• Report: #990262

Complaint Review: Expedia

  • Submitted: Wed, January 02, 2013
  • Updated: Wed, January 02, 2013

  • Reported By: d_david_d — San Jose California United States of America
333 108TH AVE NE Bellevue, Washington United States of America

Expedia Booked me into a room which doesn't exist on a date I didn't select; refused refund Bellevue, Washington

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On November 18, I used the Expedia website to book a hotel room for November 20, 2012. To do so, there's a start date calendar one clicks to select the date. I selected November 20, 2012 and the end date field automatically set to November 21. (Expedia representatives insist I didnt do this; Im curious how I would know the process and auto-population of the end date if I hadnt?)

Anyway, I confirmed November 20-21 on a following page and my card was charged.

I got an email confirmation indicating that I'd booked a smoking room, which I had not. I contacted the hotel and they said there are no smoking rooms, so I disregarded the email, assuming that there was just an error with their email generation. 

Please note that Expedia booked me into a room which doesnt exist.  How credible should I consider their email at that point?

My friend and I arrived November 20 and was told there was no reservation. Expedia had booked the reservation for the date of purchase rather than the date I had carefully selected and confirmed on their website. I contacted Expedia and was told they had no manager available, but they would
submit the refund request.

I called Friday, November 23 and was told that my refund had been approved and was in a queue for Monday, November 26.  I repeat: I was told that the refund had been approved and would go into processing the next business day.  Then the customer service nightmare really began.

I checked with my bank December 2 and was told the refund had not been processed.

I called Expedia again and explained the situation. The first agent transferred my call to http://Hotels.com (?) who obviously had no record of the transaction. I called Expedia again and the next representative first said she had no notes about any of my calls. She then contradicted herself and said there was a note saying my refund had been denied.

I called to dispute the call with my bank, and she connected us for a conference call. The next Expedia representative also said there were no notes and asked why I didn't contact Expedia about the smoking room. I said I contacted the hotel directly to switch rooms and they had advised me that there were no non-smoking rooms, so I immediately realized the Expedia email was not credible, so I disregarded it. 

The representative put me an hold and came back and said he could find no problem with the web site and could only offer me a coupon for $50. I would never do business with Expedia again, so that's pretty insulting.

I want my full refund of $77.90. Expedia's coding problems are not my fault.

The supervisor I next spoke with told me that because the email listed the check in date as November 18, 2012, it was a contract which she must uphold. I then pointed out that since they booked me for a smoking room (I didn't want) and it was a room which *didn't even exist*, that they failed to uphold their end of that contract as well. It was a ridiculous and patronizing argument. Their email already had no credibility.

The short version: Stay away from doing business with these people.  Their website is flawed, their customer service people switch stories, and they don't even keep notes about customer contacts or disputes.

This report was posted on Ripoff Report on 01/02/2013 07:01 PM and is a permanent record located here: http://www.ripoffreport.com/r/Expedia/Bellevue-Washington-98004/Expedia-Booked-me-into-a-room-which-doesnt-exist-on-a-date-I-didnt-select-refused-refu-990262. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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