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

7,475 total complaints in the last 3 years.
2,884 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:09/08/2022
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.
My girlfriend and I booked a flight to go see her home town in *********** on 8/21/22. Later on , we heard that there were a few tropical storms coming through and we wanted to play it by ear to see what would happen. We then hear that there's a state of emergency and we didn't want to risk booking something we couldn't really get to do. Our boss worked with us to get these dates off together, we work together and it's very difficult to get time off together. So we wanted to plan something else and thought we could get our money back and just try and book something else, something that we could use the money for instead. Well american airlines won't refund us and they will only give us credit, and that credit can only be used on a flight. I don't know if I want to use this website again or if I may just stay away entirely.
Business Response
Date: 09/11/2022
September 12, 2022

Better Business Bureau
******, ****** & Western **********

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 ***************************************************** us time to address the comments and concerns brought to our attention.

Expedia is responding to the consumer complaint received from Mr. ***** (BBB case number ********) regarding flight itinerary 72360158224415.

According to our records, on August 03, 2022, Mr. ***** booked a flight for a total of $418.09. The flight was booked to depart on 21 Sep ******************************************************** to ********, **, ************* and return on September 25, 2022.

We understand that Mr. ***** has called ** for the cancellation of the flight booking for a refund.

Upon receiving this request, we checked the policy of the American airlines flight booked by the traveler, but the ticket is non-refundable and only future travel credit is allowed by the airline. The tickets of the traveler is having active flight booking and if he wish to cancel the flight for credit, the travelers credit is good to use before 03 August 2023 by the same traveler and for the American airlines.

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,

***** Rauthan
Global Customer Resolutions Team Tell us why here...
Customer Answer
Date: 09/12/2022

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:09/08/2022
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.
Purchased an international flight on Expedia back in July. The flight is for December. I purchased travel insurance through *** on this flight reservation, something I never do. My significant other, who I was also supposed to be traveling with, tragically passed away shortly after we purchased our tickets. I filed the claim and waited the ***** business days as they instructed (this took a total of 22 days as they don't work weekends). During that time, I called every day, but got no help. After making a complaint on ******* about ***, they reached out to me via email to ask for more supporting documents. The claim adjuster, ****************, is a made up name and the email address was a "noreply" type of email, so I couldn't email a real person, and the number on the email was the same general hotline number that isn't any real help. Nevertheless, I provided the requested documents the same day. That was 8/26. Today is 9/8 and still no word back! You can't reach an actual claim adjuster when you call, nor a person that can actually help! Only foreigners in other countries that just tell you to "wait/be patient for a few more days". I have called and emailed so many times, I've lost count. No one can truly help me. The death of my loved one plus the stress of this matter has caused me a mental breakdown. I simply want my money refunded for the flight so I can move on from both *** and Expedia. Would never use either business again nor would I recommend to anyone else.
Business Response
Date: 09/11/2022
September 12, 2022

Better Business Bureau
E.com - ******, ****** & Western **********
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 ***************************************************** us time to address the comments and concerns brought to our attention.

Expedia is responding to the consumer complaint from ***************************** // (BBB case number # ********)regarding refund of a flight booking.

Our records indicate that on 03rd Jul22 ************ made a flight booking for round trip travel from *******, **, ************* to *****,***** for travel dates 29th Dec22 and return on 11th Jan23 with American Airlines. Itinerary Number is **************. The total booking cost is USD859.19 inclusive of flight ticket cost of amount USD806.75 and travel protection plan of amount USD52.44.

We understand that ************ is looking for refund of the flight ticket because of demise of her travel companion. We also understand that ************ has filed claim with Travel Insurance Provider i.e., *** but not getting further response.

Upon receiving this complaint, we have investigated the matter and found that ************ has canceled this booking on 07th Aug22. As per airlines policy, ticket is non-refundable however future travel credit is available of amount USD806.75 which needs to be rebooked and travel needs to be completed by 26th Jul23. This travel credit is non-refundable and non-transferable and is applicable to same traveler, same airlines as per original booking. If new ticket cost is more than the future travel credit value, then that price difference needs to be collected from *************

Regarding Travel Insurance, please understand that Expedia does not own, operate, or otherwise administer the Travel Plan. Rather, AON which is a third-party vendor, is the insurance administrator of ***s Travel Guard Program. Expedia has no authority or ability to make any decisions regarding any claim under Travel Protection Plan.In case if ************ has filed a claim or have any inquiries under this policy,we will request her to contact AON directly at the contact details provided in the confirmation email or by phone at **************. ************ can also send email to ****************** , policy number is: 1248844550.

Alternatively, ************ can also request refund on airlines website by visiting the link https://prefunds.aa.com/refunds/ by submitting the supporting documents and mentioning the reason in the comments box. However, refund is always subject to approval by American Airlines. We cannot guarantee any refund.

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 Customer Resolutions Team
Initial Complaint
Date:09/08/2022
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 extremely disappointed with Expedia. We book four United economy flights, one step above basic economy so that we could change flights if needed and bring a carry-on without paying. On Expedia we were given 3 options. We intentional picked the middle option which was economy. Our confirmation from Expedia says Economy / Coach. When we received our tickets from United they were basic economy which means we could not make changes to our flight and we could not bring luggage of any kind without paying. We called Expedia and explained the problem. After talking with several different agents no one could help us. They said we could file a complaint and they would look into it. After a very long month and half and talking to so many different people we still only have basic economy seats and payed the economy price. Expedia was difficult to work with, was unresponsive and did not make it right in the end. Very disappointed!
Business Response
Date: 09/14/2022
Dear Better Business Bureau,

It has been my pleasure to assist with Case #********. Our findings and resolution to the case are listed below.

Findings:

We can confirm that this reservation was created on January 17, 2022 via our website for arrival on January 28, 2022 and departure on February 01, 2022. At the time of booking, the customer agreed to the following cancellation policy:

Non Refundable/Non Changeable

We understand that the customer is requesting a refund for the cost of the booking due to the tickets being basic economy tickets when they intended to book economy tickets because they wanted to bring a carry on with them. After significant review we were unable to recover any evidence of a site error effecting the itinerary.

Customer care has made numerous attempts to advocate on the customers behalf for a potential refund however United is maintaining the fare rules that were agreed upon at the time of booking. In this case, when the customer was booking on our website they were acting as their own travel agent and no site error was uncovered. Because we are bound and restricted to maintain the airlines terms and conditions of the tickets and they have ultimately denied to provide us with a refund waiver we cant proceed with a refund for this booking.

Conclusion/Resolution:

We would like to offer our apologies for any inconvenience this may have caused the customer.

Because we consider **************** to be a valued rewards member we have issued a one time good will gesture in the form of Expedia Customer Appreciation Points. **** rewards points have been added to the customers account and can be redeemed on their future bookings.

Thank you for bringing this matter to our attention and allowing us a chance for resolution.

Kind regards,

*******************;
Traveler Service Resolution Team

Customer Answer
Date: 09/14/2022

Complaint: 17937195

I am rejecting this response because: It looks like they are looking at the wrong trip because the dates are incorrect. The Itinerary # we are talking about is #**************. As you see below it clearly states Economy? This is cut and pasted from our email receipt from Expedia. When we received our tickets from United we received basic economy seats which is the problem. I booked with *********************** (*********************).

Roundtrip flight
****** (***) to Roatan (***)
United **** 5:18am ******, **, ************* (***-***********.) to *******, **, ************* (IAH-*************************************************)
Airline confirmation: AFNKKP (United)

Economy / Coach (N)
Sun, Oct 16, 5:18am - 8:42am
2h 24m flight duration
Layover: 1h 3m

United ************************************************************* (IAH-*************************************************) to Roatan, ******** (***-***************************************************.)
Terminal C

Economy / Coach (N)
Sun, Oct 16, 9:45am - 11:36am
2h 51m flight duration

Roatan (***) to ****** (***)
United **** 12:41pm Roatan, ******** (***-***************************************************.) to *******, **, ************* (IAH-*************************************************)
Airline confirmation: AFNKKP (United)

Economy / Coach (N)
Sat, Oct 22, 12:41pm - 4:29pm
2h 48m flight duration
Layover: 1h 40m

United **** 6:09pm *******, **, ************* (IAH-*************************************************) to ******, **, ************* (***-***********.)
Terminal C

Economy / Coach (N)
Sat, Oct 22, 6:09pm - 7:38pm
2h 29m flight duration

Sincerely,

***********************
Business Response
Date: 09/27/2022
Dear Better Business Bureau,

It has been my pleasure to assist with Case #********. Our findings and resolution to the case are listed below.

Findings:

We can confirm that this reservation was created on August 02, 2022 via our website for arrival on October 16, 2022 and departure October 22, 2022. At the time of booking, the customer agreed to the following cancellation policy:

Non Refundable/Non Changeable

We understand that the customer is requesting a refund for the cost of the booking due to the tickets being basic economy tickets when they intended to book economy tickets for the baggage and because they wanted to be able to change their flights.

We have done an intensive investigation regarding itinerary ************** per the customers rebuttal. In this case we were able to recover the recorded session of the original booking and can advise that the class of service was displayed during the booking process and prior to confirmation.

Customer care has made numerous attempts to advocate on the customers behalf for a potential refund however United is maintaining the fare rules that were agreed upon at the time of booking. In this case, when the customer was booking on our website they were acting as their own travel agent and no site error was uncovered. Because we are bound and restricted to maintain the airlines terms and conditions of the tickets and they have ultimately denied to provide us with a refund waiver we cant proceed with a refund for this booking.

Conclusion/Resolution:

We would like to offer our apologies for any inconvenience the customer may have experienced while trying to reach a resolution.

Regrettably, we were unable to uncover any new evidence that would allow to change the previously provided resolution.

Thank you for bringing this matter to our attention and allowing us a chance for resolution.

Kind regards,

****** N
Traveler Service Resolution Team
Initial Complaint
Date:09/08/2022
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 August 21st I booked a hotel reservation through Expedia in *******, *********. Upon checking into the hotel, I found it to have no working ice machines or many other amenities listed.Front desk allowed me to check out and assured me I would get a full refund through Expedia.On August 22nd I spoke with Expedia. They contacted the motel and both agreed I was owed a full refund.I was told by Expedia I would receive a refund within 7 to 10 days.As of now, almost 4 weeks later, I have yet to see a credit back to my account and you cannot speak to a live person at Expedia!This is extremely frustrating when they take your money instantly but have no remorse about taking as long as they want to refund you your money.All I want is the money back that is owed to me for not staying and canceling and I also had travel protection.
Business Response
Date: 09/09/2022
Dear Better Business Bureau,

It has been my pleasure to assist with Case #********. Our findings and resolution to the case are listed below.

Findings:

We can confirm that this reservation was created on August 18, 2022 via the mobile site for arrival on August 21, 2022 and departure on August 27, 2022. At the time of booking, the customer agreed to the following cancellation policy:

For the Hotel Portion: Cancellations or changes made after 4:00 PM local hotel time, Saturday, August 20, 2022 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.

For The Travel Protection: Non-Refundable 15 days after purchase

We understand that the customer is frustrated after making numerous attempts to obtain a refund for their hotel reservation and insurance. ******** care was able to obtain approval for a refund for a refund in the amount of ******USD. This refund was processed on September 09, 2022. Please allow 1-2 billing cycles for the funds to return to the account as it depends on the customers financial establishment and when the funds are released.

Conclusion/Resolution:

We would like to offer our apologies for any inconvenience this may have caused the customer.

As a refund has been issued, there is no further action required from our side.

Thank you for bringing this matter to our attention and allowing us a chance for resolution.

Kind regards,

****************
Global ******** Escalations Team

Customer Answer
Date: 09/09/2022

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:09/08/2022
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.
We ordered a hotel stay via expedia for a trip to ***** in the fall of 2020. Because of COVID, the country shut down all tourism and we asked for a refund. Expedia declined our refund but did give us a credit for use at that hotel in *****. The coupon expiration was extended from the end of ************************************* lockdown. The coupon is currently slated for expiration on 12/31/2022 but ***** is still closed for tourism except for group tours. We are unable and unwilling to schedule another tour for this fall because of the short time frame and also the fact that the country is still functionally closed to tourism for individual travelers. We would like a refund or an extension until the end of 2023 but Expedia has declined this request as of 9/8/21.
Business Response
Date: 09/13/2022
Dear Better Business Bureau,

It has been my pleasure to assist with Case #******** Our findings and resolution to the case are listed below.

Findings:

I can confirm that this reservation was created on December 07, 2019 via the Expedia.com website for arrival on October 12, 2020 and departure on October 16, 2020. At the time of booking, the customer agreed to the following cancellation policy:

The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.

The customer first inquired about cancellation on August 23, 2020, at which time we reached out to the property to request a waiver of the cancellation policy. We were unable to confirm a waiver for a refund but the property was willing to allow a travel credit for future use, which was issued on November 07, 2020

Conclusion/Resolution:

We regret and would like to apologize for the customer's inconvenience. We are bound to the decision of the property, whom have advised at this time that they are unable to authorize a refund for the booking in question. As a result we are regrettably unable to honor the customer's request for a refund or extension.

Thank you for bringing this matter to our attention and allowing us a chance for resolution.

Kind regards,

**************

Traveler Service Resolutions Team
Customer Answer
Date: 09/14/2022

Complaint: 17933506

I am rejecting this response because: I think its ridiculous to not make an exception for a WORLDWIDE PANDEMIC and Expedia has already acknowledged the need to do this by offering the coupon and extension in teh first place.
The problem with ***** is that it is STILL not fully open for tourism. There has been a very recent change allowing travel with tour groups or through a chaperoned tour agent. Essentially, the country has been closed to tourism for 2 years.
So, a little hard to drop everything at the last minute and plan a trip to ***** for this fall. I have a job and other responsibilities and need to plan such a big ******** months in advance, which was impossible under the circumstances of the past 2 years.

Sincerely,

*******************
Initial Complaint
Date:09/08/2022
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 reserved a car in Ireland from **** through Expedia, from 3 July 2022 until 27 July. On the evening of 2 July, hours before collecting the car, I received an email offer from Expedia for additional CDW coverage for $275, which I purchased using my AmEx card. (Itinerary **************). When I went to pick up the car at 9 a.m. the following morning, I was told that **** doesn't accept Expedia's third-party insurance. In order to collect the car and save my itinerary for the next 3 weeks, I was forced to purchase ****'s insurance for $837. That evening I contacted Expedia and was told that the insurance was nonrefundable after 8 a.m. that morning (ONE HOUR before pick-up time). After many phone calls and a side trip to a print shop and the **** counter at Knock Airport, I was able to use my ********** card coverage and **** released the funds for their insurance for all but three days, which is how long it took me to collect documentation and information. I opened a dispute with **** for the $275 charge, which was ultimately denied. After my return to the US on 1 September, I attempted a refund from Expedia via ******* and was told that because I had "used" their insurance for 3 days, the entire amount was nonrefundable. Despite my continued assertion that I never "used" the insurance because **** did not accept it, my request for a refund was refused. I believe that Expedia fraudulently markets this insurance in Ireland knowing that **** (and other agencies) will refuse it. An agent at Sixt, where I rented other cards, confirmed this. At just over $10/day, most people will write the charge off as ****** learned, but my rental period was long enough for me to feel that this is worth fighting. At the very least, Expedia should stop using this scam to collect extra money from unsuspecting tourists.
Business Response
Date: 09/09/2022
Dear Better Business Bureau,

It has been my pleasure to assist with Case #********. Our findings and resolution to the case are listed below.

Findings:

We can confirm that this reservation was created on July 02, 2022 via our website for arrival on July 03, 2022 and departure on July 27, 2022. At the time of booking, the customer agreed to the following cancellation policy:

Non-Refundable after 15 after purchase or before the trip has started

We understand that the customer is frustrated after making numerous attempts to obtain a refund for their unused insurance. ******** care was able to obtain approval for a refund in the amount of ******USD and have processed it on September 9, 2022. Pleas allow 1-2 billing cycles for the funds to return to the card as it depends on the customers financial establishment and when they release the funds

Conclusion/Resolution:

We would like to offer our apologies for any inconvenience this may have caused the customer.

As a refund has been issued, there is no further action required from our side.

Thank you for bringing this matter to our attention and allowing us a chance for resolution.

Kind regards,

****************
Global ******** Resolutions Team

Customer Answer
Date: 09/09/2022

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:09/08/2022
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 room on expedia (*********************** - ****, ****, *********) for my stay in December. The website says the reservation is cancelable. it says "Cancel your reservation before Dec 11 at 11:59pm, and you'll get a full refund. After that, you'll be charged for the first night of your stay plus taxes and fees. Times are based on the propertys local time." My confirmation number also said that I can cancel the reservation WITHOUT penalty until December 11 (I have screen shots). About an hour after making the reservation, I realized I made a mistake and tried to cancel the reservation and the expedia agent (****) says they will charge me penalty if I cancel. They said I have to wait for the hotel approval for them to refund me, even though the reservation says CANCELABLE until December 11. **** said he emailed the hotel, but I called the hotel while chatting with him online and the reservation person at the hotel said she didn't receive the email and I asked him to resend but he kept saying he sent it. He was not helpful at all. I felt tricked, because I purposely chose to booking a refundable reservation, only to find out that expedia tricked me and tried to steal money and charge me over $300 penalty even though it says everywhere on their website (for that particular hotel room) and on my email confirmation that I can cancel until December 11 for a FULL REFUND! I want my reservation canceled please and issue a full refund. Itinerary #**************.
Business Response
Date: 09/08/2022
Dear Better Business Bureau,

It has been my pleasure to assist with Case #********. Our findings and resolution to the case are listed below.

Findings:

I can confirm that this reservation was created on September 8, 2022 via Expedia.com website for arrival on December 18, 2022 and departure on December 26, 2022. At the time of booking, the customer agreed to the following cancellation policy:

Cancellations or changes made after 11:59 PM local hotel time, Sunday, December 11, 2022 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.

If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.

Customer care was able to obtain approval for a refund in the amount of $1039.93 USD. It may take up to two billing cycles before you see it on your statement.

Conclusion/Resolution:

We would like to offer our apologies for any inconvenience this may have caused the customer.

As a refund has been issued, there is no further action required from our side.

Thank you for bringing this matter to our attention and allowing us a chance for resolution.

Kind regards,

**************
Traveler Service Resolutions Team
Customer Answer
Date: 09/12/2022

Complaint: 17933116

I am rejecting this response because: Expedia only issued a refund of $1039.93 - I purchased Hotel Booking Protection Plus and the agent said that it will be refunded to me as well and I have not received it. Please issue that refund as well.

Sincerely,

Wulan ********
Business Response
Date: 09/22/2022
Dear Better Business Bureau,

It has been my pleasure to assist with Case #********. Our findings and resolution to the case are listed below.

Findings:

I can confirm that this reservation was created on September 8, 2022 via Expedia.com website for arrival on December 18, 2022 and departure on December 26, 2022. At the time of booking, the customer agreed to the following cancellation policy:

Cancellations or changes made after 11:59 PM local hotel time, Sunday, December 11, 2022 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.

If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.

Upon further review of the case, it was found that Traveler Care has already processed the refund for the travel insurance in the amount of $57.20 USD. It may take up to two billing cycles before you see it on your statement.

Conclusion/Resolution:

We would like to offer our apologies for any inconvenience this may have caused the customer.

As a refund has been issued, there is no further action required from our side.

Thank you for bringing this matter to our attention and allowing us a chance for resolution.

Kind regards,

**************
Traveler Service Resolutions Team
Initial Complaint
Date:09/08/2022
Type:Billing 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 room for two nights and was not available when i showed up on day 2. The owner cancelled reservation and resold, yet charged expedia for the reservation. Expedia will not refund me the money without the hotel refunding them. I had to get a different room at Motel 6 due to not having a choice.
Business Response
Date: 09/08/2022
Dear Better Business Bureau,

It has been my pleasure to assist with Case #********. Our
findings and resolution to the case are listed below.
Findings:

Upon receiving the case, our records indicate that there is some information that is missing from the customer in regards to their booking, therefore we cannot proceed without the following information:

Please have the customer provide the itinerary number for the booking to which they are referring to in their complaint. Please also include what company the booking was done with and the date of the booking.

Conclusion/Resolution:

We would like to offer our apologies for any inconvenience
this may have caused the customer.

Thank you for bringing this matter to our attention and
allowing us a chance for resolution.

Kind regards,

**************
Traveler Service Resolutions Team
Customer Answer
Date: 09/09/2022

Complaint: 17933106

I am rejecting this response because:

Sincerely,

Itinerary #**************

***********************************
Business Response
Date: 09/14/2022
Dear Better Business Bureau,

It has been my pleasure to assist with Case #********. Our findings and resolution to the case are listed below.

Findings:

I can confirm that this reservation was created on March 22, 2022 via Expedia.com Mobile Site for arrival on April 29, 2022 and departure on May 1, 2022. At the time of booking, the customer agreed to the following cancellation policy:

Cancellations or changes made after 1:00 AM local hotel time, Tuesday, April 26, 2022 are subject to a hotel fee equal to 68% of the total amount paid for the reservation.

Cancellations or changes made after 12:00 PM local hotel time, Thursday, April 28, 2022 are subject to a hotel fee equal to 100% of the total amount paid for the reservation.

If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.

Our records indicate that the customer didn't show up to ****************** until the second day of the reservation, April 30, 2022. Since the customer didn't check-in on April 29, 2022 which was the first day of the reservation, the hotel had listed the customer as a no show and subsequently canceled the reservation.

Customer Care did reach out to ****************** to advocate on behalf of the customer to request a refund, but ****************** is upholding their no show policy and did not approve a refund.

Conclusion/Resolution:

We would like to offer our apologies for any inconvenience this may have caused the customer.

Unfortunately,we were not able to obtain approval for a refund from ******************. As the hotel has declined to offer a penalty waiver we cant proceed with a refund for this booking.

Thank you for bringing this matter to our attention and allowing us a chance for resolution.

Kind regards,

**************
Traveler Service Resolutions Team
Initial Complaint
Date:09/08/2022
Type:Order 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 am in the midst of moving from ********** to *********. I booked a hotel room at InTown Suites (located at: ********************************************** *****) through Expedia. The hotel has a ***** and gnat problem. I had no awareness until it was after checking in, as the advertisement mentioned recently remodeled rooms. I couldnt sleep etc. No one should have to pay to live in such conditions. The conditions are a health hazard.
Business Response
Date: 09/08/2022
Dear Better Business Bureau,

It has been my pleasure to assist with Case #********. Our findings and resolution to the case are listed below.

Findings:

We can confirm that this reservation was created on September 06, 2022 via our Mobile Site for arrival on September 06, 2022 and departure on September 17, 2022. At the time of booking, the customer agreed to the following cancellation policy:

Cancellations or changes made after 6:00 PM local hotel time, Sunday, September 4, 2022 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.

Customer care has reached out to the vendor numerous times to negotiate a potential refund for the customer however they have ultimately maintained the cancelation policy that was agreed to at the time of booking. We understand how upsetting and frustrating this situation has been for the customer and in a gesture of goodwill we have issued ****** Expedia Customer Appreciation Points to the account on which the reservation was booked.

Since this reservation is a pay later (sometimes known as a pay at the hotel) to move forward with our investigations we will need additional documentation proving the charge for the stay was indeed collected. This can be provided in the form of a receipt the customer received at check out or we can also accept a screen shot of the customers billing statement showing the charge from the hotel.

Conclusion/Resolution:

We would like to offer our apologies for any inconvenience this may have caused the customer.

Unfortunately, we were not able to obtain approval for a refund from the property. As the hotel has declined to offer a penalty waiver we cant proceed with a refund for this booking. Please provide the additional documentation requested so that we may further assist with this matter.

Thank you for bringing this matter to our attention and allowing us a chance for resolution.

Kind regards,

****************
Global Customer Resolutions Team
Customer Answer
Date: 09/08/2022

Complaint: 17933097

I am rejecting this response because: Attached is my proof of payment. This hotel is operating in a manner that is harmful to myself and others. I had to sleep in my car, the ***** problem was so bad!

Sincerely,

*******************************
Business Response
Date: 09/14/2022
Dear Better Business Bureau,

It has been my pleasure to assist with Case #********. Our findings and resolution to the case are listed below.

Findings:

We can confirm that this reservation was created on September 06, 2022 via our Mobile Site for arrival on September 06, 2022 and departure on September 17, 2022. At the time of booking, the customer agreed to the following cancellation policy:

Cancellations or changes made after 6:00 PM local hotel time, Sunday, September 4, 2022 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.

We have received the requested documentation proving the hotel charged for the reservation and appreciate the customers cooperation with us while we investigate this claim further.

Great news! ******** care has processed a refund in the amount of ******USD to the customers original form of payment. Please allow 1-2 billing cycles for the funds to return to the card as it depends on the customers financial institution and when they release the funds.

We would like to offer our apologies for any inconvenience and frustration this may have caused the customer.

As a refund has been issued, there is no further action required from our side.

Thank you for bringing this matter to our attention and allowing us a chance for resolution.

Kind regards,

****************
Traveler Service Resolution Team
Initial Complaint
Date:09/08/2022
Type:Sales and Advertising 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 am in complete disgust with Expedia! I called to make reservations for a credit I have had with them for over 2 years now. When they gave m a price, it was triple than what their site displayed. I asked the representative and of course I don't get a real answer. I spoke to 3 different people in a matter of 4 hours! a complete waist of time! they put you on hold forever and do not refresh a customer holding listing to dead air! they also do not show any empathy for that! they take forever to find prices and then my credit was incorrect. I was given so much wrong information where I had to contact Expedia and American airline back and forth.
Business Response
Date: 09/08/2022
Dear Better Business Bureau,

It has been my pleasure to assist with Case # ********. Our findings and resolution to the case are listed below.

Findings:

We can confirm that this reservation was created on May 25, 2020 via Expedia Website for a Merchant Domestic Round Trip Flight with American Airlines and pay now hotel stay with ************************************ for travel on May 27, 2020 through May 28, 2020 for two travelers.
The customer did pay the full cost of the reservation to Expedia at the time the booking was made for the American Airlines flight of $435.08 USD and $84.22 USD for the hotel. Total cost of the booking was $519.30 USD.
The hotel was already refunded for $84.22 USD on May 26, 2020 by Expedia to the customers original payment.
As this flight is the only concern of this complaint it is only being discussed in this complaint.
At the time of booking, the customer agreed to ******************** terms and conditions and to the following American Airlines policies:
American Airlines: Nonrefundable to cancel/Able to be changed plus applicable fee plus fare difference per traveler.
Upon receiving the complaint a complete review of the flight, and overall account were completed.

Conclusion/Resolution:

We would like to offer our apologies for any inconvenience this may have caused the customer.
The customer is requesting a full refund for the American Airlines Flight due to stating the price paid to change the ticket was a lot higher than Expedia website displayed.
We contacted American Airlines and requested a refund on behalf of the customer.Unfortunately, American Airlines denied our request to the above policies.
The good news is American Airlines did offer each traveler a future travel credit due to the ***** pandemic. Per our records both travelers have used their credits on February 08, 2022 and on September 08, 2022.
American Airlines is in charge of the pricing for available flights and prices fluctuate due to a live inventory. Expedia has to abide by American Airlines pricing and as such prices are dynamic and not guaranteed until ticketed.
While we know that this may not be the desired outcome wanted by the customer, we sincerely apologize.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Kind regards,
*********************************
Traveler Service Resolutions Team
Expedia

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