Business Profile

Travel Agency

Expedia.ca

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Complaints

This profile includes complaints for Expedia.ca's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

558 total complaints in the last 3 years.
191 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/31/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to address an issue with a flight booking made through Expedia. On July 11, I booked a flight for $242.70. However, on July 31, I had to call ******** service to cancel and rebook my return flight. Originally, the flight was from *** to ***, but I requested to cancel it and book a flight from SDU to CGH. The agent, ***** confirmed that my request was possible and proceeded with the booking, informing me that the cost would now be $265.10.I inquired about receiving a refund for the original charge, and although **** seemed a bit confused, she assured me that I would be refunded. I clarified my question to ensure understanding, and she confirmed that I would indeed receive a refund. I provided my credit card number, and after repeating it several times, she asked how I would like to pay for the new booking charge. Once again, I asked if the given credit card information was for the refund, and she confirmed. She mentioned that I would receive a confirmation within 24 hours. However, I only received confirmation for the new flight changes, with no mention of the cancellation of my old flight or the refund.I am now concerned that the agent did not process my request correctly, resulting in a double charge on my credit card. When I contacted ******** service, they were unaware of any refund being processed and mentioned that my flight was rescheduled, not canceled. Had I known this, I would have booked the new flight separately, as the cost was only $80 compared to the $271 (total $ after taxes) charged by Expedia.The error lies with the agent, and the call is recorded. The second ******** service representative I spoke with, ***, sent me the call transcript (attached), which mentions the refund. I am disappointed with the lack of preparedness demonstrated by Expedia's ******** service representatives, as they seem poorly trained and unprofessional.I kindly request that this matter be resolved and that I receive my refund as initially promised.
Business Response
Date: 08/02/2025
August 02, 2025

Better Business Bureau
Mid-Western and *****************;
Complaint Department

RE: Expedia Case # ********

Dear Better Business Bureau,

Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

Expedia is responding to the consumer complaint from ******************************************* case number ********) regarding flight reservation.
Our records indicate that Ms. ****** ***** made a flight reservation under itinerary reference number ************** and has requested a refund for this booking.
Following the conclusion of our investigation, we would like to confirm that as promised a refund of CAD ****** has been initiated to the original form of payment a **** card ending in 9863 on 02Aug25. Please note that the refund may take 7 to 10 business days to reflect on the bank statement. Processing times may vary depending on the financial institution and could extend up to one to two billing cycles.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
Devraj
Global Traveler Resolutions Team
Customer Answer
Date: 08/02/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** Stankevicius *****
Initial Complaint
Date:07/27/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi,I booked an airline ticket from Expedia for TD. I also booked airline seats including exit row seats (for return flight) with Expedia for ~ $90. I also booked couple of hotels - one in Shridi for ~$197 for two nights. ********* didnt honor the seats booked through Expedia and bumped us away from exit row seats. ********* is also saying that any refund should be collected from TD.Shridi hotel was also a sham hotel. All bed linen were very dirty, bathrooms were dirty, hotel was under renovation, broken iron. Horrible experience.On calling Expedia, they are only refunding me $28 on seats. They have no explanation as how they arrive at that amount. They are asking me to contact ********* who is asking me to speak to Expedia. Expedia is also not sharing their email id to enable to have a written conversation - three way to discuss this issue. Agent doesnt want to give me any evidence to bring this matter to court.Very bad experience on this booking with Expedia. I have brought other issues with Expedia on this booking for which they have compensated me with points but issues keep occurring and their agents are never trained to give correct answers. Very dubious agents..
Business Response
Date: 07/31/2025
Better Business Bureau
Mid-Western and ************
Complaint Department

RE: Expedia *** Case ********

Dear Better Business Bureau,

Thank you for taking the time to contact Expedia for TD regarding an issue from our customer. We appreciate the ********************** allowing us to address the comments and concerns that have been brought to our attention. Expedia for TD is disheartened that the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.

Expedia for TD is responding to the consumer complaint from Mr. ******* ***** (BBB case number ********) regarding his air booking. We understand Mr. Kumar was looking to for a refund to their paid seats with **********

On 02 July 2025, Mr. Kumar reached us requesting the refund. We reached out to the airline, and they advised that they have refunded a total of C$115. Mr. Kumar confirmed that this is the amount that he was seeking.

On 27 July 2025, Mr. Kumar reached out to us requesting refund for the seats paid as he didn't receive any refund form *********. We advised Mr. Kumar that we will follow up with the airline regarding the refund and will get back once we receive the update from Air India and we are still waiting for Air Indias reply.

In addition, on 27 July 2025, Mr. Kumar complained about a hotel stay was booked with us, and we tried our best to raise the complaint with the hotel to seek an exception for compensation, which was met with denial from the hotel. As a gesture of goodwill, we have offered 15% refund from the total amount paid for the hotel reservation and refunded the value of 30 C$.

Due to the inconvenience, Mr. Kumar was also offered ****** TD rewards points from our end before as a gesture of goodwill.

Again, we thank you for allowing us the opportunity to address this issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Kind Regards,
****
Global Traveler Resolutions Team
Customer Answer
Date: 08/03/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *****
Initial Complaint
Date:07/23/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March 1, 2025, My mother and I booked a trip to ******** for June 3, 2025. It was a trip we were both extremely excited for! Unfortunately, at the end of April, we endured a serious family medical emergency involving my father that required me to stay close by as his Power of Attorney. In May, when we learned that he would not be able to return home from the hospital and would need to move into a memory care facility, my mother and I made the difficult decision to cancel our trip. We had cancellation insurance, that also covered family emergencies, as such we did not anticipate the horrendous few months that Expedia has put us through trying to have our money refunded. When we contacted Expedia on May 12, 2025 to cancel, they were quick to take $1000 in cancellation and insurance fees, while promising that once a medical note had been provided we would receive a full refund of what our trip had cost ($4332.63). On May 19, 2025, I provided a medical note which we were then told our refund would take 7-10 days to be credited onto my mother's credit card. During this time we received emails from ***, the insurance provider, in which we were told by Expedia to ignore, as they would be handling everything. We, of course, learned later on that this was untrue and they had no known contact with **** The 7-10 days lapsed several times, with several empty promises to "hold on for 7-10 more days". Once we learned that Expedia had lied about contacting *** on our behalf, *** processed our claim, only to refund the $1000 taken for cancellation/insurance fees as we had told them about Expedia's several promises to refund the full trip costs, which *** informed us it was then Expedia's responsibility. To this date, all we have received from Expedia is the continued run around and no refund. Among the several attachments - Policy Wording is added to highlight that based on our circumstances section A; A3; 3 is the category we would fall in.
Business Response
Date: 07/25/2025
July 26, 2025

Better Business Bureau
******, ****** & ******************
Complaint Department

Expedia Case Reference - 15721239

Thank you for taking the time to contact Expedia regarding a concern from our customer. We appreciate the ********************************************* allowing us the opportunity to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms.****** ****** (BBB case number ********), regarding a refund request associated with her package booking.
According to our records, Ms. ****** booked a package reservation on March 2, 2025, under itinerary number **************, with a scheduled departure from *******, *******, Canada.
We regret the experience Ms. ****** encountered. Upon receiving her request, we conducted a thorough investigation. The flight portion of her booking was made with ****************, whose fare policy is highly restrictive and does not permit refunds for medical reasons.Additionally, the hotel booking was listed as non-refundable and non-changeable. We attempted to contact the property on her behalf;however, the property declined to make any exceptions to their policy. We also reviewed the communication history between Ms. ****** and the Expedia Support Team and found no records indicating that a full refund was promised. Moreover,the refund confirmation email Ms. ****** provided originated from *********************************************,which is not affiliated with Expedia.
Please note that Expedia does not charge any additional fees for refund requests. If a refund is approved, the amount is deducted directly from the original booking payment. We recommend that Ms. ****** reach out to her financial institution to dispute the $10,00 charge, which appears to be invalid. Her bank may be able to assist her in reversing the transaction. We also strongly advise obtaining our contact details only from our official website, ***********************************, rather than through general search engines like ******, which may sometimes redirect to fraudulent numbers. For assistance, customers can use the live chat feature on our website or call ************.
Additionally, Ms. ****** purchased a Travel Protection Cancellation Plan under policy number *********. We recommend she contact the insurance provider directly to inquire about potential coverage for her situation, subject to their terms and conditions. She may reach them by phone at ************** or via email at *************************.
We appreciate the opportunity to respond to the concerns raised. If you have any further questions or require additional clarification,please feel free to contact us.

Sincerely,
******* *****
Global Traveler Resolutions Team
Initial Complaint
Date:07/22/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Air and hotel travel booked through Expedia.CA August 5, 2024 for total CAD $2,048.08. Trip was cancelled prior to travel date of August 12, 2024. Hotel was refunded, no problem (CAD394.14). Expedia issued Future travel credit in the amount of $1,538.02 (after cancellation plan of $115.02) valid 1 year from issuance date (5 Aug 2024).Restriction of travel credit: to be used for the same traveler, same airlines and leaving from the same country.I am trying to book a flight for the same travelers, with the same airlines leaving for travel to ******* departing on July 25, 2025 and returning on July 28, 2025. ********************* website published fare for said dates direct non-stop flights were CAD $452 for the outbound and CAD $189 for the return. I called Expedia to pick up the itinerary and use my travel credit. After over 2 hours with agent ****** and 1.10 hours with ****** *., Supervisor-***************** I am told that the the published fare cannot apply as this is not a new booking and that I have to pay in excess of CAD $500 per person. I understand there is a penalty upon redemption of travel credit but to pay in excess of $500 per person in addition is criminal. I am seeking to either get a refund, extend the credit, or book the trip to *******, as advertised.
Business Response
Date: 07/25/2025
July 25, 2025

Better Business Bureau
Mid-Western and *****************;
Complaint Department

RE: Expedia Case # ********

Dear Better Business Bureau,

Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

Expedia is responding to the consumer complaint from Ms. ********* Ocampo (BBB case number ********) regarding flight reservation.

Our records indicate that Ms. ********* ****** booked a package reservation. We understand that she is now requesting to utilize the available travel credit associated with her flight reservation.
Following the conclusion of our investigation, we would like to inform Ms. ********* ****** that her flight reservation under booking reference 37SJ2Y is eligible for travel credit redemption until August 4, 2025. To redeem this credit, she is required to pay any applicable fare difference, tax difference, and change fee, as per the airlines policy. As previously discussed with Ms. ******* the cost to redeem the credit was significantly high, and she declined to proceed with the payment, noting that the same flight could be booked separately at a lower price. Please note that the tickets are nonrefundable, and no waiver has been provided by the airline to extend the validity of the travel credit.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
Devraj
Global Traveler Resolutions Team
Customer Answer
Date: 07/25/2025

Complaint: 23634679

I am rejecting this response because:
I have attached email from Expedia and my response to them. When I did not receive a response to my email, I called on July 23 (spoke to Marfs) and on July 24 (spoke to *******) to follow up on the status since the travel date being considered was July 25. I was informed that the case has been submitted for a refund and will take anywhere from 48 to 72 hrs to complete. I have not received any other communication. As of last telcon with Expedia, the active case number is 15634589.

Sincerely,

********* ******
Customer Answer
Date: 07/29/2025
I neither received a reply or a new itinerary. I called on July 23 and spoke to Marfs. I was informed that the case is being considered for a refund as of July 22, assigned a new case number ********, but will take anywhere from 48-72hrs to process. Because the travel date being considered was July 25, I called again on the evening of July 24 for an update. No change. Still pending.

As of today, July 25, I have not heard from Expedia. The travel date being considered has now come and gone. The travel credit is expiring on August 5.

Business Response
Date: 07/31/2025
July 31, 2025

Better Business Bureau
Mid-Western and *****************;
Complaint Department

RE: Expedia Case # ********

Dear Better Business Bureau,

Thank you for forwarding the consumer rebuttal from Ms. ********* Ocampo (BBB case number 23634679). We regret to hear Ms. ********* Ocampo did not accept our resolution offered.
Following a review of the new information provided by Ms. ********* ******, we have concluded our investigation into her concerns. The flight reservation was originally booked under a non-refundable policy and later cancelled, with the fare issued as a credit valid until August 4, 2025. According to the airlines terms and conditions, any additional cost incurred while redeeming the credit must be borne by the traveler. In this instance, Ms. ****** declined to pay the fare difference.
Although, taking into account the trouble she experienced, we have offered a one-time exception by refunding 50% of the original flight booking value USD $569.00 to her **** card ending in 5198. The refund may take 710 business days to appear on the bank statement. Processing times may vary depending on the financial institution and can take up to 12 billing cycles.
We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
Devraj
Global Traveler Resolutions Team
Customer Answer
Date: 08/01/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

********* ******
Initial Complaint
Date:07/16/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
So I use Expedia to book a hotel ****** stay in *******************. I never been to ******* before I pay for my location where before I left *************. I tried to reach out to the property host June 27. I didnt reach anyone June 28 my reservation. I reached out to the host again to get the details for the location where I was staying they told me the properties being renovated and I was not able to stay as that property after I paid my money to stay at this location I dont know anyone in ******* the money I spent for this property. I had nowhere to stay. I was basically homeless in *******. I contact customer service to let them know what was going on. They made it seem like they assured me that they was going to handle it the situation. They told me they are going to contact the host of the property in which they informed them that the places will be renovated so they refunded me my money, but that did not solve my problem, which was where was I going to be staying for 10 days? Expedia told me I needed to ****** a new location after I already paid $506 for the location that was being renovated. What if I didnt have any additional money to pay a new location this was so unprofessional so inconvenient. I had to come up with money to get a new location because I was going to be homeless in *******, I ended up paying$220 from June 28 through July 2. Then I ended up paying $349 for July 2 through July 8 I spent over $1000 if I wanted a place that amount I would have booked a location for $1000 I was assure that Expedia was going to reimburse me. $567 not the difference from the $506 original reservationThey told me if I made another booking after the first reservation was canceled. I was assure that I was going to get reimburse for the bookings. I couldve booked with the whole another booking company that wouldve probably save me a lot more money than what paid through Expedia. After this experience, I no longer wanna be an Expedia customer anymore.
Business Response
Date: 07/21/2025
Dear Better Business Bureau,

Thank you for allowing us to address Fashira Whites concerns.

Fashiras original Vrbo booking in ***********, *******, was unexpectedly canceled due to renovations. She paid $506 and had to secure alternative accommodations costing $567.72. Initially, she was reimbursed $61.72, per our policy covering the price difference.

Understanding her situation, we went beyond our usual policy and approved a full reimbursement of $506 as a goodwill gesture. We have communicated this resolution and remain committed to supporting our guests throughout their travel experiences.

We appreciate Fashiras patience and are dedicated to ensuring her satisfaction. Please feel free to reach out with any further questions.

Best regards,

Vrbo Customer Support Team
Initial Complaint
Date:07/14/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Expedia advertised a 1700 sq ft room. I booked it with the understanding thats how big the room would be. When I checked in at got to my room it was a1000 sq ft a large difference. I checked the front desk to see if they put me in the wrong room and was told they dont even have a room that big. It was still being advertised on Expedia the hotel told me not their problem its Expedias. When I asked Expedia they said since I already checked in they cant do anything but give me a $25 credit. How would I know that room didnt exist until I went in the room? You cant advertise and sell something that doesnt exist And expect $25 credit to fix the fraud. There was numerous other rooms at other hotels for better pricing or value but I chose this one cause if the price and value that was obviously fraudulent. When I talked to Expedia they said sorry that room was already booked when I talked to the hotel manager they said that room doesnt exist.
Business Response
Date: 07/16/2025
July 16, 2025

Better Business Bureau
******, ****** & ******************
Complaint Department

RE: Expedia Case #********

Dear Better Business Bureau,

Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

Expedia is responding to the consumer complaint from ****** ****** (BBB case number ********) regarding issues with a recent hotel booking at ********* & Casino, a Destination by Hyatt Hotel.

We understand Mr. ****** concern regarding the discrepancy between the room size advertised on our website and the actual room provided. Upon review, the reservation under itinerary ************** showed a listed room size of 1700 sq. ft., while the hotel has confirmed that their largest available room is 1100 sq. ft. We're sincerely sorry for this error in the listing and the hassle it caused.

Our records indicate that a $25 One Key Cash credit was initially offered to Mr. ******* Expedia account, which was declined, and he requested to speak with a supervisor. After reviewing the case, the supervisor acknowledged the content error and provided $185 in One Key Cash, equal to 50% of the booking amount, which was accepted as a resolution.

As the booking was used and a significant portion of the amount was already credited in the form of One Key Cash to Mr. ******* Expedia account, we believe the best possible resolution has been provided in this case.

The One Key Cash can be used on future bookings. Please refer to: **************************************************

We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
******
Global Travel Resolutions Team
Initial Complaint
Date:07/11/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To Whom It May Concern,I am writing to file a complaint against Expedia regarding a recent booking I made through their app. Below are the details of my trip:Booking Date: July 10th, 2025 Trip Details: Round Trip Flight from ******* to *******, Hotel stay in ******* Dates: August 1st to 4th, 2025 Quoted Price: 1825 CAD Upon completing the payment, I received multiple notifications from my credit card, which initially did not show up in the statement. The next day, I discovered that the charges for the hotel were in USD, not CAD as indicated during the booking process. The difference between 1825 CAD and 1825 USD is significant, with 1825 USD being approximately 2400 CAD.I contacted Expedia to report the issue and provided proof that my app showed the price in CAD. Despite this, Expedia claimed that I had booked through the Expedia US site, which is incorrect. My app clearly displayed all prices in CAD and did not mention USD at any point.Additionally, the Expedia website still shows the same package for 1880 CAD, and I have taken screenshots of this as well. When I presented this evidence to Expedia, they denied any wrongdoing, stating that prices keep changing and their hands are tied.I feel that I have been scammed by Expedia and am seeking justice for this matter. I have attached screenshots and documentation to support my claim.After convertion i will be charged ********CAD. as per expedia. And they cant refund them.I request your assistance in resolving this issue and ensuring that I am refunded the difference in currency charges.Thank you for your attention to this matter.Sincerely,Aju
Business Response
Date: 07/13/2025
Jul 13, 2025

Better Business Bureau
******, ****** & ******************
Complaint Department

RE: Expedia Case: 15168778/BBB: ********

Dear Better Business Bureau,

Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ***************************************************** us time to address the comments and concerns brought to our attention.

Expedia is responding to the consumer complaint from Mr. *** ***** (BBB case number ********) regarding package reservation.

Our records indicate that Mr. *** booked a package reservation that included a flight with Air Canada from ******* to ******* for August 1 to August 4, 2025, and a stay at ************ by Marriott Beausejour. We understand Mr. *** is requesting a refund.

Upon my investigation, that ****** booked the reservation on ************************ (the **** site), rather than Expedia.ca (the Canadian site). As a result, the total amount was charged in USD, which led to a higher amount in CAD after currency conversion.

Based on our research, we advised Mr. *** to verify and update the country setting in the Expedia app to Canada for any future bookings. This will ensure that prices are displayed and charged in CAD, helping to avoid any unexpected currency conversion charges.

We understand how this situation may have been frustrating. However, since the reservation was made through ************************ (**** site), the transaction was processed in USD as per the platform's standard billing practices. Unfortunately, we are unable to refund the currency conversion difference, as the charges reflect the terms and conditions of the site through which the booking was completed.

We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
***** *****
Global Traveler Resolutions Team
Customer Answer
Date: 07/13/2025

Complaint: 23588315

I am rejecting this response because:
1 - i booked it thour expedia app where the currancy and region shows in CANADA. And it still does in my app.
2- When i booke the vacation online, the price was CA1823$ and when i raised a complaint next day. the prices on the website went up around CA50$ . which came arround CA 1880.
3 As stated by expedia, even if the payement are going in US currancy after convertion the US charges shoudl be under 1350US$ +convertion charges. But my cc is gonna hit with a 2550 charge including convertion.
**** a senario where someoje booked a vacation on today for 1823 US how can the same vacation cost 1880Cad the next day. People with since a flight ticket is involved i am 100% sure the package wont drop ******* CAD IN 24 hrs!! I have proof for the next days vacation cost. from the same website.
the justifiation for this by customer service is that rates will fluctuate!!! Which doesnt make sense for *******CAD.
I would like to state this, that the price i saw was in CAD in the app. and i have never changed the region. its allways been Canada/CAD.
The prices of these airline compared with Airline price and hotel price It is similar to Canadian pricing.
No one in the right mind would pay extra for these.
I request to help me find justice. i have seen a post from another customer redarging the same issue.
Sincerely,

*** *****
Initial Complaint
Date:07/11/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked through Expedia.ca a room for 6 days. I paid in full on June 19, 2025. I paid $640.13 canadian dollars to Expedia. I requested my money back for these reasons:I notified the Hotel that I was arriving late due to a flight delay. They acknowledged my late check in and gave me check in instructions. The hotel also requested a $200 US dollars deposit for incidentals. I also paid the deposit. Upon arrival around 11 PM at *************** (*****************), upon check in the guest (my son) discovered that the room we had paid for in full had been given to someone else. Despite numerous calls and messages, the property manager did not respond that evening. We were left with no choice but to find last-minute accommodation elsewhere for the night. This was a six-night, prepaid stay, and to reassign our reserved room without permission or notice is completely unacceptable.The next day, the property manager finally replied and acknowledged the mistake, even offering a full refund verbally, pending camera verification. However, no refund followed. Instead, they attempted to relocate us to a different neighborhood (**********************************), which was not acceptable due to the location and not what we booked or paid for. We declined that offer and reaffirmed our request for a refund. The facts remain:The late arrival was clearly communicated and acknowledged.The room we paid for was not made available upon arrival.A completely different property was offered as a replacement far from the location.A full refund was verbally agreed to and then ignored.Given the duration of the stay, the amount paid, and the clear mishandling of the reservation, I respectfully requested Expedia to step in and resolve this matter with a full refund. Expedia denied the refund.
Business Response
Date: 07/17/2025
16 July 2025

Better Business Bureau
***** - ******, ****** & ******************
Complaint Department

RE: ************************ Case 15348077

Dear Better Business Bureau,

Thank you for contacting ************************ regarding the concerns raised by our customer. We appreciate the opportunity to address the issue and respond to the Better Business Bureau (BBB) on this matter.

************************ is responding to the consumer complaint from ***** ******** ******** , under itinerary number , regarding a prepaid hotel reservation made through Expedia.ca.

According to our records ***** had a reservation with us under the itinerary number ************** from 26th June to 02nd July 2025 for which she is requesting a refund for the reservation as she was not provided with the correct room type booked.

Upon investigation, we made multiple attempts to contact the property to request a waiver for the reservation. However, the property adhered strictly to the terms and conditions and declined to offer any exceptions.
In recognition of the inconvenience and issues ***** faced, our frontline team added 250 CAD worth of loyalty points to her Expedia account. Additionally, as a one-time exception, we have processed a ***************************************** 7290.

The refunded amount should reflect on the card within 710 business days. We have also shared this case with our frontline team to help prevent similar situations in the future.

Thank you for allowing us the opportunity to address this matter. Should you require any further information, please do not hesitate to contact us.

Sincerely,
Sahib S
Global Traveler Resolutions Team
Customer Answer
Date: 07/17/2025

Complaint: 23583898

I am rejecting this response because:

I paid to Expedia in full $640.13.To make matters worse, the Hotel property collected a $200 incidental deposit, which has still not been returned. We were forced to scramble and find alternative accommodations at the last minute, incurring additional, unplanned expenses. This is not the experience I expected from booking through Expedia. One of the main reasons I chose the Expedia platform was for the reliability book, pay, and stay. That certainty was lost the moment we arrived to find someone else in our room. In order to get my check in information I paid to the hotel $200 US dlls that have not been return to me. Please provide an update regarding the $200 deposit. It seams to me that Expedia is accepting hotels that are stealing to their clients.
Also Expedia did not add to my Expedia account 250 dlls, find attached the screenshot of my account. I have gone through many inconveniences including booking in another hotel and transportation.
Expedia need to refund the whole amount $640.13 plus the 250 gratification Expedia coupon. It is the ethical course of action in this situation. I look forward to a resolution

Sincerely,

***** ***** Sandoval ******
Business Response
Date: 08/01/2025
01 August 2025

Better Business Bureau
***** - ******, ****** & ******************
Complaint Department

RE: ************************ Case 15348077

Dear Better Business Bureau,

Thank you for forwarding the consumer rebuttal from ***** ******** ********. We regret to hear ***** did not accept our resolution offered.
We have reviewed the documentation she provided to further address her concerns.

Thank you for your detailed response. We sincerely regret the hassle ****** experienced during your stay and appreciate the opportunity to address your concerns further. Regarding the $200 incidental deposit paid directly to the hotel, please note that this deposit is charged and held by the property independently of Expedia. As such, we recommend contacting the hotel directly to resolve the return of these funds, as we do not have control over such charges.

In response to your concern about the loyalty points, we have reviewed your account and can confirm that the *************************************************************************** your Expedia rewards balance. Please check your account again, and if you continue to have difficulties locating the points, we will be happy to assist further.

With respect to her request for a full refund of $640.13, as previously mentioned, extensive efforts were made to secure a waiver from the hotel, which unfortunately was declined as the property adhered to its terms and conditions. In recognition of the issues she faced, we processed a goodwill refund of *********************************** 7290 as a one-time exception, in addition to the loyalty points.
We understand frustration and value loyalty. However, considering the circumstances, we must respectfully decline the request for an additional refund beyond the amount

Thank you for allowing us the opportunity to address this matter. Should you require any further information, please do not hesitate to contact us.

Sincerely,
Sahib S
Global Traveler Resolutions Team
Customer Answer
Date: 08/02/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ***** Sandoval ******
Initial Complaint
Date:07/08/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a midsize or similar SUV through Expedia.ca from *******. Payless gave me a compact and they both refuse to give me a partial refund for not giving me something similar to what I paid. They gave me something smaller than what I paid for.
Business Response
Date: 07/09/2025
9th Jul 2025

Better Business Bureau
**** - Mid-Western and ************
Complaint Department

RE: Expedia Case # ********

Dear Better Business Bureau,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

Expedia is responding to the consumer complaint from Ms. **** ******* (BBB case number ********) regarding a car rental refund.

Upon further research, we are unable to locate an Expedia account related to Ms. *********************** We respectfully request that Ms. ******************** us with the email address used to book the reservation, and the itinerary number. The requested information will enable us to appropriately address Ms. *********************************** you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
****** ****
Global Traveler Resolutions Team
Customer Answer
Date: 07/09/2025

Complaint: 23572068

I am rejecting this response because:
I am just adding what was requested. Itinerary 73129048009883.
I have not included the email used as the information provided noted not to included any personal information. Once I receive information informing me my email will be safe, I will provide it.

Sincerely,

**** *******
Business Response
Date: 07/16/2025
17th Jul 2025

Better Business Bureau
**** - Mid-Western and ************
Complaint Department

RE: Expedia Case # 14905253

Dear Better Business Bureau,

Expedia is responding to the consumer complaint from Ms. **** ******* (BBB case number ********) regarding a car rental refund.

Im sorry to hear about your experience. I have checked with the vendor, and they have confirmed that a Midsize SUV was provided, which matches the vehicle type you originally booked.

As a gesture of goodwill, I have added a CAD 50 coupon to your account. This coupon is valid until 31st August 2026 and can be used on a future booking.

We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
****** ****
Global Traveler Resolutions Team
Customer Answer
Date: 07/20/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *******
Initial Complaint
Date:07/07/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a hotel through Expedias platform based on its listing and brand reputation. Upon arrival, I found the room to be in hazardous condition: strong odors of cigarettes and drugs, blood stains around the toilet, a filthy bathroom, and cockroach infestation. These conditions were unfit for human occupancy and posed a direct health risk. I submitted detailed photo and video evidence to Expedia.Despite reporting this immediately, over a week has passed with no meaningful response or refund. Expedias listing misrepresented the property, and I should not be forced to resolve this with the hotel directly, as my contract was with Expedia.I am requesting a full refund for the night in question and compensation for the health issues and emotional distress caused.If not resolved, I intend to pursue further legal and regulatory action.
Business Response
Date: 07/10/2025
July 10, 2025

Better Business Bureau
******, ****** & ***********************;
Complaint Department

RE: Expedia Case #********

Dear Better Business Bureau,

Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

Expedia is responding to the consumer complaint from **** ******* (BBB case number ********) regarding a hotel booking.

As per our findings, the booking was made with hotel Travelodge by ***************************;on 28th Jun 2025 for 3 nights amounting to 230.67 CAD under the reference number **************.

We are sorry to hear about the issues Ms. ******* encountered during the stay.

Our findings indicate that the traveler had reached out to our team earlier regarding a similar concern. Considering the issues raised, we engaged with the hotel team to discuss the possibility of a waiver for the booking.
Following our conversation, the hotel approved a refund for two nights of the stay, as a gesture to help compensate for the guests unfortunate experience.
Hence, we would like to inform that that the refund of ****** CAD was already processed from our end on 29 Jun 2025 in the **** card ending XXXX-9243. The refund has been successfully completed under the transaction reference number
74099865180000618577089.

Thus, we regret to inform Ms. ***************** won't be able to offer any further refund regarding the booking as bound by the hotel policies.
Moreover, we have shared the travelers valuable feedback with our team to help prevent similar instances in the future. This insight will contribute to our continuous efforts to enhance the overall guest experience.

We thank you for allowing us the opportunity to address the issues that have been brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
Sadhika
Global Traveler Resolutions Team
Customer Answer
Date: 07/17/2025
Dear ******* and the ******************************************************darkreader-inline-color="" style="color: black; --darkreader-inline-color: var(--darkreader-text-000000, #ffffff);">Thank you for your response to my complaint via the Better Business Bureau. However, your reply is not an acceptable resolution to the serious concerns I have raised.

To reiterate and clarify:
I want to be extremely clear:
This is not just a customer inconvenienceit was a health and safety violation. The photos and videos I submitted are not up for debate. Your company chose to list and promote this hotel, and therefore bears direct responsibility for the accuracy and safety of that listing.

The refund of two nights, while appreciated, does not address the full scope of this situation. I am requesting the following:
Furthermore, your statement that "we wont be able to offer any further refund as bound by the hotel policies" is unacceptable. I did not book with the hotel. I booked with Expedia. The responsibility lies with you to ensure the safety and accuracy of the listings on your platform.

If this matter is not resolved within 24 hours, I will be proceeding with the following actions:
This is your final opportunity to resolve this matter directly and fairly. I remain available should you wish to rectify this issue in good faith.

Sincerely,
Asma H
[Your contact information]

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