Expedia
Reviews and Complaints

We made a reservation to life-suite in Toronto from 5/18-5/22 and due to canceling of a business trip I had to cancel the hotel which is supposed to be non refundable. I went through a few phone calls and one of the agent was able to get me an exception with the hotel for extending the dates. I was extremely happy with the service at that point. On 5/15, I received an email from life-suite welcoming us to the hotel, so I contacted the hotel as well as Expedia and I was told that I needed to have made change of date prior to 5/15 otherwise is a no show and I loose the entire $1800... I went through a few calls and one of the manager promised me that the situation will be escalated to their corporate office and they will listen to the converse I had with the agent on 5/8 to verify if it was the agent's fault for not conforming me that I must change the date prior to 5/15. Shall that be the case he would process a full refound. He never got back to me within 72 hours as promised so I made another call and I went through another very rude manager who accused me of knowing the change of date. He said if I didn't know why did I call on the 15 th. I'm extremely frustrated and angered by this accusation. I finally got transferred to Jacky who works for Expedia corporate. She resolved it with a refound of $600 even though they had listened to the call and it was verified that it was the agents mistake. Jacky 's response was via email as I missed her call. I called in again since I am not satisfied with the solution. I do not understand why we as a assumer are blamed for for the agents mistake and now Expedia is taking $1200 away from us. I spoke with another lady from corporate and she was extremely rude and unwilling to discuss the matter with me. She said if I'm not taking the solution provided by jacky, which is the only solution available there is nothing to be talked about and she hung up on me. Expedia is a scam. They steal your money

We checked in last night 21st of May @ 11 in the evening. As we entered the room it was so stinky so I went to ask front office if they have any room spray and they said they dont. As we were about to sleep, the duvet in the room again smelled like sweat and body odor, I have to report it to front office again and I took the duvet with me for the staff to check. They gave us 2 brown blankets. SHEETS AND PILLOWS are all un washed. The front office staff told me she cannot do so much in the evening so she just made note for the next shift in the morning to see what they can do.
We went to check out tge next day and ask the manager Emy and another front desk staff regarding what they can about the issue and they said they CAN NOT do anything about it because we booked in EXPEDIA.

Yes we understand that it has been booked through 3rd party, but it is their hotel. We booked in good faith and expected our moneys worth.
It was a very bad experience and worst is staff never seem to care.

I hope this letter will be addresed. I wish that no guest will ever experienced it  again.

Yours truly,
Karen Gauat
Room is booked by Janray Moncada

Believe me Expedia is a terrible site, don't even think of using their service. I booked a hotel stay and received the worst time ever. They charged me twice and I wasn't able to get a refund no matter how hard I've tried.
I even involved the hotel and hotel manager tried to help, but Expedia ignored us.
I will never use them again and will spread this information to warn other people about this terrible and dishonest company.
I sent tons of messages, but they ignored them all, and every time I called they asked me to wait on hold and then hang up. Beware of Expedia!

Itinerary #[protected]
May 7, 2017. My son ordered a car rental from Hertz through Expedia January 1, 2017. Two weeks ago I called Hertz at the Phoenix airport and told them that my son was a college student and 21. I asked if there would be any problems and what he needed to bring. I was told if he was using a debit card he just needed an extra piece of identification. Nobody at any time mentioned he would not be allowed to rent a car because he doesn't have a high enough credit rating, but that is exactly what happened today. He is currently stranded in Phoenix and looking into renting from another company. This is completely unacceptable and I am furious. My husband, my brother, and now my son have used Expedia for years. This may be the last time any of us do. I would like to hear from you because my husband and I are considering filing a lawsuit against Hertz.

I have 6 times contacted your support center and asked for call backs from management to no avail. I have also emailed with no response and submitted info requesting response via website. All to no avail.
We planned a vacation to Aruba last June to go in January - confirmations six months in advance. Having never been to Aruba and having heard so much about it, we were all excited to go!
We were scheduled to leave on January 12th and return January 17th. Knowing this would probably be our only trip to Aruba, we planned the best we could. Reserved Ocean View Jr Suites at the Riu adults only all inclusive hotel. I've stayed at the Riu Paradise Island several times and have been quite pleased We had planned an early flight out of Boston so we would have the whole afternoon and evening in Aruba. Everything was set for a wonderful vacation!
So we flew down and went to the Riu to check in. At the front desk, they told us that they were overbooked and needed to send us to a different hotel - the Barcelo- which no one had heard of. We begged to stay there as we had booked with confirmation through Expedia six months prior! We were there before noon - couldn't they give us rooms and move the people to come later ?
No no nothing. I called the Expedia help line who said they had notified us by email - at 3 AM that morning! I am not on email at 3 AM! Nothing they could do for us.
The Riu manager insisted that we were actually being upgraded. The Barcelo was to be a better hotel and we would have upgraded rooms. So we went begrudgingly to the Barcelo. This was upsetting enough, but when we checked in, our upgraded rooms were the cheapest and worst in the hotel - basement floor overlooking the maintenance area! The beds were so small my sister and her husband could not even sleep together ( we had reserved King size ).
Not only were they the worst rooms - they were the least expensive so all our neighbors were families! We had intentionally reserved an adults only hotel. Instead we had kids running up and down the hallway and forget using the pool or whirlpools - just filled with kids playing!
Through all this we had lost the whole day !
The restaurants at Barcelo were terrible. After trying 2 - we decided we had to eat out instead - obviously a significant expense!
The Riu provides free non motorized beach sports equipment and free wifi - we were charged for both at the Barcelo. They do advertise free wifi - you can do 1 hour per day in the lobby only. I had to pay $12.00 per day - per device - separate charges for cell phones and iPads !
Cost per person differential between rooms/hotels - $300 per night x 5 nights x 3 people - $4500
The rating of the Barcelo on your own site is 3 while the Riu is over 4.
Although we were given a voucher for a return trip to the Riu - that's well and good, but we still need airfare, expense money and vacation time! We are not sure we want to return - who knows what will happen next!
We all saved for a year for our wonderful trip. We booked thru Expedia, as I had several times before, so we could be confident all would go well. Instead we had the most disappointing vacation ever. My sister called and complained and they offered a $100 hotel credit thru Expedia. That is insulting to begin with and useless to us as that is the one thing Riu promised us. Better yet, after complaining they offered me $50 coupon. Our trip cost $6, 485!
We have done a lot of business with Expedia over the years and feel strongly that you should step up and make this up to us - at least help us with a return trip.

I mistakenly booked a hotel reservation (Reservation #: [protected]) in the incorrect state on 4/14/2017. I was suppose to book a room for Emporia VA instead I accidentally booked the reservation in Emporia KS. I called Expedia.com on 4/14/17 customer service line where the agent informed me I could cancel and get a refund. They just had to call the hotel to get a refund code from the manager. The agent called the hotel and the manager was not in and he said that Expedia would email me on the following Tuesday 4/18/17 to process my request. So on Tuesday no one had emailed me so I called Expedia back and another agent called the hotel and the manager was not in again and would not be in for a couple of days. The agent promised to call me on Thursday morning 4/20/17 to contact the hotel manager to get this special refund code. So Thursday came and no one called so I called that evening and spoke with a agent who had me on the line for an hour. The agent promised me that I was eligible for a refund and that she had to contact the hotel and speak with the manager...well because this was days after the initial reservation the manager refused to provide the agent with the code for a refund. In which, every time I called, the manager was never available for the refund code and Expedia failed to follow up with me as stated via phone and I had three different agents tell me I was eligible for a refund. Well the agent I spoke with on 4/20/17 stated she could provide me with a $100 coupon towards my next hotel stay or flight reservation on my Expedia account that I did not know I had. So today with is 4/21/17, I get online to check to see if I had the coupon credit under my account with the email [protected]@gmail.com. Well of course when I looked for it...I did not find it. Even attempted to follow directions on the website to find it and there is no coupon there. Needless to say...I want my coupons since my initial issue was NEVER resolved. If they cant provide me with a coupon, my hotel reservation refund would be just as good. Expedia did not handle this situation as they should have. Never tell a customer they can get a refund then say...sorry...we cant. Worst customer service ever...I will never use your services again.

I received a call on Friday, April7, 2017 regarding an airline change. I called once I made a decision on April 12, 2017. Louis tried to take care of my situation but because he was unable to get to the airline, he gave me a complaint number and recommended that he would have someone else contact me. That was the last time I heard from anyone at Expedia via phone. I got an email on the 14th to say they are taking care of my situation and that I would have gotten an update within 24 hours. I have not heard from Expedia since. Numerous calls at varying times to the company have me waiting for more than 10 minutes without a response.

I booked a package deal to Denver a little over a month ago, flight/car/hotel. Flight was great. Everything went smooth. Landed in Denver, took the shuttle to dollar rental to pick up the car. There, they told me if I was using a debit card, I needed 2 forms of I.D. Now, I was unaware of this before hand. I was never told this info ahead of time, so I was unable to receive the car from them. My girlfriend and I had to walk along the highway to different renters to rent a car. When we finally found one, it cost me an extra $410 out of pocket to get a car-again. So, I'm tryin to get refunded for the portion of the car rental I paid for a month ago, in advance. Or credited somehow for wut I paid for-today. Everything else so far has been good, please get back to me right away. Thank u
Rick

I reserved a room through Expedia for a one night stay. I had UNTIL April 6th 2017 at 6:00pm to cancel WITHOUT ANY charges or fees (per Expedia) from them or the hotel. I cancelled on April 4th 2017, received a cancellation confirmation email from Expedia stating I've cancelled and NO charges or fees will be on my card. The day after the supposed check out day on the reservation, the hotel charged the amount of the one room $198.40 to my card. I have been through SEVERAL phone calls with Expedia & the hotel & am being lied too & given the run around. All Expedia wanted to do was give me a $200.00 voucher. I told them I don't want the voucher, I want my money back. After email complaints & contacts, Expedia replied with the hotel's policy of a 30% cancellation fee of $109.70 was charged to my card. That is not true & I am STILL trying to find the top person of Expedia to get a hold of, but in the meantime I have notified the BBB of both Expedia & The Rivertown Inn & Suites in Detroit MI. They both have lied & have falsely advertised.

Hi there,

I booked a flight tour around Airlie beach and unfortunately it was cancelled due to the cyclone that occoured.

The supplier GSL avaitaion sent an email stating that I will receive my money back however it has not one through as they said I must contact Expedia. I have been trying to find a way to contact you but I am having a lot of difficulty. Could someone please assist me as it is getting very frustrating!

I reserved Hyatt Regency in Newport Beach for 4/8. When I arrived at hotel, we were told no reservation. Spent 90 minutes on the phone with Expedia, only to be advised that the hotel had not received expedia reservation. We were rerouted to the Marriott Hotel and Spa. When we arrived there we were shown to a room that had 1 king bed only. My original reservation was for 2 queens with bay view and balcony and breakfast.
Itinerary# for Marriott: [protected]
Itinerary# for Hyatt: [protected]
I will never use Expedia again as handling this with 2 young kids was challenging, not to mention a dampner on the holiday.
Expedia offered me a $25 gift card as an apology which is ludicrous considering handling this mess took over 2 hours. The total cost should have been waived.

Dear Sir/Madam

It is very hard to comprehend how a company such as Expedia cannot fulfill their obligations to their customers in a timely manner.

I am extremely disappointed and angered but the pure lack of customer service within your Singapore office to the point where by I am considering never using Expedia again.

I have booked a return flight from the UK to Singapore one way on Oman Airlines and Air France. There was cheaper flights available via Sky scanner for the very same product through other agents but I booked through Expedia due to your reputation. Due to work commitments I am required to stay in Europe for a further 10 days and therefore cannot use said flight. Therefore I want to cancel the flight.

I purchased the standard cancellation insurance offered by Expedia upon booking. I was of the understanding that a company such as Expedia would not at any point be misleading or "cover / make it difficult" for the user to understand the product. Thus i assumed that the cancellation insurance was exactly that, insurance to cancel the flight at any time.

I find out by a obnoxious cocky operator in your Singapore office that "this is third party and it has nothing to do with Expedia so its not our problem" The amount i need to claim from the insurance is the cancellation fee from the airline which is 262 SGD. The insurance however covers journeys that start in Singapore ... how it was sold to me is unfathomable. Furthermore I was told it takes 12 weeks to refund the cash. How you can take it from my account in 10 minutes but it takes 12 weeks to refund is completely absurd. This shows a complete lack of competency.

My email is cristian.[protected]@hotmail.com
Flight: 24th April Newcastle to Singapore
Itin # [protected]

I expect a response on this matter. I am looking for a full refund to even consider using expeida again.

Regards

Cristian

On April 4, I went thru Expedia and booked rooms thru Quality Inn in Granbury and Waco (Bellmead) Texas. About 3 days later I realized that I wouldn't be driving back there due to a series of thunderstorms, so I went onto the Expedia website and easily cancelled my 5-night stay in Granbury. Next I went to the email itinerary for the Waco property, and couldn't see how to cancel, after about 15 minutes I saw a number to call at the hotel, they said I had pre-paid and that I couldn't cancel. I said "Whhaaaatttt?" I didn't realize I had done anything differently between the two reservations, but the guy said I needed to email/call Expedia because it was a 'third-party thing' and they would consider the refund/cancellation. So then I emailed Expedia, and they called me back and I spoke to 'Joyce' (very hard to understand, East Indian I believe) who said I'll contact the hotel and I waited maybe 30 minutes on hold, when she came back she said they needed to contact a supervisor in order to authorize the refund, but he wasn't in, and they would contact me in 24 hours, which they never did. So this morning I looked to see the best ways to file a complaint with Expedia and they said Facebook, which I did. They replied in a minute and asked that I PM them, so I did, they got my itinerary number, [protected], Conf # [protected] and 'pretended' to help, they called Quality Inn and spoke with Brian who said no refund. Expedia pretty much said they have to go with the "rules and regulations" of the hotel, really? by doing business with each other, aren't they actually 'partners'-don't partners work together to help each other's business? This is actually consumer fraud by Expedia AND Quality Inn, I'm sick of it. Expedia should NOT make it so easy to make such a mistake, my trip was never for sure, so I never would have pre-paid and put myself in this infuriating predicament, it apparently was too easy to do. Please help. Expedia is headquartered in Bellevue, WA, 98005, Expedia.com

Good Morning Expedia,
I have alway been so impressed with the Expedia experience until lately. I have always chosen you over Priceline due to your App friendliness. The purpose of this e-mail is due to my dissatisfaction regarding my canceled flight DL1290. My plane from Key West Airport to ATL was delayed 5 hours and my next flight was canceled, leaving me in ATL airport with no ticket for the next flight to Detroit. I arrived at ATL and all the stores were closed which means I was unable to eat anything all throughout the night and I had to sleep on the floor with no pillow or blankets. I am a Registered Nurse and I had to call into work for the next day and the floor I work on was down a nurse so the nurses had to take on 9 patients instead of 5 (normal load). This is unsafe practice for being a patient who is not getting the care they deserve because one nurse decided not to show up to work because her planes were delayed and canceled.
Another issue that I had was in the planning of a vacation to West Palm Airport 3-31-17. I decided to change my flight to 3/29 instead of 3/31. I called customer service and they said I was unable to just switch the flight I had to cancel my 3/31 (lost $190) and then buy a new ticket for $375, and I payed for the cancelation insurance, which they said was invalid because it was past 10 days of buying the ticket. I guess I just think if a customer buys cancelation insurance then it should last until 24 hours before the flight. I have just been so frustrated that I think it will be easier to just buy my tickets directly from the airlines selling them because Expedia hasn't offered me any reasons to go through them specifically. I have always chosen Expedia and I hope you can offer some sort of compensation for my stressful 17 hour delay and $375 lost to change the date of my flight.

-Casey Kohls

I had the worst experience with Expedia and I will not use them again, they are terrible and unprofessional company.
I booked a hotel stay via their website and due to some personal reasons I had to cancel my entire trip. I contacted Expedia and asked them to cancel my reservation and they said that I need to contact the hotel and when I contacted the hotel they said that only Expedia was able to cancel and refund me!
Expedia gave me a hard time and I wasted a lot of time trying to resolve the matter. In the end they simply stopped replying.
Don't book anything with this dishonest company and stay away!

Refer to Expedia.co.th: [protected]

I am writing to bring to your attention a serious issue as your customer service is not polite,
On 17 Jan 2017, I called to them for recheck seat number as I got the e-mail confirmation from you that, seat number is 35L, 35K and 3A, 3C, So your service confirm this seat number are seat next to each other.
On 6 Apr 2017, I've check fleet informations with china eastern airline website, my seat number is not seat next to each other, then I called back to your customer services again and ask her to recheck for me again, her told me that seat number 3A, 3C are seat next to each other but can't check seat number 35L, 35K for me and depend on air line selected seat number because this flight is share flight and customer should be booking seat number or change number by themselves, then I ask her why your customer service staff not give the information like this as I called to her on 17 Jan 2017, If I know before may be can booking seat next to each other but I just know this information and impossible to booking seat next to each other.

She was always interrupting me during discussion and she is not to hang up the phone but not answer me. She is not polite and don't have service mind!
I never got this case before from another company or service.

Your company is worldwide company, I hope you will be have penalty for your staff and hope you will train your staff to be responsible and service mind.

I hope to hear back from you about this incident by email at kannikar.[protected]@hotmail.com, and not ignore this issue complaint.

Note : you can check with your record system, I thought

Best regard,
Kannikar S

I reserved a room through Expedia 4/1/17 prepaid for Motel 6, 4100 East McCain Boulevard North Little Rock Arkansas 72117.I arrived and the desk clerk tried several times to get the funds from your company. We both called and kept being put on hold or hung up on. I tried again and was put on hold again. We was told again it still was declining the payment from Expedia. We was told we couldn't check in due to the motel was unable to get paid. I checked my Bank account and Expedia had already took their payment. We had no other choice but to leave and risk driving home tired. We had 2 hours of driving to go. This was so embarrassing for me and my Husband. This type of thing shouldn't have happened to us or anyone else. Also the people that answer the phone should be better trained and speak more clearly and stop putting customers on hold for 30 and 40 minutes and still not resolve the issue. Thanks to us finally getting someone to fix the money situation but we still didn't get our room. Makes people not want to use Expedia service anymore. Very unhappy customer. So thankful for coffee to help keep us awake.

Dear sir,

I booked a ticket through Expedia bahrain - Jeddah- Bahrain, I reached ajeddah already ad contact gulf air to delay my ticket they told it should be within maximum two weeks, and when I contact gulf air again to delay it for a reason out of my hands, they want to charge me a price of a new ticket .. kindly I want to cancel my reservation and refund the money

Please contact me urgently on [protected] since we are now before 48 hours from the flight

I have made a reservation through expedia, on there website is clearly says no need for re-confirmation. Luckily I did and the hotel confirmed there was no booking under my name because the type of room I have requested was not available, therefore they can't assist me. Expedia collected the money via paypal. I have submitted to expedia and paypal confirmation direct from the hotel to say there was not booking and that I did not make use of the hotel not because I cancelled but because there was not availability. Expedia took money for a service they could not provide and they did not even check with the hotel for availability. That to me is fraud and I would highly recommend nobody to use them as they cant be trusted and that reservation I made was for my family 500km away from home. What would have happened if I believed expedia and arrived with no where to stay. This company is corrupted.

When I booked a ticket for my Indonesia helper the interface required me to put First Name and Last Name as required fields, while many Indonesians do not have Last Name. Had to separate the name to the two fields to proceed. 2 days later called service line to make sure ticket will work despite the interface mistake. Got a blunt refusal on refund, and awful customer experience and no solution:

- "the correct way is to put full name on BOTH first and last name fields" -> Come on. I am sure this is incorrect...
- "When you cannot fill the form, you should have called" -> I thought Expedia was an online agency?!
- Got 2 staffs raising their voices and enjoying every minute of arguing with me. From minute one its about defending the crap interface you set up to trap customers
- "you want talk to our complain hotline? no such thing you call hotline again you get me again, find your own way if you want to voice your opinion"

I fly 50 times a year for past 15 years and guess that qualifies as a frequent traveller. This is as bad experience as it gets with your interface trap and defensive manner of arrogant staffs.