that the flight will be delayed for 2 hours and that once I get to Belgrade the Air Serbia team will arrange for me the quickest transfer to Zagreb in case I will miss my flight. The captain apologized during the flight for the delay and explained that it was due to delay in getting the clearance from the EU control. The delay was definitely not due to force major such as really bad weather condition but actually something very technical that sounds to me that Air Serbia has full responsibility for. In any case, once we reached Belgrade airport my nightmare started. There was Air Serbia staff on the ground waiting but they were holding no signs or not even saying anything but just standing and waiting for you to ask them a question. I was directed to a staff member who was in charge of Zagreb flight and basically she asked my name and gave a ticket saying that it is for next morning at 6.20 am. She did not say anything more except that I will be staying in a hotel for the night and that the transport is arranged. It seemed there was no option for negotiations although I am just 3.5 hours car drive from my destination and the company does not seem to care. Other people that were in the same situation and even had later flights scheduled for the following day tried to negotiate this decision with the staff member in charge but it seems that she had no authority to make any decision but was just sent as a clerk who needs to pass a message and her job is done. Tensions were high and some people organised their own transport on their own cost to get to Zagreb the same evening. The staff member looked only annoyed with zero compassion for the situation we are in. During the heated discussions, I checked the new ticket that was handed to me and noticed that I have been given a ticket of another person. I raised this with the staff member and she gave me correct ticket with my name on it but I found the whole thing very unprofessional, handled very poorly. Finally, I reached hotel, checked in and the reception told me that transfer will wait for me at 4.30 am to go to airport. At this point I was very exhausted from the whole situation and just wanted to go to room and try to reorganize my plans for Zagreb the next day. I had very important personal plans scheduled for the day and I had only one day to spend with family members who I will not have opportunity to see anytime soon. Just before I slept, reception called me to say that they have double checked with Air Serbia and that my flight is not at 6.20 am but 18.20 in the afternoon. Reception said that the airline have printed the ticket wrongly. This is where my glass has spilled over. Complete and entire incompetence by the airline. Firstly, the miss information in several occasions, then the staff members, and then 24 hour delay for a city that is just 3.5 hour drive away. This is completely unacceptable. I was sitting in my hotel room and I have not even receive a call from the airline to apologize for the inconvenience. They have provided me hotel and transport - so what? I paid you money to get me to my destination in 5 hours not 30 hours. I did not want to be in a hotel in Belgrade, I wanted to be in Zagreb with my family. This is 24 hours in my life that I will not get back!

I am very frustrated with the whole situation and how it is handled. I am expecting a compensation for the trouble I have been put in. If I have paid you £242.97 to get me from my city to another in 5 hours and it took 5 times more.

I will never again fly Air Serbia unless I am force to, and I will make sure that I tell my experience whenever there is a chance to do it.

Looking forward to hear from you.

[removed]

RE: Flights:Review Itinerary - Case ID : [REQ:M-[protected]]

If you check MY Personal Account you can see that I have been a Loyal Expedia Customer for several years- what is written below means that I require you to resolve it!

Thank you for your response

I do not see this is a matter for the airline concerned. It is a matter for Expedia.

I booked a number of flights with Expedia for this holiday, with baggage included in all flights.

All the flights so far undertaken had the baggage included as paid, and there was no problem with all 3 flights. All of them are with low cost airlines.

Now I am finding baggage does not appear to have been included in the forthcoming Phnom Penh to Bangkok leg.

This must then be an Expedia problem, and needs fixing by Expedia. It is crazy to suggest that only one of the flights does not have baggage - I arranged when originally booking with Expedia for baggage to be included for each flight.

So the remaining two flights (Phnom Penh to Bangkok, and Bangkok to Gold Coast) should also include baggage, as I originally booked and paid with Expedia.

I would be grateful if Expedia could sort this matter for me, rather than try to shunt me off to the airline concerned. The bookings were made through Expedia in Australia, not direct with the airlines concerned, and I paid the appropriate booking fees for flights, including baggage, and hotels.

Thank you

Alexander Listo

From: [protected]@customercare.expedia.com [mailto:[protected]@customercare.expedia.com]
Sent: Saturday, 30 December 2017 2:08 PM
To: [protected]@bigpond.net.au
Subject: RE: Flights:Review Itinerary - Case ID : [REQ:M-[protected]]

Dear Alexander,

Your itinerary: [protected]

Thank you for getting in touch in regards to your flight booking about the baggage query.

I have reviewed your itinerary and can see that your flight reservation is confirmed with Thai AirAsia which is a LCC (Low Cost Carrier) airline due to which we are unable to assist you with the baggage query. Please be informed that LCC bookings usually doesn't include baggage. In this case, I request you to please contact the airline directly at +[protected], so that they can assist you accordingly.

Thank you for your understanding and co-operation.

Kind regards,
Zahid
Expedia.com.au Customer Support

-----Original Message-----
From: [protected]@bigpond.net.au
Sent: Dec 29, 2017 10:26:18 AM
To: [protected]@customercare.expedia.com
Additional Recipients:
Subject: Flights:Review Itinerary

Name: Alexander Gabriel Paul Listo
Itinerary Number: [protected]
Message: Re: Re: RE: Flights:Review Itinerary - Case ID : [REQ:M-[protected]]
29/12/2017 11:56 PM

-----Original Message-----

From: [protected]@bigpond.net.au
To: [protected]@customercare.expedia.com
Additional Recipients: [protected]@customercare.expedia.com
Subject: Re: RE: Flights:Review Itinerary - Case ID : [REQ:M-[protected]]
Sent: Dec 29, 2017 4:56:12 AM

Thank you for your quick response
I am aware that all the information on baggage specifications is on the
web.
That was not my question
ALL my flights for this 3 week trip were booked through Expedia at the
same time on the same date - 24 May 2017
I asked for and got fares WITH BAGGAGE included for all legs of the
trip.
So far we have done Gold Coast to KL, KL to Hanoi, Hanoi to Ho Chi Minh
City
On all those legs baggage was included in the fare!
TODAY I got an email from you, Expedia, suggesting I should now check in
for the Phnom Penh to Bangkok leg on Friday 5 January 2018 with Thai Air
Asia.
But when I tried to check in, the website told me baggage was NOT
included for that leg.
Since I have paid for it in my fare ( fares - Alexander Listo and Robert
Whiddon) I am asking for you to correct that error to ensure that
baggage is shown as included in the fare - and then I can then check in
on the web as you have requested,
Can you look into this again please
Thank you
Alexander Listo
------ Original Message ------
From: [protected]@customercare.expedia.com
To: [protected]@bigpond.net.au; [protected]@customercare.expedia.co.au
Sent: Friday, 29 Dec, 2017 At 10:27 PM
Subject: RE: Flights:Review Itinerary - Case ID : [REQ:M-[protected]]
Dear Alexander,
We know how disappointed you are for not being able to access the
baggage information for your flight with Thai AirAsia.
Please be advised that baggage fees, the number of piecjes of baggage,
and the dimensions and weight of baggage allowed vary by airline. To
en

We booked a $4, 281.47 all-inclusive vacation to Antigua through Expedia from 2/9/16-2/16/16. We were informed by Expedia in the early hours of 2/9 that our flight out from JFK Airport later that day was cancelled due to a snowstorm. We were told that there would be no flights available to Antigua until February 13th-14th - more than halfway into our booked vacation. The Expedia agent explained that she would take care of everything. Her advice was to cancel the trip to Antigua and rebook, through Expedia, another $4, 000 vacation to Cancun for February 12. Unfortunately, Expedia charged for both trips and would NOT REFUND the cost of the original trip on the basis that we cancelled the trip. We re now out $4, 281.47. We are open to receiving a credit for another vacation. Our letter to Expedia has been unanswered. Gabriela and Marian Zajac

Ticket #'s: [protected]; [protected]

On 12/24/2017, I was trying to make a booking for a flight hotel bundle. While I was proceeding to checkout, I noticed that if I book through the Expedia app I'll get double the points so I decided to book through the app. After I opened the app and put in all of the information, I realized that the price of the bundle went up by $20. I was very frustrated and annoyed by this since I felt like it was deceitful.

Member ID: [protected]

Itinerary # [protected]. 10th December 2017. Arrived at Heathrow on Flight 2103 Brussels Air at +- 22:15. Seat # B32. Spent an hour looking for Speedy Shuttle (SS) service. Phoned their 24 - hour Emergency # - no reply. Not one of the taxi operators waiting for their passengers had seen a SS placard or even heard of SS. Forced to hire a regular Tax to The Grosvenor Hotel. Paid Xmytaxi GBP 75.00. Time of checking into Hotel can be verified with Hotel. Called SS on 12th to report incident. They could not verify if their service was at Heathrow or not. I requested a refund of the GBP 75.00. Was told to contact Expedia for refund of taxi fare & 1/2 fare already paid to Expedia. Full story reported to Expedia by phone on 14th. Requested urgent reply. No response recd. Phoned again 21st. Confirmed by 14th report. Result - SS advised Expedia that I was treated as non-arrival. No refunds due. As at 22nd instant, no response from Expedia.

On 12/6/17, I had a flight on United Airlines that was booked on Expedia. It was flight 3716-Newark, NJ to Charleston, SC. When the trip was booked, there were 2 different types of "Economy" tickets, and mine was the one that allowed passengers to have one carry on bag, included in the price of the ticket. Below is the verbiage we received on the message we received from Expedia:
From Expedia confirmation:
"Estimated baggage fees charged by United (More info)
Carry on:No fee
1st checked bag:$25.00
2nd checked bag:$35.00"
Phyllis Benson
2006 Izard Ct.
Charleston, SC

Flight Number: 3716

Flight Date: 12/6/2017

Approximate Departure Time: Anytime

Origin: New York/Newark, NJ, US (EWR - Liberty)
Destination: Charleston, SC, US (CHS)

Airport: New York/Newark, NJ, US (EWR - Liberty)

When I got to the United Airlines check in, I was told that I had to pay $25 and check my bag. When I protested, the guy at the counter said something about, "economy". I told him that my ticket was for the economy that included a carry on bag in the price of the ticket. He told me that if I wanted to get on the plane, I had to pay him $25. I have contacted United Airlines and was told that they do not offer refunds.
I bought a ticket that included free carry on baggage and I didn't get what I paid for. Please refund my money.

We called Expedia to book a car rental in Ft. Lauderdale Florida. We asked for a car rental company that would allow us to cancel the reservation if necessary. We booked on the Expedia website Economy Car Rental. Several days prior to the flight we had to cancel the reservation. We sent numerous emails to Expedia. I was put on hold for 2 hours and then they hung up on me. A representative from Expedia called me at 2:00am to say they were investigating the situation. I called the next day and was told we would have to provide a medical note in order to receive a refund from Economy. We provided a medical note from a physician several days prior to the date of the reservation. Expedia is now refusing to give us a refund even though we were told several times that we would be entitled to a refund.

Incident 02/12/2017 - 14/12/2017, Itinerary number:#[protected].
I booked and paid for 3 seats, but haven't been able to make use of the 3rd (extra seat) since leaving, The flight to my destination the airline kindly upgraded me but said they would not be able to do it for my wife or on the return flight so i had to travel separately from my wife and i'm now stuck trying to sort this out from a strange country. When i call Expedia customer service i keep getting told that the airline needs to sort it or i get asked for proof of payment, i didn't book the seats with the airline i did it through Expedia and Expedia should have the proof of payment on their system! Then i get told i will be called back and I get called at 03:00AM? I have to keep calling back during office hours and the cycle starts all over again! I cannot travel without the extra seat so a refund will not help either give me my extra seat or upgrade both me and my wife! You guys have no clue what customer service is about! Everywhere i go to complain i get blocked, even on their Facebook page!

I was trying to book a trip as a gift for my parents when he asked if it was ok to charge my card I said no hold on and he went and booked anyways I was NOT ready. Now I have to wait for my refund. I WILL NEVER USE EXPEDIA AGAIN. I was t ready to book just had some questions. 🤬I didn't have enough in my account to book trip now I'm negative and not even being refunded the full amount. I'm so mad. He didn't listen to anything I was saying

Filed by :
Herschel Hamlen
6770 Sun River Rd
Boynton BeachBoynton Beac FL 33437

Filed against :
Economy Rent a Car
111 SW 33rd St
Fort Lauderdale FL [protected]

Complaint Description:
Deceptive and misleading business practices due to charging more than the advertised and agreed rental rate for a rental car. I made an on line car reservation through Expedia for a compact car at Ft. Lauderdale airport to be used November 29th through December 4th. Reservation Number: [protected] The advertised and quoted price was $57.38 which, according to the contract was the amount due at pickup. When I arrived to pick up the car I was told there was an additional "mandatory Insurance fee" that was not mentioned when I made the reservation. There were no other options available at this location so I had no other choice but to pay the extra $45.82, thereby almost doubling the cost of the car. I feel that adding this mystery "mandatory insurance fee" amounts to a deceptive and misleading business practice and the company should be required to refund the extra amount charged.

Your Desired Resolution:
Refund of $45.82

I am trying to book a 14 day trip and I have been tying to speak with a Representative in the States. Due to past problems, from being connected Internationally which affected past reservations, I only want to speak with someone who is located in the States. This has become very frustrating and time consuming. My reservations always get modified and it leads to confusion every time I call and book while connected to a Representative outside of the States. They refuse to connect me to someone domestically.

Hello,

I have booked a flight for the 19th of December to Vancouver from Toronto. In addition to the flight ticket, I have purchased a $25 (approx) insurance package, as it was advertised that by doing so, it would provide more flexibility in changing dates or cancelling my flight. Due to an unforeseen reason, I must now return to Vancouver a week earlier than the 19th and thought that it was a relief that I have purchased the insurance package (provided by Allianz Global Assistance). Little was I aware that I was only eligible for a refund of the cost of my ticket if the reason for my claim fell under the ridiculously specific reasons of cancellation put forth by the insurance company.
I am writing this email to file a complaint against expedia and their misguiding strategies to sell this ludicrous insurance that I would never have purchased in the first place, had I been aware of the exact details of which the insurance would cover (barely). I am requesting a full compensation for my flight ticket, as well as compensation for the time that I have wasted in making phone calls to be 'educated' of the ambiguous policy of both expedia and the insurance company Allianz Global assistance that I have purchased unwillingly. Had expedia shown the policy in greater detail (furthermore, the detail button on the screen is barely visible that it is easily overlook) this problem would have been avoided and my time would not have been wasted.

I purchased my bundle deal in October with the flight and rental car. I was not notified or did it say in fine print that to rent a premium car you will need a credit card. I paid the amount in full Using a debit card. The week of my trip in December that I will not be able to rent the vehicle and I am forced to cancel my reservation and create a new one. This would be easy if Expedia would allow me to use the credit on the account to get a new vehicle. Unfortunately I had to cancel my reservation and get a refund which takes two week. Now I'm searching days before my trip for a rental car in a busy tourist city with expensive rates using the money I was using to enjoy my trip on a car that I reserved months ahead. This has been a very stressful experience because I planned this months in advanced to make my boyfriends birthday special. This wouldn't be an issue if I didn't make reservations at places far away from each other I wouldn't need a vehicle but now I do. I will never book a bundle deal using Expedia again. This is ridiculous.

I made a reservation #itinerary number [protected] for a one night stay in LMM International Airport Hotel, Carolina 00936 for Dec, 2017- Dec 2, 2017 and received a confirmation number [protected]. Upon my arrival at the hotel I was told the hotel had contacted Expedite and cancelled my reservation. I immediately called expedite and was on told the hotel canceled due to the hurricane Irma/Maria which occurred over 80 days ago. Note I just stayed in the same hotel last week on Thanksgiving and it was fully operational. Nobody from expedient contacted me by phone or e-mail. After I called expedite and trying to locate another hotel in Pareto Rico and on the phone for over an hour I was told that they are unable to find me any accommodation's at any price and I was left stranded overnight on an airport floor with my wife. Please help me [protected]@me.com

I booked a room on Expedia today (December 1, 2017) at approximately 11:40 am Atlantic time. I received a confirmation of my booking at 11:49 am Atlantic time. A case file has been opened: number E-[protected].

The issue is that I booked a non-refundable room in London for December 27. I understand what non-refundable means. However, when I received the confirmation, I noticed additional charges that I had not previously understood: 25 GBP for sheets per "accommodation" (whatever that means); 25 GBP for housekeeping (also per "accommodation") and a 100 GBP cash deposit upon arrival. I did not understand these fees when I booked the room, although it is possible they appeared somewhere on the website - I don't know.

I also noticed that there is no front desk at the hotel, which is not normally a problem, but it is a problem if you can't reach the hotel (they do not answer their phone) and you are expected to give them 100 GBP in cash upon arrival.

When I noticed these surprises, I immediately phoned Expedia (at 11:50 am Atlantic time - one minute after I received the confirmation email).

During my 1 hour and 30 minute call with Expedia, the agents tried many times to reach the hotel. Not only could they not contact them, but the hotel's voice mailbox was full. It is alarming to me that I would be flying to London with my family overnight, to arrive at a hotel I can't even reach by phone and one which is expecting cash from me on arrival. This is certainly not what I expect when I book a hotel through Expedia. Why are you associated with such a hotel?

I have been told Expedia will not process a refund until they contact the hotel and receive a waiver. I am not sure how this will happen if the hotel does not answer the phone.

I was also told on the phone by Expedia that Expedia already paid the hotel for my stay. This is quite an incredible claim given that I phoned literally one minute after I received the confirmation. I don't believe it to be true.

As I mentioned above, I do understand the term "non-refundable" however, in circumstances where a customer does not understand the terms of the charges and phones immediately when she sees them, there is no binding arrangement.

I am extremely disappointed in Expedia. I am appalled that you would be advertising a hotel that dupes people into strange, non-standard additional charges. And I am a bit shocked that you would be associated with a hotel that you can't even reach.

I am relieved I discovered this before I got on a plane to London and dragged my tired and jet-lagged family through the streets of London to a hotel that may not even exist.

I will make alternative arrangements for my family's stay in London, but in the meantime, I am requesting a refund.

Heidi Leslie

I am beyond pissed off right now.. All I was doing was calling a hotel for an earlier check in for my daughters wedding when I was informed that I wasn't booked in The Tower at the Turning Stone Casino where all my friends and family are booked an I specifically asked for The Tower. Casino said call Expedia, I called Expedia and I am literally still on hold for supervisor escalation. My phone now says 1 hour and 30 minutes with no check back for at least half hour now.. This is unacceptable. Itinerary # is [protected]
[protected]@yahoo.com

I recently placed a reservation for 2 nights in Four Seasons Hotel Cairo At Nile using expedia.com... the deal that i'm looking at, at that time is for USD 234/night... I placed reservation for 2 nights and when i'm done, the receipt/hotel only booked for 1 night for about USD 524.00 including taxes.. this is so misleading and i demand to cancel the transaction or to give me what i'm supposed to pay for. For your reference, the expedia itinerary number is [protected].

Flight Billing and Refunds - Itin: [protected] - Case ID : [REQ:S-[protected]]

My flight from Caracas to Miami 10/31/17 was cancelled by Santa Barbara Airlines. I have called multiple times to Expedia and there is no answer to my case. They just say they need to wait to Santa Barbara answer over and over again. I did not make my reservation using Santa Barbara. I did it with Expedia and is almost a month with out an answer. Where should I call to solve this problem

I booked roundtrip flights for me and my older son to New York where he was going to have a surgery. I also purchased Expedia's travel insurance in case we cannot fly back home as scheduled. Since my son was in a critical condition, my wife and younger son flew to NYC to see him, booking roundtrip flights again through Expedia. The only difference is that she didn't purchase a travel insurance. The interesting fact is that my wife called Expedia, explained why she and my younger son are unable to fly back on the date of their return, told them that she didn't buy an insurance and asked what can be done in order to get a refund. They told her to email them a copy of the surgeon letter explaining my older son's condition, which they further forwarded to American Airlines. As a result she got refunded the full price of her and my younger son tickets. I did the exact same thing, but since I had an insurance I expected that it will be even easier for me to get a refund. However, this was not the case - my claim was forwarded to AON Affinity which handles the insurance claims for Expedia. I emailed them the same documentation, but my claim got denied, since the trip was booked for the purpose of medical treatment. So it seems that you have a higher chance of getting your money back if you DON"T purchase an insurance. The most important question here is why this happened? It seems that Expedia sells the AON's insurance knowing perfectly well that it is useless, because they get their cut (agent fee) from the insurance sold through their web site. Obviously they will get a higher cut (a matter of agreement between the two companies) if AON makes a higher profit on each insurance package they sell. How an insurance company makes a higher profit? The simple answer is - by denying most of the claims. AON's and Expedia's record in this regard is unenviable - one simply has to check the multiple complaints published online by their dissatisfied customers. My estimate is that less than 2% of their customers who purchase an insurance and submit a claim actually get a refund. From my experience, I lost more money booking through Expedia (including their absolutely useless insurance) than I would have lost (if at all) booking our flights directly through the American Airlines web site. Expedia in this regard turned out not only to be more expensive, but also a completely irrelevant as a service provider. I hope more and more people will realize that these so-called travel agencies don't provide any additional value to their customers and better be avoided entirely.