I recently booked a room using the Expedia.com reservation system. When I got to my destination hotel, they could not find my reservation. I called Ex and they said that they had faxed the information to the hotel. The hotel could not find the fax. On a 3 way call the manager of the hotel spoke with the Ex rep and they talked for approx 10 minutes to finally get things situated, she didn’t know I was on the phone. The Ex reservationist had told me the hotel was sold out but had 2 more rooms when I booked. The hotel manager told me the hotel was nearly empty and I could have just walked in off the street and rented a room easily. I also found out that they charged me $30.00 per night more than I could have gotten the room for on my own.
My complaint is Expedia sucks major A$$. They even yelled at me when I spoke to CS after I got back home saying they offered a service and I shouldn’t complain about paying for the service I received. I hope my $60.00 is embezzled and the company will be belly up soon. Karma.
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Welcome to the victims of EXPEDIA’s club (Click on my name/URL to read how they tried to scam me 1254.95 U$D and failed…..miserably).
JOhn on July 8th, 2008 at 7:37 am | Link
I use Expedia to find prices. Then I book directly thru the hotel. It’s the same price 99% of the time.
I stopped using Expedia for this very reason. They kept overcharging me for rooms I found I could get like generalzod said on my own. Fun to use their website and research for free then get a deal without using (paying) them for it….
Lynette on July 15th, 2008 at 4:55 pm | Link
Not only do they scam us for hotels but flights and rental cars. Their biggest scam is offering cancellation insurance then telling the customer it will take 30 days to receive a credit to their credit card. Funny, Expedia didn’t wait 30 days to charge and receive their money on our credit card but they want us to wait 30 extra days to get a credit. It’s just wrong and they lost our business including my companies business forever. Good to hear others are getting the middle finger from Expedia so I don’t feel so alone.
LB Long on December 26th, 2008 at 9:14 pm | Link
you do know that the hotel can just easily change their rates, right? you mentioned that the hotel manager said that they were nearly empty. that’s probably the reason why they lowered their rates — to get more people to book with them. i’m sorry if you got an incompetent agent - you could have dialed again and gotten a diff agent or you could have asked for a supervisor.
meredith on May 20th, 2009 at 10:53 am | Link
Meredith,
Again Expedia was in control of hiring, training and supervising those in positions requiring thoughtful and efficient customer service. In my businesses we take responsibility when we make mistakes. Here, Expedia refuses to take responsibility. The customer shouldn’t have to keep calling back until someone does the right thing for that customer.
I do agree with asking for a supervisor who may have done more so that point is well taken except now the customer has wasted more time on an issue that was all Expedia’s fault.
The point is Expedia was supposed to be doing what it promised which was book the reservation that was paid for and the customer gets what was bargained for. No more time investment on the customer’s part. But, Expedia caused a great deal of time to be expended sorting out the mess they caused then kept a $30 per night bonus. All this goes against professional customer service and probably cost Expedia a lot more money in the long run. And yet another customer. It’s easy to lose customers but hard to get them to do business with you. Last, I’ll give you this old saying, “You can take a man’s money, he can make more money, but when you take his time, you take a part of his life.” That’s the true cost to this customer and everyone else who has to wade through the Expedia trouble-shooting gauntlet.
LB Long on May 20th, 2009 at 12:14 pm | Link
No where on the expedia site does it say that they are a “non-profit” company. They work with the hotels to book multiple rooms. If the hotel “manager” or clerk adjusts the pricing on any given day it can end up lower that what you pay anywhere.
The issue is that Expedia gets a bad rap on things involved with the travel industry, based on the fact that most people do not read or understand what they are actually buying..
Good saying is ” BUYER BEWARE”
jeremy on May 23rd, 2009 at 12:11 am | Link
Caveat Emptor meaning Let the Buyer Beware. You got that part right. The buyer has to beware of Expedia and those trained by Expedia to handle issues on the part of Expedia. The bottom line is, that taking care of customer satisfaction is key to repeat business. The profit motive is undisputed. But to maintain profit requires positive customer service. So, what’s it worth for a company to keep a customer? Again, it’s easy to lose customers but much more difficult to acquire and retain them. As of this writing Expedia’s stocks have dropped over 15%. Maybe that percentage of disgruntled customers who got nickel-and-dimed would be welcome now? Expedia still makes a lot of money for it’s execs and shareholders but who knows what will shake out of all this.
LB Long on May 23rd, 2009 at 11:54 am | Link
My name is Martha E Delgado; I just became a member of expedia but unfortunately had my first bad experience. I and my family took a trip to Puerto Rico, the planes were ok but the booking with the hotel was very wrong. When I started looking for hotels I decided I was going to book with your service and saw the different options, so I call to ask about the Hilton Suits the girl I talk to told me it was a two bedroom suit, we even spoke about being double beds on both because I ask her if it could be two beds on one room and one bed on the other room and she said that both rooms had to have the same kind of beds, that was four beds, two and two. This worked out perfectly for us because we are a family of five so I book with her. We got to the Hilton and our surprise was the suit was a one bedroom suite with only two beds and a sofa at the entrance of the suite. That wasn’t what I was told and it wasn’t what I booked nor what I needed, I spoke to the manager but this was what expedia book for me, he told me to talk to you and try to work something out so we could be change to a two bedroom suit. The lady to whom I spoke after speaking to an agent was not at all help and was very rout, the only answer was if we didn’t want it we could look some where else, it was 11 pm and this was already paid for, the hotel manager told us that we could paid the difference but that was double the price we already paid, our stay was for 10 night and 11 days, that would be much more that what I planed with time when I book for this vacation.
We had no odder choice but to stay in that small for us suit because it was our first time in Puerto Rico and had already a budget to spend on our vacation. I just became a member of expedia thinking that this was a serious company and that your agents now what they are doing, but with this bad experience I can not have confidence in expedia . I and my family travel every year, is a family vacation every summer and I planed every year in advance, this is the first time I did it thru you and it turn out to be the worst.
martha on August 25th, 2009 at 4:51 pm | Link
More of the same I guess.
Expedia is supposed to be competitive and yet I’ve just paid $747 for a flight that I’ve just seen on Zuji for $450 (same plane, same time.) If it had been only something like $50 dollars difference then I would have shrugged my shoulders, caveat emptor and all that, and moved on.
As it is, the difference is a rip off to all of those using Expedia.com. I tried to complain the day after getting confirmation and they tried to invoke small print that said I hadn’t complained in time. I phoned them and they tried to fob me off with an Expedia voucher. I refused and told them I wished my complaint to go higher.
My emails requesting a report status on my complaint are now just ignored. So I am making sure everyone knows about it.
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expedia is the best!
I am an elite plus customer and everybody there is just nice!
I mean al the agents really know how to deal with angry customer as you!
I love expedia!
That is the best travel agency in the world!=)
casey on May 2nd, 2010 at 8:22 pm | Link
Worst Customer Care. A cheating company which refuses cancellation charges even for valid medical reasons.
User on June 9th, 2010 at 7:41 pm | Link