September 15, 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 attentionHotwire 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 complaint # [redacted] ) regarding the possible content error encountered and refund request Our records show on July 4, 2016, Mr [redacted] self-booked a hotel reservation via booking number [redacted] in the amount of $1,We understand from Mr [redacted] ’s complaint, at the time of booking location of hotel provided online was incorrectMr [redacted] proceeded to call Expedia to resolve the issue but no proper resolution was providedThe customer is requesting a full refund for the amount paid due to site error Upon researching the customer’s complaint, we can confirm on September 8, when Mr [redacted] brought this matter to our attention, Expedia proceeded to advocate on the customer’s behalf by contacting the hotel regarding the refund requestThe hotel advised Expedia a refund of $1,could be given to the customer and they would charge a two night penalty based on the cancelation agreed upon by the customer at the time of booking Expedia makes every effort to ensure that our customers have a clear understanding of their selections related with the travel items they are purchasingWe provide selection details such as the full address of the hotel and a map location on several pages before payment can be made As a one-time courtesy, Expedia processed a refund of $back to the original form of paymentAs a refund has been given to the customer and 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] Tier Customer Service
October 4, 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 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 flight reservation We understand Mr [redacted] is requesting a refundOn September 27, 2016, we received receipt of the Revdex.com complaint Our records reflect on July 7, 2016, the customer self-booked a flight reservationTravel is on [redacted] Airlines, departing October 20, 2016, from New York to Medellin, Colombia; returning on October 24, 2016, from Medellin, Colombia to New YorkThe customer is stating they received an email from Expedia regarding the customer’s flight seats Upon further researching this matter, we can confirm on January 8, 2016, the customer contacted Expedia via email regarding their flight seatsExpedia advised the customer the flight is confirmed; however the customer would need to confirm the seat with the airline In reviewing the customer’s account the flight is active for October 20, 2016, with seat number 18C We regret any inconvenience that may have occurred and would like to assure you that your business is important to us [redacted] Airlines is 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 We hope the customer understandsExpedia cannot honor the request for the refund or any compensation Expedia 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] Tier Customer Service
December 7, 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 October 29, 2016, Ms [redacted] booked a two-night stay at the Super Dubuque from November 4, 2016, through November 6, We understand from Ms***’s complaint that she overheard a guest receive a quote from the hotel that was more than what she paidAs a result, she feels that Expedia should adjust the rate that she paid for the booking The rate disclosed to Ms [redacted] by Super is what we call a Net RateIn order for Expedia to offer the discounted prices on our website we purchase hotel rooms in bulk, a minimum of one year in advance at a contracted rateAfter we purchase the rooms the hotel has the option of modifying their rates as they wish to match their inventoryThis is something we have no control overBecause of our contract with the hotel we are required to charge the amount reflecting on our website at the time of purchase 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
August 25, 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 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 Ms [redacted] (Revdex.com ID number [redacted] ) regarding a package reservationOur records indicate on March 15, 2016, the customer self-booked a package reservation which included flight, hotel and travel insurance through the Expedia.com websiteTravel was with United Airlines and accommodations were at the Coco Beach Resort from July 4, 2016, to July 12, We understand from the complaint the customer is requesting a refund due to no direct ocean swimming accessAs Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choiceEach airline has its own specific set of policies and procedures as does each ticket purchasedUnited 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)We hope you understand that we must adhere to the policies dictated by the airline in regards to cancellations and refundsUpon receipt of the Revdex.com submission, we were able to verify on July 4, 2016, the customer contacted Expedia requesting to cancel the remainder of her stayThe assisting representative advised the customer that according to the airline’s terms and agreements which Ms [redacted] agreed to at the time of booking, the flights were non-refundableThe customer was advised they would retain an airline credit for the adult tickets for travel completed one year from the original booking date, however the children’s tickets would be of loss valueAt that time the assisting representative contacted the hotel on the customer’s behalf and requested the hotel waive the penalty which Ms [redacted] agreed to at the time of booking: • Cancellations or changes made after cheon July 4, are subject to a hotel fee equal to 100% of the total amount paid for the reservation The hotel agreed to cancel and waive the penaltyThe customer chose to change her destination to Cancun, MexicoIn addition, at the time of booking on the Expedia website, Ms [redacted] agreed to our Terms of Use, which expressly provide as follows: The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia AffiliatesThe Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there fromThe Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authorityExpedia must abide by the terms and conditions agreed to at the time of booking, and as a result, Expedia is unable to issue a refund as requestedWe 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, Lisa S [redacted] Tier Customer Service
July 24, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from Ms [redacted] *** We regret to hear of Ms [redacted] further dissatisfaction with our correspondence Expedia strives to provide the highest level of customer service, and we are sorry Ms [redacted] experience did not live up to that expectationWe regret we were unable to resolve her issue immediately during her first call, and that the service she received was less than satisfactoryExpedia has reviewed our representatives’ cases mentioned in Ms [redacted] comment and we will ensure the representatives she spoke with will be coached appropriatelyWe have provided her comments to our management team in an effort to improve Expedia’s overall customer experience, processes, and additional agent training with respect to proper call management and system procedures 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 us Sincerely, Lidiya N [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: I have stopped receiving promotional emails, however I continue to receive account statement emails which I do not want to receive I cannot find any way to turn off these emails I have explained this to you multiple times The subject of the last such email was "Your January statement is ready" Please stop sending me account update emails Sincerely, [redacted]
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 meHowever I still believe that Expedia should have resolved the issue much earlier than the did and without the need to involve the Revdex.comI am grateful to you (Revdex.com) for your assistance in this matter and wish you every success in the future Sincerely, [redacted]
September 14, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Ms [redacted] We regret to hear she did not accept our response and /or resolution offeredExpedia, Incis responding to the consumer complaint from Ms [redacted] (Revdex.com ID number [redacted] ) regarding a package reservationAs stated prior, Expedia.com does not own or operate any hotels, and we do not set any hotel policiesThe customer chose the dates, destination, airlines, and hotel of her choiceIn regards to the cancellation, Expedia was able to pull the phone call on August 24, 2016, where the customer changed her hotel stay from two rooms to one room and received a refund in the amount of $The customer was also given a $Travel Coupon for any inconvenience due to the length of the phone callAt that time the customer requested the assisting representative cancel the flight for AndreaOn August 25, 2016, the customer contacted Expedia and stated she never authorized the ticket to be cancelled and that she needed the ticketThe Customer Service Department at 1-800-EXPEDIA (1-800-397-3342) is available hours a day, seven days a weekAs Expedia was charged for the reservation in question, Expedia is unable to issue a refund or any additional compensationWe 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, Lisa S [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because:From the attachment 1, you can see that my reservation through the mobile app is just for KING SIZE bed! There is nothing mentioned that I booked for double beds!!2.I filed my complaints right during my stay for the problemsI really feel surprised that such a big hotel chain lied for that! I also filed the official complain to [redacted] after I came back which is showed in the attached [redacted] complaint fileI also attached a couple of pics to show the dirty bed sheet and seat in the roomDuring this trip, my right was violated several times and these two famous brands don't care about their customers at all! I am really disappointed and will tell any of my friends to stay away from them! Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: Expedia had no concern about the "customer" until Revdex.com got involved Otherwise I would still be getting the run-around As a result of their unconcern to resolve the issue, I have had to pay accumulated interest charges, long hours on the phone waiting for service that I never received; given information Customer service sucks.Sincerely, [redacted] ***
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 request for compensation due to a hotel cancellation issue Regrettably, we are unable to research this matter at this time, as Mr [redacted] did not provide us with an itinerary number from his booking and the email used in this complaint also does not return any past reservations We would be happy to look into this matter and attempt to understand what happened with his booking, but we will need the customer to supply the itinerary number, and if possible, the email used on the itinerary so we can locate the information 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
November 28, Revdex.com E.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 Mr [redacted] (Revdex.com case number [redacted] ) regarding a Our records reflect on August 27, the customer accessed Expedia.com and self-booked package Itinerary # [redacted] for flights from Los Angeles, CA to Bangkok, Thailand and a stay at LK The Empress Pataya Resort, Banglamung, Pattaya, Chonburi, THA to begin December 19, and returning January 3, He contacted Expedia requesting to extend his reservations by three days, returning January 1, The agent was able to extend the hotel, however the room type he originally booked was available, but the room view was not His view in the new room was overlooking the pool instead of the oceanThe customer was unhappy with the view change and demanded the original view be restored However, Expedia can only book what is available for the dates requestedThe customer then disputed the charge for his hotel, which, once the funds were recalled by his credit card, necessitated that the room be cancelled as it was no longer a paid reservation Expedia did not cancel his room in error, it was a result of his action, disputing the charge for the roomOnce a hotel is removed from a package booking, it cannot be added back to the itinerary However, we show that as a courtesy, the customer was advised that while Expedia did not have the view he wanted the hotel had the ocean view room in their stock and if he wished to book through them and would submit his receipt, Expedia, as a one-time courtesy would refund the room difference of $or we could re-book him a new Expedia Itinerary for the pool view room we had availability for Because of the number of disputes the customer has filed, we are advising that he contact our dispute department at 1-866-277-6662.to discuss any further options Once he has resolved the dispute issues, if he chooses, our agents may be able to assist if he needs further booking assistance At this time, we will not agree to compensation in this matter through this department 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] Corporate Customer Service
July 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 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 flight reservation We understand Ms [redacted] is requesting a refundOn July 21, 2016, we received receipt of the Revdex.com complaint Our records reflect on November 23, 2014, an agent assisted the customer booking a flight reservation for [redacted] and [redacted] Travel was on JetBlue Airlines, departing December 24, 2015, from Boston, Massachusetts to Dallas FtWorth; returning on December 28, 2015, from Dallas FtWorth to Boston, MassachusettsThe customer is stating they were advised of a flight credit, with a change fee of $per personThe customer is stating they have contacted Expedia to rebook using the flight credit; however the flight credit has not been rebooked Upon further researching this issue, we can confirm on December 16, 2015, the customer contacted Expedia to cancel the flight reservationExpedia advised the customer the tickets were nonrefundable; however would have a flight credit and a change fee of $per person In reviewing the customer’s account, we can confirm the customer contacted Expedia several times to cancel and rebook the flight creditOn September 14, 2015, the customer contacted Expedia to cancel the exchanged flight The flight credit was valid for year from the original issue date of November 23, 2014, when the customer contacted Expedia to cancel and rebookThe original issue date for itinerary number [redacted] was November 23, 2014, and would not change The customer had to complete the travel by November of Expedia contacted JetBlue Airlines on the customer’s behalf, they advised the flight credit has expired and are considered as lost value 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 JetBlue 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 itineraryWe hope the customer understands Expedia is not the merchant of record and cannot honor the request for the refund or any flight credit Since the tickets are lost value, Expedia considers this issue as closed and will no longer address this issue further We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Tier Customer Service
September 27, 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 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
May 8, 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 you Expedia is responding to the consumer complaint for [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation Our records indicate that on November 27, 2014, the customer self-booked a flight reservation using Expedia’s website; itinerary [redacted] Travel was with [redacted] Airlines from San Juan, Puerto Rico to Vieques, Puerto Rico, departing on January 11, 2015, and returning on January 18, The customer states he was advised by the airline that they did not receive Expedia’s payment for the ticket and he had to purchase a new ticket directly from themMr [redacted] is requesting a refund for the ticket purchased through Expedia We have verified the customer contacted Expedia several times regarding this issue; our representatives assisted by contacting the airlines and requesting that they give Expedia a waiver and open the ticket status in order for us to issue a refund 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 [redacted] Airlines was the merchant of record (the entity that received the funds and the company that charged the credit card)We hope you understand we must adhere to the policies dictated by the airlines On May 7, 2015, Expedia was able to reach the appropriate department of [redacted] Airlines and the ticket status was changed to “Open”, enabling us to process a refund A full refund in the amount of $was issued on May 8, 2015, back to the original form of paymentThe time it takes to post to the customer’s account depends on how quickly his credit card company processes refunds We regret Mr [redacted] experience was not as we would have hoped, and any subsequent inconvenience causedExpedia welcomes customer feedback in our ongoing effort to improve upon the customer experience 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 us Sincerely, [redacted] Tier Customer Service
August 24, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] (Revdex.com complaint # [redacted] .) We regret to hear Ms [redacted] did not accept our response and/or resolution offered Unfortunately we are not able to see or download the attachment submitted by the customerDuring our research we were able to see the same information Ms [redacted] stated she saw on the complaintWe do agree that the statement “free cancellation within hour” was provided to the customer during the booking path but the customer was also provided with the hotel’s full cancelation policy and advised the rate was non-refundable Expedia.com only acts as a third party travel agency that does not provide the services of hotel accommodations or flight travel therefore it must abide by the vendor’s terms and conditions related to their cancelation policies Expedia does not charge a fee for canceling or changing a hotel reservation unless it is stated on the vendor’s policiesExpedia can only advocate on a customer’s behalf with regards to a refund request for a non-refundable rate Expedia continues to stand by our original replyWe maintain that Ms [redacted] was advised the room was non-refundable and the hotel’s cancelation policy did not state it would be refunded if canceled within hours Again, 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] Tier Customer Service
September 21, 2016Revdex.comExpedia – Alaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: [redacted] Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Ms [redacted] did not accept our response and/or resolution offered.We apologize about the previous response and would like to clarify that after reviewing the customers step-by-step booking process we were able to verify that Ms [redacted] ’s was provided with the total of $925.14, just as it was confirmedAs Ms [redacted] continued to complete the booking and agreed to the price displayed we are able to verify that there was not an error caused by Expedia.As Expedia.com is visited by millions of people every day and works from a live inventory system, similar to airlinesExpedia.com makes every effort to update prices of our inventory published as often as possible as well as alert customers of any changes in price before payment is madeWhen published inventory is purchased, the price can change due to the constant changes of availabilityChanges can occur at any time during the booking processBased on the information provided above, we are unable to agree with Ms [redacted] , that any advertising was provided therefore no additional compensation will be provided for this matter.We thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Hayden J [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: Being that they are the third party and we trusted them to take care of us while we traveled, which we have for years if they are saying that this is [redacted] issue then they being the third party company that is booking our flight for us need to work with [redacted] to compensate us for both the additional tickets that we had to purchase because our flight was cancelled and not re booked the tickets we had to buy were $we also think that Expedia being the 3rd party that we booked our trip through should work with [redacted] to get us the refund for both the tickets and the roaming charges of $ Why do we use a third party to book our travel through I will tell you so you do not have to deal with situations like this, that is why I am going through the Revdex.com because if this situation is not resolved through both Expedia and [redacted] I would think that this should be a issue that other customer's can see They can see that Expedia does not stand by their customers they just try to blame other entities if this is the case then they both need to work together to get this situation resolved asap.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: there was nowhere during my purchase a hint or the information about that the ticket cannot be cancelledIt states on the Expedia homepage that Air Berlin tickets can be cancelled for a fee ranching from 150-USD.Sincerely, [redacted]
March 14, 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 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 Ms [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationOur records indicate on December 6, 2015, the customer self-booked a hotel reservation using the Expedia.com websiteAccommodations were at the Crystal Sands Condominiums by Wyndham Vacation Rentals from January 10, 2016, to January 14, We understand from the complaint, the customer is requesting a refundUpon receipt of the Revdex.com submission, we have verified on December 28, 2015, the customer contacted Expedia requesting a refund due to the customer cancelling her self-booked reservationThe assisting representative advised the customer at the time of booking, she had agreed to the hotel’s terms and conditions which also can be found on the face of her itinerary: Hotel rules and restrictions Property policies • We understand that sometimes plans fall throughWe do not charge a cancel or change feeWhen the hotel charges such fees in accordance with its own policies, the cost will be passed on to youCrystal Sands Condominiums by Wyndham Vacation Rentals charges the following cancellation and change feesCancellation or Change Policy • Cancellations or changes made before 4:PM (Central Standard Time (US & Canada)) on December 11, are subject to a hotel fee equal to the first night's rate plus taxes and fees• Cancellations or changes made after 4:PM (Central Standard Time (US & Canada)) on December 11, are subject to a hotel fee equal to 100% of the total amount paid for the reservationExpedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendorsWe do not have the authority to override or to change the hotel’s policiesHowever, the customer stated she was misadvised by the agent in regards to her refundAs a one-time courtesy, on March 14, 2016, Expedia processed a refund in the amount of $back to Ms [redacted] ***’s original form of paymentThe time it takes to post the refund to the customer’s account depends on how quickly her credit card company processes refundsWe 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, Lisa S [redacted] Tier Customer Service
September 15, 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 attentionHotwire 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 complaint # [redacted] ) regarding the possible content error encountered and refund request Our records show on July 4, 2016, Mr [redacted] self-booked a hotel reservation via booking number [redacted] in the amount of $1,We understand from Mr [redacted] ’s complaint, at the time of booking location of hotel provided online was incorrectMr [redacted] proceeded to call Expedia to resolve the issue but no proper resolution was providedThe customer is requesting a full refund for the amount paid due to site error Upon researching the customer’s complaint, we can confirm on September 8, when Mr [redacted] brought this matter to our attention, Expedia proceeded to advocate on the customer’s behalf by contacting the hotel regarding the refund requestThe hotel advised Expedia a refund of $1,could be given to the customer and they would charge a two night penalty based on the cancelation agreed upon by the customer at the time of booking Expedia makes every effort to ensure that our customers have a clear understanding of their selections related with the travel items they are purchasingWe provide selection details such as the full address of the hotel and a map location on several pages before payment can be made As a one-time courtesy, Expedia processed a refund of $back to the original form of paymentAs a refund has been given to the customer and 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] Tier Customer Service
October 4, 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 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 flight reservation We understand Mr [redacted] is requesting a refundOn September 27, 2016, we received receipt of the Revdex.com complaint Our records reflect on July 7, 2016, the customer self-booked a flight reservationTravel is on [redacted] Airlines, departing October 20, 2016, from New York to Medellin, Colombia; returning on October 24, 2016, from Medellin, Colombia to New YorkThe customer is stating they received an email from Expedia regarding the customer’s flight seats Upon further researching this matter, we can confirm on January 8, 2016, the customer contacted Expedia via email regarding their flight seatsExpedia advised the customer the flight is confirmed; however the customer would need to confirm the seat with the airline In reviewing the customer’s account the flight is active for October 20, 2016, with seat number 18C We regret any inconvenience that may have occurred and would like to assure you that your business is important to us [redacted] Airlines is 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 We hope the customer understandsExpedia cannot honor the request for the refund or any compensation Expedia 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] Tier Customer Service
December 7, 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 October 29, 2016, Ms [redacted] booked a two-night stay at the Super Dubuque from November 4, 2016, through November 6, We understand from Ms***’s complaint that she overheard a guest receive a quote from the hotel that was more than what she paidAs a result, she feels that Expedia should adjust the rate that she paid for the booking The rate disclosed to Ms [redacted] by Super is what we call a Net RateIn order for Expedia to offer the discounted prices on our website we purchase hotel rooms in bulk, a minimum of one year in advance at a contracted rateAfter we purchase the rooms the hotel has the option of modifying their rates as they wish to match their inventoryThis is something we have no control overBecause of our contract with the hotel we are required to charge the amount reflecting on our website at the time of purchase 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
August 25, 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 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 Ms [redacted] (Revdex.com ID number [redacted] ) regarding a package reservationOur records indicate on March 15, 2016, the customer self-booked a package reservation which included flight, hotel and travel insurance through the Expedia.com websiteTravel was with United Airlines and accommodations were at the Coco Beach Resort from July 4, 2016, to July 12, We understand from the complaint the customer is requesting a refund due to no direct ocean swimming accessAs Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choiceEach airline has its own specific set of policies and procedures as does each ticket purchasedUnited 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)We hope you understand that we must adhere to the policies dictated by the airline in regards to cancellations and refundsUpon receipt of the Revdex.com submission, we were able to verify on July 4, 2016, the customer contacted Expedia requesting to cancel the remainder of her stayThe assisting representative advised the customer that according to the airline’s terms and agreements which Ms [redacted] agreed to at the time of booking, the flights were non-refundableThe customer was advised they would retain an airline credit for the adult tickets for travel completed one year from the original booking date, however the children’s tickets would be of loss valueAt that time the assisting representative contacted the hotel on the customer’s behalf and requested the hotel waive the penalty which Ms [redacted] agreed to at the time of booking: • Cancellations or changes made after cheon July 4, are subject to a hotel fee equal to 100% of the total amount paid for the reservation The hotel agreed to cancel and waive the penaltyThe customer chose to change her destination to Cancun, MexicoIn addition, at the time of booking on the Expedia website, Ms [redacted] agreed to our Terms of Use, which expressly provide as follows: The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia AffiliatesThe Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there fromThe Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authorityExpedia must abide by the terms and conditions agreed to at the time of booking, and as a result, Expedia is unable to issue a refund as requestedWe 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, Lisa S [redacted] Tier Customer Service
July 24, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from Ms [redacted] *** We regret to hear of Ms [redacted] further dissatisfaction with our correspondence Expedia strives to provide the highest level of customer service, and we are sorry Ms [redacted] experience did not live up to that expectationWe regret we were unable to resolve her issue immediately during her first call, and that the service she received was less than satisfactoryExpedia has reviewed our representatives’ cases mentioned in Ms [redacted] comment and we will ensure the representatives she spoke with will be coached appropriatelyWe have provided her comments to our management team in an effort to improve Expedia’s overall customer experience, processes, and additional agent training with respect to proper call management and system procedures 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 us Sincerely, Lidiya N [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: I have stopped receiving promotional emails, however I continue to receive account statement emails which I do not want to receive I cannot find any way to turn off these emails I have explained this to you multiple times The subject of the last such email was "Your January statement is ready" Please stop sending me account update emails Sincerely, [redacted]
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 meHowever I still believe that Expedia should have resolved the issue much earlier than the did and without the need to involve the Revdex.comI am grateful to you (Revdex.com) for your assistance in this matter and wish you every success in the future Sincerely, [redacted]
September 14, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Ms [redacted] We regret to hear she did not accept our response and /or resolution offeredExpedia, Incis responding to the consumer complaint from Ms [redacted] (Revdex.com ID number [redacted] ) regarding a package reservationAs stated prior, Expedia.com does not own or operate any hotels, and we do not set any hotel policiesThe customer chose the dates, destination, airlines, and hotel of her choiceIn regards to the cancellation, Expedia was able to pull the phone call on August 24, 2016, where the customer changed her hotel stay from two rooms to one room and received a refund in the amount of $The customer was also given a $Travel Coupon for any inconvenience due to the length of the phone callAt that time the customer requested the assisting representative cancel the flight for AndreaOn August 25, 2016, the customer contacted Expedia and stated she never authorized the ticket to be cancelled and that she needed the ticketThe Customer Service Department at 1-800-EXPEDIA (1-800-397-3342) is available hours a day, seven days a weekAs Expedia was charged for the reservation in question, Expedia is unable to issue a refund or any additional compensationWe 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, Lisa S [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because:From the attachment 1, you can see that my reservation through the mobile app is just for KING SIZE bed! There is nothing mentioned that I booked for double beds!!2.I filed my complaints right during my stay for the problemsI really feel surprised that such a big hotel chain lied for that! I also filed the official complain to [redacted] after I came back which is showed in the attached [redacted] complaint fileI also attached a couple of pics to show the dirty bed sheet and seat in the roomDuring this trip, my right was violated several times and these two famous brands don't care about their customers at all! I am really disappointed and will tell any of my friends to stay away from them! Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: Expedia had no concern about the "customer" until Revdex.com got involved Otherwise I would still be getting the run-around As a result of their unconcern to resolve the issue, I have had to pay accumulated interest charges, long hours on the phone waiting for service that I never received; given information Customer service sucks.Sincerely, [redacted] ***
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 request for compensation due to a hotel cancellation issue Regrettably, we are unable to research this matter at this time, as Mr [redacted] did not provide us with an itinerary number from his booking and the email used in this complaint also does not return any past reservations We would be happy to look into this matter and attempt to understand what happened with his booking, but we will need the customer to supply the itinerary number, and if possible, the email used on the itinerary so we can locate the information 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
November 28, Revdex.com E.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 Mr [redacted] (Revdex.com case number [redacted] ) regarding a Our records reflect on August 27, the customer accessed Expedia.com and self-booked package Itinerary # [redacted] for flights from Los Angeles, CA to Bangkok, Thailand and a stay at LK The Empress Pataya Resort, Banglamung, Pattaya, Chonburi, THA to begin December 19, and returning January 3, He contacted Expedia requesting to extend his reservations by three days, returning January 1, The agent was able to extend the hotel, however the room type he originally booked was available, but the room view was not His view in the new room was overlooking the pool instead of the oceanThe customer was unhappy with the view change and demanded the original view be restored However, Expedia can only book what is available for the dates requestedThe customer then disputed the charge for his hotel, which, once the funds were recalled by his credit card, necessitated that the room be cancelled as it was no longer a paid reservation Expedia did not cancel his room in error, it was a result of his action, disputing the charge for the roomOnce a hotel is removed from a package booking, it cannot be added back to the itinerary However, we show that as a courtesy, the customer was advised that while Expedia did not have the view he wanted the hotel had the ocean view room in their stock and if he wished to book through them and would submit his receipt, Expedia, as a one-time courtesy would refund the room difference of $or we could re-book him a new Expedia Itinerary for the pool view room we had availability for Because of the number of disputes the customer has filed, we are advising that he contact our dispute department at 1-866-277-6662.to discuss any further options Once he has resolved the dispute issues, if he chooses, our agents may be able to assist if he needs further booking assistance At this time, we will not agree to compensation in this matter through this department 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] Corporate Customer Service
July 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 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 flight reservation We understand Ms [redacted] is requesting a refundOn July 21, 2016, we received receipt of the Revdex.com complaint Our records reflect on November 23, 2014, an agent assisted the customer booking a flight reservation for [redacted] and [redacted] Travel was on JetBlue Airlines, departing December 24, 2015, from Boston, Massachusetts to Dallas FtWorth; returning on December 28, 2015, from Dallas FtWorth to Boston, MassachusettsThe customer is stating they were advised of a flight credit, with a change fee of $per personThe customer is stating they have contacted Expedia to rebook using the flight credit; however the flight credit has not been rebooked Upon further researching this issue, we can confirm on December 16, 2015, the customer contacted Expedia to cancel the flight reservationExpedia advised the customer the tickets were nonrefundable; however would have a flight credit and a change fee of $per person In reviewing the customer’s account, we can confirm the customer contacted Expedia several times to cancel and rebook the flight creditOn September 14, 2015, the customer contacted Expedia to cancel the exchanged flight The flight credit was valid for year from the original issue date of November 23, 2014, when the customer contacted Expedia to cancel and rebookThe original issue date for itinerary number [redacted] was November 23, 2014, and would not change The customer had to complete the travel by November of Expedia contacted JetBlue Airlines on the customer’s behalf, they advised the flight credit has expired and are considered as lost value 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 JetBlue 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 itineraryWe hope the customer understands Expedia is not the merchant of record and cannot honor the request for the refund or any flight credit Since the tickets are lost value, Expedia considers this issue as closed and will no longer address this issue further We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Tier Customer Service
September 27, 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 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
May 8, 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 you Expedia is responding to the consumer complaint for [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation Our records indicate that on November 27, 2014, the customer self-booked a flight reservation using Expedia’s website; itinerary [redacted] Travel was with [redacted] Airlines from San Juan, Puerto Rico to Vieques, Puerto Rico, departing on January 11, 2015, and returning on January 18, The customer states he was advised by the airline that they did not receive Expedia’s payment for the ticket and he had to purchase a new ticket directly from themMr [redacted] is requesting a refund for the ticket purchased through Expedia We have verified the customer contacted Expedia several times regarding this issue; our representatives assisted by contacting the airlines and requesting that they give Expedia a waiver and open the ticket status in order for us to issue a refund 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 [redacted] Airlines was the merchant of record (the entity that received the funds and the company that charged the credit card)We hope you understand we must adhere to the policies dictated by the airlines On May 7, 2015, Expedia was able to reach the appropriate department of [redacted] Airlines and the ticket status was changed to “Open”, enabling us to process a refund A full refund in the amount of $was issued on May 8, 2015, back to the original form of paymentThe time it takes to post to the customer’s account depends on how quickly his credit card company processes refunds We regret Mr [redacted] experience was not as we would have hoped, and any subsequent inconvenience causedExpedia welcomes customer feedback in our ongoing effort to improve upon the customer experience 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 us Sincerely, [redacted] Tier Customer Service
August 24, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] (Revdex.com complaint # [redacted] .) We regret to hear Ms [redacted] did not accept our response and/or resolution offered Unfortunately we are not able to see or download the attachment submitted by the customerDuring our research we were able to see the same information Ms [redacted] stated she saw on the complaintWe do agree that the statement “free cancellation within hour” was provided to the customer during the booking path but the customer was also provided with the hotel’s full cancelation policy and advised the rate was non-refundable Expedia.com only acts as a third party travel agency that does not provide the services of hotel accommodations or flight travel therefore it must abide by the vendor’s terms and conditions related to their cancelation policies Expedia does not charge a fee for canceling or changing a hotel reservation unless it is stated on the vendor’s policiesExpedia can only advocate on a customer’s behalf with regards to a refund request for a non-refundable rate Expedia continues to stand by our original replyWe maintain that Ms [redacted] was advised the room was non-refundable and the hotel’s cancelation policy did not state it would be refunded if canceled within hours Again, 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] Tier Customer Service
September 21, 2016Revdex.comExpedia – Alaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: [redacted] Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Ms [redacted] did not accept our response and/or resolution offered.We apologize about the previous response and would like to clarify that after reviewing the customers step-by-step booking process we were able to verify that Ms [redacted] ’s was provided with the total of $925.14, just as it was confirmedAs Ms [redacted] continued to complete the booking and agreed to the price displayed we are able to verify that there was not an error caused by Expedia.As Expedia.com is visited by millions of people every day and works from a live inventory system, similar to airlinesExpedia.com makes every effort to update prices of our inventory published as often as possible as well as alert customers of any changes in price before payment is madeWhen published inventory is purchased, the price can change due to the constant changes of availabilityChanges can occur at any time during the booking processBased on the information provided above, we are unable to agree with Ms [redacted] , that any advertising was provided therefore no additional compensation will be provided for this matter.We thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Hayden J [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: Being that they are the third party and we trusted them to take care of us while we traveled, which we have for years if they are saying that this is [redacted] issue then they being the third party company that is booking our flight for us need to work with [redacted] to compensate us for both the additional tickets that we had to purchase because our flight was cancelled and not re booked the tickets we had to buy were $we also think that Expedia being the 3rd party that we booked our trip through should work with [redacted] to get us the refund for both the tickets and the roaming charges of $ Why do we use a third party to book our travel through I will tell you so you do not have to deal with situations like this, that is why I am going through the Revdex.com because if this situation is not resolved through both Expedia and [redacted] I would think that this should be a issue that other customer's can see They can see that Expedia does not stand by their customers they just try to blame other entities if this is the case then they both need to work together to get this situation resolved asap.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: there was nowhere during my purchase a hint or the information about that the ticket cannot be cancelledIt states on the Expedia homepage that Air Berlin tickets can be cancelled for a fee ranching from 150-USD.Sincerely, [redacted]
March 14, 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 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 Ms [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationOur records indicate on December 6, 2015, the customer self-booked a hotel reservation using the Expedia.com websiteAccommodations were at the Crystal Sands Condominiums by Wyndham Vacation Rentals from January 10, 2016, to January 14, We understand from the complaint, the customer is requesting a refundUpon receipt of the Revdex.com submission, we have verified on December 28, 2015, the customer contacted Expedia requesting a refund due to the customer cancelling her self-booked reservationThe assisting representative advised the customer at the time of booking, she had agreed to the hotel’s terms and conditions which also can be found on the face of her itinerary: Hotel rules and restrictions Property policies • We understand that sometimes plans fall throughWe do not charge a cancel or change feeWhen the hotel charges such fees in accordance with its own policies, the cost will be passed on to youCrystal Sands Condominiums by Wyndham Vacation Rentals charges the following cancellation and change feesCancellation or Change Policy • Cancellations or changes made before 4:PM (Central Standard Time (US & Canada)) on December 11, are subject to a hotel fee equal to the first night's rate plus taxes and fees• Cancellations or changes made after 4:PM (Central Standard Time (US & Canada)) on December 11, are subject to a hotel fee equal to 100% of the total amount paid for the reservationExpedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendorsWe do not have the authority to override or to change the hotel’s policiesHowever, the customer stated she was misadvised by the agent in regards to her refundAs a one-time courtesy, on March 14, 2016, Expedia processed a refund in the amount of $back to Ms [redacted] ***’s original form of paymentThe time it takes to post the refund to the customer’s account depends on how quickly her credit card company processes refundsWe 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, Lisa S [redacted] Tier Customer Service