Expedia
Reviews and Complaints

My family and I have used Expedia to book all our vacations for many years and we have not had any issues until this recent trip. My wife, our 2 kids and I recently booked a 7-night stay at La Quinta Inn and Suites in Virginia Beach (Itinerary # [protected]). There were numerous listings in Virginia Beach on Expedia. The reasons we chose La Quinta were based on the price and amenity information listed on the Expedia website. Expedia listed this particular La Quinta as having on-site laundry, housekeeping services, indoor pool and fitness room. My family and I intended to make use of all of these amenities. Upon arrival to Virginia Beach, we check into La Quinta, as per our Expedia reservation. It was late in the evening and we all headed to our room. When we entered the room, there was a green sheet of paper on the desk with guest information. This paper indicated that there were no on-site laundry services and no housekeeping services. After calling the front desk to inquire about this, we were also notified that the hotel was undergoing some construction and remodeling and that there was also no indoor pool or fitness room available for guests. It was late at night, so we got settled in our room and figured we would look into the situation further in the morning. Upon further review, we noticed a stain on the floor leading to the bathroom and another stain on the lower hinge of the bathroom door. We were not sure what these stains were, but after less than an hour, we were sure that we would not be spending a week at this La Quinta. We promptly checked out in the morning and booked another hotel (through Expedia) for the remainder of our 7-night stay. Once we were settled into our new hotel room, I contacted Expedia and spent several hours of telephone discussions and online chatting dealing with Expedia representatives to obtain a refund on the original trip that we booked at La Quinta. I spoke with several people and was given various/inconsistent answers regarding my refund request. One Expedia representative attempted to negotiate a refund with La Quinta while I stayed on hold. He was able to negotiate a partial refund, but he stated that there was not a hotel manager on-site at the time and that was all he could do at that time. I stated that I would call Expedia back in the morning. The next morning, I attempted to call Expedia, but there was a significant hold time, so I enter the online chat on their website. An Expedia representative told me (via online chat) that there was nothing more Expedia could refund me and that if I wanted a full refund I would need to contact La Quinta directly. I thanked the representative and immediately called La Quinta. The La Quinta manager was able to find my family’s booking and said that they had already refunded as much money as they could and that since I had booked through Expedia, I needed to contact Expedia directly. I thanked her and immediately contacted Expedia. I was told by Expedia representative Jennifer that Expedia had done as much as the could and that it was up to La Quinta to make things right and that if I wasn’t satisfied I could dispute the charges with my credit card company. Basically, Expedia and La Quinta are blaming each other for this situation and my family and I are out $760.69 for a one night stay at a dirty, misrepresented room. As a long time Expedia user, I am calling for Expedia to stand behind their customers and make this right. We are not spending $760.69 for a one night stay at ANY hotel, let alone a sloppy, rundown La Quinta. Please resolve this issue and refund us in the full amount. Thank you.

I hav made numerous calls, and I was told I could have a refund as well as gift the flight which was orignally supposed to be round trip and they changed it to ONE way. It's $509 for the orignal round trip, and I have no need to go to Ohio nor any need for a one way to any destination. I simply want the refund promised from a previous phone conversation as Expedia connot be trusted nor do they follow through. They are trying to scam me into paying more to avoid simply giving me my refund. The reality is what will happen that too will fall through leading to more money wasted needed to be refunded. So, Expedia, do the RIGHT THING: REFUND THE $509.40 TO MY CARD INSTEAD OF ATTEMPING TO FORCE ME INTO A FLIGHT I DO NOT NEED OR WANT.

INTINERARY # [protected] TO HEATHER M. MINTON AT 28106 LAYTON RD LAUREL DE 19956

I take one vacation a year in September as an anniversary gift to my fiancé. This year was Las Vegas. I booked a flight, hotel, and rental car for 5 days all at once in February.

September comes we get on the plane no problem, get to the car pick up place at midnight when the plane landed and they tell me they don't have any cars. No cars? How can that be? I booked my car 8 MONTHS in advance. All they could say was "it's a busy weekend" "come back tomorrow". Excuse me. It's midnight and we are in a place we've never been before with no car that we need for 5 days. I walked to a different car rental place in the same building(in hopes i could get one from somewhere else) but they also said they had no cars. So we got a taxi to the hotel. Check in to the hotel, no problem. So my reservation made 8 MONTHS in advance was easily honored by the airline and hotel somehow the car is not? We wake up the next morning at 5:30am and call the place the car was supposed to be at. All they can tell us is that they have no cars and that they can't do anything because i booked through a 3rd party so i would have to call them. So we call Expedia because that's who i booked through. How or why the car place has no responsibility for the fact that they personally did not have a car for me makes no sense. To me if i reserve a car it should be in the lot off limits until i pick it up, otherwise what's the point of reserving one? Also if i didn't get it who did? Someone who booked it a week ago? A month ago? Someone who just walked up? A reservation made 8 MONTHS in advance should be priority if you ask me. Oh not to mention i NEVER received any kind of email or text about there not being any cars. The flight emailed me and texed me days before. The hotel emailed me days before. The restaurant i had reservations to emailed me, but no heads up at all for the car.

Ok so we call Expedia tell them the issue. It's a bunch of I'm sorry we can refund you. Well a refund is all good and well except for the fact that i still need a car for 5 days. We were supposed to drive to the grand canyon our first day and the hoover dam the second. We had a concert to go to the third day and dinner reservations for the fouth. The fifth day we were to use the car around town after checking out of the hotel at 11am until our flight at 9pm. Okay so im talking to the Expedia guy and i tell him i need a car regardless. Low and behold he says he found me a car. No way! He says it's close by and i can get it that day. So he asks if i want a refund again. I said "you can give me the refund as long as you promise once i get to the car place they have one" he said "yes ma'am they do" i said "ok". He sends me a conformation, we get a Lyft ride to the car place, walk in, show our reservation, and that guy says they don't have any cars. What? The Expedia guy just told me you had a car and reserved it. Nope not the case. This guy proceeded to tell me that Expedia keeps making reservations for cars they don't have. By the time our conversation was over this car place had 58 reservations all from Expedia with no cars to give out. How? How does a company get to tell people 8 MONTHS ago they'll have a car when they won't? How can a company keep booking cars for people when there are no cars? Don't they have the insight? Isn't that way we use them, so they find a car and make sure it's there? So we left there by another Lyft back to the hotel. Did i get a refund? Yes. Did we get to do what we had planned to do for 8 MONTHS? NO! No grand canyon no hoover damn. We are not rich. I save all year for one trip. We won't be able to go back and see these things. On top of that we walked everywhere we went or got lyfts. So i spent a bunch of money on rides i wasn't prepared to pay for and we walked miles and miles almost every day. Just imagine if our hotel wasn't 5-10 min rides to everything. Just imagine if we were older and couldn't walk. What if we weren't in decent shape and couldn't walk? What if we had kids and had to have them walk everywhere? We never would've made it. We walked to and from the strip one day. We walked to and from the concert. We walked to and from the strip another day and back the night of the dinner. Then on the last day when we checked out at 11am because we didn't have a car we walked to and from the strip again and sat in the hotel lobby for hours until we got another Lyft to the airport.

Some will say "atleast you got a refund" and i agree i am happy i got a refund, but duh! I never got a car so i should get a refund. But the refund didn't do anything for our trip. The issue is the fact that I made the reservation for the car almost a year in advance and it wasn't there. The issue is no one did anything in the moment to help me. I was left in a place i don't know to just figure it out and when i took the initiative to do so Expedia lied to me again by saying they got me a car when they didn't. The issue is that Expedia was allowed to give reserved cars away and leave people high and dry (there were about 10 people waiting for taxi's the night i went to pick my car up) all of which were told the same thing. The issue is Expedia was allowed to keep booking cars to different car agencies when there were no cars. What about the 58 people the 2nd car place had to tell after me that were told there weren't any cars? How is this possible and why is it okay? At the end of the day a reservation is a reservation.

Do you make a reservation at a restaurant and when you get there your table has been given to someone else? No. Do you make a reservation at a hotel and when you get there someone else has your room? No. Do you reserve a cabana at an amusement park or a picnic bench at a park and when you get there they're all taken? No. It's as simple as that and that's the moral of the story/situation. I made a reservation 8 MONTHS in advance and everything was available except the car. I can't tell Expedia what to do but i know anyone that works there wouldn't want that to happen to them and a refund doesn't suffice for the experiences we missed out on because they didn't fulfill their duty and do their job by providing a car that was paid for and reserved well in advance.

This is about my budget car reservation on Sept 21 In Frankfurt.

It was confined by Expedia AND then I checked in online a few days before at Budget and it was confirmed to by them. I have their email still.

When I arrived at the car rental place after spending €33 on a cab car was not available ie re-leased to another person. Plus another €35 to drive back to FRA airport to book another car now more than TWICE AS EXPENSIVE.

To whom it may concern.

My account is [protected]@yahoo.com.

I write in reference to my booking at Rowhill Grange Hotel & Utopia Spa booked between 20 – 22 Sep. 22. Confirmation: MD29912524

Expedia itinerary: [protected]. I am seeking for the refund of the cancellation fees unjustly taken from my account. Instead of circa £148 that I should have been charged, I have been charged £364.80. I am therefore asking that, in the minimum, the excess charge should be immediately refunded.

I will also like to draw your attention to the chat I had with both your virtual assistant and your in-person agents over this same period. Finally, I will like to reference a returned phone call from your agent to me on Wednesday,, 21st September, 2022 at 11:49am GMT. These will give a full picture of the events that has transpired on this matter.

The Background

On 20th September, via the online chat, I started the process of cancellation of the reservation, having found the hotel to have being sub standard and not meeting required standard.

In my interaction with your online virtual assistant, I advised that I wanted to cancel the reservation and was advised of a charge of £148.50. Thereafter, I was given three options of which I selected the contact agent option and immediately advised the agent, Michelle, of the request to proceed with the cancellation.

Without personally requesting waiver or even referencing one, Michelle advised that she would contact the hotel to try and waive the charge of £148.50. She was unable to conclude the process as she couldn't reach the hotel. She advised that she had escalated and all I had to do was to hold on and await feedback from Expedia. At this time, my expectation was that I would either get full waiver or get charged circa £148.50 since the request for cancellation was already submitted and was being processed.

To my surprise, the following day, I noticed a full charge of £364.80 on my account. I immediately sought to contact Expedia, believing this was a mistake. On reaching out to Expedia, I was advised by all the agents I spoke to that I had to be charged such because I cancelled. All my explanation on the sequence of events and how it's unreasonable to have being charged double what i would have being charged in the first place seemed to mean nothing to the agents I spoke to. I am not even sure they understand the significance of this matter.

I pointed out to them that at the time of cancellation, the advised cancellation charge was £148.50 and not £364.50 and that it was the agent that offered to seek to waive the cancellation fee. I explained that I do not understand how I am being penalized for a cancellation process I initiated on time but which was delayed by Expedia.

While Michelle had the best intention which I fully respect and appreciate, I do not understand why we are here where I am being charged full fee when I should only have being charged the day rate.

I am therefore escalating this for a quick resolutions.

Resolution.

I will therefore like a full investigation on this matter as I am sure it will be discovered that had Michelle proceeded to cancel at the time of my request, the only charge I would have had to pay was £148.50. I therefore do not understand why I am being double charge for something that was out of my control.

I look forward to expedited investigation and resolution.

Please feel free to call me if you require further information.

Many thanks.

Ade

We purchase a vacation package to Puerto Rico on 09/07/22 total amount of $1,421.96. Which try to get our money back because of the Hurricane Fiona, which is natural disaster, the island was closed. We couldnt get anyone to refund us the monies no one would help us to resolve this matter. Expedia play games, stating that will get back to us keep hanging up and saying that we need to get confirmation from the airlines and hotels. Yet when try to do that hotal and Airline state they didn't received any payment for this at all. All we want is out money back that we paid upfront which is the $1,421.96. We did not plan on natural cathasthropy, why shoud go a place where we will endangerour our lives. I need your help with this, thank you.

Hello,

I went to Greece this summer with my family. We were six (6) individuals. At the time that I booked my son's return flight, from Paros, GR to Athens, GR and there were no seats available with the rest of us, so I booked him on a later flight.

Alas, we found out there was space on the same flight as the rest of us, so I canceled the flight and rebooked him to join us. My refund/credit is still pending and I have no idea how to proceed. I called Expedia this summer and they said they would honor strictly a credit which I was fine with.

Here I am today ready to book my next flight, and no credit. Today I called again and they washed their hands in saying, it's with the 2nd party being an agent called Travelfusion. They too washed their hands and say it falls with Expedia.

Expedia also told me to deal with Aegean Airline but I DO NOT WANT A CREDIT WITH AEGEAN AIRLINE. I want my credit with Expedia as they are the source I used and continue to use regularly.

My son's flight reference was: with Expedia was: [protected] under the name Thomas Plamondon. The Aegean agent cancelled the Athens to Paros flight (on June 15th 2022) under the reservation 4J7K6D. (since Thomas was flying with the TB7UR9 reservation code with Hahn Air Systems.

Kindly look into this matter.

Frustrated,

Francois Plamondon

I am a gold member of Hotels.Com and I travel frequently. I have been booking through Hotels.com for over 10 years and never had any issues at all. On September 7, 2022, I arrived at the Hyatt Place Corpus Christi at 6:00 PM and was told by a man at the front desk he did not have a reservation for me. I presented him with my reservation number [protected]) and he said it was not in the system and I should return in an hour. I returned at 7:00 PM and he said he still had no reservation for me and I should go to dinner. I returned with my wife at 10:00 pm by this point we are upset and demanding some sort of explanation. He told us it seemed as if we were drinking and if we did not leave he would call the cops. I left and got another room somewhere else. When I called Hotels.Com to get a refund and an explanation they called the manager of the hotel who told them I never showed up and never called to cancel so they would not issue a refund. This is not true and I feel as though someone is being dishonest about the whole situation. I feel I am owed an apology and my money back at the very least. If I do not hear back from you I will seek legal action against Expedia and Hyatt.

Tim Bentley, [protected]@pyramidatx.com, [protected]

I booked rooms for a conference in Vegas. I thought I was booking Tahiti Village Resort, I booked Tahiti Resort, Realized right away within minutes. The hotel will not allow a cancellation. I am sure they know people miss book because of the name. Hotels.com should help me get this cancelled.

I wont be booking with Hotels.com anymore and I will dispute the charges and explain what happened to my credit card company.

I am a retired senior, who is traveling from Ontario to BC to visit my son, with my small pet dog. I utilised the Expedia app to find a hotel in Winnipeg, Manitoba that did not seem to exclude pets (I did not see it in the fine print). When I arrived at 12:30 am on Sept 13, after driving all day, I was told that I would have to leave my dog in the car overnight, or forfeit my payment for the room. This hotel is in an undesirable part of town, with a loud bar, and I would not leave my dog alone in that environment. The desk clerk told me that I could only obtain a refund via Expedia, as that was how I booked the room. The hotel is Grand Royal Legacy, 44 McPhillips St, Winnipeg, MB R3E 2J6, [protected]

I made a reservation for the night of 15 September at the best Western in Leland North Carolina my name is Alan Coomber, I have contacted the hotel to cancel my reservation but they tell me they can’t do it because it was booked through Expedia Expedia can’t help me because I can’t tell them itinerary number the reason I can’t tell them the itinerary numbers because I’ve never received an email telling me my itinerary number. I’ve done everything I can to cancel within the allotted time and spent two weeks trying to do this. I will not be charged for this hotel reservation please cancel it with immediate affect thank you

We have a complaint regarding our refund status. We have been waiting for 8 months and consistently asking for our money back only to receive unhelpful answers. This is a ridiculous amount of time to wait for 2 simple refunds. We are extremely displeased and will have to go to a debt collector or a lawyer if this matter is not resolved soon. Furthermore I will be posting my highly negative experience on travel sites as well as social media. Would appreciate a timely response and solution to the matter.

Itinerary numbers [protected] and [protected]

We bought tickets for a cruise to Alaska for my wife myself a friend and his mom. The site stated that no covid vaccines where required to travel if cruise started after Sept 6th. Our cruise was to start Sept 11th. Hours after we paid we received an email from Holland stating all had to be fully vaccinated. We were given no information about exemptions. After extensive research we found that out on our own. By the time we got the paperwork together and called to file for an exemption they told us it was too late. They said they needed 5 days to process it. Only option left was to cancel. Out of 1400 dollars they kept 900 dollars. Port fees alone were 604 {that we will never enter}. Very misleading take our money then send us an email only to keep 900 dollars is thievery how do these crooks sleep at night. If there are requirements, they should be in bold letters before they take our money not in an email after you have taken our money. I get it had you made it before we would not have booked the trip and you would not have been able to steel 900 dollars from us how many others have they ripped off like this. I would be willing to guess it to be in the millions. Sincerely feeling ripped off.

Itinerary #[protected] booked by Expedia for Kim Ann Ruggiero, Maria Zenon Park, Jorge Alberto Zenon Vilchis, and Luis Roberto Zenon Vilchis all adults (4) was booked from JFK to Mexico City which we also had Flight Protection Insurance on Viva Aerobus Flight 101.

Upon check in at JFK to check in 3 of us were booked as adults and 1 was booked as a child. FEE $1280.77 $387.57 per ticket plus $88 flight protection Plan.

I was forced to purchase another adult ticket in the amount of $463.74 because Aerobus said they could not rectify the situation because you (EXPEDIA) had booked my original flight as noted above. I wish to be reimbursed the $463.74 for the unused ticket of $409.79 as I had to purchase another ticket last minute at the airport.

Who do I contact for this type of request. I can be reached at [protected] or [protected]@hotmail.com.

I have copies of all the documentation that you would need to process my reimbursement. Please contact me as soon as possible. Thank You,

Maria Park

Accommodation at Travelodge by Wyndham Vancouver Airport on September 3. The accommodation was dirty and old, with broken lampshades and dirty bathroom walls, and I felt unsafe. They use the hotel as a homeless shelter. From the picture on the internet, it looked like a decent hotel. I paid $530 per night, and it is a misrepresentation. I tried to cancel the accommodation at the hotel, but the hotel did not allow any cancellation. I tried to book a different hotel in the area, but no compromise was available.

Booked flights through Expedia on July 25, 2022, and paid extra for cancellation

insurance a family tragedy came up and had to cancel the flights,

got a credit for Air Canada in route to New York but nothing coming back

on WestJet not even a credit. paid extra for nothing and Expedia works with

partners but will not stand behind their policy.

Having paid more than $1200 for a flight, I have not received a ticket, nor have I received the booking code that I need to log on to the Iberia website.

Details:

IBERIA L A E Booking confirmed. Confirmation code: NKG4F

Passenger Ticket No.

MCHAEL CLARKE [protected]

Iberia IB6845

from Madrid , Spain to Buenos Aires Argentina Fri, 16 Sep, 2022

Departure

11:50h, Fri, 16 Sep, 2022 Madrid (MAD) - Terminal 4S

Arrival

19:45h, Fri, 16 Sep, 2022 Buenos Aires-Mtro. Pistarini (EZE) - Terminal A

This is all I have been sent.

[protected] itinerary, Booking ID 3I4X3P, Ticket # [protected].

It was Toronto to Bombay and return via London. Due to covid policy at the time, British airways did not allow Indian nationals to transit through UK for the return journey. I had to cancel the return leg of the flight. I have been calling since Nov 2021 with multiple calls for the past 9 months and now Expedia says the moeny is forfeited. British airways at the time was giving 2 years of flexibility to re-book using credit, however Expedia gave only 1 year from booking date. Expedia insisted I need to travel on the same journey but British Airways were flexible. Since I had booked the ticket from Expedia, British Airways said Expedia decides and conveys information. Now Expedia calls after 9 months and leaves a message the money is forfeited! It's unfair and unethical. I would like my refund or the flexibility to book another trip with the same credit.

I booked a ticket for my sister on June 18th, 2022 for a round trip flight on August 15th and returning on October 29th, 2022. I paid $453.70 and another $40 for trip protection. Unfortunatly, we had to cancel the flight due to an unforseen circumstance with my sister. When I called to cancel, they told me I could not get a refund but that I would have a credit for the amount of $453.70 that she would be able to use if scheduled within a year.

Today I called to schedule a one way ticket for her. I looked on the Expedia website to see what flights were available for October 19th, 2022. When I called customer service and told her which flight we had decided, your representative was very helpful. The cost of the one way flight was $269, and as had the representative whom I cancelled with had explained that we would have a credit for the difference in price, so did the rep today explain.

The representative proceeded to let me know that she would put me on hold so she could schedule the flight. I waited 20 minutes and to my surprise, she informed me that the price for that ticket was actually $389 and not the $269 that was listed on your website. When I asked her to explain the reason, she sounded confused herself. I could hear someone was directing her on the background. She then told me to try again in a few days because the price will probably go down. I am very upset with this turn of events. I have been buying my tickets through your company for many years now and actually this is the first time I had to cancel a flight.

I scheduled a trip to Lexington Park-California MD to stay at a Holiday Inn through Expedia, Aug24-27. The Expedia website said I could change my plans through Aug 23 6PM. I called their customer service and requested a change before that time. They said to wait and call back on Aug 26 when I checked out, which was during my travel time. Now they tell me I can't get a refund. The hotel said Expedia could have changed my stay dates on their end and that the hotel couldn't do it themselves. So now I am out $140. for a night I didn't stay.