Revdex.com April 22, 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.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 attention Expedia.com is 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 package booking We understand Mr [redacted] is currently requesting a refund of $2,054.85USDThe customer stated on March 17, 2016, he contacted Expedia.com customer service and requested the cancelation of the entire booking Per Mr [redacted] , he was advised by our agent he would receive a confirmation of the hotel cancelation within to hours, in addition to a refund The customer claims, he has contacted Expedia.com several times to follow up on the refund he was promised; however, no resolution has been provided by Expedia.comOn April 04, 2016, we received receipt of the Revdex.com complaint On March 16, 2016, the customer self-booked a refundable package reservation via Expedia.com, itinerary [redacted] and [redacted] with United Airlines and Riu Palace Cabo San Lucas All Inclusive The flight departure was on March 19, 2016, and the return was on March 26, The hotel chewas on March 26, 2016, and the check-out was on March 26, (Package - Flight $407.61USD + hotel $2,054.85USD - Total Amount $2,262.46USD) Our records indicate on March 17, 2016, the customer contacted the Expedia.com customer service department to cancel the entire booking Our agent was able to void the flight portion avoiding charges from the carrier, but as the hotel was inside penalty; the agent advised the customer he was able to process a refund applying the hotel penalty of one night plus taxes As the customer declined the resolution and requested a full refund of the hotel, our agent contacted the hotel to request a waiver for the cancelation penalty The hotel advised, Expedia.com had to request the waiver via e-mail The agent advised customer he would send an e-mail to the vendor requesting a full refund approval, and assured the customer, the booking was canceled The customer accepted the resolution From March 29, 2016, to April 19, 2016, we verified Mr [redacted] contacted Expedia.com customer service to follow up on the case The case was escalated to our corporate office The customer was provided incorrect information by one of our agents, who denied the customer the refund In reviewing the customer’s account, we have confirmed there was a service error on the cancelation of Mr [redacted] ’s hotel booking Per the hotel terms and conditions, which were accepted by the customer at the time of the purchase, cancelations or changes made after 11:PM local hotel time, Wednesday, March 16, were subjected to a hotel fee equal to night(s) plus taxes and fees Expedia has honored Mr [redacted] ’s request and processed a refund of $2,054.85USD, and will also add to customer’s account a $100.00USD travel coupon for a future hotel reservationThe refund will reflect on the customer’s original form of payment within 3-business days Expedia is committed to providing an excellent standard of service to our customers However, there are times when we are unable to reach all of their expectations We apologize that the customer service Mr [redacted] has received did not reflect thisThe feedback that Mr [redacted] has provided to us will be helpful in looking at our customer service and gauging our customer’s satisfaction and perceptions For your assurance, we are forwarding this to the appropriate department to take into consideration in our continuous effort to provide better service to our customers 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, Misleide B [redacted] Tier Customer Service
August 28, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear 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.Expedia is responding to the consumer complaint from [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 website.Again, 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,Tier 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 meSincerely, [redacted]
Revdex.com May 03, 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.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 attention Expedia.com is 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 package booking We understand Ms [redacted] is currently requesting a refund of $246.20USD, as the customer stated she had an unsatisfactory experience while booking her reservations via Expedia.com websitePer the customer she contacted the hotel to confirm the room had a full kitchen, but the customer was advised by the hotel the room type she had reserved did not have a full kitchen as stated on Expedia.com website According to Ms [redacted] ***, she contacted Expedia.com customer service to correct the booking, she asked to speak to a supervisor who made the upgrade and charged the customer the $246.20USD, but the issue is that the customer cannot travel on the dates bookedOn April 14, 2016, we received receipt of the Revdex.com complaint On April 01, 2016, Ms [redacted] contacted Expedia.com customer service via phone to booked a package reservation for [redacted] and [redacted] ***, itinerary [redacted] and PNR [redacted] with JetBlue Airways and Westgate Vacation Villas Resort & SpaDeparture was on April 15, 2016, from New York to OrlandoReturn flight was on April 21, 2016, from Orlando to New YorkThe hotel chewas on April 16, 2016, and check-out was on April 21, (Package - Flight $527.98USD + Hotel $849.28USD = Total amount $1,377.26USD) Our records indicate on April 04, 2016, the customer contacted Expedia.com customer service to complain about the room type reservedThe agent contacted the hotel to reconfirm the room amenities, and verified there was a content error on Expedia.com website, which stated the room reserved had a full kitchen, but the room reserved actually included a basic kitchenOur agent advised the customer they would have to upgrade the original room in order to correct room type, and Expedia.com would refund the difference in rateAs Ms [redacted] accepted the resolution, the agent processed the upgrade correcting the room typeThe customer was charged a total of $246.20USD due the difference in rate, and Expedia processed a refund of the $246.20USD regarding the difference in rate From April 11, to April 20, 2016, we can confirm Ms [redacted] contacted Expedia to exchange the flights and change the hotel datesAs Expedia 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 vendors Each hotel and airline have their own specific set of policies and procedures as does each reservation purchased JetBlue Airways and Westgate Vacation Villas Resort & Spa were the validating carrier / service providers and merchants of record (the entities that received your funds and the company charging the customer’s credit card); per the vendors policies Expedia.com agents advised the customer in order to change the booking dates, the customer would be responsible to pay any difference regarding the hotel rate, in addition to the airline change fee plus any difference in fare, but the customer did not the resolution provided and insisted she wanted to change her reservation at no cost In reviewing the customer’s account, we have confirmed on April 5, Expedia.com honored the customer request, and processed the refund of $246.20USDThe refund will reflect on the customer’s original form of payment within 3-business days Expedia is committed to providing an excellent standard of service to our customers There are times when we are unable to reach all of their expectations We apologize that the booking experience Ms [redacted] did not reflect thisThe feedback that Ms [redacted] has provided to us will be helpful in looking at our customer service and gauging our customer’s satisfaction and perceptions For your assurance, we are forwarding this to the appropriate department to take into consideration in our continuous effort to provide better service to our customers 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, Agent Name Tier 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 mePlease refund the $and I will be sure not to do business with Expedia in the future.Sincerely, [redacted]
June 7, 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
February 16, Revdex.com Alaska, Oregon, & Western Washington Complaint Department Re: Vacations by Marriott Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Vacations by Marriott 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 Vacations by Marriott is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Vacations by Marriott is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a package reservation We understand Ms [redacted] is requesting a breakdown of the chargesOn February 11, 2017, we received receipt of the Revdex.com complaint Our records reflect on February 10, 2017, the customer self-booked a package reservation for [redacted] and [redacted] Travel is on Seaborne Airlines, departing May 20, 2017, from Birmingham, Alabama to Christiansted, Virgin Island with Delta Airlines; and returning on May 26, 2017, from Christiansted, Virgin Island to Birmingham, AlabamaThe package includes a hotel stay at the Renaissance StCroix Carambola Beach Resort & SpaThe package includes the Package Protection Plan, via itinerary number [redacted] The customer is stating they are being charged a higher amount than what was quoted online In reviewing the customer’s account due to the type of fare that the customer purchased we are unable to provide the customer with the breakdown of the charges for each booking The customer can view their billing statement to determine what the airline charged for the flight portion of the reservationThe customer can then divided the number nights for the hotel booked That would provide the customer with the total amount charged with taxes and fees for the hotelThe customer can use the emailed confirmation that was sent on February 10, During the booking and checkout path on our website, it did disclose the base fare along with the taxes and fees for each reservationWe sincerely regret that we are unable to offer a more satisfactory response or resolution to your concernHowever, we know that there are some instances when policies associated with the bookings will not allow for a resolution that is more favorable to our customers 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 I just set up a permanent Expedia account with the email [redacted] This is a new account because I have always booked as a guest in the past Please let me know if you need anything else.Sincerely, [redacted]
July 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 June 17, 2016, Ms [redacted] booked two itinerariesThe first was a roundtrip flight for [redacted] traveling from June 28, 2016, through July 10, The other was for [redacted] traveling June 29, 0216, through July 3, We have confirmed the flights were purchased by the customer or an authorized user on the account, on Expedia’s website, without the assistance of an Expedia representative We understand from Ms [redacted] her son’s flight from a different itinerary not booked with Expedia was delayed, causing her to have to book another flight for him the following dayShe is requesting a refund for the Expedia bookingShe also mentioned receiving conflicting information from Expedia We have reviewed the complaint submitted By Ms [redacted] and it is clear that the issue began with a flight delay that was not related to an Expedia bookingThe tickets purchased by Ms [redacted] are non-refundable; however, if Mr [redacted] was unable to use his flights, he will be able to use an airline credit from South African AirwaysThe credit is available for up to a year from the date of purchaseThe airline requires a rebooking fee of $when the credit is used We see no activity within the account from the date of purchase and no errors by Expedia that would allow us to refund this booking 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 5, 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 case number [redacted] ) regarding a recent reservationThe information provided in the customer’s comment was not linked to an account or itineraryAt this time we are requesting the customer please provide an itinerary number and the email address used to make the reservationThe customer may submit the information through the complaint submission on the Revdex.com websiteIn addition, we are requesting the customer state if they were attempting to utilize a coupon regarding the points she claimed were incorrectThis information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist furtherWe 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] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because:The Expedia website is still advertising that this hotel has an indoor pool, which is falseI contacted Expedia several times by e-mail to alert them that this information was false, but each time they insisted that this hotel has a pool that is free to use for guestsI was told to contact them by phone, but I was put on hold for over half an hour and could not reach anybodyI tried twice more with the same resultsThe [redacted] next door to the hotel does have a pool, however the hotel does notFurthermore, the [redacted] does charge hotel guests each day that they use the poolIt's unfair for a hotel to advertise that they have a pool just because the [redacted] nearby has a poolBy that logic any hotel could claim that they have a poolIt is understandable that Expedia relies on information provided by the hotel in their advertising, however they continue to advertise this even after I have informed them several times that this information is and even after their own research has confirmed that the information is falseThis hotel does not have a pool and Expedia knows that, so why are they continuing to advertise it as such?Furthermore, I wrote a review for this hotel where I informed potential customers that this hotel does not have a pool and the review was rejected with no explanationAfter confirming that the review did not violate Expedia's review policies, I contacted customer service to ask why the review was rejectedI did not receive a responseI tried re-submitting the review twice more and again it was rejected with no explanation and no response from customer serviceNot only is Expedia advertising falsely, they are blocking me from alerting other potential customers to this information.Sincerely, [redacted] ***
April 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, 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 We understand from Mrs***’s complaint that she attempted to book flights for she and her husbandShe stated that the screen froze for a couple of minutes during her purchase then a message appeared that the price had increasedMrs [redacted] says that she ended the session and booked elsewhere only to discover days later that Expedia charged for the ticketsMrs [redacted] is requesting a refund of $679.00, which is what she says Expedia charged for the flights After review, we contacted Mrs [redacted] by phone to get more informationShe informed us that her husband contacted our office recently and was able to reach a satisfactory resolution with Expedia representativesAs such, the matter is considered resolved 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
November 15, 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 November 11, 2016, Ms [redacted] booked a four night stay at the [redacted] from January 3, 2017, through January 7, We understand from Mr [redacted] ’s complaint that she submitted a price match request under our Best Price Guarantee Promotion(When a customer finds a lower rate online for the same trip they booked with us we will refund the differenceSome claims also qualify for a $coupon for future travel) We understand from Ms [redacted] that based on the results of her request, she has canceled her booking and booked with a different providerShe explained that Expedia did not properly compare the two bookings and should have honored the price match requestWe regret any misunderstanding in regards to Ms [redacted] requestAs the booking has now been canceled, we are unable to consider a price matchHowever; because we value Ms [redacted] as a customer and regret the experience she reports, we have already undertaken an exception to resolve her complaintAs an offer of goodwill, we would like to offer 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 PackageThis coupon is available within the customer’s account for immediate use and is valid for one year from the date of issueWe hope that Ms [redacted] will allow us the opportunity to improve upon your experience in the future 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
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 meSincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because it should not take even more time to investigate this matterI have spent hours on the phone, being transferred and continuously placed on hold I feel Expedia does not respect my time, so I turn so not respect thier request for more time.Sincerely, [redacted] ***
June 15, 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
January 31, Revdex.com Expedia – DuPont, WA Complaint Department Re: Expedia Case #: O- 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 refund of parking fees Our records indicate that on November 13, 2016, Mr [redacted] or an authorized user of his account, booked a two night stay online via Expedia.com at the Sheraton Kona Resort & Spa at Keauhou Bay, checking in on November 25, 2016, and checking out on November 27, 2016, via itinerary [redacted] We understand from Mr [redacted] complaint that he claims that he was not aware that he would be charged ad additional fee of $for parkingMr [redacted] also claims that per his itinerary he was charged a resort fee in the amount of $which included self- parking Upon receipt of Mr [redacted] complaint, we investigated the issues which were brought to our attentionWe are pleased to confirm that as a one-time courtesy, Travelocity processed a refund in the amount of $on January 31, 2017, back to the original form of paymentThe time it takes to receive said refund will depend on Mr [redacted] credit card company or banking institutionWe ask that Mr [redacted] , please allow at least two billing cycles Again, 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, LaToya J [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because:I did indeed PAY TWICE I paid Expedia $AND [redacted] $225.88.SEE THE ATTACHED Paypal.com and American Express Statements.The manager has not told the truth onceLook at the facts in the attachments Sincerely, [redacted] Attachments redacted by Revdex.com staf*
November 24, 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] B [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
March 1, 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 reservationAs 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
Revdex.com April 22, 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.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 attention Expedia.com is 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 package booking We understand Mr [redacted] is currently requesting a refund of $2,054.85USDThe customer stated on March 17, 2016, he contacted Expedia.com customer service and requested the cancelation of the entire booking Per Mr [redacted] , he was advised by our agent he would receive a confirmation of the hotel cancelation within to hours, in addition to a refund The customer claims, he has contacted Expedia.com several times to follow up on the refund he was promised; however, no resolution has been provided by Expedia.comOn April 04, 2016, we received receipt of the Revdex.com complaint On March 16, 2016, the customer self-booked a refundable package reservation via Expedia.com, itinerary [redacted] and [redacted] with United Airlines and Riu Palace Cabo San Lucas All Inclusive The flight departure was on March 19, 2016, and the return was on March 26, The hotel chewas on March 26, 2016, and the check-out was on March 26, (Package - Flight $407.61USD + hotel $2,054.85USD - Total Amount $2,262.46USD) Our records indicate on March 17, 2016, the customer contacted the Expedia.com customer service department to cancel the entire booking Our agent was able to void the flight portion avoiding charges from the carrier, but as the hotel was inside penalty; the agent advised the customer he was able to process a refund applying the hotel penalty of one night plus taxes As the customer declined the resolution and requested a full refund of the hotel, our agent contacted the hotel to request a waiver for the cancelation penalty The hotel advised, Expedia.com had to request the waiver via e-mail The agent advised customer he would send an e-mail to the vendor requesting a full refund approval, and assured the customer, the booking was canceled The customer accepted the resolution From March 29, 2016, to April 19, 2016, we verified Mr [redacted] contacted Expedia.com customer service to follow up on the case The case was escalated to our corporate office The customer was provided incorrect information by one of our agents, who denied the customer the refund In reviewing the customer’s account, we have confirmed there was a service error on the cancelation of Mr [redacted] ’s hotel booking Per the hotel terms and conditions, which were accepted by the customer at the time of the purchase, cancelations or changes made after 11:PM local hotel time, Wednesday, March 16, were subjected to a hotel fee equal to night(s) plus taxes and fees Expedia has honored Mr [redacted] ’s request and processed a refund of $2,054.85USD, and will also add to customer’s account a $100.00USD travel coupon for a future hotel reservationThe refund will reflect on the customer’s original form of payment within 3-business days Expedia is committed to providing an excellent standard of service to our customers However, there are times when we are unable to reach all of their expectations We apologize that the customer service Mr [redacted] has received did not reflect thisThe feedback that Mr [redacted] has provided to us will be helpful in looking at our customer service and gauging our customer’s satisfaction and perceptions For your assurance, we are forwarding this to the appropriate department to take into consideration in our continuous effort to provide better service to our customers 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, Misleide B [redacted] Tier Customer Service
August 28, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear 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.Expedia is responding to the consumer complaint from [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 website.Again, 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,Tier 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 meSincerely, [redacted]
Revdex.com May 03, 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.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 attention Expedia.com is 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 package booking We understand Ms [redacted] is currently requesting a refund of $246.20USD, as the customer stated she had an unsatisfactory experience while booking her reservations via Expedia.com websitePer the customer she contacted the hotel to confirm the room had a full kitchen, but the customer was advised by the hotel the room type she had reserved did not have a full kitchen as stated on Expedia.com website According to Ms [redacted] ***, she contacted Expedia.com customer service to correct the booking, she asked to speak to a supervisor who made the upgrade and charged the customer the $246.20USD, but the issue is that the customer cannot travel on the dates bookedOn April 14, 2016, we received receipt of the Revdex.com complaint On April 01, 2016, Ms [redacted] contacted Expedia.com customer service via phone to booked a package reservation for [redacted] and [redacted] ***, itinerary [redacted] and PNR [redacted] with JetBlue Airways and Westgate Vacation Villas Resort & SpaDeparture was on April 15, 2016, from New York to OrlandoReturn flight was on April 21, 2016, from Orlando to New YorkThe hotel chewas on April 16, 2016, and check-out was on April 21, (Package - Flight $527.98USD + Hotel $849.28USD = Total amount $1,377.26USD) Our records indicate on April 04, 2016, the customer contacted Expedia.com customer service to complain about the room type reservedThe agent contacted the hotel to reconfirm the room amenities, and verified there was a content error on Expedia.com website, which stated the room reserved had a full kitchen, but the room reserved actually included a basic kitchenOur agent advised the customer they would have to upgrade the original room in order to correct room type, and Expedia.com would refund the difference in rateAs Ms [redacted] accepted the resolution, the agent processed the upgrade correcting the room typeThe customer was charged a total of $246.20USD due the difference in rate, and Expedia processed a refund of the $246.20USD regarding the difference in rate From April 11, to April 20, 2016, we can confirm Ms [redacted] contacted Expedia to exchange the flights and change the hotel datesAs Expedia 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 vendors Each hotel and airline have their own specific set of policies and procedures as does each reservation purchased JetBlue Airways and Westgate Vacation Villas Resort & Spa were the validating carrier / service providers and merchants of record (the entities that received your funds and the company charging the customer’s credit card); per the vendors policies Expedia.com agents advised the customer in order to change the booking dates, the customer would be responsible to pay any difference regarding the hotel rate, in addition to the airline change fee plus any difference in fare, but the customer did not the resolution provided and insisted she wanted to change her reservation at no cost In reviewing the customer’s account, we have confirmed on April 5, Expedia.com honored the customer request, and processed the refund of $246.20USDThe refund will reflect on the customer’s original form of payment within 3-business days Expedia is committed to providing an excellent standard of service to our customers There are times when we are unable to reach all of their expectations We apologize that the booking experience Ms [redacted] did not reflect thisThe feedback that Ms [redacted] has provided to us will be helpful in looking at our customer service and gauging our customer’s satisfaction and perceptions For your assurance, we are forwarding this to the appropriate department to take into consideration in our continuous effort to provide better service to our customers 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, Agent Name Tier 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 mePlease refund the $and I will be sure not to do business with Expedia in the future.Sincerely, [redacted]
June 7, 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
February 16, Revdex.com Alaska, Oregon, & Western Washington Complaint Department Re: Vacations by Marriott Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Vacations by Marriott 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 Vacations by Marriott is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Vacations by Marriott is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a package reservation We understand Ms [redacted] is requesting a breakdown of the chargesOn February 11, 2017, we received receipt of the Revdex.com complaint Our records reflect on February 10, 2017, the customer self-booked a package reservation for [redacted] and [redacted] Travel is on Seaborne Airlines, departing May 20, 2017, from Birmingham, Alabama to Christiansted, Virgin Island with Delta Airlines; and returning on May 26, 2017, from Christiansted, Virgin Island to Birmingham, AlabamaThe package includes a hotel stay at the Renaissance StCroix Carambola Beach Resort & SpaThe package includes the Package Protection Plan, via itinerary number [redacted] The customer is stating they are being charged a higher amount than what was quoted online In reviewing the customer’s account due to the type of fare that the customer purchased we are unable to provide the customer with the breakdown of the charges for each booking The customer can view their billing statement to determine what the airline charged for the flight portion of the reservationThe customer can then divided the number nights for the hotel booked That would provide the customer with the total amount charged with taxes and fees for the hotelThe customer can use the emailed confirmation that was sent on February 10, During the booking and checkout path on our website, it did disclose the base fare along with the taxes and fees for each reservationWe sincerely regret that we are unable to offer a more satisfactory response or resolution to your concernHowever, we know that there are some instances when policies associated with the bookings will not allow for a resolution that is more favorable to our customers 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 I just set up a permanent Expedia account with the email [redacted] This is a new account because I have always booked as a guest in the past Please let me know if you need anything else.Sincerely, [redacted]
July 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 June 17, 2016, Ms [redacted] booked two itinerariesThe first was a roundtrip flight for [redacted] traveling from June 28, 2016, through July 10, The other was for [redacted] traveling June 29, 0216, through July 3, We have confirmed the flights were purchased by the customer or an authorized user on the account, on Expedia’s website, without the assistance of an Expedia representative We understand from Ms [redacted] her son’s flight from a different itinerary not booked with Expedia was delayed, causing her to have to book another flight for him the following dayShe is requesting a refund for the Expedia bookingShe also mentioned receiving conflicting information from Expedia We have reviewed the complaint submitted By Ms [redacted] and it is clear that the issue began with a flight delay that was not related to an Expedia bookingThe tickets purchased by Ms [redacted] are non-refundable; however, if Mr [redacted] was unable to use his flights, he will be able to use an airline credit from South African AirwaysThe credit is available for up to a year from the date of purchaseThe airline requires a rebooking fee of $when the credit is used We see no activity within the account from the date of purchase and no errors by Expedia that would allow us to refund this booking 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 5, 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 case number [redacted] ) regarding a recent reservationThe information provided in the customer’s comment was not linked to an account or itineraryAt this time we are requesting the customer please provide an itinerary number and the email address used to make the reservationThe customer may submit the information through the complaint submission on the Revdex.com websiteIn addition, we are requesting the customer state if they were attempting to utilize a coupon regarding the points she claimed were incorrectThis information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist furtherWe 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] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because:The Expedia website is still advertising that this hotel has an indoor pool, which is falseI contacted Expedia several times by e-mail to alert them that this information was false, but each time they insisted that this hotel has a pool that is free to use for guestsI was told to contact them by phone, but I was put on hold for over half an hour and could not reach anybodyI tried twice more with the same resultsThe [redacted] next door to the hotel does have a pool, however the hotel does notFurthermore, the [redacted] does charge hotel guests each day that they use the poolIt's unfair for a hotel to advertise that they have a pool just because the [redacted] nearby has a poolBy that logic any hotel could claim that they have a poolIt is understandable that Expedia relies on information provided by the hotel in their advertising, however they continue to advertise this even after I have informed them several times that this information is and even after their own research has confirmed that the information is falseThis hotel does not have a pool and Expedia knows that, so why are they continuing to advertise it as such?Furthermore, I wrote a review for this hotel where I informed potential customers that this hotel does not have a pool and the review was rejected with no explanationAfter confirming that the review did not violate Expedia's review policies, I contacted customer service to ask why the review was rejectedI did not receive a responseI tried re-submitting the review twice more and again it was rejected with no explanation and no response from customer serviceNot only is Expedia advertising falsely, they are blocking me from alerting other potential customers to this information.Sincerely, [redacted] ***
April 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, 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 We understand from Mrs***’s complaint that she attempted to book flights for she and her husbandShe stated that the screen froze for a couple of minutes during her purchase then a message appeared that the price had increasedMrs [redacted] says that she ended the session and booked elsewhere only to discover days later that Expedia charged for the ticketsMrs [redacted] is requesting a refund of $679.00, which is what she says Expedia charged for the flights After review, we contacted Mrs [redacted] by phone to get more informationShe informed us that her husband contacted our office recently and was able to reach a satisfactory resolution with Expedia representativesAs such, the matter is considered resolved 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
November 15, 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 November 11, 2016, Ms [redacted] booked a four night stay at the [redacted] from January 3, 2017, through January 7, We understand from Mr [redacted] ’s complaint that she submitted a price match request under our Best Price Guarantee Promotion(When a customer finds a lower rate online for the same trip they booked with us we will refund the differenceSome claims also qualify for a $coupon for future travel) We understand from Ms [redacted] that based on the results of her request, she has canceled her booking and booked with a different providerShe explained that Expedia did not properly compare the two bookings and should have honored the price match requestWe regret any misunderstanding in regards to Ms [redacted] requestAs the booking has now been canceled, we are unable to consider a price matchHowever; because we value Ms [redacted] as a customer and regret the experience she reports, we have already undertaken an exception to resolve her complaintAs an offer of goodwill, we would like to offer 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 PackageThis coupon is available within the customer’s account for immediate use and is valid for one year from the date of issueWe hope that Ms [redacted] will allow us the opportunity to improve upon your experience in the future 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
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 meSincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because it should not take even more time to investigate this matterI have spent hours on the phone, being transferred and continuously placed on hold I feel Expedia does not respect my time, so I turn so not respect thier request for more time.Sincerely, [redacted] ***
June 15, 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
January 31, Revdex.com Expedia – DuPont, WA Complaint Department Re: Expedia Case #: O- 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 refund of parking fees Our records indicate that on November 13, 2016, Mr [redacted] or an authorized user of his account, booked a two night stay online via Expedia.com at the Sheraton Kona Resort & Spa at Keauhou Bay, checking in on November 25, 2016, and checking out on November 27, 2016, via itinerary [redacted] We understand from Mr [redacted] complaint that he claims that he was not aware that he would be charged ad additional fee of $for parkingMr [redacted] also claims that per his itinerary he was charged a resort fee in the amount of $which included self- parking Upon receipt of Mr [redacted] complaint, we investigated the issues which were brought to our attentionWe are pleased to confirm that as a one-time courtesy, Travelocity processed a refund in the amount of $on January 31, 2017, back to the original form of paymentThe time it takes to receive said refund will depend on Mr [redacted] credit card company or banking institutionWe ask that Mr [redacted] , please allow at least two billing cycles Again, 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, LaToya J [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because:I did indeed PAY TWICE I paid Expedia $AND [redacted] $225.88.SEE THE ATTACHED Paypal.com and American Express Statements.The manager has not told the truth onceLook at the facts in the attachments Sincerely, [redacted] Attachments redacted by Revdex.com staf
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November 24, 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] B [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
March 1, 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 reservationAs 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