Business Profile

Travel Agency

Expedia.com

Headquarters

Complaints

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

Customer Complaints Summary

7,494 total complaints in the last 3 years.
2,886 complaints closed in the last 12 months.

If you've experienced an issue

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:07/19/2025
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.
On 06/03/2025 my sister ****** **** made reservations on Expedia web page for 07/23/2025 & 07/24/2025. The reservation was changed to 06/17 & 06/18/2025, I talked with my phone on speaker (my sister ******* listened to entire conversation) to Crixie to correct the error. She said it would cost ***** to change the reservation,ok change it. She incorrectly reserved only one of the dates that I asked for, this error was not apparent to me till the conversation ended & I saw on their web page only one date reserved. Immediately called back to correct the second error, they blamed me for the mistake & wanted to argue, I asked for state side ********************* refused, I asked for a manager. This man who claimed to be a manager argued profusely, till I was upset as Id been on the phone for over an hour at this point without resolve. Finally asked to cancel the reservation, they never said it was non refundable. The next day (06/04/2025)I called them back, because they charged my account the ***** and ******, talked to Mojit, who after explaining the situation, said I would get a full refund. This whole conversation was omitted from the transcripts
Business Response
Date: 07/21/2025
21st July 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 with Graduate by **************. We understand ******* is requesting a refund.
I am sorry to hear how they felt about the whole experience they had with us. I understand that throughout their journey, the experience is what counts, and we take such issues seriously.

According to our records, I would like to confirm that the booking date was selected as ***** June 2025 as shown on the final page while making the payment. The same information was mentioned on the email confirmation shared with the traveler.

However, upon receiving an approval from the hotel, we have successfully processed a full refund of USD ****** +USD ***** to the **** card ending with XXXX-8284. They can expect to see the amount reflect in their bank account within 7-10 business days.

If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
Sheetal
Global Traveler Resolutions Team
Initial Complaint
Date:07/19/2025
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.
My rental price thru Expedia stated ***** a day.When I got my receipt thru Hertz I was charged ***** a day.I reached out to Expedia and they would not resolve the issue.
Business Response
Date: 07/21/2025
21st Jul 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 Ms. ***** ******* (BBB case number ********) regarding itinerary number 73110885955068.

Our records indicate Ms. ******* booked a rental with Hertz through Expedia for 3 days, scheduled from May 29 to June 1, 2025.
Upon reviewing the query submitted to the BBB, it appears that Ms. ******* booked a rental at $48.99 per day through Expedia but was later charged $58.99 per day by *****.

I'm sorry to hear about your experience. After checking the receipts shared by Ms. ******** I found that they pertain to a rental from October, which does not match the current claim. Additionally, ***** has confirmed that no additional charges were applied beyond the original booking amount.

As we were unable to verify any overcharges, I have added $30 in One Key Cash to your account as a gesture of goodwill. This can be used toward future travel bookings on Expedia. You can find the full terms and conditions for One Key Cash at the following link: ************************************************.

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
Initial Complaint
Date:07/19/2025
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.
booked a $5,357 family anniversary vacation to ****** through Expedia. The resort was under heavy construction, and the beach was unusable and smelled foul due to seaweednone of this was disclosed. Only 14 of our 17 guests were offered relocation, and we couldnt split up the group. Expedia offered just $250 in credit. Ive emailed multiple times and received no further response. This is unacceptable. I am requesting fair compensation or a partial refund.
Business Response
Date: 07/21/2025
21 July 2025

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

RE: Expedia Case # 15522378

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 the refund of the hotel reservation.

Our records indicate that Ms. ******* booked a package that included a flight reservation from ******, **, ************* to ******, ********************, ******, departing on July 3, 2025, and returning on July 8, 2025, along with accommodations at ************* Princess All Inclusive, under the itinerary# **************.

Following the investigation, it was confirmed that during the initial contact regarding the issues raised, our support team offered Ms. ******* a relocation. However, the offer was declined as she was traveling with extended family who had booked separately through another agency.

We promptly contacted the hotel regarding the issues shared, but unfortunately, they declined any refund as the reservation was fully utilized.

In recognition of the trouble experienced, we have added 600 USD in One Key Cash to your account, which can be used toward future travel reservations. You can review the terms and conditions for One Key Cash at the following link: ************************************************.

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,
Dhamandeep S.
Global Traveler Resolutions Team
Customer Answer
Date: 07/21/2025

Complaint: 23624046

I am rejecting this response because:

Thank you for the increased offer of $600 in travel credit. However, this is still far below what is fair given the scale of disruption and the lack of disclosure. We were a group of 17 celebrating a major family milestone. The resort was not as advertised, the beach was unusable, and we were placed in an impossible position with relocation options only offered to part of our group. I respectfully request either a partial refund or an increased travel credit of $1,000 to reflect the severity of the situation.

Sincerely,

****** *******
Initial Complaint
Date:07/18/2025
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.
Nature of the complaint:I am filing a complaint regarding a travel package purchased through Expedia for June 2, 2025. The package included a direct flight, hotel accommodations, and a rental car. However, when we arrived at the airport, we were told the flight was not direct (contrary to what was booked).Due to this issue and a sudden medical emergency with our infant son, we canceled the trip and called the customer service number that appeared at the top of Googles search results for Expedia Customer Service.The person we spoke to claimed to be a representative of Expedia and asked us to pay $450 to process a refund. We paid it, trusting it was legitimate. We later found out this was a scam, and Expedia has since denied any responsibility and refused a refund.We lost $1,622 total $450 paid to the scammer and $1,172 from the original Expedia package that was never refunded.We have reported the fraud to the ************************ (***) and our bank (***) is currently investigating. We also reached out directly to Expedia, but they refused to assist.We are requesting a full refund of $1,622 or for Expedia to at least take partial responsibility given that their support contact is being impersonated and it affects customers searching for help online.We can provide screenshots, receipts, and formal reports upon request.
Business Response
Date: 07/21/2025
22nd July 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 package booking under the itinerary **************. We understand Ambar is requesting a full refund.
I am sorry to hear how they felt about the whole experience they had with us. I understand that throughout their journey, the experience is what counts, and we take such issues seriously.

According to our records, we were unable to locate any conversation wherein we charged their card in order to provide a full refund.

Please know that a refund of USD ****** of their flight booking has already been processed to the **** card ending with XXXX-6679. Also,upon receiving an approval from the hotel and car rental company, I have successfully processed a refund of USD ****** + USD ****** to the same **** card.
Furthermore, considering the hassle they had to face and as an exception, I have also processed the refund of their Insurance plan USD ***** to the same **** card and they can expect to see the amount reflect in their bank account within 7-10 business days. Hence, a full refund (USD *******) of their package reservation is done.

For any additional refund, I suggest them to get in touch with their financial institution and they will certainly help further.

If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
Sheetal
Global Traveler Resolutions Team
Initial Complaint
Date:07/18/2025
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.
I booked a flight and hotel package with Expedia (Itinerary #**************) and paid an Optima economy fare so that it could include benefits like choosing a seat, a carry-on on flight, and one checked baggage in cargo. The fight is scheduled with ***************** but is serviced through their partner, ***************. Unfortunately, upon checking in for my flight with Iberia, I found out that I needed to pay for checked baggage, as the Optima fare of one checked baggage (up to 23kg) was not relayed to them or their system. I spent one hour on virtual chat with Expedia trying to amend this problem. After communicating with three different agents over virtual chat, I was informed there must have been a system glitch and that all they could do was reimburse me for the checked baggage once I paid for it. I find this extremely inconvenient and unfair. Why do I have to pay for a service that I already paid Expedia for? The Optima fare is an extra expense that customers have the option to opt into if they wish to have certain flight services. I paid this extra fare for each of the two flight tickets under this reservation, and now I still have to invest time and money seeking a reimbursement for a service I paid for. I wish Expedia were able to rectify any system glitches, which I understand can occur, but in this case, their solution falls short. I am a long-time Expedia rewards member and have never had any issues like this. I am disappointed to say the least. I am also frustrated with their customer service; in my case, customer service was limited to agents outside the **** who have limited access and familiarity with the system.
Business Response
Date: 07/22/2025
July *******

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

RE: Expedia Case 15562038

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 filed by ******* De La **** ******** (BBB Case Number ********) regarding baggage issues related to her recent booking under itinerary number 7311320364026.

We regret the regret ******* experienced with this reservation. Please be assured that her feedback has been taken seriously, and we are taking the necessary steps to help prevent similar issues in the future.

Based on the receipts provided and reviewed by our frontline team, a refund of $70 has already been initiated for the outbound flight. A matching refund of $70 is also being processed for the return flight.The total refund amount of $140 will be credited back to the MasterCard ending in 0570, within 7 to 10 working days.

Additionally, as a gesture of goodwill for the hassle caused, we have credited Jessicas account with $50.00 in OneKeyCash. For more information about the OneKey program, including terms and policies, please visit: ************************************************

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,
Yash S
Global Traveler Resolutions Team
Initial Complaint
Date:07/18/2025
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.
Booked a hotel through Expedia. Paid in advance through Expedia. Hotel took credit card and charged me additional random values upon checkin. Never got rid of them, never said what they were for. Filed a dispute and was told via Expedia's website to contact hotel, who I have contacted over a dozen times without a single response. Tried reaching out to Expedia customer service but they make it impossible to get a hold of someone. Tried the chat help which took FOREVER and seemed to be nonsensical, non-human answers. Easier to file a complaint here. Sick of Expedia having so many issues and not helping.
Customer Answer
Date: 07/22/2025
Confirmation number144323860

Expedia itinerary73131610812411

This is a ridiculous attempt to avoid dealing with this issue, as I have already contacted Expedia 6 times regarding this charge and they know exactly what itinerary I'm talking about.
Business Response
Date: 07/25/2025
25 July 2025
Better Business Bureau

******, ****** & ***********************;
Complaint Department

RE: Expedia/ Case ID: ********

Dear Better Business Bureau,

Thank you for forwarding the consumer complaint received from Ms. ******** ***** (BBB case number ********). Thank you for reaching out regarding the additional charge of ***** USD associated with your hotel reservation under itinerary number **************. We are sorry for the hassle this may have caused.

Upon review, we found that Ms. ***** booked a stay at ******** from June 21 to June 26, 2025, with a total booking amount of ****** USD. The reservation was made via our website on June 7, 2025.

We contacted the hotel to investigate the ***** USD charge and were informed that their standard check-out time is 11:00 AM. While they typically allow check-outs until 11:30 AM without a fee, departures beyond that time incur a late check-out charge. According to the hotel, the guest checked out after 11:30 AM, and the fee was applied accordingly. Unfortunately, the hotel has stated that this fee is non-refundable.

Considering Ms. ****** continued loyalty, we have issued a refund of ***** USD as a gesture of goodwill. This amount will be credited to her original form of payment and should reflect within 7 to 10 business days.

We appreciate your understanding, and should you have any further questions, please dont hesitate to reach out.

Sincerely,
****** Buttan
Global Traveler Resolutions Team
Initial Complaint
Date:07/18/2025
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.
Dear [Expedia **************** / *** or Madam],Today we had a very frustrating experience with your service. For context, we always book our trips through Expedia and have rarely encountered issuesmainly because we typically dont need to make changes to our travel plans.However, a few hours ago, I booked a trip from *************** (FLL) to ****** for my daughter and me. Due to what appears to be a glitch in your system, the return date was set for July 22nd instead of the July 26th date I had selected.Initially, I wasnt too concerned, as Expedia states that bookings can be canceled within 24 hours free of charge. It had only been 30 minutes since I made the reservation. I first contacted Expedia to correct the error, and your team advised me to reach out directly to the airline. I did so, but the airline informed me that since the booking was made through Expedia, only Expedia could handle the change.When I contacted Expedia again, I was surprised and disappointed to be told that there was nothing that could be donethat the flight could neither be canceled nor changed. I was then left with no choice but to call the airline back and pay $250 out of pocket to modify the return flight.This situation has been extremely upsetting and inconvenient. I trusted Expedia to provide both a reliable booking platform and support in case of issues, especially those caused by your own system. I kindly request that you review this case and consider reimbursing the change fee I was forced to pay due to this error.I look forward to your prompt response and resolution.Sincerely,****** ****
Business Response
Date: 07/21/2025
July 21, 2025

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

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

Dear Better Business Bureau,

Thank you for taking the time to contact Expedia regarding a concern raised by our customer, Ms. ****** ****. We appreciate the Better Business Bureau (BBB) allowing us the opportunity to address the comments and concerns brought to our attention.

Expedia is responding to the consumer complaint regarding issues with a flight booking under itinerary 73177933911050.

We understand that Ms. **** is requesting a refund of $250, which was charged as a modification fee due to incorrect travel dates. Upon reviewing the case, we would like to confirm the following:

On July 18, 2025, Ms. **** booked a roundtrip flight from *************** to ****** for herself and her daughter. Shortly after booking, Ms. **** noticed that the return date was listed as July 22, instead of the intended July 26, 2025. Believing this to be a system error, Ms. **** contacted both Expedia and *************** to correct the issue.

Unfortunately, since this was a low-cost carrier (***************) booking, the ability to modify or cancel the reservation falls under the airlines policy, as also stated in the booking confirmation email sent to Ms. **** on July 18, 2025. While many airlines offer a 24-hour free cancellation policy, *************** only permits full refunds within 24 hours of booking if the travel date is at least seven days away, as detailed in their terms and conditions. In this case, the travel dates of July 2122 were only three days from the booking date and therefore did not qualify for a refund or waiver of change fees.

We understand this situation has been frustrating, particularly given the back-and-forth communication between Expedia and the airline. However, as the booking was completed with the selected dates and falls under *************** fare restrictions, we are unable to issue a refund for the $250 modification fee that Ms. **** paid directly to the airline.

We thank the BBB for allowing us the opportunity to address this matter. Should you have any further questions or require additional information, please do not hesitate to contact us.

Sincerely,
******
Global Travel Resolutions Team
Initial Complaint
Date:07/18/2025
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 made a reservation through Expedia for a July 6-9, 2025 stay at ********************* in *****, **. Unfortunately, I had to cancel plans. Per policy, cancelation penalty equals one night's stay plus tax. Prior to cancelation, I contacted resort to verify there was no other fee involved. As Expedia does not charge fee either, I was surprised when told $75 was to be deducted from my refund. The $75 fee on my reservation was for a cleaning fee, which was not being charged by the resort.After speaking with Expedia supervisor, ****, he insisted that after speaking with the resort, that they were charging this fee, but Resort told me NO, they were not charging a cleaning fee, as I did not stay there. I went back and forth with ****, asking who was receiving this fee, if neither charged a fee and he kept talking over me and repeating that I had to pay it, if I wanted to ********* this time, I was so fed up with his lack of explanation, I had to give in so that the reservation could be canceled. I did tell him that I would be contacting the BBB about this.I realize that $75 is not a lot of money to everyone, to me it is, but more importantly, who received this "FEE"? Is this a scam that Expedia is hoping no one catches on to?Please help me get my money back. Thank you.
Business Response
Date: 07/20/2025
20th July 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 with *********************. We understand ******** is requesting a refund of USD ***** fee.

Considering the hassle they had to face and as our valuable traveler, I have processed a refund of USD ***** to the Discover card ending with XXXX-6086. They can expect to see the amount reflect in their bank account within 7-10 business days.

If you have any further questions or concerns regarding this matter, please feel free to contact us.

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

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:07/18/2025
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.
On 07/05/2025 I made a reservation with Expedia for 4 nights at ***********************. Total amount was $342.66. I used $4.19 in One Key Cash and paid the balance on my credit card, $338.47. When I got to the hotel Expedia had only paid $183.97 of the bill. The total stay was $217.04. Even though I paid Expedia $338.47 for a $217.04 stay Expedia only paid $183.97. The hotel charged my credit card $67.85 + 4 nights of parking via 2 separate charges. I have the print out of the receipt from the hotel as well as my credit card bill showing I paid $67.85 (plus parking). I attempted to resolve this via chat with expedia, via phone call with expedia, via email. Expedia refuses to refund me.
Business Response
Date: 07/20/2025
July 20, 2025

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

Re: Expedia.com case # ********

Dear Better Business Bureau,

Thank you for taking the time to contact Expedia.com regarding an issue from our traveler. We appreciate the Better Business Bureau allowing us to address the comments and queries that have been brought to our attention.

Expedia.com is responding to the consumer complaint from Ms. ****** ***** (BBB case number ********) regarding a hotel booking. Our records indicate that Ms. ***** had a hotel booking with Quality Inn & Suites *****************************, for 4 nights starting from 5th Jul25, itinerary reference **************. Post stay he contacted the frontline team claiming that he already paid to Expedia but the property still charged him an additional amount as the payment wasnt complete. The agent checked with the property and was informed that they charged him for parking.

Upon receiving the complaint from BBB, we investigated the details and found that the state tax (local tax) was supposed to be paid by the traveler at the time of check-in, as mentioned in the booking confirmation email, but the property attempted to charge it on virtual card instead,resulting in the initial payment failure. Later, the hotel charged ****** USD through Expedia virtual card and the remaining amount of ***** USD from Ms. ****** card. We are sorry about Ms. ***** experience and have shared the feedback with the property. We have also processed the refund of ***** USD to the card ending with XXXX-2605, originally used to book the travel. The refund should reflect in her account within 7 to 10 business days.

Furthermore, we would like to inform Ms. ***** that the parking was chargeable as per hotel policy and the fees information was displayed on the website while making the booking. Hence the parking amount isnt refundable.

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

Regards,
******* ****
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 as they have emailed me they are refunding me the $67 charge. Please note I never at any point disputed the $43 parking charge. Not once. That wasn't even on my total bill. It's disappointing I had to send them so many emails that I was partially charged for the room when I showed them the bill and my statement. I sent multiple emails, calls, chats - I attempted to resolve at Great lengths and was made to feel like I am a scammed or liar. Thank you BBB for finally getting Expedia to listen and acknowledge I was partially charged for the room.

Sincerely,

****** *****
Initial Complaint
Date:07/18/2025
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.
This complaint is in regards to itinerary number ************** and **************. For **************, Ive reached out to Expedia several times requesting a refund for one day for my hotel stay at **************. Prior to my stay, I reached out to the hotel by phone and requested that my stay be changed from 7/12-7/17 to 7/12-7/16. The hotel accommodated my request and confirmed that my stay had been updated to be 7/12-7/16 and that I would only be charged for the new dates. It has been two weeks and Expedia still refuses to refund me the last day.Regarding **************, when I arrived at the *************** 3 hours later than expected due to weather delays, the rental car company ******** had closed. I was able to get in touch with them by phone, but they said they would not be able to provide me with a vehicle until the next day. I told them that I would need to cancel my service with them. They confirmed that they do not charge customers unless I picked up a vehicle. I reached out to Expedia requesting that Id be refunded for this as well. I expect a full refund for the rental car and for the one day less that I stayed regarding this itinerary number.For itinerary number **************, I am in disagreement with the way that Expedia advertised this as a hotel when it is actually a shared common space, with shared bathrooms and a shared living space. I have photos documenting the immediate description of Forma Suites and there is no mention that this is a common space with a shared bathroom. It is also mid-listed as a hotel. You have to click through the additional details and then you will see that it states all the way at the bottom that it is a shared bathroom and shared living space. I absolutely do not feel comfortable with sharing a space with strangers in another country so I canceled this stay and booked another stay at an actual hotel. Im requesting a full refund for this based on misleading/false advertising. Thanks you.
Business Response
Date: 07/23/2025
23 July 2025

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

RE: Expedia Case # 15443343

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 Mr. **** ****** (BBB case number ********) regarding the refund of the hotel and car rental reservation.

Our records indicate that Mr. ****** booked a package under itinerary #**************, which included flights, a hotel stay at ********************/*************** & Suites, and a car rental with SurPrice Car Rentals from July 13 to July 17, 2025. Also, a honeymoon stays under itinerary #************** at Forma Serviced Suites from July 16 to July 17, 2025

Following our investigation, it was confirmed that during the initial inquiry regarding the car rental refund, we promptly contacted the rental company. Were pleased to inform Mr. ****** that the rental provider has approved a full refund for the unused portion.

A refund of ****** USD has been processed and will be credited to *********************** ending in 8238 within 710 business days.

Regarding Mr. ****** stay at ********************/*************** & Suites, we have not received any response from the property concerning the request for a refund due to the early checkout. Therefore, we are unable to proceed with a refund for that portion at this time.

As for the one-night stay at Forma Serviced Suites, our records confirm that the listing mentions communal bathrooms under the "About this property" section. Based on this, we are unable to offer a refund for that reservation as well.

As a third-party intermediary, Expedia must adhere to the rules and restrictions set by the service provider.

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,
Dhamandeep S.
Global Traveler Resolutions Team
Customer Answer
Date: 07/24/2025

Complaint: 23618883

I am rejecting this response because:

Just because Expedia has terrible customer service and is incapable of calling ************ in ************* does not constitute a valid reason for no issuing a refund. Please see attached documentation showing that ************ has updated my stay to be checking out on 7/16 instead of 7/17. Furthermore a simple phone call between Expedia and ************ would resolve this issue. ************ has already confirmed with me that they are only charging me for the days I stayed there. Expedias justification for not issuing a refund is not acceptable.
Furthermore the Forma Suites are falsely advertised as a Hotel room. Communal bathrooms and living room are typical of a hostel not a hotel. Please see attached second image for what requirements constitute a hotel (I.e. private bathroom). Expedia and Forma Suites are falsely advertising this as a Hotel room which is clearly unacceptable. I do not accept Expedias justification for not issuing a refund regarding this either.
I would like Expedia to review these valid claims Im making here and assess whether or not they desire to do the right thing here and issue a refund based on incorrect advertising a poor attempts to contact the ************ in **************

Sincerely,

**** ******
Customer Answer
Date: 07/30/2025
*******,

Please see attached responses from Hilton to Expedia regarding my request to be refunded.

Thanks.
---------- Forwarded message ---------
From: HRI ************ <*******************************************>
Date: Thu, Jul 24, 2025 at 11:51 PM
Subject: Re: [External] Re: Urgent :- Waiver request from Expedia-3230386090 [ thread::CVkT6CCVKFKCcGapR0m9rDY:: ]
To: ******* ****** <****************************************>, ******************************************************************** <********************************************************************>, ********************** <**********************>

Hello,

Kindly refund the guest with the last night's rate. We responded to your emails multiple times and in all the responses, we approved the request.

Please see attached pdfs for your reference.

Thank you!

Kind Regards,

Mic ********
Revenue Coordinator | Revenue Department
*******************************************

********************/*************** & SUITES
d: *************** f: ***************
*********************************************************************************************
**********************
**********

This transmission is not a digital or electronic signature and cannot be used to form, document, or authenticate a contract. ****** and its affiliates accept no liability arising in connection with this transmission. Copyright 2018 Hilton Proprietary and Confidential.

________________________________________
From: ******* ****** <****************************************>
Sent: Thursday, July 24, 2025 11:27 PM
To: ******************************************************************** <********************************************************************>; HRI ************ <*******************************************>; ********************** <**********************>
Subject: Re: [External] Re: Urgent :- Waiver request from Expedia-3230386090 [ thread::CVkT6CCVKFKCcGapR0m9rDY:: ]

You don't often get email from ********************** Learn why this is important

Hello,

Please see attached receipt from ****** showing they updated my stay to be from 7/13 to 7/16. They also said I would only be charged for the dates I stayed there. Please proceed with issuing the refund for the last day.

Thanks!

**** Salois

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

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

RE: Expedia Case # 15443343

Dear Better Business Bureau,

Thank you for forwarding the consumer rebuttal, Mr. **** ****** (BBB case number 23618883).

We have reviewed the information provided by Ms. ****** to address his concerns.

Following our previous follow-ups with the hotel on July 19 and 20, 2025, we did not receive any response regarding the refund approval. However, based on the email shared by Mr. ******* a refund for one unused night in the amount of ****** USD was processed on July 27, 2025. This refund typically takes ******************************************************* 8238. A confirmation email regarding this refund was also sent to the registered email address.

Regarding the second hotel, while the property details do indicate communal bathrooms, a refund has been processed as a one-time exception. The amount of ****** USD has been processed, along with 8.80 USD in rewards used at the time of booking. These amount of ****** USD will also appear on the Mastercard ending in 8238 within 710 business days.

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,
Dhamandeep 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.
Unfortunately due to the disappointing and complete lack of customer service received to date and having to escalate this through this BBB claim, disputing the charges through my credit card company and writing an email that is included ************ and Expedia in order to get refunded, I will no longer be using Expedia for booking my future travel packages.

Sincerely,

**** ******

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