November 6, Revdex.com Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a reservation booked on Expedia.com As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service
Complaint: [redacted] I am rejecting this response because: Expedia.com required more information.Itinerary number is [redacted] ,Expedia's Case number for the complaint is [redacted] Reservatin was under the bame of [redacted] ***, who is my husbandThank you Sincerely, [redacted] ***
March 29, Revdex.com Alaska, Oregon, & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a package reservation We understand Mr [redacted] is requesting a full refundOn March 21, 2017, we received receipt of the Revdex.com complaint Our records reflect on December 28, 2016, the customer self-booked a package reservation for [redacted] and [redacted] Travel was on [redacted] Airlines, departing Green Bay, Wisconsin to San Juan, Puerto Rico; and returning on February 27, 2017, from San Juan, Puerto Rico to Green Bay, WisconsinThe package includes a hotel stay for the [redacted] Puerto RicoThe package includes a roundtrip shuttle in San Juan, Puerto Rico, via itinerary number [redacted] The customer is stating they encountered an error while booking the reservationThe customer is stating they selected the all-inclusive; however the all-inclusive was not booked Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providersAs a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policiesExpedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing Upon further researching this matter, we can confirm on January 11, 2017, the customer contacted Expedia to cancel the reservation due to the hotel did not offer the all-inclusiveExpedia contacted the hotel and the hotel authorized the refund Expedia advised the customer that we could only issue the refund for the hotel as the tickets and the shuttle were nonrefundableExpedia advised the customer if they cancel the flight; they would have a flight credit that would be valid for year from the issued date of December 28, Expedia advised the customer they would be responsible for the airline impose change fee of $ per person; plus any fare differenceThe customer declined to cancel the reservation In reviewing the account, the customer did not contact Expedia by phone to cancel the reservation prior to the departureThe airline marked the customer as a no show and [redacted] Airlines has considered the tickets as a lost value Expedia contacted the hotel; they advised that since the reservation was not canceled they will not authorize the refund and shuttle would not authorize the refund Expedia can confirm that the hotel does offer breakfast only; however for specific room typesThe customer did not book the specific room type to receive the breakfastDuring the booking and checkout path on our website, it was disclosed that the flight, hotel and shuttle were nonrefundableThe customer did receive and viewed the emailed confirmation [redacted] Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary and not Expedia and we must adhere to the vendor’s policies We hope the customer understands Expedia cannot honor the request for the refund or compensationExpedia considers this matter as closed and will no longer address this matter any further We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Corporate Customer Service
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you so much for following up with Expedia.com on my behalf It's been my personal nightmare dealing with multiple customer service representatives, on various occasions that I hope no one ever has to deal with going forward I hope that you continue to monitor the customer service of Expedia.com in the future so that this doesn't happen again I am eternally thankful to the Revdex.com for their help in my resolution.Have a fantastic weekendAll the best, [redacted]
Complaint: [redacted] I am rejecting this response because: Expedia replied in the email that they only found out about the change when they spoke to the vendor on phoneAttaching a screenshot of the email I received from expedia two months after the booking stating that the car can't accommodate peopleAfter that I called and requested about 4-times to call the vendor and confirm and fix, but they kept me on hold or hung up with me and refused to do anything until I contacted Revdex.com I have no reason to trust expediaI am not asking expedia to pay ahead of timeI am asking them to give me a car rental (manual is fine) for 600$Why did expedia list the car rental as automatic with people on their website.Sincerely, [redacted] ***
Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] - [redacted] (Revdex.com case number [redacted] ) regarding their reservationsAs of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's websiteAgain, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Tier Customer Service
Complaint: [redacted] I am rejecting this response because: We had rooms booked with Expedia which included rental cars for our family Christmas vacationSince we already had our airline reservations purchased arriving in Cancun at p.mThere is no way that I would request one of cars at 11:am This was an Expedia error, which I tried to correct using hours of my time unsuccessfully Furthermore, when we were on the telephone with Expedia making the initial reservations, there was so much confusion and we got disconnected before we could verify that the insurance was on all cars and that they had reserved all cars to be rented when we arrived Once we realized the mistakes, we called Expedia several times trying to get these things corrected Each time we waited on the telephone for hours only to learn that Expedia gave up trying to reach [redacted] Rental cars as they never answered their phones to correct the problems Upon arriving at the Cancun airport with family members and no rental cars since they all had been cancelled, we had an immediate problem to solve, which cost us $plus which we had not counted on We booked and dealt with Expedia, and not their vendor Sincerely, [redacted]
July 22, Revdex.com E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request We understand Ms [redacted] is writing concerning a flight change error made by ExpediaOn July 22, we contacted the customer to acknowledge receipt of their Revdex.com complaint and requested additional information Our records indicate Ms [redacted] contacted Expedia to request assistance in re-booking flights and one ticket was booked for an incorrect date The customer had to pay an extra fee at the counter to correct the ticketing error and has been attempting to acquire a refund of the fees She was asked to provide, by fax, a proof of payment for the additional change fees she paid out of pocket, but the fax would not go through In speaking with Ms [redacted] on July 22, she has stated she contacted her credit card company and disputed the charge However, as the airlines would be the merchant of record for the tickets, and the error was not theirs, they will no doubt deny her dispute and the funds will be returned to them Expedia has determined this was an error on the part of our agent and we regret the inconvenience this issue caused our customer and that resolving the matter has been difficult for her Ms [redacted] did provide me with case numbers ( [redacted] ) that gave access to the previous agent’s research and emails with her Expedia is requesting that she attach a copy of her credit card statement, showing additional fees, to this case as a rebuttal, and return it to us so we may refund her the disputed amount We regret that we must ask this of her, however for accounting purposes we must show proof of her loss to process the refund Once we receive the requested receipt we will contact her to assure the refund is made Expedia regrets the service Ms [redacted] received was less than satisfactory Comments such as hers are read by numerous people within Expedia and help shape our policies and practices It is never Expedia's intent to inconvenience our clients and it is disheartening when our clients feel we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality customer service available We would like to assure her that her business is important to us As a courtesy, we have provided her online permanent Expedia account with a $Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation PackageThe coupon is valid for one year from the date of issue and is immediately accessible within her account registered under [redacted] @yahoo.comWe hope she will allow us the opportunity to improve upon her experience in the future We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
March 22, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on March 29, 2015, Ms [redacted] booked an Expedia Vacation Package which included roundtrip flights, a hotel stay, a Grand Canyon tour and travel insurance We understand from her complaint that Ms [redacted] canceled her original booking and was left with a credit from the airlineWhen re-booking, Ms [redacted] would be charged a re-booking fee that was refundable because she had purchased travel insuranceAccording to MsRay, she re-booked her flights and paid the re-booking fee, but has not received the refund that she was assured After review, we can confirm that Ms [redacted] canceled her original booking on May 18, 21015, and received a full refund for the hotel and Grand Canyon tourAfter further review, we see a booking dated January 21, for Ms [redacted] which included a three-night stay at the Majestic Colonial Punta Cana and a car rental from February 27, 2016, through March 1, Ms [redacted] paid $1,for this packageShe states that $of this amount was for re-booking her canceled flights and she would like Expedia to process a refund for this amount According to our records, the package booked by Ms [redacted] on January 21, 216, did not include flights or a re-booking of the canceled flightsAs such, Expedia is unable to honor her request of a refundIf there is another itinerary number that we may reference that included the re-booked flights, please advise and we will be happy to review We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
January 31, Revdex.com Expedia.com – Dallas and Northeast Texas Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia.com regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia.com is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding advertising issues Upon researching the customer’s complaint, we were unable to find a hotel itinerary related to the information stated in the complaint provided by Mr [redacted] Please provide the full itinerary number and or other email address used to book the reservation for further research We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Angel A [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: There are clear differences the biggest being that EVERY time you move to book a trip – the price changed They keep stating that it is moving, however I can/could go back in over next several hours and the published price while comparing rates was never the same as when you proceed to book The published rates stayed the same The staff stated that the price sometimes changes – which I now assume is previous complaints I am not disputing that the price when I checked out was not stated – it was just completely wrong from when I went in to book and the published rate I believed I was purchasing at.Sincerely, [redacted]
May 18, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservation As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely, Tier Customer Service
June 19, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationUpon receipt of the Revdex.com submission, we have verified this matter has been resolvedOn June 3, 2015, the customer booked a hotel reservation utilizing the $Travel couponWe apologize for any inconvenience that may have occurredIf Mr [redacted] issue has still not been resolved, please feel free to contact us and we will assist in resolving this matterWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service
February 9, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand the customer is seeking compensation and/or a refund of their flight reservation due to an airline-initiated schedule change Our records indicate on June 16, 2015, the customer self-booked a flight reservation via Expedia’s website, itinerary number [redacted] Flights were on Singapore Airlines, departing San Francisco, California to Male, The Maldives on January 14, 2016, and returning on January 20, From time to time and for a variety of reasons, airlines issue schedule changes We understand that these changes can be inconvenient, time consuming and not customer friendlyAs Expedia serves as a third party intermediary, we give the customer the capability to choose the dates, flights, and airlines of their choice Each airline has its own specific set of policies and procedures as does each ticket purchasedSingapore Airlines was the operating carrier and merchant of record (the entity that received the customer’s funds and the company charging the customer’s credit card) The airlines issue schedule changes and these changes are unrelated to the type of ticket purchased or the company from which you bought your ticketIn fact, travel intermediaries are rarely informed as to why the changes are madeTypically, however, airlines will change their schedules because of routing changes, severe weather, staffing problems, or maintenance issuesAn involuntary airline schedule change can include a change in flight numbers, departure and arrival times or operating equipment At that time the airline took over control of the customer’s ticket and Expedia no longer had access to make any modifications As the schedule changes were initiated by the airline, and since Expedia is not the merchant of record, we are unable to offer the requested refund We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Britt M [redacted] Tier Customer Service
October 7, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on February 223, 2015, Ms [redacted] booked a flight for travel January 2, 2015, through January 9, Regrettably, on June 22, 2015, she had to cancel her flight and was issued an airline credit valued at $ Ms [redacted] contacted our office to apply her credit towards the cost of a new flight on September 14, According to our records, there were technical issues on our end that affected our ability to process her request at the timeMs [redacted] was transferred to various agents and ultimately unable to book the flight she wanted at the price that she viewed onlineAs a result, she is requesting a refund of $482.60, the cost of her ticket On October 7, 2015, we contacted Ms [redacted] via telephone and apologized for the issues that were mentioned in her complaintShe informed us that she ended up booking the flight that wanted through a different company due to our inability to assist her at the time of her calls to our office After giving the matter full consideration, we agreed to process a refund to Ms [redacted] for the inconvenienceA refund in the amount of $was issued on October 7, Refunds like this typically take 3-business days to post to individual accounts, depending on how quickly her credit card company processes refunds We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
April 4, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a package reservation We understand Mr [redacted] is requesting to receive compensation On March 3, we received the receipt of the Revdex.com complaint Our records reflect on February 22, 2016, the customer self-booked a package reservation, using Expedia.com Travel is on Spirit Airlines, departing May 14, 2016, from Dallas, Fort Worth Texas to San Jose Del Cabo, BaCalifornia; returning on May 17, 2016, from San Jose Del Cabo, BaCalifornia to Dallas, Fort Worth Texas The hotel stay is at the Pueblo Bunito Sunset Beach Resort & Spa All Inclusive, chedate May 14, 2016, check-out date May 17, Also included is transportation from the San Jose Del Cabo, BaCalifornia airport to the hotel, starting May 14, The customer is stating, they were over charged for the package reservation The customer received a confirmation email advising a total price of $1,664.35; however his credit card was charged in the amount of $1, The customer is stating they would like to be compensated, due to the time spent trying to receive the refund for the difference Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers As a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policies Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingShould they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservation This gives Expedia the opportunity to provide an appropriate resolution Upon further researching this matter, we can confirm on February 25, 2016, the customer contacted Expedia via email, advising of a discrepancy in the amount they were charged for the package The customer advised they confirmed the price in the amount of $1,664.35, before and after purchasing their reservation; however their credit card was charged in the amount of $1, The customer advised the difference of $19.92, is a small amount; however did not agree with being charged the extra amount The customer requested the refund of the $ The customer also advised prior to completing the booking, they encountered an error and also sees two pending charges in the amount of $ The customer requested that Expedia look into to these charges On that same day, Expedia replied to the customer’s email [redacted] @yahoo.com, which is the email address that is linked to the customer’s account Expedia advised the customer, we use real time bookings and there are times rates and availability are subject to change The customer was also advised, reservations are not guaranteed until they are booked and confirmed Our agent advised the customer the total package price is $1,684.27, and if they need further assistance to contact Expedia directly On February 26, 2016, the customer replied to Expedia, advising our email does not answer his question The customer advised our site showed the price of $1,664.35, before and after purchasing the booking The customer advised if the price had change, Expedia did not notify him of the price difference The customer is requesting the refund for the difference We can confirm this led to several emails between the customer and Expedia On March 8, 2016, we can verify Expedia was able to confirm the customer’s booking session that was made on February 22, Our site did advise and confirm the total package price in the amount of $1, On that same day, Expedia contacted the customer, advising Expedia would process the refund of $back to the customer The customer did agree On March 31, 2016, in reviewing Mr [redacted] account, the customer was refunded on March 8, 2016, in the amount of $ Expedia found no other charges on Mr [redacted] account Expedia strives to provide the highest level of customer service, and we regret that Mr [redacted] recent experience did not live up to that expectation We regret we were unable to resolve the issue immediately during the first contact, and the service received was less than satisfactory Since this matter was resolved on March 8, As a one-time courtesy, Expedia will the request for compensation, we have added a $coupon in the customer’s account The coupon is valid for year for a hotel booking; the coupon can be used as a package; however the coupon will be applied toward the hotel booking We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
Hello Revdex.com, I am pleased to provide assistance with case # [redacted] Below are the findings and resolution to the case: Findings:According to our records, Ms [redacted] placed a reservation through [redacted] , a company with which Expedia does business through the Expedia Affiliate Network,The reservation was placed for a Superior Apartment, Canal View for cheon August 6, through check-out August 8, The cancellation policy agreed to at the time of booking states: Cancellations or changes made before 11:PM local hotel time, Monday, August 03, are subject to a hotel fee equal to night(s) plus taxes and fees Cancellations or changes made after 11:PM local hotel time, Monday, August 03, are subject to a hotel fee equal to 100% of the total amount paid for the reservation Cancellations or changes made after cheare subject to a hotel fee equal to 100% of the total amount paid for the reservation.Additionally, I have verified that this reservation was cancelled on-line on May 25, at 11:PMDue to the cancellation a one-night penalty of $was imposed on this bookingResolution:I have confirmed, as a courtesy, we have issued a refund in the amount of $to Ms [redacted] Visa card which was used at the time of booking on July 2, This refund processes within hours and returns to the form of payment used at the time of booking within 3-daysor on the next billing cycleThank you for bringing this matter to our attention and allowing us a chance for resolution.Thank you,Rory M.Customer Relations Specialist
November 23, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia.com is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding the customer service issues Our records show on October 7, 2016, Mr [redacted] self-booked an Expedia.com flight, hotel, car and insurance package reservation via booking number [redacted] for the amount of $1,We understand from Mr [redacted] ’s complaint, he had previously received an itemized receipt for a different package reservation and after trying to obtain an itemized receipt for the above booking, it was denied by customer supportThe customer is asking for the second itemized receipt request to be honored by Expedia Expedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience he has encountered in resolving this matterOn November 23, 2016, an itemized receipt was sent to the customer via emailAs the issue has been resolved to Mr [redacted] ’s desired outcome, Expedia considers this matter closed We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Angel A [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: It is apparent that Expedia can claim that their records indicate anything without actually showing proof, or showing anyone the recordsThis will be another claim against them that could easily be resolved and will result in the further decline of their businessSincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:While the restrictions and expectations regarding late cheare available when logged in and viewing the itinerary, the email confirmation (attached) does not say any restrictions or expectations regarding late check in.The email states: Your room/unit will be guaranteed for late arrival.There is not any indication that I need to contact the hotel OR log into my itinerary to see limitationsI was only told the guarantee and as Expedia did not fulfill what I purchased, I expect both the other half of my refund and a goodwill credit of $for the advertising madeIn addition, the email needs to be updated for all future communications to avoid this situation in the future Sincerely, [redacted]
November 6, Revdex.com Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a reservation booked on Expedia.com As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this case Sincerely, Tier Customer Service
Complaint: [redacted] I am rejecting this response because: Expedia.com required more information.Itinerary number is [redacted] ,Expedia's Case number for the complaint is [redacted] Reservatin was under the bame of [redacted] ***, who is my husbandThank you Sincerely, [redacted] ***
March 29, Revdex.com Alaska, Oregon, & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a package reservation We understand Mr [redacted] is requesting a full refundOn March 21, 2017, we received receipt of the Revdex.com complaint Our records reflect on December 28, 2016, the customer self-booked a package reservation for [redacted] and [redacted] Travel was on [redacted] Airlines, departing Green Bay, Wisconsin to San Juan, Puerto Rico; and returning on February 27, 2017, from San Juan, Puerto Rico to Green Bay, WisconsinThe package includes a hotel stay for the [redacted] Puerto RicoThe package includes a roundtrip shuttle in San Juan, Puerto Rico, via itinerary number [redacted] The customer is stating they encountered an error while booking the reservationThe customer is stating they selected the all-inclusive; however the all-inclusive was not booked Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providersAs a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policiesExpedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing Upon further researching this matter, we can confirm on January 11, 2017, the customer contacted Expedia to cancel the reservation due to the hotel did not offer the all-inclusiveExpedia contacted the hotel and the hotel authorized the refund Expedia advised the customer that we could only issue the refund for the hotel as the tickets and the shuttle were nonrefundableExpedia advised the customer if they cancel the flight; they would have a flight credit that would be valid for year from the issued date of December 28, Expedia advised the customer they would be responsible for the airline impose change fee of $ per person; plus any fare differenceThe customer declined to cancel the reservation In reviewing the account, the customer did not contact Expedia by phone to cancel the reservation prior to the departureThe airline marked the customer as a no show and [redacted] Airlines has considered the tickets as a lost value Expedia contacted the hotel; they advised that since the reservation was not canceled they will not authorize the refund and shuttle would not authorize the refund Expedia can confirm that the hotel does offer breakfast only; however for specific room typesThe customer did not book the specific room type to receive the breakfastDuring the booking and checkout path on our website, it was disclosed that the flight, hotel and shuttle were nonrefundableThe customer did receive and viewed the emailed confirmation [redacted] Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary and not Expedia and we must adhere to the vendor’s policies We hope the customer understands Expedia cannot honor the request for the refund or compensationExpedia considers this matter as closed and will no longer address this matter any further We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Corporate Customer Service
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you so much for following up with Expedia.com on my behalf It's been my personal nightmare dealing with multiple customer service representatives, on various occasions that I hope no one ever has to deal with going forward I hope that you continue to monitor the customer service of Expedia.com in the future so that this doesn't happen again I am eternally thankful to the Revdex.com for their help in my resolution.Have a fantastic weekendAll the best, [redacted]
Complaint: [redacted] I am rejecting this response because: Expedia replied in the email that they only found out about the change when they spoke to the vendor on phoneAttaching a screenshot of the email I received from expedia two months after the booking stating that the car can't accommodate peopleAfter that I called and requested about 4-times to call the vendor and confirm and fix, but they kept me on hold or hung up with me and refused to do anything until I contacted Revdex.com I have no reason to trust expediaI am not asking expedia to pay ahead of timeI am asking them to give me a car rental (manual is fine) for 600$Why did expedia list the car rental as automatic with people on their website.Sincerely, [redacted] ***
Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] - [redacted] (Revdex.com case number [redacted] ) regarding their reservationsAs of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's websiteAgain, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Tier Customer Service
Complaint: [redacted] I am rejecting this response because: We had rooms booked with Expedia which included rental cars for our family Christmas vacationSince we already had our airline reservations purchased arriving in Cancun at p.mThere is no way that I would request one of cars at 11:am This was an Expedia error, which I tried to correct using hours of my time unsuccessfully Furthermore, when we were on the telephone with Expedia making the initial reservations, there was so much confusion and we got disconnected before we could verify that the insurance was on all cars and that they had reserved all cars to be rented when we arrived Once we realized the mistakes, we called Expedia several times trying to get these things corrected Each time we waited on the telephone for hours only to learn that Expedia gave up trying to reach [redacted] Rental cars as they never answered their phones to correct the problems Upon arriving at the Cancun airport with family members and no rental cars since they all had been cancelled, we had an immediate problem to solve, which cost us $plus which we had not counted on We booked and dealt with Expedia, and not their vendor Sincerely, [redacted]
July 22, Revdex.com E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund request We understand Ms [redacted] is writing concerning a flight change error made by ExpediaOn July 22, we contacted the customer to acknowledge receipt of their Revdex.com complaint and requested additional information Our records indicate Ms [redacted] contacted Expedia to request assistance in re-booking flights and one ticket was booked for an incorrect date The customer had to pay an extra fee at the counter to correct the ticketing error and has been attempting to acquire a refund of the fees She was asked to provide, by fax, a proof of payment for the additional change fees she paid out of pocket, but the fax would not go through In speaking with Ms [redacted] on July 22, she has stated she contacted her credit card company and disputed the charge However, as the airlines would be the merchant of record for the tickets, and the error was not theirs, they will no doubt deny her dispute and the funds will be returned to them Expedia has determined this was an error on the part of our agent and we regret the inconvenience this issue caused our customer and that resolving the matter has been difficult for her Ms [redacted] did provide me with case numbers ( [redacted] ) that gave access to the previous agent’s research and emails with her Expedia is requesting that she attach a copy of her credit card statement, showing additional fees, to this case as a rebuttal, and return it to us so we may refund her the disputed amount We regret that we must ask this of her, however for accounting purposes we must show proof of her loss to process the refund Once we receive the requested receipt we will contact her to assure the refund is made Expedia regrets the service Ms [redacted] received was less than satisfactory Comments such as hers are read by numerous people within Expedia and help shape our policies and practices It is never Expedia's intent to inconvenience our clients and it is disheartening when our clients feel we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality customer service available We would like to assure her that her business is important to us As a courtesy, we have provided her online permanent Expedia account with a $Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation PackageThe coupon is valid for one year from the date of issue and is immediately accessible within her account registered under [redacted] @yahoo.comWe hope she will allow us the opportunity to improve upon her experience in the future We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
March 22, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on March 29, 2015, Ms [redacted] booked an Expedia Vacation Package which included roundtrip flights, a hotel stay, a Grand Canyon tour and travel insurance We understand from her complaint that Ms [redacted] canceled her original booking and was left with a credit from the airlineWhen re-booking, Ms [redacted] would be charged a re-booking fee that was refundable because she had purchased travel insuranceAccording to MsRay, she re-booked her flights and paid the re-booking fee, but has not received the refund that she was assured After review, we can confirm that Ms [redacted] canceled her original booking on May 18, 21015, and received a full refund for the hotel and Grand Canyon tourAfter further review, we see a booking dated January 21, for Ms [redacted] which included a three-night stay at the Majestic Colonial Punta Cana and a car rental from February 27, 2016, through March 1, Ms [redacted] paid $1,for this packageShe states that $of this amount was for re-booking her canceled flights and she would like Expedia to process a refund for this amount According to our records, the package booked by Ms [redacted] on January 21, 216, did not include flights or a re-booking of the canceled flightsAs such, Expedia is unable to honor her request of a refundIf there is another itinerary number that we may reference that included the re-booked flights, please advise and we will be happy to review We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
January 31, Revdex.com Expedia.com – Dallas and Northeast Texas Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia.com regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia.com is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding advertising issues Upon researching the customer’s complaint, we were unable to find a hotel itinerary related to the information stated in the complaint provided by Mr [redacted] Please provide the full itinerary number and or other email address used to book the reservation for further research We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Angel A [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: There are clear differences the biggest being that EVERY time you move to book a trip – the price changed They keep stating that it is moving, however I can/could go back in over next several hours and the published price while comparing rates was never the same as when you proceed to book The published rates stayed the same The staff stated that the price sometimes changes – which I now assume is previous complaints I am not disputing that the price when I checked out was not stated – it was just completely wrong from when I went in to book and the published rate I believed I was purchasing at.Sincerely, [redacted]
May 18, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservation As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely, Tier Customer Service
June 19, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mr [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationUpon receipt of the Revdex.com submission, we have verified this matter has been resolvedOn June 3, 2015, the customer booked a hotel reservation utilizing the $Travel couponWe apologize for any inconvenience that may have occurredIf Mr [redacted] issue has still not been resolved, please feel free to contact us and we will assist in resolving this matterWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service
February 9, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand the customer is seeking compensation and/or a refund of their flight reservation due to an airline-initiated schedule change Our records indicate on June 16, 2015, the customer self-booked a flight reservation via Expedia’s website, itinerary number [redacted] Flights were on Singapore Airlines, departing San Francisco, California to Male, The Maldives on January 14, 2016, and returning on January 20, From time to time and for a variety of reasons, airlines issue schedule changes We understand that these changes can be inconvenient, time consuming and not customer friendlyAs Expedia serves as a third party intermediary, we give the customer the capability to choose the dates, flights, and airlines of their choice Each airline has its own specific set of policies and procedures as does each ticket purchasedSingapore Airlines was the operating carrier and merchant of record (the entity that received the customer’s funds and the company charging the customer’s credit card) The airlines issue schedule changes and these changes are unrelated to the type of ticket purchased or the company from which you bought your ticketIn fact, travel intermediaries are rarely informed as to why the changes are madeTypically, however, airlines will change their schedules because of routing changes, severe weather, staffing problems, or maintenance issuesAn involuntary airline schedule change can include a change in flight numbers, departure and arrival times or operating equipment At that time the airline took over control of the customer’s ticket and Expedia no longer had access to make any modifications As the schedule changes were initiated by the airline, and since Expedia is not the merchant of record, we are unable to offer the requested refund We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Britt M [redacted] Tier Customer Service
October 7, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on February 223, 2015, Ms [redacted] booked a flight for travel January 2, 2015, through January 9, Regrettably, on June 22, 2015, she had to cancel her flight and was issued an airline credit valued at $ Ms [redacted] contacted our office to apply her credit towards the cost of a new flight on September 14, According to our records, there were technical issues on our end that affected our ability to process her request at the timeMs [redacted] was transferred to various agents and ultimately unable to book the flight she wanted at the price that she viewed onlineAs a result, she is requesting a refund of $482.60, the cost of her ticket On October 7, 2015, we contacted Ms [redacted] via telephone and apologized for the issues that were mentioned in her complaintShe informed us that she ended up booking the flight that wanted through a different company due to our inability to assist her at the time of her calls to our office After giving the matter full consideration, we agreed to process a refund to Ms [redacted] for the inconvenienceA refund in the amount of $was issued on October 7, Refunds like this typically take 3-business days to post to individual accounts, depending on how quickly her credit card company processes refunds We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
April 4, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a package reservation We understand Mr [redacted] is requesting to receive compensation On March 3, we received the receipt of the Revdex.com complaint Our records reflect on February 22, 2016, the customer self-booked a package reservation, using Expedia.com Travel is on Spirit Airlines, departing May 14, 2016, from Dallas, Fort Worth Texas to San Jose Del Cabo, BaCalifornia; returning on May 17, 2016, from San Jose Del Cabo, BaCalifornia to Dallas, Fort Worth Texas The hotel stay is at the Pueblo Bunito Sunset Beach Resort & Spa All Inclusive, chedate May 14, 2016, check-out date May 17, Also included is transportation from the San Jose Del Cabo, BaCalifornia airport to the hotel, starting May 14, The customer is stating, they were over charged for the package reservation The customer received a confirmation email advising a total price of $1,664.35; however his credit card was charged in the amount of $1, The customer is stating they would like to be compensated, due to the time spent trying to receive the refund for the difference Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers As a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policies Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingShould they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservation This gives Expedia the opportunity to provide an appropriate resolution Upon further researching this matter, we can confirm on February 25, 2016, the customer contacted Expedia via email, advising of a discrepancy in the amount they were charged for the package The customer advised they confirmed the price in the amount of $1,664.35, before and after purchasing their reservation; however their credit card was charged in the amount of $1, The customer advised the difference of $19.92, is a small amount; however did not agree with being charged the extra amount The customer requested the refund of the $ The customer also advised prior to completing the booking, they encountered an error and also sees two pending charges in the amount of $ The customer requested that Expedia look into to these charges On that same day, Expedia replied to the customer’s email [redacted] @yahoo.com, which is the email address that is linked to the customer’s account Expedia advised the customer, we use real time bookings and there are times rates and availability are subject to change The customer was also advised, reservations are not guaranteed until they are booked and confirmed Our agent advised the customer the total package price is $1,684.27, and if they need further assistance to contact Expedia directly On February 26, 2016, the customer replied to Expedia, advising our email does not answer his question The customer advised our site showed the price of $1,664.35, before and after purchasing the booking The customer advised if the price had change, Expedia did not notify him of the price difference The customer is requesting the refund for the difference We can confirm this led to several emails between the customer and Expedia On March 8, 2016, we can verify Expedia was able to confirm the customer’s booking session that was made on February 22, Our site did advise and confirm the total package price in the amount of $1, On that same day, Expedia contacted the customer, advising Expedia would process the refund of $back to the customer The customer did agree On March 31, 2016, in reviewing Mr [redacted] account, the customer was refunded on March 8, 2016, in the amount of $ Expedia found no other charges on Mr [redacted] account Expedia strives to provide the highest level of customer service, and we regret that Mr [redacted] recent experience did not live up to that expectation We regret we were unable to resolve the issue immediately during the first contact, and the service received was less than satisfactory Since this matter was resolved on March 8, As a one-time courtesy, Expedia will the request for compensation, we have added a $coupon in the customer’s account The coupon is valid for year for a hotel booking; the coupon can be used as a package; however the coupon will be applied toward the hotel booking We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
Hello Revdex.com, I am pleased to provide assistance with case # [redacted] Below are the findings and resolution to the case: Findings:According to our records, Ms [redacted] placed a reservation through [redacted] , a company with which Expedia does business through the Expedia Affiliate Network,The reservation was placed for a Superior Apartment, Canal View for cheon August 6, through check-out August 8, The cancellation policy agreed to at the time of booking states: Cancellations or changes made before 11:PM local hotel time, Monday, August 03, are subject to a hotel fee equal to night(s) plus taxes and fees Cancellations or changes made after 11:PM local hotel time, Monday, August 03, are subject to a hotel fee equal to 100% of the total amount paid for the reservation Cancellations or changes made after cheare subject to a hotel fee equal to 100% of the total amount paid for the reservation.Additionally, I have verified that this reservation was cancelled on-line on May 25, at 11:PMDue to the cancellation a one-night penalty of $was imposed on this bookingResolution:I have confirmed, as a courtesy, we have issued a refund in the amount of $to Ms [redacted] Visa card which was used at the time of booking on July 2, This refund processes within hours and returns to the form of payment used at the time of booking within 3-daysor on the next billing cycleThank you for bringing this matter to our attention and allowing us a chance for resolution.Thank you,Rory M.Customer Relations Specialist
November 23, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia.com is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding the customer service issues Our records show on October 7, 2016, Mr [redacted] self-booked an Expedia.com flight, hotel, car and insurance package reservation via booking number [redacted] for the amount of $1,We understand from Mr [redacted] ’s complaint, he had previously received an itemized receipt for a different package reservation and after trying to obtain an itemized receipt for the above booking, it was denied by customer supportThe customer is asking for the second itemized receipt request to be honored by Expedia Expedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience he has encountered in resolving this matterOn November 23, 2016, an itemized receipt was sent to the customer via emailAs the issue has been resolved to Mr [redacted] ’s desired outcome, Expedia considers this matter closed We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Angel A [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: It is apparent that Expedia can claim that their records indicate anything without actually showing proof, or showing anyone the recordsThis will be another claim against them that could easily be resolved and will result in the further decline of their businessSincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:While the restrictions and expectations regarding late cheare available when logged in and viewing the itinerary, the email confirmation (attached) does not say any restrictions or expectations regarding late check in.The email states: Your room/unit will be guaranteed for late arrival.There is not any indication that I need to contact the hotel OR log into my itinerary to see limitationsI was only told the guarantee and as Expedia did not fulfill what I purchased, I expect both the other half of my refund and a goodwill credit of $for the advertising madeIn addition, the email needs to be updated for all future communications to avoid this situation in the future Sincerely, [redacted]