Expedia Hotel Booking fiasco

MartJ

My wife booked a hotel in UK via Expedia website, when she got confirmation email, showed different dates and a number of people. Expedia refuse to cancel despite acknowledging there may have been a website issue. We have raised a disputed transaction request with Credit Card company, hotel unable to help as booked via Expedia.

Any other ideas on getting her money back?

Certainly will never use Expedia again.

wealdroam

Have you actually got anything that shows the dates your wife booked are different to those that Expedia confirmed?

If not, I fear you will struggle.

MartJ

Did not print page before she sent it, but you don't expect it to come back with different dates do you. When she spoke with Expedia this morning there was some acknowledge of a website issue, but they seem not to want to budge. They get the £75, if the we cancel the room the hotel relets and gets £75 and my wife is left out of pocket all due to Expedia website failure.

transient

Any proof of the website issues?

arcon5

Did they email her confirming there may have been website issues? If so, print the email off and be prepared to send it to the CC company.

MartJ

An agent from their overseas call centre said on the phone to my wife they could see that she tried to book 7 August, but they won't accept liability for error and suggested we talk to hotel, who said it wasn't their problem it was Expedia's.

Did have a rant at Expedia on Twitter which brought a response, they now say they are reinvestigating her complaint, but also said they don't accept liability. So I think this will run on into this week.

We hope to get Credit Card company to put pressure on Expedia as we have raised a dispute on the transaction.

I have also found out email address of CEO for hotel chain to see if we can exert pressure via that route.

Expedia had the nerve to send my wife a customer satisfaction form last night, you can probably guess how we filled that in!!

visidigi

The hotel chain are nothing to do with your issue - the CEO isn't a contact point, if you wanted to speak to the CEO of the hotel group about your issue you would needed to have booked direct with the hotel.

How different is what your wife submitted to what your wife got emailed? Specific dates etc.

MartJ

She booked a room for one person on 7th August, email came back a room for 2 on 12 August.

The hotel is involved, Expedia are saying that the hotel is refusing to accept a cancellation. yet the hotel are saying its an Expedia issue to resolve and my wife is stuck in the middle.

The point is that she needs to stay at that hotel on the 7th so they get a booking anyway, the whole thing is a fiasco and Expedia seem to have the worst customers services I have ever come across from a company, you seem unable to speak to anyone with any authority, just get agents reading from a script and as yet not found any complaints procedure on their website.

visidigi

Doesn't matter what the hotel says to expedia, thats really not your issue.

Your contract is with expedia, and expedia alone.

If your wife needs a hotel for the 7th, book another (through the hotel or hotels.com for example) and then argue it out with expedia in the meantime as your wife, as it stands has no booking for the day its needed.

Inform expedia you are doing this as they are not expediting a resolution quick enough, inform them by doing this you are limiting their resolution to a refund only and all monies will be lost to a competitor.

This might just help ease the issue forward.

MartJ

Already booked the date with the hotel direct, as can't wait for Expedia to refund the money otherwise rooms may not be available.

Have told Expedia this but they seem not bothered by it, they keep saying they just need the hotel to accept a cancellation, but the hotel still say it Expedia's issue not theirs, it seems like Expedia trying to shift blame to hotel.

visidigi

You need to stress to Expedia that what the hotel does is none of your business - you booked on expedia at the dates required. Expedia sent the dates to the hotel, the dates they sent were wrong.

Even if the hotel won't cancel the booking, your contract is with Expedia it is them that needs to honor the refund in anycase, if the hotel is compliant or not.